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:04/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 hired to repair and restore my downstairs bathroom due to mold. My home insurance company (Citizen) paid for the initial payment that was charged to me which was $9,500.00. My home insurance paid them the exact amount . The company now wants an additional $9,254.61. Which was not the original price .

• Initial Complaint

  Date:03/09/2023

  Type:Customer Service 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.

  My 89-year-old grandfather contacted them because he was having some water issues and he received their flyer in the mail. The guys were nice when they came out but when they gave my grandfather paperwork to sign, they would not let him read it. He has macular degeneration and needs a magnifier to read, and they guy grabbed the magnifier from him and made him sign the document. My grandfather has no idea what he signed and the company is not contacting him back.

  Business Response

  Date: 04/10/2023

  //**************** Los ******- Sr. ******* Manager has made 3 separate attempts to contact ******************************* at the phone number listed in this complaint- ************.
  On 04/05 message was left at voicemail. 04/06 again message was left. And on 04/07 message as well.

  Mr. ***************; left a detailed message which stated we had a work authorization from ***************************** which seemed to go to the described person in this complaint, and also let her know the work authorization was shredded.

  We were never fully informed of who the person was. Please see attached work authorization, which had been shredded on 3/09/2023 when we showed up to house for work and homeowner would not open door or answer phone calls.

  Please note- Home Owner was given all information verbally due to his limited sight.  There were 2 representatives at the home for the requested estimate, as he called and asked our company to come and check the issue at his home out.

  ******************************* has not returned any phone calls to resolve with her.  We take any complaint seriously and want to make it all right.

   

   

  Customer Answer

  Date: 04/10/2023

   
  Complaint: 19577502
  
  I am rejecting this response because: 

  The information about my grandfather is correct. The company did contact me during working hours on April 5 and April 6, but not on April 7 as stated. Additionally, I contacted the company back with no response on April 6th. 
  

  While the form was shredded I wish to have written proof that the company will not attempt to hold the contract against my grandfather. Once written proof is obtained, I will accept the response from the company.
  

  The business should be allow individuals to read all contracts if they wish and should not force everyone into verbal agreements. Additionally, it was not professional of the company to take away his magnifier.  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/11/2023

  ************************-

  
  

  As requested in your email to the BBB, please see the attached Work Authorization that ********************************* signed on 03/09/2023. 

  Please note- that on 03/10/2023. When our company went to the home and were denied access and calls were ignored, the original document was shredded. There is no claim with our company as no services were provided.

  
  

  Mr. Los ******- our Sr. ******* Manager has left 3 voice messages at your number provided in the complaint- ************, but has not heard back.

  
  

  We apologize for any misunderstanding. 

  
  

  I hope this resolves the issue and the request.
  

  
  
  

  Customer Answer

  Date: 04/11/2023

   
  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.

   

  Faith,

  
  

  Thank you for your response. In addition to his ocular medical condition, my grandfather also has severe hearing loss and cannot hear the phone or doorbell. My grandfather did attempt to call after the representatives left and he did not receive a call back. Hence why *************** to this issue at his request. 

  
  

  If you will note this within BBB, I will then resolve the issue. I would appreciate if all of your employees follow best practices when working with the older population and allow them the time to read contracts as they request. 

  
  

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

• Initial Complaint

  Date:12/14/2022

  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.

  I had a leak in my bathroom in mid-October, 2021. My insurance adjuster said I had to find someone to remove the moisture damage in the walls and do repairs. I was referred to advanced restoration by my neighbor. *** told me I had mold in my 9 x 5 ft bathroom. I told ***** had received a check for $10K from the insurance for the water damage and repairs/remodel of bathroom. **** said that I had mold and the mold restoration would be from $1500-$2500, which I looked up and was accurate according to ******* **** told me the rest of the money would go towards the repair of the wall and tile in my 9 x 5 ft guest bathroom. He asked for the claim documents and my insurance policy which I sent via e-mail to the Company. ****** came in for the ***************** remediation and did mold testing and had 3 dryers, one humidifier and plastic. ****** told me I had to sign a work authorization for them to be able to contact my insurance Co., I did. They said it needed 72 hrs tx. They left machines after 72 hrs., 2 weeks total, Several calls to come retrieve them. **** dodged my phone calls and then in April came to look at completed work and continued to state he was going to do mold and repairs/remodel contract work with in my 10K budget. My Uncle was present during this conversation. I had another roof leak that my ***************** repaired and I called **** and let him know that he could start the repair work on the bathroom because my insurance company was going to cancel me if the bathroom was not completed. **** dodged my phone calls. He finally answered in Sept, 2022 and said he was confused about what my deal with my insurance company was. I explained that I had told him several times that the they paid me 10K for the project, he said, Oh yes now I remember. I asked him to send me the invoice for the mold remediation and he did not. I had to find someone else to complete my bathroom that was left with walls w/wall paper left and a small part of the tile removed from tub area of the wall. My 72 y.o. Uncle had to replace the toilet for use. I had a non-working bathroom for almost a year. I received a phone call on 12/5/22 from advanced restoration that my insurance denied their claim. I told them that as I always said, the insurance company paid me 10K for the claim and that was our budget for the entire bathroom repair which was not completed. I asked for the mold remediation price and they told me over the phone that I owed 15K and another $900 in a separate bill. I explained that that was highway robbery and I would contact my lawyer. I contacted my insurance company for the invoices and the dates are incorrect. The invoice date of service was 8/9/22 and no one from that company has been to my home since ****** came in 3/2022 and Uri came to look at the finished demolition of my bathroom in April of 2022. The invoices are also charging for services not rendered and double charges. They are completely inflated prices and billed for fraudulent work. In addition, my condo association repaired all pipes took out the wall behind my toilet initially and repaired another issue with a pipe in July, not Advanced restoration because they were not reachable. googled all of the services and even the ones that were done, were 4 times the price for mold remediation etc. I read reviews on Yelp of this company and there were multiple experiences similar to mine including that they changed the name of their company from ************************. My Insurance company stated that the prices were extremely inflated and when we went over what they said they had done, many of the things were not done as were being charged. I feel scammed and this is complete fraud. I have pictures of the water/mild mold. I am willing to pay $1500-$2500 as originally quoted and is appropriate according to other reputable companies for the actual work done.

  Business Response

  Date: 12/14/2022

  By end of business on 12/15/22 Mr. ********************* the General Manager of Advanced Restoration will be contacting the homeowner in order to try and resolve this issue. 

  We will report the outcome to the BBB after their conversation.

  *************************

  Office Manager