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:10/10/2023

  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.

  I hired RK&M Claims Consulting after the owners, ************** came to inspect the damages/ ***, 10/8/22. Rich met with our Insurance Adjuster on 10/25/22. RK&M submitted to Citizens a Letter of Representation on 10/9/22. I have hundreds of text messages trying to reach anyone,4 different numbers with little or no response. I requested multiple times, via text, phone messages as well as emails for a copy of my contract as I had never received one nor do I remember signing one. I was recently informed they do not have one. 9/1/23 I call Citizens, my insurance company, they inform me that the claim has been closed since 3/29/23 they could not reach RK&M. I explain the situation, no contact, no contract, weve been living in a trailer since the hurricane how can they help me? The resolution team tells me to email **** request a Release of Representation letter. Give them 7 business days to respond, if they fail to respond inform them you will file a complaint with the BBB &the ****************. A response was received on 9/11/23. Everything is ready to go. I have the estimate attached If you still want to cancel I will get you the release. I met with *********************** the owner on 9/15/23. I listened to his reasons I gave him another chance. I dont know why, I guess I thought since he had put most of the information together spent 2 hours with me wanting to keep my business I would give him another chance. Shame on me! He said he would have everything submitted within 10 days. He said he would have our *** submitted Mon. the 18th. Didnt happen. I requested a Release of Representation letter,on 9/27/23 giving him 7 business days no response. *** called, gone to his office on 10/3/23 not even the secretary could reach him. RK&M was hired to represent me to Citizens after the damage that was caused by Hurricane *** on 9/28/22. The only thing they submitted was a letter of Representation, which made sure that my own homeowners insurance cannot speak to me.

  

  Business Response

  Date: 11/15/2023

  Our primary objective was to collectively determine the most effective way for this customer to receive compensation. The claim process can be complex and strategic at times on how to proceed due to certain circumstances or damage found. We met with the original adjuster from Citizens who was independent not from ******* which is very common during the Hurricanes due to the staff can not handle the load of claims. During the inspection we reviewed the damage and speaking with the adjuster it had appeared he was going to include all of the damage to the property that we had discussed. It took much longer than expected to receive the report from the adjuster and it appeared that either he was informed to remove items or he did that on his own. In the meantime we were working with the Ericksons to gather contents list and reviewed the policy in  full for coverage issues that *** have been found as we originally never received one from the carrier. The carrier did provide an estimate and check upfront as usual with claims however was excessively underpaid. I explained to the Ericksons there would be no charge for that and to use that money to start on the repairs. There are some claims that take a longer to complete due to these circumstances to make sure that everything is turned in correctly is very important. There was definingly some communication issues during the first months of the storm and we worked hard to correct and still finding better ways still today to improve. We got everything completed and reviewed our plan of action and bad timing we had a unfortunate personal event that occured after our meeting that pushed it out further it was beyond my control and unfortunately I was the only one that could finish this out for them. Unfortunately the supplemental process for any insurance claim caused by a hurricane can take anywhere from 1-3 years to settle depending on different variables..We apologize that the time frame for this process is not in alignment with certain expectations and missing timelines we agreed to.. Considering all factors involved, we provided a termination of release contract after her request was received. We got all documents ready for the Ericksons including the estimate and informed we would still help them in any way at no fee continue to help and anything they need or advice moving forward at no cost. This one is tough I am very close to this family and helping many of them with the storm still today with their supplements and still want to help any way I can moving forward. 

   

   

  
  

• Initial Complaint

  Date:05/01/2023

  Type:Product 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.

  On Sept. 28, 2022 we had damage to our property at ************************************************** from Hurricane ***. My husband was dissatisfied with the response from our insurance company. He contacted RK&M Claims Consulting, *** of **********, ** for help with our claim. A representative (*******************************) inspected our property and took pictures of the damage. We signed a contract for a 10% payment. We never received any paperwork from RK&M with an estimate of our damage. We did receive the estimate from our insurance company and the first check. RK&M took that check and after several weeks of processing and back and forth from our mortgage company we received another check less RK&M 10%. The full insurance amount including recoverable damages was $59,449.62. The first check amount was $38,470.96. RK&M took $5,994.96 (an overcharge of $50.) In Jan. 2023 we received 2 more checks, one for windstorm damage and one for personal property that was damaged. Total was $12,306.85. All of these checks were issued by our insurance *** and RK&M signed off on them. The insurance company closed our claim. The final recoverable amount was for replacing our pool screen enclosure. The *** that repaired it said it was not necessary. The insurance *** tried to contact RK&M and were unsuccessful. The total amount of monies received from the insurance *** was $50,776.91. 10% of that amount is $5,077.69. The difference is $917.27. I have tried to reach RK&M several times by phone and have been unsuccessful. They do not answer or return messages. I have sent several e-mails and did finally get a response. I was promised a check twice and never received it. They even went so far as creating a ***** label and tracking no. but never submitted the package. I would like to receive my overcharge.

  

  Business Response

  Date: 06/14/2023

  I spoke with ***************** last night and believe we have worked out our differences. I agreed to process the payment of the disputed amount of around ****** I believe and once cleared ***************** agreed to drop the complaint. The intention was to do this originally however the missed ***** drop then email received caused this delay as we discussed.  I appreciate your help in this matter and will get a cashier's check today to speed up this process. I will stay in touch until the check clears ******************* bank.

  Customer Answer

  Date: 06/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************