Complaints

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:07/26/2023

  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.

  Company gave estimate on total house renovation. Didn’t remove walls we wanted out. Didn’t know which was load bearing wall and which wasn’t. Told us we didn’t have to leave house during process and without telling us tore out both bathrooms. We agreed to stay at hotel for 3 days. After being at hotel for 2 weeks we still had no working bathroom. Contractor took a vacation. We told him we needed bathroom before he left out but he left his crews to install kitchen cabinets. The tile work he did in both showers has to be redone. We can’t use anything that he did. We have a small business that has been shut down since June 19 2023. He brought crew in and packed everything onto the back of a pod. When asked to retrieve he refused. We told him no on the pod but he rented anyway and tried to charge us for it. He basically demolished everything and we were basically left homeless for 3 weeks. Also did not use tile in either bathroom that we picked out. Lied every day as to what was going on. Never did anything he said as far as schedule and never listened to what we wanted done. When asked if he would fix the tile work and the wall he refused stating it would cost him too much money. We paid half 26000.00 up front and now we’re having to pay another contractor much more to have things done correctly

  Business Response

  Date: 07/31/2023

  
  We appreciate the time you've taken to voice your concerns regarding the recent project we had undertaken at your home. At Restoration NBeyond, our primary aim is to satisfy our clients and provide quality service, and we regret any inconvenience that may have been caused.
  
  
  Upon review of the project and its associated documentation, including recorded conversations, text messages, and photographs, we've found some discrepancies that we'd like to address.
  
  
  Firstly, we'd like to mention that we have on record a conversation where the primary homeowner acknowledged a mistake in defining the scope of the project, which he stated was primarily undertaken for his spouse. We do believe there was a disconnect between the spouses and extended to our company as an easy outlet. While it is not unusual for project requirements to evolve over time, frequent changes can lead to delays and miscommunications.
  
  
  Furthermore, we've noticed some instances of disrespectful behavior from the spouse, both verbally and in written communications, as evidenced by our records. We firmly believe in maintaining a respectful and professional relationship with all our clients, and we regret that this principle wasn't reciprocated in this instance.
  
  
  We've made multiple attempts to address your concerns directly by offering a walkthrough of the home. Unfortunately, these offers were not accepted. 
  
  
  Additionally, we'd like to clarify that the project has currently only reached 80% completion. The images presented in the complaint, therefore, represent a project that is yet to be finished. We'd like to stress that the remaining 20% of the project involves essential punch list items and final detail work, which would significantly contribute to the overall appearance and functionality of the final product.
  
  
  It's also crucial to note that our business operations do not cease during the vacation periods of our owners. Our dedicated crew was fully prepared to continue work during this time; however, this was halted by the homeowner upon learning of the owner’s vacation. 
  
  
  In response to your concerns about accommodations during the renovation, we would like to clarify that our team communicated clearly from the start about the logistics of the project. We explicitly informed you that while your residence would remain habitable during the renovation process, there would be a period of a few days where the bathroom would be out of service. However, we did not suggest, nor mandate that you vacate your home or seek alternate accommodations such as a hotel. The decision to do so was made independently by you. Furthermore, we note that your decision to begin staying in the hotel did not occur until after all demolition work was completed, which was a full week after the initiation of the project. This decision and its associated costs were not related to our advice or actions, as we had assured you that staying in the house was feasible during the renovation.
  
  
  Addressing your concern about the disruption to your home-based business, we would like to clarify that we only acted on the instructions provided to us by the homeowner. We were explicitly asked to pack all items, including the squishmallows used in your business, into bags for storage. We made a concerted effort to prioritize accessibility by placing these items at the front of the storage pod. It's unfortunate that this has had an impact on your business operations. However, it's crucial to understand that these actions were taken based on the specific directives given to us, and not due to a decision made unilaterally by our company.
  
  
  Lastly, we'd like to address the public comments and feedback given about our company. While we understand and respect the right of every customer to express their views, we believe that the public discourse surrounding this project does not accurately reflect the full context or our company's intent to deliver a quality product. In addition, the seeking out my family members through other Facebook users to have them send a message on your behalf, was unnecessary. 
  
  
  In conclusion, we stand by our commitment to quality and customer satisfaction, and we would like to dispute the representations made in the complaint. We genuinely hope that we can find a suitable resolution to these concerns moving forward.
  
  
  Best regards,
  Bert A****