ComplaintsforComplete Water Removal & Restoration

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a tree fall on my home 7/20/23. My insurance **mpany used them in their preferred network - so they sent them out to tarp up the roof. I used them to repair the master bedroom and decided against using them for the roof. Their estimate to the insurance ** was too high. The insurance **mpany said the estimate for the roof was outrageous. The master bedroom price was agreed upon and I paid them for it - they have almost finished (Need touch up paint done). I declined for them to do the roof and he said I would need to pay for the estimate. He did not give me an amount of that estimate, but I will not pay for an ESTIMATE

  

  Business response

  09/24/2023

  SSG *******, 

  I thought we had resolved this? I honestly dont understand why you would give us poor reviews on ****** and the BBB. Our reputation is very important to us. Please let me know what we need to do to get this corrected. I am hoping that you just forgot to correct this and we are good to go. Please advise.

   

  thank you sincerely 

  *************************;

  President 

  Complete Water Removal and Restoration Inc.

  Customer response

  09/25/2023

   
  Better Business Bureau:
  
  This was a misunderstanding and had been resolved to my satisfaction. Thank you  to  ***************************!  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

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************************, of Complete Water Removal was hired to complete water/mold mitigation as well as whole home restoration after a storm hit my house during a roof replacement. From the start I should have realized all the red flags and put an end to what would ultimately be a complete debacle. Every stage of the rebuild was riddled with problems starting with drywall which included buried pre-existing outlets, walls that used to be flat were now bowed and doors that used to close no longer close. In one month the walls were painted THREE times due to subpar, inexperienced cheap laborers. **** was rarely at my house. His lack of accountability was evident immediately which is why I forced myself to be there EVERYDAY. ****** lack of construction knowledge really shined when he tried to install 3 standard sized bathtubs. The pictures speak for themselves. It got so bad that I literally kicked them out of the bathrooms and banned them from do any further work in there. Wall studs were cut with a saw trying to make the tubs fit, tubs were installed off center, no cement was poured under the tubs as the instructions state. **** attempted many facets of this rebuild himself as a way to profit further from what he had been paid current, location-specific rates. During this nightmare **** was asked dozens of times to provide the cost for this project which he still has yet to provide. He was overpaid $24,221.17 that he refuses to refund. Which if you read the other negative review on BBB seems to be a pattern. The cost to have a company tear up all the damaged flooring and replace it is $24,805. The cost to have a contractor come out and repair all of ***** mistakes and complete all unfinished tasks is $16,000. The cost to have my pool cement deck recolored is $3500. Hundreds of pics, texts and hours of voice recordings will prove my case in court. Here is a link to my full story https://docs.google.com/document/d/1WXcgiMdktuGXisLWe3Vyh2Vo5ResOFqeTaE8PZ54BaM/edit?usp=sharing

  

  Business response

  12/15/2021

  THis customer is absolutely lying about what took place.We were absolutely not over paid actually we were not even paid the full balance due to us however I have made every effort to accomodate this customer in good faith as our reputation is very important to us. As I told him we Guarantee all of our work and offered to have a flooring team come out and make repairs or replace any flooring. Even though I believe the damages to be done by him moving very heavy furniture and vanities to his top level after the flooring had been installed. He has continually trying to find a way to defraud us out of money and avoid paying his debt. He has made many statements referencing work that he said was not completed once I showed him pictures of the work having been completed he would change to something else. He has also made very specific statements on ****** regarding things that we did wrong or did not do at all. Which will be addressed in a court of law as I have very clear documentation that the statements he made are outright lies. He was constantly making changes to the scope of work to be done on almost a daily basis. He choose the materials he wanted installed the flooring and underlayment specifically and against the advise of the flooring team working on his project he made it clear that was the materials he wanted to use. This man refused the warranty of work and instead demanded over 50K. He made statements that we did not provide him an estimate in a timely manner. This is absolutely untrue. We provided an estimate to both him and his insurance company prior to even beginning any work to rebuild his home back to its condition prior to the loss. However as the project began and continued he wanted more and more upgrades which were not part of the original scope of work and would costs additional money. More than what the insurance company had allotted for the repairs to his home. He constantly made changes to not only the scope of work but also the materials the bathtubs I am referring to at this point. He also made a statement on ****** referencing that we installed his tubs incorrectly. Which again can and will be proved in a court of law as he hired a plumber himself to install his bath tubs the final ones he decided to go with. Which were his 3rd change of tubs to be installed. There is more to address than I can do here. I will absolutely be suing this homeowner for slander with malice intent as well as pursuing the balance owed top us for the work we completed at his home. I am also going to attach some photos and if possible a video showing the work that was done then undone I can only assume by the homeowner in an effort to defraud us and justify his actions. Furthermore I must add that this behavior from him began when I refused to submit a fraudulent estimate to his insurance provider so he could get additional funding.

  I posted just a cpl of texts from the homeowner. I will be posting more but due to restrictions on what information I can include in this response it will take me some time to get them ready to post. I will be posting more in the future. More than enough to confirm he is trying to defraud my company and he was upset that I had to finally tell him directly that I would not participate in fraudulent activity. That is when he blew up and started all of this.

   

   

  Sincerely, 

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

  President

  Complete Water Removal and Restoration Inc.

  Customer response

  12/15/2021

   
  Complaint: 16326248
  
  I am rejecting this response because: For many reasons I'm rejecting this response from this scam company. for one, look at the other negative "review" on the BBB. That gentlemen talks about losing $20K, **** supposedly acknowledged that there was overpayment, lied about sending checks and then just stopped responding. I will say that I don't know the details of that case, only what I read on the BBB site and what I see is a clear pattern. Now also look at the other BBB "complaint". ********************** will say this is a lie, but considering I hired the lawyer that also represented that poor Sr. ******* I know the facts. **** wants to talk about slander...he claimed this poor lady forged his name and stole $80K from him, held her belonging hostage and SUED HER and put a lien on HER house. That litigation was going on while my house was being poorly rebuilt so I actually have the texts from him where he told me his fabricated side of the story. Ultimately his lawyers told him you have no case and it was settled in litigation and the lien was removed. ****** respond after that litigation to the ladies lawyer was "you out lawyered me, i need to hire you next time". That is a quote from my lawyer. I mention all of this not because it has anything to do with my case, only so you can see what type of operation ********************** runs.  

  So now let me respond to ****** "response of lies". So if I owe this man money then someone please explain to me why I have dozens of text messages to **** in November2020 - February2021 and again from June2021 - November 2021 of me repeatedly asking for the final estimate? He claims he sent it, well my text message and voice recording will prove otherwise. I know for sure that if someone owed me money I'd be all over them. I have no emails or text messages or hard copied of any final **** from this company. 

  So lets talk flooring. More lies from ****. This one is easy. first i have him on voice recording and in text of him admitting he did indeed recommend the faulty underlayment that was used that is destroying my floors on a weekly basis. let me also add that **** purchased the underlayment...NOT me. **** provided the underlayment to the flooring crew NOT me. He talks about guaranteeing the work, so let me see if i understand this...you destroy my house, you owe me thousands of dollars and I'm supposed to let you back in to do more bad work? not a chance. Oh and for the record I have **** on Voice recording stating that he would rather pay me an agreed upon amount and not have to come back to my house. again, on voice recording you can hear me reviewing the offer that **** MADE TO ME that i reluctantly agreed to.  But I'm the liar. Seriously, look at what he stated in his response "Even though I believe the damages to be done by him moving very heavy furniture and vanities to his top level after the flooring had been installed". Number one the damage to the flooring all over my house was due to simply just walking on it. number two, if moving furniture around a house causes that type of damage then clearly one would say there is something very wrong with the way that flooring was installed. 

  as far as his statement "He has made many statements referencing work that he said was not completed once I showed him pictures of the work having been completed he would change to something else". that statement was regarding one thing...a floor leveling compound that was applied to the 2nd floor. which i might add if you do look at this pictures and then research floor leveling you still see that they had no idea what they were doing. the question was regarding how many rooms actually got the leveling compound and after he did show me the picture i let it go. "daily changes to the scope" that's another lie. where their changes...of course, it was a whole home reno of course there are going to be changes. turn on HGTV and watch any of those shows and that will prove my point. There were a few, but not what **** claims, the problem was he could not handle of job of that size. 

  **** continues on about me wanted more and more upgrades. I'll just respond for the record that I purchased or paid for the few upgrades. for example i upgraded all the door hinges and k**** throughout the house. i paid for the upgrades and I INSTALLED THEM. I paid **** for the materials to change my wooden stair balusters to relatively cheap aluminum type ones from *********** A. he never even finished installing them, I had to. B. He is trying to charge me for Premium Grade Wrought Iron rails at over $200 per foot. sketchy if you ask me. the biggest upgrade was to the master bath which Complete water had nothing to do with in regards to the finishes. the agreement was that i was going to handle all the tile work, shower install, vanities, toilets and sinks. again I sent text pictures of the finished tile work that my friend and I did to ****. not only did he compliment me on the job well done, but said he would love to come and take pictures for his website. to be clear, he wants to take pictures of work he DID NOT do and post on his web site as if his company did it. text messages do not lie. 

  ok let's talk bath tubs. I went to the store and purchased 3 bathtubs and brought them to my house. when it came time to install them **** found that 2 of the 3 were damaged and yes he went to the store for the replacements. after the new tubs were on site **** attempted to install them himself and failed. again in text **** said he has a plumber that would come to the house and complete the installs and that i could deal with him directly. and I agreed, what a mistake that was. After i kicked EVERYONE out of the bathrooms after the complete butcher job by **** and the horrible plumber HE recommended i had to tear everything out and redo it. I have all the proof in pictures and text to back up all of this. 

  lastly let me address the ridiculous claim that "Furthermore I must add that this behavior from him began when I refused to submit a fraudulent estimate to his insurance provider so he could get additional funding." that is a outright lie. I have already discussed this with my insurance company. I am going to use examples here, these are not exact numbers. if the insurance company paid me $100,000 to rebuild my house back to the way it was before the lose and I decided to make changes to the scope of what is rebuilt...THAT IS NOT FRAUD ****. The major example would be the downstairs flooring. I had engineered wood floors glued to a slab and had installed LVP flooring on top of it. insurance paid out for the replacement of BOTH floors. i made the decision to only install LVP which means I got to keep the money they paid for the wood floors and use that money (~$10,000 towards other items. This is not fraud. another example, in my son's bedroom we had chair rail moldings and bead board. we decided to not reinstall that which was another ~$1500 back in my pocket...again not fraud, just more lies from ****. I've had so many conversations with my insurance company that even they know this man is scamming me. My insurance company is the one that gave me contacts to reach out to and submit complaints. between February and June of 2021 **** blew me off, it wasn't until I took the advice of my insurance company and placed a complaint that finally got ****** attention and got him to respond. of course his response was more of this "slander" non-sense. and once I told him who my lawyer was his tone completely changed and we had several in person meetings after that. again, all in text and will easily be read by a judge. Unfortunately those meeting were just more of the same from ****...lie after lie. 

  I recorded every in person meeting with **** between June and now on my iPhone. hours of conversations of him admitting to just about everything I've claimed. he can post whatever he wants, but his own voice will prove my case. 

  it's clear this man has no intent in making this right, so it's on to the next phase. 

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

  

  Business response

  02/25/2022

  This homeowner is simply lying in order to defraud my company, This blew up when I refused to submit a fraudulent invoice on his behalf to his insurance company. We did provide him, as well as his insurance company, with an initial estimate, We also provided him with another revised estimate per his request for labor only, as he wanted to purchase materials himself. These were both provided to him prior to beginning any work as is normal protocol for our company, The statements he made are 100% false. The pictures he provided were not of the state of his property when we left it. I am compiling all documentation and pictures to validate this. Which will include email communication, text communication, pictures and video. We made every effort to accommodate this homeowner, however there was no accommodating him. I met with him, made modifications to his invoice, offered a guaranty of craftsmanship on anything that was not completed to a reasonable standard. He simply wanted money. He came to my offices and shop parking in our parking lot for extended periods of time, making my office staff uncomfortable to the point that they began locking all doors when they were here during the normal business hours alone. As I understand it I have to be very careful when uploading documents and or pictures as to not include any private information regarding this homeowner. There were a few punch out items left at his home to be completed such as paint touch **** His primary concern was to have me submit false information to his insurance carrier so he could receive additional funding for services which we did not provide. Once I sent him a text making it clear that I could not falsify and create a fraudulent  invoice, the very next day everything changed he started calling insurance vendor programs and making false and slanderous statements about myself and my company. Even after that I tried to find a resolution with this homeowner. He would state that there was work that we did not do and invoiced him for. When I would provide him with photo documentation confirming that we had in fact completed those services, he would change to something else. I did eventually offer him a partial refund on his flooring as opposed to having the flooring guys go out and correct anything that he was not happy with. Which was clearly offered several times to have the flooring guys go out and make anything right that he was not happy with. Which he would refuse because there was nothing wrong with his flooring, He would constantly come back requesting additional money from me. Every time I provided him with a revised estimate he would make changes to the estimate and return it to me. 

  Everything I am stating here is 100% accurate and true, which I can absolutely validate with emails, texts, photos and even a video.

  I have been advised not to get into an online dispute with this homeowner but instead to have it settled in a court of law as he has absolutely lied on public forums about myself and my company in a malicious manner to do damages to my company. 

   

  Customer response

  03/17/2022

   
  Complaint: 16326248
  
  I am rejecting this response because: ********************** is a fraud, liar, thief and there are now several other folks that have reported wrong doing by *************************** and his company. Nothing out of this mans mouth is truth. I literally have him on voice recordings  admitting fault. This matter is NOT resolved and we've taking legal action for what this man has done to my family and I, mentally and physically (not to mention the fact that he left my house a mess and unfinished, caused additional damages and left to never return). If i owe this man money why have i STILL not received a **** from this man. Why is he not putting a lean on my house for the thousands he claims i owe him. the answer is simple...he's lying. 
  
  Sincerely,
  
  *****************************

*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. ↩