Restoration 1 Kitchener

Fire & Water Damage Restoration
565 Trillium Drive, Unit 4 Kitchener ON N2R 1J4
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John in Waterloo
John in Waterloo
1 review Waterloo, ON
0/10

Water damage restoration

I had a really bad experience with them as they did not finish the job on the time they promised. On Wednesday, July 27th, I talked with Todd in person and he assured me that the job in upstairs and basement will be finished in 3 days and a temporary sink will be installed in the kitchen so I will be able to move into the house (on July 31st) and the flooring job will be completed in two weeks. In the morning of Sunday, July 31st, when I checked the house, not only it was not ready and safe to live but also there was no considerable improvement in the job.
Attached are pictures I took on July 31st. From that moment it took more than 3 weeks for Restoration1 to complete the job and I could not move into the house during this period. The manager accused me about going into the house without their supervision. Every time I called Todd he got angry and replied in very inappropriate way. Aron and Todd behaved such as they never did any mistake and it was my fault to close the purchase deal before the job was complete.
I have a lot more to say but do not want to fill the page.

I would never contact Restoration1 after this experience.

I also want to mention that the rest of Restoration1 staff were very respectful.

Approximate cost of services:
$1,500.00
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Company Response

Dear Mr. John,
I would like to take this opportunity to thank you for taking the time to provide us with your feedback with respect to your recent experience with Restoration1. Your valued feedback allows us to strive for continuous improvement. It was understandably an emotional time; having a home flood 3 days before the closing date on your new home can result in an emotional situation.
At Restoration 1 we pride ourselves in our ability to provide an exceptional level of service and deliver a superior product. As you are aware the photos that were uploaded are before the property was restored. Although we did aim to complete the restoration portion of the job as quickly as possible, certain unforeseen conditions and changes to your plans including the day that the flooring installer was sent home, didn’t make it possible to complete the job as soon as you had liked. We did however make a special effort to install temporary flooring and a temporary kitchen in order to make the home as livable for you as possible during this time of transition.
Restoration 1 provided you with and installed brand-new hardwood flooring, counter tops, repaired walls and installed baseboards etc. along with other special requests and add-ons made during the time work was being completed. As you can imagine, timelines can change when aiming to reconstruct a home professionally with attention to detail. We are confident that you were informed of the progress and timelines throughout the process. Restoration 1 has concerns for your safety when entering the premises during the reconstruction phase and we ask that all precautions be taken or to have supervision for your protection.
I am pleased to hear that you found our staff to be very respectful - We believe that communication between our staff and customers is essential. I assure you that we make it our utmost priority to ensure that our clients are satisfied during and after their services.
We do find that from time to time there may be underlying conditions present that are beyond our control.
If you have any further questions or concerns, please contact me directly Jordan Jordan@restoration1.ca