Complaints

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

close

Find a Location

Shield Restoration Services has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Shield Restoration Services

  3/4 - 51 Ritin Ln Concord, ON L4K 4W6

  
• 

  Shield Restoration Services

  4 - 122 Saunders Rd Barrie, ON L4N 9A8

  

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:03/02/2025

  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.

  On July 15th, 2024 there was a flood in our basement. Both my landlord and myself hired Shield Restoration to help with the clean up and repairs. I hired Shield to help with content and my landlord hired them to help with property repair. On July 15th at 6pm a crew of 4 individuals showed up and started clearing out the basement until 10pm. They started with removal of the carpet first as directed by Steve R. laminate flooring and contents (Please note that no large items were removed, only contents that amounted to a 12x12 tarp with items such as sleeping bags, clothes and some Halloween decor). The next morning 5 crew members returned to finish the removal of the laminate flooring and removed the bottom 2 feet of walls. When they left July 16th they had set up 2 large dehumidifiers and several industrial size fans to dry out the area. Fans were left running 10 days.
  On January 15th I received my invoice and asked for a breakdown of the costs as the invoice seemed high. Shield Restoration is charging me for ALL the labor on July 15th and Jan 16th. I asked Cameron the Project Manager to review the invoice as I believe there must be some kind of mistake as I am being billed for the removal of the carpet, flooring and walls which should be charged back to the landlord. After several attempts through phone and email to explain this, Cameron continues to tell me that this invoice is for "content only". Both Cameron and Steve know that the crew that were here for 2 days was NOT just for content only, but are still invoicing me for this.
  I contacted my landlord to see if she had a breakdown of labor but she advised she did not receive a breakdown, only a final invoice.
  Shield Restoration is charging me for a service that was not mine. Also my signed contract with them states Content Labour Rate is $52.36 - $104.95 per hour and they are charging me this rate per hour/per person which was not stated in the contract I signed

  Business Response

  Date: 18/02/2025

  Hi ******,
  
  We are writing in response to the complaint submitted to the
  Better Business Bureau.
  
  We were contacted by your landlord to assist with flooding in her home in July
  2024. It was a catastrophic event with thousands of homes affected. The water
  entered the home and was in the basement apartment where you live with your
  brother. In order to properly deal with the issue, we required your content to
  be out of the way. We offered our services and you accepted.
  You opened a claim with your insurance company and provided us
  with the name and contact information for your adjuster as well as the claim
  number for your file. Unfortunately, your claim was denied and you were advised
  that you would be responsible for our fees. 
  At the completion of the work, you were provided with an invoice
  and expressed concern that you were charged for hours that were not part of
  your claim. We reviewed your file and discovered that there was an error in
  billing which was rectified. 
  You also expressed confusion regarding your signed contract. You
  were under the impression that you would we charged a flat hourly rate based on
  the example shown on the signed document. The contract clearly states that the
  line items and prices shown are EXAMPLES of line items typically used on a
  content management claim, and are there for information purposes only.
  Though we have explained everything and provided all documentation
  you have requested, you have repeatedly refused to accept the amount of the
  invoice insisting that you would have paid less somewhere else. We gave you an
  estimated cost of $4000-$6000 and we have offered to settle your file for $3000
  due to your financial situation and offered you a payment plan option.  In our communications on February 5th, you were still concerned about the number of hours our team spent on your content.  We provided you with a full, time-stamped photo report in addition to updated timesheets and have not received any response from you since.   We have been more than fair during this
  process and would appreciate you settling your account so we can close the
  file. 
  
  Thank you

  Customer Answer

  Date: 23/02/2025

  Complaint: ********
  
  I am rejecting this response because: The statements made by Shield are false. 1st, it was my brother who contacted Shield, not the landlord.  2nd Steve reviewed my insurance policy upon arriving and assured me I was covered. 3rd I never pursued a claim with my insurance, Shield submitted on my behalf.  I told Shield I was not interested in going forward as there was not enough loss to claim. 4th, yes pictures were provided, NO timestamps are on these documents. Once Shields workers came onsite, no one from Shield came back to the property until the fans/humidifiers were in place(Day 3).  The project was not managed or overseen at all during the first 2 days, so Shield did not know what was completed/when and by which employee.  Accepting an invoice from a labor company then allocating the hours out as you want is NOT how I expected Shield to handle my business. ******** ******** ******** **** Shield will show pictures of items were taken BEFORE structure was removed(NO time stamps).  This ALL happened on Day 1. If Shield managed this project correctly they would know that on Sat July 27th they were billed 6hrs.  This was for picking up the fans/equipment that my brother had waiting in the driveway.  The employees were here 15mins, not 6hrs as their Crew List shows. This is just one of the inaccurate and overpricing examples on this project. Another is, Per my Landlord on Jan 30th, 2025 "My insurance company did make note of telling me their costs were higher than what the adjuster estimated" The landlord then put it back on Shield to figure it out. I'm sure Shield reduced the landlords invoice and moved that cost to me as shown on the original invoice billing me for 60hrs of the 94hrs total billed. No one worked on content on Day 2 and I would like come to an agreement in order to resolve this as soon as possible.  I will not be accepting an invoice for work that was not allocated to be me. I will pay for the services they provided. 
  

  Assuming my financial situation is ill-mannered of a business. I am not disputing the invoice due to MY finances, I am disputing based on ****, ********* and want the truth to be known how companies such as Shield took advantage of individuals during a "catastrophic event".
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/03/2025

  Re: Complaint ********
  
  We are writing in response to your most recent claims.  Firstly, your claims that a representative of
  our company not only reviewed your insurance coverage documents and provided
  you with advice on those coverages, but called your insurance company and
  opened a claim on your behalf are completely false. Only an individual covered
  under your policy would be able to submit a claim. Similarly, the only person
  who can give you advice on coverage and/or provide confirmation that you have
  coverage is your adjuster.
  You provided Shield with your adjuster’s contact information
  as well as the claim# so that we could submit documentation to them. You did
  not “go forward’ with insurance because they denied your claim.
  When we originally spoke to you, we advised you that we
  estimated our costs to be $4000-$6000. Our final estimate/invoice came in at
  the bottom end of that scale. You were not required to work with Shield, you
  chose to work with us knowing that information.
  We use industry standard software with built-in pricing. We
  do not get to decide what we charge for items on our invoices, those prices are
  set by the insurance industry. Every reputable restoration company who handles
  insurance claims uses the same software and the same price lists. I’m sure you
  could have hired a handy man type person for less, but again, you chose to work
  with us.
  Our comment regarding your financial situation was in
  response to your own comments to us during this process. We understand that not
  everyone has a “what if the house floods fund”. It was not meant as a personal
  attack, I apologize if it came out that way.
  
  Please contact the office to pay your balance. 

  Customer Answer

  Date: 16/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There has been no resolution to the case.  I believe that I have submitted enough proof and documents that prove next to no labor was allocated to content remove on Day 2. Per the original Report Details submitted 12 items were listed on how the labor was allocated on Day 2. Only 2 things off the list were allocated to manage the content (pictures with timestamps as proof has still not been supplied by Shield).  I am looking to settle this dispute and put this behind us.  I will pay the 8hrs at overtime rate for Day 1.  For Day 2 I would like to settle at 25% of the Crew labor of 15hrs.  I still believe that I am being overcharged at that rate but am willing to pay this amount in order to close this. 

  Shield knows this project was handled poorly, that no one from Shield was on the job site at all once I signed the contract.  Steve quickly ran off with the landlord once he found he was getting 2 more houses out of the landlord.  

  Please provide a new invoice so this can be closed

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

  Business Response

  Date: 10/04/2025

  We have nothing further to add to your concerns and stand by our last statement.