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:05/02/2025

  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.

  Secure Restoration performed crawlspace insulation in my home in 2024. Twice I have asked them for a copy of the contract we signed as well as receipts for the several payments we made. They do not respond. Can you help?

  

  Business Response

  Date: 05/07/2025

  We will send a response to the home owner by postal mail.

• Initial Complaint

  Date:03/20/2023

  Type:Sales and Advertising 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.

  Ok 11/12/2022 Secure Restoration (SR) came to my home and while a sales rep spoke with me indoors, two young men placed a tarp on my roof - over half of which was hanging off the back end of the roof, blocking the back exit. The SR sales representative led me to believe the charge for the service call would be $205.00 but, when I offered to pay, she told me to “wait for an email.” Two days later, I was billed $1,380.00 - that included $385.00 for a service call & $995.00 for ‘Labor-60x40, 10 sand bags.
  
  I disputed the bill but SR has enlisted a law firm to place a lien on my property, demanding payment in full within 30 days.
  
  SR has a real deceptive way of conducting business - they placed a tarp on my roof without my knowledge or consent - then charge $995 for less then 15 minutes and about $130 worth of materials (I.e. tarp & sand bags). They indicate a fee 0f $205.00 then - two days later - bill for $1,380!
  
  FURTHERMORE, the SR workmen did not follow OSHA STANDARDS - They placed a tarp over wet leaves, which they said were the problem, they placed a plastic tarp directly against and under a metal fireplace chimney, and both workmen leaped off the roof rather then use the ladder! Placing plastic over wet leaves only furthers the problem, certainly does not qualify as a “restoration” and covered, rather then, repair the problem!

  

  Business Response

  Date: 03/20/2023

   Mrs. ***** called us after hours on November 12, 2022 for an emergency roof tarp for a leak entering her home and possible mitigation and dry out services if needed.  She DID sign a contract complete with our standard price list.  We installed a roof tarp with sand bags to secure them and recommended mitigation services.  She declined further mitigation services for what is reflected in our notes as financial concerns that her insurance company may not cover the cost.  That invoice was sent on November 14, 2022.  For three months she ignored the invoice in what appears to us to be an attempt to complete theft of services.  It was only when we filed a lien that she responded.  It is unfortunate that she has let the situation escalate to this point and the only reason she is filing a complaint is to avoid paying a bill that is due.  If she had an issue with an invoice or services performed she would not have avoided a bill and waited over 3 months to have that "issue."   The photos that she took are not a reflection of how we left the property after a temporary tarp.  Our photos show how it was left.  If Mrs. ***** left a temporary tarp up for months and did not complete her needed repairs it is entirely possible that the tarp now looks like what she shows.  Tarps are a  temporary measure to prevent further damage from entering the residence through the roof and do not constitute a repair or restoration. We have also attached Mrs. *****'s written response to our filing a lien.  Please notice that it contradicts not only the entirety of her complaint but her signed documents and the photographic evidence.  We have attached her signed contract with pricelist, photos of the tarping, Mrs. *****'s response to the lien and our response to her response.  Mrs. ***** sent her letter and then refused to accept service for our return response (still without lodging any complaint about services rendered).

  Customer Answer

  Date: 03/21/2023

  
  
  I am rejecting this response because:
  
  It is dishonest. I(1) I called SR at apron. 3:00 pm on a Friday. The responded and were open. (2)  I never authorized SR to place a tarp & sandbags on my roof!  (3)  I was told by the SR Representative the service fee was $205 and I offered a check but she refused payment.   No other labor or materials or services were requested or accepted.  Two days later SR sent a bill for $1,380 dollars without any specific detail or explanation.  
  frankly it is entirely inconsequential when I decided to file my complaint. this company is a SCAM. I will ll detail exactly what occurred at my home that day in Court. 

  

  Business Response

  Date: 03/23/2023

  Unfortunately this response from the consumer is inaccurate or intentionally dishonest .  The call was on a Saturday. We have the phone records and logs along with all of our signed documents.  We will continue with the court process and file to foreclose on our lien. It is unfortunate that the consumer is forcing this stance but our position will be upheld by the courts.