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:06/07/2023

  Type:Service or Repair 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.

  After experiencing water damage to our 2-year old home and filing an insurance claim, we contacted ********************************* (who was a sub-contractor for our builder) to review the damages and insurance repair estimate. After ********************** of Tru Restorations LLC informed ** that he could not complete the work on our home for the amount our insurance company allowed, we contacted three other companies, who came out, reviewed damages and provided their advice and estimates. After we told ********************** that we would be going with a different contractor who could do the work for the insurance-estimated amount, we received a surprise email consulting fee invoice from Tru Restorations LLC for $750.00 on March 15, 2023. We did not request a consultation and were not informed in advance that such a fee would be charged during the insurance estimate review process. This fee was not disclosed upfront in the process of reviewing AAA home insurance damage claim scope of work (initial and revised). From initial meetings/discussions in December 2022 to March 15, 2023, there was never any mention of a consulting fee. None of the other companies that we worked with charged any fees. In the process of requesting resolution with Tru Restorations, LLC, communications became intimidating and threatening towards my wife and me. Request *********************************/Tru Restorations, LLC waive/cancel the $750.00 fee. ************************************* May 17, 2023 email states ********************** will waive the $750.00 fee if we meet certain unreasonable demands; i.e., provide personal information to him concerning our insurance claim and home mortgage. So it appears, for some odd reason, ********************** is actually seeking to obtain our personal information, which he has no need to know, instead of the $750.00 fee. This is another example of ************************** coercive tactics to get what he wants. Additional information/emails are attached with detailed background and prior attempts at resolution.

  Business Response

  Date: 06/20/2023

  To the BBB, I am *****************************,owner of Tru RestorationsLLC. I do not want any money from the Taylors. 
  I spent over 30 hours working on the ***************** claim. Over 15 calls and 4 visits to their home with both and bringing subs out. I met with the insurance adjuster on site. I reviewed his job scope, I found numerous mistakes. The Taylors job cost according to the State Exatimate program which is what the insurance go by should be over $24,000.00. The adjuster came in at $13,000.00.  I talked with the insurance claim officer and explain it to him. He came back at $21,000.00. **************** was not happy and said he was going to call his Boss.

  Two days later *************** called me back and said he had another company would do his repairs for $2500.00 would I do it for that. I said No that is not right. I have to do the job according to the job scope that is the Law.

  The ******* have already taken this to the state. So I told them I would drop their $750.00 bill if they showed they sent back the EXTRA $17,000.00 to AAA insurance company. I never ask for any personal info and never did anything but be Professional and follow the Law.

  Let me end with I dont want anything from the Taylors. Life is to short and I wouldnt want to waste anymore of my time with people who dont appreciate someone helping them.

   Thanks for reading my side.

  God Bless!

  Customer Answer

  Date: 06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***************************

  255 *******************

  ********, ** 38017