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:12/13/2023

  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.

  My issue is more of a question than a complaint. My issue is this: my gf and I had never called the fire department before and didnt know what it would cost us so of course we asked them before they left. We were told they dont charge people for there service's because theyre paid by the state and we would never receive a bill for their showing up. Thats straight from a firemens lips. Then about a week after fire recovery contacts us wanting $600 per vehicle, per hour. Now *** asked other ex fire fighters since then and every one of them has said the same thing. So heres my question: why hasnt this company been shut down and what legal loophole are they exploiting to make harassment of people who call 911 ok?

  Business Response

  Date: 11/12/2024

  Fire Recovery USA is a billing service for fire departments throughout ***************** and have been offering our services since 2008.  We are currently under contract with over ***** agencies in more than 40 states.  One of our fire departments under contract is the City of *****, ***********  The City of Hemet  has adopted Resolution No. 4381 (copy attached) which provides their fire department with the legal authority to invoice for certain emergency responses.

  Because the complaint doesn't provide many details it is difficult to determine which of our invoices is involved.  I don't know which fire department personnel they were talking with but they did not provide correct information about the policies of the ********************* (if it wasn't the Hemet fire department please provide the name of the fire department and I will amend this response).

  They should contact ***** ****** at ****************************** or ************ if they have any further questions about Hemet's fire department billing practices.

   

• Initial Complaint

  Date:12/11/2023

  Type:Billing 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.

  I am complaining because on 10/03/2023 I had an accident without injuries or damage to property. The fire department was not called and no clean up was done at the site. I paid to get my car towed away. i don't know why they are sending me these letters. I will go to court and put in a complaint with the court to get this.

  Business Response

  Date: 11/12/2024

  Fire Recovery USA is a billing service for fire departments throughout ***************** and have been offering our services since 2008.  We are currently under contract with over ***** agencies in more than 40 states.  One our fire departments under contract is the ************ Hills fire department in ********. ************ hills has adopted Ordinance No. OA-***** (copy attached) which provides their fire department with the legal authority to invoice for certain emergency responses.

  Ms. ******-******** was invoiced under that ordinance for services rendered related to an accident on 10/03/23.  If she has any further questions about her invoice she can reach me at ************.

   

• Initial Complaint

  Date:09/29/2023

  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.

  I was in an accident back in June, two months after the accident I started receiving harassing phone calls from this company demanding payment and my insurance information. Sometimes up to four calls a day all from different agents working at this facility. None of the people that called me could tell me how much the payment was for or what it was for. I keep receiving letters and phone calls threatening to send me to collections, but when I call back no one knows what case I am talking about, and they promise to call me back but don't. I was found not at fault for this accident, and I did not call the fire department so I should not be having to pay any sort of bills for this, nor should I be threatened for nonpayment. Especially considering no one can tell me an amount or give me any details on my case. The biggest red flag of it all, is that the letters they keep sending to my house don't even contain my correct first or last name. How can you demand payment from me and threaten me when can't even spell my name right.

  Business Response

  Date: 11/12/2024

  Fire Recovery USA is a billing service for fire departments throughout ***************** and have been offering our services since 2008.  We are currently under contract with over ***** agencies in more than 40 states.  One of our clients is the *********************** in ***********  Per Resolution No. ******** (copy attached) the City of Modesto has provided it's *************** with the legal authority to invoice for certain services provided by their fire department to partially cover the cost of the fire department's response to certain emergency incidents.

  First, we apologize for the misspelling of Ms. *********** name.  We were using the spelling as provided by the fire department.  In accordance with the ordinance adopted by the City Fire Recovery can invoice insurances companies for the fire department response.  Fire Recovery personnel were trying to get in contact with Ms. ********* to obtain her insurance information.

  Ms. ********* can call me at ************ if she has any further questions.

• Initial Complaint

  Date:07/14/2023

  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.

  On Nov 17, 2022, my wife was involved in a minor accident at the intersection of Wood and 5th in **********, **. Both vehicles were able to be driven through the intersection and parked to await for the police to arrive. In May of 2023, I recieved a letter from Fire Recovery USA for services from the fire department for clean up of hazardous materials and a bill for $487. There was nothing to clean up, no spills, no glass, nothing. This is a fraudulent bill and a scam on the public. I have recieved a second letter threatening collection if not paid within 10 days. Who are these people?

  Business Response

  Date: 11/12/2024

  Fire Recovery USA is a billing service for fire departments throughout ***************** and have been offering our services since 2008.  We are currently under contract with over ***** agencies in more than 40 states.

  Since this complaint was filed, Mr. ******** was in contact with Fire Recovery and has paid the invoice related to his complaint.

  I'm assuming his issues have been resolved.

  Customer Answer

  Date: 11/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. We accept the decision 
  
  

• Initial Complaint

  Date:05/17/2023

  Type:Billing 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.

  I was involved in a 4 car, chain reaction accident on I-43 near *************, *********, ** on 10/5/22. In late April I received an invoice out of the blue from Fire Recovery USA stating that they are working on behalf of *************************** for services they provide in response to emergency services on 10/5/22. I called *************************** because the invoice was for $500 and I thought it was a scam. I was told that a fire truck was called to the accident scene for the clean up. The North Shore ********** told me that they charge a $500 fee for each call, so why am I the only one receiving the FULL bill when 3 other drivers where involved, or are they sending this same bill to ALL of us that were involved?? I just received my 2nd letter dated 5/5/23 from Fire Recovery stating "Payment of the past due invoice must be received within 10 days or your account may be turned over to a collections agency and you will be responsible for any collection fees". First I find this very odd because the accident involved 4 vehicles over 7 months ago. I am wondering if Fire Recovery USA is trying to collect $500 from each one of the 4 drivers involved?Second, North Shore Fire told me that ********* insurance (one of the insureds companies) offered to cover 30% of the $500. When I asked "If ********* Insurance is covering 30%, why am I being invoiced for the full charge of $500?" I never received a straight answer. I understand that there may be fees involved if a ********* is called, but the full bill should not be my sole responsibility to pay.The Invoice # is ******* for 1 clean up at the rate of $500 coming from Fire Recovery USA, **************************************************************************************The name of the person on the letter is Loucelle Oquialda (Processor) Phone #: ************

  Business Response

  Date: 11/12/2024

  Fire Recovery USA is a billing service for fire departments throughout the ************* and have been offering our services since 2008.  We are currently under contract with over ***** agencies in more than 40 states.  One of our clients is the *************************** in **********  In accordance with the ***************** policies Fire Recovery invoiced each of the drivers involved in this accident $500 for the fire department's response to the accident.  Ms. ******* has talked to the fire department and confirmed this billing structure.  Her account has been assigned to a collection agency per direction of the fire department and will remain in that status until paid.

   

• Initial Complaint

  Date:05/11/2023

  Type:Product 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.

  I received a bill from Fire Recovery after being involved in a no-fault accident/rear-ended on highway. It was a harrowing experience and Fire Recovery added to the stress of the accident by billing me for the accident though no service was provided no clean up was required and the fire **** simply arrived on scene then left without doing anything. Fire Recovery does not return my calls. This is a sad day when you are chased down by collections after an accident like the "ambulance chasing lawyers".

  Business Response

  Date: 11/12/2024

  Fire Recovery USA is a billing service for fire departments throughout ***************** and have been offering our services since 2008.  We are currently under contract with over ***** agencies in more than 40 states.

  Although Mr. ******* didn't provide much information for us to identify his issue, I believe it is related to our invoice ******* related to a vehicle accident on 3/11/23.  The Arcata Fire Protection District (one of our clients) responded to incident and provided services and Fire Recovery invoiced for those services per their Resolution #**-18 (copy attached).  We can only assume Mr.  ********* issues were addressed as our invoice was paid.

  If he has any further questions or concerns he can contact me at ************.

• Initial Complaint

  Date:04/18/2023

  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.

  I got a bill from Fire Recovery for **** dollars when my daughter was in a car wreck. We pay taxes to our fire department. They torn off one door when she could have exited the other door. Is this a scam ran by fire departments to make money? Also ****** for picking up a few pieces of plastic. I would have cleaned up my self for that. I was not informed of these outrageous charges.

  Business Response

  Date: 11/12/2024

  Fire Recovery USA, LLC is a billing service for fire departments across ******************  We currently represent and are under contract with over ***** agencies in over 40 states.  The Central County Fire District is one of our clients.  The County passed Resolution No ***** hat provides their *************** with the ability to invoice the responsible party or owner of a property for the reasonable cost of responses made by their fire department.  Because  Mr. ***** didn't provide a great deal of information about the incident that prompted him to file his complaint I am assuming it was related to our invoice ******* related to a two vehicle accident on 12/22/22.While Mr. ***** may  like being invoiced for the accident it is legally supported by the resolution.

  I have also attached the narrative provided by the fire department which shows they did provide significant services for this accident.

  
  

  Customer Answer

  Date: 11/13/2024

  I am rejecting this response because:
  My taxes I pay to the fire department is to cover these expenses. Maybe the high salaries of fire department personal is the issue.

  Business Response

  Date: 11/14/2024

  Our response is attached.

• Initial Complaint

  Date:11/08/2022

  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.

  The company seeks reimbursement for the cost of a ******** *************** rescue on 9/11/22. It alleges that a fire department rescued me from Lake Michigan. I was rescued by US Coast Guard not the fire department. US Coast Guard does not charge for the rescue.

  Business Response

  Date: 11/19/2022

  Fire Recovery USA is a 3rd party billing company that invoices for services performed by the customer that we represent.  ******** *************** provided us with information that they responded to this incident and provided services.  The *************** used a rescue boat to rescue the party involved in this incident and brought them to shore.  If this information is not correct, you will need to speak with the *************** to resolve the discrepancy in the report they provided to us.  

• Initial Complaint

  Date:10/28/2022

  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.

  On 3/11/2022 I was in a minor accident with another vehicle, There was no debris or fluids of any kind leaking from either vehicle. I called the police to report the accident and told them on the phone that nobody was hurt and we did not need medical attention and just to have an officer go to the location to file a report. I have been called repeatedly and told by Fire Recovery USA that the fire department was there to clean up a hazmat spill and clean the hazardous intersection which it was not at all hazardous because there was no debris or fluids in the intersection from the accident. I would like for them to stop this or provide a detailed invoice of all materials used as well as pictures of the scene before and after that show fluids and debris as they so called mention.

  Business Response

  Date: 10/28/2022

  Fire Recovery USA, LLC is a billing service serving fire departments in over 40 states.  Our fire department clients provide us with the information for billing each run and we use that information to prepare an invoice and send it to the responsible party.  In this instance *********************** was involved in an accident in ******, ******** on 3/11/22.  the ********************** responded to the incident and provided this billing information for ** "Called to the scene of a motor vehicle accident.  Performed scene assessment and stabilization as well as hazardous materials clearance check (this does not necessarily mean they found any hazardous materials).  The invoice was prepared in accordance with Ordinance 19-7-C-4472 adopted by the ************** pertaining to Emergency Incident Cost Recovery.  Fire Recovery USA, LLC is only a billing service and is not at the scene of any incidents.  If *********************** has questions about the services performed I suggest contacting the fire department.  Please see the invoice attached.

  Customer Answer

  Date: 10/31/2022

  I am rejecting this response because: I have not received proof of charges for the *************** showing up to a scene that was already clear of hazards and no damages to roadway or spills.  I would need a detailed invoice and photographs or video to prove what they are trying to bill me for happened and not just cheat me out of money for no reason other than greed.  I did not call the fire department and my 911 call has me recorded saying that there was minor damage and nothing spilled on the roadway.  I do not see how my rights as a citizen can be trampled on this much with no just cause.
  

  Business Response

  Date: 10/31/2022

  We've attached copies of the Ordinance and the Fee Schedule for the **********************.  The fire department responded to your accident because they have an obligation to protect their citizens.  No matter the size or severity of an accident, there are still issues that need to be potentially addressed like traffic control and hazardous issues (for example the fire department often disconnects vehicle batteries at accidents to prevent fires).  So, the fire department was acting within the realm of their adopted Ordinance when they responded to your accident. Unlike many states, ******** has statutes in their state law that provide the parameters of fire department billing and provides full authority for the state's fire departments to bill for incident responses.  So, according to state law and the local ordinance you are responsible for the fees associated with the response to your incident.  If you have questions about the services that were performed you need to contact the **********************--otherwise you are responsible for the invoice.
  

  Customer Answer

  Date: 11/01/2022

  I am rejecting this response because: ******************* did nothing but show up and leave because there was no hazardous situation or a need for their services like I stated in my 911 call.  Nobody needed medical attention, there was no hazardous situation in the roadway or other and both vehicles drove away from the scene without a tow or safety issue.  Again there was no need for the fire department to be there and for you to press an issue where they were unnecessary period just goes to show how you are trying to rob people of money in situations like this where they had no reason to be there period.  Get a copy of my 911 call from public records and it will say the same thing I have said repeatedly.  You can not charge someone for a service which never happened.  
  

  Business Response

  Date: 11/08/2022

  This accident occurred in a jurisdiction where an ordinance has been passed to charge for responses to emergency incidents.  In spite of the arguments submitted by the person raising the complaint, when the fire department becomes aware of an incident they are compelled to respond.  They do not know the extent of the emergency incident until they arrive on the scene.  If they don't respond and the incident evolves into a much bigger event they will be held liable and there could be even more damage to property, injuries or loss of life.  The invoice in this instance was for a minimal amount as the true cost of the response by the fire department probably was substantially more. The fire department has adopted a fee schedule that provides for cost recovery and is not a revenue generator.  

  I don't know how to further respond to this individual.  They were involved in an accident in a location where the fire department has adopted an ordinance to provide for cost recovery when their fire department responds to emergency incidents.  The individual can complain and say it isn't fair, but that is the law.

  Customer Answer

  Date: 11/09/2022

  I am rejecting this response because: I have sent a letter to the ********************** and received word back from ******************************* stating that no hazard mitigation was required and that they would contact Fire Recovery USA to cease billing for this incident.  I can only wonder as to why I am still being told this nonsense about an incident which should have been cleared up by the ****** Fire Chief.  I have it in an email and I am now formally requesting that you cease any and all attempts to collect a fraudulent collection.
  

• Initial Complaint

  Date:08/08/2022

  Type:Billing 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.

  Received 3, yes 3, bills from Fire Recovery USA totaling $900 (Invoices #******* for $360, #******* for $240 and #******* for $300) for incidents occurring on 6/26/22 and 6/27/22. Problem is my business no longer exists and was closed July 2, 2021. I immediately thought this was a scam. A ******** search verified this company is a scam. These bills were sent to my home address for an occurrence that happened in the town where my old company was located (different zip code and different county).

  Business Response

  Date: 11/12/2024

  Fire Recovery USA, LLC is a billing service for fire departments across ******************  We currently represent and are under contract with over ***** agencies in over 40 states.  The *********************** is one of our clients.  The City of Oberlin passed ordinance number ***** AC CMS that provides their *************** with the ability to invoice the responsible party or owner of a property for the reasonable cost of responses made by their fire department.  The Oberlin *************** directed Fire Recovery to invoice Dr. ***** for several false alarms related to a property they believed was owned or managed by Dr. ************ However, on 8/11/22 we received a notification from the fire department that the invoices should be cancelled because the impacted building was in the process of being sold and the fire department wasn't sure who the responsible owner would be.  On 8/11/22 one of our processers called and talked with Dr. ***** and told him the invoices had been archived and he would not be held responsible for them.