ComplaintsforRight Restoration

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states she contacted Mr. ****** about a leaky toilet. They told her they would come out and provide an estimate and then she could decide if she wanted them to do the work or not. The tech came out and during the inspection he realized the wood floor was wet from the leak. The tech told the consumer that they work with another business that could come out and check the dampness of the wood. The consumer was not aware they would be coming at that moment but they showed up while the tech was there. The other business suggested pulling up the floor so they could dry out the wood. They came back out the following day and ended up tearing up the whole floor, which the consumer states did not need to be done. The consumer asked why they pulled up the whole floor and they told her it was for insurance purposes, but she paid out of pocket, she did not go through her insurance. They also removed the trim off the wall and threw it away. When the consumer asked about that they told her they figured she wouldn't want it because it was damaged. After the first day they kept sending out different techs but no one seemed to know what was supposed to be being done. The consumer got to the point where she just asked them to stop the whole process because of all of the confusion. The consumer paid $2250, she still owes $950.00. They also called the consumer today saying they were going to send out a tech, she asked them what they needed to come out for, they told her to set the toilet, put the vanity back and collect payment. The consumer told them she would make payments over time.

  

  Business response

  08/05/2024

  This customer signed a work authorization form that stated Right Restoration was authorized to perform water mitigation services. The price of the job is clearly outlined in the work authorization, as is the scope of services to be rendered. The agreed upon price is stated at $4,500.00. However, during mitigation, the scope changed due to asbestos concerns and the bill was reduced to $3,200.00. Per signed contract, this amount is to be paid upon completion of work. If full payment cannot be made, this account will be sent to collections, as detailed in the work authorization form. 

  Customer response

  08/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22060185
  
  I am rejecting this response because: 

  I understand the original contract for $4,500 with the requirement of half ($2,250, which I paid) of the estimate to begin the services to address the water damage. I also understand that the completion of the job was halted due to concerns with asbestos. The issues I have surround the ripping up of all the tile from my floor and removal of my baseboards when all of it was not damaged. The area that had the water damage was around the toilet but here it is that the tile/baseboards in my vanity area and the rest of my floor were removed. Also, the communication between the dispatchers, workers (technicians), and the manager over the project throughout the duration of services was distressing. At moments I was talked to in a rushed mannerism as if I was to accept things were being done correctly when confusion was going on. At one point, I had a dispatcher calling to say that a technician was heading out to reset the toilet, when I was not informed about the asbestos results. Plus,how can the toilet be reset when the floor has not been restored? The disruption with my toilet leaking is not your organizations fault but the additional frustration with utilizing your services did not make the situation any easier.The balance of $950 which you are requesting to meet the revised invoice of $3,200 is where my issues lie. There needs to be some type of compensation for the removal of undamaged tiles/baseboards, aggravation resulting from the organizations miscommunication, and being overtalked when trying to understand the process which was confusing for the workers. If this cannot be resolved, it will result in me contacting the Ohio Attorney General, ***************** to report your business practices. See attached photos.
  
  Regards,
  
  *************************************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please DO NOT use this company. We booked this company through Roto Rooter when we had a leak in our half bath from a leaking value on our toilet. They referred us to this company which was a big mistake. They tore out all our flooring and put in fans, dehumidiers for 8 days as well as in our basement. The air in the basement was cold when it should have been hot. My basement did not need a dehumidifier as it was already below 40. This was just a way for them to charge us for all the equipment. They came to my house everyday for 8 days and each day it was a different update. But, still nothing was drying after 8 days. They just wanted to charge my insurance company to run all the unnecessary machines for money. On top of it all I called another restoration company to come over to access and he told me that this company will scam you out of money and he basically told me that they should have just ripped out the sub flooring and started over instead of having all the additional expense which they wanted to incur in order to fraud the insurance company. Please do not use this company as they did a terrible job and still sent me an invoice of $2500.00.

  

  Business response

  02/13/2024

  Before any work began, the customer signed a work authorization form that estimated the price of mitigation to be between $2500 and $4500. The final bill came to just over $2500. The work authorization states that Right Restoration would bill the customer's insurance carrier. Right Restoration adheres to all industry and IICRC standards for mitigation. The customer unplugged and moved our drying equipment during the mitigation process, which led to longer than expected drying times. We use an industry-standard billing software that is also used by most insurance carriers. The customer's insurance adjuster is currently reviewing the facts of the loss and will make a payment once the review is complete. We took the customer's concerns and frustrations into account while finalizing the invoice and greatly reduced the final bill from what it should have been. All of the necessary documentation has been sent to the carrier and we are in contact with the adjuster to answer any questions they may have about the work that was performed. 

  Customer response

  02/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21271567
  
  I am rejecting this response because: This company is basically stating that we moved the actual equipment which is absolutely incorrect. I am just shocked that they are coming back and stating that we would move any type of equipment and that is the reason why the job was not done properly. I have an actual video of how this equipment was set up so for this company to blame the customer is just horrible. Please don't blame the customer for your company being at fault. 
  
  Regards,
  
  ***** ******

  

  Business response

  03/01/2024

  The customer states that they did not move equipment, which led to longer drying times. Our staff states that the equipment was not in its original location when we went out to take readings. The customers states that they have a video showing equipment was not placed properly to begin with. But the customer has not yet provided this video evidence to us, despite our asks to view it. 

  Customer response

  03/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21271567
  
   Again, I did not move any equipment that was brought to my home as this response is ridiculous.  Yes, I absolutely have a video that includes the manager that came to my house and reviewed where all the equipment was placed. Why would anyone want to book a company that is blaming a customer for their wrong doings on a job. I shared this video with my insurance company and they are managing this with them directly. It is just a shame how a company can react this way and not be apologetic for the way a job was managed. I just want to make sure I save anyone from using this company as they have many complaints on BB. Please stay away and find a reputable company to manage your job. 
  
  ***** ******

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Right Restoration came out on 07/03 for a leaky toilet for our half bathroom. The person who came out said it is a wax ring failure and would be covered under our home owners insurance. He had his crew come out and rip up the tiny bit of flooring in the bathroom and replace the wax ring. They left a dehumidifier and one other machine that they did not even run/use but said they had to leave it due to legality reasons. The dehumidifier stopped working multiple times, we would call and were told someone would be out but never showed. We would have to call back multiple times to get someone back out to restart the dehumidifier. Our home owners insurance denied the claim, we reached out to Right Restoration multiple times as they assured us they would take care of this and did not return our calls. Today is now 10/18 and we received a bill saying we owe another $1,475.12. We never received an itemized bill and never signed off on the work order saying the work was completed to our satisfaction.

  

  Business response

  12/11/2023

  i have not heard back from Mr. *******, I tried again this morning and was sent straight to voicemail.
  
  We have a note in our system from the business unit manager on 10/20 That he spoke to ******** ******* on 10/20/23 at 4:13 and resolved the issue.
  
  I will let you know if Mr. ******* calls me back.
  
   Thank you
  
  Jeff S*******
  

• Initial Complaint

  12/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  date12-05-2022 WE had a leaky pipe in upstairs bathtub. *** ****** came out and repaired it. Next Aaron from Right Restoration came out to take out the humidity. He had me give him a $1000.00 deductible before any work was done. Now they want $942.50 from the insurance claim which is supposed to go to drywall repair. Less than 3 hours work was done. Asking for a refund of$381.61

  

  Business response

  12/28/2022

  We have agreed to settle this job at a 40% discount from the original price. We are not pursuing any further payment(s) from this customer. We believe this issue to be resolved. 

  Customer response

  12/28/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  **** *******

• Initial Complaint

  11/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My new home suffered a flood on October 12, 2022. I contacted Mr. ****** to fix the plumbing, and they suggested "Right Restoration" to dry out the materials in the house. Right Restoration showed up on October 12, 2022, and gave me an estimate of $2500 to dry out my floors and basement ceiling. Their invoice does not show any details. It simply states the project cost. I paid the invoice on Oct 12th, and they started removing the wet materials. My insurance company has been contacting the company daily to get a detailed estimate so I can be reimbursed for my $2500 out-of-pocket. Right Restoration will not help **** insurance. They cannot provide a detailed estimate. I was scammed and grossly overcharged - otherwise, the detailed invoice would not be a problem. I have uploaded the only invoice I have received.

  

  Business response

  11/07/2022

  We sent all relevant documents to the customer's insurance adjuster. Our manager called both the adjuster and customer on 11/4 but was only able to leave messages and has not heard back yet.

  Customer response

  11/09/2022

  I am rejecting this response because: THIS IS A BOLD LIE. YOU HAVE NOT SENT A DETAILED INVOICE. I'M GOING TO FILE A COMPLAINT WITH MY BANK BECAUSE THIS IS FRAUD.
  
  Regards,
  
  **** *****

  

  Business response

  11/10/2022

  The relevant documents mentioned were photos of our work and the customer's signed work authorization form, which were sent to the adjuster. We have reached out to the customer's insurance adjuster again and left another message with him to call us back. So far, we have not heard from him. 

  Customer response

  11/11/2022

  I accept the business's response to resolve this complaint.
  Regards,
  **** *****

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/19/2022 I had *** ******, in ******* ****, but headquartered out of *********, Ohio, come out to trouble shoot an odor in my basement. It turned out I had two leaky pipes in my crawl space. The issue was not with the plumbing company, but with Right Restoration. Mr. ****** called them out to inspect mold in my crawl space. The man from Right Restoration was wearing a Mr. ****** shirt and arrived in a Mr. ****** van. Therefore, giving me initial impression that he was with Mr. ******* Right Restoration sent me an estimate of $6,500 to $8,500 to treat black mold in crawl space. I was shocked at this price and checked with a friend in the plumbing industry who thought that amount was outrageous. I then called a reputable mold removal company to come out and give me an estimate. The other company inspected the crawl space to find that there wasn’t any mold. They said I did not need to do anything but check it once a year to make sure everything was still okay. It was very upsetting to know that a company would charge me up to $8,500 for a non-existent issue. It was obvious that the two companies were working together. And either Right Restoration does not know what they are doing, or they are involved in out right fraud. In either case, this is a company not to be trusted.

  

  Business response

  11/02/2022

  Right Restoration provides free, on-site estimates. This customer elected not to receive services and therefore no money was collected from the customer. Our estimate was provided based on a visual inspection only and included more than just mold remediation. This customer had water damage from a leaking pipe so the estimate included mitigation services. Right Restoration uses an industry-standard invoicing/estimating software for water mitigation and mold remediation. Our pricing is based on this software's estimating - we do not create our own prices. 

  Customer response

  11/02/2022

  I am rejecting this response because:  I am aware that no money was collected.  There was still an inaccurate, at best, estimate given. Why does a professional mold/clean up company give a visual only inspection, (which that was never stated), and estimate a job at $6,500 to $8,500.  And another company that does the same type of work, inspect and find that there is no mold or damage to clean up.  The bottom line is the issue did not exist, and I could have been out a great deal of money.  

  
  Regards,
  ******* ******

  

  Business response

  11/10/2022

  We appreciate the feedback and will make sure our estimates are more clear going forward.

• Initial Complaint

  10/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 06/04/22, I suffered a sewer backup which flooded my house with raw sewage. I filed an insurance claim with ***** **** Insurance and was advised to call ********* and Right Restoration. ********* installed a sewer cleanout and secured a loan. Right Restoration began mitigation work in the home. The work stalled while we awaited a check from ***** **** Insurance. Once Right Restoration was paid, they refused to return to finish work. No restoration occured. They would not even furnish the invoices for ***** ****. My house is down to studs and subfloors in many locations. Visible mold is reoccuring. I am working with other contractors at this point. I have been advised after multiple inspections that I should persue civil action against both Right Restoration and ***** **** Insurance. Right Restoration started and cancelled a collections account against me in the same day while we awaited the check from ***** **** which affected my credit. My bathroom walls were left open. Walls leading to a crawlspace were left open. One of my cats escaped the home and died. The abandoned work which Right Restoration was paid for has caused significant damage which I am having trouble repairing through other contractors at this point. I demand a portion of the initial payment be returned so that I can pay down future repairs. Roughly half of the initial payment would allow me to complete some emergency repairs. I would also like assistance in securing contingency representation to these ends. If issues with Right Restoration cannot be solved on an individual basis, I will need to take civil action. I was very cooperative with them. They and ***** **** have both left me with next to nothing.

  

  Business response

  11/07/2022

  Right Restoration completed water mitigation for this customer towards the end of June 2022. We sent all documents to ***** ****. ***** **** took almost 2 months to review the claim and make payment. We were told that payment was sent to the customer on 8/15/22. We then proceeded to leave several voicemails, emails, mailings, and even had a manager go to the customer's home to attempt to collect the balance owed. Customer did not contact us for payment until 9/19/22. The customer was never sent to collections on Right Restoration's behalf. 

  Right Restoration does not do repair/rebuild work. We are a mitigation-only facility. The customer states walls were left open. As clearly stated in the paperwork signed by the customer, this falls under repair work. Right Restoration returns the affected area to a dry standard. 

  Any issues the customer is having with ***** ****, he obviously needs to take that up with them. 

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/19/2022 sewage backed up in a house we had recently purchased. Mr Rooter was called, they arrived and then immediately started having other affiliated companies directed to our home, one of them being Right Restoration. Electronic tablets were given to me while standing, asking for signatures. I was provided with an estimate of $2500-$3500. The sewer damaged materials were removed, and much of it left in my garage. Dehumidifiers were placed. Their staff would pop in, and do a cursory “water” check then leave. Finally at their convenience they remove the machines. However, all of the sewer covered items and materials were left in my garage. Finally **** stops in and removed some of the sewer covered materials and throws them in the plumbers’ dumpster. However, much remains in garage. We had to call to get them to come back out. After over 2 weeks, two people show up to clear the sewer damaged items out of the garage. Today I see the invoice. They charged us over $4991, which is nearly $1500 over the highest estimate. At no time during the process did any Right Restoration staff member or manager discuss with us that we were going to be invoiced for an amount so much greater than the highest estimate. My husband is 70 years old and I am 63.

  

  Business response

  10/26/2022

  Our invoice was reviewed and paid in full by the customer's insurance company. Our manager tried reaching out the customer's insurance adjuster to confirm the correct portion of the policy was used, but did not receive a call back. We believe the adjuster incorrectly used the sewer backup portion of the policy rather than the general portion as this was an overflow, not a backup. We recommend the customer finds a public adjuster to review the work done. 

  Customer response

  10/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. There was no explanation as to why the charges were way over the high range of the estimate and nearly double the low range of the estimate. Even when ***** the manager of this mitigation job left, he indicated the cost would be nearer the high end, not way over the high end. If it is discovered that costs are going to be more than 10% of the upper end of an estimate, the home owner should be alerted. The insurance did cover this portion of the incident in full. 
  Regards,
  **** *******

*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. ↩