Complaints

This profile includes complaints for 911 Restoration of Middle Tennessee's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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911 Restoration of Middle Tennessee has 4 locations, listed below.

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  911 Restoration of Middle Tennessee

  815 Lexington Circle Manchester, TN 37355

• 

  911 Restoration of Middle Tennessee

  105 Meadowpointe E Hendersonville, TN 37075-5918

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  911 Restoration of Middle Tennessee

  815 Lexington Cr. Manchester, TN 37355

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  911 Restoration of Middle Tennessee

  PO Box 1701 Manchester, TN 37349-4701

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:03/03/2025

  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.

  I hired 911 Restorations on 11/14/24 to repair a water leak that led to mold growth. I was told multiple times by the employee sent to my house to do the work, that this kind of stuff is covered by insurance and that he would come back when the insurance adjuster came by to make sure it was. They gave me an estimate of what it would cost and completed the work within a few days. The employee did return to meet with the adjuster and the adjuster approved all the work completed. When we got the invoice from 911, it was roughly $1400 higher than what insurance approved. After multiple back and forths with 911 Restoration and the insurance adjuster, I was informed by our adjuster to pay 911 the amount that he approved and not the amount they billed for. He said their prices were significantly higher than any other company and what his system approves. ******************************************************************* the customer. Our adjuster once again told us not to pay the difference. We then received a letter from 911's attorney stating that they had put a lien on our house for nonpayment of $1400. It did not state anywhere in the contract I signed that a lien would be placed against us for nonpayment. I have since paid the difference and have reached out to their attorney 4 times now with clarification about our bill. I had found an area where they charged us for something that wasn't completed and an area where we were charged twice for the same thing. The lawyer has yet to respond to me. This company made it seem like insurance would cover everything. They did not inform me at the time of service that their prices are significantly higher than what insurance companies reimburse. I have never in my life dealt with a company that does not work with the insurance company on price. They are now refusing to respond to my requests for reimbursement for the incorrect things I was billed for. I do not want this happening to anyone else and I want my refund.

  Business Response

  Date: 03/12/2025

  Thank you for bringing your concerns to our attention. At 911 Restoration, we take customer satisfaction seriously, and we appreciate the opportunity to address your experience.
  First and foremost, we sincerely apologize for any misunderstanding regarding the insurance coverage and billing process. Our goal is always to provide quality restoration services while assisting homeowners in navigating the insurance claim process. However, it is important to note that while we strive to work alongside insurance companies, our pricing is based on industry standards and not solely dictated by insurance-approved rates.
  

  Regarding your concern about pricing, our initial estimate was provided based on the scope of work required to properly address the water damage and mold remediation. While your insurance adjuster approved the scope of work, there was never an amount agreed upon.   This is not industry standard on a mitigation loss.  The final invoice reflected the full cost of the services performed, which, in some cases, may exceed insurance reimbursement. We understand that this may have caused frustration, and we regret any confusion about financial responsibility for the difference but it is clearly stated in our contract that was provided.

  With respect to the lien placed on your property, we follow standard industry practices to secure payment for services rendered. We apologize if this process was not clearly communicated at the time of service. Now that the balance has been paid, we will ensure that the lien is properly released.

  
  Additionally, we acknowledge your concerns regarding potential billing discrepancies. We take these matters very seriously and want to resolve them as quickly as possible. I believe we granted you the billing discrepancies that you brought to our attention. We apologize for any delay in response from our legal team and will follow up to ensure you receive the clarification you need.
  

  We value your feedback and understand how important transparency and communication are in situations like this. Our team is committed to working toward a fair resolution, and we appreciate your patience as we address your concerns.I believe your insurance company has now made you whole for the amount due and you are no longer out of pocket.    

  I want to thank you for taking action with our insurance company to get this issue resolved.   

  Sincerely,
  

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