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Review from Kathryn N
1 star06/29/2024
Granted, this is after my entire area (Temple) was hit by an EF2 tornado last month and the business is probably overburdened, but we have had a bad time with this company.They didnt explain what they were going to do very well. We hired them via insurance to do water mitigation and possibly to serve as a general contractor for repairs. It took a week for them to come out to the property to perform an initial inspection and do water mitigation, meaning that we had black water standing in our attic crawlspace for days before we got help. We had to do mold remediation with another company at that point.When they finally came to do water mitigation, they were not thorough and had to be pressured and argued with into looking at the entire attic crawlspace (which they should have done by default). They ended up taking out more damaged drywall and insulation than they originally planned because we insisted they look harder and were correct that they had missed damage.We had to drop them after water mitigation because the guys never showed up at the time or even on the days they said they would. Additionally, the mitigation team damaged our cabinetry with their tape and staples and left the place a mess.We called both the main office and the contractor I was assigned to come out to our property and inspect the post-mitigation damage, but he never showed nor called saying he wouldnt be able to honor the original appointment. I have called him since then but havent heard anything. I dont have great faith that this company will be held accountable for the damages, because they simply arent responding in a professional manner to my concerns. If youre too busy to do the job correctly, dont take the job. If you break it (our cabinetry), you buy it. This is basic.
Specialty Restoration Of Texas Response
07/22/2024
The client is correct, SRT was extremely busy after the tornado that hit Temple, but we did contact the client quickly and did set an appointment for about a week out from the initial phone call. This was stated at the outset, and the client had the option to cancel our services at that time if they felt the timeframe was too long for them to wait. We did eventually provide service, and ended up determining the scope of work not by crawling around in the entire attic, as the client suggests, but rather in a much more safe manner utilizing a moisture meter, one of the primary tools of our trade. We ended up setting up a very neat and tidy containment in the client's kitchen, removed the affected drywall and insulation in question, and based on the photos we have in hand. did a good job of not only cleaning up, but also of completely covering the void in the ceiling with 6 mm poly to ensure that the client's kitchen stayed clean while they waited to have repairs done.
Admittedly our PM did miss an appointment for inspection, and this did not meet our standards at all. That employee has since been counseled on communicating better with SRT's clients, and I am very sorry this inconvenienced our client.
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It does appear that when the tape was removed from our neat and tidy containment, some of the "sticker" from the pre-made cabinets peeled off. While we have been primarily focused on removing wet materials from scores of client's homes, and we were not into the repair phase just yet, we did make arrangements to send our cabinet repair specialist out to inspect the damages. There is one side of the cabinets that will have to have a matching piece of paneling put on it, some prefabricated crown molding that will need to be replaced, and some shoe molding on the floors that likely was not damaged by removing ceilings 8' up, but which SRT will replace. SRT will follow thru on this and will get the repairs completed, even though we have still not yet been paid by the client's insurance company for the services we provided at the end of May.
Review from Jess K
1 star02/10/2024
This company was one of the worst companies I have ever done business with. They wrecked our house. Our insurance paid them an insane amount of money to fix our house after a flood and they left so many items in our house broken, destroyed, stolen, or missing. On top of that they consistently no called no showed or went weeks without doing a single thing until we called and bugged them.Issues we had:-They broke multiple exterior doors and locks to our house -They installed our bathtub incorrectly and it does not drain properly -They left paint smears and tile mud smears on every door jam, base board, window frame, and door of our house.-They installed doors with no door k**** and signed it off as done -They broke the counter top, pipes, and cabinets to our bathroom vanity and left it broken and molded as if we would not know when we moved back in.-They broke and spilled drinks on our pantry shelves and left them broken and molded but told our insurance company they had been torn out and redone.-Every room of our house has tiles that are hollow and not actually installed -They left strips of drywall off on the edges of our walls where they cut the drywall too short, and just hung it too short with a open gap in our wall -They did not tape off our upstairs and broke our mini split system, destroyed our carpets and destroyed out mattresses with construction dust -When their kitchen cabinets did not fit they screwed paint stirrer sticks to the edges and called it a day -Every kitchen cabinet was measured wrong and does not fit or close -Every kitchen cabinet fell off within two days of using them -Their sub owed us $900 because he did not finish the job and never paid us -Their subcontractors stole our egg and meat chickens and tools -They never closed our house up after they left and we had wild animals enter our house -No insulation was put in our exterior walls. -There is so much more, but no more words allowed in this review. Do not use this company!!!!Specialty Restoration Of Texas Response
02/12/2024
This was a 6-month project that involved multiple repairs to the home. Based on the scope of work and the location of the property, it was anticipated to be a 5-6 month project. There were certainly some things that didnt go as we would have liked them to go. We worked to resolve any and all issues to satisfaction with the customer and their insurance carrier. ********************************************* was and still is in constant communication with the insurance company to try to resolve any realistic or verifiable issues or concerns.
A month ago the customer signed a Certificate of Satisfaction indicating that the work was completed and that they were satisfied with the work. This document was submitted to the customer's insurance company, and the carrier paid the claim based on this signed COS. A member of our ******************** team went to the house a couple weeks ago, and we are unable to substantiate most of the claims made by the insured. Other lesser issues have been resolved. The customer contracted with our cabinetmaker outside of our contract, so the remaining cabinet issues would be between them and the cabinetmaker. This was mentioned during the visit.Review from Dennis P
1 star09/17/2023
Worst company ever to deal with , slow , incompetent and not honest . Left me owing ***** dollars after insurance paid . **** thought I was assured if I used them they would have insurance pay everything . Then on top of billing me ***** over. They charge $250 a month in late fees until the bill is paid . Never ever use this company .Specialty Restoration Of Texas Response
09/18/2023
Dear **********************, your current balance due is $8,991.48. SRT provided your insurance company ******************** with an itemized bill for the services we provided, unfortunately we are not privy to the insurance coverages you carry, nor can we act on your behalf as a public adjuster and negotiate with your carrier on your behalf. You should reach out to ****************** and try and resolve any coverage issues you have with them. We are more than happy to provide you and/or your insurance company supporting documentation of the work we performed. If you have any questions, please feel free to contact me at our corporate office at ************. Sincerely, ******************* Chief Operating Officer.Review from Sarah H
1 star05/15/2023
If I could give 0 stars I would.My insurance company, USAA, had them do a wood floor fix after a leak. The remodel took months longer than promised and it was clear it was sub-contracted out to day laborers that were not trained in this work. During the process my furniture was damaged and it took weeks of back and forth for them to finish the job.Fast forward to a few years later. My dishwasher goes out. When I go to have it replaced it turns out the *** installed the floors wrong. I have two options - do a full kitchen remodel (open up countertops in order to remove and install new dishwasher) or have wooden floors ripped out in order to remove and install dishwasher. I am furious. The company is trying to ghost me. We are of course in contact with an attorney.Specialty Restoration Of Texas Response
05/16/2023
Dear ********************* has reviewed your file and has some information that might explain your poor review that you submitted. The date of loss was 10-18-2016 and the **** policyholders name on our file is listed as ************************** We inspected the loss on 10-18-2016 and the estimate was not approved by **** until 2-24-2017 and completed the job on 5-3-2017 and have a signed "certificate of satisfaction" by ****************************** SRT did replace wood flooring in the kitchen but there was no wood flooring under the dishwasher, nor did **** approve for SRT to detach and reset the dishwasher. SRT received a call from you on 5-3-2023, General Manager ***************************** returned your call on 5-4-2023 and visited with you about this situation. ******* pulled your file and verified the work we performed and called you back on 5-4-2023 and got no answer. ******* called you again on 5-5-2023 and got no answer. On 5-10-2023, ******* took a call from your dishwasher installer who asked for the name of the flooring contractor, he advised it was C&W flooring out of ****** and gave him the number. We understand your frustration in this situation, but SRT was not authorized to remove your dishwasher, and/or to replace any flooring under the dishwasher since none existed prior to the loss. I am happy to e-mail you a copy of the approved **** estimate and a copy of the signed "Certificate of Satisfaction" we received once the job was finished. If you would like to visit with me directly, feel free to call me at our corporate office at ************. Sincerely, ******************* Chief Operating Officer 5-16-2023.Review from Katie K
1 star08/16/2022
SRT was our insurance-contracted provider to repair a shower leak and retile a bathroom. The entire process from start to finish was a nightmare. Our work was scheduled to begin in late September; it eventually began in early December. Though we were explicitly told that SRT had ordered the bathroom tile in May, we found out in October that the tile had yet to be ordered. Work schedules were erratic; we never knew if or when a crew would show up. We were without a crew without notice for almost three weeks after our bathroom had been rendered unusable. Our project manager rarely communicated with us or with the crews, resulting in constant time-wasting and inconvenience. The front desk employees were often rude when we called to speak to the project manager after he failed to respond by email, text, or phone call for days at a time. Our wood floors were damaged by SRT; while they eventually covered the cost to replace the floors, the resolution took seven months. We ended up settling for the cost of the floors although we would have liked the floors to have been refinished. However, we could not possibly trust SRT to complete the work in a timely manner or without causing more damage. Avoid SRT at all costs. I shudder to think what our experience would have been if we had been in need of major flood or fire repairs rather than a small bathroom repair.Specialty Restoration Of Texas Response
08/19/2022
This project experienced some unfortunate delays due to several factors. This included material availability issues and foundation work that was undertaken before SRT could commence rebuilding the entire walk-in tile shower and garden tub surround. These delays pushed the project to starting in December, and due to the holidays, the project did not complete as quickly as it should have. The shower and tub surround were completed, and by the clients own statement they agreed it turned out very nice. In the process of protecting the clients wood floors during the work, some minor damage was done to the finish. Refinishing was discussed, a small repair was attempted, and ultimately the client made their own decision to go out and secure a bid to replace the flooring. In the interest of not causing any additional inconvenience to our customer, SRT agreed to cover the cost of the new floors. There were some communication gaps during the project, frustration set in and exacerbated the situation. SRT has addressed these shortcomings and communication gaps with the ** and provided additional training. Our goal is to always provide great quality work, as we did on this project, along with the commitment to provide better communication in the future with our valued clients.Review from Thomas M
1 star04/27/2022
About six months ago I had some roof work done by Specialty Resotration of Texas. Six weeks ago I had lots of shingles torn off the roof during a windy period. I used this company because ********************* who I use to cover my homeowners insurance needs, reccommend them and said they would back up their work. Before I can file another claim with Nationwide, they said they needed Specialty Restoration to come out and make sure it was not the same work. I contacted Specialty Resotration of ****, 4 times before in a over a 2 week period before I could get someone to contact me back and set up a time to come look at the damage and give me an assessment. The appointed time came and went and I did not hear anything, I contacted the company back again and they said they did not know what to tell me that they were deliveing my messages and gave me a direct cell number of the person in charge of taking care of me. After 2 more weeks and 3 more calls I am giving up and just passing on this reivew to anyone that might be looking to use them in the future. I should have checked the BBB prior as it looks like many others have had this same experience.Specialty Restoration Of Texas Response
08/18/2022
We received the information regarding our missed appointment and lack of communication. We expect all of our employees to provide great customer ********************** at all times. In this case, the person representing SRT did not fulfill his obligation of following thru with our customer. There is no excuse for this, and is something that we have already addressed and corrected internally. In the meantime, we did have our roofer look at the property, and we found that the damage to the roof was new damage. We emailed our customer and sent photos showing the new damage and explained that it would not exceed his deductible. He replied that he appreciated the information and the follow up.Review from Jessica L
1 star12/15/2021
They had a guy come and do an estimate for my insurance. The guy only put down $500 for counter and carpet, not any labor, dry wall, paint, or insulation. Then once a project manager came and did a full look at what was needed and had me sign a work contract. So once I did that I couldn't go get another contractor. After about a month of them coming and going to my house looking and taking pictures and finally picking things out like the flooring. A week went by and another project manager called and said he got handed my file. So he didn't know where we were and didn't get told the other guy had a contractor for the work, which apperantly got hurt on another job. Also the new guy had to ask me what my name was because they had ******** and ******* on the file for my address. Then after a total of 2and a half monthes of people coming and looking finally got someone to do the work. But 2 days before I was going to hand over my deductable I got a call saying that thier company doesn't do jobs on mobile homes. And apperantly it took them 2 and a half monthes of my time and them coming in and out of my house at least once a week to figure that out. It has been very frustrating since my carpet is ripped up and counter in my kitchen sink is gone for midigation purposes from another company for the water damage and specialty restoration was suppose to come after and fix it and put it back, I haven't had a kitchen sink for 3 monthes now. Extremely frustrating and shouldn't take 2 and a half months to figure out your company doesn't do work on mobile homes when they come out and take pictures and look at everything. They even called my insurance to check if the damage is more the the price of the home.Specialty Restoration Of Texas Response
12/16/2021
****************, we apologize for the misunderstanding. SRT currently has many new employees due to COVID 19 related labor shortages, the employee that came to inspect your property was unaware that SRT does not have any sub-contractors that work on mobile homes in your area. I understand your frustration and again apologize for any delays we may have caused in connection with your insurance claim. Respectfully submitted by ******************* Chief Operating Officer for SRT.Review from Nawar H.
1 star12/11/2021
Special Restoration of Texas is very bad company its a shame to let such fraud company running like that in the ** with now laws and regulations protecting the consumer, my house repairs started from April 2021- and now we are in December 2021 and they still finish my repairs, all they have to do in my property formica countertops in my kitchen, from the General Manager ******** ****** ***** ******** to the desk ***************, I just hear lies, promises with no action of delivering these promises.Specialty Restoration Of Texas Response
12/14/2021
****************, we acknowledge you have the right as a customer to post a negative review. We take exception with your claim that SRT is a bad company and/or has committed fraud. I called you on Saturday December the 11th, 2021 and discussed your concerns with the delays in completing your project. I provided you with completed photos and advised we would set up a meeting with your property manager to confirm the repairs had been completed. We acknowledge the project has been delayed due to COVID related issues with staffing, supplies and other issues out of our control. If you have any other questions, please call our toll - free number, were available **** to answer your questions. Respectfully submitted by ******************* Chief Operating Officer for SRTReview from E. E.
1 star10/29/2021
very poor job and very unprofessional untrustworthy. Worst company I ever hadSpecialty Restoration Of Texas Response
11/01/2021
SRT is unable to respond to this customers comments and/or offer any insight without more information. If you would like to contact the corporate office to discuss any concerns you have, please feel free to give me a call, sincerely ******************* Chief *******************************Review from Nancy S
1 star08/03/2021
Please be cautious in dealing with this company. In the summer of 2018, this business replaced my roof after a hail storm. It came with a 5 year warranty. I chose this business on the direction of my insurance company. During the extreme cold of February 2021, I discovered a leak in the roof around a vent. It had been going on for a while, as the wood around the vent was rotten. Leaks had spotted the ceiling in my utility room also. I began calling in February for someone to view my problem. I called March, April and beginning of May. Finally after the May call, a young man came and looked and declared that all the damage was covered by the warranty and he would get me on the calendar. Still heard nothing. At this point, I called the insurance company and asked for their help. Apparently they did call Speciality to see what was going on. On June 14th, I called again and asked to speak with ******, the man who schedules things. He was not available, so had to leave a message. I gave him a two week deadline to attend to my job. He called me the next morning at 8:25 and said they would be there within the 2 weeks, but not giving me a specific date. Of course - no one showed up, nor did I receive any call. On the deadline date, I gave up and called another roofer and made a deal with them to fix my roof. I contacted my insurance company and told them what had happened. Late one afternoon about 10 days after the deadline date, I received a call from Restoration saying they could be out to fix my roof the next day. I declined the offer, as I would be out of town that day and I asked that they remove my name from their list. A very trying experience and they are not a company with any integrity. I would not encourage anyone to do business with Speciality Restoration.**************Specialty Restoration Of Texas Response
08/09/2021
SRT did inspect this project in May of 2021 to determine what the problem was, we did find a roofing issue that is covered under warranty. We notified the customer that we would get the leak fixed first, and then would address any interior damage once the leak was fixed. It rained constantly in May and June. We did contact the customer again on 6/14/21 to discuss a repair date, but the customer was going to be out of town. Over the next 2 weeks, it continued raining. On 7/7/21, we contacted the customer and left a voicemail informing her that the weather was clear and we could come the next day. We received a text back that evening stating from the customer stating she would be out of town and had already contracted with another company to perform the warranty repairs. SRT communicated with the customer, and committed to warranty our repairs, unfortunately weather delayed performing the repairs in a timely manner.
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