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:02/26/2025

  Type:Customer Service 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.

  Feb 13th, 2024, my house had a fire, and my insurance company **** hired a restoration company named PuroClean for cleaning of the contents only, this includes linens, garments, and all content items within the home. PuroClean then started to clean the agreed upon items and was allowed to work, a few days into the job, I noticed that they were trying to clean the structure of my home and not just the contents, as per agreement and contract. I notified ***** ******* from Puroclean of this error and he stopped his crew from further structural cleaning. I since then have been charged by Puroclean for what they claim to be for cleaning the structure of my home. Again, Puroclean was too only clean contents, not structure ie. not my walls, floors, ceilings, or surface areas. this was never authorized by me the homeowner. After 10 months, i received an invoice for around ******* dollars and a threat that if I don't pay by February 28th they will "file a lien and refer this matter to an attorney" I have no itemized invoice, so I do not know what they are attempting to collect for, additionally, I sent emails Puroclean was paid a total of $35, ****** when reaching out to Puroclean leadership, **** ***** the owner sent me more threats and would not work with myself in solving this matter.

  

  Business Response

  Date: 02/27/2025

  The customer was made aware and approved that we were to clean the structure in the basement.  The structure insurance adjuster had initially missed that part of the scope - we helped the customer out by figuring out that the basement structure in fact needed to be cleaned when we scoped the basement with the contents adjuster.  Another vendor was to clean the remaining structure in the rest of the house, but since we were on site in the basement all parties agreed at the time that PuroClean would clean the structure in the basement.  The allegation made by the customer as it relates to cleaning structure in the basement is factually incorrect - he was aware and approved our cleaning of the basement structure.  The payment for cleaning the basement was mistakenly made to the other vendor.  We had no obligation to work with the other vendor to receive this money but we did so for the better part of 2024.  When we could not gain cooperation from the other vendor, we attempted to contact our customer, Mr. ******* to be paid.  Mr. ******* ignored our attempts for many months to resolve this issue which is why we issued a demand letter.  We learned this morning (2/27/25) that our customer, Mr. ******** finally followed up with the other vendor and that the other vendor agrees that they have been overpaid by the amount owed to PuroClean.  The other vendor agreed yesterday to remit that amount to Mr. ******* and Mr. ******* has agreed to send us a personal check for the full amount once he receives the check from the other vendor.  We have agreed to extend our deadline another week in light of these recent events.  This dispute would never have reached this point had our customer, Mr. ******** responded to us in a timely manner over the past several months.  He failed to do so, citing to my operations manager yesterday that he was "busy".

• Initial Complaint

  Date:07/01/2024

  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.

  First of all, the response to my review on ****** did not address all of the issues that I stated in my review. The owner only addressed the money. Second, I have paid what was agreed upon to settle the contract. Lastly, my complaint here on the BBB page is about the fact that PuroClean is not taking responsibility to the damage they caused to our pool liner and cover. The damage they caused to the pool liner and cover is separate to the contract to rebuild our home. I made PuroClean aware of the damage many, many months ago and when I addressed it at the end of the project, **** said he is not going to negotiate any more. The damage to our pool liner and cover is not something to be negotiated. It is damage PuroClean caused that is outside of the contract to rebuild. PuroClean is refusing to address the damage that was caused to our pool liner and cover due to their negligence. Even the insurance adjuster said they are responsible for that damage as it is outside of the contract and caused by them. **** refuses to listen to what I am saying and refuses to do the right thing and replace the pool liner and cover. It was damaged because his crew was careless and did not clean up nails and screws and and debris. This complaint is simply to try to resolve purocleans responsibility with regard to thier negligence. responsible for the subsequent damage to our pool cover and liner.

  

  Business Response

  Date: 07/15/2024

  Mr. ****** rated our services on *******  Our response was as follows:

  It's understandable that you're frustrated. However, the conditions of your signed contract with us clearly state that you are responsible for all payments the insurance company does not cover. Unfortunately, your home was severely underinsured, leaving you with a significant balance out of pocket after the reconstruction was completed. 
  
  Additionally, any upgrades made through our subcontractor, LMR Contracting, were not approved by us, nor were they submitted for a revised estimate. Remember, your original contract was with us, not our subcontractor.
  
  Finally, there remains an outstanding balance for this project, and despite our repeated attempts and our owner's offer of a significant discount, we have not yet received payment. We are no longer making a profit on this project, and we only kindly request that you cover the base costs of our time and materials spent. 
  
  If you still have questions or wish to discuss your remaining balance, please call ************** when convenient. 

  Customer Answer

  Date: 07/16/2024

  Complaint: 21924950
  
  I am rejecting this response because:
  
  PuroClean has not addressed what this complaint was an about. I did submit a ****** review and PuroClean did not address all of my concerns in that complaint. PuroClean only addressed money and not all the other issues. I have paid what was agreed upon. 
  

  I am rejecting PuroClean response to this complaint because I am asking for resolution to the damage they caused to our pool liner and cover. The pool liner and cover is not part of the contract for rebuilding our home. PuroClean caused damage to our pool liner and cover during demolition because they did not clean up the debris each day. I made them aware of this many, many months ago. The insurance adjuster even stated that they are responsible for the damage caused due to their negligence. **** refuses to address this. He refuses to even discuss the damage caused to our pool liner and cover by his employees. The contract for rebuilding has been settled. The pool liner and cover is separate from that. I am looking for resolution to this matter. PuroClean is responsible because they did not do what was required at the end of each day and damage was caused to our pool liner and cover. PuroClean needs to take responsibility and they need to replace what damage they caused to our pool liner and cover. 
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 11/13/2024

  11/13/2024 JM: Left a message for consumer to return a call. 

  Customer Answer

  Date: 11/19/2024

  111924 JM: Consumer called back and ask me to give him a return call. I have left several voicemails for the consumer to return a call to me. I have left another voicemail for the consumer to give me a call to discuss his complaint. 

  112524 JM: Left a message for the consumer to return a call.

  12/2/24JM: Left a message for the consumer to return a call. 

  Customer Answer

  Date: 12/10/2024

  111924 JM: Consumer called back and ask me to give him a return call. I have left several voicemails for the consumer to return a call to me. I have left another voicemail for the consumer to give me a call to discuss his complaint. 

  112524 JM: Left a message for the consumer to return a call.

  12/2/24JM: Left a message for the consumer to return a call. 

  12/10/24JM: ******** returned a called stated he didn't need the help of the BBB at this time and the matter at hand is going to be handle by his attorney toward the (Builder of his new home). This complaint may be close at this time and if he has any other issues he will notify the bbb. 

   

   

  

  Business Response

  Date: 12/10/2024

  Date Sent: 7/15/2024 4:22:00 PM
  

  Mr. ****** rated our services on *******  Our response was as follows:

  It's understandable that you're frustrated. However, the conditions of your signed contract with us clearly state that you are responsible for all payments the insurance company does not cover. Unfortunately, your home was severely underinsured, leaving you with a significant balance out of pocket after the reconstruction was completed. 
  
  Additionally, any upgrades made through our subcontractor, LMR Contracting, were not approved by us, nor were they submitted for a revised estimate. Remember, your original contract was with us, not our subcontractor.
  
  Finally, there remains an outstanding balance for this project, and despite our repeated attempts and our owner's offer of a significant discount, we have not yet received payment. We are no longer making a profit on this project, and we only kindly request that you cover the base costs of our time and materials spent. 
  
  If you still have questions or wish to discuss your remaining balance, please call ************** when convenient. 

   

  12/10/2024 JM: I (**** *****) spoke with the home owner and he had decided after our conversation regarding his property that we was going to pursuit a lawsuit with the ( Builders of his home for the problems he is having). I offered to help him in anyway he wanted within the agreement of the contract.  The customer advised me that at this time his attorney has directed him toward the home builders to get this resolve. I would like for this complaint to be close as I have offered our services to get this matter resolved. 

• Initial Complaint

  Date:03/27/2023

  Type:Order 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.

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Sincerely,
  
  
  ******* **********

  

  Business Response

  Date: 03/28/2023

  PuroClean did not agree either in writing or verbally to reimburse any funds to Mr. **********.  Mr. ********** signed a contract with PuroClean for a set dollar amount and we fulfilled our obligation by successfully completing the project.  This was an insurance claim job where we submitted an estimate to the insurance company for approval. After receiving approval from the insurance company for our estimate, Mr. ********** signed our contract for a set dollar amount.  Again we completed the project and were paid the amount of our contract.  In this particular case, we actually did a few additional items not in the original estimate to make sure the job was done well.  In addition, we noticed that the furnace and hot water heater were damaged and were able to provide the insurance company the information necessary to have the carrier cover the cost of a new furnace and hot water heater (in excess fo $10,000.00). We are naturally surprised to learn of this unfounded complaint.  Mr. ********** made his complaint to the insurance carrier/adjuster as well and the carrier found in our favor.  Finally, PuroClean has been doing insurance related mitigation and repair work for over 13 years and has never made such an agreement with a customer and is not aware of any contractor who agrees to provide a kickback to the homeowner after being paid by the carrier the contracted amount of a fixed dollar contract.  Such a practice would be unethical and could be considered borderline insurance fraud.

• Initial Complaint

  Date:02/06/2023

  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.

  Recently I've been getting a lot of calls and emails from a puroclean service. I thought it was a mistake but when I was harassed by collections agency I looked into it. On September 2 2021 my property at **** *********** *** ***** ***** ** *****,that's currently being rented had a clogged drain pipe. On September 5, 2021 **** ****** fixed the drain and we have paid receipts. However on September 2, puroclean claimed they fixed the issue. First I am the insured person and the home owner whatever they claim I never authorized. My mother was at the house at the time and she let them in. Shes up in age but said she didn't ok any work or sign anything. The contract they have is not her signature. It says Jackie page . She always signs ********* so it must be a DocuSign or something. Nevertheless pictures of before were taken but work wasn't performed hence the fact **** ****** came out on September 5. I told puroclean I wasn't aware and didn't authorize a d they didn't resolve it but I would pay the trip charge up to 100 dollars. They are trying to bill me 1700 for something I would have done. I have a wet vac and emptied water from my mother in law spring 2021 so it doesn't make sense. I would like to have the emails and calls to stop and threats about court and liens to stop and the collection agency ******* ***** to stop. I really don't want to leave bad reviews of go on social media about the company or attorney general for consumer protection. I have copies of **** ****** but it doesn't show up clean being a yellow carbon copy. I appreciate your help. Feel free to reach out if you need more information.

  

  Business Response

  Date: 03/03/2023

  We did provide service and his mother did sign our contract.  I have attached relevant documentation.  Unfortunately we had to charge this off to bad debt expense.  What he says below is not true.  Please contact me at *** ******** for further details.

• Initial Complaint

  Date:12/20/2022

  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.

  I owned a house at **** ***** **** *** ***** *****. ******** Home owner insurance contacted Puroclean Emergency restoration Services to prepare the roof. They looked at the roof and I did not see anything that they did. That very same night it rained it was water coming inside my house. I contacted ******** informed them and they asked if I Knew someone who could black top the roof, but everyone I called stated that they do not do that anymore. I have since sold the house on **** ***** ***. and now live in Illinois I continue to receive letters from Puroclean Emergency restoration Services stating that I owe 672.90 for services that have not been renders. I continue to get this mail. I would like for them to stop contacting me on the invoice it states that I have until 12/28/2022. Stop contact.

  

  Business Response

  Date: 12/20/2022

  On February 22,2022 We were sent out by *** ***** for water
  mitigation. After inspection there were insurance coverage determinations that were still
  being decided. The insurance adjuster stated that she needed to have her roof tarped, but
  they were not covering that portion fo the claim at this time. We spoke with Ms. ****** and let her
  know that we could tarp her roof but that she would have to pay that part of the claim out of pocket.
  She agreed to pay and we made temporary repairs to her flat roof to prevent any more
  water from coming in. The work was performed (see pics) and the claim on the
  roof was eventually denied due to maintenance issues. Ms. ****** to this date has not paid for services that she agreed she would pay for.