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:12/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This company failed to actually mitigate the loss I had on my home due to water damage in the kitchen. They didnt properly seal the area (hole in the ceiling). The fans they brought just blew all of particles of insulation around. They came out on three different occasions to get readings and could not provide proof them to insurance to justify them wanting to demolish my kitchen. They charged for 4 hours each time they came out and were only in my home maybe a total of 1.5 hours. I had to hire another company to contain and prevent further loss. The other company came out and said there was no need to remove all that Deep Water wanted to do. This company (Deep Water Resoration) charged about 2k for absolutely minimal/poor work. This business is taking advantage of people in distress and charging ridiculous prices after proving to be inefficient unprofessional services. As a result I had to pay twice for the same job! These guys (company) are criminals, and are price gauging when insurance claims are involved. I received a text today (12/26) threatening to send the bill to collections and double if I didnt pay by tomorrow. I am waiting for the funds to clear from the check sent by insurance on 12/10 and had to pay out of my own money to avoid any escalation. Even though they didnt do anything remotely close to the fees charged. They should refund the money that I was charged. However, I am still in the middle of restoring my home and dont want to go to court and dont have more time to give. It was important for me to notify BBB and to warn future consumers.

  

  Business Response

  Date: 12/27/2024

  Dear ma'am, I do apologize for the inconvenience you have experienced with our company.
  
  We charged for exactly the work that we did. The insurance company would NOT have paid us if they did not have all appropriate documentation. We called you for payment because we were informed the check for us that the insurance company sent was cashed by YOU! You were attempting to keep the $ and grew upset when we called for the payment. Nothing came out of your pocket as you stated. The payment was from the insurance company for us!!
  When we did call you, all you could do was sling insults to our billing collection ***** Calling them names and degrading them. The job was not completed by our company, you had us leave. The amount we did charge was very low for this industry, you were paid by the insurance company and were supposed to pay us.
  So again, we only charged for what work that we did do!!
  We keep a good record of all communication with our customers, I am happy to share with you.
  Have a great day!
  Thank you

  Customer Answer

  Date: 12/29/2024

   
  Better Business Bureau:

  Unfortunately this company may likely continue its practices. They seem aware of the incompetence of the techs who failed to produce findings on 3 different occasions to insurance in order to move the project forward and the inability to justify the work that they were requesting. 
  

  If BBB has a role to play it would be in the ratings given to companies. 
  

  Fortunately,  I did receive ***** from the insurance agent who agreed to pay them to  make it easier and just pay companies like this to just go away. Insurance agreed to continue to pay for mitigation if I went to another company that could produce what was required and I am greatly appreciative for that, as a result my health is on the mend.

  The hurled accusations are unsubstantiated regarding my intentions to pay. Customers should be aware of the timeline to pay before the account is turned over to an in house collections team who will then will double the cost (text I received from **** indicated this) after only 45 days from the day they enter the home. The checks were again not generated until December 10th and funds just cleared my bank on December 28th. Luckily I did have the funds to cover the cost until the check cleared and was able to avoid escalation.  However, other consumers may not have 2k available with same day payment demand!

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is all that I can expect from a company operating like this. Any further action or time granted to low vibrational entities is a waste of time and my peace. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair 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.

  Hello,We had water damage in our home on Sunday, August 11, 2024. Our plumber recommended call Deep Water, a water mitigation company for the damage. Deep Water came and performed the following:- put fans throughout the home - removed carpeting, baseboards and the door frame from one bedroom - removed tile, baseboards and framing from the master bath and the laundry area - put fans upstairs and downstairs - put a dehumidifier in the bedroom upstairs (where carpet was removed) and on the main level where there is wood flooring - removed the ceiling on the main floor and sprayed to prevent mold The dehumidifier that was placed on our main floor leaked onto the floor and we did not see/notice for ~12 hours. This caused damage to the wood floors (warping and discoloring 5-6 planks on the floor).I contacted the company immediately to tell them I was turning off the machine and inform them of the damage. This was on Aug 15, 2024. The technicians came out the following day, removed the dehumidifier and replaced it with a hepa cleaning machine.I reached out to the company to ask about repairing the damage several times following and did not hear back. We received the final bill from Deep Water at the end of August and my ******** insurance adjuster reached out to Deep Water on my behalf (as I could not get a response back) to ask about the damage.I was told that someone would reach out to me on Sept 5, 2024. I was never contacted. I continued to go back to Deep Water and provide them with information I then received from a contractor on what it would take the fix the flooring. I informed then over the course of three weeks that I was moving forward with the repair on Friday, Sept 27, 2024.On Friday, Sept 27, 2024, I received a call stating they were going to go to my home to assess the damage. I informed them we were not home because the repairs had begun and I need to be contacted for them to take ownership and pay for the repairs. They have yet to pay.

  

  Business Response

  Date: 10/06/2024

  Please let me research the claims made in this statement, 

  Thank you

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22360626
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 10/08/2024

  On August 15, 2024 I notified Deep Water that the dehumidifier they placed on the main floor of our home was leaking and cause damage to our wood floors. After several communications to Deep Water re: the damage and necessary repairs without any meaningful communication back or help, we moved forward with getting the floors repaired on Sept 27, 2024. The total cost for the repairs was $7,500. We would like and expect Deep Water to cover the full cost of the damage their company caused.

  

  Business Response

  Date: 10/21/2024

  Good morning,

  We are prepared to pay you $3000

  For the damage to your flooring. 
  we think this amount is fare for the scope of work done. 
  please reach out to our accounting **** if this is acceptable 

  Thank you!

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22360626
  
  I am rejecting this response because:
  The scope of the work was having to have the entire first floor of our home redone to resolve the issue because we have real hardwood floors and there was not a way for there to not be a noticeable spot.

   

  The complete invoice for this work was $7,500 and the company is responsible for the entirety of this cost.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair 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.

  My rental house suffered severe water damage on 5/20/24. Deepwater was called that day and came out to assess. My renters had to hire a content company to move their belongings out, so Deepwater was not able to start until mid June. I was told by the representative on the phone that they would have the water mitigation completed in about two weeks. I called Deepwater after 16 days when I had not heard from them to see if the job had been completed. The lady on the phone said that they were running behind schedule because they ran into scheduling conflicts, so they weren't able to have anyone out to the house for the past 10 days. They reassured me they would finish the job. I continued to call because I never received any communication from Deepwater on how the job was going. We are now in mid September. It has been over 3 months since they began working on my house. They have told me on four seperate occasions the work is completed when it was not. Throughout the past three weeks my house has still failed two separate mold tests. I've been told I would get a call from the general manager on several occasions and he has never called me. I just want the water mitigation to be completed so the reconstruction can start and my renters can move back into their house. Taking three months to fail two mold tests and no communication along the way is extremely unprofessional. I just want the work done.

  

  Business Response

  Date: 09/20/2024

  Dear Mr. ******************** let me look further into this claim! 

  I will get back to you as soon as I have some answers and or a resolution. 

  Thank you for continued patience. 

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair 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.

  This company has over charged us for the use of their fans and de-humidifiers. We had them come out on Thursday 8/29/24, and they came out and set-up their equipment and laid down plastic sheeting and covered the doors with plastic. On Saturday, 8/31/24, I called them about 7pm and told them we are cancelling their services, and to come get their equipment. They refused and said that they would come out on Tuesday, 9/3/24 when they were originally scheduled to do work. They billed us for 5 days of use of their equipment, when they could have come out on Saturday night to remove the equipment (they claim to be a 24/7 company). We should have only been charged for 3 days. My wife was also told that it was FRREE for them to come out and see what the problem was. We were charged for their initial visit. We were never given an estimate of work even though we had requested one to be emailed to us. They also refused to test for mold due to them claiming that "insurnace wouldn't cover the work" which I am pretty sure is insurance fraud! They tested for lead in the paint and gave us the results, but they never tested for asbestos (which they told us they would do).

  

  Business Response

  Date: 09/16/2024

  Dear Sir

  I do apologize for the inconvenience any of this may have caused you. 

  To start of we are talking about a holiday weekend (Labor Day), we are a 24/7 business you are correct. However, things like picking up equipment and addressing non-emergency issues on a holiday weekend are an exemption,

  It was free for us to come out and see what the problem was, when you signed the contract to use our services, we do assess a service fee. This is standard business practice. 

  Had you kept us on site to finish the project the asbestos test would have gotten done. How are we supposed to test and get results when it was a holiday weekend? That sort of test has to be dropped at a secondary facility for testing, we wait for results. We did not have time to preform test!

  All in all, the bill is accurate for the work that was performed on a holiday after hours weekend. The program we use for billing is insurance standard billing program. 

  Thank you!

   

   

   

   

   

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22279864
  
  I am rejecting this response because:

  It only addresses part of the complaint. It does not address the fact that this company failed to pickup their equipment in a timely manner and is billing us for additional days that they chose to leave their equipment here, and not pick it up. Those should not have chosen to bill us for their failure to get their stuff. I will continue this complaint and leaving bad reviews and possibly pursuing further action against this company.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 09/20/2024

  Good Morning,

  *** from our main office has been trying to reach you regarding this claim and talk about the redution of days charged. 

  Please return her call @ ************ She also sent you an email. 

  Thank you

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair 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.

  The first week of November, I noticed a water bubble in my ceiling. I called a plumbing company who cut a hole into my ceiling to discover a shower leak that had been unnoticed for quite some time. After removing the insulation and cleaning out some water-logged dry wall, I was shown where there was water damage to my bathroom sub-floor and surrounding areas and this included mold. The plumbing contractor called Deep Water Emergency services on my behalf and they would contact me to start an evaluation. On November 8th I had an employee of Deep Water come out, evaluated the damage and stated he would send out a team to start the mitigation process. He stated I'd be sent a work estimate for the current work and the future demolition project to remove the damaged areas which was at least two-three feet high and that all of my wall, shower and bathroom floor tile would need to be removed in addition to removing wet drywall and insulation. This estimate was supposed to be sent to me in 3-4 business days. It was sent on November 22nd after several phone calls and apologies and excuses why it was not available. The first mitigation crew of two came out, supposedly cleared out insulation and wet drywall etc from the area in between my living room on the first floor and the 2nd floor bathroom. I say supposedly, because this was primarily already completed by the first plumber and the first on-site evaluator (otherwise it would have been impossible to assess upper floor damage). They also set up one dehumidifier, two fans (air-blowers according to the estimate and subsequent bill) and one Hepa air purifier. With zero instructions on how long to keep these items on or when they were going to follow-up. According to their estimate and subsequent bill I had three air movers for 5 days, in addition to the aforementioned equipment. However on day 2 of the mitigation part, the company sent over 1 employee to evaluate and he taped up the exposed ceiling with heavy duty plastic x2 and tape completely covering the area -yet turned back on the 2 fans and dehumidifier and air filter. Exactly how does this remove the moisture and air impurities when you have the area completely sealed off from said equipment. We called to complain about this, and they sent a crew member over who AGREED that having the area closed off was not accomplishing anything, yet he did not change any of the configuration, nor did he turn on any equipment, nor did he remove any equipment. So these items were literally in my house, taking up space, yet never utilized properly since day 2. Yet somehow the bill states 3 air blowers and dehumidifier and hepa air purifier was in use for 5 days. I was told to pay **** for these services, which seems fraudulent based on this first part of the mitigation/demo project. Several returning crew members and "supervisors" agreed that my mitigation set up was handled incorrectly, and apologized each time for the many errors made. Yet still no call from anyone, nor an estimate. Only call we received was to pick up there equipment. When the crew came to pick up their equipment, the dehumidifier hose was incorrectly placed and all of the water from the first day (the only day it was doing its job) had leaked into my wood floor causing several planks of wood to be pushed up from the floor and clearly there was water damage to the surrounding area. Pictures were taken and crew admitted fault. Despite several assurances that someone would call to evaluate, this never occurred. Even after submitting evidence to the owner. I also asked several times for them to send out someone to show me how the work completed lined up with the bill. No response.

  

  Business Response

  Date: 01/12/2024

  Good morning Mrs ************************************* do apologize for the experience you are having with our company.

  I have reviewed the photos and spoked with my team regarding the accusations. 

  It is to my understanding that you were offered compensation for some of the damage that occurred during your water loss.?

  You have also received the payment from your insurance company, this usually means they approved all the work that we did. 

  It is to my understanding that we have had to file a lien on your property to ensure we are paid for our services, since we have turned this matter over to our lawyer, we are limited on the communication that we can have with you at this point. 

  If you need his information, please feel free to email me and ask. 

  Thank you! 

  ****** Moberg 

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

   

   

   

  Customer Answer

  Date: 01/13/2024

   
  Complaint: 21133589
  
  I am rejecting this response because:
  There have been ZERO attempts by your company in response to the damage to my home caused by your employees and their equipment. My insurance company is having me pay $1000 towards the rebuilding of my bathroom because they are refusing to pay for demolition twice, due to your company not completing the job. So your bill should be reflective of the actual work completed, which its not. 
  Sincerely,
  
  ****** Mcconnell

  

  Business Response

  Date: 01/22/2024

  The $1000 they are having you pay is your deductible that comes out of the reconstruction portion. 
  Again we have turned this over to our lawyer, you should be receiving correspondence from them soon! 

  Thank you! 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21133589
  
  I am rejecting this response because:
  It's very interesting to me that you have not ever responded to the original complaints. You have lied several times, and your company has never followed up on anything, in particular to the damages your company caused in addition to the fraudulent charges and have also never completed the original work. Instead you keep insisting on using a lawyer, which would have never been necessary had you done any of the proper work, followed up as PROMISED and revised your "estimate" and bill which continue to show a completed project. I seriously URGE people to never ever let this company into your home or business. I have supplied SEVERAL photos and documents from 2 different companies showing how your company has never completed the billed work and also has found major faults in the way your company has demolished/destroyed my bathroom. 
  You want a lawyer? Seriously. 
  
  ****** Mcconnell

  

  Business Response

  Date: 01/25/2024

  Again, we have turned this over to our lawyer, you should be receiving correspondence from them soon! 
  Thank you! 

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  BEWARE!!! Because Im a renter, I had no choice in which company was used to repair the damage in our home. Deep Water broke so many of my belongings, including: the glass top to my vanity, the light fixture in the bathroom, the mirror in the bathroom, and worst of all, a $1600 ******* mirror that I had. They are refusing to replace the broken items and had the nerve to suggest that I file a claim with my renters insurance. Im speechless. This company has absolutely no ownership and no integrity. I would highly recommend going with a different company!!!

  

  Business Response

  Date: 11/29/2023

  Dear ******, 

  I do apologize for your experience. 

  I wanted to clear a few things up with you concerning the experience you claim to have had with our company.

  On or around the first week of September, I had ******* come and replace the lights on the vanity (I have pictures of this) as instructed by the property manager.

  At that time, we informed ************************* (property manager) that the mirror responsibilities fell on the reconstruction team that came in after us. 

  He was going to reach out to them and proceed with them.

  It is them you need to follow up with concerning these complaints. 

  Thank you! 

  Customer Answer

  Date: 12/20/2023

   
  Complaint: 20929672
  
  I am rejecting this response because: 

  I reject the Deep Waters response to my

  complaint because it is not accurate. The mirror was broken by ******, who is employed by Deep Water. This happened on Thursday, June 22nd at 9:55am. ****** had promised to come back after construction was complete to help move the remaining items back to where they belonged in my home. When he arrived on June 22nd, he had also brought the replacement glass for my vanity top which had previously been broken, (also by Deep Water). They put the replacement glass into my vanity top for me and proceeded to move the mirror inside from the garage. They had the mirror tilted to fit through the door, and ****** and his coworker (name unknown) then set the mirror down- on top of the floor threshold. This caused my mirror to break. At first I didnt know where the broken glass came from. As soon as I realized it came from the mirror, I texted ******. This was 1 minute after he had exited my home. He then admitted guilt when he texted back in response that he would talk to the *** I would like my mirror replaced please. This is not just any old mirror. This is a $1600 mirror that was purchased for sentimental reasons. I have the receipt as well as the text from ******. Im sure these will hold up well in court, but I hope it doesnt come to that. 

  
  

  Additionally, the mirror in the bathroom vanity is still broken on the corners. I do appreciate that you guys replaced my broken vanity top as well as the light fixture in the bathroom. Please do the right thing and take care of these remaining items. 

  
  

  Please see 3 attachments: my receipt for the mirror and text from *************

  
  

  Thank you. 

  
  

  Best,

  
  

  *************************;

  ************ Personal Cell

  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/03/2024

  Good Morning ******

  I spoke to my owner; he is willing to send you a check for $1600 via the mail. I would need a response from you that you agree to these terms.

  Also, that you agree drop this issue and move forward. 

  Thank you!

  I will wait for your response before proceeding. 

   

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair 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 had a plumber come out to change out the toilets, and he indicated that he couldn't do the work because there was mold. The plumbing company called Deep Water and they came out that day. I discussed what needed to be done in the situation with the individual, and was given a form to sign indicating that I would pay the bill when the work was done. Of course I signed it because I always pay my bills. The other individual went into my house and sprayed some fungicide (and wiped it up). They also placed a fan in the bathroom. In discussions, they indicated that it would need to be tested for asbestos before they could do any work. Several times up until now, I had asked how much what they were doing at that moment would cost, and EACH TIME I was told that there would be NO CHARGE. The tech also said that if it came back as asbestos, I should just get a neighbor to cut out the wallboards and then Deep Water could come in. They recommended an asbestos tester, and said they thought it would be about $500. They left the fan, and then called me back later to schedule for them to come in and test the moisture content of the walls. Meantime, the asbestos tester showed up, and he would have charged me about $1000 for the testing, which was about double that which I'd had with another company, so I canceled the testing with him. When the Deep water folks showed up to the appointment that was supposed to be for testing moisture content, they picked up the fan because they assumed (correctly) that it meant that I would not be going with their company. I asked them AGAIN, how much for the work they did (spray/wipe/fan), and was told AGAIN that there would be NO CHARGE.At NO TIME was I given any kind of written estimate of the work they were doing, and the charges associated with the work. I was told every time I asked NO CHARGE. One month later I got a bill for $807.48. This is about $1600/hour. I tried 5 times to get resolved, no return call.

  

  Business Response

  Date: 11/29/2023

   

  I do apologize for any delay in a return call. It is our priority to maintain communication with our customers.

  I would like to speak to you personally about this matter. 

  My name is *************************, I am an operations manager for Deep Water Emergency Services

  Please feel free to call me directly at your connivence ************

  Thank you, I look forward to your call. 

   

   

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair 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 Sunday 9/17/23 we noticed a bulge in our ceiling and discovered water damage from a cracked shower basin. A plumber that evaluated the issue recommended Deepwater for remediation and drying. We called this company and were told verbally over the phone that someone would come out to look at the damage for a free estimate. They specifically said there would be no charge if work was not done. There were no stipulations mentioned about the free estimate.Two agents came to our house later that evening and assessed the damage. They did not provide an estimate or perform any demolition. They looked at the area that was damaged and recommended demolition and drying within the next few days. They scheduled a return the next day to further evaluate and plan the demolition. After they left we looked up reviews (yelp) on the company and found that this company was poorly rated and had been accused of causing excess damage to property and even theft from property. Therefore, we found another company to make an assessment that we felt were more trustworthy. We canceled the return visit for Deepwater and then received a bill for $576.20. We called the office three times and each time were told that we would be transferred to *** in the billing department. Each time it went to voicemail and no one called back. We feel that we are being billed for an estimate that was guaranteed as free to us.

  

  Business Response

  Date: 09/22/2023

  Dear ***,

  We submitted charges due to the fact that you had us out several times.

  You signed the work authorization form and scheduled work to be done. The morning we had the crew arranged and ready to go you canceled last minute. We spent time and effort on your job past the point of a free estimate  

  the bill is as stands! 
  thank you! 
  Deep Water Emergency Services 

• Initial Complaint

  Date:08/21/2023

  Type:Order 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.

  Good evening,My property in **************** (************************************************************************) flooded a few months ago due to a sub pump issue. I am currently living in ***** and my husband is in ****************. When the property flooded my husband contacted Deep Water Emergency Services Company to take care of the issue. They came out and told my husband that they would be in resolution with the insurance company before any repairs would be made. The insurance adjuster had been out after the company and had determined that damages to the property would be less than my deductible of 1000$, yet they (deep water emergency services) had already done the demolition without approval ($3800 in just demo charges) without the agreement with my homeowners insurance that they had promised. The company did the demolition to my home and when I contacted them they could not even submit the cost of the demo they had already done for several days following. To this day I have contacted this company multiple times (every week/ multiple times per week) asking for management to contact me back, and I have not heard from them. Liberty mutual has been kind enough to approve demo and repairs, but they cannot do so without photos and all the signed documents that they have not been provided. Can you please assist me and my husband in that Im not sure what else we can do at this point.V/*******************************************

  

  Business Response

  Date: 08/24/2023

  Hello and good morning,

  I do apologize for the delay of you receiving the necessary documents that you have requested from us. 

  I spoke to our billing department yesterday and they assured me that they have sent all documents to you and your insurance company?

  Although it is no excuse, we did have to let go of our GM recently due to these exact issues. We were under the impression he was preforming his job and sadly for all of us, he just wasn't!!

  Please feel free to contact me directly if there are further issues that need to be addressed. 

  Again, I do apologize for any and all inconvenience. 

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

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

  ******@deepwaterco,com

   

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20498385
  
  I am rejecting this response because: I have not seen any physical documentation that was requested per my insurance agency to validate my claim. They had requested proof of validation, certificate of satisfaction, pictures, etc
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/28/2023

  Good morning, 

  Over the weekend I emailed your entire file, it has also been sent to your insurance company as of last week.

  At this point you have everything we do concerning your job. 

  If you would like to discuss this matter further, I am always available.

  You may also have your insurance company reach out to me. 

  Thank you

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

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

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair 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.

  Deep Water Emergency Services provided water mitigation services for us due to a sump pump failure during heavy rain. By failing to mitigate a particular part of our basement (the bar area) they allowed mold/mildew to form. This created both extra work for them (which they are adding to the mitigation costs) and addition rebuild costs for our basement. Attempts to negotiate have been met with brushing off of the issues, reduced communication, and what appears to be the hope that we will drop the issue out of frustration.On 5/14/23 Deep Water team members responded to a request for water mitigation. ******* and ********* collected water, set up fans, and other mitigation actions. When asked why no mitigation had been done to the cabinet area in the bar we where told by ******* it was not needed. ******* also provided an initial estimate of $6900 for the mitigation of the water damage in the basement. Addition work was performed by ***** and ****** on 5/16/23 and by ***** on 5/22/23. nothing in the bar area.on 5/24/23 ****** and ***** came to perform work on the basement and noticed no mitigation had occurred in the bar. They asked us why to which we explained the events on 5/14/23. ****** and ***** explained this was clearly a mistake on the part of the first team to come out and we would now have to have out cabinets pulled out and destroyed due to likely mold (which they did eventually find and mitigate)At this point I started trying to reach out to Deep water to discuss the mistake that was made. I requested a manager come out to review the issue and discuss. on 6/5/23 a team member (not a manager) come out and after discussion of the issue brushed it off as. I was told a senior manager would get back to me after asking.On 7/1/23 I received a bill of $9900 and was was finally able to reach the **** (regional manager?). I informed him of a pending BBB dispute if no negotiation was started by 7/3/23 with no contact since then.

  

  Business Response

  Date: 07/09/2023

  Dear ***, I do apologies for you experience with us. 
  upon review the case and case notes,
  We would have had to take out the bar anyway, the cost would have been added onto the amount anyway the job was mitigated, or the order in the way we did them. We usually have to wait for insurance approval to remove things such as cabinets and bar areas. Our staff is trained to wait on demoing such areas, because if this. 
  I am sorry with the way the technicians communicated with you concerning this!! 
  

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20273359
  
  Are you alleging that no mitigation could be performed on the bar area without approval ? If this is the case please explain your rational for any of the work you performed as USAA (our insurance)worked directly through me without contacting Deep Water at any point.
  
  Per your own team,proper mitigation on day 1 visit (5/14/23) for the bar area should have been to remove the kick plate (which your pictures show had not happened by 5/22/23 (see images 1000007191.JPG and 1000007188.JPG on pages on pages 107 and 108 of the mitigation documents), open all cabinets (again, not performed by 5/22/23), and drying the area with blowers/dehumidifiers. Had these action been taken the cabinets would not have needed to b removed/destroyed.
  
  By omitting any water mitigation on the cabinets you allowed mold/mildew to grow for over a week before declaring that they would need to come out. This ot only provided Deep Water the ability to increase their charges due to additional work but required me to hire an another contractor to rebuild the cabinets your team destroyed.
  
  If you had known the cabinets would need to be destroyed on day 1, why was their demolition cost not included in the initial quote?
  
  Can you provide any details on why communications deteriorated specifically after your team received news of an issue?
  
  
  Although I would very much like to come to an agreement on a price adjustment using the BBB as a forum for negotiation, please be informed that if no agreement can be made I will be filing a suite with El Paso County courts. Please respond with which option you would like to move forward with.
  
  Sincerely,
  *******************************

  

  Business Response

  Date: 07/12/2023

  Dear *******************

  Although we respect your opinion on how things should have gone and the hearsay of employee's opinions.

  We will have to continue to disagree with you concerning these matters. 

  The whole bar area should have always been removed! If we did it day 1 or day 4, with water damage it would have all been required and recommend for removal! 

  The pictures clearly show that there was equipment on site from day one. This equipment would have prevented any mold or mildew from occurring further. In the ******** dry climate mold and mildew are not too common. 

  We feel we have sufficient enough documentation to stand by our work and estimate you received!

  As far as your complaint with communication is concerned, ******** was under flood emergency, giving companies like ours extended time to respond to any request or call.

  The amount owed stands, we do have a net 30-day policy for payments due.

  Best regards

  Deep Water Emergency Services

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