Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After Hurricane ******, our basement was unfortunately affected and flooded almost 2-3 feet. We called Warren Restoration to help with the clean up and removal of affected items (the water was already removed by the owners of the property). Received an on-site estimate by a mitigation manager named *****. Upon his initial assessment of the property damages, a table with price estimates was used for a quote. Verbally was quoted around $4,000. No further notice of additional charges were explained by the mitigation manager. The crew arrived and worked on the project. There was never noticed of whether the project was finished, what has been done or any additional charges incurred during this time. After 3-4 weeks, we were told the total cost of the project was $18,000 by an on-site crew member.That day my credit card was processed without my authorization. contacted multiple times the company and upon my third day of calling, I received a phone call from ***** (unsure of title as he was never involved in our property project). He claimed the charges of demolition and equipment is how we got to the $18,000. I explained that this was never explained. I asked for documents providing original estimate, detailed invoice and project report. After another 24 hours of calling, I did received an invoice with no detailed report. I tried calling multiple times and was never able to get anybody on the phone who knew what exactly was going on. Rather I emailed to be able to have document evidence of the misscommunications. Still no response and no phone call.

  Business Response

  Date: 11/20/2024

  Warren Restoration provided mitigation services for Mr. *********** and Ms. ********* following Hurricane ******. At the initial meeting with the homeowners, our Project Manager provided them with a detailed price outline for self-pay customers, as we were managing a high-volume catastrophic (CAT) event. The $4,000 estimate covered dry-out services only and explicitly excluded demolition, contents removal, dumpsters, or any additional labor for these services.

  
  During this meeting, the Project Manager also had a verbal discussion with the homeowners about the scope of work required beyond drying and treating the in-place building materials. This was necessary due to the presence of Category 3 water, which was contaminated with sewage. The homeowners agreed to proceed with the recommended mitigation efforts.

  
  The project involved a four-person crew working for six days. We removed multiple dumpsters of debris and performed a full 4-foot demolition across the entire 1,600-square-foot lower level. This included the removal of bathtubs, sinks, cabinets, insulation, drywall, flooring, and contents. The pricing outline clearly stated that these services were not included in the initial estimate.

  
  Warren Restoration has made every effort to answer all questions from the homeowners up until the point we required communication to be in writing due to Ms. *********s repeated rude and unprofessional behavior during phone calls. Since that time, we have repeatedly reached out regarding payment but have received no response.

  
  The homeowners claim that Warren Restoration is overcharging is based on her misunderstanding of the written agreement and the scope of services. The pricing and exclusions were provided in writing, and it is not the responsibility of Warren Restoration to ensure the document was thoroughly reviewed by the homeowner.