ComplaintsforQuick Restore LLC

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/26/23 i had a water leak fixes by *********. Quick Dry was automatically used to perform the clean up and restoration of the damaged property. The drying everything out was done about the second week of November. When the restoration was to start, I made a request to add new carpet to a room plus a small hallway that is the same size as the room that was covered by the insurance. They came in and measured for the extra space and got a quote for the carpet that I wanted and said it would be two weeks before delivery. Four weeks later and still no carpet and no contact from the project manager after several phone calls, texts. I called the main office for answers. The carpet was never ordered. I ended up ordering a different carpet that was in stock which was installed about a week later. Restoration that I did was not removed from the insurance invoice. Now I have an invoice for a grand total of $2,831.18 for the extra carpet instal. Since Jan 13, 2024 I have made repeated requests for a detailed invoice. From the invoice for repairs covered by insurance, carpet is $622. Going off this estimate carpet should be $1313. Labor to remove and install the carpet costs $1517? 10 times more than on the insurance invoice?

  Customer response

  03/27/2024

  Was contacted by the Company and they gave me information I was looking for.  This complaint is now resolved.

  Business response

  03/29/2024

  Our production manager and the general manager spoke with ******** about her concerns. We explained to her about her concerns about pricing and came to an agreement. We sent ******** the final invoice which she agreed upon to pay. Said she would remove her review from the BBB because she got the answer she was looking for. Customer is happy.

  Customer response

  03/29/2024

   
  Better Business Bureau:

   

  I had sent a message yesterday to this fact that I was able to discuss with the company and received the information I needed and consider the issue resolved.
  
  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

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 28, ******************** our master bathroom. We received payment from insurance in April. Quick Restore started work in May. The work that was completed was done incorrectly and needed to be fixed. This took months and long periods in time when we would hear nothing from our project manager. We brought another contractor in, which was approved by Quick Restore. He corrected the work they had done. Unfortunately he was unable to do all of it. Quick Restore came in and completed the work that was left in 3 days when we had waited 6 months. We asked for an itemized statement and after reviewing it we are being double charged on items, billed for for things our contractor did, and refusing to pay him. We spoke with the manager before our contactor did any work and were assured they would. Our contractor will still need to come in and correct what they have done. When asked if pictures were submitted the insurance we were told we would have to pay a progress payment before they would do it. Submitting this to insurance is Quick Restores responsiblity. We have paid them $6,616.06 which more than covers the amount of work they have done.

  Business response

  12/13/2023

  Hi ******, I am sorry to hear that you are disappointed with the experience you have had with our company we do our best to make sure your rebuild process goes as smoothly as possible. I went through your job timeline that we have time stamped as each process happens and hopefully this will help with the understanding of the job length from start to finish. 

  We Received your job on 1/30/23

  Estimate was sent to your Adjuster on 2/28/23 due to having to wait for an Estimate from the plumbing company on the job and working with your insurance to approve the plumber pricing for the job.

  We could not come to an agreement with your insurance company on the price needed to repair your home as of 4/26/23 and at this point I show in our notes that you decided to go with a contractor that is a relative/ and or family friend.

  We closed your job in our system on 5/5/23

  I show that you filed a complaint with the department of insurance and were approved on 5/10/23

  On 5/11/23 we re-opened your job 

  We collected a deposit on 5/18/23 

  We started work on 5/24/23 for the remainder of the work that needed to be completed that was left over from your contractor who was previously working on your home.

  As of 6/13/23 we show that we were still waiting on a selection of a shower surround which is a key component to work around for the completion of your project. 

  We show that your job was completed on 11/7/23 as a result of the above listed timelines and job changes.

   our records show that we did credit you the money back for all the work that was completed by the previous contractor before we started. 

  I hope this helps in clarification of your job process timeline.

  Thank you for your time

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

  Customer response

  12/18/2023

   
  Complaint: 20923477
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** & *****************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My water tank leaked and I hired them to do repairs they tried to charge me over **** dollars to replace a pice of dry wall 24 inch tall by 4 ft long along with a small board for sub floor when they came to my house I was in formed I would get all new carpet the drywall fixed paint job cleaning the insurance adjuster told me no new carpet I had paid for plumber and they tried to get me to pay again Then I told them ************ and sub floor and that was **** and change When I canceled the job they now charged me 500 dollars for cancelation fee I have 3 different estaminets from quick restore they wanted the hole insurance check and that left me nothing to pay there sister company quick dry who came and dried out my floor They get you so upset and have your sign paperwork before you ever know whats going on

  Business response

  10/11/2023

  We reached out to the consumer and resolved the issue. 

  Customer response

  10/16/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/15/2023 at 8:33pm Quick Dry Restoration was contracted to preform emergency water mitigation at the above address. The insurance company (Traveller's) has said that portions the work preformed by Quick Dry Restoration were not necessary, superfluous, and excessive according to water mitigation standards. Extensive communication between Traveller's, Quick Dry Restoration, and I have occurred during and since the initial incident without resolution. This entity for legal purposes functions in 3 parts: Quick Dry Restoration, Quick Restore, and Black Water Billing. Both Quick Dry Restoration and Quick Restore are owned by the same person. Quick Restore services were not used. Quick Dry Restoration claims to work in accordance with the industry standard S500. *********'s has said that they have not followed this standard and have inflated work that goes beyond this scope. My concern is that even though Traveller's Agents have never directly said that Quick Restore has committer fraud, they have intimated and insinuated it by saying that the work is unreasonable and not needed and was being inflated. The desired outcome is for Quick Dry Restoration to bill in line with the guidelines outlined multiple times by the insurance company. Being charged for extraneous or superfluous activities outside the S500 IICRC standards, as Traveller's agent claims was done by Quick Dry Restoration is something that the public needs to be protected from.

  Business response

  05/26/2023

  Hi ***, I appreciate you taking your time to give us feedback on our services. We take all feedback constructively and hope to use it to improve our services to help better serve our community here in the treasure valley. I do want to point out that Quick Dry does follow the S500 Guidelines very closely and they only remove materials in an effort to protect the health and well being of our customers. If there is any risk that something may not dry entirely or that you may have risk of mold in the future, they don't ****** with that. We have a very good relationship with most of the insurance companies that we work with which is why I am surprised to hear that your adjuster is saying these things about Quick Dry and Quick Restore. Both Quick Dry and Quick Restore use the standardized pricing determined by a 3rd party to help find middle ground when trying to reach a settlement with an insurance claim. Most insurance companies also use this pricing so the only thing left to debate is the scope of work necessary to restore the home. Ultimately we are the experts in the industry and we hold the liability for the work performed and the services we provide. We don't cut corners, We don't leave stones unturned. We document everything that we do and Quick Restore doesn't begin work until we have approval from the ***************** or the Homeowner. I have spoken with Quick ************************ and they have already settled the claim with your insurance company with no out of pocket expense to you as our client which is always our goal. I wish we could have done more to help you have a more satisfactory experience

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been a nightmare. My family have been the victim of unscrupulous business practices that are clearly in place to take advantage of unsuspecting residents. We had a small hot water pipe break under the house in the crawl space. A plumber responded and immediately fixed the pipe, then referred us to Quick Dry/Quick Restore who he said he well versed in this issue and could handle problem. We contacted our insurance carrier (State Farm) and discovered our deductible had swelled to $11,200 due to recent building assessments in our city. I informed the Quick Dry/Restore Rep who assured my wife and I they would work with us and make sure we didnt have to pay more than that, at the worse case scenario. The Rep then made a phone call to the boss (allegedly) in front of us, who agreed to give us a $3000 discount if we hired them for the job. So based off the plumber, and their fast response, we hired them. The job was a nightmare and went on for almost 2 months. It still isnt done (one window still needs to be replaced). Their 3rd party sub contracted company Homeguard completed some work for mold mitigation during the job too. State Farm has determined that the companies are way over charging for their work. Additionally, they performed unnecessary work that State Farm is refusing to pay for, and they are now attempting to force us to pay for said work. These companies are in cahoots with one another and have a good scam going, since they are the only ones who go under the house and can pretty much say or do whatever they want without any recourse from us, the residents. Even the State Farm inspector told us the job was being inflated and un unnecessary work was being done. They are now demanding thousands and thousands of dollars from me under threat of collections. They need to be held accountable.

  Business response

  02/20/2023

  ************** appreciate you reaching out to us and allowing us to address your concerns with the billing. I have spoken with the project Manager who was assigned to your project and it looks like they are still working with your insurance adjuster to provide the necessary documents to approve the cost of the insulation replacement. I have spoken with the owners of the other companies who we do business with and it sounds like there might be some miscommunication that I know they are working with you to resolve. Regarding the comments that you claim state farm made, I do know that we use standardized pricing that is common with the industry so we are not overcharging for our work by any means. The pricing that we use is the same that the insurance uses and we provide the documentation necessary to help get that covered by the insurance. We are currently still in the process of working with your insurance company so that has yet to be settled. Quick Dry and Homeguard have informed me that they have already reduced their bills substantially from their regular pricing to help meet the limitations of your insurance coverage. Again I hope that we have been helpful in resolving your concerns on the billing, If you have any further questions or concerns we would be more than happy to communicate with you on those and work together to get them resolved. 

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Quick Restore is completing a project after I experienced a minor flood. The business is being unreasonable in fixing my home in a timely manner. The communication is lacking and I'm being impacted as the customer. I need my house fixed.

  Business response

  11/12/2021

  The Client contacted us on 7-8-21 to request repairs for a sewage backup they had in their home. We promptly responded and met with them and their claims adjuster the following morning on 7-9-21. After performing an inspection,we submitted our estimate to the insurance company and notified our client on 7-26-21 that it had been submitted. We reached an agreement with the insurance company on 8-3-21 and contacted the client to schedule the repairs to begin on 8-23-21 after we had collected a deposit on 8-13-21. 

  The material that the homeowner select had to be ordered and was not able to be installed until **** on which date the client claimed they had not selected the material that had been installed. The flooring supplier confirmed their records that the client did in fact select the flooring that had been installed but had refused to accept their selection. The client then made another selection, and that flooring was not available for install until 10-29-21. All materials have been on back order lately and shipping has been unpredictable. 

  The homeowner would not accept that the flooring was still being shipped and demanded it be installed earlier even though we had yet to receive the flooring. Unfortunately, there was an issue with the install, and they had to order more material which was installed on *****, One week earlier than they had originally told us because of previous shipping times. Throughout the duration of the project the homeowner had delayed delivering payment for the additional 25% that was needed to purchase her flooring. This was agreed upon before beginning the project and is outlined in our contract. We had set multiple appointments with our client to collect payment and tried to work with their schedule, but the client had repeatedly missed each appointment. We have also tried to schedule our earliest availability for work to be performed to which the client has responded with hostility towards my employees because it was not soon enough, or they were not available the days we could send out our crew. Our project is scheduled to be completed on 11-16-21 and we have yet to collect the final balance due from the homeowner. 

  Overall,we feel that we have done everything that we can do given our limitations with shipping. I have had 6 of my employees in constant communication with our client since the beginning, (not including our suppliers who have been in contact with her throughout her material selection process) So I am not sure why they feel that the communication is lacking. Our hope is to always resolve concerns with our clients and meet their expectations as best we can. Our goal is to resolve this concern with our client and bring the project to a close as soon as possible.

  Customer response

  11/12/2021

   
  Complaint: 16059929
  
  I am rejecting this response because:

  Communication from the business about payment refusal is false. Upon signing the contract it was stated 50% upfront and 50% upon completion.  The business has changed statements many times to put the customer in the wrong rather than acting with ethics and morals. They have been more than difficult and are not customer friendly, only focused on getting money so they can treat a customer poorly.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/24/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired them on for water damage in my house. They did the work, sent me an invoice, and I paid the invoice. However, when they found out that the insurance approved for more payment than they invoiced me for, they told me that I would need to pay them the extra as well, even though I already had received a notice telling me that I had paid them in full. When I asked why they are doing this, they refused to give me a substantial answer and only would provide a new invoice that didn't match their original one.

  Business response

  09/14/2021

  We appreciate the complaint and feedback from **********************. We performed the water cleanup services for ************** as satisfactory. We deal with mainly insurance companies and do not get paid for 4-8 weeks after we finish a job.  As such, we must **** the insurance carrier for services provided once we are done. This is standard practice in the water damage cleanup business. 
  

  We use a third party billing service called Blackwater billing. Blackwater worked out ********** invoice with his insurance carrier. The insurance sent a check and Blackwater sent ************* a paid in full. This was based on the insurance companys comparative estimate- not our invoice. After further review of the insurance companys comparative estimate we realized they missed $195 of our **** that was more than justified. ******************* sent him an additional $195. We asked **** to send us this which he did to close out his claim. I am not sure why Blackwater did not give ************* enough of an answer as to why we requested the additional funds that **** received. 

*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. ↩