ComplaintsforMaster Restoration and Damage Repair, LLC

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Master Restoration came in and performed work for me and then did not submit documentation for my insurance company until I asked multiple times. Not only did it take a while for them to submit the documents, but once they were submitted, they "incorrectly" classified the work done (according to them) as Mold remediation without performing a mold test, so my insurance would not cover the work performed. While waiting to resolve their payment, my insurance company began paying for the repairs where my $1,000 deductible was taken out. This surprised me seeing how when the work began I asked Master Restoration and said I had to give them my declaration page so they could charge me my deductible. They ended up charging me $1,600 instead and now I am trying to get that money back and constantly have been ignored. They sent an invoice to my insurance company, after I requested it, and labeled it AGAIN as mold remediation payment, which is not what I was told the payment was for. Yesterday I get a call from their office threatening to put a lien on my house for lack of payment, from a person I had not worked with. This is about the 8th person now I have worked with on this project. Not only have I been trying to get them paid from my insurance, which they are the one causing issues there, but in general their site claims in multiple places that if your claim is denied they will not charge you. So why would I have a lean if a decision has not even been finalized and if so I should not be charged since the claim was denied and due to their fault? They also are doing some shady business in the charges on their invoicing where charges are for "after hours" when they were never working at my place after hours. Along with the threat of lien I made them aware that invoices have never once been sent to me, only the ones I saw because my insurance sent me them. How am I supposed to pay if I never got sent a bill? NEVER USE THIS COMPANY! THEY DON'T EVEN HELP WITH REPAIRS!

  

  Business response

  05/08/2023

  We regret to learn that the client is dissatisfied with our service. Customer satisfaction is our top priority, and we strive to address any issues promptly. Below is a summary of our position on this project.
  
  We arrived on site as scheduled per the clients request and performed the work according to our contract, which was signed and agreed to. Our client also signed a certificate of satisfaction indicating that she was fully satisfied with the work performed. We collected a deductible, which is a standard practice.
  
  The insurance carrier pays based on a line-item estimate. We submitted an estimate for water damage based on actual work completed. There is zero-line items in this estimate showing any mold remediation.

  Master Restoration does in fact have an insurance guarantee if a claim is denied, however we have seen no such denial letter and until we are shown this we cannot proceed with our guarantee. To date a delinquent balance for the services we performed at this property is still owed to Master Restoration. According to our signed contract and ******* law we have the legal right to file a construction lien until the balance is paid in full. We have been in communication with the adjuster associated with this claim and he has all the necessary information to pay out for services minus what has been paid out of pocket. All work was completed in full and signed off on by the client, for this fact we have decided to proceed with the construction lien. We ask that our balance is paid in full as soon as possible. Thank you!
  

  
  

  Customer response

  05/18/2023

   
  Complaint: 20022122
  
  I am rejecting this response because: I have proof (see attached)  that mold documents were submitted for a claim of water damage as instructed by your workers. The issue also with this is without any proper testing being done no payment can be made for the remediation of mold. You also have not personally sent me any bills for payment. The only way I obtained these invoices was by requesting them from the insurance company. All issues with payment have been due to multiple negligence instances on Master Restorations part. There also has yet to be any communciation with me since my discussion about them "looking into" if the documents were sent. I also brought up the issue with my deductible payment which is not invoiced correctly either and have gotten no response. 
  
  Sincerely,
  
  *********************

  

  Business response

  06/26/2023

  Dear BBB,
  We would like to clarify some facts and resolve this issue as soon as possible.
  First, we did not perform any mold remediation at the clients residence, nor did we inform the insurance company that we did. This was a water mitigation project only, and the insurance company paid us based on the line item estimate that reflected this. There was an error on one of our invoices that mistakenly included mold remediation, but we corrected it immediately and apologized for the confusion. However, this error had no impact on the claim or the payment, as the insurance company did not use the invoice to determine the amount.
  Second, we have never billed the client for any services, because there is nothing to bill her for. The insurance company is the sole payee for this project, and we have already received the funding from them. The only thing we need from the client is her signature to close the file and finalize the project. We have arranged a date to meet with her and get her signature, and we hope to complete this process on 6/28.
  Third, we have been in communication with the client throughout this process, and we have addressed her concerns and questions. The last time we spoke with her, she expressed her satisfaction with our services and agreed to remove her bad review. We appreciate her cooperation and understanding in this matter.
  We hope this response clarifies the situation and demonstrates our commitment to providing quality services to our clients. We apologize for any inconvenience or misunderstanding that *** have occurred. We value our reputation and our relationship with the BBB, and we look forward to resolving this issue amicably.
  Sincerely, Master Restoration

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 2021 The contractor was hired to do a remodel in a small bathroom, the contractor took half the money and came and demolished and left all the debris in my backyard and never came back leaving and bathroom expose (toilet hole) and no walls. Since 2021 we are trying to get a hold and after call often and wait more months someone show up and try to do something but never came back either.Now in 2023 we asked for our money back and the permit removed and the documents for the county so we can have another contractor start working. We can get a hold to the project manager *******************. In December ******************* said that they sent a check but now is February and we have not received the check.No return phone call or emails.

  

  Business response

  02/23/2023

  Thank you for bringing this to my attention. This client was refunded with confirmation via email and Fed Ex tracking. To my knowledge there is no further involvement from ** needed. I made a phone call to client today to reinsure this and left a voicemail. Thank you
  
  

  Customer response

  02/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The company is charging me for things that never were done in my house. I am just asking for what is fair. After 2 years of negligence from Master Restoration 

  Sincerely,
  
  *************************

  

  Business response

  03/07/2023

  Good afternoon,  
  
  This project is fully completed. Please see attached is a legal release signed by the customer on 2/24.  This document releases all further payments owed, and acknowledges that the customer is fully satisfied with terms of document. This release also states the customer will not make any public reviews so this should be taken down.  Master Restoration has no further obligations to this project. Thank you
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After hurricane *** hit ********** toward the end of September of 2022, my mobile home lost its roof. I contacted Master Restoration who was in the park. *** said he would check with the office, gave me a price of $3600.00 and could put a tarp on. ******* covered my house, porch and shed. I have a lot of water damage inside my home so I said okay. When they were done they informed me they did not cover my porch or shed, and charged me $3800.00. I could not afford to spend more money to cover those, and now it is leaking where the porch connects to the home inside and outside.

  

  Business response

  11/10/2022

  We reached out to the homeowner and thanked her for bringing this to our attention. We have apologized for the clerical error and we are sending a $200 refund. We also are sending a technician to evaluate the tarp which might have blown around due to the latest Hurricane.

  Customer response

  11/13/2022

   
  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

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had water damage to our property that was discovered in October, 2021. Our insurance company recommended Master Restoration to us. The mitigation of the water damage by Master Restoration was awesome and that side of the business was great to work with. They were wonderful to work with so we decided to use them to do the repairs. We signed a contract with them in January of 2022 and were told they would have it finished by the end of February. This is where the problems began, they did not respond to my numerous phone calls, texts, etc asking for updates. When they did it was one excuse after another. I totally understand delays but they would make promises then no follow through. They would say they would have a crew onsite to work and no one shows up, they never called to inform us. The only way we knew there was no progress was because we have friends who live in Englewood and they were keeping an eye on the house. When they told us it would be done the end of February we planned a trip down in March to see the finished product only to have to cancel our trip when they did not come thru. In March they said they had a new contractor they were working with and could start the repairs. Every week in March I was reaching out asking for a start date, most of the time I would get no reply. Then ***** came and they said they were still vetting the new contractor. Went thru all of April asking for a start date and nothing. May 5th I was told they were starting but went thru the whole month of May and nothing. **** came and nothing, I was finally given a start date of June 27th and a completion date of 4-5 weeks. They worked the 27th and then did not show up again. Then I was told they would be done by July 31st once again this did not happen. Then I was told they would be done by August 31st and that was a firm date. It is now September 22nd and they are still not done.

  

  Business response

  09/23/2022

  We take great pride in our work and appreciate the opportunity to services all our clients.  We are glad to hear the mitigation portion went smooth and the client was satisfied with our efforts.  As in regards to the repair portion the client contracted with us through a sign construction draw schedule. Once project reaches 50% completion a draw payment is due. The project is currently at 50% completion and we have not received a draw payment. Crews are lined up and ready but need payment before we can commence. Thank you for bringing to my attention.

  Customer response

  10/12/2022

   
  Complaint: 18116356
  
  I am rejecting this response because:  they have been promising to have someone on site to finish the job since February and every time they promise no one shows up.  I have asked them to furnish an itemized bill of what they have done to date with the $22000.00 they already have of the insurance money and extra money we sent them and they have not done that.  I have several texts back and forth with **** the project manager and even went to his boss to try to get resolution but they is no progress made.  They told me they had a new contractor set up in beginning of April to begin, that did not happen.  Then they told me they had a new contractor set up to start April 27th and that did not happen.  Then they said they would start on May 4th, they were there for one day and then did not show up again.  Then in June **** told us he met with **** (his boss) and a coordinator to start but then did not get back to me.  I kept texting and calling **** finally said they would start on 6/27 with a completion date of 4-5 weeks.  I contacted him on the 27th because no one showed up, he then said they would start on the 29th and told me the house would be move-in ready the end of July.  I contacted him on the 29th to say no one showed up.  On June 30th I received a text saying that the crew came but left because they brought the wrong tools.  I asked on 7/8, 7/12, 7/18,  finally on 7/20 **** got back to me and said he was on site going over stuff with the crew.  I kept asking for updates, on 8/8 I sent a text saying no one has been there for over a week, then the excuse was they had no water even though they were suppose to get a plumber their to deal with the water issue.  On 8/15 I was told they were working on getting us back on the schedule .  I asked for updates but never received responses finally on 8/29 he said the crew was back in (so much for the end of July finish date) he told me he would give me a breakdown of timeline for completion - never received it.  Texted again 9/6 still asking for the time line.  On 9/13 he said they would be finished on 10/21 again I asked for a breakdown of what they have done and what they have used of the $22000.00.  I reached out to his boss again and he said he would have a resolution - that is when they started asking for the 3rd draw.  I responded I was still waiting for a breakdown of what they have done to date, what they spent of the $22000. and a guaranteed finish date - I have yet to see anything.  Now they are using the not receiving 3rd payment as the excuse.  This is beyond ridiculous.   
  
  Sincerely,
  
  ***********************

  Customer response

  01/12/2023

  I believe I sent you all the info already along with dates and conversations.  After the last hurricane and incurring more damage to the property I gave up on ever getting resolution from this company.

  I reached out to **** and asked him to refund us the money that we have sent them and lets just part company.  They agreed to do this.

  I am beyond dissatisfied with this whole process.

   

   

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Clearly calling the office for the past 2 months for an update has been futile, my only option left is to file a complaint. On October 6, 2021 our insurance company approved the kitchen restoration for 10, 082.82, after numerous calls the check finally arrived on February 9, 2022 and was deposited and the first installment of a little over 6,000 was given to Master Restoration. I had been dealing with Tyler up until this time. On 2/11/21 I received the first call from Nick and that began the next 3 months of confirming the details and picking from samples for the kitchen cabinets, which was like pulling teeth to begin with. Nick sent texts saying that the remodel would start on 5/2/21, I have uploaded those texts below. After cleaning out the kitchen area and sequestering the dogs we waited for someone to show up. NO ONE showed up. Later in the afternoon as you see in the texts Nick stated that "he tracked down the reason and it was due to a heart issue with the installer". He said that he sent to scope of the work to another vendor they work with. On 5/6/21 the texts then say " I should be able to get a guaranteed start date by Monday afternoon at the latest". THAT WAS THE LAST TEXT I RECEIVED FROM NICK. After not receiving any further information for a month I had to hand off to my daughter due to this causing to much stress. She began calling the office on 6/13 1-2 times a week. Kelsey originally told her on that call that the reason we hadn't got an update is the cabinets were on back order. Which doesn't make sense since the start date was supposedly a month previous. She was directed to the operations manager who she sent all previous information to. He said he was working on, that was June 15th, not another call from him either. Finally on 7/30 when calling the office she was connected to long lost Nick who's exact words were "I will IMMEDIATELY call you back, i will call the cabinet company now'. Nope, that was a lie as well.

  

  Business response

  07/13/2022

  we will immediately work with our staff and the client to get this project a resolution. All start dates within the complaint are tentative to material selections being available. As I am sure your aware of there is a severe shortage in certain building materials that has made things quite difficult on the contractor. The color selected for cabinetry is (Navajo Brown) this color is on an indefinite back order. We let the client know of this delay and gave the option to pick another color or wait until we get a better availability. In regards to workers being on site the majority of project is kitchen cabinets, as of this moment the client currently has a functioning kitchen so we find it best for the client that before we send in a crew to demo ************* we must first have new cabinets ordered. We can not order cabinets until the client makes a new selection or decides to wait on availability. We spoke to client last on 6/30 and addressed this issue again with her. Cabinets are still on a backorder with no availability date. We will call the client and sort this out today.

  Customer response

  07/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  After filing the complaint Master Restoration finally contacted us and arranged a time for **** to come out with another cabinet company to complete the work. We agreed to that until we read the response on the Better Business Bureau site which was untrue. As stated in the original complaint we were given the start date never being informed of the supply shortage, even after the no show no mention of a back order was brought up. We would have had to received a call to get that information. On 6/30 the phone call where they said we were "once again informed"was 93 seconds. Most of that was on hold. We decided it was in our best interest at that point to sever ties with the company. On Monday 7/18 I called and texted to inform the company and request a refund. **** texted that they were working on and it would be 5 or so days on 7/20. It is in our best interest to not respond in the positive until we receive official notice of cancellation and refund check.

  

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/07/13) */ we will immediately work with our staff and the client to get this project a resolution. All start dates within the complaint are tentative to material selections being available. As I am sure your aware of there is a severe shortage in certain building materials that has made things quite difficult on the contractor. The color selected for cabinetry is (Navajo Brown) this color is on an indefinite back order. We let the client know of this delay and gave the option to pick another color or wait until we get a better availability. In regards to workers being on site the majority of project is kitchen cabinets, as of this moment the client currently has a functioning kitchen so we find it best for the client that before we send in a crew to demo the cabinetry we must first have new cabinets ordered. We can not order cabinets until the client makes a new selection or decides to wait on availability. We spoke to client last on 6/30 and addressed this issue again with her. Cabinets are still on a backorder with no availability date. We will call the client and sort this out today. Consumer Response /* (3000, 7, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) After filing the complaint Master Restoration finally contacted us and arranged a time for Nick to come out with another cabinet company to complete the work. We agreed to that until we read the response on the Better Business Bureau site which was untrue. As stated in the original complaint we were given the start date never being informed of the supply shortage, even after the no show no mention of a back order was brought up. We would have had to received a call to get that information. On 6/30 the phone call where they said we were "once again informed"was 93 seconds. Most of that was on hold. We decided it was in our best interest at that point to sever ties with the company. On Monday 7/18 I called and texted to inform the company and request a refund. Nick texted that they were working on and it would be 5 or so days on 7/20. It is in our best interest to not respond in the positive until we receive official notice of cancellation and refund check.

  Customer response

  08/26/2022

  After **** texted we would receive a refund minus $2000, we asked for a reason for this and the check. To this date we have received neither. Guess it's Better call Behkin time!

• Initial Complaint

  06/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I would like to formally file a complaint against Master Restoration and Damage Repair, LLC who were hired to restore my home after a house fire occurring on February 16th 2021. The difficulties in working with Master Restoration are expansive and continue to grow, I was not shown initial estimates or line items until I formally requested them from ********* ******** * ******** Insurance Company (my point of contact there is ***** ********* Subrogation Investigator, who stated she will be happy to provide any documentation required). I have spent countless months and sleepless nights attempting to get this project complete, one of the major difficulties was having to act as my own project manager. I was forced to find contractors for Master Restoration after they stated they had no labor pool to assist and pay out of pocket for items and work they were contracted to perform, only to find out they would delay payment or state it was owner's responsibility. They then proceeded to charge the insurance company for work that I had already paid for, or has yet to be completed. They have misled me through almost every step of this process and put me in a position to have to do their work or face further delays and continue to have my family displaced, which is exceptionally difficult for my special needs daughter. When I first began to question what appeared to be fraudulent charges, I was at first brushed aside, as time has progressed their indifference has now turned into intimidation and threats of legal action. I have thorough documentation of all the work done in my home and can provide first hand testimony from the contractors that have worked on my project and their negative experiences in working with Master Restoration. The amount that Master Restoration is charging me for work they did not perform or have yet to complete is staggering, I am requesting that the Better Business Bureau conduct an investigation into potentially fraudulent charges.

  

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/03) */ Good afternoon, Thank you for bringing to our attention. This project is 100% complete. Please see attached a couple of before and after photos. Timeline on this full house fire remediation/repair was completed in both a professional and typical time frame for a loss of this size, especially in the trying times we are all currently living in with work and material shortages and delays. Allegations from the customer that she was managing her own subcontractors are not accurate as all subcontractors on this project were contracted and vetted through us as well as paid directly from us. We have never charged the insurance company for anything more than needed to restore the property. The only payments outside of insurance that the client was to pay were the deductible and change orders for upgrades that fell outside of insurance coverage, and for which the client agreed to pay separately. We had a written contract with this client, and we performed according to that contract. We performed a final walkthrough with the client and she was very excited to see the outcome and workmanship. When it came time for final payment due the client has refused to pay. We have been forced to record a construction lien against the property to protect our interests, as provided under Florida law. This BBB Complaint appears to be filed in retaliation for the construction lien. Thank you. Consumer Response /* (3000, 7, 2022/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you so much for your time. However I strongly disagree with your response. I was told in your office that you had no one to build back our home and I was forced to find contractors on my own. I feel companies like yours are the reason why home Owners insurance is at an ultimate high in Florida! Do the right thing and settle for the work you actually did. I have no reason to retaliate. I am just another victim.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a water damage insurance claim for my kitchen. My insurance provider sent a representative from Master Restorations to my home. He arrived on 12/7/21. He told me that they would be able to complete the replacement of kitchen cabinets by 1/1/22. I had been speaking with another representative from the company since 11/3/21 regarding the estimate and scope of work. The project manger that came to my home said I had to give him a first draft payment of $9300 which I did. He said he would send me samples of colors and styles to choose from and they are 6 to 8 weeks out to receive them and once received they would begin work the next day. I was told they could finish it by January 1st. On or about 12/15 I called the project managers number as I had not heard about the cabinet selection or received any samples to choose from. I was told that they now could not get anything except white or gray cabinets, which I told them specifically from the beginning, that I did not want. At this point there was no way the job would be completed as promised, so I said I would want my money back and I will find another contractor. He said no problem. They then sent me a contract release agreement and said their policy was that they could not release the funds until the agreement was signed. I signed it and was told that they would be contacting me. I called them repeatedly and sent emails asking for the status of my repayment and and have not received anything nor have I gotten a reply from them. I want a refund of the $9300 that I paid, and have received no work or services from them.

  

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/02/22) */ Thanks for bringing to my attention, and we will get a solution in a professional time frame. We have several records indicating many selections have been handed to the client. His exact selection is currently on an indefinite backorder due to Covid and supply chain issues. We have spent many hours trying to locate a product the client likes. I will look further into this concern. Thank you Consumer Response /* (3000, 7, 2022/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all, I was only given one choice of a cabinet style that was not in a gray or white. I actually agreed, reluctantly,to go with the selection that they offered. I was then told that they could not provide that selection for me. Nor did they offer any other options, or any timeframe that they might be able to provide any service for me to resolve the issue. The response that they gave to this at this time, is exactly what I have been dealing with since November 2021.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Over 5 months and they never completed my repairs. They took a second draw check 6 weeks ago and never bought any supplies or materials. I gave them $5900. They promised to give it back to me over 4 weeks ago. Still no check. The repairs still need to be finished, but they need to give back money so I can hire decent people to do the work. I had water damage back in July and filed the claim. They made me live in a hotel for 7 weeks and the mold removal was still not done properly. I moved back onto my house without still in it. I believe I still have mold they didn't bother to look at. They don't return calls. They can't keep an employee to save their life. The third party contractors all quit on them because of how they do things. I have pictures, texts, promises never kept etc.

  

  Business response

  01/03/2022

  Consumer Response /* (2000, 6, 2021/12/29) */ They cut me a check today. Thank you for your help. Please close out this claim.

*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. ↩