Complaints

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2024, Mike from Resto Pros arranged for a team to restore my crawl space due to water damage. Because the usual entrance was blocked, the workers accessed the space through my kitchen and dining room floor. Mike assured me that my home insurance would cover the damages, but when the adjuster arrived, the adjuster and a worker named Rudy informed me that the insurance wouldn't pay due to mold. Rudy asked if I wanted to continue the project, and I agreed under the condition of a payment plan, which Rudy confirmed they offered. However, a few days later, Rudy told me they don't actually offer payment plans. When they realized insurance wouldn't cover the costs, they stopped the project, leaving several fans running until they deemed the area dry. On July 3, they removed their equipment, leaving my dining room floor stripped and my kitchen floor unsafe, making it impossible to cook or access the refrigerator. Since then, I've struggled to get clear answers about payment arrangements and received a $7,079.15 invoice on July 31. My daughter and grandbaby have also been getting sick repeatedly.

  Business response

  08/23/2024

  Hello, my name is Jeff S****** and I'm the owner of Restopros of the Midlands. After review of the statement made by Ms. L**** there are some inconsistencies and some inaccuracy to her story. After speaking with all the staff members involved with this particular project as well as the adjuster from her insurance company no statement of a payment plan nor a guarantee of coverage was ever given. In fact, on the day that Ms. L**** found out from the adjuster the claim was going to be denied it was expressed to her from our mitigation manager that we did not do payment plans. This conversation was witnessed by the adjuster who also offered options to Ms. L**** in the form of some banking and lending institutions that she could confer with in order to find the funds to put her home back in working order. At this time, it was expressed to Ms. L**** that we could remove the equipment or keep drying the affected areas but the that the cost would be at her expense to do so to which she chose to continue the mitigation on the home. The day before we picked up the equipment our mitigation manager, Rudy was on site monitoring the equipment and again had another conversation with Ms. L**** about methods for payment of the work being performed. It was at this time that Rudy contacted myself and asked me if I would be willing to enter into a payment plan with Ms. L**** per her request. I again declined to do so and expressed that a banking or lending institution would be the best option for her to go. I was told by Rudy that the conversation was had over speakerphone and my statement was heard by Ms. L****. We have continued to be patient with receiving our payment for the mitigation services and have offered to assist her with the repairs to the home as well. We have persisted in our attempts to collect the invoiced cost for the work which we have still received no payment for at this time. Our contract which is attached to this email even states that payment in due in full at the completion of the work and that the homeowner is responsible for the cost of the performed work even in the event that the insurance carrier does not provide coverage for the loss. We as a company do not and cannot provide coverage for claims, the only thing that we can do is explain that the coverage should be provided based on perimeters surrounding the loss or issue in the home. Ms. L****'s story has also changed as to which representative from our company told her that we would offer her a payment plan as she states in her BBB review that it was Rudy and as early as yesterday morning, she told our office representative Anna that it was Mike that told her. I was also told by our lead estimator, Zach that she has asked him the same thing to which he also replied with the same answer that we don't provide payment plans. It was at this time that Ms. L**** told Zach that she didn't think anyone would give her a loan. In closing we have never offered the option of a payment plan to Ms. L**** verbally or in writing and all the work in performed in her home was performed to industry standard.

  Customer response

  08/26/2024

  I am rejecting this response because: This is how my dining room and kitchen was left. If I knew from the beginning that they did not accept payment plans and could not restore my floors I would have not agreed to this project. Because of this we are unable to cook in my kitchen, we have been eating out since this project started. I have spoken with different people asking questions and not getting clear answers.
  
  Sincerely,
  Lanitta L****

  Business response

  08/28/2024

  As we have said from the day your claim was denied, we do not do payment plans. Multiple members of our company have expressed this to Ms. L**** multiple times. We have no control over the insurance carrier providing coverage. As stated, before we have remained patient much past the parameters of contract and have tried to assist her with recommending lending institutions to help her with acquiring the funds to complete her project. It was also expressed by Ms. L**** to one our staff that she didn't think she was going to be able to acquire the funds shortly before this complaint was made on the BBB. We have exhausted the time frame from which we set forth to collect the outstanding invoice and will have to escalate the process to collect to our attorney if the invoiced amount has not been paid by the end of business on Friday 8/30/2024
  

  Customer response

  08/28/2024

  I am rejecting this response because: I have not spoken to anyone but my insurance provider about payment options to fix my house, I received an invoice via mail and email about $7,056.78, but no follow ups and I do not see a due date. All I asked was a quote on the amount needed to fix my house and I have never received an answer. Again, if I knew the Resto Pros did not do payment plans, or if the insurance company didn't pay, I would be responsible. I would think an approval from the insurance company should have been given before starting a huge project like this, and I would have never agreed. I do not recall any mentioning of this I don't see any documents explaining the procedures.
  
  Sincerely,
  Lanitta L****

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