Complaintsfor24Restore

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted 24Restore on 3/14/2023. Completion of job was to be 7/30/2023. As of 3/24/24, my kitchen still isn't done. I didn't get the cabinets I requested and what I got took 3 months to get. On arrival the Lazy ***************** had 2 large cracks, so I had to wait another 7 weeks for the replacement and when it arrived, it was the wrong one, I had to wait another 6 weeks for the correct one. I went well over 4 months without a kitchen. Then came the pull out drawers for my pots and pans, they sent the wrong size THREE times and I had to wait and additional couple months between each delivery of wrong drawers. I still don't have these drawers.The cabinets themselves are of very poor quality with marred paint, and cracks in the joints. They have eventually replaced these. Today I noticed that the veneer is starting to peel off one of the cabinet doors, I have not contacted them yet about this issue as it is Sunday. I am so fed up with this company and have thought about contacting you sooner, but kept thinking that surely this is going to be done soon, it can't possibly take much longer.The ********* they sent has me concerned about the quality of the mounting of the cabinets and wouldn't be surprised if they came crashing off the walls. He told me that the mounting hardware for the new dishwasher wasn't in the box and that I needed to find the correct hardware. I spent 2 days looking for this and decided to look in the box myself. The mounting hardware was inside the microwave this whole time. After months of not hearing from my project manager I called to see what the status of my supplies was and then told he wasn't with them anymore and new guy would be contacting me for details.When you call you cant get through to anyone except a receptionist and she has to know what your message is about before shell relay the message. They go months without contacting you and they never take responsibility for anything, its always someone else's fault.

  

  Business response

  04/02/2024

  We have been working with the homeowner to bring her kitchen back to pre loss condition and while doing so, we unfortunately received incorrect and damaged items from the manufacturer. New items were ordered which took some time for delivery and once again, they arrived incorrect or damaged. The order time and manufacturer mistakes were not in our control but this lead to a long wait time which is understandably frustrating. Due to the quality concerns of the cabinets from the manufacturer we scheduled a site visit at the home with a manufacturer representative to help come to a resolution and for them to see the quality issues. At one time, we parted ways with the project manager that was originally running the project. It was then handed over to another project manager that has been with us for 3 years and has a very good history with homeowners and completing projects. He was in contact with the homeowner within a few weeks after the last project mangers last contact according to our call history and notes. We then have record of very consistent communication with the homeowner ever since then with multiple site visits. The ********* that has been back to the home to make the repairs has been with 24Restore for over 15 years and is considered a master *********. This is the same ********* that the homeowner believes is incompetent to complete the work which is simply not true. As we continue to work with the homeowner, understanding their frustration with the time it took to get materials corrected from the manufacturer, there seems to be something new that is an issue brought up by the homeowner on a consistent basis. We will continue to work through these to the best of our abilities within reason to bring this project to a close. 

  Customer response

  04/03/2024

  I stressed to the project manager on his first visit that a fixed door on the corner *************** was my #1 priority, non-negotiable. After waiting months, I was shocked when thats not what got delivered, he said the fixed door I wanted wasnt made anymore. I told him they had them at Menards and he said I had to keep what he ordered because they were custom made (then why couldnt they put a fixed door on it?). Regarding the comment that there are consistently new issues: None of the issues Ive brought up were new, most of them were workmanship, such as sloppy merging and painting of crown moldings, uneven cabinet doors, wheelchair ramp over door threshold popping off and inability to hang a brand-new, still in the box microwave due to missing hardware that I later found safely packed in molded styrofoam inside the microwave. Some of the newissues were just not noticed immediately or happened at a later time: such as the rough edge of a cabinet door, and smudged rough paint/**** on the end of one of the cabinets, cracks in the corners of the upper cabinet doors. The last new issue was one of the cabinet doors started blistering and peeling! My biggest fear is more blistering and peeling at a later date, after they have finished the job. Then what do I do, after spending almost $17K on these? I would like to receive an extended warranty on these cabinets because of this reasonable concern.
  I feel I have been extremely patient, I kept thinking as the months went by that surely itll be done soon.  A small townhome kitchen project shouldnt be taking over a year. I feel I am being held hostage and taken advantage of and getting outside help was my only hope in getting this kitchen done.
  All I am asking is for you to get this job finished (and up to the standards of other professional contractors) and for an extended warranty on these cupboards.
  
  

   

  

  Business response

  04/09/2024

  All of the matters that have been brought to our attention by the homeowner have been either already repaired and addressed or are currently scheduled for repairs. Once again, we cannot control the quality from the manufacturer. It is unfortunate that we both dealt with these issues from the materials that were delivered. However, what was in our control was handled appropriately. We are still working with the homeowner to bring this to a close and have labor currently scheduled this month to make some of these repairs to the cabinets that have materials on order from the manufacturer and the wheelchair ramp. We offer an extended warranty already to our customers and this case will be no different. As we have already shown we will honor that warranty, we have no reason to not honor that same warranty going forward. We have continued to address the issues brought to us by the homeowner and we will continue to do so as we work to complete the project.  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bottom line is most of the work done was absolutely atrocious, we were over charged and the job was never finished. They fired 2 of the job supervisor,s and never once reached out to us for an explanation so they sent out a rep who was trying to explain the below average work. There were weeks at a time where no work was performed and when there was they left doors and windows wide open in the middle of winter and we not them had to pay an massive energy bill. We had to fire them after their rep said it would be 4 months before they could send anyone out. So we had to hire a new contractor to finish up enough so we could move in and not be stuck with paying our mortgage and rent for a rental house. We meticulously took photos of the entire process. On top of that while we were out of town there was water coming out of our upstairs vanity that leaked through the kitchen ceiling. Destroyed the vanity that we bought and then we had a leak from the upstairs tub that also leaked through the ceiling after it was repaired by a contractor we had to bring in to fix all everything. Also all of the flooring in our upstairs was completely warped and had to be replaced. There's so much more but it's been an absolute nightmare working with this company.

  

  Business response

  02/12/2024

  Thank you for reaching out regarding your project. Our file indicates that multiple meetings have been set in which both customers were not present or able to make any decisions related to resolution without the other. We remain committed to finding resolution to your concerns but would request that a meeting be set in person to review the project and come to a final agreement. Please contact our office and let us know a few times and days that we could get together and we would be happy to get this finished and closed out.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 17,2023 after coming home from vacation we noticed water damage on the first floor of our lake home. The water line to the guest bathroom toilet had broken off and shot water out for days. I contacted my insurance agent and he recommended a company called 24Restore to come in and do mitigation services (wet area was the bathroom and the wood flooring outside of the bathroom door). We agreed on the mitigation plan and signed for the work to start. After they performed the mitigation services that evening they required access to the home to check on their fans and dryers and so I gave them access to the home with a key lock box. A few days later we returned to the home and the whole downstairs was wiped out. Our beautiful kitchen, cherry cabinetry, expensive rare granite counter tops, appliances, and remaining brazilian cherry flooring and subfloor were ripped out. Granite counter tops, stone fireplace, and stone backsplashes dropped and broken in pieces beyond repair. Sheetrock was cut up along the whole first floor where water did not touch. Clearly this was Insurance Fraud in play. None of this was informed to us and we did not approve or sign to it. This was "HOME VANDALISM"! The team denies wrong doing and never did they offer to repair or repay. They only wanted a signed contract for them to submit an estimate to my insurance, StateFarm, and to initiate the restoration project. I am not able to continue with this company to rebuild and so I now work with another ******************** Through the headaches I also noticed that 24Restore left their drying equipment in my house over a month, when everything was bone dry and they billed StateFarm hundreds of dollars a day. The new restoration company has submitted a bid for the full rebuild/remodel, but StateFarm will not pay for the damages caused by 24Restore stating that 24Restore is not a preferred provider. StateFarm states that as a homeowner I need to go after 24Restore myself in order to get paid.

  

  Business response

  12/18/2023

  24Restore performed the mitigation services in accordance with training and guidelines set out in the ***** S500 standard for water damage.  Our team only removes items that are not able to be dried to acceptable levels or if leaving them in place will cause other materials to take much longer to dry we will remove those because if the other materials like framing and subfloors don't dry properly they could rot or mold.  This is not vandalism, it is the natural work process of performing mitigation work.  Our main goal is to do as little demolition as possible.  Some situations like this make it impossible to save many of those materials.  This loss sat wet for many days which makes it even harder to save materials.  I have been working with the adjuster to reach an agreement on the mitigation bill.  During those conversations the adjuster has never mentioned any items that we removed that they weren't paying to replace.  His only issue was with how long ************ took to dry.  There was one room that did take longer to get to the final drying point but we reduced equipment in the home as areas dried so we weren't charging for equipment that wasn't needed.  We have no ability to determine what an insurance company will cover or not cover on a loss.  We are not allowed to talk about what is in someone's insurance policy at all.  If State Farm has issues with what we removed they can call me as they did with the mitigation work.  I don't know what the other contractor sent to insurance so I don't know what insurance won't pay for.  We have worked in good faith to reach an agreement on the mitigation invoice with insurance and would do so with them if they had questions about the repairs.  There is no evidence I am seeing that would show 24Restore would owe anything for repairs on this loss.  This is an issue between State Farm and the insured ***********.

   

  Customer response

  12/26/2023

   I am rejecting this response because:When a home is entered and things inside it are removed and damaged without the homeowner having any knowledge of it, that is home VANDALISM. Only the homeowner can authorize mitigation processes.There is no guidelines in the *********** that allows this.The areas of water damage was initially determined and defined to us for mitigation on the first day by the first team on site.No reason for another team from the same company to come in days later unannounced and remove more than what the first team had outlined and approved by the homeowners.When additional areas that are bone dry is claimed to be wet and damaged;that is Insurance Fraud.Stone backsplash, stone fireplace, and granite are uniquely irreplaceable.The stone was not damaged by the water and should not have been removed. It took 6 men to carefully place the center island granite countertop.Why did 2 inexperienced workers carelessly remove it (along with other granite pieces) and dropped it, breaking it and damaging it in multiple pieces? Blocks of stone from the fireplace was damaged when the wood floor planks were removed.Never an apology, offer for repair, or reimbursement for the damages.The workers also tore out cabinetry breaking panels and creating holes that were unnecessary; not properly unscrewed.When blowers with ripped tubing are left in place for over a month with no one checking on them to fix the tear in the tubing or redirecting the air into the correct location, that is negligence.When many dates are incorrectly submitted to StateFarm claiming that those were the days that a worker had stopped in to check on the machines, when in actuality no one had come at all;that is considered Insurance Fraud.The StateFarm adjuster has informed me they are not responsible and will not pay for the damages caused by 24Restore and this is payment I am requesting in order to rebuild my home to what it was and be habitable.The total amount is to be determined. 

   

  
  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 5/25/23-24Restore was stopping the rest of the job as its bleeding money. This was per text from our Project Manager. As of 5/25/23 there was still a lot of work to do. We had a house ************ damage in 9/2022. 24Restore was there at the house to clean the debris caused by the fire. The crew did a good job at cleaning the big mess but did not clean up the glass pieces at the side of the house up to the date they quit. We agreed to a price of demolition of everything that was affected by the fire/water damage however tried to bill us a separate bill for demolition of some parts of the house that were indeed affected. The painters did not sand down some parts that were mudded on the new walls. They painted over AC grates and light switches. They did not clean up after mudding or painting. They placed a big pail of paint on my furniture in the garage and ruining it. They broke several outdoor decor & oversized flower pots. The plumbing for some bathroom vanities had to be redone by a different company. 24Restore did place all the vanities in the proper bathrooms but did not connect the pipe work to the vanities before they quit. The new plumbers did everything they could to make the pipework fit but the only solution was to redo the pipework. There were numerous no shows by the subcontractors. They would show up at odd hours at night when the house was unoccupied. They broke both my garage doors. They left personal trash inside my kitchen cabinets. One bathroom insert was placed so poorly that it moves. We have left numerous emails to our PMs supervisor to please contact us to discuss matters. Even after 24Restore quit, we have been trying to contact him w/ no avail. 24Restore is now billing us for work that has been completed which includes but not limited to completed poor paint work and incorrect plumbing. Keep note I have kept a log and pictures of all this. I do hope by posting this that a Supervisor will contact us to discuss matters.

  

  Business response

  08/10/2023

  Dear customer, thank you for reaching out with your concerns about the project and helping us to improve. While we were in the home completing drywall and paint I know there was a call made to the project manager asking that the paint crew not return. It was believed the crew did not do their job as many areas were left without 2 coats of paint and some areas needing more sanding. It was explained that final painting and touch *** are completed at the final stages of the project. Typically when crews come in and out to finish trim work and flooring the walls get marred up here and there. Saving the final coats of paint until the end helps prevent additional trips to the home. This request stopped us from having the crews back in the home to attempt to remedy these concerns. The plumbing was a remodel portion of the project as the project manager, plumber, and homeowner met on site to devise a plan of action prior to the work being done. The issue was that the vanities that were ordered were the wrong size. At this point, the homeowner had not allowed us to do any other work in the home which would not allow us to remedy this. 24Restore did not quit the project, rather the homeowner asked that we stop work and requested any material we had to be dropped off at the residence. Outside of the concerns regarding plumbing and painting and some damaged items 24Restore has completed the reframing and replacement of the home's roof, replaced all of the siding, removed and replaced the insulation, plumbing throughout, and electrical which could only be half completed from the original scope as the homeowner decided to hire their own electrician in the middle of the work. At this time we understand the homeowner does not want to have 24Restore complete the project. We plan to put together a highlighted estimate to provide the homeowner for work completed to this point, and come to an agreement for credits related to the homeowners concerns. 

  Customer response

  08/11/2023

  I am rejecting this response because:We have proof the job was being pulled in late 05/2023.We emailed the ** including his Supervisor asking why & if we do not receive any response, we will get our own contractors to complete the job.This response through BBB is the FIRST response to our concerns despite our numerous emails to discuss matters.We did tell the ** that we didnt want the painters back but he said to do the right thing & let them in, so we did.There were no explanations of any paint touchups but thank you for explaining it now. According to our plumbers, the vanity pipes were set too high from the floor. We have NOT requested to have 24R drop off any material of ours to be dropped off at the house -there was no room to store it. 24R still has our painted trim as we were asked after they quit if we still wanted it. After quitting, we asked them to pick up all of THEIR materials in our garage as our personal property was being dropped off & we needed the space ;they did pick up all their materials on Mon 6/26/23. We had agreed w 24R BEFORE the project was started that we would have *************** complete the entire main floor. They told us that due to liability, their electrician had to complete the 2nd floor & basement which we agreed. We are receiving incorrect billing statements;there are signed change orders & would like to see this reflected on the correct bill, if needed we can provide proof of the most current signed change order & would like the plumbing re-do and 2 new garage door sensors that the demolition crew broke reflected on this bill -we can provide invoices. The point being here is that 24R pulled the job late 05/2023. We have contacted the **'s Supervisor multiple times and we have not received any response as to when or if they would be returning. The complaint through BBB was the only time that we finally received any feedback above the **. We would be happy to provide proof of 24R stopping all jobs. 
  
  
  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/12/23 this company came in and located the broken frozen pipe in the wall in the basement and they also discovered another leak from the dishwasher upstairs so a plumber fixed the pipe moving on they were great until we got down to the last month of their crappy work ethics they broke the granite backsplash when pulling it I was able to match it they had pulled up my ceramic floor,pulled my lower cupboards, pulled my granite countertops put them back in and didnt line them up properly I had TC Granite do the best they could to bring it back to normal they couldnt move it because they had glued the granite down without doing it right.I still have broken subway tiles. They did not bring back a shelf from my cupboard, not to mention my cupboards are scratched and they have my stain. They didnt finish framing doors or trim work I have called **** and **** and emailed both of them I have given them over ********. **** was over 5/1/23 and we pointed out the issues and how and when they were going to be resolved and he said he would be by with the wood at the end of that week and I never heard from him again.

  

  Business response

  06/16/2023

  We apologize for the delay in correspondence from your project manager. In this time frame discussed in May we parted ways with **** who was Erics Team Lead.

  Since then, we had a new Team Lead assigned to help. It looks like **** has since been in touch with you and has relayed the schedule to have these repairs completed this month for both trim and tile. You noted you have paid $16,000.00. Part of that was for mitigation services of $5,948.46 which have been completed. The other $9,891.90 paid was for reconstruction services per the payment terms in our contract as a down payment. Drywall and paint, cabinet repairs, and LVP flooring has been completed to this date. We look forward to completing the repairs for you in these coming days. 
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 6/30/22 we had a water supply line break in our upper bathroom. Our daughter was home and found the water shooting out everywhere. Our townhouse in only 2 1/2 years old. She found a plumber to come out and shut things down. He recommended 24Restore. Their restoration team was great, so we followed through with their reconstruction crew; even though I saw questionable reviews. It was a nightmare from the start. They arrived on a day which I had told them 3 times did not work. I had a biopsy scheduled that day. We let them in because they had the movers with them. We were not ready for them that day. Arriving home I found they had busted my daughter's dresser drawer, and had scraped my doorframe moving it. The carpet going down our stairs wasn't fitted to the wall. I could put my finger in the hole. He told me some excuse about why it was left like that. I made them come back and fix it. Carpeting that wasn't tacked down. Made them fix it. They gouged and scraped walls, doorframes, baseboards, doors, and doorframes throughout my 3 level townhouse. They only provided movers on the first day. Never saw them again. This left my husband with COPD, and myself (transplant recipient) to move furniture. The last straw was when I found that they had cut my bathroom flooring short. They must have figured the baseboard would cover it; it didn't. They refused to fix it. Showed me my signed completion form; which I did sign, as my husband wanted them out of our house. With 3 levels I didn't find all of the problems until much later. I even found a ***** in my living room cabinet that our plant had covered up. I've fixed the scrapes and gouges on the walls. My baseboards, doors, and doorframes are a mess. Plus my bathroom floor. I want them to fix the existing damage they caused. Again, my townhouse is less than 3 years old. I have pictures but can't download them on this site. I have to report them as they shouldn't be doing such bad work. It's not right.

  

  Business response

  01/04/2023

  I have reached out to ***************** regarding this complaint and have not received a call back yet. It was our belief that all concerns related to the project had been addressed when ***************** signed a certificate of completion back in Sept 2022 and paid her final invoice. Since this time we have not heard or received one phone call from them and were unaware of any unresolved items. On file i show that all quality concerns in the home had been addressed by our team with the exception of the reported dings in the trim in which ***************** accepted an appearance allowance for, meaning that she received financial compensation rather than having them repaired. We only offer this when a customer does not allow us to repair an issue of concern.  We take great pride in our quality and customer ********************** experience and help over **** customers each year with water damage and have very little negative feedback. We take this very seriously. If ***************** has had a change or heart and would prefer to have the items repaired rather than the reduced rate that she received we would be more than happy to provide those repairs for the remainder of the balance that was written off. It's not problems that define a team but rather what they do with those problems and we are committed to resolving any and all quality related concerns on our projects.

  Customer response

  01/06/2023

   I am rejecting this response because:
  
  I received a call from 24Resire. I wasn't able to take the call at the time. I Immediately returned the call only to be told he wasn't available to speak with me. I left the message for him to call me back to discuss. There is too much lost in just writing about the issues. He mentioned in his reply that I had not contacted them afterwards about any issues. NOT TRUE! I have text msg's between our rep. ********************** him we had more issues that I was finding throughout our home. 1 being that they cut the flooring in our upper bathroom. I hadn't noticed it in the very corner of our bathroom. I assume the person thought the baseboard would cover the mistake; it did not. I will call 24Rrstire again today, and see if they will speak to me. But right now, as it stands, I reject their reply. 

  

  Business response

  01/09/2023

  I was able to return the call late of Friday and we had a great conversation. We will be able to inspect and make warranty repairs after she has had a chance for the builder to inspect their portion of the issues. I believe at this time we are on track to resolving the areas of concern.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My bathroom is not finished STILL. I paid the $2,500.00 deductible back in Oct. 2022. This company should be out of business. Shame on them!!!!!!!!

  

  Business response

  12/21/2022

  Our team has and will continue to strive to bring jobs in on time. We received insurance approval from Mrs. ****** insurance carrier on October 3rd 2022. On that same day we sent in request for labor which was set to perform services on 11/1 and 11/2 but needed to be cancelled due to the material not arriving on time. Work was rescheduled on 11/22 but upon arrival to the home we found that the toilet in the home was severely clogged which prevented us again from being able to perform our services. Our services were not related to the clog in the toilet and needed to be something scheduled through the customer.  We were able to reach the customer again on 12/19 to reschedule the remaining services for 12/22 and to set a final walk through on 12/23. We have since then reached out to the customer on 12/19 and 12/20 to confirm this appointment and have not received a response back as of now. If all is well this project can be completed and closed this week. We apologize for any delays and are eager to come to a completion.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with 24Restore to repair our garage after a small fire. Issues really started from Day 1 of when work was supposed to start with demo. The crew showed up to start but someone forgot to order a dumpster so work was delayed. They delayed ordering several materials for months (siding, a door, trim, lighting fixtures, etc) & we are almost 4 months post-fire with over a 1/3 of the work still to be completed. No work has been done in almost a month - the last work was on Sept 28th. They've canceled meetings, told us work was scheduled to be done on 10/25 & then later told us it was not actually scheduled. They ordered siding the week of October 3rd, when we gave them partial siding info that they acknowledged on 7/28. They had to do a sample color match to do another part of the siding, something that other companies have told us takes **** days but for them apparently took 6 weeks. An interior door that was supposed to be done in August was just ordered this month, arrived last week, & was discovered this week to be incorrect (size was wrong I believe). They replaced sheathing on the house in August but never put a vapor barrier up, exposing our sheathing for over 2 months now.Last week, they offered to let us out of our contract & move forward with another contractor, which we accepted on Monday, 10/24. However, they are still delaying us being able to fully get out of the contract and move forward elsewhere. They refuse to give us information on the siding (colors, brands, model or part numbers, etc) to give to the new company so they can order it, further delaying the completion of our project because our new contractor can't order materials. They refuse to simply issue a change order and are demanding an in person meeting. We simply want a change order issued, information on the siding so our new contractor can order it faster, and lien releases. We do have an outstanding balance we are willing to pay when the above information is provided.

  

  Business response

  10/28/2022

  As any contractor right now our team is experiencing delays in receiving exterior material. ***************** is 100% correct, the dumpsters were delayed for delivery and the demo work did get delayed because of this. Because of the amount of moving parts that there are with any construction project there are delays that unfortunately occur and our team has communicated each delay to ****************** as they have occurred. What ****************** is failing to discuss in this complaint is that he failed and refused to make the down payment as contractually obligated which also lead to a delay. ***************** is also the one who first suggested terminating the contract and the agreement. Since then we have communicated and scheduled a meeting to go through the estimate of repairs to settle things out as it stands. ***************** has decided to act as his own general contractor and cancel his agreement. Our team cannot put time into providing material list and quotes to ****************** on items that he has clearly requested be cancelled.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ***************** to fix a water leak with my main water line in my house. The plumber came out in February 2022 to repair the leak. The leak appeared to be resolved. In May, I noticed a leak in the same location. I called ***************** back and they sent another plumber out to take a look. They noticed the issue was not resolved from the first repair and told me that the second repair would be covered under warranty. In early June, I noticed the leak again in the same location. I called ***************** back and I was told it they could be onsite in approximately nine days. On June 16, another plumber came out to make the repair. I was told this repair was also covered under warranty. Then on June 18, ***************** sent out 24 Restore to do a water damage evaluation. The evaluation found that water had leaked under my kitchen/dinning and bathroom flooring and damaged it. The evaluation also found water damage to my cupboards, and they also found mold growing at the base of the cupboards. ************************************************ the area where water damaged was found. The removal took place on June 25. I was told by ************************************* two weeks to schedule a time to look at new flooring. They determined that the cupboards could be reused, and they were able to clean off the molding. Since June 25, I have not received one call from either ************* ***************** on the status of my repair. I have repeatedly called both companies numerous of times over the last several weeks. Each time I am able to talk to someone, I am told by a ***************** rep that the issue is in claims with 24 Restore, and I am told by a *********************************** claims with *****************. It has been over 6 weeks since my kitchen has been torn apart. I am unable to **** food or clean dishes in my kitchen and I have been given no accommodations for my inconvenience. It appears neither company wants to respond to me. I am filling a complaint to the BBB for both companies.

  

  Business response

  08/09/2022

  ***************** has notified 24Restore that they will not cover the repairs at the home of ******************* as the believe the repairs are from a previous leak not related to their repair. Since ***************** sent us out for the drying portion which was completed they have agreed to pay for that portion only. The complaint should not be with 24Restore as we did not create the leak nor did we cause the damage to the home. We were there to help where requested and not to determine who was liable for what. We empathized with ******************* and hope that she understands why we cannot perform additional services not knowing who is ultimately going to be paying the invoice. We recommend that if ****************** is not able to come to an agreement satisfactorily with ***************** that she contact her insurance company directly for additional direction and assistance.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was out of town when a friend called and told me that there was a little bit of water on our carpets and her socks got wet by walking on the rug. It was not standing water, but I was concerned because we have electrical outlets on the floor downthere and I was thinking of it starting a fire or something. So I called my agent and they sent out 24 restore. I was told that they could not come for 5 days. I wanted my carpet dried with dryers. Then I got a call back asking if someone could open the door for them at 1pm the next day. I asked my friend to open the door for them at 1pm to dry the carpet. Then what ensued was a nightmare. When I got home, I found all of my possessions thrown away, incuding designer rugs and personal pictures. The sheet rock of my finished basement had been ripped out half-way up, all tile, carpet and baseboards ripped out and gone, and my personal posssessions were gone! When I called to talk to the company, they simply said, "your representative signed something that said we could do it." She had been told that if she signed the paperwork, that they would be calling me to discuss the work and get approval, so she signed it. They never called. They just went in and racked up the biggest **** possible, working overtime so charging me time and ahalf without my consent, and disposing of my personal litems without any regard for my things or feelings. No one from the company ever contacted me, the homeowner and now they are slapping me for a $12,661 **** for work I did not authorize, stating that since my friend signed it, and she was my representative, they were authorized to do the work. I was trying to negotiate a price with them, then they cut off communication out of nowhere and sent me a t 72 hour Demand Notice and now they want to put a lien on my house. I thought we were getting somewhere in negotiations, but the collections lady just is on a power trip, she insults you and is very rude and unprofesssional.

  

  Business response

  07/18/2022

  Hello,

  My company is Restore 24, NOT 24 Restore. We are not related in any way. 
  please send this to the correct company. 

  

  Business response

  07/26/2022

  We were able to come to an agreeable resolution for both parties that solved **************************** concerns.  This was a very unique situation since the homeowner was out of town for the duration of time we were working in the home, but through communication, we were able to make sure both parties were able to come to an amicable resolution.

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