Complaints

This profile includes complaints for Cousino Restoration & Environmental LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Cousino Restoration & Environmental LLC has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cousino Restoration & Environmental LLC

  26901 Eckel Rd Perrysburg, OH 43551-1215

  
• 

  Cousino Restoration & Environmental LLC

  3503 Venice Rd Sandusky, OH 44870-1750

  
• 

  Cousino Restoration & Environmental LLC

  1601 Tiffin Ave Findlay, OH 45840-6848

  
• 

  Cousino Restoration & Environmental LLC

  15630 E State Route 12 Ste 6 Findlay, OH 45840-7771

  

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:05/09/2024

  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.

  company was contracted to repair home due to fire. company has not finished the work at all. said they would come back and complete the work and to also repair work that was done incorrectly. after waiting several weeks we contacted company and was told that they would not be coming back out to do the work they are contractually obligated to do. and even though this was an insurance claim on our home which is currently still open, they have now sent letters via an attorney to collect money they say is owed. insurance company has said NOTHING has been submitted to them at all and Cousinos should not be contacting me personally for money and that they are in breach of contract.

  

  Business Response

  Date: 05/09/2024

  This file came across my desk in the last 48 hours. Since then, Cousino has had two conversations with the customer through our attorney. Cousino has made an offer to not charge for the items that are in question, whether they were not completed, or not completed to the clients satisfation. The amount of the credited amount is $9,272.13 off the balance owed of $27,018.41 which would bring a balance due of $17,746.28. The amount of the credit is the amount that the insurance company has allowed for these items which would allow the client to have another contractor take care of the repairs. A few hours ago, we reached out to the adjuster and explained the situation, and he also reached out the customer to go through the details and share that a portion of the additional money would be released from the insurance company as it is owed. The client was given my cell phone number and had asked for a week to review the details. At this point, there is nothing further for us to do. i did not attach the document which shows the credits and the estimate as it does have the clients personal information and i did not want to share that. We are attempting to resolve this matter and please feel free to reach out if anything additional is required.

• Initial Complaint

  Date:05/22/2023

  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.

  6/13/22 - my sump failed and my basement and lower level flooded. Contacted Cousino's for clean-up and repair on the morning of 6/14. They weren't able to make it out until 6/17 to start clean up, which went fine. They didn't send someone to start repairs until 11/8. I had to ask multiple times to see the estimate - which ended up being wrong. Despite me telling them multiple times that there was mold and walls were going to need to be removed, doors replaced, and a new vanity (which *****, my contact person in charge of the repair, assured me he understood on his visit to my house), none of it was covered on the estimate, and they made the assumption that I wanted carpeting in the lower level, again despite me telling ***** differently. The single repair man they sent was not prepared to do any of it, only flooring. They proceeded to make design decisions for my home (which direction to run flooring, metal transition strips, etc.) for which I was not consulted. Had my mother not been in my home (they assured me I didn't need anyone there, and this is precisely why I did) I wouldn't have been able to get it corrected before too much was done. He left after about 6 days in my home. 11/3 - I asked ***** where we stand on replacing doors and finishing my stairs, he said they were waiting on stair nose. 12/7 - asked if he ordered the doors yet. He tells me they aren't on insurance estimate but he will submit supplement. When guy finally returned 1/17, he did not have doors and had incorrect stair nose - said he hadn't heard from insurance. I called my ins. co. immediately - they had never received the supplement as of 2/1/23 almost 2 months after saying he would! 3/14 ***** asks for pictures of doors, I sent them. 3/30 I rcvd payment from ins. 4/3 - he says nose should be in that week. That's the last I have heard from them. It's been almost a year - it's not done, and I have been repeatedly lied to. There's more - but I am out of character space in this box.

  

  Business Response

  Date: 05/25/2023

  I have spoken with ***** ****** the Project manager handling this file. He shared with me that the stair nosing did arrive from Chicago today and is scheduled to be installed next week. There was a supply chain issue with this nosing as the nosing was discontinued and no longer available. They were able to source this and have it shipped in. There was a delay as to the supplement for the doors, and the approval, along with the ordering. The doors were measured and one was a special order door which has been ordered and will take 2-4 weeks to arrive. Next week, they will install the one door that is in stock and will install the special order door once it arrives which will complete the project. Cousino will consider discussing a discount regarding the timeline of events once the work has been completed.

• Initial Complaint

  Date:08/15/2022

  Type:Billing Issues
  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.

  Cousino Restoration did some work to our home after a fire. Numerous times they failed to call or get things scheduled. They delayed our ability to get back in our house in a resonable time from the neglect of none of the "supervisors" knowing what was going on. Numerous people involved not knowing what the prior person had told us and a bunch of back and fourth. Higher ups never available to actually take calls or answer emails in a timely manner. Our adjuster was even fed up with them. They took the job and were all nice than once you hire them you can take a back seat to all the other clients that can sucker in. Than they send an invoice with work not yet completed but want a full payment, and charge for stuff that wasn't done. Than they have the nerve to put a lien on yoir house.

  

  Business Response

  Date: 08/18/2022

  The ******** hired Cousino Restoration of Toledo LLC on 5-13-21 to repair fire and smoke damages at their home at **** ********* ***** ** **********. The claim was substantial, resulting in over $70,000 of total damages. Even though the contract provided we would do all the repairs the ******** wanted to do a lot of the work themselves, which our Project Manager allowed. This always complicates projects, usually causing delays because the work has to be coordinated between multiple parties instead of being under a single point of control and management. It also frequently causes billing disputes because the parties disagree over who completed a particular item of work. Both of those problems are present here.

  Another problem when homeowners do part of the work themselves is they frequently overspend on their portion of the work, resulting in funding shortages to pay the contractor.  We don't know if that occurred here.

  In any case, Cousino performed significant amounts of work until March and sent its $44,764.86 Invoice (also attached) on May 31, 2022. This followed emails and conversations trying to sort out who did what work. The ******** still believe there are a few errors in the billing but have paid nothing so far. They should at least pay the undisputed portion now instead of holding the entire balance hostage, which is what they are doing. This is why the lien was filed (lien attached also). Cousino is happy to meet with them at our office to resolve this and payment of the undisputed portion is not a condition for meeting. However, good faith suggests they at least make a partial payment.

  Customer Answer

  Date: 08/26/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  We were not the ones holding up the process.  The ball has always been in *****, or *****'s court, but according to ***** ***** would never respond when he said he would.  He has consistently not returned my husband *****'s phone calls or emails.  He has known since before November that we had the money owed to the company we just needed a correct invoice because we are not gonna pay an invoice that is incorrect.  This company has been nothing but a headache since the 2nd month of having been hired.  As for my husband holding up the process, that is laughable.  He is the one who kept it moving or we would more than like still be held up in an apartment.  We still do not have siding.  The one time ***** got the piece of siding to match he "lost" it.  As you can see from the screenahot of the email I attached we have been more than willing to work with them, they are just not wiring to work with us.
  
  
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 08/29/2022

  I am not sure where, but there seems to be some confusion regarding this file. Since our response, ***** has reached out and had a phone conference with Mr. ******* and they had reached an agreement on 1/3 items in question. The other two items ***** shared that he would need to look into and get back to discuss so that final resolution can be reached. I just hung up with ***** and he is reaching out to him today to discuss the remaining 2 items. 

  Customer Answer

  Date: 09/02/2022

  
  
  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,
  
  
  
  ******** *******