John Carlson
I hired rainbow restoration to complete a tear out job from water damage in my kitchen and bathroom. When I met with the owner upon the initial visit he told me that he started the company to help people in their time of need and not take advantage of an unfortunate circumstance. (Not exact quote. Just my recollection.) Sadly, this was not the case. The company said the job would take 2 days. I tore out the cabinets and countertops along with a small portion of the tile while I waited for them to show up. The job ended up taking 4 days and they didn't complete the job I hired them to do. I returned from out of town when they said they finished the job. There were hundreds of staples remaining sticking up that secured the underlayment. There was also many chunks of underlayment still attached to the subfloor. Beyond that, they removed my vanity in the bathroom and capped off the water lines improperly and left with the water to my home off. When we turned the water on, water began pouring from the faulty caps and began leaking into my crawlspace. They said they capped them but it wasn't proper due to the fittings on the pipes. They sent their contractor to my home to cut and properly cap tge pipes. This also included ripping out a significant portion of drywall. I expressed my displeasure of the flooring tear out. They informed me that it should be sufficient to install new floors and if it wasn't, they would come back to complete the tear out. I informed them that my contractor determined that the staples and chunks of underlayment would need to be removed for the flooring install. They told me it was an improper install of the original underlayment and it would damage the subfloor to complete the tear out. I asked them how they determined it was an improper install and they told me that their contractor recommended a different approach. They did not reference a standard code or practice making this decision, just one mans opinion. I provided them with the install guide of the underlayment proving that it was a proper install according to the manufacturers specs. They also informed me that the job was complete and I proved to them that the tear out was not complete due to the chunks of underlayment and hardware that remained. I refused to pay for that portion of the job. I also decided to double check their measurements for the tear out job on the sq feet and linear feet of the job. I offered them the opportunity to come out and remeasure to get accurate measurements but they declined and accepted my measurements. After many back and forth emails and myself providing the information above, they finally agreed to removed the underlayment tear out charge and corrected the measurements. My wife and I and our contractor spent many hours completing the underlayment tear out that rainbow restoration failed to complete. They may seem nice upon the initial visit buy I was sincerely disappointed with the service and the insulting responses I received to my concerns with the work they completed. This was the worst experience from our water damage issue by far.
