Additional Information for Expert Restoration, Inc.

BBB files indicate that this business has a pattern of complaints concerning billing issues, including overcharging and charging cards without authorization. On 10/25/2019, BBB submitted a written request to the company encouraging them to address a pattern of complaints alleging customer service issues, billing issues, and unsatisfactory work. The business initially responded with ideas to resolve these issues which included updating their customer relationship management system and discussing issues at their weekly meetings.

BBB has determined that the customer service and quality issues appear to be largely resolved at this time, however, consumers continue to allege the business is overcharging and charging cards without authorization. The business states that their price list is freely available on their website but key items, namely “Overhead” and “Overhead & Profit” are listed at $0 until the bill is generated. The business states customer’s do sign a release to charge their card should payment be required, however, consumers claim they did not receive a bill or any notice prior to the charge which occurred sometimes months after the job was completed, assuming insurance would be covering it. Consumers claim they are told only their deductible will need to be paid out of pocket but claims are then denied or partially denied allegedly due to the high dollar amounts, excessive, or uncustomary charges.