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:08/27/2024

  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.

  We had a fire 6-2-24 and my contractor brought 1-800-Textiles of GA into it for emergency cleaning. We were told this was a courtesy. They said here, sign this work authorization so we can get your things back this week. We did. We told them, in front of our contractor, not to bother trying to save anything else still in the house. This all happened the day after the fire. Once they brought back the emergency items, they said they were going to load the stuff a day or two later. Since wed already told them not to bother saving anything, it sounded like just a thing that has to be done. Much to our surprise, weeks later, we get an invoice for $40k! We immediately disputed and this has been going on for weeks, now. Ive requested they escalate this matter, but its the same people emailing me. Im told that we have to pay for the work theyve already done, even though they wont return anything, so itll only cost us $7,800, but the only work we authorized knowingly is to have the immediate items cleaned, which was a courtesy. We were never given an estimate, an option, or any further information and we shouldn't be penalized for their scammy behavior.While all of this has been going on, they offered to return our non-restorables. We chose a few items, asked if there was a fee for this and were told no. Now they are refusing to return those, as well, until the invoice is paid. They feel the reduction is very fair, which I cant understand.We have more than enough on our plates that we should not have to fight them. The fact that they would keep going when we said dont worry about anythingand then charge usan ASTRONOMICAL figure, is just cruel. Theyre attempting to take advantage of my family in this tragic situation.Insurance just said they do have to pay the just over $7800 (out of our contents coverage) to them for the work they tricked us into approving. I just want my money back. That money is to replace items lost, and for $7800 we get NOTHING back.

  Business Response

  Date: 08/27/2024

  First, let me say thank you for bringing this to my attention that she filed a complaint.

  This has been talked about with the Customer and explained multiple times. As they indicated, they did have a fire in June, and we met initially to pick up the ******************* This was a free service that we provide to all customer within our partnership fire departments. We went so far as to follow them back to their hotel so that we could clean every emergency item that they would need. Whether this is for physical or emotional support. As an example, this year to date the current total is 538 fires that we have assisted on at no charge to any person. Obviously, some of which have turned into full-service jobs after that and obviously some have remained a gratuitous service.  In this case, while meeting with the ***** we did discuss cleaning the remainder of the Textiles (Soft Goods) in their home. In that discussion on 6/2 all parties made the decision that we would only service the Bedrooms and Bathrooms and therefore the textiles in those areas of the house. In other words, all common areas (Kitchen, Dining Room, Living Room, Garage) were to be left and would be disposed of by other parties. This in turn is why we only have the areas mentioned that we removed the items from. On 6/3 we signed a work authorization at 3:20pm. This was the date that they agreed to have all items in the home cleaned. On 6/4 we began the removal process. On 6/6 we began the cleaning process per our Signed Work Authorization. Once this was completed on 6/19, we invoiced the insurance carrier for services as they would be rendered. This is a part of the claim process. Now with that being said, the customer did contact us about not wanting the items cleaned. We were and are happy to oblige that intention. So, in turn, with the Insurance carriers understanding that all items would not be cleaned and that they would settle the loss for the items picked up and inventoried, we agreed to the lesser amount as stated by the customer. 

  In no way are we disputing the amounts that were originally quoted for the cleaning vs the inventorying / disposal. Simply put, we have to cover the costs that have been expended on behalf of the customer up to this point. The amount was reduced from the original amount of $40,053.56 for the full cleaning process, to $7,883.65 for services rendered up until 6/19. Now with that being said, we are still storing the uncleaned items and have also agreed with the carrier to not charge additional for the storage of the items from 6/19 through date of disposal so as to not charge anything additional as is customary in this industry. May I also mention that their uncleaned items are still in storage awaiting the payment. As far the customer stating that they are "getting nothing back" we will be happy to return up to 12 unique items that has been previously requested, once the billing has been satisfied. This is traditionally completed within 7 business days of payment receipt.

  This in no way shape or form is a scam. We are hired service, by the customer, to represent and restore items removed from a property when a loss is incurred. Please see our signed work authorization and signing history so as to show the initial dates and times previously mentioned. Should anyone have any questions we can be reached at ************.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22201769
  
  I am rejecting this response because:
  They keep referring to the signed work authorization. We signed under false pretenses. We signed that to get our immediate items back, not for them to clean anything further. It is my own fault for trusting ***** and that they had our best interest in mind, but I certainly don't understand how they can keep this up. We told them we were planning to get rid of most things anyway, and to not try to save anything else. Everything else said related to work was spun to us in such a way that made it seem like it was just the next steps for insurance purposes. I've explained that a dozen times. ***** has had nothing to say with regards to telling us the work authorization was to get our immediate items back, with no mention of expense or further work thst we would be responsible for the cost of. He's said nothing with regards to the in-person conversation we had with him when we met. They mentioned us sorting through things and we said again not to worry about any of it. ***** told us to sign the work authorization in order to get the emergent items returned. Period. It is not morally or ethically right to play on the emotions of someone in a traumatic situation. They literally did this THE DAY AFTER we lost EVERYTHING, and they took advantage of us being in a state of shock and not knowing what we didn't know. The work authorization was presented as a thing that had to be done for them to help with the immediate situation. There were other people present during the initial conversation. I don't understand how nobody can care. We said don't save more. *************************** said sign this so we have approval to clean and return the immediate items. We signed it. I mean, he literally followed us to the hotel to clean my grandmother's bear. Why would I NOT trust him??? We got charged an astronomical amount. We fought. It's been reduced to services performed THAT WE TOLD THEM NOT TO PERFORM. The bottom line is that they conned us into signing the work authorization by telling us it was for the courtesy service and they seem to be able to get away with it. 

  What they're saying we get back are things they couldn't clean. They offered those to us. If that's how they can keep charging us for stuff we told them not to do, they can keep all of it. 

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

  Business Response

  Date: 08/28/2024

  While ***** ***** continues to state that they were conned into signing a work authorization, it is not appearing to be that way from our position. 1-800-Textiles sent the work authorization after they had completed the Care portion the prior day according to notes on the file and as previously stated by both parties. In an effort to compromise, in light of the fact that the ***** met with ***** and then 2 days after with the technician while packing the home. Combined with the fact that the work authorization was signed on the day after meeting with ***** and prior to the day the items were removed we see as not being misled. Even with that being said, after *************** brought this to our attention, we did our own investigation based on information presented and found that the location had properly documented their conversation with the homeowner. That they had offered as a reconciliation the reduction of services to be further provided. The location will continue their promise of returning up to 12 items that the homeowner may request at any time prior to delivery, once the service has been paid for.  This is an additional expense to them that is not in the final billed amount of $7883.**, according to the line items in the previously attached documents for the revised bill amount. However, since it was stated that they will complete this, then they will continue to stand by what was stated. 

  The compromise has been previously given for this claim. 1) Formal reduction of billing 2) Disposal of all Items except Requested Non Restorable items 3) Return of Non Restorable items to the customer either in full or by selecting up to 12 items 4) Further storage of said items while not being reimbursed 5) Additional cost to return with no opportunity to be reimbursed. This is going above the contracted requirements and obligations. 

  Feel free to contact us on any further questions or to schedule the return of items once the invoice has been paid at ************.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22201769
  
  I am rejecting this response because:

  They keep saying I signed the work authorization knowingly. We met ***** on 6/3, the day after the fire. We signed on that day. He followed us to the hotel on that day. ****** from Southeast Restoration is who we met on the day of the fire. He's the one who said, here, put emergency stuff in these bags, they will take care of you. We did. Days later, I did see the guys packing things up however, as I've stated multiple times, this was explained to us as next steps. We had said out loud not to save anything. We were told to sign the work authorization for the courtesy service. It's really that simple. Had I realized this was even a possibility, I wouldn't have just signed it, standing in my front yard, but I was told it's what had to be done to clean the original items. I am not out to waste time, I would have NEVER signed giving permission to salvage what we said don't salvage. 

  They say everything was properly documented...im quite sure ***** documented the things they're saying, but that's not what happened. I don't know how many times I have to explain this and I truly don't understand why there is confusion. We said don't do it. We were misled into signing a work authorization for all things by being told it was for emergency items. Those are false pretenses. We'd have been able to catch it if, at any point, ***** or ***** had sent us an estimate or any follow up communication. Sadly, they just took the work authorization signed under false pretenses in the middle of a tragedy and ran with it. No further conversation, no further contact until I reached out. 

  I literally had to be pulled out of the 2nd story window by the fire department, where my 8 year old and I were trapped. The day AFTER this is when **** and I said out loud not to save anything and then I signed what ***** said to sign. Knowing what I know now (and not reeling from a terrifying situation), I should have taken it to an attorney or someone who was thinking clearly, but I was assured they were there to help us, so I did what I was told to do. Because of this situation, I send everything to my insurance adjuster for approval first. We won't get steamrolled again. 

  I've relayed this multiple times and everyone who hears it is absolutely appalled, EXCEPT you guys. We didn't want any of it saved. We certainly didn't want anyone doing unnecessary work. The statement made to me is that ***** was going to send a work authorization for us to sign SO WE CAN GET OUR EMERGENCY ITEMS CLEANED. That's the key, right there. If we'd been told it was for more than that, I'd have nothing to fight, but we weren't. We were told it was for emergency items. If we'd ever been involved in a conversation about anything that would cost money, we'd have had another opportunity to put a stop to this. 

  That's the other big thing. How can you invoice someone when you've given them NO indication 1. That an invoice is coming and 2. What these types of services cost. How can you hold someone responsible for costs they didn't know they were incurring because they were never told about them? That shouldn't even be legal. 

  Had the process been explained to us properly, including estimated expense and that none of this was just the next steps, up front, we wouldn't be in this situation. We'd have graciously accepted the courtesy service and we'd have known to decline further services, so we'd be as happy as all of your other customers. Unfortunately, we didn't even know the difference because ***** was not clear that all of his next steps were OPTIONAL to us. 

  It is sickening to me that they keep acting like they've done us some huge favor by returning "up to 12" items that they couldn't clean and not charging us for continued storage. The bottom line is, and has always been that ***** did not tell us the work authorization was for more than emergency items. ***** did not tell us that everything they do after the courtesy service is a costly service that we DON'T have to accept. ***** said the work authorization is for emergency items and everything else was just what happens next in a house fire situation. 

  We did not ask them to come out. We were presented with them as people who will help and this is what happens next. It's not OK. 

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

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dec 15th 2022 No money paid to company as yet The business (with my permission) went into my apartment it was involved in a fire that started next door took all my soft items in the may apartment (clothes, linens, bags, shoes, coats, etc). They said they would provide an estimate of the cost to clean/ restore my items BEFORE doing any work. I told them I needed to know the cost because I did not know if I would have the money to do so. I asked for an estimate of how much this usually cost but never got a response. They kept saying we deal directly with the insurance company so you dont have to come out of pocket. I kept asking for the estimate and said I do not know if I have enough insurance and would need to know. The company committed to sending an estimate before moving forward with any work.The dispute is that the company sent the estimate to my insurance company but said it was a bill to be paid. They did not send it to me. After my insurance company sent it to me, I said I could not afford the exorbitant estimate (over $6000). I called the company and told them to redo the estimate and charge me only for the 24-hour wash they did for me, and to bring my clothing back because I could not afford that. I would clean my clothes myself. The company responded that they already cleaned most of my items and that I would need to pay them the amount of the bill. I did not give them permission to clean my things. In addition, they took items out of containers and things that were not out to be damaged by the fire.The business has not tried to resolve the problem.Not sure of account number. I see price list ************