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:11/11/2024

  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.

  Hired this company to perform water mitigation after a toilet leak on Sep ******. They advertise themselves as insurance claims specialists. After the job was done, they billed us $36 k for a water restoration job that lasted 4 days. My insurance company reviewed the claim twice and decided the work was actually only worth $9500 based on the usual going rates for this type of jobs. In reviewing the invoice line by line, it looks like Restoration Doctor charges about 4 x the rates that other companies do and they do not actually work with any insurance company. If they were, they would not charges those outrageous rates. They just send you the bill and resort to debt collectors to get their money. This is predatory practice by misrepresentation as "claim specialists" and billing overly inflated charges. The workers they send to your house are not helpful in explaining anything and one needs to contact their manager.This type of business practice should cease to exist. All consumers must be made aware of this company's business model so they would stop hiring them.

  

  Business Response

  Date: 03/06/2025

  Our contract with the home owner is attached. They agreed to cover all costs and seek reimbursement from insurance. They have paid there invoice in full and need to take legal action against there carrier to be reimbursed as the insurance owes for all costs incurred. Insurance carriers do not set contractors prices and must cover this customer in full as all of our charges are valid and standard. We have supplied the customer with dozens of recently paid in full invoices from all of our customers. This job should be no different. The issue lies between the home owner and their insurance.

• Initial Complaint

  Date:10/01/2024

  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.

  In May of 2024 ******************** (Restoration Doctor) came to our home to do water damage cleanup. We were working with our home insurance Farmers to fix the situation. During the Summer of 2024 Farmers tried repeatedly to contact the company for an explanation of the bill so they could pay the bill. On 9/9/24 we received a letter from an attorney stating ******************** (Restoration Doctor) had reached out to them regarding collection of the amount $13,172.57. On 9/9/24 we contacted our Farmers asking why the bill had not been paid. They made several attempts to contact ******************** (Restoration Doctor) between 9/9-9/30 to receive clarification as to why they would not return the calls of the 3rd party who Farmers had hired to mitigate the situation. The 3rd party hired did a mitigation audit report on the bill and determined the vendors original invoice was $8,386.96 over the recommended payment amount of $4,785.61. On 9/30/24 we were informed by Farmers since the company would not negotiate or provide further justification of their bill Farmers would not be allowed to pay anything more than the amount the mitigation company recommended. We are formally disputing the validity of this debt because the company grossly exceeded the recommendation from the 3rd party, which was based on the scientific formals for calculating water volume, weight, evaporation rate, humidity ratio, and water intrusion. They also grossly exceeded the going rate for similar water damage restoration projects in the area. They also falsely advertises on their website; We Accept All Major Insurance Companies Including: Allstate, ****************** ************************, Progressive, and StateFarm. Farmers said they have been many attempts to have them remove Farmers from their website. We are also not the first homeowner to have them grossly exceed the recommendation from the mitigation review company. They take advantage of people in need and trusted their website.

  

  Business Response

  Date: 11/04/2024

  Dear ** and **s ******* and BBB,
  
  We appreciate the opportunity to respond to this complaint and provide clarity on the matter.
  
  Obligation of the Insurance Carrier to Cover Costs
  Under the terms of [Customer's ***************** policy, the insurance company (Farmers) is obligated to cover all reasonable costs incurred for services rendered as part of this water damage restoration project. ******************** (doing business as Restoration Doctors) provided essential emergency services in a timely and professional manner, helping prevent further damage to the property.
  
  Prompt Communication with the Insurance Carrier
  Within 24 hours of beginning our work, we submitted a detailed breakdown and estimate to ****************** along with a request for any feedback on May 23rd (SEE ATTACHED). Despite our proactive communication, we received no objections or requests for clarification from Farmers during the work period. However, weeks after completing the job and submitting our final invoice, Farmers attempted to negotiate our pricesa request that was outside the scope of our contract with ** and **s ******** on June 11th (SEE ATTACHED EMAILS). Our contract clearly states that there is a window to request edits or modifications to the invoice, which had already passed.
  
  Non-Negotiable Invoices & Detailed Documentation
  Restoration Doctors does not engage in post-completion price negotiations as we are not licensed adjusters and it is illegal for us to do so. Our invoices reflect our rates, which are competitive and in line with industry standards. We will provide this by providing over 100 recently paid in full invoices with all of the same line items and charges. Moreover, we went above and beyond to justify and document all of our work using detailed moisture maps, moisture readings, photos, measurements, blueprints, and comprehensive descriptionsfar exceeding the industry standard requirements. This documentation accompanied our final invoice, providing all necessary support for the charges incurred.
  
  Other Farmers Claims Paid in Full
  Its worth noting that this is not an isolated situation with Farmers. We have handled several recent claims where similar issues arose, and ultimately, after reviewing our contract and understanding that the insured had incurred these costs, Farmers paid the invoice in full. We have supplied invoices from these recently paid claims to ** and **s. ******* as proof that our charges are reasonable and consistent with industry standards.
  
  Insurance Carriers Role in Setting Scope, Not Price
  As a vendor, we are responsible for setting our prices based on our operational costs, which include labor, materials, overhead, profit goals, demand and market. The insurance carrier has no authority to set our prices; they can only dispute the scope of the work if they believe it to be unnecessary. Our prices are transparent, reasonable, and verified by the full payment of similar invoices by various carriers, including Farmers.
  
  Third-Party Auditor's Role and Limitations
  The third-party company referenced in this complaint was not present at the job site and did not participate in or oversee the work performed. Instead, they reviewed our photos and invoice and produced a much lower estimateessentially taking our detailed documentation and repackaging it at a reduced rate. This third-party company has garnered numerous negative online reviews (see attached), as it is often used by carriers to reduce payout amounts rather than fairly assess the scope and quality of the work completed. We encourage ** and **s ******* to review this companys reputation online for further context.
  
  Following the Insurance Policy
  We have stated multiple times to ** and **s. ******* and their insurance carrier that if the policy explicitly requires us to adhere to a particular price list or work with a third-party estimator, we would gladly adjust our invoice to align with those stipulations. However, we are confident that the policy does not include such requirements, meaning these are merely requests from the insurance carriernot obligations. In the absence of policy mandates, we will adhere to our contract with the insured, which protects their right to be reimbursed for the full amount they have incurred.
  
  In conclusion, we stand by the services we provided and the charges incurred by the insured, which are well-documented, fair, and within industry standards. We urge ** and **s ******* to communicate directly with Farmers regarding their responsibility to cover the costs in full, as required under their policy. Restoration Doctors fulfilled our contractual obligations and documented the work thoroughly, and the remaining balance is solely due to the insurance carriers refusal to pay for all costs incurred by the insured.

  We suggest the insured forwards the demand letter the thier carrier and demands they abide by the policy and send payment in full.

  
  Please feel free to reach out if you have any additional questions or require further documentation.

   

  ATTACHED:

  1. ******* CLAIMS (NOT A LAW FIRM) ****** REVIEWS

  2. MAY 23RD EMAIL TO FARMERS WITH ESTIMATE - MAY 30TH WITH FINAL INVOICE - EMAIL BACK FROM FARMERS ON JUNE 11TH WITH NEGOTIATION EFFORTS.

  3. SIGNED CONTRACT WITH **************** STATING WE WILL NOT WORK WITH THIRD PARTIES HIRED BY ANY CARRIER WITH THE SOLE PURPOSE OF REDUCING OUR INVOICE AND CONFUSING THE INSURED,
  
  
  Sincerely,
  
  
  ******************** DBA Restoration Doctor

• Initial Complaint

  Date:08/08/2024

  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.

  We hired Restoration Doctor on July 9 to do mediation work on our house after water damage from a large leak. On their website, they advertise that they work directly with insurance to take care of any paperwork, and when they arrived, they told us they work directly with our insurance company (Travelers) implying that they are in network. We agreed on a verbal estimate of 3-4k but they did not want to commit on paper and they refused to do work until we signed a contract. Later we received written confirmation that charges would not exceed 5k. Work done was OK, although an alternative expection 2 weeks later found there was still moisture beneath our floors which has led to necessary repairs worth 10k. They also damaged our water boiler so we were without hot water for more than a week and did not help or reimburse us for repairs. More than 50 hours into the work, they finally sent us an invoice for 11k which was full of items of work that was not done, not agreed to, duplicate, unnecessary or inflated. I immediately asked about the invoice but they said this was just a formality they would reconcile with insurance. In the end, insurance and 2 alternative estimates from competitors valued the work between 1.5k and 3.5k. They threatened to charge our card for the full 11k so we had to get it destroyed. There are numerous complaints against this company through the AGs office and BBB. The company is run under fake names by Shoughi Darakhshan who was previously convicted in a ***** Covid scam. We offered to pay the reimbursement from our insurance (3k) but they refused. I believe they should at the MINIMUM remove unnecessary items from the invoice, bring pricing in line with competitors, and acknowledge the damage they did to our property.

  

  Business Response

  Date: 02/24/2025

  Customer was given a generous discount and this has been closed out. 

• Initial Complaint

  Date:05/16/2024

  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.

  Had a basement flood and called Restoration Doctor for water mitigation services. They did respond promptly and started the water mitigation process. , followed up by mold mitigation. Over a period of 6-7 days, I would estimate the 2 workers spent at my house put in approximately 40hrs each of labor (I am rounding up on that). There was some trash left behind and some storage bins still filled with water, but overall the basement was dry and antimicrobrial used. Total bill came to $29,171.19. Minus my deductible, bill equals $28,171.19.Restoration Doctor charges multiple duplicate charges:Duplicate 1 Initial Response- $485 Service Call-$178 Duplicate 2 Equipment Delivery, set up - $1455.96 Equipment Delivery, set up- $589 Duplicate 3 Daily Fan use- $2992 Daily Humidifier use- $3264 Negative Air Fan use- $1432 Stabilization- $2400 this is use of fan equipment, thus same as above Duplicate 4 Clean and Restock Equipment- $2136 Takedown and return Equipment- $2136 Work Done- $9134.23 When I asked via email about hourly rate and number of hours of work performed, the response I received was work rate is based on results and value. Based on the results and value, work was not worth $***************** Insurance has paid $5141.02 for water mitigation. While I do think this is a low ball insurance offer, the Restoration Doctor bill is ridiculously high. At this time, Restoration Doctor has filed a Mechanics Lien on my property, which I will be contesting.I am sure the Restoration Doctor owner will respond that his prices are fair and defend his price gouging, but under no circumstances should anyone use this company for any service!!!

  

  Business Response

  Date: 02/24/2025

  Customer was fully reimbursed by his insurance and paid us the remainder of what was owed

   

  see attached email 

• Initial Complaint

  Date:02/01/2024

  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.

  Restoration Doctor provided water mitigation services to my home beginning 11-29-23. Restoration doctor used equipment to dry my home over the course of 8 days. The equipment consisted of fans and dehumidifiers. Many of the fans used were not clean, as if they were not decontaminated after previous use, there was obvious mold growing in some of the equipment. Restoration doctor billed my insurance company $59,945.73 for the mitigation. My insurance company considered that amount as unreasonable and hired another mitigation company to get a comparable estimate and paid restoration doctor $39,024.01 which was the estimate from the other company. Restoration doctor told me in writing that they had put a lien against my home and called me on multiple occasions to try and intimidate me. According to my mortgage company there is no lien against my property. Restoration doctor emailed an offer of a 10% discount in the amount of $53,945.73 and the same day sent another email that stated Please disregard previous email they then increased the amount to $80,153.82. My insurance company has paid restoration doctor what they consider the going rate for their services. I consider the practices of restoration doctor as unprofessional and unreasonable.

  

  Business Response

  Date: 03/26/2024

  Restoration Doctor is currently pursuing legal action to collect the remainder of the owed balance. We cannot comment of ongoing legal proceedings. 

  

  Business Response

  Date: 04/15/2024

  ******************** insurance is responsible for coverage. 

   

  Restoration Doctor has a signed Assignment of Benefits from **************** (see attached contract) and is currently taking action against ******************** Insurance carrier. 

  Restoration Doctor submitted a scope of work and estimate to ******************** insurance carrier within 24 hours of beginning the work. The carrier did not object to any prices, line items or work. The work was completed and invoiced.

  Many weeks after the work was completed and invoiced, ******************** instance carrier objected to the invoice and asked Restoration Doctor or review it. Upon review, our staff realized that the work was much more extensive and required us to raise our scope and increase the bill. In an attempt to resolve this invoice. Restoration Doctor offered a discount to the insurance carrier. Restoration Doctor offered the carrier and **************** to collect the first scope of work submitted, discounting more than $30,000. The insurance carrier refused to fully cover the insured for the loss that they incurred and instead hired a bias third party, another restoration contractor, who submitted a scope of work for $39,000. This company never visited the job site nor did they perform the work. 

  The carrier took the outside restoration contractor's scope of work and sent Restoration Doctor a check for $39,000 in hopes of closing  out the full balance for a discount of over $50,000. We are not accepting the $39,000 as final payment. We have removed all discounts and will legally peruse the remaining $50,000 as is our right to do so. 

   

   

• Initial Complaint

  Date:10/30/2023

  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.

  The company advised that they would take off the base board to look for water damage. There was not water damage found but the company without approval ripped open the drywall and pulled up the hard wood floor in a haphazard way. They failed to communicate this prior to the damage and damage several wood boards. The total cost of the repair for the damage $912.11 and I had to take additional time off from work to deal with this. When i reached out to talk to them they said they would call back but never did. Two months later they send this bill and when i sent them information on the damage they did they refused to call still and charged the credit card $2014.01. What this company does is unjust and takes advantage of people.

  

  Business Response

  Date: 11/25/2023

  Subject: Response to BBB Complaint - Invoice Dispute
  Complaint ID #********
  
  We are writing in response to the BBB complaint filed by [Customer's Name] regarding the work performed by Restoration Doctor.
  
  First and foremost, we would like to express our sincere apologies for any miscommunication or inconvenience experienced by [Customer's Name]. Our primary goal is to provide excellent service and ensure our customers' satisfaction.
  
  Regarding the issue raised, we would like to clarify the situation and provide relevant details:
  
  Our Contractual Authorization: Attached, you will find the contract the customer entered into with Restoration Doctor. The contract clearly authorizes us to perform any necessary work to prevent further secondary damage, such as mold and mildew, to the property. This authorization is in line with industry standards and best practices for water damage restoration.
  
  Location of the Damage: The area in question, which involved the removal of drywall and hardwood floor, was in proximity to a toilet. It is essential to note that such areas are known to be susceptible to mold and mildew growth if damaged materials are not removed and replaced promptly. Our actions were in line with industry standards to mitigate potential secondary damage.
  
  Lack of Prior Communication: We understand the frustration caused by the lack of prior communication about the specific actions we needed to take. We apologize for any oversight in this regard and acknowledge that better communication should have been maintained throughout the process.
  
  Invoice Dispute: We recognize the concerns regarding the invoice totaling $2,014.01. To address this matter, we have reviewed the details and acknowledge that there were additional costs associated with the repair of damaged wood boards and drywall which needed to be addressed.
  
  Once again, we apologize for any inconvenience caused, and we appreciate the opportunity to address these concerns through the BBB. We value our customers and are dedicated to providing exceptional service.
  If you have any further questions or require additional information, please do not hesitate to reach out to us.
  
  Thank you for your understanding and assistance in this matter.
  
  Best regards,
  **********;
  General Manager 
  Restoration Doctor Enterprises

• Initial Complaint

  Date:10/24/2023

  Type:Billing 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 have a dispute over invoice X_W30469_SOCHON-2W for water damage mitigation in Jan 2023. Restoration Doctor (RD) has made no effort to address concerns raised by our insurance company, Travelers. They havent responded to questions or made any attempt to negotiate this claim. RD has been uncooperative & has not operated in good faith. I request RD stop billing me for the outstanding $11,588.13, respond to Travelers on questioned charges, & reconsider the charges in good faith. Travelers will have an opportunity to reconsider its supplemental.Jan 3, the work was performed with later installation of negative air scrubbers.Mar 22, RD invoiced $20,881.41, which I forwarded to Travelers Mar 23.Mar 28, Travelers requested drying logs & that RD use its Jan 2023 price list, not Mar 2023 as per the claim.Apr 4 & 17, Travelers emailed RD about not having received a response.Apr 19, RD submitted photos; no revised claim or ***************** list.May 18, Travelers sent RD a list of questions on several line items.May 30, Travelers had not heard from RD, moved forward with what it could justify, $9,293.38 of the claim.Sep 18, without prior contact or notice, RD charged $20,881.41 to my Discover card.Sep 19, I advised RD I would pay only the amount so far estimated by Travelers. RD responded that Travelers is not a licensed water mitigation expert & were not present during the work. [Travelers has expertise in assessing such claims, did a thorough onsite inspection, & reviewed RDs photos.] RD recommended hiring a public adjuster. [Not necessary if RD had responded to Travelers questions & explained their charges; the supplemental could have been different.] I contacted Discover, authorized payment of $9,293.38 & disputed the remaining $11,588.13.Oct 17, Discover determined the transaction was valid. RD's response to Discover threatened legal action for fraudulent chargeback requests. My dispute is over the amount of the transaction, not the transaction itself.

  

  Business Response

  Date: 03/26/2024

  Restoration Doctor is currently pursuing legal action to collect the remainder of the owed balance. We cannot comment of ongoing legal proceedings. 

  

  Business Response

  Date: 04/15/2024

  Customers contract is attached. Contract clearly states that the customer is responsible for collecting the full amount billed from their insurance carrier. 

  Customers insurance carrier as received all necessary documents for this loss. We have advised the customer to file a compliant with the states insurance board in order to receive payment for the cost they have incurred from this covered loss. The insurance carrier is responsible for the full amount. Our invoices are not up for negotiations. The amount offered by the carrier did not cover our overhead costs nor leave any room for a resonable profit. 

  Customer Answer

  Date: 04/23/2024

  [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: 20775041
  
  I am rejecting this response because: It does not account for the shoddy work, the refusal to work with the insurance company, and the gross overpricing. However, legally I am required to, and have paid.
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/22/2023

  Type:Customer Service 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.

  Our complaint has been uploaded below because it exceeds the characters limitation here.

  

  Business Response

  Date: 02/24/2025

  Customer has been paid back in full for the disputed amount. 

  Customer Answer

  Date: 03/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******/***** ****/*****
  
  

• Initial Complaint

  Date:03/20/2023

  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.

  We had a flood in our basement from a burst water pipe at the end of December. We were out of town and started calling water remediation companies to try to get someone to come out and pump the water out of our basement. Restoration Doctor agreed to do it that night. In order for them to come out, they said I had to give them a credit card which I did because my basement had over a foot of water in it. They told me they would work with my insurance company to get the charges reimbursed. They told me not to worry about it - they work with insurance all the time and always get their fees covered. They came out and removed the water. For weeks we and my insurance company tried to get them to give us an estimate or invoice for the work. They delayed and delayed. Then they issued and invoice and charges by credit card over $20,000. My insurance company, ******* insurance, estimated the work at $4,300. They tried to talk to Restoration Doctor - specifically *****, and he refused to talk with them. ***** at Restoration Doctor said their charges are their charges and they won't discuss it further. Travelers said they have several clients right now in the same position and that Restoration Doctor is notorious for preying on people in a crisis and then charging their credit card and refusing to talk to insurance and charge a fair market rate for the work done. I can put you in touch with the manager at Travelers who we have been working with. Right now we are out of pocket $15,000 because of the preditory practices of Restoration Doctor. They refuse to negotiate in the common way contractors do with insurance companies. Please help! We don't know where else to turn.

  

  Business Response

  Date: 04/25/2023

  Dear BBB Representative,
  
  We are writing in response to the complaint filed with the BBB regarding the water damage restoration services we provided at a property following a CAT3 sewage loss in December. We understand the concerns raised and would like to address them in accordance with BBB guidelines.
  
  Our commitment to delivering the best possible service to our customers remains our top priority. In this particular case, our team encountered unique and challenging circumstances, which we believe justify the invoiced amount.
  
  The project began on December 29th, during which our crew worked tirelessly around the clock, through the holidays and into the New Year, to mitigate damages to the property. The invoice reflects the extenuating circumstances involved with this project.
  
  Our pricing structure adheres to industry-standard invoicing software, *********, which takes into account labor and service charges for work performed over holidays, after normal business hours, and when a technician works over 40 hours per week or 10 hours per shift.
  
  Additionally, an extreme cold front in the Washington, DC area during late December caused widespread flooding due to frozen and burst pipes. This resulted in a shortage of drying equipment among local vendors, forcing us to procure equipment from out of state at a significantly higher cost.
  
  Moreover, our technicians worked 16-hour shifts for two weeks without interruption. In compliance with state and federal laws, we compensated our employees with overtime and double their normal hourly rates.
  
  It is worth noting that none of *********' in-network contractors were willing to work during the holiday season for the prices specified in their contracts. As a result, the client had to seek the services of an out-of-network contractor like us. Now, ******** Insurance expects us to accept the same pricing structure that their own vendors refused to work within during the holiday season.
  
  We are transparent with our pricing structure and go into great detail about what it means to use an out-of-network contractor like us in our contract. Since we do not work for insurance companies and have no contract with them, we provide a much higher level of service and work directly for our clients. (A signed copy of the agreement with this client will be attached for review)
  
  While we understand that the insurance company's estimate differs from our invoice, we firmly believe that our charges are fair and within industry standards given the unique circumstances of this project. We are open to further discussions and negotiations in order to reach a mutually agreeable resolution.
  
  Should the client wish to identify specific line items on the invoice they believe to be problematic, we are more than willing to examine and offer detailed explanations for those charges. As it stands, we have only been informed that Traveler's estimate is substantially lower. In order to address the concerns adequately, we require a clear understanding of which line items the client perceives as excessive.
  
  Thank you for your attention to this matter. We look forward to resolving this complaint in a satisfactory manner.
  
  Sincerely,
  
  Restoration Doctor

• Initial Complaint

  Date:02/07/2023

  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.

  On December 23d,2022 at 12:45 Am I spoke with **************** at Restoration doctor about having water coming in from the basement wall , **************** came an hour later and set up all equipment needed to dry the water , and asked me to fill out an authorization form that he sent through a link and asked to have a credit card on file, because i have thier equipment and will not charge because the company will get paid through my insurance all state. prior to filling out authorization form was asked to call Allstate and get the claim number after informing them of my issue. allstate denied my claim the next day because the cause was due to flood from the rain which was not covered . in the meantime ****** told me he will send his crew in the morning and assess the water issue and they will be taking out the wall and two cabinets, that never happened next day even i called few times at no avail, each time will make an excuse. on December 26th crew came and removed two cabinets only . never removed the wall like was promised . on December 27th11:10om I was charged $2500, next day a young man came and was taking measurements and i asked him if he can convince the insurance com. to pay for the work he said he will call me and never did.in the meantime crew was there same time and picked up all equipment. and never assessed or find out the problem cause of where water was coming from or removed any wall , same afternoon i called restoration doctor numerous times plus leaving messages with office **************** did not return my call when i called from a different number he answered , and i specifically asked him about the charge of $2500, he said the insurance will send me the full $2500 within 3-4 days i said are you sure have you spoken with Allstate he said yes and assured him about sending the mentioned amount. in the meantime he never mentioned i will be charged at a later date more money( i didnt feel the conversation was truthful) i waited about a week and called restoration doctor asking about the money and told me same thing, they suggested to call ******** which i did they told me my claim was denied. . was going back and forth with **. ***** he told me that if all state refused to pay that they will Refund me the $2500 .00. on January 10 was charged again $3245.93after i emailed and called daily at no avail from anyone contacting me. I urge you please to help me settle this matter peacefully.p.s there is charges on the billing form was not performed thank you very much sincerely *********************

  

  Business Response

  Date: 03/24/2023

  Hello,

  Replying to this complaint to make everything clear. ********************* had informed us that the mitigation job we did will not be covered by insurance and wanted us to lie to insurance to get it covered. We refused on such a thing and told her we can help by refunding %50 of the mitigation invoice to her as a discount as a kind gesture. However, seeing this complaint changes our decision and will waive the %50 discount. 

  Please review this reply and let us know if you have any questions or any documents are needed. 

  Thank you!

  Customer Answer

  Date: 04/03/2023

  [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:

  From: ********************* <*********************>
  Date: Sun, Apr 2, 2023 at 12:10 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  Hello , 
  My intention is to resolve this not to keep repeating I said and he said ,  I have tried numerous times reaching out to this company and spoke with several people not in mgmt left any messages at no Avail , before seeking help . Doors were closed in-front of me   my only choice was to reach out starting with Better Business Bureau  to resolve this issue  peacefully . Obviously they have no intention to resolve this by thinking I will get tired and forget about it and since I reached out to BBB. That's the reply they can come with , which is not acceptable by my standards .  

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

  

  Business Response

  Date: 04/10/2023

  From: Restoration Doctor <[email protected]>
  Date: Mon, Apr 10, 2023 at 1:35 PM
  Subject: Re: Complaint ID ********
  To: *********************** <****************@mybbb.org>
  Cc: *********************** <*********@restorationdoctorva.com>
  
  *****,
  
  Thank you for bringing this matter to our attention. We at Restoration Doctor understand the concerns of our customer, *********************, and would like to provide an updated response that adheres to the BBB's guidelines. We regret any inconvenience that this situation may have caused and would like to assure our commitment to resolving this issue in a satisfactory manner.
  
  Upon reviewing the facts of the case, we acknowledge that there have been miscommunications between our team, ****************, and her insurance company, Allstate. We apologize for any confusion that may have arisen during this process.
  
  To clarify the situation, our team initially provided water damage mitigation services, setting up equipment to dry the water and removing two cabinets. It is important to note that, contrary to ******************** claims, our team never promised to remove the wall as it was determined to be unnecessary upon inspection. Unfortunately, ******************** insurance claim was denied due to the cause of damage being a flood from rain, which was not covered under her policy.
  
  Her claim that our representatives told her that we would not charge her for our services if her claim was denied is not supported by any evidence and is in direct contradiction with the terms of our contract. Our work authorization, which was read and agreed to prior to any work being done, clearly states that our payment is in no way contingent on insurance company payouts and she is ultimately responsible for all charges. A copy of the contract she signed is available for review if it is needed. 
  
  We understand that **************** is concerned about the charges on her credit card. As a gesture of goodwill and taking into account her financial situation, we had initially offered a 50% discount on the mitigation invoice, which was communicated to her. However, in light of the complaint and in our pursuit to provide the best possible service to our customers, we would like to clarify our position on this matter.
  
  While we empathize with ******************** situation, we are unable to provide a full refund, as our team has already rendered the mitigation services and incurred the associated costs. Furthermore, we would like to point out that she already filed a dispute for the charges on her card with her credit card company; upon review of our agreement and the facts of the case, her credit card company denied her dispute and found in our favor.
  
  Please be assured that we value the trust of our customers and the opportunity to rectify any grievances they may have. We will continue to take appropriate actions to ensure that our customers receive the highest level of service from Restoration Doctor.
  
  We hope this response effectively addresses ******************** concerns and contributes to finding a mutually agreeable resolution. If you have any further questions or require additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  Restoration Doctor
  

  Customer Answer

  Date: 04/10/2023

  [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:their response is LIES.  
  I’m only asking for $2500 as promised (not even half of the amount )I’m not asking for the full amount .second I never filed a dispute with my Bank . This Business is giving me the runaround from day one and no ending they’ve taking advantage of me because I’m a woman an elderly 67 yr old . They’re intention Not  to pay me all along . Before I decided to write to BBB I contacted them for over a month non stop at no avail never responded back . 
  
  Regards,
  
  *********************
  

  

  Business Response

  Date: 09/05/2023

  Attached please find the signed contract which clearly states the customer is responsible for the full amount regardless of coverage.

  Her claim that our representatives told her that we would not charge her for our services if her claim was denied is not supported by any evidence and is in direct contradiction with the terms of our contract. Our work authorization, which was read and agreed to prior to any work being done, clearly states that our payment is in no way contingent on insurance company payouts and she is ultimately responsible for all charges. A copy of the contract she signed is available for review if it is needed. 
  
  We understand that **************** is concerned about the charges on her credit card. As a gesture of goodwill and taking into account her financial situation, we had initially offered a 50% discount on the mitigation invoice, which was communicated to her. However, in light of the complaint and in our pursuit to provide the best possible service to our customers, we would like to clarify our position on this matter.
  
  While we empathize with ******************** situation, we are unable to provide a full refund, as our team has already rendered the mitigation services and incurred the associated costs. Furthermore, we would like to point out that she already filed a dispute for the charges on her card with her credit card company; upon review of our agreement and the facts of the case, her credit card company denied her dispute and found in our favor.