Complaints

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

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  Emergency Response Group Inc

  3250 Bloor St West, East Tower, Suit 600 Etobicoke, ON M8X 2X9

• 

  Emergency Response Group Inc

  307 Bering Ave Etobicoke, ON M8Z 3A5

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  Emergency Response Group Inc

  700 - 2 Bloor St W Toronto, ON M4W 3E2

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:20/08/2024

  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 contacted ERG via email Saturday August 10 to conduct emergency cleanup at my house following flooding in my basement that happened the night before. Due to the nature of the emergency, getting a team in for cleanup was extremely time sensitive, as I did not want to leave the water in the floor long enough for mold to set in. A service representative from ERG, Paul, called me the next day on Sunday August 11. He sent me a work authorization form and collected a $1000 deposit for the work, then said his colleague Jeremy would be in contact with me within the hour to schedule the work. The following morning on Monday August 12, I spoke with Jeremy and he said they would schedule a work team to come on Wednesday, but he did not provide a specific time. Later that day, I sent a text message to Jeremy asking if the schedule had been set yet. He responded saying that it had not. The following morning, Tuesday August 13, I called Jeremy to ask when the work team was coming and he said that the schedule had not been sent yet. By the following morning, Wednesday August 14, I still had not heard from ERG with the scheduled time for the emergency cleanup at my house. At 7:30am on Wednesday I called Paul and informed him if the conversations with Jeremy about an initial promise of a work crew to come on Wednesday and that there has been no confirmation of that yet. At this point, I asked Paul to cancel the service and issue a refund for the deposit. Paul said he would pass the message on to Jeremy, who would be able to issue the refund. Several hour later, at 10am, I emailed both Paul and Jeremy restating that I wanted to cancel the service and asking for a refund. There was no answer from ERG, so the following morning, Thursday August 15, I sent another email to both Jeremy and Paul restating my request for a refund. As of Monday August 19, there is still no response or acknowledgement from ERG.

  Business Response

  Date: 24/09/2024

  The refund was issued right away upon customer asking. ****** ***** ******** ******* ************ **** ****** ** **** ** ************ ****** *** *******

  thank you 

  Customer Answer

  Date: 24/09/2024

  I disagree with the specific wording provided by the business - they did not provide a refund "right away" when I contacted them, however I do agree that a refund was provided eventually and that this complaint can be closed. 

  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:02/08/2024

  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.

  We had a small leak in one of our pipes which had leaked into the ceiling of our living room. When we called ERG Recovery to come look at it (this was on 06/28/2024), we did not know the extent of the damage. ERG informed us that we needed to pay them the $1000 deductible from our insurance before a technician would come. We paid them this. As we were waiting for the technician to arrive, I assessed the damage further and noticed that our p-trap under one of our sinks was not seated correctly and this was a slow leak over time. I cut out the rotted wood myself and turned the water off to that sink. When the technician arrived at our home, he assessed the damage. He recommended to set up a fan for the weekend to dry out the wet area on our ceiling in the living room. He set up a fan in the living room as discussed, and offered to come pick it up on Monday. We had set up another fan in the bathroom that belonged to us. *We also disposed of all rotted wood etc. ourselves. The technician then left our house. He was in our house for a total of 35 minutes. On Monday, he came to pick up the fan and left within 5 mins. We also had our home insurance come look at the damage and they said the damage was so minor that it was not even worth a claim and would be easy to repair on our own. At this time we withdrew our claim through insurance. The insurance company told us that we should be able to get a partial refund, as setting up one fan for 72 hours should not cost $1000. At this time we contacted ERG asking for the invoice. I have attached the invoice they sent below. They are refusing to give us any money back and they are actually asking us for an additional $500 which we think is absolutely unnecessary. We just want to get some of our money back to actually repair the damage, and many of the charges on the invoice are unjustified.

  Business Response

  Date: 23/08/2024

  Upon review of the invoicing and photos everything appears in line with the work performed and the work authorization form. 
  
  Upon speaking with the team, they have already issued a refund for the requested amount in good faith a little while ago. This file is already closed on our end with the customer satisfied with the outcome. 
  
  Kindly let me know if anything further is needed.
  
  Thank you 

  Customer Answer

  Date: 24/08/2024

  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:21/07/2022

  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.

  A company called Emergency Response Group Inc was called on May 21, 2022 in response to a water heater malfunction with some water damage in my unit. I am the owner of the property, the call was placed by my tenants ******* ******* *** ******* *****. This all happened before the storm on May 21 in Ottawa, the water damage was not related to the storm in Ottawa. The company sent an invoice of $10,242.93 for mitigation, with the majority of the invoice items either inflated or completely made up (items billed however performance did not happen). This bill consisted of 47 hours of labour. The tenants also received an invoice of $4097, with the similar billing practice, with 53 hours of labour hours billed. The timesheet for labour hours is also included (they accounted 46 hours onsite in total) for May 21, 25, 27, 31. The hours were inflated and completely not true. Invoices of mitigation and contents and other labour time sheet will be attached for your review. More documents will be prepared shortly to point out questionable items with more details.

  Business Response

  Date: 10/11/2022

  Our estimation team uses industry standard billing methods such as ********* pricing system to generate prices, hours can include time spent off site for work such as equipment decontamination and travel. 

  We have addressed concerns with the client and re submitted several weeks ago with no reply back and full radio silence on phone calls. We look forward to come to a resolution as we have reduced as needed. Thank you