United Water Restoration Group of Beaverton

Our experience with UWRG was a mixed bag. They were referred by a plumber because we had water leaking beneath our toilet. The inspector, Javier, came the same day we reached out and took samples for asbestos and was helpful in answering questions as well as recommending we start a claim with insurance. Good so far.

The drying process took more than a week and they informed us of all the areas that were affected by water. The initial quote given to insurance turned out to be short, about 2k, so it took a bit longer to get things started, but understandable.

Once their GC Alex took over the project, things started to spiral a bit. First, there wasn't really a plan, schedule, or time frame given to us, so we had no idea what to expect or how long this process would take. I'm not sure Alex was completely to blame for our confusion because our insurance adjuster from Pemco was very hands off about guiding us through the whole process and we were extremely unimpressed with him in the end.

We had heard certain expected communications weren't happening between United and our adjustor, so we were compelled to get involved, which led to us trying to nitpick their every step, even though I/we had no idea what was supposed to happen. Since nobody informed us of the whole process up front, it quickly became a frustrating mess. We realized we had to bow out and let them do their work/communication.

This new approach didn't go over totally well though because the workers that Alex sent to our place often had no idea of the work they were supposed to be doing and were asking my wife who was busy taking care of our kid, and I was at work. One guy turns out was at the wrong jobsite, another guy my wife claimed smelt like alcohol but they denied that...that's neither here nor there. There were about 4 different times workers came out asking us what they're supposed to be doing. Why is it our job to tell you what needs to happen? Do what you need to do! Alex and I had to have a serious discussion about communication and worked it out, but it was still frustrating.

There was great confusion with the billing process as well. Apparently the initial restoration is paid directly through insurance, but the repairs are paid by the homeowner...would have been nice to know up front and layman's terms, not insurance jargon. Again, probably my adjustor's fault, but I know UWRG deals with this as well, so I blame all parties involved for not being clear up front.

UWRG realized that un-quality events were happening, so decided to handle our case with care (you don't always do that?!). I received a phone call from their QC guy, Jake, who helped to assuage some concerns and provided helpful explanations (in clear English!!!) that helped to manage some of my own expectations. I just wish I would have received his words up front and not after I'd dealt with numerous headaches already, but I was glad he reached out. It showed that they care, but also that they also have some areas of improvement to work on.

The project was nearing completion, so we were finally able to move back in, thankfully. The last part was to fix the insulation under the floor. The guy Alex sent out, again, asked my wife what he's supposed to be doing (at this point I expected nothing less) and we just said what had learned to say, "Do what you gotta do!" ..........well he did the insulation wrong and didn't even affix it to the floor. At this point, I had been in the crawl so many times to inspect their work that I almost just threw in the towel, but decided to take pics again and inform Alex. Thankfully he sent the guy out again within a few days and the work was done correctly. With it wrapped up and done, my wife texted me she was pleased, that earns UWRG another star here since I was only going to give them 2. And again, a lot of my frustration can probably go to our adjuster.

In all, again, a mixed bag, but I believe they did what they could. I am fed up and will never use them again, but do believe if they fix some internal issues on their end they'll be good for other customers. Andrea was very helpful answering questions over email, Alex was very responsive over texting, Javier was caring in explaining the hotel situation and working with insurance, Jake's call was much appreciated, and others were overall good. In the end our bathroom looks great and is fixed, so the job is aesthetically well done, but the process was awful and the communication left a lot to be desired both from United and Pemco.

Their customer service is absolutly terrible, and I feel that Javier, the manager or owner, ripped me off of a significant amount of money. I was charged for three sets of protective gear, although only one of the workers seemed to be wearing one, and the hourly rate for three workers was $162/hour for three workers. They padded the number of hours that they spent on the job, and despite the $162 hourly rate, I was charged an additional fee of $420 for the removal of the water. It was only a few inches of rainwater, and they used a shop vac to clean it up. Additional, they put a dehumidifier in the space, and said they would take it out in 2 days. They never came to pick it up despite numerous calls by me to pick it up, and then charged me for 8 days of using it at $105/day. This is a crooked organization. I wouldn't even give them 1 star. They deserve a 0 star.

From Family Worship Center Church: On Christmas Eve in the Gresham, Oregon area we had 16 Degree Temperature's. Due to the low temperature's and wind a main water line froze and burst on our second floor. No one came in till hours latter, flooding was every where. A call was made and Jake was there within the hour from United WRG. Soon there people and extraction equipment and blowers were moving thru room after room. The city of Gresham estimated some 14,000 gallons poured into our building. Jake & Abraham kept us informed about every step of the dry out process. Ceilings had caved in, wallboard removed and inner structure had to be dried out. I was amazed at all the people and equipment working into the night on Christmas Eve.
To us Jake and Abraham were the face of UWRG. their People and equipment got us out of a very wet time.
Pastor Dan Hatton Gresham FWC.

Our first contact with their rep started out positive, and they sent a crew out to start the remediation of the water damage that happened in my parents home (they are in their 80's).
For a few days the rep would come and check on the fans and use a moisture meter to check the beams in the floor as they dried out.
But after about a week, it turned very bad for my folks. They were completely ghosted by this company for weeks. The rep quit responding to calls, texts, emails, with no explanation. We had an agreement with them to come in and put the bathroom back together, which would (and did) turn into about a 12-15k job, we are completely mystified why they just disappeared without cause.
They had zero consideration or sympathy for a old couple and having the master bathroom entire floor removed in the dead of winter.
From our experience I would never use or recommend this company. We had a family member drive to their office in Hillsboro and was treated poorly by the staff there.
We hired another a commercial contractor to come in and fix everything.
It's very strange that when they finally started communicating, via email, is when they wanted to be paid for the little bit of work they did. And the bill was outrageous. We just paid it to get them out of our lives.

The service I received needed to be better. I wish I had known about the poor service and customer service. I would stay clear about doing business with them.

Our upstairs shower leaked into our dining area. They are great folks. Professional and careful about keeping their work area clean.

Jake came out here today to inspect possible water damage on the interior ceiling. He was so friendly and provided a thorough inspection. I really appreciated his recommendation.

Highly communicative with homeowners and contractors. One of the few restoration companies around with extremely high morals and standards!

United Water Restoration Group were able to come to my house quickly to assess for water damage, and helped me schedule drywall repair service in time for the closing on my house. Alex was responsive and helpful. I will definitely call United Water Restoration again.

Many thanks to the team at UWRG! Thank you Jake for your excellent customer service- and Alex for your professionalism, great communication, and time in the repair project. We also appreciate you Andrea for being organized and doing all the behind the scenes work! I'm particularly impressed with the completed work because our building has very old wallpaper that would be impossible to find, and they did very minimal cutting so they could save the wallpaper- and it looks great! Very precise! Thank you all!