ComplaintsforRadar Restoration

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September 2022, my parents' home had a leak that had severe flooding and caused damage to the entire home and to our belongings. We used the services of Radar Restoration for mitigation and for storing our belongings that were not damaged. They put a lot of our things in storage and also packaged some things and left them in the garage. By the time my parents moved back in around February of 2023, they brought our furniture and belongings back from storage. The table itself was wrapped in fabric while in storage, but the glass part of the table was not present with the table. After notifying the company of the missing glass, they stated that it was left in the garage along the wall next to our paintings. The glass was nowhere to be found. The company stated that they would continue to look for the glass in the various storage units, but there still has not been any update. After numerous calls over many months, we kept getting the runaround from them. They stated they would continue looking for the glass. Then they claim they don't have record of taking the glass. When I asked what was exactly documented (if it was documented that the table was taken but not the glass), ***** stated he would have to go back and see. They continue to claim that the large glass slab was never taken, but if it was left in the garage, it would still be there. We would like direct compensation, so that we can replace the missing glass for the table.

  

  Business response

  09/18/2023

  Hi ******:

  
  

  The issue with this customer was their glass coffee table top.  We inventoried everything we removed from the property.  Our crew remembers leaving glass top behind in garage since it was fragile/breakable.  When owner asked us are we sure we don't have it, we told them, crew remembers leaving it behind in garage, but we would look at our facility and see if by chance we had it.  They had a different company do the repairs to their home over the course of many months, we encouraged them to check with that company to see if someone may have disposed of or otherwise.....They requested we just buy them a new one or reimburse for a new one and we ask them to check with other company first.  Next thing I hear they had filed a complaint with BBB.  I will reach out to them to see we can work something out.  Thanks!

  
  

  Customer response

  09/20/2023

  We have not heard back from the company in regards of the table yet. We notified them January of 2023 of when it was missing. They stated that they probably left the glass in the the side of our garage behind a bunch of paintings, but when we looked, it was not there. It would have been very unlikely that our contractor went through a large pile of paintings laid along the wall to throw away a heavy glass table top. We contacted the other contractor and they stated they did not dispose nor did they see a large piece of glass. Also, Radar Restoration did not keep an accurate inventory of our items since they had to revise our list of non-salvageable items. They also did not bring all of our items from storage together, with items such as a white leather chair being misplaced and only brought to us once we notified them that they did not deliver all of our items. With evidence that the inventory list was not accurate along with their mishap on misplacing some of our items when they were delivered, it is much more likely that they had taken the glass but lost it rather than a contractor sifting through a large pile of paintings to toss a very large and heavy piece of glass. It had been over 6 months of contacting them regarding the glass (long after the insurance company already paid them for their services), with us receiving the run around stating that the owner would speak to his associate about it every time we called. The associate who was also contacting us directly before also stopped responding/blocked our phone number every time we called or texted in regards to the glass. 

  

  Business response

  10/05/2023

  I have reached a settlement with them.  We have sent them the funds to replace top.

  Customer response

  10/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

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