Complaints

This profile includes complaints for Entrusted's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Entrusted

  945 W 15th St Riviera Beach, FL 33404-6719

  
• 

  Entrusted Restoration, LLC

  10491 Fussel Rd Conroe, TX 77385

• 

  Entrusted Restoration, LLC

  10491 Fussel Road Conroe, TX 77385

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:12/04/2024

  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.

  On Oct. 22, 2024, I called **** ***** about a water leak in the ceiling of my master bathroom. They came out and found the leak, gave me an estimate of the cost to repair. The estimate was to high so I declined the service. They also informed me of the wet condition in my attic that could lead to mold and mildew. They called Entrusted **************** to come out immediately. Their assessment was to cut out the ceiling where leak was, spray for mold and mildew, set up fans/dehumidifier, remove wet insulation and sheetrock and help me file a claim with my insurance. He had me to sign on a tablet at 6:00pm, Performance Authorization - Emergency Services, Reconstruction and Chemical application, dated 10/22/24, all of which I did not have time to read each document. Two days later I received an email with copies of the documents. It was stated that if I did not allow them to do the work, I would have to pay them $1600. This was being exploited at this point. I am a senior and a widow. I would like for them to do the work minus the wallpaper labor charge because there is nothing to be done to it. They also want to mask the bathroom to do the sheetrock installation, tape and float, remove all mask and covers and then redo the mask and covers for the painting. These are the 2 items I want removed from the scope of work. I asked my insurance company to talk with them on these issues. They refuse to remove them from the scope of work. I do not want to be forced to pay for something that is totally unnecessary and unwanted. I did not like the way they came the same night I called the plumber and rushed me through the process, signing documents and unwilling to negotiate the scope of work to be able to move forward. My hope is that they will not take advantage of other customers this way. My insurance has paid $2187.38 for emergency and pre-construction. My charge is $1963.67. I want $578.24 removed ending with total $1367.25 due.

  Customer Answer

  Date: 12/09/2024

  At this point, I want Entrusted to walk away with having done the emergency service and mitigation to by bathroom and having been paid by my insurance company. I do not trust that they will complete the rebuild in a timely manner and do quality work. My insurance company talked with them and offered them 3 options to consider.

  . 1. Remove the 2-line items in the Scope of Work (# 2 and #8) with the cost removed. Wall paper labor (wallpaper was never damaged) and to many mask and tape and removal. Could have masked and taped once. Advised they I did not need to use the bathroom during rebuild process,

  2. Customer agreed to pay a flat fee to complete the project (rebuild - $1600.00)

  3. Walk away from the contract allowing the customer to find another company to complete the job.

  Entrusted turned down all 3 options as was reported to me by my insurance company. We tried to find a solution prior to filing this complaint. 

   

  

  Business Response

  Date: 12/17/2024

  Dear ******** ******,
  
  Thank you for reaching out to us regarding your recent experience. We truly value your feedback and are committed to resolving this matter to your satisfaction.
  We want to assure you that we are actively working to address your concerns. A member of our team will be reaching out to you today to discuss available options. Our goal is to ensure you feel supported and confident in the outcome.
  If you decide to move on from Entrusted, please know that we are happy to accommodate this without any service fees, should that be your preference.
  Thank you again for bringing this to our attention. We appreciate the opportunity to make things right and are here to assist in any way we can.
  

  Sincerely,
  
  Entrusted

  Customer Answer

  Date: 12/17/2024

  After receiving a voice message stating I couldn't get another contractor with no cancelation fees from Entrusted, I have chosen to do that. I am satisfied with resolution of this complaint. 

   

  ******** Thomas 

  Customer Answer

  Date: 12/17/2024

   
  Better Business Bureau:
  
  After receiving a voice message stating I couldn't get another contractor with no cancelation fees from Entrusted, I have chosen to do that. I am satisfied with resolution of this complaint.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:11/12/2024

  Type:Sales and Advertising 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.

  Entrusted was the contractor suggested by my insurance provider to restore my property following water damage. While the work was being done by Entrusted, my insurer had financial issues and went out of business. At this point Entrusted vacated the worksite and advised me that they could not complete the work at that time until there was some clarity on what was happening with the insurance company. For months, Entrusted was not responsive. I proceeded to hire another contractor to complete the work. Entrusted had been in communication approximately one year later asking if the insurers insurer (State entity) would have sent the balance owing. I advised that when I would receive the balance, I would deduct the amount that I paid to complete the work and send them the balance. Their manager acknowledged that this was fair. I have not heard anything from the insurer. Fast track to approximately September 2024, I received a collection letter (from a collection company). I immediately emailed all people who I had worked with to request a call to resolve. My emails were ignored. I received a second letter, again I emailed everyone and again was ignored. Finally, last week the collection company called me and I explained my dispute for partial payment. They not only were trying to collect the full amount of the invoice, but also approximately $10,000 in collection fees. When I made what I believe to be the fair offer, they proceeded to register the collection on my credit report. I am 53 years old and have never been on collection. this does not happen if you pay your bills as I always do. The company did not bother to call and reach a fair resolution and are falsely saying that they completed the work.I am always available for an amicable resolution that would consider my costs to finish the work; of course no collection fees; and that the collection is removed from my record.

  

  Business Response

  Date: 11/20/2024

  Thank you for the opportunity to address these concerns. We apologize for any frustrations in this matter and hope to come to an amicable solution. 
  
  
  From our records, Entrusted signed a contract with the client in the amount of $27,592.61. After a large portion of the work had been completed, as a business, Entrusted had to cease work due to not being paid the amount we were owed at that time and due to the fact that the client's insurance company became insolvent. We have attempted to collect the remaining balance owed from the client for the work that was completed in the amount of $15,858.62. One of our Territory Managers had contacted the client in 2023 where the client had advised that a very small portion of the work was remaining to be completed by Entrusted but the client was not willing to have Entrusted back out to confirm the work left to be completed or provide us with details of what was remaining. 
  
  
  After this time, we continued to attempt following up with the client and sent an email in December of 2023 to inquire as to what they could afford to pay of the balance and see if we could come to an amicable agreement. We had allowed ample time to pass waiting for **** to make any remaining payments but were not able to wait any longer. We were seeking to be reasonable and fair considering the situation with the client's insurance company becoming insolvent and due to the length of time that had passed. Additional time had passed without coming to an agreement and Entrusted made several other attempts to contact the client without any success. In July of 2024, we reached out to the client one more time and advised we would have to send the client to collections if we did not hear back from him. We gave the client ample time and did not hear back, so subsequently we had to send the file to collections. 
  
  
  Once a file has been submitted to collections, all forms of communication with the client are supposed to go through the collections company, hence why the client did not receive any direct communication through Entrusted. However, it would be our desire to reach an amicable agreement, so if the client is willing to have a phone conversation or in person meeting with one of our managers, we would love to come to a fair and reasonable resolution to this matter. 
  
  Sincerely,
  
  Entrusted

  Customer Answer

  Date: 11/21/2024

  The efforts that the business had made were just phone messages. The only times I spoke to anyone was during the period where we were waiting on the **** payment where myself and their manager agreed that we would deduct an amount for what I had to complete in the work. 
  not one email or text was ever sent over last 6 months or maybe as far as a year where I can easily respond. Communication only by calls from unknown numbers are usually spam solicitations. There could have made email communications which is how we connected in the past. 
  if someone would reach out to me by text or email. Im sure we can resolve. Ive always been reasonable and there is no reason why I wouldnt be in this circumstance. 
  Please advise who I should connect with or who will be connecting with me to see if we can resolve quickly and amicably. 
  
  

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22546267
  
  
  The efforts that the business had made were just phone messages. The only times I spoke to anyone was during the period where we were waiting on the **** payment where myself and their manager agreed that we would deduct an amount for what I had to complete in the work. 
  not one email or text was ever sent over last 6 months or maybe as far as a year where I can easily respond. Communication only by calls from unknown numbers are usually spam solicitations. There could have made email communications which is how we connected in the past. 
  if someone would reach out to me by text or email. Im sure we can resolve. Ive always been reasonable and there is no reason why I wouldnt be in this circumstance. 
  Please advise who I should connect with or who will be connecting with me to see if we can resolve quickly and amicably.
  
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 12/04/2024

  Good afternoon, 
  
  
  One of our company's managers will be reaching out to you via email & text within 3 business days to set up a time for you to further discuss how to come to a final and amicable resolution. We apologize for the back and forth in communication but look forward to working with you on coming to a resolution. 
  
  
  Sincerely, 
  
  Entrusted

  Customer Answer

  Date: 12/11/2024

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

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Please see uploaded document. It explains how an intermediary:1) Misdiagnosed the source of water damage to my home 2) took money from my insurance carrier under fraudulent circumstances 3) Abandoned me.

  

  Business Response

  Date: 10/09/2024

  Good Afternoon ****,
  
  Thank you for bringing this matter to our attention. We will be reaching out shortly to discuss potential solutions and ensure we provide the highest level of service. We would like to serve you well and get this resolved as quickly as possible.

  Best regards,
  
  Entrusted
  
  

• Initial Complaint

  Date:10/04/2024

  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.

  During Hurricane *****, I experienced major leaking. I searched for leak repair companies on ****** and ended up with Entrusted coming to my house to do an estimate. They told me they would mitigate the water damage and put me in contact with a roofing company to solve the leaking problem. Then, they pretty much went cold turkey on me. I kept reaching out to ******, my contact, and getting no response. I even called the company and they said that ****** would be reaching out. Finally, as I kept experience more water during rains, I found another company to fix the leak and they replaced the drywall. So, since I had paid Entrusted before they completed the work, I filed a dispute. Entrusted refuses to reimburse me for work they never did. I feel like I was taken advantage of because I was a single, woman homeowner. They knew that my roof should be repaired before water mitigation services and instead of telling me to contact them after that step, they pressured me into signing a contract with them to provide services that would not fix the root cause of the problem.

  

  Business Response

  Date: 10/04/2024

  Hello ********,
  
  We sincerely apologize for the inconvenience and frustration you experienced during your time working with us. After reviewing your case, we recognize that we did not handle the situation properly and should have communicated more effectively. We understand the importance of addressing the root cause of the problem first and regret that we did not provide the right guidance at the time.
  As a result, we will be issuing you a refund for the amount requested. Our goal is to ensure our clients are satisfied and feel supported, and we take full responsibility for not meeting that standard in this instance.
  Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.
  
  Best regards,
  
  Entrusted

  Customer Answer

  Date: 10/07/2024

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

• Initial Complaint

  Date:08/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 some water damage on my property, I contacted entrusted to perform the clean up. They assured me that this was a claim that my insurance would certainly pay for, all I had to do was authorize them to bill my insurance company directly. I took them at there words because they told me that they have been doing this for a while, at no time did they inform me if the insurance didnt pay I would be liable for the payment. The insurance rejected the claim and I received a 4000 dollars bill, had I known ahead of time that I would liable for a 4000 dollars bill, I would have shopped around for a cheaper price. Regardless of our prior agreement I decided to pay what I could at the moment because I wasnt trying to not pay for a service that they did perform. I started paying them 100 dollars every month, they did not agree because they wanted a lump sum of money, which I didnt have and still dont have. They sold the debt to a collection company while I was in the process of paying off the debt. Now I have a collection account on my credit report. I would like this to be resolved by me resuming my monthly payments to entrusted and the collection account be removed from my credit report.

  

  Business Response

  Date: 09/04/2024

  Prior to commencement of the project, the customer signed a mitigation roadmap stating Ultimately, the customer is responsible to pay for ********************** services. Also, customer signed the performance authorization stating, I agree that any portion of work, deductible(s), betterment, depreciation, or additional work requested by me, or otherwise not covered by insurance, is ultimately my responsibility.  Once the claim was denied by the insurance company, Entrusted also recommended customer apply for financing options with Sunlight Financial.
  
  
  
  

  Customer Answer

  Date: 09/04/2024

  It is my understanding that Entrusted would like for me to get a loan to pay for the balance, but I am financially unable to pay for a loan at this time, a loan would put me in financial hardship. I am only able to pay one hundred dollars a month at this time. I would like to resume the payment until Im able to increase the monthly payment. That is the resolution Im seeking.

   

  best regards,

  ***** Viltus 

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22191138
  

  It is my understanding that Entrusted would like for me to get a loan to pay for the balance, but I am financially unable to pay for a loan at this time, a loan would put me in financial hardship. I am only able to pay one hundred dollars a month at this time. I would like to resume the payment until Im able to increase the monthly payment. That is the resolution Im seeking.

   

  best regards,

  ***********************
  

  
  

• Initial Complaint

  Date:08/15/2024

  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.

  02.21.2024 Business is committed to help with different types of repair work, involving water, mold, etc. Nature of dispute: Their contract. Not telling customers that their visit is unauthorized. Problem #1 - The contract is worded in a way so that ENTRUSTED is benefiting, more so than the customer. Problem # 2 - The day that I met an ENTRUSTED worker was the same day that I understood that their visit to my house was an unauthorized visit. It also was not known by the insurance company.

  

  Business Response

  Date: 09/04/2024

  Entrusted will need more information from ***************************** about this issue. Thank you.

  

  Business Response

  Date: 09/06/2024

  Entrusted would love to address any concerns the customer may have. Unfortunately, we have not been able to find any information on ***************************** in our system. With any further concerns, ******* can call our office number at **************.

  Customer Answer

  Date: 09/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the tone of the message and response time is satisfactory.

   

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/10/2024

  Type:Order Issues
  Status:

  AnsweredMore 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 an upstairs water leak and they came out to resolve it. I agreed to their $25,118 contract to do the work. They did the work, average quality at best, some poor, I paid in full and then months later they contacted me to say they had arranged for another $13,024 to be paid by the insurance company. They of course did not involve me with that agreement but wanted me to pay since they said the insurance company pays me to pay them. I fought for months to get the insurance company to pay for my portion and had since canceled that insurance company and sold the house. I told them it was not my problem. No contract, no agreement, and I wasn't going to go after the insurance company for their money since I had severed my relationship and canceled them. So, they sent me to collections and now I have to fight that. Terrible company!!!

  

  Business Response

  Date: 06/20/2024

  Entrusted was contracted to complete two different services in the home.  The first service being water mitigation ********** Services) and the second being General Contracting.  Once the water mitigation was completed, Entrusted sent an invoice to the insurance company for payment.  It is standard industry practice for the insurance company at a later date to send the water mitigation check to the customer/homeowner and then the customer/homeowner facilitates payment to ********************** as the contractor, for the initial services that were performed in the home ********** Services/Mitigation)
  
  For the General Contracting, a contract was signed for $25,118.63, which was paid for in three installments.  This portion of the project was completed and paid for in full.  A "Certificate of Satisfaction" was signed by the customer after a final walk through with an Entrusted team member.
  
  ************* company sent the customer the $13,024 check that was due, for the first service performed in the home (******************** Services).  During the communication between the customer/homeowner and the ********************** team member, the insurance carrier confirmed the customer/homeowner received the funds.  ************* carrier also communicated with the customer/homeowner via email and phone call that the $13,024 was sent to them for payment of the ******************** Services rendered on the property.  The customer has refused to pay for the open balance for the first service (******************** Services), therefore leading Entrusted to send the customer to collections.
  
  ********************** has attempted to find closure for this project with the customer/homeowner prior to this time, and is still more than willing to seek closure with the customer/homeowner.

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21831116
  
  I am rejecting this response because: As mentioned before, I was never involved with the $13K agreement made with the insurance company. I was never paid any moneys that the insurance company directed me to forward to them. The moneys paid to me from the insurance company only covered my losses. So I closed the account and the communication with the insurance company once I was paid. Entrusted only notified me about the $13K months afterwards when I had no leverage to go after the insurance company. This is all on them and if they made an agreement with the insurance company that was going to involve me they should have made me aware of it prior to my agreeing to use them. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  We got Entrusted's name from our ************* We hired them for mold remediation & rebuild of our ****************** due to a shower leak. Our Project Manager told us we needed to choose someone to address all of the plumbing that wasn't being covered under the insurance claim. He recommended we use the same plumber they were using for their scope of work. We were told in writing from our Project Manager that he did good work & was licensed & insured so we decided to use him. We had a very stressful, experience with Entrusted, who was careless with protecting our property, & the plumber did not seem to know what he was doing. We had broken pipes, damaged fixtures, & missing parts. We couldn't wait for the project to be over. When we were finally able to use our shower again, within a few days we found our bedroom flooded AGAIN! It came from a valve in the shower the plumber neglected to tighten. When he came to stop the leak, I asked him when he would be back to make the repairs. He stated the leak wasn't his fault, & the valve he installed, (which was brand new), must have been defective. He then left out the bathroom door into the backyard when I went inside for a minute. Our Entrusted Project Manager who told us he would have someone out to dry out the room again, now said his manager changed his mind, and they would not be taking care of the new leak. His excuse at first was, that the plumber told him the part must have been defective. Then he said the divertor that caused the leak was only in their contract to uninstall then reinstall, not replace. They tried to find every excuse possible to not help us. We also found out that the plumber, in fact, was not licensed or insured! He borrowed a license from a friend in order to pull the permits. We now are back where we started with mold on our baseboards, flooring, drywall, & a shower that does not work. We totally regret using this company. We were lied to, deceived & left with a big mess.

  

  Business Response

  Date: 09/07/2023

  We appreciate your review, and are aware you are currently in contact with an Entrusted team member in order to find a solution. Please let us know how we can best serve you as our valued customer in the meantime. Thanks again.

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20519327
  
  I am rejecting this response because: Entrusted is still not taking any responsibility for the damage that was done by their plumber.  Although they do admit they should not have told me he was licensed when he wasn't, they will not repair any damage the plumber created. I should not have to pay to have the damage fixed.  I would not have hired their plumber if I knew he was inexperienced and unlicensed.  

  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20519327
  
  I am rejecting this response because: nothing has been done to resolve this issue. Entrusted continues to deny responsibility. I was told there is absolutely nothing they will do for us regarding the leak that was caused by their plumber. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/02/2024

  Hi again,

  We are more than willing to connect with you via phone to resolve this issue. It is our desire to serve you as our client and for you to be satisfied with your experience. When you find a time that works for you, please give us a call at ************** in order to be paired with a trusted team member who could further assist you. Thank you!

• Initial Complaint

  Date:07/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  After a disastrous plumbing leak ************ was supposed to have left the dehumidifier for three days but they tried picking it up under 24 hours. The walls were not dry. When they tried picking it up I had no notice and I was not home so they left it 5 days over a long weekend and tried collecting double the amount for extra time. My home insurance payed them but they were still trying to collect from me too. They are a scam! Take this off my credit report

  

  Business Response

  Date: 02/02/2024

  ***********************,

  We appreciate your feedback. Please allow us to seek a solution with you via phone with a trust team member to discuss your concerns. When you find the time is right, please contact us at ************** as we desire to serve you and create a more satisfying experience for you as our customer.  

• Initial Complaint

  Date:06/29/2023

  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.

  Entrusted came into my home to give me a free estimate for a dry wall repair after some leak in my home. They with out my permission cut a pice of my carpet out and made me sign documents on an tablet refusing to give me a copy saying it will be emailed to me. When I stated that I did not feel comfortable signing the documents technician would not leave my home. I asked them to stop giving me an estimate and to take all their equipment out only ours after they had began the process as they were doing more than an inspection with out my consent to my property. Weeks later they sent me a bill for ***** for services they did not provide. Every time I call to speak to someone the receptionist tells me that they are busy and they schedule me for a call but never actually call me to answer my questions. They lied to me about the free estimate, destroyed my carpet and refused to leave my home which is all very disturbing. I will make sure to fight this unjust bill and I will leave reviews everywhere I can to help others from experiencing this awful and unethical company. I need someone from their office to contact me and correct this bill as it is not justified nor were any services provided to amount to ***** dollars.

  

  Business Response

  Date: 07/31/2024

  We recently tried to reach you via a phone call but was unable to and therefore left a message with you. From our previous conversation we came to a solution and did not charge for the misunderstanding that happened between our company and yourself. Your kind ****** review reflects your feelings toward our company after dealing with a manager stating that we have excellent customer service and all issues are resolved.

  Customer Answer

  Date: 07/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Marertu Fetene