Restoration Pro
Beware
Our home was only a year and a half old when our "smart" freezer failed and flooded our home in January 2022. I found Restoration Pro with positive reviews, but none of those people who had accolades were assigned to my project. Because of that I wished I had done better research. They showed up same day to assess the damage and Kurtiss (Estimator) handed me his phone and said, "You just need to sign here, and all will be taken care of." During the drying process they changed the position of the machines often, even offering to come on the weekends because as the crew leader stated, "We can use the overtime." To be fair, they did dry it out, but everything went down from there. Since we are slab on grade the crew found it extremely difficult to remove the flooring. They said they would come back with a jack hammer and attempt to remove it that way, but the type of jack hammer they used left numerous gaping holes in the area they worked on. I asked the lead how they were going to remove the flooring that surrounded the island and was told that they would bring in "professionals" to do that. So, did that make him an apprentice just learning the trade? Additionally, when the crew left that day, I found that the entire great room was covered in dirt from the old wood: they failed to prep any of the area and left our furniture, tv, two area rugs and a floor-to-ceiling white linen drape covered in dark dust - nothing was protected. The lead man said he was so busy that he just forgot to prep. Kurtiss and a manager reviewed the mess and promised to have our area rugs and drapery cleaned and that they would not include it in the insurance claim. A decision that I believed at the time to be just and fair.
When it was determined that the flooring had to be completely replaced because the original flooring was no longer available, Kurtiss arranged for us to go to a flooring company, one that he was clearly partial to. I questioned why I could not just go to the flooring company who installed the original floor, but he gave several reasons that I now doubt were true. (Later I would find out that the company he was pushing, is owned by a close relative of the owner of Restoration Pro. A bit of a conflict, perhaps?) So, I chose to go to the original company and search for a hardwood floor replacement, which I am so happy I did.
This didn't sit well with Kurtiss. In fact, he called that day and said that since I didn't trust them, they were severing our agreement and would bill for the dry out and work they had already done (a mere fraction of the entire project.) Kurtiss justified their decision by saying that they had to "make money too," but I believe the job was just too difficult for them. I never saw the bill from RP since they sent it directly to the insurance company bypassing me altogether. But I requested a copy from the adjuster and was stunned to see how much they charged for the small amount of work they did. Yes, RP needed to make money too, but that much?
With our floor partially torn up and nowhere to turn, I called the other company and asked if they would take over the project. They put me at ease and ensured me that our home would look like the Parade Home it was in 2020. I cannot express enough the differences between the two companies. One continually broke their promises and left us high and dry with a torn up floor, whereas the other company was professional, kept to every commitment and gave us back our home as it was meant to be. For being abandoned when Restoration Pro didn't want to complete the job, is reason enough to avoid them. Two weeks ago we contacted Kurtiss to see if he would keep the one commitment of paying for the cleaning of our linen drapery. His answer was "We didn't finish the job; ask your insurance adjuster." That final statement speaks volumes on the type of service Restoration Pro provides... read more