Complaints

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

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  Service Restoration, Inc.

  11200 Hampshire Ave S Minneapolis, MN 55438

  
• 

  Service Restoration, Inc.

  1928 32nd Ave NW Rochester, MN 55901-8320

  

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:07/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Inadequate Service and Unjust Billing for Non-Functioning Equipment I hired Service Restoration for emergency water removal services after my basement flooded. They quoted us $900 to remove the water in our basement over a two-hour period of time. When they arrived, their main pump was not working, and they only had two small pumps that were clearly insufficient for the job. They spent time trying to get working equipment out to the house--they were unable to bring in working equipment.They were unable to provide functional equipment to complete the work and instead offered to leave the two small pumps running and return later. At this point, I called Restoration Services to let them know about the situation and my concerns with the broken equipment and they never called me back. However, since the water was not being removed effectively and the situation was urgent, I hired a licensed plumber and another restoration company who were able to complete the job properly.Despite not completing the service and using inadequate equipment, Service Restoration is now billing me for the use of the small pumps that did not effectively remove any significant amount of water at a cost of $1308.84. The increase in cost is due to the fact that their crew left for another job and was unable to return until 4:30 to pick up the pumps. I do not believe I should be charged for equipment that failed to do the job I hired them for. I have reached out to the company multiple times regarding this issue, and they stay firm on the charges and will not return any of my calls.

• Initial Complaint

  Date:08/28/2024

  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.

  On 6/22/2024 Service restoration setup equipment to help with the water in the basement of our house.On 6/23/2024 there was no change in the water levels in the basement.On 6/24/2024 the it became apparent the equipment service restoration setup was pumping water into the same drain that was over flowing and their equipment was leaking ***** water on the carpet. We called service restoration and unplugged the equipment from the outlets till they could resolve the ********* one returned our calls, we installed pumps we sourced different equipment to pump water out. A septic service identified and plumber identified the root issues.On 6/25/2024 ***** from service restoration called to say that tech had been evacuated from the area due to the risk of the dam failure. The septic service providers returned to pump the septic. On 6/26/2024 a *** from service restoration called to say someone would be out to look at the equipment issues.@630 pm the tech couldnt resolve the issues and asked if we wanted the equipment removed. We did if they couldnt fix the leak and drain to a drain that wasnt overflowing.A different plumber ***laced the pump that failed and installed a new backflow valve. Service restoration equipment wasnt working because they set it up to drain where the water was backing up. Also some of the equipment was leaking at the bottom of the machine.Also when we have reached out to their customer ********************** they havent provided any resolution. Or a contact to direct our concerns.

  

  Business Response

  Date: 09/26/2024

  Hello, this matter is closed. This customer's invoice was voided in entirety EVEN THOUGH she was paid in full by her insurance for the service we provided. There is a lot of incorrect information in this, and not to address old wounds, but we have to respond to this report. The customer admitted to turning off the equipment due to it being "loud" and thinking it was "going to blow up". Obviously our equipment wouldn't work at that point. Additionally, if insurance looks at the service we performed and disagrees, they would not pay for the service. The insurance company paid our invoice in full, meaning they agreed with the service we performed for $3k. Then because the customer review bombed us on ****** with her daughter and son, we voided the invoice to avoid further escalation. The customer has been notified that their invoice was voided, meaning the matter is closed and they are not being charged anything even though we did perform work and service at their property. I can provide more detail and notes if needed, but this should be resolved.

• Initial Complaint

  Date:11/06/2023

  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.

  The team promised to protect our flooring on multiple occasions. This did not happen until later in the project. Then they didn't cover all the surfaces and continued to walk on the unprotected areas. *** claims it's not industry standard to cover the floor. Even if it's not, the promised they would. We asked them not to use our new front door. They did it anyway and left our house unlocked and many of our windows open. They damaged the front door and the frame. ****, our project manager stole items from our house that they damaged. The cleaners, cleaners, and drywall workers used our personal items and our swiffer was taken along with our broom and dust pan. Our other mop was used as well and damaged. The vendors did not mask our belongings and got paint, drywall, and mud on several of our items. We were told the cleaners would do a deep clean of all the rooms except the building. That didn't happen. We let the company know we did 12 hours of cleaning the night before they came, so they should only need to do a few things. The things we left for them didn't get cleaned. There are 23 punch list items for the company to repair since chunks of the walls are falling off, there are cracks in the wall that were not there before, and all of outlets were left exposed without covers. We aren't able to put them back on because they mudded and painted over the outlets. We requested we be able to use a different vendor since we don't trust them. *** originally said he would consider, but then when he came out to inspect the damages, he said he just wanted the numbers for pricing. He said he was going to give us the option between two vendors. This never happened and he wouldn't put it in writing. I told *** if we did let him back in we would need a hotel and assurance the flooring would be covered and nothing would be stolen from our house. He couldn't give us that. I also found out the proper permits were not pulled and he is putting a lien on our house.