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:01/10/2025

  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.

  On August 18th 2024, My barn sustained fire damage from a faulty battery. I was told about ClassOne restoration. ******** came out the next day and sub contracted CRDN to clean up. CRDN started and i fired them after 3 days due to bad communication and disposing of items that were not damaged. We decided to finish the project ourselves. ClassOne Billed me and we paid it. CRDN then billed ClassOne . ClassOne pushed CRDN to me saying i needed to pay them. CRDNs billing for man hours and then billing again to have individual items cleaned by the same technicians. The hours billed to me were also more than the ones billed to ClassOne. This appears to be a case of double dipping. I informed **** that i already paid ClassOne.

  Business Response

  Date: 01/21/2025

  The homeowner is correct that Class 1 Restoration paid the invoice for the hours spent cleaning the structure of the barn. The hours on the time sheet are for the structure cleaning services that were provided. There is a second invoice in the amount of $17,791.52 is for the contents cleaning part of the claim. **** provided cleaning services for both the structure and contents part of this claim. I have spoken to the adjuster at ************** and he confirmed that he has paid the homeowner for both the structure cleaning invoice and the contents cleaning invoice, therefore directing CRDN to collect the balance owed from the homeowner.

  I think the homeowner is misunderstanding that the claim has 2 parts, 1 for contents, and 1 for structure. The structure part is paid in full for CRDN, however the contents part has not been paid to CRDN and the amount of $17,791.52 which was paid to the homeowner by ************** is still outstanding. I suggest that the homeowner refer to his adjuster at **** for clarification. 

   

  Customer Answer

  Date: 01/21/2025

  I also spoke to my adjuster. He indicated that **** contacted him about an agreed upon restoration fee amount. My adjuster informed me that ************** did not agree to a cost from **** and paid me the consumer directly what Erie was going to cover. With that said. If that is the second bill, it is OUTRAGEOUS in what you are charging and double billing for 3 days . It doesn't add up for the number of people and what was done. 

  
   Complaint: 22793539
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/12/2024

  Type:Product 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 2024-presentI want the return of our property and all textiles along with refund for damaged, shrunk, and discolored items and clothing, shoes, etc. They also charged for items that do not exist on the insurance invoice. They refuse to give us our belongings even though State Farm has issued payment. CDRN agreed to inspection and delivery of our belongings and textiles to take place on March 11, 2024 but refused to return and stated they were keeping our property.

  Business Response

  Date: 03/25/2024

  We spoke with the customer and her State Farm adjuster on the phone on March 5, 2024. The discussion included the initial alleged damage items, the plan to return the remainder of the items, address any further issues that *** arise and payment for services provided.  We confirmed with the State Farm adjuster that the customer would have the two party check from State Farm to pay for our services for the agreed upon March 11 meeting.  We received notice from State Farm prior to the meeting that the customer had the two party check cancelled and reissued in her name only.  

  On Monday March 11, 2024 we went out to the customers home with all of her items.  Upon arrival we asked about the check and she refused to provide payment.  We turned and walked back to the truck and let her know that we needed payment for services before returning all of her items. 

  Per our signed work authorization we expect full payment for our services at time of delivery.  This has been turned over to our legal counsel and will be addressed in the courts.

   

• Initial Complaint

  Date:11/09/2023

  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.

  I lost my home to a tornado on Aug 7. ***** insurance is my home owners and they referred me to CRDN. CRDN was out on Aug 10 to speak with me and do paperwork. I was told that the fees would be covered under my insurance policy. CRDN came out and collected my belongings that needed cleaned. I never got a quote or estimate on the cost prior to them cleaning my belongings. There were lots of things I would have rather trashed then paid them $50.00 to clean. I was told by workers that I would get a detailed list of my inventory along with pictures. I never received a detailed list or pictures but when I started emailing trying to get answers I got an inventory list that is not detailed and the pictures are pictures of the labels they placed on the boxes. My entire list also clearly says "NO" next to each item that states if it was cleaned. I emailed and asked company why the things say they weren't cleaned but they are saying that everything was and why I never got a estimate to approve prior to cleaning. I have not got a response CRDN.

  Business Response

  Date: 11/30/2023

  Please note that I just received the first letter from BBB dated November 9, 2023 on Monday November. 27, 2023 and I received the second letter from BBB dated November 25, 2023 yesterday November 29,2023. Please accept this as my response to ********************** complaint. I have added the first attachment which is the authorization ***************** signed to allow us to preform services. This document gives CRDN authority to invoice the insurance company, however also acknowledges that the homeowner understand that they are responsible for any charges that the insurance company does not cover. I understand there has been some coverage limit issues and that ***************** has hired a Public Adjuster. We provided a verbal estimate upon the initial walk through and it was never requested to provide an estimate in writing. Please disregard the word "no" as this is a clerical mistake and they have not logged in the billing program that the items are completed. This program is fro billing only and we do not use it fro our warehouse tracking. All items have been cleaned and placed in storage and ready for delivery when payment can be provided.  The adjuster at **** and I have been trying to accommodate these limit concerns and CRDN has waved all storage to date and given a $4,000.00 deduction to the original invoice. ********************* items remain in CRDN storage and we are prepared to deliver at any time. 

  Customer Answer

  Date: 11/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I was NEVER once given a verbal estimate. No way would I have ever approved to continue with cleaning my items knowing a cost like this. I had lots of family and friends willing to take clothes and items to clean. I was told repeatedly by 2 employees that CRDN would take care of it but never expressed the high charge it would have. Like I said previously lots of things would have been trashed or could have been replaced cheaper. I had even contacted employee about appliances I was told they were taking which they never did and I never got an answer as you can see in my attached messages. The company never even got a porta ******** for the workers so the first few days the ladies were driving to a gas station to use a bathroom until we left them use my mom's bathroom then find find drink bottles from the men that were just using them to pee in and leaving them lay along with the neumorus smoke breaks that were taken that I was charged for their time. 

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

  Customer Answer

  Date: 12/16/2023

  Please see highlighted area. CRDN originally stated an estimate of $10,000.00 to my insurance company. How can an estimate more the triple in cost? I made a complaint and the attached was my insurance company response that I received yesterday. 

  Business Response

  Date: 01/12/2024

  Good afternoon. I would like to start by stating that the
  timing and mailing of these letters has been delayed extensively by the postal service. I did receive the letter mailed on January 1 on January 10. By this
  time the case was already closed. I want to let you know that we are still working
  with the insurance company and the insured on the billing. Unfortunately, the
  system that **** Insurance uses is new to us. We have been working with many companies,
  including ********* to educate us on how this gets processed. We do apologize
  for the delay in this.

  CRDN is all about customer services and making sure that the customer is satisfied. We understand that a major event has taken place in the insureds home and we are there to help. I am not sure who she spoke to about high charges or taking the appliances. I can assure that it is  normal for our company to take and remove the appliances from the home. Also, we do not have control over the pricing of cleaning items. The insurance company has it's own price list. I can tell you it is not customary for us to put porta johns at the home for our employees. Our employees know they can run up to the store if need be use the restroom. I will be looking into the job to find out what crews were onsite and address this issue. I have never received a complaint like this in the 10 years I have been here.  

  In closing I would like to let you know that a final invoice was drafted in ********* (the pricing program that **** Insurance uses) and sent to the adjuster on 1/10/2023. We are awaiting the approval from the adjuster to submit payment. Once this is all buttoned up our next phone call will be to the insured to schedule the delivery. We this resolves any issues between the customer and BBB. Please let me know if you have any further questions. 

  Customer Answer

  Date: 01/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because: First of all I spoke to Sean the very first time and who is who informed me that there was first an $11,000.00 dollar mistake made by something but entered incorrectly into the system. All further corespondent has by by email so as to have record of everything stated. I have been in email corespondent with ********* and ******** who I have been asking to see copies of two estimates that **** states they received from CRDN but I have not been provided with these estimates. Secondly I understand that you take appliances,MY complaint is that I was told you would be taking mine but you never did. Even after I text messaged your employee ******* and was told someone would be in touch and I never received a call. I have proof off text message between employee and myself. My washer sat with dirty water in it and fridge is completely mold covered. I also referenced the Porta ***** only due to a gentlemen that stated to be a supervisor said he was requesting one for the crew to use. 

  I have sent multiple email requesting two particular invoices that **** claims they received from CRDN and rather then get a response back to my email It just get disregarded and I get no response. I was also told by employees and even states in contract papers that I would be provided an inventory list with pictures of my belongings. The pictures included in my file are pictures of the stickers placed on the boxes. 
  
  
  Regards,
  
  
  
  ****** *******