Restoration XP - Plano, Texas

Art Leon

As if having a fire and being displaced with two teenagers is t hard enough….

Our house fire was primarily upstairs and impacted our bedroom. Other parts of the house were impacted by smoke damage.

XP was chosen as a “one stop shop” to help clean our contents and repair our home.

Here we are 2.5 weeks away from the one year anniversary of our fire and we are STILL not in our home.

My wife and I have had to help coordinate with the contractor and subcontractors to get what very little work done throughout the year. I would say we had close to 0 interaction from XP and XP leadership. My wife and I have not been given any time of day to help get things done. In fact, it is now on us to get electricity to our home to contractors can do work. We had a temp electric pole set up in our front yard but no one installed a meter. So now here we are having to once again do the leg work for XP.

Contractors have urinated in our toilets THAT DO NOT FLUSH (wife has pictures for anyone who wants to see).

Also, since there was no oversight from XP it is up to us to comb through everything with a fine tooth comb to ensure we get work done. No one has looked at the scope of work and went line by line to ensure the contractor fulfills these obligations. XP was hired to help guide us through this. Why would anyone pay a service like XP if they had to do this leg work? It make absolutely no sense.

Contents. I should not have used them for contents. Not only are we dealing with the house, the contents team at XP is not helping us with our belongings. Rather than find solutions to ensure we get our items back and submit for salvage, I am having to hear about “your insurance.” Again, why would I hire a service to help us find solutions when my wife and I are now having to coordinate all of this? Anyone can give reasons and excuses, but a solid organization will find solutions. As a homeowner in my situation the last thing I want to hear from my service provider is for them to complain/vent to me about my insurance. I am now having to try and coordinate a call/meeting between both parties to find a solution so I get my property back or compensated for.

It looks like most other reviews are positive and I am happy for those people.

Unfortunately for us, we have had a nightmare of an experience.

I would use caution when making a decision on using XP or not.

Mary Michaels

I have had a difficult experience with a flooded home recently. However, the people at Restoration XP came to the rescue. The packing and storing of all the household items was done so professionally that I was beyond impressed. Though I do not wish this experience on anyone else, but it will happen. Be assured that this company is wonderful and the people are the best!
Thank you Anthony, Carlee, Nicole and Rosie.

tsukinousagi100

They came in May 24, 2023 when we had a fire and lost our home. They started off positive. Told us 6 to 9 months and our home would be rebuilt and we could move back in. They would make appointments and miss them. They did not complete the house within the 6 to 9 month period, in fact, its been 17 months and our house is still not done to where we can live in it. We are not happy as they want more money but they have not completed the work in a timely manner. Our positive feeling about this company is now negative and we will not recommend them to anyone.

Shannon

I waited almost a year to give my review to this company. I'll start with the positives. They did an excellent job clearing out my home and boxing my items that were salvaged from the house fire. Everything was properly cleaned and carefully packaged. Now, here are the Negatives, and I do hope they can learn from these and do better. Can you say Ambulance Chasers? Meaning, though I appreciate the gentleman coming by to see if his company could help, it was too much. There wasn't any time given to me or my family to actually process what had happened. I understand things need to move fast because of water damage and getting things out of the house before mold kicks in, but good grief let a potential customer have some time to process and be empathetic. Thankfully, we had insurance to help with the restoration, but unfortunately, we never received an upfront estimate of how EXPENSIVE the services were going to be. Just because insurance is there to cover the cost, it doesn't mean the customers should be left in the dark on the expense. We were originally going to go with this company on rebuilding our home from the studs up but eventually had to fire them because they weren't doing what they said they would as far as the build goes. We were having to wait on a so-called project manager who never did anything. We requested that the power and water be installed so we could hook up an RV and live on site to watch reconstruction. We had to find someone to hook up the water, and we had to nag them to hook up the power. We gave them a month to get the ball rolling, and unfortunately for them, they dropped it. Hopefully, they are doing better now.

Rebecca

No one wants to have a house fire, and certainly not one after finishing a divorce. While at my lowest point last year, Brandon was there to save the day. From the first moment he introduced himself, he dedicated his time and energy to assuring me that everything would be restored better than I had beforehand. He walked my house and explained why everything looked the way it did and what he was going to do to fix it so that I would not be able to tell that the fire ever happened. He warned me it would be a long process, and, at some point, I would be frustrated and fed up with the entire project. He was not wrong.
Let me be clear. I was never frustrated with him, XP, or the subcontractor working on the house; it was the delays caused by the city and insurance company. Throughout the whole process, Brandon was there. He was true to his word and kept me apprised of everything that was happening behind the scenes of the remodel. Even on vacation, he called to provide me with updates and touch base to see if I had any concerns, complaints, or praise (or needed to have a meltdown).
When decision-making became overwhelming, Brandon's guidance based on his experience was invaluable. His suggestions were spot-on, and I'm grateful I followed his advice. The end result is a house that is not just restored, but transformed into a stunning home. I truly believe I wouldn't have made it through this process without Brandon's support and expertise.

DAN DeSANDRE

The contents people are excellent!! They deserve a 5! The structure side deserve a -5 buy can not show that here! They lie to you from day one ! Never completed any parts of the repair process! Had a fire 7/23 had to fire them 3/24 ! They only 1/2 way put up sheetrock in the 9 months they were on the job. It took them 5 months to get a detailed bill showing how my money was spent ! They couldn't even pull permits in this time frame . The agreed estimate that we were going with was from the insurance carrier. When it came down to their 3rd attempt at a final bill they came up with close to 70% of the price of the entire job when at best only 20% was completed. They do not use their own funds to get work done ! They will tell you yes but it is definitely a NO! If I kept them I would still ne out of my house after a year ! Their detailed bill shows stuff that was not done plus adding in items that was on their rejected ridiculous estimate! Basically with their bill vs the scope of work they owe me $12k !! They stopped work several times due to mortgage Co holding on to funds till certain % of completion has been reached .in my case at best they got to 20% but dollar wise they claim 70%! They have been holding my furniture hostage wanting these ridiculous bill paid when they have not done the work ! They will take your dollar for repairs and pay a sub 50-60 cents to get it done ! They are not honest and darn sure does not any integrity from the COO Jamie D. On down! Their own muck team will steal the stupidest stuff and they claim they didn't when you can prove by their pictures it was there and they were the only ones in the house ! Very bad choice with these guys ! You would be better off without them and learn on the fly how this process works !!

Conrad Diaz

We had a house fire on July 2nd. Restoration AP came to the rescue and helped us with the clean up and boarding up immediately. The pack out crew came in last week and did a tremendous job labeling packing and sorting hundred of items from our house. The pick up crew did an excellent job wrapping our furniture abd hauling boxes out of my house. It was a smooth operation all together. I want to personally thank the following employees Carmen, Angela, Tania, Maria Cruz, Anthony, and Andres. Of course Karly and Rosie for their leadership. Thank you all for your efforts and dedication.

Love yall

Today October 31st 2024 Im happy to report the entire house was cleaned up and the walls were scrubbed by the following crew members

Angela
Ruth
Jendi
Angie and Maris Cruz

These ladies started washing cleaning and scrubbing all the walls hallways and closets of the entire house. They started on Monday and finished today. I sttoped by my empty house and it's never been so cleaned and smelling so good. I wanna express my thanks and gratitude to these ladies who worked so hard to make this happened. Please pass along the compliments to the whole group.

Thanks again

Holly Kelleher

Restoration XP is amazing. All I can say is wow. My mother had a house fire from a lightening storm and Restoration XP was the first on the scene. They were there when we needed them the most to help us navigate the confusing first steps and needs during a traumatic experience. Cheers to Ronny for all he did to help us in those first few days and weeks. Brandon the PM on the project was super knowledgeable, responsive, and brought a sense of fun when we needed it so much.

The Contents team is more than top notch. Carlee was so helpful, available, and attentive to all of our questions as the team went to pack. She was a joy to have the chance to work with from start to finish. Carmen and Angela packed and inventoried all of my mother’s belongings with such care- each box perfectly labeled and clear. They navigated through my not having a large enough storage space with grace and kindness by helping to find solutions to keep everything safe and secure.

Ok, now for the pack back….this amazing service I didn’t even realize they would include having not been through this before. They came early and were incredibly detailed and fast. What I want to say most is that my mom felt so taken care of in a way so often is overlooked these days. She called raving about their kindness and care with her as she navigated through bringing everything back into the house. Huge shout out to Priscilla, Sonia, Tania, Anthony, Andres & Tony for all they did to make my mom’s first moments in her new home feel special and manageable at the same time.

Finally Nichole on the finance side. It’s likely rare to say that I had a great time paying invoices because she was just so delightful to talk with. She’s amazing.

I highly recommend this talented group of people that work so well woven together to help families like mine. When everything is confusing and complicated they made it seamless and joyful. What a wonderful group of people who clearly care so much about what they do.