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:05/12/2025

  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.

  My wife and I made a very clear verbal agreement to have this company repair a mold growth with our new house. The verbal agreement was to remove a section of drywall and replace it with new drywall. The salesperson used we and we will when discussing the repairs and never mentioned any affiliation with 3rd parties. When the company said they were finished with the project, we noticed the drywall had not been replaced and were told they are not a construction company and the contract that we signed just hours after our agreement did not contain a line item stating drywall replacement. The office manager would not let us speak with the salesperson who made the agreement and who had already apologized and admitted to making a mistake. The office manager proceeded to call my wife a liar and defend her employee saying the employees would never make such an agreement.

  Business Response

  Date: 05/22/2025

  Thank you for taking the time to share your experience. We truly value feedback from our clients, as it helps us identify areas where we can improve and better serve our community.

  First and foremost, please accept our sincerest apologies for the frustration and confusion you and your wife have experienced. At 911 Restoration, we pride ourselves on providing clear communication, reliable service, and complete transparency throughout every project. Its clear in this instance that we did not meet your expectations, and for that, we are truly sorry.

  
  To clarify, our company specializes in water mitigation and mold remediation services. We do not provide reconstruction services, and this is noted in our estimates, website, marketing materials, and vehicle branding. In your case, the itemized estimate provided prior to work beginning included a detailed list of the services we would perform and clearly stated that reconstruction servicessuch as drywall replacementwere not included. This estimate was signed and approved before the project commenced.

  
  That said, we understand that there were two points of contact for your project, which may have contributed to a breakdown in communication regarding the scope of work. While we did refer a trusted, third-party vendor to provide a quote for the drywall repairs, we now recognize that there may have been a misunderstanding about what services were being provided directly by our team versus our preferred partners.
  

  We are especially disappointed to hear that you felt disrespected during your interaction with our office manager. That is not in line with our values, and we will be addressing this matter internally to ensure all team members uphold the professionalism and respect our clients deserve.

  
  In acknowledgment of this breakdown in communication and in the spirit of resolving this issue amicably, we are willing to offer a discount on your final invoice. We hope this demonstrates our commitment to making things right and maintaining the trust of our clients.

  
  Please feel free to contact us directly at ************  so we can discuss the appropriate steps moving forward and ensure this matter is resolved to your satisfaction.