Complaints

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

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  Valley Restoration, LLC

  3731 W South Pkwy Ste 102-334 South Jordan, UT 84009

• 

  Valley Restoration, LLC

  8731 S Sandy Pkwy Ste 107 Sandy, UT 84070

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:05/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On Feb. 1, we had a plumber come out for some service. He discovered a drain leak. He referred us to Western Disaster Clean up and Valley Restoration. They came and started without any written paperwork. This was our first time making a claim, and we were not sure what the process would be.(We are Senior Citizens.) I contacted Bear River Ins. for an adjustor. The companies worked together and the money was sent directly to Valley. Work began. I asked Bear River for paper work 3 times. I didn't get the final estimates until April 17. Some of the work was finished and done ok. Too much was sloppy and not what we expected. When I finally got the estimates from Valley and Bear River, I compared estimates. I found 15 items that were paid for that weren't correct or had no reason to be on the list. Also 7 items that were of poor quality. I talked with another contractor to see if this was normal. He said definitely NOT. It looks like a case of fraud by both Valley and Bear River. When contacting the insurance company, not much has been done. Because I would not sign off on their services, Valley brought men over to talk to us. They then went back and sent a reply on services. Not even close to what it should be. I don't even know if the workers were licensed workers. A lot of their work was not good enough. Examples of fraud are: remove and reattach a shower door that they knew we never had. Rebuild cabinets and put old fronts on. We would have been okay with that, but they brought our old cabinets back in and they hadn't even been cleaned from the mold parts. Our new shower will need to be replaced because the tile is cracked in 3 places, edges not smoothed around door, and the whole thing is off center, and no sealant was applied to fixtures. We were not asked to sign any documents until at the end. We didn't sign. We asked for $19,858.39 to replace and restore what was not done and what was extra from the insurance over payment.

• Initial Complaint

  Date:10/30/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I paid Valley Construction $ 900 towards a dry wall repair. The balance owed was $300. After I paid, they never contacted me until I contacted them. After going back and fourth with them about coming to do the repair I decided against using them because they were so unprofessional. On multiple occasions I told them I would no longer be using them and requested a refund. I made the initial payment in May. They have not refunded my money and have not responded to my request of a refund. Another company will be doing the repairs now

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Valley Construction has not completed work that they were paid to do and they are trying to charge money instead. Valley Construction was hired by ******* and ******* ******* to repair items in a condo that were damaged by water in February of this year. A lock box with a key was stationed at the property to allow Valley Construction access to conduct repairs at any time. In April Valley Construction declared the work complete. The attic drywall cover was included in the repair list by the insurance company, Auto-Owners, but had not been repaired or replaced at that time. Brandon N******, the Auto-Owners rep, confirmed the attic cover was included and said that Valley Construction now owed $111.68 for the unfinished work since they were already paid the full amount for repairs. Since April Valley Construction was contacted a number of times about fixing the attic cover, but it was never repaired. After 3 months went by without the attic cover being fixed ******* and ******* asked Valley Construction in August to refund the money Auto-Owners said they owed. Instead, Valley Construction responded by sending an invoice, trying to charge them more money. On August 2nd, ******* ******* reached out to Valley Construction by email again, but Valley Construction has not responded. It is now August 9th. It has been so long that this has not been addressed that ******* and ******* want the $111.68 returned for the unfinished work, rather than waiting longer for Valley Construction to do what they said they would do months ago.

  Business Response

  Date: 08/21/2023

  This has indeed been removed from the invoice total. And there is still a remaining balance that has yet been paid from the homeowner. (attached invoice) 

  Customer Answer

  Date: 08/27/2023

  Complaint: ********
  
  I am rejecting this response because: Auto Owner's Insurance paid Valley Restoration to repair the attic drywall and it was not repaired. Valley Restoration had access to the property at any time via the lock box. We have submitted documentation proving communication through text messages that Valley Restoration was fully aware and used the lock box to access the property several times. They submitted a frivolous invoice to us after we sent them an email asking for a refund. Upon further review of documents, we have determined Valley Restoration owes us a refund of $349.09 for the remaining balance of insurance money that was not used toward carpet installation. We have attached documents showing the amount of money allocated toward carpet repairs from the insurance company and the amount charged by the carpet company.  If you add the $111.68 for not finishing the attic drywall and the discrepancy of $349.09 from carpet installation, this makes for a total amount of $460.77 that we are requesting as a refund from Valley Restoration.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service 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.

  On approx Nov 5 last year i had a major water problem in my basement. I had All Hours Plumbing fix the problem and they recommended Epic Restoration for tearing out all the ruined areas. They in turn recommended Valley Construction/Restoration to rebuild walls and floors etc. They started my rebuild in December. I think it took longer than necessary to do this work because they did not come every day and I couldnt understand everything they told me because there was a language barrier. When it came time for the carpet installation, the same thing occurred. No English. When the carpet was finished i asked for a piece of the leftover carpet but they wouldnt leave any. There was quite a bit left. I called the office and was told they could find a piece and if not would let me know the name, color, brand and where they bought it and let me know. For the last 6+ months I have called repeatedly and spoken to at least 5 of the people in charge of this company and have been told they would get me some carpet or let me know where i could get some. I even had my insurance claim rep call them and they told her the same thing. My last call was last week and i was told i would hear back that afternoon. NO REPLY SO FAR. My insurance paid me and i paid them immediately. I have a cat who clawed the bottom step so i need some carpet to fix it. In the past when i had carpet installed i was left whatever was not used. Once the job was done and the money paid, all i get is lies from all these individuals. This was an expensive project for me and my insurance company. I sent a picture of the torn step to the company on June 6 per their request.

  Business Response

  Date: 07/12/2023

  *******,
  
  When you contacted us about this issue, I let you know I would try my best to help you. I reached out many times to the sub-contractor that installed the carpet. Unfortunately, the sub no longer works with our company. I also have not been able to reach him in order to obtain extra carpet or details of the carpet for you. I did give you a call back to inform you of that. I understand your frustration and had hoped I could do more for you. However, we are not liable for your pet ruining the carpet after installation. We only charge for what material provided. We purchase what is needed to complete the job based on insurance approval and specific measurements (square footage). It is very likely that the carpet you saw with the sub was for another job. If it is at all helpful, there is a service called ITEL Laboratories that should be able to find out the information you need if you send in a piece of the material. If you would like to contact them directly, their number is 1-800-890-ITEL(4835) and their website is itelinc.com. As far as the language barrier, we provide every customer with a project manager and have office staff as well who speak English. I apologize that we were not able to provide you with extra carpet. I definitely tried my best and wanted to get you what you needed. I also believe we did answer and return your calls but were unable to meet your request. If I do end up being able to find out more about the carpet that was installed, I will contact you immediately. 

  Kindly,

  *************************

  Office Manager

  ************

   

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20301649
  
  I am rejecting this response because: they have never called me to resolve this issue.  I have repeatedly called them and was never called back when they said they would call.  I called the very day this carpet was installed and was told they would get me a piece so I could have a sample if I needed it or at the very least they would have the type of carpet on file if I ever needed it.  However they have never been able to give me any info on brand, color or where it was purchased.  I feel this is totally unacceptable and I have no way of finding this type of carpet without tearing it off my floor and going to carpet stores with it.  I know its not their fault my cat clawed it but its their fault they know nothing about what their company installed.  Why have they lied to me for 6 months when they knew all along they didnt have the information in the first place?  Poor way to do business.
  Sincerely,
  
  *******************************