The Brief

Three days after the Mountain Fire tore through the hillsides of Camarillo in Southern California last November, Craig Crosby was at home assessing the damage when he spotted two men canvassing the neighborhood. Crosby’s house was still standing, but the blaze had burned down the northwest corner of the structure and his avocado orchard. Every surface was covered in ash and soot. The windows had melted, the doors were scorched, and everything reeked of smoke.

The men eventually made it to his doorstep and introduced themselves as franchise employees of the national restoration company Servpro. They told him they could help with the cleanup, and that they worked with all major insurance firms, including AAA Insurance, where he held a policy.

Crosby, who is a consumer advocate and founder of the Counterfeit Report, was wary. He told them he was not ready to authorize repairs, but that they could assess the damage. When they handed him a one-page access form, he scrawled a few amendments: his insurance adjuster’s information and a line clarifying that he only wanted “evaluation, recommendation, documentation, and inspection.”

“I like to memorialize exactly what I say,” Crosby later recalled. “And it struck me a little unusual that they didn’t have a problem with me changing a corporate form.”

Over the next 10 days, the company sent more than a dozen workers to his house.

They moved furniture, wiped the walls, and dusted surfaces. Along the way, they copied a AAA Insurance representative on emails, leading Crosby to believe that his policy would cover the work. But Crosby started to notice they were cleaning surfaces that probably needed to be ripped out and tossed.

Then they began causing new problems.

As they tore out insulation in the attic, they damaged HVAC pipes and vents. (An HVAC technician would later deem the system inoperable due to the damage.) They also dinged the garage door, stained carpeting, and broke an attic access door.

When Crosby called his insurance adjuster to complain about the company’s shoddy workmanship and excessive billing, he was shocked to learn that AAA had never approved the work.

In fact, they told him One Silver Serve LLC, the franchise that had approached Crosby, was on their internal blacklist.

When he told the cleaning company it would cost roughly $16,000 to replace the HVAC system, they initially offered in writing to cover the cost if he signed a liability waiver. Once he did, the company reversed course. Instead of paying, its lawyer told him he owed the company more than $62,000 for their services.

Then, on Valentine’s Day, the company escalated it further.

Its lawyer filed a mechanic’s lien — a legal claim against a property for unpaid work — on Crosby’s home. He couldn’t believe it. He’d never paid a credit card bill late, let alone had a lien on his property.

“I pay all my bills a month in advance,” he said. “That’s how conscious I am not to jeopardize my reputation and standing.”

A sign in Altadena, California warns people whose homes burned in the Eaton Fire in January of being approached by unlicensed contractors.

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One Silver Serve LLC, based in Encino, is one of Servpro’s roughly 2,300 independently owned franchises. It benefits from Servpro’s national reputation, but operates with little direct oversight from the parent company. The quality of work, billing practices, and ethical standards are entirely left to the local franchise.

About a dozen of Crosby’s neighbors had similar experiences with One Silver Serve after the Mountain Fire, according to county records and court filings. Each was approached by workers at their doorstep in the days after the fire, told insurance would cover costs, signed an authorization form, and later received exorbitant bills for cleaning.

Some, like Robert Perez, a funeral director down the street, received notice of a mechanic’s lien for roughly $58,000. When Crosby, Perez, and others didn’t cough up the money, One Silver Serve sued them in Ventura County Superior Court.

Crosby’s insurance adjuster eventually declared the home a total loss from the fire — a determination that restoration professionals typically identify during their initial assessment, before cleaning commenced. Crosby has since filed counterclaims for fraud, breach of contract, property damage and elder abuse.

An attorney for One Silver Serve declined to comment. Kim Brooks, director of communications for Servpro, said the company is aware of the lawsuit against Crosby and does not comment on pending litigation.

A growing problem

More than a third of people affected by a disaster report experiencing fraud, according to a survey commissioned by the American Institute of CPAs, a national organization of accountants. About 8% said they experienced contractor fraud, and another 10% reported vendor fraud, which involves improper payments to real or fictitious businesses.

Post-disaster scams come in many forms. In some cases, contractors ask for money up front and then disappear. In others, they may tear down walls damaged by floodwaters or fires, collect a portion of their fees, and never return to rebuild the home. But in the case of more sophisticated actors, they use insurance companies and the legal system to put homeowners in a bind.

“Any component that involves people who have been impacted and are vulnerable, people will try to find a way to capitalize,” said Niambi Tillman, a regional director with the nonprofit National Insurance Crime Bureau. “You’ll see people price gouging or inflated costs with excessive billing, trying to convince people to make decisions very quickly and cough up money on the front end, and then not delivering the services.”

As hurricanes, wildfires, and flooding become more frequent and severe, the disaster economy has ballooned — and with it, opportunities to take advantage of people in crisis. Disaster survivors who have already lost homes, and in some cases, loved ones, are left further traumatized and financially strained.

The National Insurance Crime Bureau estimates that upward of 10% of post-disaster spending is lost to scams every year. With nearly $183 billion in infrastructure losses from weather-related disasters in 2024, contractor fraud has become a lucrative business.

And its consequences ripple throughout the economy. The rising cost of recovery, fueled in part by fraudulent activity, then causes insurance premiums to rise and insurers to reduce coverage or leave a region altogether. According to the National Insurance Crime Bureau, fraud, particularly as perpetrated by contractors and other third parties, is “a threat to the stability of the insurance market.” USI Insurance Services, one of the largest insurance brokerage and consulting firms in the country, estimates that fraud is responsible for $900 more in premiums per policyholder.

One of Crosby’s neighbors, who asked for her name to be withheld, was not home when the Mountain Fire ripped through her neighborhood and burned part of her house. One Silver Serve charged more than $100,000 to clean the property — an amount she never agreed to — and put a mechanic’s lien on her house when she didn’t pay. Since the fire, she’s rented an apartment in the nearby city of Oxnard and has been coordinating repairs with a licensed contractor. For now, she’s focused on rebuilding and plans to deal with the lien afterward.

“In my whole 82-year-old life, I have never come across such absolute crooks,” she said. “Here you are, a devastating thing that your house … has burned, and they come and do this. It’s horrible. Right now, I don’t know how to get the lien off of my house.”

Warnings and enforcement

In the aftermath of wildfires, hurricanes, and flooding, state attorneys general, the Federal Emergency Management Agency, and local law enforcement officials have taken to warning homeowners to be on the lookout for scammers.

Servpro franchises aren’t the only offenders in post-disaster contractor fraud. But Servpro’s national reputation and professional branding lend an air of credibility to franchisees’ operations, making them harder to scrutinize.

Servpro was founded in 1967 as a small painting operation in Sacramento, California. Within two years, the company launched as a franchise cleaning business and began expanding its operations. By 2000, it had 1,000 franchises, and by the end of the decade, it made more than a billion dollars in revenue. Today, the company has a network of over 2,300 franchises and is a multibillion-dollar organization that can serve 97% of the country’s ZIP codes within two hours.

Once franchisees are approved, they receive classroom and hands-on training at the company’s headquarters in Gallatin, Tenn. The company requires that franchisees use Servpro-branded equipment and professional cleaning products, paint any service vehicles with the company’s green logo and decals, and wear its black and green uniforms.

“Servpro has a proprietary brand identity guide that establishes and maintains a consistent professional customer-facing image for brand awareness and professionalism,” the company’s website notes.

But it’s unclear if Servpro has processes in place to hold franchise owners accountable for questionable practices. Across the country, there are hundreds of complaints with the Better Business Bureau and other consumer websites about price gouging, overcharging and engaging in intimidation tactics by Servpro franchises. For instance, the Better Business Bureau profile for Servpro Northeast Salem in Oregon has multiple complaints of fraudulent liens placed on homes after the company damaged property and overcharged for work. Similar complaints exist for franchises in Naperville, Ill.; Douglasville, Ga.; and Marietta, Ga.

In 2023, when a major storm blew through central California and dumped nearly 5 inches of rain over 24 hours, the floodwaters damaged Wee Shack, a family-run burger restaurant in seaside Morro Bay. The restaurant’s owner, Hoai Duc Ngo, hired Servpro of Morro Bay/King City for water and mold remediation.

The company required him to sign a contract to receive an estimate and later told him the work would cost about $130,000 — nearly equal to his entire insurance coverage. When he refused to pay the charges, the company filed a mechanic’s lien against the property and sued him, despite the fact that they hadn’t provided an estimate up front, had done minimal restoration work, and had caused additional property damage. Ngo later had the work completed for about $15,000, and filed counterclaims against the company for negligence, misrepresentation, fraud and concealment, among other charges.

Owners, volunteers and community members clean up mud and debris at a coffee shop in Marshall, North Carolina, after Hurricane Helene in 2024.

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Some franchises have faced regulatory action.

After Hurricane Florence hit North Carolina in 2018, Servpro of Boise, an Idaho-based franchise, sent workers to the region for cleanup. They approached residents of an apartment building that had suffered water damage, conducted cleanup and then filed a lien and a lawsuit against the condo owners for $100,000 when they refused to pay what they saw as an exorbitant bill. The North Carolina attorney general’s office took on the case and ultimately settled with the company, canceling the outstanding lien and dismissing the lawsuit. (According to the Better Business Bureau, Servpro of Boise also includes a nondisparagement clause in its contracts with customers, prohibiting them from filing complaints or posting negative reviews.)

But the accountability that happened in North Carolina is rare. Since the rules and regulations for how contractors are required to operate change from one region to another, fraudsters often cross jurisdictional lines after natural disasters to seek out work in regions with the least protections.

Amelia Hoppe, co-founder and executive director of Emergency Legal Responders, an organization dedicated to advancing civil rights and justice after natural disasters, said that homeowners need to be particularly careful about out-of-state businesses.

“The vetting for local governments is really paying attention to who’s coming in from out of state,” she said.

In at least one case, the national Servpro headquarters does appear to have taken action against a franchise.

After multiple complaints from customers of excessive billing, charging for work not performed and intimidation, the company terminated its agreement in 2018 with Servpro of Rosemead/South El Monte. When the franchise continued to operate with Servpro’s logo on a van, the company sued. A federal court ultimately sided with the national company.

According to California records, Servpro of Rosemead/South El Monte’s business license is suspended, though where its owners and past employees have gone since is uncertain.

Mountain Fire aftermath

In Camarillo, One Silver Serve displayed red flags typical of fraudulent contractors, experts said. For one, door-to-door canvassing after a natural disaster, though common, can be a telltale sign of predatory behavior aimed at exploiting vulnerable homeowners. The practice is so prevalent among unscrupulous actors that state laws often require a three-day rescission period, giving homeowners and businesses a brief window to cancel contracts signed under pressure at their doorstep. California is one of the states with a three-day rescission period, and for contracts signed in regions with a disaster declaration, the law guarantees seven days to rescind the agreement.

“The lien tactic, especially, we warn about that a lot,” said Hoppe. “It’s legal leverage without informed consent. Even when it’s technically allowed, it often plays out as coercive. People are overwhelmed, underinformed and don’t have good options.”

Another red flag was that One Silver Serve never provided Crosby an estimate of the damage or a scope of work before starting. Without a detailed breakdown of the planned repairs and their costs, the company could later demand virtually any fee it wanted, consumer advocates warned.

In one Camarillo homeowner’s case, the bill they eventually received stretched dozens of pages, with line items like “clean baseboard,” “clean recessed light fixture,” and “clean closet organizer and rod.” None of those items needed cleaning at all — they had to be ripped out and replaced because of fire damage.

A final warning sign, experts said, is failing to confirm whether the insurance company has a track record with the contractor and will cover the repairs.

“A call to the insurance company, an estimate of benefits from the insurance company, these can be valuable checks on the validity of that relationship,” said Keegan Warren, executive director of the Texas A&M Health Institute for Healthcare Access, who has advocated for the role lawyers can play in identifying and combating harmful practices after a disaster.

U.S. Army Corps of Engineers contractors clear the remains of a church burned in the Eaton Fire.

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For Crosby and others, their experience with One Silver Serve has left them shaken and mistrustful of the disaster-restoration industry. Crosby has since moved back into his house and has been slowly making repairs to the sections that were damaged by the fire. His neighbor, however, faces a longer road to recovery. She’s in the midst of securing permits to rebuild the deck and other parts of the house that burned down. She hopes to be back in her home by January.

“When you tell this story, it’s like, ‘Oh, come on, I had to be stupid,’” she said. “But it’s just unscrupulous. You lose your faith in humanity.”

Operating in L.A. fire burn zones

Meanwhile, One Silver Serve continues to operate in Southern California. In January, after the Palisades Fire took 13 lives and burned more than 23,000 acres in and around Los Angeles, One Silver Serve filed at least seven lawsuits in the Los Angeles Superior Court for breach of contract and other allegations. It’s not clear how many of these cases are similar to the ones the company filed against homeowners in Camarillo.

In an April Facebook post, Servpro highlighted the work of its many franchises, including the cleanup One Silver Serve did after the Palisades Fire. “When Servpro franchises come together, wonderful work results,” the post said.

Two weeks from the midterm elections, Democratic Party leaders are suing in federal court to block President Donald Trump’s administration from usurping states’ authority to administer elections or trying to intimidate state and local election officials into complying with illegal demands.

The lawsuit, filed Tuesday in Washington, seeks a court order barring the administration from purging legally registered voters from statewide voter registration lists or denying ballots to legally registered voters.

The plaintiffs, including Sen. Chuck Schumer and Rep. Hakeem Jeffries, also ask for a ruling that the administration has illegally threatened state election officials with prosecution before the Nov. 3 election.

The lawsuit cites the Justice Department’s recent actions in California, where it sued to block state election officials from counting mail-in ballots cast by people whom the federal government has identified as “likely” noncitizens until their immigration status can be confirmed.

“For over a decade now, President Donald J. Trump has bombarded the American people with lies and misinformation about American elections and voter fraud,” the suit says. “While these lies have been debunked at every turn, that has never deterred the President from employing them as a pretext to seize control over elections, even as courts overwhelmingly reject that effort.”

The Justice Department said in a statement that election integrity is a top priority for the administration and the department’s actions on that front are grounded in law and under court litigation.

The Democratic leaders’ lawsuit was assigned to Chief Judge James Boasberg, who has been vilified by the White House for rulings against the Trump administration since the start of the Republican president’s second term.

The suit’s other plaintiffs are the Democratic Senatorial Campaign Committee, the Democratic Congressional Campaign Committee and the Democratic Governors Association. Its named defendants are Trump, the Justice Department, Attorney General Todd Blanche, the Department of Homeland Security and DHS Secretary Markwayne Mullin.

Tom Cruise is being celebrated with a life achievement award from the American Film Institute, AFI’s board of trustees said Wednesday. The award will be handed out at a gala tribute in Los Angeles at the Dolby Theatre on April 24 next year.

“Tom Cruise is a global icon,” said Kathleen Kennedy, chair of AFI’s board of trustees, in a statement. She praised Cruise’s commitment as an actor and producer and his belief in movies’ ability to bring people together.

Cruise, 64, has worked in film for more than four decades, starring in movies including “Risky Business,” “A Few Good Men,” “Jerry Maguire,” “Minority Report” and the “Mission: Impossible” series. He has received three Academy Award nominations for acting: best actor in “Born on the Fourth of July” and “Jerry Maguire” and supporting actor for “Magnolia.”

As a producer, Cruise was nominated when “Top Gun: Maverick” received a best picture nomination.

Last year, he received an honorary Oscar at the Academy of Motion Picture Arts and Sciences’ Governors Awards.

The AFI Life Achievement Award, established in 1973, recognizes a person whose work has advanced film and stood the test of time. Cruise will join a roster that includes John Ford, Bette Davis, Sidney Poitier, Steven Spielberg, Denzel Washington, Nicole Kidman and Eddie Murphy, who received the honor earlier this year.

Proceeds from the tribute gala support AFI’s education and arts initiatives.

The Supreme Court ruled Wednesday that the Trump administration must continue providing gender-affirming care to transgender inmates in federal prisons.

The decision, in an emergency appeal, maintains a lower court's injunction on a federal Bureau of Prisons' policy that would terminate hormone therapy and other treatments for trans inmates.

The unsigned order offered no explanation behind the decision. It simply read, "The application for stay presented to The Chief Justice and by him referred to the Court is denied."

It also said Justices Clarence Thomas and Samuel Alito would side with the Trump administration and would grant the application for stay.

As the federal judge's injunction remains in place, the legal battle over the policy continues.

In January 2025, upon assuming office, Trump issued an executive order banning the use of federal funds that "promote" gender ideology. And prisoners brought a class action seeking reinstatement of the decades-long health policy. It contends that the Trump policy violates the Eighth Amendment's ban on cruel and unusual punishment.

A federal district judge barred the BOP from implementing its policy this summer.

A second court, the U.S. Court of Appeals for the District of Columbia Circuit, also rejected the administration's request to pause U.S. District Judge Royce Lamberth's order.

That's when U.S. Solicitor General D. John Sauer asked the Supreme Court to intervene.

As the federal judge's injunction remains in place, the legal battle over the policy continues.

Li Nowlin-Sohl, senior staff attorney at the American Civil Liberties Union and a lawyer involved in this case, said the organization believes there are more than 2,000 people in BOP custody who identify as transgender. (The BOP stopped publishing data reflecting transgender inmates after Trump took office in 2025. It only records male or female individuals incarcerated in the federal system.)

Kingdom v. Trump represents 1,000 inmates who have a gender dysphoria diagnosis, Nowlin-Sohl explained. Of those, the ACLU believes there are about 800 who have been prescribed hormone therapy and many who are also receiving social transition accommodations, Nowlin-Sohl said.

In its request for an emergency stay on the earlier rulings, the Trump administration argued that providing this care poses several risks, including for recipients of this specialized care, who it argued would become "targets for attacks." They also said that it raises "fairness concerns" as it would "breed resentment" with other inmates.

Access to gender-affirming care is considered medically necessary to treat gender dysphoria, a medical term used to describe the deep discomfort caused by a mismatch between a person's assigned sex at birth and their gender identity. Without it, individuals can struggle severely with mental health issues such as heightened anxiety and depression, with some turning to self-harm and suicide.

Gender-affirming care can include "...hormone therapy, and gender-affirming surgeries among others," according to the World Professional Association for Transgender Health. (In its filings, the Trump administration questioned WPATH's standards of care, which were developed by experts in transgender health and used by organizations across the world.)

Some people who are transgender may require hormone therapy and gender-affirming surgeries; others may not require any of these interventions.

The BOP has treated people diagnosed with gender dysphoria since at least 1992, the ACLU said in response to the government's filings to the Supreme Court.

"Had BOP's doctors found this treatment unhelpful or harmful to patients or had the agency found that the treatment compromised security, surely BOP would have mentioned it in the administrative record," the ACLU wrote.

This is a "glaring omission" and appears to indicate that the government's arguments now are simply "contrived," the ACLU continued.

NPR previously covered the impact of the loss of hormone treatments on people who are incarcerated. One woman said she experienced severe physical and mental anguish when she lost access to hormone treatments.

The Supreme Court's decision is at odds with other rulings that support the Trump administration's anti-trans policy agenda.

Last June, the court ruled that states can ban transgender girls from participating in sports at publicly funded schools. And in 2025, the court upheld state laws that make it illegal for doctors and other health professionals to provide gender-affirming care for minors.

In one of his first executive orders of his second term, President Trump targeted the trans community with a declaration that his administration recognizes just two sexes, male and female. This order has been the basis for a host of anti-trans policies throughout the administration.

But at least for now, the emergency request on the prison policy was to no avail.

Waiting in the wings at the Supreme Court are other cases on transgender rights. Most prominently, the Alliance Defending Freedom, an anti-trans group, has filed an emergency petition at the court on behalf of a mother and her teenage daughter who contend that the daughter was "unknowingly" forced to face a transgender opponent in girl's high school wrestling. Later this year, the court will hear oral arguments in a case testing whether a religious preschool can receive state funding while excluding LGBTQ families. In a separate case, the justices will examine whether parents have the right to challenge a state law that allows runaway teens to receive gender-affirming care without parental consent.

NPR Legal Affairs Correspondent Nina Totenberg contributed reporting.

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