Restoration 1 Castle Rock

Professionals like no other. Restoration handled repairs for the entire façade of my building and addressed some damp issues. They were serious, clean, and met all deadlines and budgets. I highly recommend them.

Over promised. Underdelivered. No communication. Price kept going up.

We called Restoration 1 to help with water coming in the walls during heavy rain. Eric assured us they could do everything, fix the leak, the damage, & the mold. He said he’d have the estimate over to me the next morning. 8 days later I follow up. Eric gets it over a few hours later. Apologizes. Swears he sent it. I get it. No big deal. Mistakes happen.

Quote: $3600

I call the office to schedule the work in a couple weeks. I ask if it will only take a week & I’m reassured it will be done a week after starting unless there’s unforeseen damage.

The morning of, I call the office to coordinate because no one’s reached out yet. Not the end of the world. They come mid morning, & as I’m filling out forms & we're talking, I realize they’re only doing the mold remediation. Nothing about repairs or fixing the leak.

Sure enough, in my email from Eric there’s a line that says “I am having the rebuild estimator send an estimate separately to put the house back together and fix the leak.” That’s my mistake for missing that line. But I’m also frustrated that when Eric was here in person he never explained there would be multiple quotes. “I’ll have the estimate over tomorrow morning”. When I scheduled the work there was no mention of additional work.
But miscommunications happen. I’m frustrated this wasn’t explained, but I missed that line in the email.

Eric tells me he'll have the 2nd quote over in a ½ hr. 5 hrs later I email & tell him I’d really like to know how much this will cost before they start cutting into the walls.

Tuesday morning I follow up again. Eric says he’ll have it over in a ½ hr. 2 hrs later he sends the quote.

Quote 2: $2500

I call the office to schedule the rebuild. Which they won't actually schedule until I give them another 60% deposit for the 2nd quote as well & it would still be at least 2-3 weeks or more. They’ve still done nothing to fix the leak, & when I ask what happens if we get more storms after they’ve cleaned up the water damage, she says this quote is just fixing the inside, that I'll want to make sure the leak is fixed before they come. That’s when I realize she has no idea they’re fixing the leak. I look at the 2nd quote, & again, Eric didn’t include anything for the leak.

She says she’ll call & get me an answer quick. 4 hrs later I follow up. She spoke with Eric & they’ll be sending me a 3rd quote for the leak.

At this point I am getting frustrated. There’s no communication. I keep finding out about more quotes. I keep being told they’ll get me information & don’t get back to me. Everyone acts like it’s not their job to explain the process to me. I finally find out they have multiple departments that all handle different parts of a job, but no one coordinates between them. Customers are just expected to know there's more than one quote & handed off with no point of contact to call.

I’m told that the owner is involved at this point & they’re going to get me a quote to fix the source of the leak ASAP. They ask to see pictures of the top of my deck so they can build an estimate. Mid day the next day I follow up again, & I'm told the owner is out doing other work, & they're not sure when he'll be getting a quote.

My neighbor’s an inspector. We fixed the leak for under $50 & it had nothing to do with the flashing on the top of the deck. The leak was coming from the siding below the deck. I'm still not sure what they quoted me for, but I finally got the 3rd quote a week later.

Quote 3: $1800.

1 quote for $3400 turned into 3 quotes for $7700. I genuinely understand mistakes happen, some days you’re behind. I don’t think the customer is always right. I try to be accommodating for contractors. I also expect there might be some changes to estimates because of the nature of water damage. But it just felt like they assume everyone knows how they operate & once they get the job, they can't be bothered to communicate with you.

I just attended my first CE class with Restoration 1. Lots of information and hands on experience from Marshall! Their staff is very friendly and welcoming. Michelle and Cory are a delight to work with! I would recommend Restoration 1 just based off the service and knowledge I received today!