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:03/04/2025

  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 08/04/2024 I called my plumber due to a water pipe burst in my rental property. The business in question, Fusion flood and fire, was called to handle water mitigation. Fusion Flood and fire worked with my insurance company and payment was sent from my insurance directly to the company. Earlier this year I received notice from fusion flood and fire about an outstanding balance owned on my account. I then confirmed with my insurance all checks sent to fusion flood and fire had been cashed. Fusion flood and fire then replied my account was closed and all payments were completed. On 02/5/2025 fusion flood and fire reached out demanding I pay $2,298.28 attached with a website to pay the amount. When I asked for an invoice due to not receiving payment in that amount from my insurance I observed the total amount for $6,020.67. My insurance had already paid $3,882.46 which would leave the amount of $2,188.21. I asked Fusion flood and fire why was I being charged more than the remainder but received no answer. Due to feeling like the payment website was a scam I asked to speak with management. Fusion flood and fire refused to provide the information and would not return my email. I attempt to call the company owner ******* *. ***************** To inform him but have not received an answer. Now I am getting emails from fusion flood and fire to pay the full amount of $6,070.67. My insurance tried to reach out to them but no reply. Looking at the companys yelp reviews it seems they have history of double charging insurance and homeowners. Please help me in this situation my insurance adjuster and I do not know what to do. Total paid amount was over two claims with my insurance. Insurance provided itemized receipt from fusion flood and fire and they were charged for equipment that was not used.

  

  Business Response

  Date: 04/21/2025

  He says we are double charging but in reality we billed for services rendered and his insurance refused to pay the full amount because of something in his policy. 

  
  

  The contract we have is with Mr. ******* we performed the dryout services as agreed and his insurance didnt cover the whole cost. He should be complaining about the insurance company not reimbursing him. The same goes for the customers he referenced on Yelp. 

  
  

  Our total bill was $6,020.67 and his insurance only paid $3,882.46 which left an unreimbursed remainder of $2,188.21 to be paid by Mr. *******  

  
  

  Everyone wants to beat up the small businesses that are just trying to get paid for the work they do, and ignoring the fact that the insurance companies are acting in bad faith and not fully reimbursing their policyholders. 

  
  

  The insurance companies are literally taking advantage of platforms like the BBB and **** in the extortion of small businesses so the insurance companies can save money.

  
  

  Heres how it works:

  Insurance pays only a portion then the customer writes a bad review and goes after the small businesses, who they hope will either just write off the balance in exchange for removing the review or use the BBB or CSLB to help squeeze the contractor. Keep in mind, this is a small business who: took no money up front, financed the labor and materials for the project, completed the project, provided all of the information and resources to get the claim approved, waiting to get paid for over 6 months all without the customer paying a dime. And then they write a bad review because the INSURANCE company didnt pay, and now we are exercising our rights in our contract to collect the remaining balance not paid by the insurance company. 

  
  

  But yeah ok, Im the bad guy.