Complaints

This profile includes complaints for 2nd Chance Water Restoration's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  2nd Chance Water Restoration

  1020 W Republic Dr Ste 6 Addison, IL 60101-3114

  
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  2nd Chance Water Restoration

  8903 Odell Ave Bridgeview, IL 60455-1913

  

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:11/07/2023

  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.

  October 11, I requested bids from Yelp for repair work in my basement following the summer flooding and water damage. I indicated I needed drywall replaced, floor tile repaired and the external door replaced. October 13, reps from 2nd Chance came to my house to review the damage. I showed them the damaged areas and current rotted door and told them I needed a weather proof door; not another wooden door that would rot. I received the estimate on 10/17. On 10/19, I responded to the estimate via email to confirm the estimate included all materials and said I would like to use a weather proof door on the repairs because a wooden one would just rot like the current one. On 10/19, 2nd Chance responded via email and said that finding a door I would be happy with shouldn't be a problem, but I should expect a negligible price increase. I responded on 10/24 via email that I accepted their estimate with the understanding that they not use a wooden door. I would have selected another company that could do all work if they had said up front they couldn't meet my request. They started work 11/1 and showed up on 11/3 with a wooden door. I sent an email on 11/4 reiterating that I did not approve a wooden door and I was unhappy that the tile installation was not done well - many corners were sticking up and dangerous to walk on. They said they would make things right. On 11/7, they returned and said they could not provide a metal door and removed that from the estimate. I am still waiting to see if their fix for the tile is sufficient to prevent harm. They did not do the work as requested and my new tile and drywall is exposed to water damage from the original damaged door. I have paid a $1,000 deposit against the revised $1,663 estimate.

  

  Business Response

  Date: 11/07/2023

  To whom it may concern. We never said that we could absolutely replace her door. She has an odd shaped door and requested a metal replacement for her wooden door. Since the opening is not standard and a metal door would have to be fabricated to fit her doorway, we would not be able to replace the door as requested. We only told her that it shouldn't be a problem to switch it from a wood door to a metal door, but we never guaranteed anything. We took the door replacement off the estimate and only charged ******* for removing and replacing damaged drywall, removing and replacing the tile floor, removing and replacing the cove wrap, and replacement of insulation. We are finished with the work and she still owes us 633.93. 

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20837631
  
  I am rejecting this response because:

  2nd Chance had all the information they needed before they started the project to inform me they could not replace my door as requested, if in fact that was the case. I said to them, when I accepted the estimate, that: "I would like to have your team do this work for me, with the understanding that we find a door that is not wood for the project." They said, "Finding a door that you would be happy with shouldn't be a problem. There may be a slight increase in price depending on what you choose and eventually gets installed, but it would be negligible." They had photos and measurements, as well as the observations of their employees, from the estimate. They showed up with a wooden door and were going to charge me for that instead of what I told them would be acceptable to have them perform this work, and they did not even discuss the change with me. They misrepresented their work, acted in bad faith and are now attempting to avoid doing the work they said they would do for the price they quoted.

  Also, I object to the assertion that the remainder of the project is complete. The attached photo shows the weights that were left all over the new floor they just installed on Friday in hopes of pressing down the many pieces of tile that are not properly stuck to the floor and are a safety hazard. This is sloppy work that clearly won't last and was also not done to expectations.

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

  

  Business Response

  Date: 11/07/2023

  Once again, we only sent an estimate and said that it shouldn't be a problem. We never said that we could definitely replace the door. The wooden door was on the original estimate and that is why the technician bought and brought the door to the property. She did not want the door so we took it off the estimate completely. She still had us do the rest of the work. It is our feeling that she intentionally had us finish the project with the intent of not paying for it, due only to the fact that we cannot replace the door. We provided only an estimate, not an invoice, so at no time did we misrepresent anything. We help out our customers all the time with changes but this is one change that unfortunately we cannot do for her. We have not charged anything for the door. We are not a door replacement company. We do not fabric new doors. As far as the weights, the customer told ************** that is was ok to leave the weights to help adhere the tiles to the floor. Now she is telling the BBB that she did not say this is ok. She is saying one thing to ************** and then something entirely different to you, the BBB. The only deceit here is the customer saying one thing and then lying about it to you. 

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20837631
  
  I am rejecting this response because:

  First, I reject the accusation that I am lying. My ultimate goal has been to repair my flood-damaged basement and hope to prevent similar water damage in the future. All my correspondence supports what I am saying, and I think it is inappropriate for the business owner to say otherwise. I made it very clear from the first person I spoke to when they came to do the estimate that I wanted a weather proof/metal door. The person providing the estimate did not say it could not be done. He agreed the wooden door was a problem and a replacement was going to rot like the current one. I told the person who sent the estimate that I only accepted approved the work under the condition that they NOT use a wooden door. 2nd Chance could have told me they can only install wooden doors and chosen not to work with me or referred me elsewhere at that time. They didn't do that. When they arrived to start work last Wednesday, they could have told me they couldn't install a metal door before they started any work and chose not to. They did work Wednesday and Friday without telling me they couldn't install a wooden door, and then demanded a $1,000 deposit on the spot (which I paid). Over the past week, they have not told me when they are planning to come or come back, and have never shared payment terms. They left a wooden door in my house Friday night without discussing the issue with me. As soon as I became aware that was their plan (by seeing the door I didn't want in my house), I reached out to 2nd Chance (on Saturday). I reiterated that I did not want them to install a wooden door (in writing for the third time), and had already told them multiple times that was the case. They said they would make it right. They showed up and did other work today (Tuesday the following week), knowing full well they were not doing the one thing I had very clearly told them I expected.

  I also expected the tile to be installed safely and securely, as the last tile had been. When providing the estimate, they said they could even out the concrete under the tile to ensure it was smooth. When I brought the uneven/poorly installed tile up on Saturday in an email, the company said they would "work to rectify the situation." All they did to rectify was glue corners and put down the weights. There are still places where the tile is not attached to the floor. That is also not consistent with my expectations. The tile was not put down properly. I did permit them to leave the weights so it did not come back on me that the glue didn't work because I didn't let them leave weights in my house for an indeterminate time. But that task clearly isn't completed correctly.
  
  Sincerely,
  
  ********************************************

  

  Business Response

  Date: 11/08/2023

  So now she says she agreed to the weights whereas before she said all we did was create a hazard. This is exactly the misinformation and deceit that I was talking about. And for the record, the subfloor under the tile is not level and that is why it is more difficult to install the thin vinyl tile, which is why we took the extra step to add weights to help the adhesive stick to both the tile and subfloor. She still has not explained why she let us continue work after the issue with the door was apparent. She is distorting the truth. She knew about the door but still had us finish the work, with no intent to pay for the work. We tried to work this out amicably but it is obvious that this customer is just trying to take advantage of us. We finished the work but still have not been paid. If payment is not received we will use all legal options available. This is a clear case of theft of service. 

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20837631
  
  I am rejecting this response because:

  I am hoping a moderator from the BBB can step in at this point, as this business owner is now just responding with insults when presented with facts he can't dispute. I've provided copies of our email exchanges and photos, and shared all relevant facts. I'm just being subjected to harassment at this point.

  To summarize, I told 2nd Chance exactly what work I was seeking when they came to my home to gather information for the estimate. I confirmed with them what I wanted and said that I only authorized them to do any work if it could all be done to those specifications when I received the estimate. I was repeatedly assured it would be no problem, even though they had multiple chances to advise if they couldn't do what I specifically and repeatedly said was needed to prevent further damage to my home. They chose to perform two days of work on another part of the project with full knowledge they didn't intend to deliver what I had specifically requested multiple times, but didn't tell me at any point in those first two days they couldn't do what I had asked. At that point (because they left a wooden door in my house at the end of the second day, not because they said anything to me about it), I realized their intentions and reached out to the company. They assured me they would make things right and did more work that did not rectify my concerns on a third day. They have not finished the job -- the tile is not adhered to the floor completely, and they simply took the wooden door away instead of replacing the damaged door with one I would be happy with (as they said they were confident they could do). I am currently left with a section of my basement floor covered in weights (like those used at the gym) and a rotted door that is going to leak on that new tile, which is especially vulnerable because it isn't completely fastened down if there is a storm or water/snow accumulation outside of it. This is not repair work that will withstand regular use, which is also inconsistent with my expectations. I wanted one company who could fix all of my issues at once and minimize the disruptions within my home (as I work remotely and my home office is in my basement). They presented themselves as the solution for all these concerns and didn't deliver.

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

  

  Business Response

  Date: 11/08/2023

  We are not doing this over and over again. We are not a door replacement company, period. We are a water and mold remediation company, not door manufactures. While we try to accommodate our customers with their requests, we cannot perform all services that they request. For the last time we never said that we could definitely replace the door. She had us continue the work anyway, let us finish with the rest of the work, and now refuses to pay. This is theft of service. We have no choice but to forward this to our attorney as these exchanges are accomplishing nothing.