ComplaintsforTruStar Restoration, LLC

• Initial Complaint

  02/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On February 07, 2023, we had a problem with a busted pipe. As per recommendation of our next-door neighbor, we contacted ********* Company to assess the damage. The next day, February 08, 2023, ****** ****** from ********* came to assess the damage and gave us the extent of the damage and the plan estimate. That same evening of February 08, 2023 at approximately 7:30 pm, someone came to our house and identified himself as *******, and told us that ********* had sent him to us to do the restoration work. He talked to us at length up to 10:30 pm. He was very aggressively pushing my wife and I to sign the contract. We were both hesitant to sign since there were several pages to read and did not have enough time to review what the contract content entails. ******* rushed and misled us stating that signing the contract would only allow them to start the work with us as soon as possible. My wife had concerns and asked *******, “what if the insurance will not pay”, he assured us that signing the contract is just for formality and that he was sure that the insurance will pay for everything. We were under duress of the water leak and it was late at night, we felt that ******* took advantage of the situation and mislead us by assuring that our insurance will cover for everything and in fact assured us that they will be responsible to deal with our insurance. The next day, February 09, 2023, ******* and a technician came back to our house and brought an instrument that measured the water damaged in the affected rooms which were the master bedroom and the adjacent room including one closet. We were informed that the damaged carpets and wood flooring need to be removed, dried, and emptied and packed all clothing and furnitures in the affected rooms. All boxed items were stored in the living room and study room, and 2 mattresses to the den for about 2 days without compromising our mobility in the house. We have enough spaces not affected by leak where those items were stored yet we were told by TruStar that all those items need to be moved to their warehouse. When our insurance adjustor came to our house, we notified him of what work TruStar had already done. Our insurance adjustor is not in agreement of what TruStar did and stated that TruStar should have waited for the insurance estimate and approval before they started the work. TrueStar failed to follow protocol guidelines of submitting an estimate, content of what they boxed the time frame of the work and the approval of the insurance. We also notified our insurance that TruStar gave us a work order with a picture of kitchen renovation which was not ours. Our kitchen was not affected by the leak yet it was included in the proposed TruStar claim. This is another fraudulent concern. My insurance refused to pay TruStar, the amount they were asking for because they sensed that the charges were over inflated and possibly fraudulent. My insurance also tried to reach a fair agreement with them, but TruStar constantly changed their pricing whenever the insurance spoke with them,TruStar did not offer clarity and was never able to reach an agreement since every time my insurance call them, there was no consistencies because each time, a different person answered the call. Since the fans and dehumidifiers were running 24/7, per insurance adjuster, standard of practice should have been a daily verification check of the damaged areas, TruStar failed to do these daily checks. Per my wife, TruStar only checked twice per week during the 2 weeks dying process. Due to multiple inconcistencies and disagreement, our insurance refused to pay TrueStar the amount they were asking for. As a result TruStar put the restoration work on hold and refused to give us a definite date of completion. Due to those inconveniences and continued delay of the restoration my wife called our insurance and asked for advice. Our insurance suggested another company that can do the work with us to complete the restoration. Prior to contracting the other company, my wife notified TruStar and spoke with ***** to inform him that since they cannot give us a definite date of completion, we will utilize the other company suggested by our insurance to do the work. ***** told my wife that it is OK, and it is our choice. The other company suggested by my insurance which is *** finally completed the restoration very timely and was paid $10,432.15 including our deductable of $4,222.00. We were very satisfied with their service and the outcome and the pricing was a lot lower than TruStar. Upon final completion by ***, my wife called and requested TruStar to return all boxed items and clothing from their warehouse. There were five people from TruStar that delivered and carried all the items into our house, which took approximately 2 hours. Since there was an issue with the insurance, my wife did not let them unpacked the boxes. The next day, TruStar sent us a Doc Sign for us to sign. We refused to sign because the documents stated there were 8 people with eight hours worked, contrary to the actual 5 people and only 2 hours worked, as observed by my wife and a friend who was present helping my wife. This is another fraudulent concern. Later TruStar acknowledged the mistakes and sent corrected documents but per our insurance advise, we did not to sign any TruStar documents because of so many inconsistencies, as advised if TruStar contact us again to refer them to our insurance. Since then, we constantly received frequent voice messages by phone from TruStar, but we did not answer any calls per our insurance advise, since they were already in contact with them to resolve the issues. Because of the multiple inconsistencies, we were very disappointed with TruStar. My wife then asked *********, why they sent and recommended TruStar for the restoration. ********* responded that they never recommended or contacted TruStar for the restoration of our home. We were informed that one of the ********* technicians gave our contact information to TruStar without their knowledge and a result ********* informed us that particular technician was no longer with them due to this incident. Since TruStar did not fully complete the restoration our insurance paid TruStar $4,768 for removing the damaged carpet and wood floor dehumidification of the affected areas, packing and storage of some our personal belongings. Our insurance told us that it was a fair payment for the work rendered by TruStar, since they did not fully complete the restoration work. In January 29, 2024, we received a letter from collecting agency (***** ********* and Associates Legal Firm), the letter was addressed to our insurance ***** ****/****** ****** asking for unpaid Bills of $ 38, 923.46 . We sent a copy of the letter to our insurance. We were later informed that our insurance has done everything possible to pay the warranted cost of what TruStar did . The problem they have had with TruStar is that their charges is overinflated and possibly freudulent. Everytime they have had an agreement, they constantly changed their pricing and who they talked to does not offer clarity and never able to reach an agreement. My insurance has paid what was owed as well as the fact that they are using pictures of other home to charge for the work that not was performed. As per our insurance, every experience that he had with TruStar was a nightmare as they seem to have very unprofessional business practices. We also checked consumer complaints with BBB website regarding TrueStar and we found a couple of complaints almost similar to our complaints. My wife and I felt the amount requested by the collecting agency is too much inflated and besides our insurance had already paid TruStar for the work rendered. We are both Senior citizen and do not have that kind of money that TruStar is trying to extort from us.

  

  Business response

  02/29/2024

  We understand the frustration caused by this prolonged billing issue, particularly when adjusters prove uncooperative, thus prolonging the already cumbersome insurance claims process. It's truly disheartening to witness the added pressure you're enduring, especially considering your initial hopes that insurance would alleviate the financial burden.
  

  Regarding our billing process, we adhered to a sequential approach: awaiting approval from your insurance adjuster to proceed with the claim, followed by your authorization for us to commence work. Subsequently, we meticulously followed industry best practices to deliver our services to the highest standards possible. Our billing reflects the agreed-upon contract prices. This is the standard procedure through which our bills are generated, which were then submitted to your insurance provider.
  

  Regrettably, complications have emerged due to your adjuster's reluctance to cover many of the procedures performed. Adding to the complexity, they've suggested that since you approved the work, you're now obligated to cover the costs out of pocket. This stance, we believe, is unjust, as the policy indeed covers our procedures; it's solely the adjuster's refusal to honor them that lies at the root of our current predicament.  However, should the insurance coverage fall short, we're fully prepared to extend a significant discount to all our customers to alleviate any financial strain.
  

  Please know that we're committed to assisting you through this challenging situation in any way possible. We're actively working to overcome these obstacles and expedite the resolution process.
  Your trust is of paramount importance to us, and we're steadfast in our commitment to support you every step of the way. We sincerely appreciate your understanding, and once again, we apologize for any inconvenience caused by this situation.

  Customer response

  03/04/2024

  ****** and ******** ******
  **** ******** *****
  *******, TX *****
  February 22, 2024
  
  Date:   3/04/2024
  
  Dispute Resolution Department
  Better Business Bureau®
  Dallas / Lubbock / Wichita Falls
  ***********************
  
  
  Dear BBB:
  Thank you very much for taking time to review the complaint/Dispute that we submitted on 2/19/24 against TruStar LLC, with assigned ID ********.
  We have not yet reached an agreement with TruStar since now they had hired ***** ********* and Associates to collect $ 38,923.46 which we received on  1/29/2024. Compared to the estimated amount submitted to us by TruStar which was $19,811.91 given to us on 2/21/23, the amount ***** ********* and Associates asking in the letter is very much inflated, almost double the original estimated price done by TruStar.  TruStar did not complete the total proposed restoration work, only did partly such as removal of damaged carpet and some wood flooring, drying and dehumidification of the 2 affected areas, and packing clothing and 2 mattresses.
  The final restoration of the affected/damaged areas was completed by another company ***, which was later recommended by ***** **** because TruStar put the restoration work on hold due to disagreement between Sate Farm and TruStar. As mentioned previously in my original complaint, TruStar failed to follow protocol in submitting estimate and obtaining approval from ***** **** before they should have started the restoration work.   
  *** Company completed the majority of the final restoration and they only charge $10,432.15 compared to what TruStar is now asking ($38,923.46). TruStar only completed small part of the total restoration work which ***** **** paid $4,768 for the fair work rendered.
  Other supporting facts about TruStar being deceitful and of high concerns:
  
  ******* from TruStar came to us late at night from 7:30 PM - 10:30 PM on 2/8/2023 and pushed us to sign the contract under duress and without giving us enough time to review the content. In spite of my wife concerns, ******* assured us that insurance will pay for everything and he will do all the dealings with our Insurance. He also stated that signing the contract is just for formality so that they can start the work as soon a possible. 
  ******* was not endorsed by ********* as he claimed, we found out that ******* bribed one of the ********* technician to get access to our informations. This ********* technician was later terminated from work due to this incident. ********* is the company we hired for our busted plumbing repair.
  
  We also noted in the copy of the contract /estimate given to us by TruStar that a kitchen picture renovation included in the contract is not our kitchen which most likely enabled them to inflate the total price. During the initial signing on 2/08/2023, the fraudulent kitchen picture was not included.  TruStar added the fraudulent kitchen picture after the initial signing. 
  
  TruStar packed our clothing and 2 mattresses and were able to store in our living room, computer room and den for 2 days without compromising our mobility within the house, yet TruStar moved all the boxes and 2 mattresses into their warehouse after 2 days which is unnecessary action since we have enough spaces in our home that were not affected.  
  
   TruStar did not follow protocol standard during drying/dehumidification process Standard protocol requires daily inspection, TruStar only inspected twice in a 2 weeks period. 
  
  TruStar failed to submit estimate and obtain approval from ***** **** before starting work. Initially, ***** **** refused to pay TruStar, but later tried to reach to an agreement with them, but unable due to every time they have had an agreement, TruStar constantly inflate their pricing and whoever they talked to does not offer clarity and never able to reach an agreement, because each time ***** **** talked to different person, so there were no consistencies.
  
  Due to multiple inconsistencies and disagreement, our insurance refused to pay TrueStar the amount they were asking for. As a result TruStar put the restoration work on hold and refused to give us a definite date of completion.
  Due to those inconveniences and continued long delay of the restoration, my wife called our insurance and asked for help. ***** **** suggested another company (***) to complete the restoration. 
  Prior to contracting the *** Company, my wife concerned about our signed contract  with TruStar, called and  notified TruStar and spoke with ***** to inform him that since they cannot give us a definite date of restoration completion, we will utilize the *** company  to complete the restoration. *** also offered us a much less estimate quotation and was approved by ***** ****. ***** assured my wife that it was OK to do so and it was our choice.
  
  After the final restoration, we requested TruStar to deliver all our boxed items to be returned. Five people showed up and they stayed inside the two cars  outside in front of our house for a long period of time before coming inside the house.  When asked, they stated they were waiting for “Go Signal” from their manager. Later, these five people carried all the boxes inside the house that took about approximately 2 hours. Due to previous ***** **** /TruStar disagreement my wife did not let those 5 people unpacked the boxes.
  The next day, TruStar sent us a Doc Sign for us to sign. We refused to sign because the documents stated there were 8 people with eight hours worked, contrary to the actual 5 people and only 2 hours worked, as stated by my wife and a friend who was also in our house at the time.  
  We have received frequents calls from TruStar but per ***** **** advise, we forwarded all TruStar call messages to ***** **** to handle the issues.
  We did not hear from TruStar until 1/29/2024 when we received a letter from ***** ********* Associates.
  
  When my wife and a close family friend unpacked the boxes, they both discovered that most of the boxes delivered were only filled with a few items and mostly crampled brown papers to fill the entire box.  This is another deceitful act, they could have packed all the items to only half of the total boxes claimed.
  
  With these above facts, we hope Better Business Bureau will assist us to have a justified settlement with TruStar/***** ********* and Associates. As we have checked Better Business Bureau website, several people with identical complaints similar to us. By helping us this also will benefit other people with similar complaints like us, and also for TruStar to stop their unprofessional businesses practices.
  From the last time, ***** **** informed us they had already paid TruStar $4,768, a fair amount for the all the work rendered.
  
  
  
  
  Your further consideration and taking time to resolve this dispute will be very much appreciated. Thank you very much.
  
  Respectfully yours,
  ****** and ******** 

  

  Business response

  03/11/2024

  Hello Mr. and Mrs. ******,
  
  We hope this message finds you well. We understand the challenges you may be facing, especially concerning financial matters during these times. After careful consideration of your situation and in an effort to assist you in moving forward, we have decided not to pursue the amount that your insurance did not cover.
  
  However, we do have one condition that we would like to discuss with you. Please contact us at your earliest convenience so that we can explore this condition together and find a mutually agreeable solution.
  
  Our goal is to ensure that you are satisfied with the outcome and that we can support you through this challenging time. Your satisfaction and peace of mind are important to us, and we are committed to finding a resolution that works for both parties.
  
  Thank you for bringing your concerns to our attention, and we look forward to hearing from you soon.
  
  Best regards,
  
  TruStar Restoration LLC 

  Customer response

  04/01/2024

  ****** and ******** ******
  **** ******** *****
  *******, TX *****
  February 22, 2024
  
  Date:  4/01//2024
  
  Dear BBB:
  Thank you very much again for taking time to review the complaint/Dispute that we had submitted on 2/19/24 against TruStar LLC, with assigned ID ********.
  We don't feel comfortable communicating directly with TruStar because of the previous experienced of our insurance ***** **** and us with TruStar inconsistencies and changing their mind every time we talk to them. We sincerely request that Business Better Bureau (BBB) to act as a liaison between us and TruStar so that we can obtain written legal documents.
  We humbly request for your urgent consideration /closures again and we will very much appreciate your time and consideration on these matters.
  Thank you very much for your kind consideration.
  Very respectfully yours,
  ****** and ******** ******

  

  Business response

  05/09/2024

  From: ***** - TruStar Restoration <*****@**********************>
  Sent: ********** *** ** **** **** **
  To: ****** ********* <****************************>; ***** TruStar Restoration <****************************>
  Subject: Fwd: You have a New Message from BBB serving North Central Texas, Consumer Complaint #********

  Hello ******,
  

  Could you please call me to discuss the complaint below? It appears that the customer wants to go to arbitration. However, I believe this is a misunderstanding, as we had agreed not to pursue the disputed amount—even though they actually owed it—because our priority is their satisfaction. We just want them to be happy and to move forward.
  

  Thank you,
  

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

  TruStar Restoration, LLC

  Cell: ************

  Office: ************

  *****@**********************

  www.**********************

  Mailing Address: **** ** ********* ***** ******** * ******* ** *****

  DFW Shop: **** * ***** *** *** * * ******* ** *****

  Houston Shop: **** ********* **** *** * ******** ** *****

   

  From: ***** - TruStar Restoration <*****@**********************>
  Sent: Thursday, May 9, 2024 10:49 AM
  To: ****** ********* <****************************>; ***** TruStar Restoration <****************************>
  Subject: Re: You have a New Message from BBB serving North Central Texas, Consumer Complaint #********

  ******,
  

  I believed this case had been closed, as we are not pursuing any further action with these customers. Our primary goal is to ensure their happiness and satisfaction.
  

  Thank you,
  

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

  TruStar Restoration, LLC

  Cell: ************

  Office: ************

  *****@**********************

  www.**********************

  Mailing Address: **** ** ********* ***** ******** * ******* ** *****

  DFW Shop: **** * ***** *** *** * * ******* ** *****

  Houston Shop: **** ********* **** *** * ******** ** *****

• Initial Complaint

  01/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  12/22/2024 - 1/4/2024 True star Restoration was called to review water damage to my kitchen ceiling. The damages were extended to ************* and flooring. The worker ******* was eager to get fans in and start restoration process to prevent mold growth. I asked several times how is this expensed. He said over and over that insurance will pay for everything. He rushed paperwork with me and took advantage of the situation. They started demolition on the kitchen prior to the insurance statement for payment. I no longer have a functioning kitchen and Insurance will not cover all expenses as promised by the restoration company. They were eager to take out my entire floor and rushed me but the insurance company said that they will not cover the floor. I stopped the restoration company from any further demolition on the entire first floor. If the insurance doesnt pay what the restoration company billed so far, the Tru Star Restoration could possibly put a lien on my property which would be extorting money that I do not have.

  

  Business response

  01/21/2024

  We acknowledge your negative reviews on BBB and ****** and apologize for any dissatisfaction. After a thorough investigation, we found the following: 
  
  1. Your concerns are related to the coverage level, beyond our control.
  

  2. You and your adjuster had sufficient time from contract signing on 12/22/23 to demolition completion on 1/2/2024 (11 days) to review the policy. 

  3. While we understand your frustration, it's important to note that we are not legally allowed to interpret insurance policies; this is the adjuster's role.
  

  4. Adjusters promptly review policies upon receiving claims, confirming coverage limits, and communicating them to the insured. In your case, the adjuster approved coverage via email, directed us to proceed, and you scheduled an appointment for the demo on 1/2/2024. 

  5. We then executed the work as contracted and invested a lot of time and effort to perform the work you contracted us to do.  We did what we were supposed to do.

  Please let us know what steps we can take to have those reviews removed, as they are causing significant difficulty and requiring additional time and resources (money) to address. If we deserved them, we would not raise any concerns; however, we believe it's crucial to reanalyze the entire situation and seek fairness in our case.
  
  We believe the negative reviews are unwarranted, considering our efforts to provide ample time for policy review before proceeding with the work that we performed based on the attached contract. 
  
  Also, we have open bills for the work we performed, and we want to know if you are okay with us sending them to you now.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  TruStar was recommended to me by a plumber who repaired a leak behind our vanity/wall in our upstairs bathroom with the condensation pvc. The technician rushed me through a 19 page contract to initial and sign. I asked the technician for an estimate and he informed me that at this time he was unable to tell me. We had water damage upstairs to one full bathroom and one bedroom closet. The other bedroom had water damage to the carpet and carpet in the closet. Downstairs in my sons suite there was water damage to his bathroom ceiling and part of his hallway and kitchen ceiling. TruStar sent an invoice to ******************** for $31,645.50. My claim specialist sent me a check for $5,062.43 and I wrote a check to TruStar for this amount. My insurance claim adjuster has had many correspondences with the billing department demanding more money. TruStar does not follow charging according to industry norms and charges over the correct price. TruStar added rooms to the invoice that was not affected by water damage. My insurance claim specialist has told me that this company is a red flag company in the insurance industry for over charging. I have filed a complaint with the *** and the ***** attorneys office concerning business fraud and attempting to over charge my insurance company and myself.

  

  Business response

  12/12/2023

  Subject: Urgent: Request for Your Valued Assistance and Communication

  Dear Customer,
  
  We hope this message finds you in good health. Your experience and wisdom are greatly respected, and we genuinely appreciate your trust in our services.
  
  We understand that insurance matters can be intricate and challenging to navigate. However, we would like to kindly request your support in assisting us with communication regarding your insurance coverage, as outlined in our agreement.
  
  By working together, we can ensure a fair and timely resolution to the challenges we are facing. Your cooperation is invaluable in helping us receive the compensation that we believe is rightfully due for the work we have completed.
  
  We understand your previous request not to be contacted, but we respectfully urge you to reconsider this stance. The only way to resolve this matter effectively is through open communication and your assistance in liaising with your insurance company. This collaboration is essential to reach a fair resolution.
  
  We kindly ask for your reconsideration in this matter. Please feel free to reach out to us at your convenience to discuss any concerns or questions you may have, including those related to billing.
  
  Your understanding, cooperation, and communication are greatly appreciated, and we are committed to working with you to find a solution that aligns with our agreement.
  
  Sincerely,
  
  TruStar Restoration **************** Team

  Customer response

  12/19/2023

  I am rejecting this response because: ******************** has informed me that according to their claim specialists the check that I mailed to Trustar is fair and honest for the water mitigation performed at our house. This is the amount that State Farm mailed to me for the service performed by Trustar. I will not help Trustar persuade my insurance claim specialists to pay more money to Trustar because this would be insurance fraud. I am now asking Trustar to send any other correspondence regarding this significant dispute to State Farm instead of me in the future. I only hope this complaint will help other homeowners not to fall victim to TruStars overcharging their insurance companies.
  

  *****************************;

• Initial Complaint

  07/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company aggressively bills insurance companies for work that was not needed. They mislead me into signing a contract with them while I was under duress due to a water leak. They misled me by stating this allows us to work with your insurance company. They have aggressively billed my insurance for work that was not needed. They used an excessive amount of fans, dehumidifiers, and air scrubbers and left them at my residence longer than was needed. After two weeks I terminated their services. They sent my insurance a bill for 29k, my insurance paid them 6k which they deemed appropriate per industry norms. I also had to use another company ( ServePro) to finish the job, which only cost $700. They have called me multiple times after not getting the desired result from my insurance company (USAA). The last call their representative stated we will file a lean against you after I again referred them to my insurance company.

  

  Business response

  07/25/2023

  Dear ****************,
  
  We sincerely appreciate you taking the time to share your concerns with us. Your feedback is invaluable as we continuously strive to improve our services and ensure the utmost satisfaction of our valued customers.
  
  First and foremost, we want to express our heartfelt gratitude for bringing this matter to our attention. We apologize if you felt misled during the contract signing process, especially amidst the stress of dealing with the water leak. Our intention was to provide you with the necessary support and assistance in working with your insurance company to ensure a smooth and efficient restoration process. We will review our communication practices to ensure there is no room for misunderstandings in the future.
  
  Please be assured that our billing practices are strictly aligned with the industry standard (IICRC), and that we utilize the insurance approved estimating software (Xactimate) to create accurate bills. These widely recognized standards are followed by reputable insurance adjusters as well (except the adjuster in this claim), and we always strive for transparency and fairness in every step of the billing process.
  
  Regarding the use of equipment during the restoration, we want to assure you that our experienced technicians meticulously assess the severity of the damage to determine the appropriate usage of fans, dehumidifiers, and air scrubbers. Our top priority is to ensure a thorough and effective restoration while keeping the best interests of your ****************.
  
  We regret that you had to resort to engaging another company to complete the job. Our goal is always to deliver the highest level of service and satisfaction to our customers, and we apologize for any inconvenience you *** have experienced.
  
  We want to emphasize that we are here to support you throughout this journey. We believe in fostering a strong and positive working relationship, as we are dedicated to providing you with the best service and results. Together, we can navigate the claims process, ensuring that your needs are met and that the insurance company is held accountable for any rightful payment.
  
  Please rest assured that we have no intention of intimidating you in any way. Our aim is to resolve any issues amicably and professionally, putting your best interests at the forefront.
  
  We genuinely value your feedback and the opportunity to address your concerns. We kindly request your assistance in communicating with your insurance adjuster and providing them with the necessary information to substantiate our scope of work and billing.
  
  We are committed to finding a satisfactory resolution for all parties involved. Your satisfaction is of utmost importance to us, and we hope that we can work together towards a positive outcome.
  
  We humbly ask for your understanding and reconsideration, as we strive to rectify any miscommunication or misunderstandings that *** have occurred. We hope that you will consider removing any negative reviews you *** have posted, and we are open to discussing further how we can ensure your experience with us is exceptional.
  
  Thank you once again for bringing your concerns to our attention. We genuinely appreciate your business and the opportunity to serve you. Should you have any further questions or require any clarification, please do not hesitate to contact us.
  
  Warmest regards,
  

  ***********************
  TruStar Restoration LLC
  

  
  

  Customer response

  07/25/2023

  I am rejecting this response because:   I have attached a copy of the letter that was mailed to you from my insurance company.  From the very start I was proactive in trying to prevent this very scenario that is now playing out.  I took the initiative to schedule this meeting between my adjusters and your technician at my residence.  I was witness to the conversation and subsequent agreement that took place regarding the Cat1 damage.  The next day your technician requested that I get another adjuster and I replied that I would not and that my fear was that there would be more charges than necessary so I wanted my adjuster to be aware of all that was taking place so this very situation would not occur.  A few days later I received an email from TrueStar titled Refusal of Recommendations, this email stated that I had refused mitigation efforts.  This is not true, my response was to reply Terminating your services.  I have referred your company to my insurance company multiple times to resolve payment issues and am now receiving certified correspondence that indicates you have placed a lien against my home.  This payment discrepancy was created by TrueStars excessive billing practices and going against the agreed upon terms of your technician and my adjuster.  A resolution to the situation you have created is to cease all actions against me and move on.

  

  Business response

  08/22/2023

  We acknowledge your complaint and understand your concerns. Customer satisfaction is of utmost importance to us. Please be assured that our billing practices are aligned with industry standards and that we utilize the widely accepted estimating software, Xactimate, to create accurate bills. In this case, our Xactimate estimate and supporting documentation was provided for review. Unfortunately, a portion of the total invoice amount remains unpaid. While we stand by our prices, we recognize the importance of your satisfaction and are open to finding a resolution. 

*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. ↩