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:01/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My property was impacted by water damage on 10/17/23 due to slab leak. I contacted roto rooter and they started the water mitigation. They then advised that my entire house except the garage needed to be packed out since they needed to start demolition work. They contacted **** packets of inland empire and said my insurance would cover the cost of the *************** that I would not have to pay out of pocket. On 11/3/23 I was in contact by phone with **** from **** Packout and he sent me a tex message link to sign the documents for the Packout and the contract of how my personal belongs would be stored and that they would replace items if broken or damaged by their employees. The contract did not list the pricing and it was also never advised that I would have to pay out of pocket since my insurance would pay it. On 11/6/23 I contacted my property insurance and they advised damaged personal property and living expenses is not covered but the Packout would be based on room to room. The *************** started on the same date and they completed the work on 11/13/23 not including the 11/11/23 or 11/12/23. When I asked as general information to the Packout supervisor ***** what is the cost for a Packout he stated it depends and it can range from $50000. He stated the reason its so high because the home owners insurance doesn't really check the the prices and they just payout whatever amount the *************** tells them they charge. He also stated that prior to any Packout starting they management teams visits the property to view and inspect how much packing will be needed and also to speak with the homeowner. He stated he is not sure why this time for our property it wasn't done. On 12/20/23 I received an invoice from the *************** of $72,613.04 and I contacted *********************** from the company to discuss why I was receiving the invoice. She stated that the insurance declined to pay the cost and that its now I would have to pay the entire amount. I advised her I can't afford to pay it as lump so since I don't even make that in a year. I offered to do a $500 a payment a month. She stated she would talk to management and place me on hold. She said that her management would allow me to pay the $500 a month but that I would not be able to get my belonging back until its paid. I then told her I would contact my insurance company to see why they denied the claim. After speaking with the insurance they said they don't include Packouts. I tried to dispute it since they did at first say it would be based on room to room but the insurance is still declining to cover the cost. I advised the same to ****** and she said she would have to talk to management to see what can be done to help me. I even asked if they can lower the total cost since the insurance is not covering for it but she kept saying she would talk to management. I have spoken with her again on 1/8/24 to follow up and she said she is waiting on management and that they are now going to charging me an additional $26,559.60 for 3 more months of storage. I told her I don't need want 3 more months. I let her know I am willing to take my stuff and store it myself to avoid extra cost that I can't afford. She just keeps saying she needs to wait for management to decide. It seems like they have gone back to what they agreed to allow me to pay $500 since she just keeps saying that management needs to approve. I asked her to send me by email a copy of the contract I signed on the 11/3/23 but all she sent me was the copy of the invoice. Per the invoice it states I have to pay by 1/12/24. I contacted ****** again today on 1/10/24 to see if she heard back from her management about reducing the cost and making monthly payments. She placed me on hold and then came back on the phone saying her colleagues said they are now not willing to work with me and not allow me pay $500 that they agreed before. She also said I should apply for a loan or home equity loan and if I can get approved for a certain amount then I should call her to let her know. I told her about my concerns about them not wanting to give me by personal property back and them selling it. She said at this time they wouldn't yet sell my stuff that its not at the stage. She refused to confirm if they will or will not sell my stuff. She just kept saying that I should first see how much I can be approved for and then call her back. It doesn't make any sense to take out a loan on my home so I can pay them when I am almost done paying off my home.