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United Water Restoration Group

1 Sunshine Blvd, Ormond Beach, Florida, United States, 32174-5942

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United Water Restoration Group Reviews (%countItem)

Totally incompetent. Promised water damage remediation in 5 days to completion 6 weeks later still not cleared by Air Quality inspector.

United Water Restoration Group Response • Aug 13, 2019

Hi Mr. M,
We sincerely apologize for the delay in timing you experienced with your mold remediation. Our team originally was only checking one wall, where they found bacteria based off the test results provided by the hygienist. Upon removal of affected material more bacteria was discovered. Since there was significantly more bacteria discovered, which you were informed of by the technician on site, there was a delay in timing. We completed all work, based off no protocol from the hygienist and we completed the work to help clear your home of bacteria.

Customer Response • Aug 15, 2019

When remediation began & the contract timing was not met I asked your guys if there was more work than expected. Their reply was no.
We had difficulty in contacting anyone during this process in fact no one until Eddie R arrived ever directly contacted me.
This was a total catastrophe. Following your completion we found a bedroom blind head rail was more or less destroyed during the process & had to be replaced. A/C unit should have been removed according to the Air report. It was not removed making it difficult to complete drywall in that area. Really not happy at all.One thing that I will say is that when you brought in Eddie R to sort the job out he was very amenable & apologetic for the calamity & did his best to complete the necessary works.

THis company did a fantastic job cleaning up the mess my broken supply line caused. They arrived shortly after I called even though it was late at night! The techs did a great job explaining what the process would be and were all certified. They handled everything with my insurance company and even recommend a good rebuild company to repair all the damage. I would recommend this company to anyone who asked.

On or about 12/11/2018 I provided Davis K (Operations Manager) the completed Air Quality Test which identified the water damaged and mold infested areas in my home that needed remediation. On or about 01/11/2019 David K, provided me with an invoice listing the work to be done along with the total balance. On or about 01/22/2019 I paid the the total invoice balance. Thereafter, the work began with the promise of completion within 3-4 d*** barring the finding of any significant unforeseen damages. The project lasted for 23 d*** and was not completed until 02/13/2019. This time included further remediation that was necessary because of a Post Remediation Air Quality Test fail. Below is a list of issues that occured during the remediation process: Workers did not contain all areas identified in the Air Quality Test Report that needed to be remediated. Workers were not fully informed of the full extent of the water damaged areas that required remediation. Information provided to me by workers and the Operation Manager was inconsistent and resulted in an in person meeting between me and the Operations Manager on or around 01/25/2019 for clarity. Post-Air Quality Test failed on 02/07/2019 due to worker's failure to properly clean the area. Thereafter, I was informed that the following day (Feb. 8), workers would enter our home, reclean, and have their work retested. On February 8, 2019, however, I received a call from one of the workers informing me that he was being asked to leave my home and visit another site due to an emergency. As such, cleaning and retesting were not done on completed as promised. Operations Manager failed to disclose prior to beginning work that we may need to remove fairly new carpet and baseboards in closets as a precaution because they were in the containment area. None of the carpeted areas had experienced any flooding or water damage. Thorough cleaning was advised by the Air Quality Testing Company assuming that the carpet was older than it was due to the carpet tacks holding it down, but never suggested that it be removed. Mold spores were found on the carpet in the closets in the same way that it was found throughout all of the carpets of the home. Furthermore, in conversation with the Vice President of Operations at a later date, I was informed that it was protocol of United Water Restoration for the carpets held in the containment area to be cut out rather than rolled out of the containment area and restored upon completion of remediation, but not all carpet in the containment area was cut out and removed, only the carpet in the closets while the carpet in my daughter's room was rolled up out of the containment area and stored outside of the containment area. The carpet and baseboard in the closets now must be totally replaced. On or about 02/08/2019, late in the afternoon, I contacted Vincent Thomas, Vice President of Operations of the Pompano Beach branch in order to express my discontent with the process and advised him of all the issues encountered since the inception of the project and the resulting del***. On or about 02/09/ 2019, one of the Dehydration Machines placed in the Master Bathroom malfunctioned and produced puddles of water throughout the bathroom within the containment area. The machine had to be replaced on the next day for the work to resume and the area had to be recleaned as a result. On or about 02/12/2019, workers received a Conditional Pass on the second Post-Air Quality Test due to failure to thoroughly clean a wood frame and remove water-stained dry wood in the Master Bathroom.
Workers repeatedly exhibited unprofessional attitudes over the course of the work. For instance, despite paying the total invoice balance in full prior to the beginning of the remediation, on at least two occasions workers were sent from my home to other jobs due to emergencies. Upon confronting Operations Manager, David K, about our concerns with the slow execution, inefficiency, and lack of communication between him, us, and the workers after nearly being a week over schedule, we were met with cold insensitivity and defensiveness rather than true assurance that they were doing everything in their power to ease our concerns and remedy the issue as soon as possible. D later our home failed the Post-Air Quality Test. Vincent Thomas, Vice President of Operations, informed us that moving forward from the failed Post-Air Quality Test that he would be our point of contact concerning the work being done. Upon reviewing our file and visiting our home, he admitted that the process should've been completed in no more than 3-5 d*** and that the test was failed because of disobedience on the workers part for failure to follow cleaning protocol. David K, however, repeatedly and told us that the process was taking so long because new issues kept popping up in our home. This was done with full knowledge that my wife and now 6 month old daughter have been out of our home and in another state waiting for the completion of the remediation and bathroom renovation since 11/30/2018.
Product_Or_Service: Water Damage & Mold Remediation
Order_Number: n/a
Account_Number: n/a

Desired Outcome

Refund I am requesting $3,422.07 in compensation for the gross negligence and mistreatment that caused by United Water Restoration Pompano Beach during the mold remediation process.

United Water Restoration Group Response • Mar 18, 2019

We are very sorry for such destabilizing encounters you and your family have endured. One of our strengths is the way we respond to our customers promptly. Therefore, your recent experience is inexcusable.

I have discussed your file with our Operations Manager David at the Pompano office. As an organization, we have taken the corrective measures to ensure situations like what you have identified will not reoccur. I want to use this opportunity to tell you that I am sorry for the difficulties you have encountered as a result of this problem. It is evident from this incidence that some personnel at the Pompano location requires additional training for effective customer service.

It is unfortunate that the process took as long as it did, however, please be advised as I discussed with you and your wife at length on the telephone, many mold protocols require that the scope of work may become greater in size. As you are aware, once the scope of work grew and there were additional areas that were identified that required further mold remediation, you weren't charged any additional fees.

Additionally, at this time United Water Restoration has also incurred additional fees for the retesting and remediating additional areas outside the original scope of work. I believe we have met and exceeded all expectations as set forth by the independent mold testing company. For that reason, United will not be issuing part or a whole refund.

Thank you for your understanding. For any other question or request for assistance, you can call me directly on 561-350-1423.

Respectfully,

Vincent T
VP of Operations
United Water Restoration Group, Inc.
Office: (954) 972-7510
Cell: (561) 350-1423

Customer Response • Mar 19, 2019

(The consumer indicated he/she DID NOT accept the response from the business.)
First, United Water Restoration Group's Vice President, Vincent T, viewed my home's remediation work file, took a visit to my home on Sunday, 02/10/2019 and upon conversing with him on the telephone the same day one hour after his visit, he informed me that the remediation should've been completed within 3-5 days, the original number of days that was promised to me before the start of the work.

Second, the scope of work growing greater in size is an unacceptable excuse for the 18-20 delay in the completion of the remediation. Demolition on both bathrooms were paid for by me and executed by another company prior to the beginning of any remediation work in my home. All mold and water damage was visible and relatively easy to access. Delays in beginning the remediation in the kitchen area and on the ceilings in both closets as well as the N/E ceiling corner of my daughter's bedroom were considered issues that "just came up" even though they were clearly identified in the Pre-Remediation Air Quality Test Report which was given to your company in December 2018.

Third, the extra work done was in large part due to the failure to thoroughly complete standard remediation protocol before the first and second Post-Remediation Air Quality Tests which your company initiated both times. In speaking with one of the workers assigned to my home, Rovin, he explained to me that it was common that workers were sent to my home and reassigned while in the midst of performing tasks. Moreover, the workers were given incomplete itineraries/assignments as to the specific areas that needed to be addressed which is the responsibility of United Water Restoration.

Last, I was not properly informed of the extra work that had been done nor the extra cost that you all incurred due to the extra work. However, in trusting Vincent T, I allowed for your company to unnecessarily cut and remove carpet in my closets instead of simply rolling them out of the containment area in fear of cross-contaminating other areas that were not in containment. I noticed that your company had the capability to roll back the carpets instead of totally cutting them out as I saw about 20 square feet of carpet rolled up outside of the containment area only to be rolled back after the completion of the remediation. The carpet had been installed less than 2 years ago and had never experienced water damage of any kind. It will cost us hundreds to replace. Replacing the drywall in every area of my home cost me well over one thousand dollars and both bathrooms still need to be replaced. Forgive me for sounding ungrateful, but considering that all of this is coming out of my pocket and not through insurance, I am convinced that at the end of all of this I'll be spending far more on this project than the extra that your company would've charged me.

Yes, ultimately the Post-Air Quality Test was passed and by this I can agree in part that you have met the expectations of the Independent Mold Company, but I will not go so far to say that you've exceeded expectations. I cannot get the time back that I lost being away from my wife and now 7 month old daughter trusting your company in good faith in paying the total balance upfront and giving you all unfettered access to my home and with good conscious accept your excuse when I know the truth. United Water Restoration Group mishandled my trust and purposely gave me less than its best effort until the intervention of Vincent T 18 days after the start of the remediation project. You did right to retrain workers in the way handling clients moving forward, but I don't feel that I am out of order for seeking a refund of any kind.

Their original estimate was only $2,889.78. After working for two hours, they claimed more work need to be done and new cost will be $1487!
Their original estimate was only $2,889.78. After working for two hours, they claimed more work need to be done and new cost will be $1487! So I fired them immediately and hired another company (Mold Service unlimited) to finish the job for about $3,660

They are not only price gauging , this is a plain blackmail

I paid them $1537.50 for the deposit and they have refused to return . They only worked for 2 hours

Desired Outcome

I will need for they to refund $1537.50, However, I am willing to pay them for 2 hours of work for $300, giving me a refund of $1237.50

United Water Restoration Group Response • Nov 07, 2018

The client provided their information to our account rep when placing their deposit. The work was performed per the signed contract attached. There is no cancellation for the work already performed and we will be exercising our right to seek funds to the full extent as this account has a past due balance. The additional quote was provided AFTER the client provided an air quality test as recommended by our company. The amount of damages were far beyond the visual assessment we performed, the only contract on file is for $2,889.78. There is a 2.5% fee assessed if deciding to use a card for payment. Bottom line, the work per the estimate on contract was completed. The customer declined any additional work and is not happy with our recommendations. Photographs are attached of the work performed as well as our fleet tracking gps system that shows we were there multiple times with several techs. Thank You

Customer Response • Nov 08, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
The company is a liar and the worst of any companies I have ever dealt with in the past 30 years!

They tricked me with an cost of only $2889, right after I paid $1537, which is more than 50% of deposit required, they started to use fake and ridiculous pretense that more work needed to be done and new cost is more than $14870 !!!! So I terminated them immediately. They only worked two hours! They never told me there was 2.5% credit card fee upfront, I was only informed when I showed them the card! And they told in advance that either a check or credit card was fine, no fee was ever mentioned beforehand! I will pursue this case to the full extend! You absolutely have to black this company on your site

Customer Response • Nov 13, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
United Water Restoration is a proven liar!!!
Mold Service Unlimited did all the job and did not find any additional problem and only charged me for $3667 ! and the service area is exactly same as the first estimate of United Water Restoration! However, United Water Restoration fabricated a story and increased the cost of remedy from $2887 to $14871 !!! Which means United Water Restoration revised cost is more than 5 times of their original cost estimate!! This is blackmail !! This is much worse than Price gauging! I respectfully ask Revdex.com to black list this ridiculous company and I will take further legal action to get this company's license revoked should it fail to return my initial deposit of $1537 within 30 days

United Water Restoration Group Response • Nov 14, 2018

I will make this very easy for you. If that company did all the remediation in your home they should have had to have a PRV (post remediation verification)test done by an independent company. If you can produce it showing your home has been cleared I will refund your money. If not they didn't perform proper mold remediation and the point you are trying to make is mute. All we are billing for is the work we did. Nothing else about your argument matters. We do high quality work and guarantee that your property will pass the PRV or we remediate it until it does.

service and charges
For Revdex.com Complaint

After a plumbing issue in the shower, I recently hired United Water Restoration to clean up and dry out my rental home. I have leased this home to the to the same tenants for the last 7 years. After coming out on Saturday, United Water Restoration gave me a written estimate of $2478.99 to complete the job. The office manager told me that he would bill my insurance company. On that same day, the technician set up the 5 pieces of drying equipment and left. Several times during that day, the equipment kept tripping my circuit breaker. My tenant called and left me a message on Saturday evening, in which I received on Sunday. I immediately called the manager of the Jacksonville office to let them know that their equipment was overloading my circuit breaker. When the technician called me, I gave him my tenant's phone number so could coordinate a time for him to go out and fix the problem. Instead of going out to fix the problem, the technician instructed my tenants on how to maneuver things to stop the circuit breaker from tripping. That was very unprofessional. The next day, my tenants complained to the technician that the dehumidifier in the master bedroom was getting so hot that it was making it difficult for them to sleep and that the walls seem to be dry. They were told they could unplug the dehumidifier. It wasn't until a couple of days later that the technician came back to pick up the equipment. But , when I got my final invoice, they charged me for the additional 2 days (at $119./day) that it sat there unplugged. On Thursday, I went by my rental house and saw the machines were still there. I called United water restoration and told them to remove the machine from my house because it should not take that long to dry my house out. The technician came by Friday and picked them up. The technician called me the following week and said he wanted to review the final bill. I called him back and he never returned my call. I called his manager to get a copy of the bill, but never received it. I finally called the office in Ormond beach and requested a copy of the final bill. It was $4,842.05. THAT IS DOUBLE the estimated cost! I called the main office and had it investigated. I was told I should not have been billed for the equipment the first day because the technician set the equipment up wrong. I was also told I should not have been billed for the piece of equipment that sat for 2 days. They ended up only adjusting the bill for 3 pieces of equipment, in the amount of $348 and said that is the best they can do.

I would like to know why I was not credited for the other 2 machines since none of them were working properly because of the set up ($157 credit). Also, why I was not credited for the machine that sat there for 2 days ($238 credit) after the technician told my tenant they could unplug the machine. Why I was charged for the setup of $212.40 when my tenant ended up fixing the machines from tripping the circuit breaker. Why on the estimate it was charging me for during hours of $183.84 but the invoice charged after hours $200.04. Why was I charged for 6 equipment decontamination at $31.76 when there were only 5 machines? If United Water restoration could give me same answers I would appreciate it. I do not think it's right to not only get less than professional service, but also be double charged. DO NOT USE THE JACKSONVILLE OFFICE of United Water Restoration company it has been nothing but a headache!

Desired Outcome

A fair adjustment based on the fact and what I was told on the complaint

United Water Restoration Group Response • Jul 24, 2018

UWRG provided a preliminary estimate in which the client is referring to. We understand the initial estimate was not all inclusive of the actual work performed as the residence took longer to dry than originally expected. We are willing to work with you to resolve this and come to an amicable agreement. We have performed a complete review of your account and in good faith are willing to accept $3,937.46 as final payment for the water mitigation performed on your property located at ***. Please advise if this is agreeable to you and we can send the newly revised invoice to you for payment remittance. Thank you and have a wonderful day.

Customer Response • Jul 24, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I will accept this new invoice amount because my tenant need the house fixed up. But I could never them remit them. To anyone after the service provided

Not payment to the company, as schedule was not met.
On 02/06/18, we hired United Water Restoration Group, Inc to fix a mold problem we detected in the Florida room. The job should have taken only 3 days to complete, however, the company never completed the work. The only thing they did was to tear down the ceiling in the bedroom, which was not necessary to find any cause of mold. Also, the scrubber (that was left in the house unattended for almost 2 weeks had to be unplugged because of the noise) was not necessary since there was not musty smell in the bedroom or in the house at all. After many attempts, since we did not hear from United Water Restoration Group Inc. we had to hire a company to fix the ceiling. The poor quality of their service, the ceiling being exposed for so many days, and the nosy scrubber left unattended in our house created a stressful situation to my pregnant wife.
We request $1,000.00 from United Water Restoration Group Inc to pay for the restoration of the ceiling that was unnecessary tore down.

Desired Outcome

Instead of honoring any payments, we request $1,000.00 from United Water Restoration Group Inc., to pay for the restoration of the ceiling that was unnecessary tore down.

United Water Restoration Group Response • Apr 17, 2018

Dear *** and***: In response to your email, the work outlined on the Terms of Service signed on February 6, 2018, has been completed. 20 square feet of ceiling was removed, antimicrobial agents were applied, and we placed an air scrubber on the premises. In fact, the only point of contention is the gap in monitoring days, during which the air scrubber kept running. We have not tried to charge you for the extra air scrubber days (quoted for three), so in fact you received more than we quoted you at the beginning of the job. United Water Restoration does remediation only. We do not, nor have we ever, done leak detection or rebuild. We are not responsible for rebuilding the ceiling which you gave us permission to remove. We are still willing to honor $250.00 for services already rendered, provided payment is received within ten business days. Otherwise, we seek the full $500.00 payment as agreed by contract, plus a $12.00 returned payment fee. Sincerely, Liz K

My toelet overflowed into the bathroom, master bedroom, small dining area and living room. My house is under 2000 square feet. Two technicians collected some of the standing water and place 4 humidifiers in the affected areas, They were at my home no more than 2 hours. The cost for this service was over $2,400.00 out of my pocket since I have no insurance. This is price gouching.

United Water Restoration Group Response • Apr 30, 2018

Terms of service signed $2,536.15. ½ payment was collected up front. Toilet overflow. 500 sf of water extraction and 5 dehumidifiers were in the home for 4 days. h/o declined demo of effected materials to expedite drying (baseboards and laminate floors). We use industry standard xactimate pricing. THere is a service call plus montering for 4 days in addition to the waste water extraction. We did lower the bill to $1941.16 and Mr H stated he was happy with that.

I called and asked for a mold remediation quote. One of their associates came out, reviewed my condo ( I already had a mold/mildew specialist outline problem areas), and wrote up a quote a total amount of $1,081.03. When he gave me the written estimate, he assured me he could get the cost down to between 5 and 6 hundred dollars. I asked him to write down that on the quote, but he declined. When I called the office, a lady said that they do business that way, and I would probably only pay the lower amount after I booked them and had the work done. YEAH RIGHT. I'm down here 2 years from New York and this is a new scam I hadn't encountered before.

United Water Restoration Group Response • Apr 06, 2018

Once this review was received, contact was made with the operations manager for this territory. The technician did in fact provide a free estimate to the potential client. However, the technician does not have authority to reduce the cost without his supervisors approval. If an offer was made, he must provide reasoning for reduction. The interaction with the supervisor usually occurs if the homeowner is negotiating the cost at the time of signing a service contract. The technician followed up with the client, who refused services. No contract is held nor was any work performed on this loss. We apologize if this process caused confusion in anyway to our potential client. Thank you for your prospective and we look forward to resolving the procedure to better suit our clients.

A $1000.00 deposit was given to United...two project managers said the work would be done by mid January and no one has followed up!
Had a minor Insurance claim with the Water Restoration division and signed an agreement with the Construction side of United on 9/28. Our Insurance carrier had an adjuster out...not a major project but 3 months later an Orlando project manager came out and said no problem and could have it done by mid January and gave them the $1000 deductible. John H the Orlando manager when called said the project manager that we meet is gone and would have to start all over again. the project in total was only $2600. When John H finally came out he was not going to do what the adjuster outline and the previous project manager discussed with us and tried to recommend a very cheap alternative and blamed our insurance carrier (ASI). John said he would be back with us in early Feb. and still hasn't called....this is by far the worst follow up of any business I have dealt with and now would not trust United Construction to do anything where he was the Manager. His word, follow up, trust and I worry about the quality of work are questionable.

Desired Outcome

Just a refund of the $1000.00 deductible we paid and to make sure this complaint is registered for other customers.

United Water Restoration Group Response • Mar 08, 2018

March 8, 2018
Re: Case # ***
***
***
Dear Revdex.com,

United Construction Group, Inc. (UCGI) response to Mr. complaint, case # ***. Please review the following correspondence mailed and e-mailed to Mr. regarding his complaint and attached supporting documentation.

E-mail to Mr. Homeowner:
Dear Mr. Homeowner,

Please find attached, United Construction Group (UCG) release of contract letter and copy of UCG deductible refund check # 10328 in the amount of $1,000.00. The release letter and check was mailed via US Postal Service today, March 8, 2018. Please allow 3 to 5 days to receive this check as the check is coming from our corporate office in Pompano Beach, Florida.

Please be advised, the rebuild contract was signed with United Construction Group and you inadvertently lodged a complaint with the Revdex.com against our sister company, United Water Restoration Group. I will respond to the Revdex.com complaint today, advising that your desired resolution for the refund of your deductible was mailed today and therefore your desired resolution was satisfied.

Kindly, at your earliest convenience, please contact the Revdex.com to remove the complaint lodged against the wrong company.

Please do not hesitate to contact me with any questions or concerns.

Thank you,
Debbi P
Customer Service Manager
United Construction Group, Inc.

March 8, 2018

***
***

Re: Claim# *** American Strategic

Dear Mr.,

Please be advised, per your conversation with Project Manager, John H on Tuesday, March 6, 2018, it was mutually agreed to cancel the contract you signed on September 28, 2017 with United Construction Group (UCG) for the reconstruction/rebuild contract. In addition, UCG agreed to refund the $1,000.00 deductible received. As of today, March 8, 2018 you are released from said contract, no further action is required.

Please find enclosed, UCG check # *** in the amount of $1,000.00 to refund your deductible received on December 27, 2017.

Sincerely,

Debbi P,
Customer Service Manager

Customer Response • Mar 13, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
They made the effort to cancel the contract and refund the $1000.00....and I have no problem correcting the complaint from the sister to the Construction company but can not find it in the system. The owner is the same and should make sure if the Construction company follows the same core values as the water company. The follow up and the management of the construction side need to be improved!

United Water Restoration Group Inc came to my house today and the person helping me Amanda was very helpful and I appreciate all the help she gave me, She explained everything to me. Thank You Gloria H

United Water Restoration Group Response

Hi Gloria,

Thank you for sharing your experience with us! We are glad to hear Amanda was helpful and clear with the work she was doing on your home.

Have a great day!

Inexperience service men , some without shirts or no badges as to the company they worked for truck had real identity was all. Polite didn't even know my insurance company that I assumed they were doing business for.

United Water Restoration Group Response

Hi Pamela,

Thank you for bringing these matters to our attention. After further investigations, we were informed that we had a certified technician and a helper at your home from our company. Our helper was just hired, and due to the hurricane, he was unable to be fitted for a new company t-shirt and take his badge photo with the loss of power. Our sister company, United Construction Group was subcontracted out to help with the tarping of your roof and/or affected areas and likely had no knowledge of who your insurance company was when they arrived, initially. We apologize for any inconveniences this may have caused you.
We will address your concerns with the Operations Manager and we thank you for your patience with us, as we are trying to help everyone as quickly as possible with damage done from Irma.

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Address: 1 Sunshine Blvd, Ormond Beach, Florida, United States, 32174-5942

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+1 (386) 366-9204
+1 (386) 677-1856
+1 (407) 681-2175
+1 (352) 347-7992
+1 (321) 241-4987

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