ComplaintsforPlatinum Restoration Contractors, Inc.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * I was referred to this company by ***** **** ********* to help with sewage overflow in my basement. * I spoke to the Business Development Representative, ****** ******* who scheduled service on 11/9/22. * Two men arrived at my residence and proceeded to start the cleanup after I provided my signature on the contract. * Less than ten (10) minutes into the cleanup, I was called to the basement and informed the service could not continue because I was still experiencing a sewage backup in the basement. The workers advised me to call a plumber to repair the backup and then cleaning service would come back out to perform the job. * The workers stated they would shovel up the large sewage and place in a plastic bag. This was completed in a few minutes, and the bag of waste was left in my basement. No sewage was ever removed from the basement. I had a plumber come out and repair the backup. The plumber charged $200.00 for repair and cleanup. * I never again contacted Platinum Restoration for services. I was called a couple of times by the business manager to resume service, but never agreed for them to return. * I was later contacted by the financial department, I was told that I was being charged for 3.6 hours of service, then later told the company did not charge by the hour. I advised the representative I would pay for a trip charge, but not for services never completed. I was told that workers performed cleanup for 40 minutes and the charge was $852.36. * When I told the representative, I paid another service for cleanup because they did not provide the service, she stated that I had a backup after they came out because her company provided cleanup. This would not be possible for her to know because no one from her company ever returned to my home. No follow up was done as needed if a sewage cleanup was done as required by most companies. I paid this company because I received a call threatening to place a lien on my property for non payment.

  

  Business response

  04/11/2023

  This customer called us on 11/9/2022 to request service for a sewage backup in his basement.  We dispatched a crew to his home the same day.  They arrived on-site and began mitigation services.  They completed an area of basement consisting of 290 square feet of space which included cleaning and sanitizing.  When the crew moved to the next area of basement space to begin additional mitigation efforts, they discovered that the sewage was actively backing up into the basement again.  The customer required plumbing services to clear the backup before any further mitigation efforts could begin.  The customer was going to call for plumbing services and reach back out to us when the sewer line was repaired so that we could continue mitigation services.

  
  When we did not hear back from him, we followed up with this homeowner on November 16, 2022, and left him a voicemail to call and advise if he was ready for us to continue.  He did not return our call.  We invoiced him on November 30, 2022 for the cleaning and sanitizing of the 290 sq ft of basement space we had serviced.

  
  This customer is falsely claiming that our charges are for a whole basement cleaning and sanitizing.  Please refer to the uploaded estimate where you can see he was only charged for 290 sq. ft of space.
  I spoke to this customer on January 9, 2023 regarding his unpaid balance due.  He paid for our services in the amount of $852.36 via a credit card payment over the phone.  On February 15, 2023 we discovered that this payment was never settled.  I contacted Merchant Services to inquire about it and I was told that we would need to run the card through again.  I left this customer a voicemail that same day letting him know that his payment didn’t go through.  The customer called me back on February 17, 2023, and gave me his credit card information again so I could run his payment through.

  
  On March 10, 2023, I received notice that he was disputing the charge on his card.  I responded to this dispute the same day.  After Merchant Services completed their review of the complaint, his dispute was denied on 3/21/2023.  He escalated his dispute on 3/22/2023 to the arbitration department.  I responded the same day.  The arbitrator denied his 2nd dispute and charge back request on April 4, 2023.

  
  No refund is being offered to this customer as the services were provided as described.

  Customer response

  04/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *******
   This company workers were at my residence for no longer than 30 minutes and never removed any sewage from the basement. They previously claimed 3 hours of service, but adjusted the time to 40 minutes. It appears the company falsified records to claim the amount of $852.00. Their workers only shoveled up some of the sewage and then left it in large trash bags for me to remove. Removal of the bags required 2 people to carry from the basement. Even though no sewage was removed and treatment provided, they are charging me $852.00 for services. The company admitted in their own words that only some of the sewage was removed. By not totally cleaning the contaminated area, my home was still the same health hazard as before the service call. I later paid another company to clean the health hazard from my basement. ***** bank agreed with my dispute with the company stating that it appeared I was overcharged for the claimed 40 minutes of service. The bank stated they could only credit my account $100.00 because I agreed to pay the company after services were already rendered. Which would appear on the surface that the customer was happy with the service. I only agreed to pay the company after I was threatened with a lien on my home for nonpayment. Without this threat I would never had paid for their service. 
  
  
   

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Valentine’s Day 2020 had a house fire. Hired platinum restoration out of Elyria ohio. During the process we encountered numerous workmanship issues, and state compliance issues. Materials used were used from previous homes not new as per my insurance policy. We are guaranteed to 5 years for the company to fix on going issues. It’s like pulling teeth to have them come out and resolve the problems. I have photos, and text messages of everything that has occurred more than 2000 characters worth. Please help. I would be happy to go in further detail.

  

  Business response

  07/05/2022

  Mr. Thompson was issued a refund for the tile work that he was not satisfied with on 6/14/22.  I believe all outstanding issues have been addressed. 

   

  Thank you,

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

   

• Initial Complaint

  11/06/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Platinum was hired to clean up water and damage caused by water on july 5th 2021. Company gave a verbal estimate of 1300-1600 for completed job. I was promised by ***** in their office that I would recieve a call to authorize any amount higher than 1600. I recieved no such call. Final invoice came thru at 2300.00. When questioned after the invoice came Kevin agreed and said I would recieve a corrected invoice to pay. I waited but no new invoice came. What did come was a court notice of the filing of a mechanics lein on my property. I returned a letter same day rejecting the validity of the claim but have received no communication from platinum. They do not respond to any phone calls. I am selling the house and this is a major problem that needs released. But since they will not call back it has reached a stalemate.

  

  Business response

  11/22/2021

  I apologize for the delayed response, as I did not see this complaint come through until today.  This account has been resolved.  The customer was issued a partial credit and paid the remaining balance in full.  The Mechanic's Lien was released the same day.  As a rule, water mitigation services are not able to be estimated prior to completion.  The customer was made aware of this fact before services were rendered.  Please see the attached 'Customer Communication Form."  The third bullet point he initialed explains this.  He indicated he understood this and signed off on it.  Also attached is our rate sheet.  At the top of form it is explained again that estimates cannot be provided for this type of service.  He signed this form in understanding.  However, we did work with this customer and offered a discount to help resolve the issue.

   

  Thank you,

   

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

*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. ↩