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:03/01/2023

  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 received 3 different quotes from this business from October 21, 2022, and had an open insurance claim with USAA. I was told to close the claim because "their office is tired of getting documents from USAA." That was a mistake on my part to listen to that request, as USAA always handles my claims to perfection. Then there was a disconnect from October 21, 2022, to the end of Feb. 2023, and a failure of communication. The business clearly got my email address wrong, and my mailing address wrongw, so I pressed to investigate what else they got wrong. They gave me a second quote in a text "$985.66" with a false promise attached that I "could receive a discount" if I contacted the business. This also was denied without reason only moment's after verification of this bill with USAA, who had all this claim information established and who sent this business to our residence in Oct. 2022.
  
  Whatever the reason was for it taking this long to receive any word from this company, they were very pushy and rude, and demanding while it took less than a couple of days to cross-examine all this information, verify with USAA insurance, and to figure out 1. Is the amount less than my deductible cor home owners insurance coverage for water damages from city sewer overflow 2. Is this check for 985.66 under my deductible, or even the correct number (as the CCO Natalie S**** verified in text, she gave me yet more wrong information and the amount was for someone else who's name of another customer was like mine (my name is unique, **** **********, so I thought this sounded suspicious). Then 3. I received a bull in my door, which I specified to the business that No, I didn't want them to "come by your house" and to just simply email the bill to me. And I didn't get that email until after all this was said and done. The final charge of $1341.41 is then said to be the right charge. I again, had to check with USAA to find out if that all made sense. Then I'm denied the discount?

  Business Response

  Date: 03/01/2023

  This project was assigned by USAA Insurance October 21, 2022.  Our water technicians handled the project with an attached signed Emergency Service Agreement on October 21, 2022. (see attached)

  The loss was canceled by USAA on October 27, 2022. Erie Restoration did NOT instruct Mr. ********** to cancel this project.  Our work was completed at that time and we believe the assignment was cancelled due to Mr. ********** Insurance Deductible of $2,000.00.(see attached)  Erie Restoration's invoice was $1,341.41. The invoice was $600.00 under Mr. **********'s Deductible amount.  

  This invoice has been returned by email numerous times.  (see attachment)

  Mr. ********** has owed Erie Restoration $1,341.41 since November, 2022.  

  USAA Insurance company has been in constant contact with Erie Restoration and stated that Mr. ********** did owe our company this amount for these services which we provided.

  Today USAA  reached out again to our company.  The representative's name is ******* and her phone number is ###-###-####.  She explained that Mr. ********** contacted them directly to dispute our charges.  She informed our company and Mr. ********** that our invoice was extremely reasonable and Erie Restoration is owed the invoice amount.  Claim NUMBER: ***********.

  Please inform our company that this is enough information to verify that this complaint by Mr. ********** is false.  

   

  Thank you,

  Natalie S**** 

  COO Erie Restoration Inc.

  ###-###-####

   

   

   

  Customer Answer

  Date: 03/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The response is a stretch regarding the incident that led to this complaint. Our complaint is that we were harassed by this business repeatedly, while they continued to provide the wrong information: wrong email (appears in chat) wrong address (on the bill), and wrong amount ($985.66), and offered to discuss a discount if contacting the representative.
  
  We contacted USAA instead, to verify the information was correct, and to find out the reason we hadn't received a bill electronically yet, as told by the laborers we would when the job was finished.
  
  We also waited for a bill to arrive by mail. We figured USAA must still be working on this assignment, and that they would let us know the resolution. A laborer did in fact tell us their boss was receiving too many letters from USAA, and if it was likely going to be under the deductible, to just call and close the claim, which we did, as instructed, believing it might be far below the margin for the claim.
  
  As it turns out, we still didn't receive any kind of bill or notification until January 28, 2023 at 11:57 AM, a request texted "need your email to send payment for our services" which took some digging to figure out who "ERI" was, since we had many projects ongoing this season, and the restoration company was sent by USAA as a trusted provider our insurance company had selected.

  I only have 30 mins to ensure this properly delivers. So, I will not go into detail just now, but have already emailed the BBB with more information regarding this case. We felt very pressured while trying to navigate this issue, by the business, and when they couldn't spell my email and name correctly, they showed up to the residence and dropped a bill in the door handle after simply texting "this is getting crazy". But we didn't think anything crazy was happening. Just that we were waiting for an electronic bill and said no, send a bill so we can review it with the insurance company, USAA. When that didn't happen, almost immediately every morning, early in the morning, we were alerted with messages asking if we got it, and threats that we'd be taken to court, etc. Just look at the texts I attached to the BBB complaint. Those photographs may not have all the time stamps but I can provide them if you'd like. I corrected the mis spelled email, and within a couple hours got a text saying the invoice was "in the front door", and when reviewed the following morning, we saw a discrepancy and were concerned, as so many mistakes were being made, and the pressure was being put on us to respond immediately, or else. At 8:15 AM the next morning I got a text "did you get it" - and had barely had time to review it with USAA yet, let alone any other business. I had to drop everything I was doing to make this happen. Without any prompt, we get a threatening message that they were going to go to the district justice, and complaining that a message was texted in Feb., on a Friday, (and each sent, broken up between 459PM, 5PM, and 505PM), that initially set this ball rolling. I was being cordial and trying to get this resolved in a timely manner ASAP, and it was almost the weekend and close of business for most. I felt nothing was wrong until today, when things escalated for no apparent reason. Maybe I used the word unreasonable and it set someone off, because, we on this side just felt these behaviors and texts and responses to a simple matter, were kind of out of the ordinary and highly unusual.

  
  We already took care of what we were assigned to do, and immediately wrote a check for the amount requested, the day it was requested, even before we could ask what kind of discount we were going to be offered (thinking it might be a veteran's discount of some sort, being a disabled combat vet, as the business is aware).
  
  In the end, we responded to the amount $985.66, and didn't have time to address a discount, but were still curious what that meant. This was also simply denied when we asked at the end of the conversation through text.
  

  
  We expect a better attempt to resolve this issue from the business, than just defending themselves and acting like this is all normal and okay to treat a client like this, or a veteran who needed the help very badly.
  
  
  Regards,
  
  
  
  **** **********

  --------------------------------------------------------------------  Additional information from consumer:

  As for this message, I wanted to attach a file and ask if it could be included in my complaint to the business? It was going to be a response to an email from the individual who responded to the complaint, who emailed me today. The police told us to just mediate with the BBB would be a good idea first, as we don't want to talk to this person, or deal with them, or have them in our text, call, inbox, etc. We told them to stop. We told them no don't show up. They did anyway, against our wishes, and we filed a complaint against them for harassment. 
  
  Again, the Millcreek Police Incident # *********
  
  We filed this police report the other day, as I think I informed you in my last correspondence already. We were told we could press charges if they continued to contact us or harass us anymore.
  
  The business won't back off. We sent that check they asked for, when they requested it, and what else is needed? 
  
  We contacted the BBB because we were also promised we would get a discount by communicating with the person texting me, Natalie S****, who then after difficult communication and making things worse, harassed us, then took away the offer for no reason, even when asked, she said "no reason".
  
  So, we felt this was a bitter exchange and experience. Why offer negotiations only to take them back? Why is she emailing me with more threats to go to court? Over what? For not being at my door when she showed up, after we said no, don't show up? And we sent the check she demanded for the amount she asked us to, when we just wanted them to get paid and be done. But she won't go away or get off our backs about this. We believe we did nothing to deserve this kind of harassment!
  
  Attached would be the whole story we believe will help us, if we need to use it in court.
  
  Can you also keep the attached word document for this record? It should help with my complaint, as it includes a detailed report of everything concerning this complaint from A-Z.
  
  THANK YOU!
  
  Very Respectfully,
  **** **********
  

  
  

  Customer Answer

  Date: 03/03/2023

  We will be talking to our attorney about this unsigned contract, after the bullying and harassment we just endured from this business. USAA also has this same document on file. No quote. No signature. We never even agreed to the services performed. We asked for a contractor when there was standing water needing pumped. Which was all drained before anyone wrote this work order up.
  

  
  

  Business Response

  Date: 03/03/2023

  Unfortunately this matter was not able to be settled amicably between Erie Restoration, Inc. and Mr.  **********. 

  As noted in our previous statement to the BBB; Erie Restoration, Inc. did include a signed contract by Mr. **********. 

  As noted in our previous statement to the BBB; USAA Representative did state our Invoice was extremely reasonable and had instructed Mr.  ********** to make payment. 

  Also, Erie Restoration, Inc. has been waiting for payment for this invoice since October 2022.  An invoice was hand delivered to Mr.  **********'s home only due to the fact the email was undeliverable.  Upon delivery to Mr. ********** home it was placed on his door.  Erie Restoration did not even knock or ring a bell.

  Erie Restoration, Inc. at this time will have the court system handle this issue.  Erie Restoration, Inc. will not attempt to address Mr. **********'s emails or text messages.  

  Thank you for you time in trying to help with this situation.  

  Customer Answer

  Date: 03/03/2023

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

  
  

  Regardless of whether anyone ranf or knocked on Monday, we specifically requested an electronic copy of the bill, and felt violated as boundaries were overstepped here. We were not granted any time to look up the claim, call the insurance, double check our records, or ascertain any of this transaction.

  
  

  we said no. And no means no. We don't need any reason, or any explanation for why we said no. We said no, and you had a corrected email to work with, but still persisted to harass us. The fact thst you couldn't take no for an answer, is what made this "get crazy". We simply requested what we felt appropriate and professional, and amicable, and you resisted and continued to press forward however you wished to proceed. It isn't our fault it took 4 months for you to figure this all out, and to find a way to navigate to the right client. USAA pulled the records and there was plenty of opportunity between then and now to notify of this matter.

  
  

  Furthermore, we only found an unsigned contract, despite you manifesting a signed copy on your end, but USAA also didn't have a signed copy as well as us. So that was even more confusing.

  
  

  
  

  We also Called USAA for water to be pumped and removed from a basement at that address provided. We are surprised you got the right address, since the electronic bill from March 1, 2023 also has an incorrect address, its a miracle if you did any work at the right address to begin with, let alone the right services requested at the start. We requested water removal. Was this what the bill broke down? No. The bill breaks down all sorts of other services, which we were unaware of what we were even entering in to. We believed you were going to also address a possible sump pump replacement whole we were at it, but that was the plumbing company who addressed that matter. So, there was much confusion as disaster van often bring with it, sure. But the water removal was the reason we asked USAA to send help. This is how we were treated, and thiabisnwhst the business offered, did, and charged us for. Regardless of any of our wishes. And since this business doesn't appear to take "No" for an answer, it is no surprise at all that this happened, and services were then imposed upon clients, and then a bill listing charges is drawn up. And sent to this client many months later? No, instead we get a text to pay 985.66 immediately, and are pressured to do so without further information. Then you come over to that address without permission and basically trespass and try to bully the client into submission. So, it follows, that we suspect the work order followed the same pattern in October, when services requested by the insurance carrier weren't performed, after having the client close said claim "under deductible", and persist and Continue to push and perform services not ordered nor originally asked for. We would have asked for specific services, like a sump pump to be looked at, to ensure that wasn't the cause. It was a city drain sewer issue, as it turned out. But they fixed that without delay and didn't send us a bill. What we got instead, was all this confusion on top of a disaster. Not disaster relief and "help" but no, more pressure, charges, services not even requested, and then bullied and harassed into submission to just pay now or else. So no means no.

  
  

  
  

  No, we didn't want this service or need it, and no we didn't ask for your bill to be hand delivered whatever the reason. And no, we didn't enter this contract expecting it to take this long to figure out what went wrong, and no, NONE of this, is the customer or clients fault at all. We kept accurate records the best we could. We evaluated them. And it is our conclusion that we are owed a refund, as we didn't ask for any of this or even need it! If you didn't pump water out of the dwelling, then what service could we have possibly warranted need for that we couldn't manage ourselves? Why were these services performed in the first place? There wasn't that much water, we just wanted to avoid possible flooding or a back up or whatever was the cause, to get worse. And it got better. Then your company "came to the rescue" when no rescuing was needed. It was a precaution to ask USAA property insurance to check on this before it might get worse, which it didn't. Does the photo of the basement and sump pump really look that urgent at this stage? Please kindly acknowledge ybe mistakes that were made, the errors all along the way from Monday to today, and the harassment we had to endure, and acknowledge that this was completely unprofessional, unacceptable, and that our response was warranted given the circumstances and knowledge at hand. And then please refund the amount charged for these services as a truly apologetic measure, as we have already been through enough. Adding insult to injury, blaming the client for this ball getting dropped, then adding unnecessary services and charges for them, is outside the scope of what we have ever dealt with before with any business, ever. Next time we would leave the USAA claim open, and mavoid this kind of mess, and that is all.

  
  

  
  

  
  

  Regards,

  
  

  **** **********