Complaints
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/13/2023
Type: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.
Cape Fear Restoration started the mitigation process on my out-of-state property. I paid the initial deposit (which was more than my deductible) but they not continue w/the repairs unless I pre-pay their ENTIRE invoice. USAA has always recommended to not pre-pay an insurance claim until the job is finished.Customer Answer
Date: 01/24/2023
***Document Attached***
Cape Fear Restoration still refuses to complete the work or speak to me. I received an email from ******************************* that she has file a lien against my property.
See Attachment/File: Screenshot_20230124_194951_Gmail.jpg
Business Response
Date: 01/25/2023
Job was originally supposed to be a cash job when we went out on 11/28/2022 Which requires half down to start and balance on completion for drying the property out. The client changed her mind and then finally scheduled the work on 12/08/2022 after additional damage occurred because the property did not have the drying process started. We completed the drying process and the representative on site for the client signed the Certificate of completion. Once the *** is signed final payment for the water mitigation is due. Our company policy is that mitigation has to be paid in full and half down on the repairs For the repairs to start. This has always been our policy.Initial Complaint
Date:06/29/2022
Type: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.
The business helped with a water damage claim in my home. They dried the home and finished most of the installation work, but the team that installed floors did a horrible job in the kitchen, laundry, and bathroom, including installing the wrong floor in the bathroom. The company said they would fix it. They fixed several problems and supposedly fixed the bathroom floor, but they didn't fix the bathroom floor at all. I have photos and the cracks and weak spots get worse every day. They also did not repair the laundry room walls. They left my bathroom unusable for MONTHS. I dread them returning because I don't want to go through that again, but I absolutely have to get the bathroom floor fixed. They charged over $7000. I paid half up front but still owe half. They now want to collect the rest though the work is incomplete. I want to get another company to fix the installation work, and I want all money paid to Cape Fear returned to the insurance company and or me. Also, this needs to stay on file. This is a horrible company. They did a good job drying the floor. The insurance company paid for that separately and cape fear earned that money. But all money paid for installation needs to be returned so that I can get another company to do the work properly and in a timely manner.Business Response
Date: 09/27/2022
Business Response /* (1000, 9, 2022/07/08) */ We have reached out to the client in regards to the repairs. She has also had another loss at her home that we drying out for her. Once we were made aware of the situation we worked with the home owner to rectify the situation. Consumer Response /* (2000, 10, 2022/07/08) */ The business has contacted me and is working to resolve the complaint. Thank you.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.