ComplaintsforMonroe Restoration and Cleaning, Inc.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They stole all my original oak woodwork from my home, my original oak handrail. I had to get the county involved because they did not pull permits. They billed my insurance for multiple items and services not provided My home no longer has the character and charm it had prior to Monroe Restoration coming into my home They took no care in my home while in it. The stove was broke from them, the lights in my home were broke, the area rugs were destroyed and not replaced. The head ********************** and ***** personally removed my rugs after they were not taken in to be cleaned and were to replace them. They broke register grates made of oak and did not replace, they broke my screen door on my porch and did not fix or replace. They left holes in my drywall. They charged me 3 times to remove and replace my bathtub, only had 1 to remove and replace. Charged for tile to be replaced and none was replaced. Charged for a garage disposal that I never had or installed. Charged for a replacement of microwave that I never received. They took my stair landing off and broke the wood and just screwed it back in leaving s**** heads showing and holes. There are gaps in the steps they just left and in one spot put a piece of unfinished trim under the step to hide the gap. The doorway was not framed appropriately and left large gaps in the trim and filled with wood filler as a corrective action. They didn't measure trim correctly and shoved shims in the gaps and stained it so I wouldn't see it. So the trim that was replaced due to the original being stolen, has stain runs and large gaps against the walls.The original floor was only supposed to have about a 2x3 section that needed taken up and sent it to be kiln dried and replaced. Then I stopped by to check on my home and all my oak flooring was in a pile in the middle of my living room. They used my stove at a work counter and used to heat my home while they were working and left in for days, Burning out the heating element.

  Business response

  06/14/2023

  We have received your complaint submitted to the Better Business Bureau, and we take your concerns very seriously. We deeply apologize for the negative experience you have had with our company, and we want to assure you that we are committed to resolving this matter to your satisfaction.
  Upon reviewing your complaint, we acknowledge the following issues you have raised:
  

  1. Theft of original oak woodwork and handrail: We understand the sentimental value of **************** woodwork, and handrail in your home these items were on the scope of work you signed before the project started. We sincerely apologize for any inconvenience caused. We will conduct a thorough investigation into this matter to determine how this occurred and work towards a suitable resolution.
  2. Lack of permits and billing inaccuracies: We apologize for any failure to obtain the necessary permits and any discrepancies in billing. 
  3. Damage to your property and belongings: We deeply regret any damage caused to your stove, lights, area rugs, register grates, screen door, drywall, and other items. It was never our intention to cause any harm or inconvenience during the restoration process. We will assess the damages and work with you to rectify the situation promptly.
  Incomplete or inadequate workmanship: We are sorry for any gaps in the steps, broken wood, unfinished trim, and other deficiencies in the work performed. We will immediately assign a team to revisit your property, assess the situation, and address these issues with the utmost care and attention to detail.
  

  Our goal is to ensure your complete satisfaction, and we would appreciate the opportunity to discuss this matter further. Please contact our customer service department at our office. We are committed to resolving these issues promptly and to your utmost satisfaction.
  

  Again, we deeply apologize for any inconvenience.

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