Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was rear-ended on 12/4/24. I called 911. I was asked if I needed police, fire, or EMS. I specifically stated "just police." Operator confirmed that police and EMS were coming. No fire. Seconds later, the at-fault party opens my door uninvited and says his car is smoking. I exited my vehicle at that point. I received a bill in the amount of $1340 on behalf of ***********. They admitted they're billing both parties the full amount for a single fire truck. As the victim, I do not feel I owe this amount. I specifically requested only police and the other party was the one who forced his way into the conversation and said his car was smoking. I should not be held financially responsible for his actions. They are threatening me with collections if not paid by 3/11 even though the at fault party's insurance said they are taking care of it. I have perfect credit, never missed a payment or been sent to collections. I will not have that ruined by someone else's negligence.I have an audio recording from my dashcam verifying everything I just stated. If this isn't dropped I'll be happy to play it in front of a judge should this situation be escalated. I also have photos showing there was also no debris cleanup or leaking fluids. They did nothing for me other than show up because the at fault party said his car was smoking.I have asked this company for a breakdown of the charges. They refused.I have asked them to wait for Geico (they've acknowledged Geico has told them they're handling it) to make their determination before escalating the situation. They've refused. They are asking for 58% of my monthly income. I can't afford that without missing other payments or going without food or medicine. This company is predatory, aggressive, and unreasonable.I'm also a member of the press, and I'll be happy to go public with this company and ***********'s predatory billing practices. I'm prepared to take any and all action necessary to protect my financial reputation.

  Business Response

  Date: 03/07/2025

  Fire Recovery USA, LLC is a billing service working on behalf of fire departments located throughout ******************  We currently serve approximately ***** departments in over 40 states.  

  One of our clients is Rural Metro Knoxville and they responded to the incident listed in this complaint.  They are a private fire department not supported by taxes, but rely on subscription payments and cost recovery billing to provide the financial support for the operation of their department.  ****************** is a resident of the service area covered by Rural ***************, she had the opportunity to pay a subscription fee and this response would have been at no additional charge to her.  If she is a non-resident she received services from the fire department at the cost of the subscribers who support the fire department.  

  As a billing service Fire Recovery does not set billing policies for our clients; therefore, we will inquire of Rural *************** to see how they would like to proceed with this invoice.  We will be in contact with Ms. ****************

• Initial Complaint

  Date:10/12/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Someone started a ******************* in ***********. It was arson and I was not responsible for it. The local fire department showed up and put out the fire. The fire was clearly started by a vagrant or criminal. Yet, this ridiculous company sends me a bill for $15k+ related to the fire departments work. Thats absurd! I wasnt responsible for the fire, and thus, Im not responsible for this nonsensical bill!! This company is a fraud and is threatening to send this bill to collections. They should find the criminal who started the fire and bill him/her! FIRE RECOVERY USA is a SCAM and a bunch of CRIMINALS!

  Business Response

  Date: 11/12/2024

  Fire Recovery USA, LLC is a billing service for fire departments across the **************  We currently represent and are under contract with over ***** agencies in over 40 states.  The City of *********** is one of our clients.  The City of *********** passed ordinance number ******* that provides their *************** with the ability to invoice the responsible party or owner of a property for the reasonable cost of the response made by their fire department.  Fire Recovery invoiced Mr. ****** in compliance with the ordinance and direction of the **************************************. Fire Recovery will continue to pursue the payment of the ************************************** invoice.  ************* has any further questions about his invoice he may contact Fire Recovery at ************ or call the *********** ***************.

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a garage fire in late February and the ************************* responded. They did work the fire and they were present for about an hour. It is my understanding that our ****************** yearly taxes pay for all fire services and gladly accept donations also. I received a bill from PA Fire Recovery Service for a significant amount of money. The details and services provided by the *************** were quite overestimated. The charges were huge. I declined to pay and notified my homeowner's insurance company. A letter from PA Fire Recovery Services today states my insurance company denied the claim for the fire department's services as charged by PA Fire Recovery Services and I am now responsible for a $500 "service fee". No details were provided for what this service fee entails. If I do not respond/pay within 30 days it will be sent to debt collectors according to the letter. I cannot determine if this is a legitimate collections agency or not. I was told by the insurance company this is a business started to put more money into fire department's hands and they then collect a portion/charge for their efforts to get payment. Investigating the company online, it appears they have numerous complaints about their efforts to get payment and are not certified by the BBB. Someone needs to look into this ******************* and protect consumers who are not aware these charges could occur. I have also reached out to the fire chief for explanation.

  Business Response

  Date: 08/21/2024

  *********** name is Fire Recovery USA, LLC.  *********** name is not PA Fire Recovery.  Therefore, this complaint does not apply to us.

• Initial Complaint

  Date:07/24/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  fire department responded to camper fire on property, i later got a bill for $813 i requested an itemized bill on several occasions before finally getting an email stating that they don't itemize. they then sent the bill to collections. their bill says you only have ten days to pay.in *****, prompt payment laws require 30 days to pay, after receipt of invoice!!! problem is an invoice is an itemized bill of services rendered. i took this to my county commissioner to find that fire recovery usa is supposed to bill insurance and not the property owner. this is currently being escalated to the county judge

  Business Response

  Date: 11/12/2024

  Fire Recovery USA, LLC is a billing service for fire departments across the Unites States and  we have been in business since 2008.  We currently represent approximately ***** departments in over 40 states.

  We have had numerous conversations with Mr. *********** He originally paid the invoice by credit card.  He then advised us he desired a refund because he was going to dispute the charge with his credit card company.  We understood the credit card company would comply with his request for a refund so we voluntarily agreed to refund his payment and proceeded to do so.  Unfortunately, Mr. **** submitted his dispute any way so he had our refund as well as the proceeds of his dispute.  He was nice enough to work with us and eventually we did receive our money.

  Mr. **** has been provided with our authority to bill based on the Ordinance adopted by the City of *********, ***** as a result of prior communications.

  We have told Mr. **** his account has been sent to a collection agency per the direction of the City of ********* and his account will remain there until paid in full.

  If he has further questions he can contact me at *********************************************************.

• Initial Complaint

  Date:05/20/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a letter from fire recovery USA billing department on behalf of the local fire department for services that they provided during a emergency. North shore fire department claim that I leaked hazardous materials on the road and it cost $500 because they had to use a 5 lb bag of solution to clean it up. When I reached out to them they told me it was more so because of the phone call I made to the emergency department which I did not make. How can you charge someone $500 for a phone call to an emergency department?. This fire department did not do anything to assist me or my family and I would like to see pictures of the damage I caused to the road from my leak. Someone really needs to address this and improper billing process that targets insurance companies and civilians.

  Business Response

  Date: 11/12/2024

  Fire Recovery USA, LLC is a billing service for fire departments across the Unites States and  we have been in business since 2008.  We currently represent approximately ***** departments in over 40 states.

  The *************************** in ********* is one of our clients.  

  On 3/17/24 Ms. ******* car apparently caught fire and required the response of the ****************************  The fire department laid down 5 pounds of dry sorb to counteract the impact of the incident.  According to *************** policy this response was invoiced at $500.00.  Per the notes in our files Ms. ******* has had several  conversations with our staff concerning her invoice and at one point she agreed to make payment plan payments on the invoice.  She failed to make those payments and, per *************** instructions, her account was referred to a collection agency.

  If Ms. ******* has any further questions she can reach me at *********************************************************.

• Initial Complaint

  Date:05/13/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/2/23 I was involved in a two car accident where I was taken to a hospital by ambulance. I received a bill from the towns *************** EMS for the ambulance bill that I paid.Now I received a bill for $546 for a scene assessment check from Fire Recovery USA LLC that claims they represent the same *************** EMS I already paid. I suspect this is a scam since the *************** billed me directly and would have billed me if there were any additional charges. I received a phone message that I would receive a final notice that sounded like it was from overseas. The caller ID number ************ does not show any affiliation with any company so I assume this could be a scam with a spoofed phone number. I was also told to call that number when I receive the final notice.

  Business Response

  Date: 11/12/2024

  Fire Recovery USA, LLC is a billing service for fire departments across the Unites States and  we have been in business since 2008.  We currently represent approximately ***** departments in over 40 states.

  One of our clients is the ******** *************** in *********  Fire Recovery provides billing services to the department in accordance with Ordinance Number 4528 (copy attached).

  On 11/2/23 Mr. ****** was involved in a two car motor vehicle accident that required the response of the ******** ***************.  Unfortunately, the severity of the accident resulted in the need to transport Mr. ****** by ambulance for further medical care.  Thus, Mr. ****** would received invoices for being transported by ambulance and for the fire department's response as provided in the Ordinance.  Therefore the invoice he received from Fire Recovery is not a "scam" but is a legitimate fire department charge.

  According to our records the invoice has been sent to a collection agency for collection.  ************* has any further questions he can contact me by phone at ************ or by email at *********************************************************.

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  01/14.2024 Recibi este bill de $1500 no se de donde, hasta donde se mi insurance pago todo. Llego en nombre de mi hija y **** no es la del seguro. Fuera de eso mi hija no tiene trabajo esta en cuidados de salud por depresion, y yo vivo de SS. Esto para nosotros es imposible de pagar.

  Business Response

  Date: 04/09/2024

  Fire Recovery USA is a billing service for fire departments representing over ***** departments across *****************.  In this instance, ******************************* was involved in a single vehicle accident on 1/14/24 that required the response of the  **************** ************************* (they are a full volunteer department that does not receive funding from any tax base).  The Township adopted an Ordinance (No. 2016-07-copy attached) which provides them with the legal authority to invoice for their services.  Fire Recovery sent an invoice to GEICO Insurance to cover the costs of the response, but our claim was denied as they stated the invoice was not covered by their policy.  In accordance with the standing instructions from the fire department, Fire Recovery sent the invoice (copy attached) to the responsible party.  If ****************** has any further questions, I suggest he contact the fire department (phone number ************.)

• Initial Complaint

  Date:03/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son, ***************** was involved in a car accident on 7/24/2023. We received attached notice advising ***** would be sent to collections for cleanup from the accident. After researching, we discovered the charges are not legitimate. No hazardous cleanup work was performed. Im requesting refund in full for payment we made in the amount of $487.00 which was processed on 12/26/23.

  Business Response

  Date: 11/12/2024

  Fire Recovery USA, LLC is a billing service for fire departments across the Unites States and  we have been in business since 2008.  We currently represent approximately ***** departments in over 40 states.

  This complaint is related to an incident involving the ******************* *************** in *****  They are a client of Fire Recovery and we provided billing services for them under Resolution #****-15 (copy attached).

  On 7/24/23 Granit Fox was involved in a two vehicle accident that required the response of the fire department.  The fire department narrative states: 

  "Units were dispatched for a 2 vehicle auto accident. Units arrived to find 2 vehicles in the lanes of travel on South 275. E105 closed down the highway and M95 treated the patient on scene. Highway was shut down in the southbound lanes until the crash was cleaned up. E105 remained on scene until PD opened one lane. E105 left the scene to respond to another detail."

  So services were rendered and the invoice is legitimate.  

  The invoice was paid and remains paid to this date.

  Customer Answer

  Date: 11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/14/2023 three cars were involved in a minor bump during stop & go traffic on Hwy 59, during afternoon rush hour. We all pulled off at the next exit, looked at our cars, observed no damages, and moved along with our afternoon commute.I stayed put because I had to answer a work call. 5 minutes later here comes the fire department looking for an accident (there was none - I was the only car present). We spent 20 minutes chatting - the guys oohing and awing about my highly customized jeep rubicon, asking questions about the winch, lift kit, tires, etc. Then it was handshakes all around, have a nice day, call me if you wanna sell the jeep, etc. It was a SOCIAL CALL. There was no accident to view, no scene to secure, nothing at all to warrant their even being present.Next up: I get a bill from Fire Recovery USA for the magic amount of $487 (you'll see that number in many other BBB complaints) for "securing the scene of an accident, clearing glass, and treating wounded", etc. NONE OF THAT HAPPENED. There was no scene to secure. No one to treat. I was the only person present, and it was a social conversation.I've received multiple Fire Recovery - all asking for my insurance information. I refused to provide policy info as NO services provided, their presence not requested, and this smacks of insurance fraud. I have alerted State Farm.Calls to ************************** reported it to the chief, etc. No one knows anything and can help. Somehow Fire Recovery got my phone number and started hassling me again for insurance information, which I refused to provide as I'd researched their BBB and can see this is clearly FRAUD.And, at last, now they've sent a collection agency after me for this fraudulent bill. In addition to alerting my insurer, and disputing this bill I will escalate to local authorities as needed to raise awareness of this false 'Fire Recovery' Agency.

  Business Response

  Date: 11/12/2024

  Fire Recovery USA, LLC is a billing service for fire departments across the Unites States and  we have been in business since 2008.  We currently represent approximately ***** departments in over 40 states.

  This particular complaint involves ************************* in ******  We provide billing services to them as provided in ***** law for emergency service districts. 

  In this instance, Ms. ****** was involved in a traffic incident on 6/5/23 and the fire department responded and provided services which they invoiced under Texas state law.  According to the notes in our files Ms. ****** talked with the ********* fire department and they told her she the invoice was valid and would not be waived.

  The invoice has been assigned to a collection agency per the direction of the fire department and will remain there until paid.

• Initial Complaint

  Date:12/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My issue is more of a question than a complaint. My issue is this: my gf and I had never called the fire department before and didnt know what it would cost us so of course we asked them before they left. We were told they dont charge people for there service's because theyre paid by the state and we would never receive a bill for their showing up. Thats straight from a firemens lips. Then about a week after fire recovery contacts us wanting $600 per vehicle, per hour. Now *** asked other ex fire fighters since then and every one of them has said the same thing. So heres my question: why hasnt this company been shut down and what legal loophole are they exploiting to make harassment of people who call 911 ok?

  Business Response

  Date: 11/12/2024

  Fire Recovery USA is a billing service for fire departments throughout ***************** and have been offering our services since 2008.  We are currently under contract with over ***** agencies in more than 40 states.  One of our fire departments under contract is the City of *****, ***********  The City of Hemet  has adopted Resolution No. 4381 (copy attached) which provides their fire department with the legal authority to invoice for certain emergency responses.

  Because the complaint doesn't provide many details it is difficult to determine which of our invoices is involved.  I don't know which fire department personnel they were talking with but they did not provide correct information about the policies of the ********************* (if it wasn't the Hemet fire department please provide the name of the fire department and I will amend this response).

  They should contact ***** ****** at ****************************** or ************ if they have any further questions about Hemet's fire department billing practices.