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:06/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  5/08/2025.
  I was referred to this company by ****** ********. They came out set up equipment . I was never given an estimate. After reading reviews on your site I got another company to do mitigation. Rumsey never did anything to relieve situation but put up equipment that wasn’t going to work without removing vinyl to dry flooring which they didn’t . Had to call them three times to remove their equipment before the finally did. Now want over $4500 . All they did was put dryers in kitchen and under house but did no actual mitigation

  Customer Answer

  Date: 06/16/2025

  They have also drilled holes in the baseboards of cabinets and never repaired them.Also left nails around baseboards which my floorer repaired both at my expense. 

  Business Response

  Date: 06/16/2025

  Thank you for bringing this concern to our attention. We take all customer feedback seriously and are committed to ensuring a positive experience for everyone we serve. Our CEO has already personally contacted the customer and is working directly with them to come to a resolution. We value our customers and are actively working toward a fair and satisfactory outcome. We appreciate the opportunity to resolve this matter.

  Customer Answer

  Date: 06/16/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  Joseph *******

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  This company was difficult to communicate with, this company over charged/ price gouged. They gave information to me in the beginning that was innaccurate and now I am paying the price. I have been informed by my insurance company to pay an amount that was finally agreed on and now they are saying the amount is more. I was told in the beginnning that they don't have huge discrepancies in cost of job and what insurance will pay. Now they call every day for their payment when I could barely get anyone to call me back in the first several weeks of the job. Once I was able to discuss the process and concerns with Ben Reece, he was almost unwilling to bend. The insurance company told me that they were over priced compared to their averages of a job like this.

  Business Response

  Date: 04/17/2025

  We’re sorry to hear that your experience with us did not meet expectations. We understand that going through a restoration project—especially one involving insurance claims—can be stressful, and we appreciate the opportunity to respond.

  Clear communication and fair billing are priorities for us, and we want to provide some clarification around the concerns you’ve raised. Supplemental payments are a normal part of the restoration funding process. Insurance carriers often issue an initial undisputed payment based on their early assessment and follow up with additional funds once the full scope of work has been reviewed.
  In your case, we submitted our estimate for the water mitigation services to your insurance company and reached an agreed amount for that portion of the job. The initial payment of $8,056 was collected based on the undisputed portion approved by your carrier. On or around April 15th, we received confirmation that your newly assigned adjuster issued a supplemental payment of $5,053.34. This supplemental payment covers the remaining balance in full for the services performed.
  Our estimates are created using industry-standard software—updated monthly by zip code—which is also used by most major insurance carriers. While this helps maintain consistency, differences in scope or carrier guidelines can still lead to variations between our estimate and the carrier’s initial payment offer.
  We also regret any delay in communication you may have experienced early on. We’ve taken steps to improve responsiveness across our teams, and once connected with our representative, our intention was to resolve your concerns clearly and professionally.
  Thank you again for your feedback. We’re always looking to improve and are happy to answer any remaining questions to help bring this matter to a close.

• Initial Complaint

  Date:06/25/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Rumsey came out to do mitigation. They set up a dehumidifier for five days, (two days too long) quoted work for unaffected areas. never provided a scope of work contract, charged for an unnecessary asbestos test, and charged a cancelation fee when I decided to use another company. They sent me an invoice for $2100 for absolutely zero labor.

  Business Response

  Date: 06/25/2024

  We are in communication with Ms. Lee and we are working towards a resolution with her. 

  Customer Answer

  Date: 06/26/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  Joetta L**

• Initial Complaint

  Date:03/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  On Jan 30, 2024, Kimball’s Plumbing Company repaired a hot water copper leak underneath my house. The plumber contacted Rumsey Restoration to review the water damage at my residence. A sales representative came to my home and assessed the water damage. Prior to leaving, he told me the job estimated at $24,000 and I needed to pay $250 to hold a place on the schedule for them to get started. I told him I have not even called my insurance agent or filed an insurance damage claim and I was not doing anything to start repair until I file a claim with the insurance company and if the insurance company will accept the water damage claim.
  
  My insurance agent ask for additional estimates. On Feb. 07, Southeastern Restoration submitted an estimate for the insurance company of $10,894.73 for 1,421 square feet. Rumsey Restoration submitted an estimate for $22,473.80 for 2,085 square feet of cleanup. The insurance company covered the lower estimate.
  
  I am filing this complaint against Rumsey Construction because I would have never allowed Rumsey Restoration representative to assess my house if he had disclosure prior to entry under my crawlspace and in my house that he was going to charge me $250 for an estimate. He told me he needed the money to get started on my schedule and it was refundable. I told him do not start anything on my project as I need to file an insurance claim first. There are too many local restoration companies such as Southeastern Restoration that gives free restoration estimates. I would have never agreed to pay for an estimate when they are free especially I had not filed with my insurance company yet to get their advise per my insurance policy. My plumber was trying to help me but he really set me up to be scammed out of $250 from Rumsey Construction. I am requesting my $250 refunded back to me due to lack of disclosure of the $250 fee charge for an estimate the Rumsey sales representative prior to him entering my crawl space.

  Business Response

  Date: 03/11/2024

  Our plan is to reimburse the client for the estimating fee. We called and emailed the customer today. Please give us a call back so we can rectify this matter. ************

  Customer Answer

  Date: 03/12/2024

  Rumsey Renovations has called and left messages on 03/11/2024.  I have returned the calls however we both was not able to make direct communications but we did leave each other messages making an effort to connect.  We will continue until we can verbally discuss my complaint.  Thanks.  

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Once I recieve my refund, this response can be closed and I will provide an update to the good customer service I recieved in my refund.  Perhaps when I called the main office and explained that I was advised I would get my money back if I was not able to secure the funding for the project and I ask the receptionist for a refund and she said NO.  Perhaps if she had referred my call to a superior person in management to discuss a settlement, we could have avoided this complaint to seek action.  
  
  
  
  Sincerely,
  Peggy P******

• Initial Complaint

  Date:05/05/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I had a small condensation leak in my tankless water heater pipe located in my attic - noticed a small discolored spot on bathroom ceiling. I contacted Love Plumbing -came out & repaired leak on 1/18/23. The plumber suggested I contact Rumsey to ensure no additional repairs were needed that may cause future molding. On 1/20/23, Rumsey was contacted to view bathroom & attic to see if their services were needed. Tiffany came out to initially assess the damages -did not bring a ladder -was unable to provide an attic assessment. She took water readings -only found water by foot molding on the bathtub & wall behind bathtub. Rumsey was provided w/the plumbers assessment/invoice. I filed a claim with Allstate -did not have a preferred vendor in my area, so I went w/Rumsey. I later spoke with Richard at Rumsey who told me to ask Allstate to provide my family other living arrangements for a few weeks b/c all of my walls & flooring were wet & would need to be repaired/replaced. Allstate sent ALD to confirm water damages in order to approve my claim. Rumsey left/rotated dryers in of my bathroom for 1 month+. Tiffany left a dryer in my office for a weekend b/c she could not fit it in her vehicle. Richard said I had to keep dryers until they had the manpower to complete my project. He told us we needed to remove our bathroom tile flooring b/c there was still water detected due to laminate underneath tile -Proven false when baseboards were removed to dry my floor- no laminate under tile. Rumsey broke one tile during the baseboard removal process -Richard said Rumsey would take care of that. My ins adjuster advised we would only use Rumsey to complete mitigation & Allstate would pay them directly. My claim was closed & I was told to use another company to finish my project. Allstate Claim reviewer, John Law, has emailed Zach at Rumsey to obtain additional water readings and discuss $8k in charges -Rumsey not responding to John -Rumsey sent me a 30 day collection letter on 5/4/23.

  Business Response

  Date: 05/05/2023

  We recieved Ms. *****’s complaint and our director of mitigation came to an amicable agreement with Ms. *****. She has agreed to remove this complaint with the BBB. Thank you.

  Customer Answer

  Date: 05/05/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:02/21/2023

  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.

  I contact this company after experiencing water damage in my home. They were fast to come out and asked for the contract at least three times. They said it was best to go with them because they have a full-service construction company and can build houses "from the ground up". They stated that several times. They stated several times I should not worry about them matching my floors, my cabinets and other items in my home because their team is so good they could match anything. They told me repeatedly in our long meeting at our home that they would get the equipment in right away that day and then my home would need to dry out for about 10-15 days but possibly up to 20 days. After the dry out they would be right back on site to make all the needed repairs because what they care about "getting our lives and home back in order" so we can focus on what matters most. Fast forward a few days and they are taking out more than we discussed (never once did they say anything about taking out one of the walls of cabinets or my sink) and upon asking them over 5 times in the course of 2 days if they have us on the schedule for the repair work they oddly avoided the question saying they would have to see, talk to higher-ups, etc. Cornered into answering yesterday, they said it would be 6 months! My home is barely habitable for our family, there is no kitchen, no living room, loud machines on, etc. This company BOLD FACE LIED to get the work which one of the workers admitted to my family. One of their workers onsite expressed how sorry they felt for us and said he hated to admit it, but "Rumsy could sell ice to an Eskimo".
  
  The Rusey company culture is to get the business at all costs, they will lie and even ask for a 5 star review before they install the equipment or start work. They have lots of 5-star reviews online, naming employees by name. Turns out, they get a $50 bonus if they receive a review that mentions them by name.

  Business Response

  Date: 02/22/2023

  
  Customer’s Statement of the Problem will be in quotations: 
  
  “I contact this company after experiencing water damage in my home. They were fast to come out and asked for the contract at least three times.”
  
  Yes, we do require a work authorization to proceed with emergency services and repair.  The work authorization is a virtual document when processing insurance claims with carriers and documenting the process.  Our team is extremely transparent and referring to the work authorization multiple times during and inspection would be standard.  We recognize that this may be redundant for someone experienced in insurance claims but must make this the standard for the average person with no experience navigating the process. We certainly understand your frustration and appreciated your feedback. 
  
  “They said it was best to go with them because they have a full-service construction company and can build houses "from the ground up". They stated that several times.”
  
  We are a full-service provider, while we specialize in insurance related claims.  While we do have the capability to build new construction, it is not a project type we participate in. 
  
  “They stated several times I should not worry about them matching my floors, my cabinets and other items in my home because their team is so good, they could match anything.”
  
  Navigating insurance claims with the term "matching" is a challenge.  It is generally verbiage we as a company and industry avoid daily.  Generally, polices do not provide funding for "matching" they state that a uniformed appearance is the standard for pre loss conditions. In a lot of instances if flooring or cabinets cannot be found to provide a uniformed appearance they should be replaced or reasonable measures should be taken to produce a uniformed appearance like, sanding and finishing, painting, etc., where those options are viable. 
  
  “They told me repeatedly in our long meeting at our home that they would get the equipment in right away that day and then my home would need to dry out for about 10-15 days but possibly up to 20 days.”
  
  Our inspection process can be lengthy, there is a lot of detail to cover when preforming mitigation services, especially as it relates to an insurance claim.  Your timeline is as follows. 
  2.8 – Inspection, stabilization equipment, ACM sampling, 3d sketch of home, psychrometric date
  2.13 - Samples Negative
  2.14 - left VM to schedule demo
  2.15 - demo confirmed for 2.16
  2.16 - demo preformed
  2.20 - demo completed drying equipment placed. 
  2.20 we also documented a physical encounter you had with one of our technicians, specifically pushing the technician in the chest with your index finger. We realize that damage to your home can be quite stressful.  Physical contact from you to our technician is a serious cause for concern.  We will be happy to complete the restorative drying on your project, we are in the final phase which is right in line with the timeframe outlined from our initial inspection. We will need a certificate of completion once equipment is removed to supply to your insurance carrier. We need reassurance that another altercation will not occur during our final inspection.
  ***If you would like to disengage from completing mitigation services we would require a release of liability form in place of the certificate of completion, again we will be happy to complete mitigation but will send different representation to site for the final inspection. ***
  
  2.24 We will need to inspect and determine if the dry standard has been achieved. 
  
  “After the dry out they would be right back on site to make all the needed repairs because they care about "getting our lives and home back in order" so we can focus on what matters most. Fast forward a few days and they are taking out more than we discussed (never once did they say anything about taking out one of the walls of cabinets or my sink) and upon asking them over 5 times in 2 days if they have us on the schedule for the repair work, they oddly avoided the question saying they would have to see, talk to higher-ups, etc. Cornered into answering yesterday, they said it would be 6 months! My home is barely habitable for our family, there is no kitchen, no living room, loud machines on, etc. “
  
  Once mitigation is complete the mitigation invoice is sent to your carrier along with an estimate for repair.  The mitigation invoice must be paid in full, and the repair estimate approved and funded before any further work begins. This is a standard process at Rumsey and across the industry. We realize timeframes on these projects are frustrating. Your insurance carrier has provision for policyholders should their homes not be habitable. Meaning loss of kitchen or working bathrooms. It is called ALE, additional living expenses. They generally provide similar accommodations while your repair project is being completed. 
  
  Additionally, the demolition scope for water damage restoration projects is fluid. During the initial inspection we utilize moisture meters to create a general scope of demolition based on the moisture footprint. The scope of work changes depending on what is found during the demolition as material is removed and more damage is visible. This is customary for mitigation projects. 
  
  “This company BOLD FACE LIED to get the work which one of the workers admitted to my family. One of their workers onsite expressed how sorry they felt for us and said he hated to admit it, but "Rumsey could sell ice to an Eskimo". The Rumsey company culture is to get the business at all costs, they will lie and even ask for a 5-star review before they install the equipment or start work. They have lots of 5-star reviews online, naming employees by name. Turns out, they get a $50 bonus if they receive a review that mentions them by name.”
  
  It appears from your breakdown of the timeline that we are currently within the timeframe outlined for mitigation. The repair time frame is also accurate for a turnkey project. Our intent is to be completely transparent.  We have had a massive regional freeze event which has filled our entire winter and spring construction schedule.  We would rather communicate up front the concerns we have with scheduling, the purpose of that is to prevent situations like these.  Again, we are 12 days into the initial 15-20 period for mitigation with dry standard anticipated 2.24.
  
  Performance based rewards are a part of employee compensation plans. Positive recognition in the form of emails from clients, reviews or mentions on all social media platforms, and call-ins to the office are examples of quality performance. Customer related issues are reviewed and discussed for corrective action and resolution. The reward of recognizing our teammates for a job well done with a satisfied client or learning from experiences and feedback like yours are one in the same, they are invaluable. 
  
  We feel we have been as transparent and forthcoming as possible.  We recognize these situations are stressful and never completed quickly enough.  Our attempt to be transparent and set reasonable expectations seems to have caused serious concerns about timeframe.  Again, we are here to support you and assist you with finding a secondary contractor to work with for repair that may fit your needs.
  

• Initial Complaint

  Date:11/08/2022

  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.

  Had a drain pan overflow in upstairs bathroom shower. Hired a plumber that tore bottom bathroom ceiling out and needed to be replaced. Rumsey subcontracted in I believe and when got home both bathrooms were gutted out. two water pipes busted and water had to be turned off and the plumber recalled at expense and also door frame was taken out and not placed back. Door damaged and will not close now. Off the frame. They dehumidified the house for weeks and weeks with no end in sight due to their mistake of busted pipe. No deadline given and they claimed asbestos also. Not sure they didn't find this when the bathroom was remodeled several years ago. Insurance will only pay for downstairs damage and they didn't even need to tear out the tile upstairs bathroom at all. Guy came to pick humidifiers and states boss would call. NEVER HAS CALLED yet. So upstairs bathroom is torn out and didn't need to be!!

  Business Response

  Date: 11/14/2022

  We reached out to Mr. Piewitz on the same day we received this complaint. He had no recollection of leaving this review. I have attached a timeline of events as well as email correspondence that proves we have been in communication with him during the process. He told us he was going to remove this review as he believes a family member submitted it in his name.

  Business Response

  Date: 11/14/2022

  ***Document Attached***
  
  
  See Attachment/File: Piwetz Email