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:02/01/2024

  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.

  This company sent out subcontractors to do home repairs having to do with a home insurance claim. After 2 different companies got sent out to do the repairs unsuccessfully, JD Restoration insisted on wanting to send out the same people. Between the 2 companies, they were at my home 5 different times. When reporting to JD Restoration & requesting for them to send reliable contractors to accurately fix the problem, they refused. Manager ******* was unprofessional when providing the incompetent options which were not suitable. The opportunity to the contractors sent was given multiple times & all they were willing to do was provide a $150 gift card for me to fix a leak on my a/c & kitchen sink. For all the advertisement this company does, their work is less than *************** are not reliable.

  Business Response

  Date: 03/06/2024

  Dear *************,
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced regarding the recent home repairs conducted by subcontractors on behalf of JD Restoration.

  
  We take your feedback seriously and understand the importance of addressing this situation promptly and effectively. Rest assured, we are initiating a thorough investigation into the issues you've raised to identify the root cause and rectify the situation as soon as possible. Additionally, we are committed to implementing measures to prevent similar occurrences in the future.

  
  To facilitate our investigation and resolution process, we kindly request that you provide us with detailed information regarding the visits made by the subcontractors, including dates, the scope of work performed on each visit, and any specific concerns or observations you may have noted during their visits.

  
  At JD Restoration, we strive to uphold the highest standards of professionalism and customer service, and we deeply regret any lapse in meeting your expectations. Please be assured that we are taking your feedback seriously and will take appropriate actions to address your concerns.

  
  Once again, we apologize for any inconvenience this may have caused you, and we appreciate your patience and cooperation as we work to resolve this matter to your satisfaction.

  
  If you have any further questions or concerns, please do not hesitate to contact us directly.

  Your satisfaction is our priority, and we are committed to earning back your trust.

  
  Sincerely,

  JD Restoration's Customer Success Team

  Customer Answer

  Date: 03/08/2024

  The company was made well aware with about the ongoing situation. They kept saying they were going to address the matter, but would fail to communicate & follow through. Finally, they insisted on expecting for me to be good with them to either send back the same companies which failed to fix the matter the 5 times they came out or for me to accept a $150 so I could fix whatever I could with that amount. According to them, they had already paid the workers & I wasnt paying for nothing, as if the transaction did not involved two (2) insurance claims & they were going to bill my insurance. They did a dry out on areas where the repairs were not completed successfully & simply refused to address the matter in good faith, becoming accountable, reliable & responsible for the work. 

  Customer Answer

  Date: 03/11/2024

  Date Sent: 3/8/2024 9:04:58 PM
  

  The company was made well aware with about the ongoing situation. They kept saying they were going to address the matter, but would fail to communicate & follow through. Finally, they insisted on expecting for me to be good with them to either send back the same companies which failed to fix the matter the 5 times they came out or for me to accept a $150 so I could fix whatever I could with that amount. According to them, they had already paid the workers & I wasnt paying for nothing, as if the transaction did not involved two (2) insurance claims & they were going to bill my insurance. They did a dry out on areas where the repairs were not completed successfully & simply refused to address the matter in good faith, becoming accountable, reliable & responsible for the work. 

  Business Response

  Date: 05/03/2024

  "We exhausted all available resources in our efforts to assist the client even before the complaint was lodged. Despite attempting three times to dispatch our technicians to resolve the situation, the client consistently declined our services. As a final measure, we provided a gift card, allowing the client the option to engage another company if desired, in order to address the issue at hand.

  
  It's important to clarify that our core responsibility does not encompass kitchen replacements, cabinet installations, or similar tasks beyond our scope. As an emergency response company, our primary focus is on tasks such as mold removal, water damage mitigation, and halting water leaks.

   

  Moreover, it's noteworthy to mention that we underwent multiple changes in the operations manager assigned to the case due to the client's ongoing dissatisfaction despite our representatives' diligent efforts. This included attending to calls and messages, even during late hours, to ensure prompt assistance."

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21233992
  
  I am rejecting this response because:

  The information provided is inaccurate. I refused for them to continue to send out the same contractor that had come out 3 times & failed in his attempts to correct both areas affected (*****). They sent a different contractor 4 times, & still we have issues for we randomly find leaks under the kitchen sink. A total of 7 times I've accepted your contractors to come out. It is not my fault or problem they do not have qualified contractors to complete the work & that's their responsibility. Furthermore, the one contractor I refused for them to send back (*****) that worked in both areas, failed to report about additional work needed on the A/C in order to completely stop the leak. A company from my *********************** had to come out to fix the A/C. They were the ones that reported the additional work needed There were no such thing as numerous calls at late hrs., which could've easily been avoided if they would have followed up with my reports during business hrs. It is the company responsibility to address their ongoing business, especially when filling claims using the ********************* So, if you intentionally fail to either respond or address matters in business hrs. to then charge the customer insurance $360 dollar "emergency call after hrs." then you're seriously scamming your customers. You did not come out to assess or do any type of work, the random times I called to find out the status of my last report. I have never expected or requested for you to replace absolutely anything in my home. My request has been simple, you failed to complete the work satisfactorily the first through the seventh time. The leaks are the root of this business transaction. Without the leaks being 100 percent corrected, I cannot begin the restoration of my home. The work for the dry out went to waste for your contractors were unsuccessful in fixing the problem. In summary, you successfully completed part of the work, due to your staff incompetency, & lack of follow up & communication with your customer. Failure to properly complete the work does not entitle your company to full compensation of claims to my insurance. Failure to correct is consider fraud.

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

  Business Response

  Date: 05/06/2024

  *************,
  As a company dedicated to respectful resolution, we are committed to addressing your concerns promptly and effectively.

  
  We have diligently explored every avenue to reach a satisfactory outcome for you. Despite our best efforts, it seems we have not yet met your expectations. Our latest proposal, suggesting you find a service provider you trust to address the leaks, was intended to empower you to choose a solution that aligns with your preferences. The gift card provided was meant to facilitate the initial inspection process, ensuring transparency and expediency in resolving the issue to both your satisfaction and our commitment to maintaining our reputation and accountability.

  
  Regarding your mention of the emergency call service charge, it's important to clarify that this charge was incurred only once. We have thoroughly reviewed the communications and interactions with ******************, ********************, and ******************, as well as our managerial involvement, in handling your case. We take exception to any implication of dishonesty on our part, as our aim has always been to address your concerns transparently and responsibly.

  
  With that said, we are eager to reach a resolution that meets your needs. Please communicate your requirements so we can work together to resolve this matter to your satisfaction.

  
  Kind Regards,

  JD Restorations

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21233992
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/07/2024

  Is important to have an accurate timeline of our business transactions. The contract was signed on December 11, 2023. Repairs started & dry out was allegedly completed on Christmas 2023.
  Shortly after in January 2024, I began reporting I still had leaks on both areas. By January 24,2024 the contractors hired by JD Restorations had already been at my house 5 times unsuccessful on fixing either problem area. On this date ******************** offered to send again the same contractor out. If I didnt want the contractor, he could give me a $150 gift card. I refused & requested a supervisor. ****************** identifying as the supervisor, made the same dismissive offer by saying; we paid those contractors to do the repairs already. Either he comes out & I can go with him, or you take the gift card & fix whatever you can with it. Like if ******* being present was going to change the outcome considering they had been out 5 times by then. Also like if they had not billed my homeowners insurance for the entire work, even though it was not completed & the dry out had gone to waste. It took this complaint with the BBB & me getting my homeowners insurance involved in the process exposing the work had been unsuccessful for your company to begin acting in good faith after accusing your company of fraud. It wasnt until my insurance & myself, on April ********************* to have other companies complete the work, till matters started getting properly getting addressed for I was being completely dismissed all previous months.
  
  Is also important to point out that for four (4) months you had me chasing after your company with the same complaints. Four (4) months that your negligence & disregard created nothing but a tremendous amount of stress & frustration. As well as a great deal of fear due to this company charging thousands of dollars for work not completed & intending to collect payment for work not satisfactorily or successfully completed. Fear in mold creation developing while therere holes & cut out walls leaving all problem areas exposed. Company & their personnel have been a massive disappointment for no family should ever be experience this type of treatment especially when dealing with something so sensitive like the repairs on a home & the homeowners insurance.
  In reference to the emergency calls. On page two (2) of both contracts, theres a $360 fee for emergency calls. At no given moment when chasing any of the personnel from JD Restorations to inquire about the status of the work still needed to complete the work at my home, it was never disclosed an emergency call anything. No one ever disclosed a fee for them taking my call after hours. No personnel from JD Restorations were ever dispatched to my residence to do any work whatsoever. Again, it shouldve been JD Restorations responsibility to follow up during business hrs., disclose this significant information about emergency calls for they do not have the average business line or provide emergency numbers, so as a customer I was unaware the way they run their business supporting their fees.
  
  In order to complete this transaction, JD Restorations must submit an amended invoice for the two (2) claims considering the work they provided was partially unsuccessful. Any charge regarding the repairs as far as parts & labor, theyre not entitled to. This also includes the most recent discovery that the plumber had me discard my working faucet to replace with one of much lesser value alleging the faucet was the reason for the leak & that was inaccurate. Videos provide show that was inaccurate. The dry out, any equipment used to perform it, & any labor charged, also needs to be removed from the invoice considering since December when was done till now on May 5,2024 the leaks were successfully fixed. Meaning for over 4 months both areas continued to get wet, voiding the dry out. So please, correct both invoices being fully aware on the things youre not entitled to considering you were unsuccessful & prolonged the process for over 90 days, for once again, is when the repairs were independently completed by me with other contractors NOT by JD Restorations.
  

  Business Response

  Date: 05/21/2024

  Dear BBB Representative,
  Thank you for reaching out regarding ***************** insurance claim matter. We appreciate the opportunity to address any concerns and provide clarification.
  Our office manager, *************************, has been actively engaged in assisting ************* throughout this process. Despite our best efforts, we regret to inform you that a refund through the insurance claim is not feasible at this time.
  In our commitment to rectify the situation, we extended an offer to cover repair expenses directly out of our own pocket. We made it clear that ************* could choose any contractor with whom she felt most comfortable. However, she declined this offer, expressing that she does not require financial assistance presently.
  We understand and respect ***************** decision. As a gesture of goodwill, we mutually agreed that once the claim process concludes, should ************* require any additional support, she can reach out to us, and we will endeavor to assist her to the best of our ability.
  We remain committed to ensuring ***************** satisfaction and appreciate your attention to this matter.
  Sincerely,

  Customer Answer

  Date: 05/21/2024

  The general manager did reach out to me. Seems they got paid out for all the work regardless of the company not completing it. He said he was willing to do whatever he could do for me in order to mitigate the situation between us sounding like a bribe I told him he could return the money wrongfully collected back to the insurance company, he refused. 

  Customer Answer

  Date: 06/01/2024

  I did write to you letting you know it was not resolved

• Initial Complaint

  Date:10/26/2022

  Type:Product 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.

  They came to do a mold remediation on my home after hurricane ***, they threw away and damaged all of my belongings that I was told would be neatly piled and covered for what they needed to do and now they will not reimburse me for the things they destroyed and threw away. Over ***** dollars in items thrown away and damaged. Also never even completed the job or did the mold test on my home. Because of this company I have had to replace things out of pocket for the damage they did.

  Business Response

  Date: 11/21/2022

  To whom it may concern,
  
  Thank you for your trust in our company.
  As a service provider company, it is our main objective to keep our customers happy.
  It is shocking yet worrying for us to know that ********************* still to this day feels that our efforts to compensate for her experience haven't been enough.
  
  The client had a close relationship with a representative of the company who no longer worked with us at the moment of the mitigation. Due to this, the client refused to use our preferred mold test provider since she wanted our ex-employee to perform such a test.
  
  After going back and forth with her and her husband explaining the importance of this step, they agreed to it. (Find attached the mold test results).
  
  When performing our job is crucial to remove all the contaminated material from the premises since it contains mold spores that can travel through the air. The client refused to remove the kitchen cabinets at first. Then they involved a third party to advise them and called us back to remove it since it needed to be done along with other contaminated items.
  
  After this second mitigation, the client did not allow us to perfom a second mol dtest.
  
  Weeks after our job was completed, we received a call from the client alleygating we owed them a bathtub that was contaminated with the mold encapsulation process. The area with the encapsulating material was supposed to be there in the first place since it was preventing the mold in the caulking spread further. Nonetheless, to satisfy the client we gave a $1500 check remuneration that was agreed upon. (Find attached the text thread conversation and the picture of the check as well)
  
  Even though our workflow was intercepted, and we had to perform our job twice we gladly listen to her concerns and addressed them as we saw fit.
  However, the client after we gave the $1500 compensation, the client came back with a list of things that we damaged or that were disposed of.
  Nor did we dispose of anything without her consent or voluntarily contaminated any items.
  
  Once again, we gladly assisted the client and did everything we could to satisfy her needs. Until we felt the client wasn't being sincere with the demands.
  
  Hope this is of help,
  And again, we are truly sorry for the experience the client had.
  See Attachment/File: *************************** Check

  Customer Answer

  Date: 12/15/2022

  This company never even administered a mold test on my home, the document they provided is not mine. I never denied them from doing the mold test. I have text proof of trying to get them to come to do the mold test. the "encapsulation they speak of of my bathtub was white spray paint nothing for mold, it was over spray and it was on everything we owned that was left in the home when we were told that all of our belongings would be put in one area and covered for its protection.

  Business Response

  Date: 12/16/2022

  As you see with the evidence attached,
  JD Restorations did everything to accommodate the client and we attached the evidence to it.
  If what the client claims is true, we would like to see her evidence of her claims.
  She was an extremely difficult client and didn't comply with our SOW and sabotaged our process since the beginning.
  We are a reputable company, with licensed employees and very high standards.
  We did everything we could to satisfy ********************* and we are still surprised she is not happy with all the accommodations we did for her when we should have to begin with.
  See Attachment/File: MollyMcDonaldCheck 1.zip

  Business Response

  Date: 12/19/2022

  ***Document Attached***
  The Attachments were the ones we uploaded the first time.
  I will attach them again.
  - Check for **** USD
  - ********** Test after client didn't allow the full removal of kitchen cabinets and contaminated items
  - Invoice with visual evidence of damages prior to our job, during and after.
  - In the kitchen-living room section of the invoice you can see the pile of items that were disposed per her approval. The items inside the house that were disposed were contaminated with mold.
  - Our negotiated price that her case was also underpaid
  
  See Attachment/File: MollyMcDonaldCheck 1.zip

  Customer Answer

  Date: 12/20/2022

  ***Document Attached***
  here are a few pictures of the over spray from white spray paint
  See Attachment/File: BE0B5479-4C40-44D8-9F28-38AFCD30E499

  Customer Answer

  Date: 12/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  That mold test is from someone licensed in *****, not a ********* mold license first off. i asked multiple times for the mold inspectors information and when i spoke to him i was not on his schedule. i will just have an attorney handle this from here on.

• Initial Complaint

  Date:05/18/2022

  Type:Billing 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 will need a phone call from the corporate office due to the numerous amount of issues that are unable to fit in this complaint, specifically with Orlando. I asked numerous times for a quote they never sent, they started the work when only supposed to be measuring but due to my disability & unable to travel stairs alone & their severe broken English, they wouldn't stop. Called office several times, no one answered. Called Luis the supervisor, also no answer. The Monday after & the 4 days proceeding, no one returned my 10 calls. I finally received a bill breakdown from my own insurance provider. I noticed 70 errors in total for charges & sqft that does not exist nor occurred. The amount was severely inflated. Over $14,500 for a 45sqft room. I also noticed an over charge for permits & fees, so I called my county. The permits were never pulled. I called & spoke to Luis. He said they never get permits. So why was I charged & most likely so are other customers. It's illegal here not to get permits. They also disobeyed the 14th Amendment by taking advantage of a woman with a disability. They also committed insurance fraud by submitting a bill for items that never existed & the MEAS were extremely inflated. While speaking to Luis a Lisa gets on the call & begins to argue with me stating that she made an agreement with the insurance company for over $7,000 & the mold guy they hired for over $2,000, totalling $10,000 which is our insurance cap. USA average cost for the sqft of our bathroom is under $4,000 for a remediation & a mold test for a single room is $400-$700. So then I asked for a breakdown of how she came to the $7,000, which she is refusing to give. Stating she already made an agreement with our insurance agent. I informed her that I spoke to my public & private adjusters & my sister-in-law who is an insurance attorney in Daytona. All of whom told me that it is my legal right to have a breakdown & if I was mischarged, that I can renegotiate work actually done.

  Business Response

  Date: 07/22/2022

  Business Response /* (1000, 19, 2022/07/22) */ Good morning Mrs. ********, We would like to apologize again for any inconvenience caused and we want to reiterate our commitment to offer the best service and customer service to our clients, as we have previously spoke with you, we are in the process of resolving this situation in accordance with what has already been discussed with you and our agreement. Thank you for your patience. We will keep in touch.