Complaints

This profile includes complaints for 1st Call Disaster Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  1st Call Disaster Services

  PO Box 472 Hebron, KY 41048-0472

• 

  1st Call Disaster Services

  1020 Arbor Tech Dr # C Hebron, KY 41048

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:07/03/2023

  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.

  I went to First Call on 5/22 to pick out my flooring. I was there no more than 45 minutes. Kyle wanted to install the new flooring over my existing flooring, which had some damage. I did sign a contract to proceed. However, the more I thought about just putting the new LVT on top of the damaged LVT, the more it didn’t sound right. Why would you put new flooring on top of damaged flooring? I called as soon as they opened the next morning and told them I wanted to cancel and asked if I could pick up my check. I was told no because it had already been deposited. I was told I would have to wait until Friday and they would write me a check for the full amount, $3115.25. I asked twice if I would get my full refund since it was less than 24 hours that I signed the contract, and was told I would get the full amount returned. When I picked up the check on Friday, it was written for $2615.25. They kept $500. The owner said that was what he charged for my 45 minutes in the office, but if he wanted to, he could have charged 10%. Note: no materials had been ordered.
  
  I have attached a copy of the contract I signed, which clearly states the owner has a 3 day right of cancellation. When I told them I wanted my money back, I was told they never heard of the 3 day right to cancel, and they kept my money.
  
  Can you please help me get my money back? I spoke with Shane, the owner of the company, and he was very rude. Again, he told me he never heard of the 3 day rule, even though it’s clearly written in the addendum to the contract they had me sign.
  
  When they wrote my receipt, my last name was wrong. See attachments.
  
  I live on a fixed income, (social security), and that $500 is a lot of money to me.
  
  I appreciate any help you can give me,
  
  ****** *******

  Business Response

  Date: 07/10/2023

  My apologies as I have just returned from vacation and am reviewing emails.  We will happily respond in 1-2 business days as I have to pull the file.

   

  Respectfullly,

  Shane

   

  Customer Answer

  Date: 07/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** *******
  

  Business Response

  Date: 07/11/2023

  To Whom It May Concern:
  
  1st Call Disaster Services takes each inquiry seriously and as such we are providing support information regarding our position as it relates to the party filing a complaint.  We have been in business since 2007 and have consistently maintained a 97% customer satisfaction rating and have no intention of allowing that level of service to be compromised.  Restated, we take each complaint seriously and view it as an opportunity to improve and check up our core values:
  
  Complainant:  ******* *******
  
  Nature of Complaint: Billing Inquiry
  
  Attached Support Documents: Service Agreement
  
  The Property Owner (PO) has filed a complaint stating that the minimum charge for the PO's project is unreasonable and that 1st Call Disaster Services (1CDS) should not charge for services rendered.
  
  Material FACTS that must be taken into account:
  
  The PO is correct in the fact that 1CDS charged a minimum of $500 for the services rendered which included, but were not limited to, time with our project managers to make selections and discuss processes, time at the residence assessing the damages, time for estimating and then coming to an agreement with the insurance carrier on an acceptable invoice amount, etc. 
  
  It is true that the PO showed BBB a PORTION of the contract that was signed by the PO on 5/22/23.  1CDS has attached the remainder of the contract for BBB's records and underlined pertinent information that needs to be brought to attention.  
  
  It is true that 1CDS is a business that has to operate for a profit that is fair and reasonable and does not provide services at no cost.  Thereby 1CDS has disclosed and included this provision in our contract.
  
  Therefore the $500.00 charged to the account of the PO will remain and has been paid in full as of the date of this letter.  Please note that 1CDS, by contract, could have presented a much higher invoice as the money paid out to the PO amounted to: $9914.29 (10% would have equaled $991.43).  Moreover, by contract 1CDS could have pursued up to $3,000.  This seemed unreasonable therefore 1CDS simply recovered a minimum charge, which again is reasonable and customary.
  
  1CDS apologizes for any perceived rudeness on our part.  However, once the caller has made it to our owner's phone after speaking to others in the office offering colorful comments, including the f-bomb, yes, I (the owner) tend to listen but protect my staff as 1CS does not tolerate unkindness from our staff nor from any customer.  1CDS is happy to have reasonable and kind conversations regardless of the desired outcome.  
  
  Please let me know if I can be of any further assistance.
  
  Respectfully,
  
  Shane H******
  General Manager, 1st Call Disaster Services

  Customer Answer

  Date: 07/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ****** *******

   

  i would like to dispute the owner stating that I used colorful words, including the “f-bomb”.  This is entirely untrue.  I don’t EVER use the “f-bomb”, nor do I ever use colorful words when trying to resolve issues with anyone, on the phone, or in person.  My parents taught me how to treat others with respect.  Can Shane present that conversation he is referring to?  If the ladies that work in the office are permitted to tell the truth, they can tell you I was not rude, nor did I ever use colorful words, or the “f-bomb”.

  I don’t see any response explaining why your company wanted to just cover up the damaged flooring with the new LVT.  That is not the work of a true professional.

• Initial Complaint

  Date:06/09/2023

  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.

  2/2023
  A tree fell on my home and through the insurance claim 1st Call came out on a scheduled call. They came out changed the call to an emergency call and did some patch work.
  They tried to bill me 824 dollars with an estimate. I asked for a invoice and they just sent me the estimate again.
  I became suspicious, as the work they did was 15min and not skilled labor, so i contacted statefarm and alerted them to the cost. I was told by statefarm that the amount was not to be paid.
  SF said you can't change a scheduled call to an emergency. The agent then told me that they got nasty and hung up on him.
  3/17/2023
  Received another email/estimate with a collections threat. I asked for an invoice they never responded.
  3/28/2023
  Received an email, again asked for a invoice and informed them I spoke with SF and was told not to pay 824 and I need an invoice with the approved amount. No response
  6/9/2023
  Told if I didn't pay 824 by the 16th they would place a lien on my property.
  If I owed the money they would have sent the invoice but they know I don't owe 824, it's more like 174.46.

  Business Response

  Date: 06/23/2023

  Good evening,

  
  Please see attached in regard to complaint # ********* Please feel free to reach out should anything additional be needed.

  
  Respectfully,
  Melissa T******
  Production Manager
  1st Call Disaster Services

  
  

  Customer Answer

  Date: 06/27/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. 

  1)Threats made to collect a debt not owed.

  2) Zero contact after correct amount was attempted to be paid. 

  3) They are dishonest and should be seen as such. 

  4) Copies of a statement from Statefarm vs their fraudulent attempt to collect money not owed.

  It's a situation that was very stressful and they made it worst, and are trying to act like I'm wrong for not paying them 4xs the approved amount from my insurance company 

   

  
  
  Regards,
  
  
  
  ****** ******