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:08/27/2023

  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.

  House flooded 2 months ago. 911 Restoration was hired to photograph, catalog, and clean our belongings. The project manager pitched me stating if insurance wouldn't cover it that we would not be held liable for payment. Told me a story of an older woman whose insurance coverage was so inadequate that they didn't even break even on the job because they wanted to help her. Our insurance didn't cover it, and they did end up expecting us to pay. Upon reminding him about his pitch, he said they would return all our belongings without charge. However, not all of our belongings were belonged. They disposed of an undisclosed amount of our things. We have now submitted a claim with the city for responsibility for the conditions that caused our home to flood, but we need documentation of all of our belongings. I've contacted 911 Restoration and been completely ignored. My goal is to get all of the documentation of our belongings, specifically photos, from 911 Restoration.

  Business Response

  Date: 09/05/2023

  Dear **********;********, 
  
  Thank you for taking the time to share your experience and concerns. We take customer satisfaction very seriously and want to ensure that if an issue arises we can reach a resolution as soon as possible. On June 20th, 2023 911 Restoration Inc. received a phone call for your emergency water damage and one of our Project Managers came to your residence to assist and access the damage. A service agreement was signed by you and our Project Manager on June 20th, 2023 with an estimate of $8,000.00 for the water damage costs to remove and clean all affected contents and provide storage for all unsalvageable and salvageable contents. This service includes documenting and photographing all the contents before being removed and placed into storage from the residence. This is a standard business practice to protect our employees and our clients. 
  From June 21st, 2023 through July 12th, 2023 all the contents that were affected were photographed, documented and removed from your residence. 
  On July 13th, 2023 911 Restoration Inc. was informed that your insurance carrier denied coverage as it was considered a flood loss. 
  On July 15th, 2023 our Project Manager wrote to you the following: 
  
  
  "As per our discussion, please see the attached invoice. I believe the credit card form has been sent via Docusign and the fee's have been waived. The contents are about 80% complete and we are waiting for your signature on the liability waiver so we can discard some of the items, disassemble/finish the cleaning of certain items and return the salvageable items to you. Based on your unique circumstances, we are offering you the opportunity to move forward without payment. Simply sign the liability waiver and let me know you do not want us to finish the job and we will return all items as is with no charge. Please let me know if you have any questions and we will be happy to assist. Thank you!"
  
  
  On July 17th, 2023 you signed the liability waiver which relinquishes any claims to recover damages, losses, or compensation against 911 Restoration Inc. This includes any and all services that we offer. On July 21st, 2023 all of your contents were back in your possession free of charge. 911 Restoration Inc. did not collect any payment for the work that was performed. 
  
  
  We have included the *************** ******* Agreement, Email Chain between you and the Project Manager and the Liability Waiver for your reference. 
  
  
  Please let us know if you have any other questions or concerns. 
  
  
  You may contact me directly for payment options.

  
  Thank you, 

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

  Branch Manager

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