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:09/05/2024

  Type:Service or Repair 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 6/16/24 I contacted 24/7 Metro Restoration to report that their dehumidifier had leaked and damaged my wood floors. They sent me a letter (attached) acknowledging the damage and stating they would restore my flooring to its original condition. In discussions they said they would replace the wood floors, then said they would replace the damaged portion and refinish all of the wood flooring that ran continuously throughout my house so it would match. Then they decided they would repair the damaged wood & refinish all of the wood to match in the stain of my choice. They said it would take 3 days and they would do all of the moving, cleaning, etc. I could pick the wood stain & the finish would fill any gaps between the planks,The work was started on 8/20 and some of my furniture was moved to a truck in the driveway while the rest of it was put in other rooms of my house and my garage. The damage was repaired by driving nails into my wood floor and I was told, incorrectly, that there was not any stain on my floor so they would not apply a stain. The floor under my ********* hall closet was not refinished & the thresholds were scuffed by the sander & very poorly painted with a marker. No one came to clean up the dust and the gaps were not filled in. On the afternoon of 8/26 my furniture was moved back into my house, my belongings were piled in the middle of the kitchen floor, my kitchen island was left in the garage & the shoe molding was not replaced.I attempted to call the owner on 8/22 and was told he would call me the following week. I finally called back on 8/30 and spoke to him. He has sent several emails saying there was not stain on my floor but I have confirmed with seller that the flooring did have a cherry stain on it. I sent a final email on 9/4 saying that I want all of the wood floor refinished in the correct color as promised, the shoe molding replaced and my island put back in my kitchen. I have not received a response.

  Business Response

  Date: 09/23/2024

  Unfortunately, this has become he said she said and we have conceded moneys owed to us for Ms. ******* to handle the situation herself.  24/7 Metro Restoration performed ****************** 6/12/2024 for the sum of $3,222.28 that her insurance agreed to and she has been paid. As the email below sent to Ms. ******* on September 10, 2024 states, she has a newly re-finished floor of unique and valuable purpleheart wood at no charge, Ms. ******* gets to keep the $3,222.28 from insurance and on behalf of Ms. ******* 24/7 Metro Restoration negotiated on her behalf at no charge for Ms. ******* to receive an additional $5,345.42 totaling $8,567.70 less $500,00 deductible to use how she wishes.  I hope this resolves the issue and apologies. 

  ****** ******-President

  Customer Answer

  Date: 09/23/2024

   
  I am rejecting this response because:

   The insurance settlement was not $8567.70. It was $6579.19, less my $500 deductible. This money is to complete the repairs that resulted from a water leak in my house.
  
  The damage to my floor is outside of the insurance settlement. His email dated September 10 states that he has invested over $10,000 in my house.After deducting the $3222.28 for the water mitigation work, this means that he paid $6777.72 to have my floors repaired by sanding the damaged planks, driving nails through them in an attempt to get them to lay flat and refinishing the majority, but not all, of my floor by adding a clear finish. He did not stain the floors to its original cherry color, move a very heavy kitchen island back into my house or replace the shoe molding that was removed.
  
  The $3222.28 that he is not invoicing me is not enough to restore the floor to its original color, move my furniture back into my house and replace the shoe molding.  
  

  
  

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair 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.

  This company never provided the service they promised. They were supposed to remediate the water issue under my house. They did provide work, but only dried out a small portion of my crawlspace, and left the rest of it soaking wet. Then they billed me and all I wanted to do was discuss the bill with someone before paying it because I did not think it was fair. I tried reaching out to them through email and phone but there was a lot of turnover and people kept saying they didnt work there anymore when I would call them.

  Business Response

  Date: 02/01/2024

  ***************************** is no longer with the company.  I am ************************* the owner. I have reviewed your loss. I want to say I am sorry for the circumstances of your loss. Based on our pictures and notes you filed a claim and it was denied because it was deemed by your carrier to be a long term issue and that there were multiple water issues that had to be fixed to prevent additional water damage. We cleaned and dried some areas waiting to find out if the loss was covered, otherwise the invoice would have been much higher.  Thank you for your payment and I hope that you are able to resolve your issues to prevent continued damage to your home.  If you would like to discuss please call me at ********************. I can share the pictures and notes we have. Sincerely *************************