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:12/01/2022

  Type:Billing 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.

  In April of 22, ********** recommend the company for water restoration. A scope amount was sent to the insurance of 19,000 for all repairs and cupboards. I added some additional changes. Cade the original salesman quoted me 21,300 for entire project. The gray screen on his tablet had me sign for the job, and full payment was made for a complete kitchen. Months went by, many messages exchanged and on hand. No one was scheduled to complete the drywall, ceiling etc. ********** recommended that I fire them. I hired a contractor. He completed my project leaving ******** to simply install cupboards. I allowed them to do the cupboards because they were ordered and at ******. I felt this was right. No other work was done by ********. I was told there would be a refund at the end because they did no other work. I even allowed them to install the wrong cupboards because I wanted it over with. 6 months of it. After doing nothing but installation of cupboards, they handed me a bill for an additional 8k. They showed me a receipt rolling the scope into my 21k quote. There is a blue box added after my signature making it appear that I agreed to a job totaling over 40k. They simply installed mid grade cupboards, and no other work was completed by them. I have a new breakdown in hand that they added over 9k in charges for the cabinets and install. This was created by them after the fact. I never signed for 29k in cabinets. They have now retained an attorney to collect the amount they consider due that is clearly fictitious. I requested help from *********** They declined. I now have to seek an attorney within 30 days, or be scammed by this company again. I would like a refund for work not completed, and the additional charges dropped. I only agreed to a 21,300 complete kitchen install. I paid the new contractor 13k to do the work that ******** was paid to complete, and did not complete. I feel 8k should have been returned to me after the cupboard installation was completed as promised.

  

  Business Response

  Date: 12/05/2022

  We are a restoration company and our contract states "Agree to the Scope & Pricing Agreed On with the Insurance Company Including Any Supplements and/or Change Orders Agreed on With the Insurance Company and/or Homeowner"  I have included a signed copy of the contract.  The insurance only paid for a partial replacement of the clients cabinets.  The client then decided to replace additional cabinets above and beyond what the insurance company was paying for.  CO#1 reflects this transaction.  We issued credit for the amount allotted by the insurance company for the cabinets totaling, $7,895.69 and charged $29,095.69 for the cabinets selected by the client.  This resulted in a net CO of $21,200.00 representing additional out  of pocket above and beyond the insurance proceeds. The client also requested to do flooring that was not included in the original insurance estimate.  This is reflected in CO#2.  The total of the flooring portion was $7,808.13.  The client then also requested some additional framing to be done in her home and insulation added.  This is reflected in CO#3.  The insured then requested some additional work that was on the original insurance estimate not to be completed.  This is reflected in CO #4.  The client agreed to and signed all change orders .  The "Summary of Total Project Cost" on CO #4 which was signed by the client clearly reflects a total project cost of $40,199.05.  This reflects exactly what was billed to the client.  The cabinets installed are the cabinets selected by the client with the cabinet supplier.  The client saw the cabinets before installation and did question that they were the proper cabinets.  We confirmed that they were the cabinets selected by reaching out to the supplier.  We at that time, offered to not install the cabinets and the client chose to continue with the installation of the cabinets.  The notice sent from our attorney to the client as due to the fact that she informed us she would not be paying our invoice.

   

• Initial Complaint

  Date:06/28/2022

  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.

  During a rainstorm that took place on April 15, 2022 the front window to our home was damaged. I contact ********* Insurance (the provider of the home insurance). Through their guidance, we were able to select HRN Construction and Restoration company to repair the damaged that was sustained. HRN came to our home to make an initial assessment and board up the window. Shortly thereafter a cost for the repairs was submitted to ********* Insurance. HRN came back out to our home to collect the deductible. We entered into a contract with HRN on May 6, 2022.We were under the impression that work would commence rather soon. However, to our dismay, since that day the process has come to a screeching stop. We have had to endure living with a boarded-up front window for almost 3 months. It is extremely unsightly, hideous and quite frankly embarrassing. I made repeated calls and sent emails, a majority that went unanswered, to HRN to inquire when the window would be fixed. There was always an excuse that was provided. HRN stated that they could not get in contact with someone from ********* Insurance. I was also told that they have had other customers that had to wait longer than we have before their windows were repaired. We were also told that the window was ordered. Only to call back a week lately to be told it had not been ordered. It is a bottomless abyss of lies, delays and utter disrespect or regard for satisfaction as a consumer. During our last conversation HRN informed us that the repairs would not take place until July 22, 2022. A total of 3 full months after the initial damage was sustained.

  

  Business Response

  Date: 07/07/2022

  Ms. ****** signed a contract 5/6/22.  We had our window supplier measure her window on 5/12/22.  When we received the pricing back for the window it did not line up with the insurance allowance.  We had to request additional coverage from the insurance company.  We received approval and ordered the window on 6/14.  The window is expected in the week of 7/11 and is being installed the week of 7/18.  Unfortunately, this is an average time line when dealing with insurance restoration especially during the construction climate we are currently in with material delays and pricing.

  It is our opinion that the expectations of the client are unrealistic and perhaps we did not set proper expectations up front.

  Thank you,