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:04/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 house fire on March 11, 2024, Class One Restoration was on scene immediately and assured us we would be taken care of. I should have listen to my gut and the red flag comment made by the owner **** when he said most people just use their content money for things. They constantly delayed the house project by having weeks of no work on the home. When I asked about this, it was constant excuses of oh they were supposed to be there or let me look into this. Then no response. When I asked about changes to the house I was told it would be ok we will get it covered or that will be extra I was aware of most things extra. I did disagree with some extra chargers at which point my husband would do the work then. There are some items in my home I did not agree to the extra chargers such as my windows and sliding door. I agreed I wanted the color black but I never actually picked the design or agreed to the large price difference they are charging. Now after a year of work and me being on them literally every week to get the work done. We are back in our home and we are not agreeing on the amount of money owed to them and the amount of money owed to myself. I was just told today, even though it is not listed on my overage/change order that I have been sent multiple times, that the reason our prices are different is because I made changes to the house. Again, very sneaky company and dishonest along the way. Infact, they were caught trying to keep money on this project for work that was never completed and when I addressed that they were like what work are you talking about and they are the company who made the estimate and sent it to the insurance company. I just need this to stop and be done. I have had such an incredible increase in my anxiety which is affecting my life and I just need them to be out of it at this time.

  

  Business Response

  Date: 04/10/2025

  At ClassONE, we are committed to upholding the highest standards of honesty, integrity, and transparency in all our interactions. We sincerely regret that a recent customer experience did not meet these standards, and we appreciate the opportunity to address this matter. We acknowledge that the concerns raised resulted from internal miscommunication and improper implementation of established processes. We are actively engaging with the customer to resolve their concerns and ensure their satisfaction. ClassONE takes full responsibility for any shortcomings and remains steadfast in our commitment to achieving 100% customer satisfaction. Thank you for your understanding and trust in us as we work to improve our processes.

  

  Business Response

  Date: 04/21/2025

  As a final response to Ms. ****** ******** complaint, ClassONE would like to clarify the situation and explain our actions. Initially, Ms. ****** received $273,535.67 from her insurance company to cover fire-related repairs to her property (Exhibit A, Page 25). Insurance only covers restoring the property to its original state, but customers often choose to pay additional out-of-pocket expenses for upgrades, such as improved flooring, windows, and fixtures. Ms. ****** decided to do this, opting to use her extra insurance funds designated for replacing personal contents to cover the upgrade costs. This practice is quite common and even sometimes necessary to allow for an additional budget to cover upgrades. 
  
  As a result of her request for several upgrades outside of what insurance would cover, she and ClassONE signed a rebuild contract totaling $296,486.44. This left Ms. ****** with an extra cost of $22,950.77 (Exhibit B, Page 1), a detail that was clearly communicated before the contract was signed, as evidenced by the herein (Exhibit C). 
  
  We strongly deny any claims that we exploited Ms. ******* emotional state after the fire or misled her at any point. We believe the disagreement arose because Ms. ****** exceeded her budget, which led to dissatisfaction with the final invoice and concerns over the charges for the agreed-upon upgrades. 
  

  To resolve this matter amicably, and without admitting any wrongdoing, we have issued Ms. ****** a credit of $37,500. This amount covers $22,950.77 for the legally binding contracted upgrades, $4,549.27 for additional post-contract upgrades completed without a formal change order (acknowledging our oversight), and an extra $10,000 as a goodwill gesture. As a result, Ms. ******** revised final invoice has been fully settled. 
  
  We trust that these actions demonstrate ClassONE's dedication to addressing her concerns and ensuring client satisfaction. We take pride in delivering high-quality work and believe Ms. ****** received it (Exhibits D). We wish Ms. ****** and her family the very best in their new home, and we will continue to address any concerns they may have hereafter. 

  Customer Answer

  Date: 04/25/2025

  I did not reply initially related to having surgery. 
  yes the issue has been resolved. 
  

  I think that the company has missed the bigger picture complaint which has been the poor workmanship from there are subcontractors and the communication with their estimator / general contractor which overall is the biggest issue.

   

  Overall im glad that this is over and done with because it has caused so much unwanted and unnecessary stress and anxiety. In fact to this day, there is still unfinished work to my house.  

  
  

• Initial Complaint

  Date:01/10/2025

  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.

  On August 18th 2024, My barn sustained fire damage. I was told about ClassOne from a fire chief. **** ****** (Owner) and his employees came out the next day to assess damage.ClassOne sub contracted CRDN of ************************** for cleaning.I was told by both companies, many times, that they have never seen an insurance company deny and that they should get started right away. I stated that we were not doing anything until i had confirmation. ************** came out and had to push the claim up(large claims).I was given verbal confirmation to start clean up. CRDN came in the following day and started cleaning the smoke damage as well as sending out items off site for cleaning.On the third day i contacted ClassOne to inform them that i did not Want CRDN to return because of finding personal items thrown out and lack of honest communication.ClassOne reluctantly informed CRDN that they were not to return to the property. At this point, we decided that we were going to finish the cleanup ourselves. Myself and my insurance company asked for detailed billing invoices which we never received from ClassOne. The amount of $9600.40 for "Structural Cleaning Activities" was Paid October 13 2024, as well as Dumpster Fee of $300 was paid to ClassOne. They also provided a chemical outdoor toilet that was paid for. Activities included Contents Evaluation for 5 billed hours and Cleaning Technicians-including cleaning agent per hour at 139 hours. These hours were provided by **** on a time sheet. On September 27th, I texted **** of ClassOne to confirm that we were all paid up except the tonnage of the dumpster. He confirmed that we were all paid up. On December 4th **** from ClassOne, forwarded an email and invoice from CRDN to me. This appears that they are trying to "double dip" . ClassOne has been very quiet about trying to fix this even though ive shown them the issues with billing.. All for $99.00.40. My resolution request is to have ClassOne pay CRDN as they requested.

  

  Business Response

  Date: 01/26/2025

  On August 18, 2024, ClassONE Property Restoration received a service request from Mr. ***** ******* the proprietor of the property located at **************************************. He sought an expert assessment of fire damage sustained in his garage, which had consequently caused pervasive smoke and soot damage throughout his entire property. Upon our arrival, we conducted a thorough evaluation and determined that both structural cleaning and content cleaning were needed to restore the property and its belongings to their pre-loss condition. We immediately communicated these findings to Mr. ****** and assured him that fire-related structural and content cleaning are standard claims generally covered by insurance policies.
  
  Recognizing that Mr. ****** may be unfamiliar with the claims process, we took the initiative to provide comprehensive guidance and education, consistent with our commitment to all clients. We also stressed the importance of promptly addressing soot removal on specific surfaces and materials to avert further damage. No agreement was formalized during our initial visit on August 18, 2024, ensuring Mr. ****** had ample time to consult with his insurance agent and carefully consider his options. Subsequently, on August 19, 2024, after conferring with his insurance adjuster, Mr. ****** executed an Emergency Work Authorization Agreement, allowing ClassONE Property Restoration to proceed with the structural cleanup only to help preserve, protect, and secure the property from further damages (refer to Exhibit A).
  
  On August 19, 2024, ClassONE Property Restoration subcontracted the structure cleaning contract to ****, aligning with our standard practice for most structural cleaning assignments. The evaluation and structural cleaning services were billed directly to ********************** provider, *************** by ClassONE on August 30, 2024, upon completion of the services. These services encompassed boarding up the structure, and cleaning windows, doors, walls, and floors. Additionally, the emergency services estimate submitted to the insurance company included provisions for a temporary restroom facility (refer to Exhibit previously provided by consumer). This emergency estimate received approval from **** on September 12, 2024, for a total of $9,600.40. ClassONE subsequently processed payment to our subcontractor, ****, fulfilling our obligations as the primary contractor for their structural cleaning services. Following this transaction, Mr. ******** job file with ClassONE was documented as having been paid in full (refer to Exhibit C).
  
  On August 21, 2024, **** and Mr. ****** formalized a separate contractual agreement by signing a Work Authorization specifically for content cleaning services. This agreement was established independently, outside the ClassONE framework, as ClassONE specializes solely in structural restoration and does not engage in content cleaning. Mr. ****** coordinated directly with his ************** adjuster, Mr. **** ******* along with CRDN, to address the necessary content cleaning requirements [refer to Exhibit D].
  
  The timesheets and hours reported by ClassONE were strictly for structure cleaning services only, as previously indicated. In contrast, **** submitted hours to Mr. ****** specifically for content cleaning and evaluation services. The variation in recorded hours is due to the distinct types of services each provided. **** secured direct authorization from Mr. ****** for the services they rendered, which did not require processing through ClassONE [refer to Exhibits E, B and Exhibit previously provided by consumer].
  
  Hence, Mr. ******** claim of 'double dipping' lacks basis, as ClassONE and CRDN performed separate services, each issuing its own invoices for their respective work. **** has been in discussions with Mr. ******** adjuster regarding outstanding payments and has updated ClassONE on their attempts to address the issue, which arose from a misunderstanding concerning billing entities and services not submitted.
  
  Besides ClassONE informing Mr. ****** about the two different contracts, services, and invoices, his Erie adjuster also clarified the unique services and corresponding invoices to him. All parties involved have taken sufficient steps to detail the invoicing process to Mr. ******* addressing his questions and concerns (refer to Exhibits G and H).
  
  Erie has confirmed that Mr. ****** received the necessary funds to fully cover the services provided by both ClassONE and CRDN. Therefore, Mr. ****** should not owe anything out-of-pocket beyond his deductible. Any decision by Mr. ****** to withhold or refuse payment to **** from these funds is solely at his discretion, as his insurance company has already reviewed and approved the scopes of work and paid the invoiced amounts (refer to Exhibit H). If Mr. ****** wishes to retain some of these funds allocated for content cleaning services due to concerns about the quality or accuracy of content cleaning services provided, he must address this directly with CRDN, since his insurance has already issued the payout.
  
  ClassONE maintains a positive relationship with Mr. ****** and has actively engaged in ongoing communication with him and CRDN to ensure transparency and resolve any misunderstandings. Mr. ****** has fulfilled his financial obligations to ClassONE for completed services, and ClassONE has accordingly compensated CRDN for the structural cleaning services rendered. ClassONE holds no responsibility for the content cleaning services performed by **** or any errors in their billing to Mr. ****** or his insurance company for those services. ClassONE extends its best wishes to Mr. ****** for a favorable resolution involving him, CRDN, and *************** We remain committed to addressing any concerns pertinent to ClassONE's services.
  
  Respectfully,

  ******* ******* CEO ClassONE Property Restoration, Inc.