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:02/07/2024

  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.

   
  Complaint: 21259444
  
  I am rejecting this response because the partial check was clearly sent only after I made this complaint, and other reviews on social media sites. I have the document from my mortgage company stating they released all the funds in October. I signed the documents from you at least twice. And it still took me complaining here and various other sites to release a PARTIAL check, in February.  Your office says my mortgage company has thebalance but I am unable to verify that at this time. I am looking forward to getting my repairs done and getting the final check from WHOEVER has it now, so I can be done with MLG.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/27/2024

  Hi ****,

  We are sorry to hear that it took a bit to get your money. Unfortunately, there are a lot of moving parts and this process can take time. It is often out of our control as we have to coordinate the release of funds from the mortgage company. In your case, all funds were held with the mortgage company, and upon partial release from the mortgage, the funds were cut out and released to all parties. 

  Our records are showing that the check was delivered on February 16th. Tracking information is below: 

  Tracking number 9405511206204997444299
  Delivered
  February 16, 02:13PM
  *******, **

  If you are still having issues with this claim and receiving your payment, please reach out to us. I wish you all the best with the repairs to your home and despite your frustration in the end, you were satisfied with your claim amount.

  Best,

  ***************************** ***************** Manager) 

  

  Business Response

  Date: 03/04/2024

  Hi ****, 

  I received your complaint through the BBB on February 22nd and reached out to your legal team right away (email attached). I am trying to get this resolved quickly for you so you can get your home repaired. 

  You settlement assistant, Excel, has given me this update based on your feedback last week: The mortgage company is holding the remaining funds in escrow in the amount of $8,480.00. Per ****, funds will remain in holding until 80% of the repairs are completed, and upon compliance the insured (you) will need to schedule an inspection with the mortgage company in order for them to release the remaining funds. 

  Please let us know what else you need to verify that your mortgage company is holding onto the funds. 

  Best,

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

• Initial Complaint

  Date:05/01/2023

  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.

   
  Complaint: 20004446
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************, They left out that the Appraiser and Unpire did not complete the walk of my home when I found that they file a appraisal that was not completed and all damages where not uncounted for and was trying to force me to settle this statement from Morgan law  does not explain any of this at all, all the phone call where to try and explain the statements the Attorney made about State Farm working with the appraiser and unpire to low ball me they know they are making farce statement and the facts will speak for it self.  anyone to explain to me the check no one was available for that I left massage's no call so I just not cash it . Morgan law group finally called me back and told I have to accept it 2000.$ I refused and called my attorney ***** and after a 27 min debate about the appraiser and umpire filed a half complete appraisal and that the was based a incomplete appraisal it was illegal because they did not have a structural engineer report or walking into the house to see all the damage so how did they come up the numbers to complete the appraisal my attorney said he would look into the case, I called the day and stated that he called the appraiser and that he confirmed that he and Umpire didn't enter the home and appalgized for all the problem with the case and this is a big deal for him because this the time having the appraiser and Umpire working with ******************** to low ball a client even his assistant attorney confirmed it to me she read a email she was sending the appraiser to get answers to my concerns about the illegal activity I pointing out to them, now I understand that this is all not complete truth come to find out Morgan law group when I first hired them they send a structural engineer to my house and did a report on the walls roof but not do all the whole house so they decided drop me as a client so 3 mouth later more weather damage occured I called Morgan law group and advise me I was drop as a client 45 days ago after asking for a release notice and explaining the new damage they signed me up again so because they committed malpractice and it look like they have to been working with ******************** to push thou a incomplete appraisal and no one says nothing about it accept me this is not fighting for people.

  

  Business Response

  Date: 05/10/2023

  Morgan Law Group
  ******************************************
  ************ ** 33134
  
  ***********************
  **********************************************************
  Daytime Phone: **************
  E-mail: *************************
  
  Better Business Bureau
  **************************,
  ***************. ******* 33407
  
  Subject: Response to BBB Complaint 20004446.
  
  Dear **************,
  
  We hope this letter finds you in good health. We are writing in response to the Better Business Bureau complaint you filed against our law firm, The Morgan Law Group, on 5/1/2023.  We take customer concerns seriously and are committed to addressing any issues that arise to ensure the satisfaction of our clients.
  
  First and foremost, we apologize for any inconvenience or frustration you may have experienced in your dealings with our law firm. We value your feedback.  Upon receiving your complaint, we thoroughly reviewed our records and conducted an internal investigation to better understand the circumstances surrounding your situation. While we strive to provide the highest level of service to all our clients, we acknowledge that we may not have met your expectations in this instance.
  
  After careful consideration, we have identified the specific areas that have created your frustration.  You first express concern that you are dissatisfied with the level of communication you feel you have received from our law firm. 
  Based on our records, it appears that your file has been worked on in a manner that is standard and appropriate given the situation.  We assigned pre-litigation specialists to assist you and assigned an attorney to oversee the file.  Although there is always room for improvement in our communications with customers. We have not identified any shortcomings in our communications with you and your file.  Various staff members across different departments have spoken with you over the past few months.  Those communications are documented in our file.  The assigned attorney has spoken with you several times including a 52-minute phone call on January 31, 2023.  You were even provided with a conference call with two attorneys which took place on April 25, 2023.  During these conferences, the attorneys did their best to explain to you how your claim was resolved. 
  
  Your other main concern appears to be that you are dissatisfied with the results of your claim.  Although we need to respect the client-attorney confidentiality provision of our professional relationship, we can generally explain how your situation got resolved.  Prior to you hiring ** to represent you on a property damage matter, we explained that there were no guarantees of any outcome.  You sought ** out to represent you after you felt that your insurance company, State Farm, did not pay you enough under your homeowners insurance policy.   You were paid some monies by your insurance company, but you felt those monies were insufficient to fully repair your property.  We accepted your claim on a contingency basis meaning that we were not to receive any compensation unless we got you some recovery.  We did not make any representations to you that you would be guaranteed a recovery or a recovery of any specific amount.  However, we took your file very seriously and sought to obtain for you the full recovery you were entitled to under your homeowners insurance policy.  One of the steps we took is we paid for an estimator to go your property to estimate the damage.  We then submitted that estimate to your insurance company to dispute the claim on your behalf.   Your insurance company responded to ** by invoking a provision in your homeowners insurance policy called appraisal.   As has been explained to you, the appraisal provision controls when invoked by the insurance company.  As such we were obligated to go into the appraisal process with your claim.  Our law firm hired an appraiser to work on your behalf.  ********************* hired an appraiser to work on their behalf.  These two appraisers inspected your property and tried to agree on a fair scope and price.  When our appraiser and their appraiser could not agree, an umpire was assigned to make the final decision.  Per the appraisal rules, that umpire was responsible for making the final decision as to the scope and value of damages.  Appraisal, by design, is a neutral process.  Attorneys and insurance company agents are not allowed to participate or try to influence the outcome.  We monitored the appraisal process and waited for the award to be entered.  The umpire decided an award amount.   The award amount was more than you had previously been paid.   After appraisal costs and fees were deducted you received the remainder of the appraisal award.  You signed the appraisal disbursement statement and received your award monies.  You have deposited those monies into your account.       
  You explained to our office that you were disappointed with the appraisal award because you expected much more.  We reviewed the appraisal documents and spoke to the appraiser we hired.  Although our appraiser had tried to fight for more money than was ultimately awarded, our own appraiser did not think that the awarded amount was unfair.  Further our appraiser did not believe that there was any illegality or fraud during the appraisal process. 
  As a law firm, we worked your file the best we could.  Based on the appraisal provision of your policy being invoked we were limited in options.  We put an appraiser on the file that we thought would put you in the best position to be fully paid.  Our appraiser fought for you but ultimately it came down to the umpire.  The umpire is allowed to use their discretion in issuing an award.  Your satisfaction with the award was something we were hoping for but that outcome was not accomplished. 
  In light of your complaint, we would like to offer a sincere apology and extend our assistance to resolve any outstanding issues.  The outstanding issue we have identified is that your insurance company has withheld some depreciation money from your award.  State Farm withheld roughly $1,978.56 in recoverable depreciation.  Per your policy with them they can withhold some money for deprecation.  However, you may be entitled to some or all of this money once you have completed the repairs to your property.  Please keep records of all the repairs you have made to your property and submit them to State Farm for additional reimbursement.  Should State Farm deny paying you any recoverable depreciation after you completed repairs and submitted documentation then please contact our office and we will help you recover any depreciation monies you are owed.  We value your business and want to make every effort to regain your trust and confidence in our law firm.
  
  Thank you for bringing these matters to our attention. Your feedback is crucial in helping ** improve our services and maintain the high standards we strive for.  
  
  Sincerely,
  
  The Morgan Law Group

  

  Business Response

  Date: 05/19/2023

  Dear **************, 
  
  We are very sorry that you felt dissatisfied with our law firm.  We have completely and fully responded to your concerns.  To the extent that you feel we have not responded we hereby issue this additional response.  To be clear, the appraisal process you're taking issue with was a provision in the insurance policy you purchased from State Farm. That policy provision allowed for State Farm to invoke the appraisal process.  The appraiser and the umpires that were involved in your appraisal were expected to do a full and complete job. The appraisal process is neutral so the law firm was not allowed to be directly involved in the appraisal process.  However we looked into your concerns and we were informed that the appraisers and umpire involved in your situation did follow proper appraisal procedures.  We were told that they did perform the inspections and any evaluations that they needed to do in order to complete the appraisal.  Unfortunately your dissatisfaction with the appraisal results  does not mean that appraisal was incomplete or fraudulent.  If you have issue with your insurance company or the appraisal policy provision they added to your policy then you may wish to contact your local state representative or the **************************************.

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 20004446
  
  I am rejecting this response because: I hired Morgan Law Group ********* you released me the first time because it was just the roof and did not notification me so after calling to be told you would just sign me back up to recover for damages from State Farm that they would not pay, for the roof and Bathroom and Utility room as my Attorney you were to ensure a fair settlement , this is not what took place. The appraisal was not fair and not complete as I told to the the senior Attorney the Umpire did not enter my home and did tell me they could not complete the appraisal because the did not have a structural engineer report to look at, The attorney on my case know this to be a fact and the appraisal is a fraud because it did not have the Bathroom or  Utility room in the appraisal. 

  The Senior Attorney that I talked to did not know this and still refuses to state facts like they did not have the Bathroom or the Utility room in the appraisal, no pictures, so yes I call it fraud, The fact that my Attorney could not ensure a fair and complete appraisal and did not act after I talk to him for ***************************************************************************** then that the Appraiser and Umpire not walking in the home but did file a complete appraisal is fraud and it proves that Umpires and State Farm work together to low ball, I sure did not make that up, so this show intent to defraud me and violate my right to due process , this is a attorney sole reason for being hired not to tell me to go to Insurance com. I do have all the money that I recovered State Farm before hiring Morgan Law Group and that 2300.$ check for the **** that was damaged due to rain entering the damaged roof that proved that farm was to pay for the roof it was just the amount to be worked out but you could even do that mush this is false advertising when you say you can recover for me but you lose me money because my roof still leaks and yes the Bathroom and utility is under that same damaged roof and it was funny you did not know that but should have if it was a fair appraisal and no fraud.
  
  Sincerely,
  
  ***********************