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Business Profile

Public Adjuster

The Icon Group Incorporated

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/07/2023

    Type:Order 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.
    We were preferred to ***************************** in November 2022 to work with his company, the Icon Group after hurricane *** to get help is receiving payment for a new roof. Prior to signing the contract with the Icon Group, we had no problem reaching and getting a return call from ****************** but after signing the contract ******************, he has made excuse, after excuse of why he has been non-communitive with us. He ever follows up when he says he will. I have to push for communication (I have text message proof) before he will respond. Then when he does respond, he will say, "I'll follow up by 4pm" or the latest was (as of 4/6) " I will follow up by close of business" and again nothing. He has invoked, family out of town, daughter party, family emergency etc., as to his lack of follow up with us. Currently, the insurance company states they have made an offer on 3/20/2023 and Icon Group has not followed up. I have called the ***** office at the ************* and left several messages. Due to the lack of professionalism, communication and the feeling of being misled and misrepresented we need Icon Group to release us from the contract as they have breached their duty of care and responsibility. However, NO ONE from this company is calling us back. This should be noted in their record. ****************** cannot use the excuse that there s nothing to follow up on--as there is a pending offer and we demand to know what that offer is! As a customer, this experience has been disappointing and unbelievably stressful.

    Business Response

    Date: 04/20/2023

    PRIOR to receiving the BBB complaint our office contacted *********************** regarding her claim and status. To clarify, *********************** was agitated that the insurance company had explained to her that there was an offer made but that The Icon Group was not responding to the offer which indeed was false. We have been in communication with the insurance company and no offer was made. The insurance company even went as far as RE-ASSIGNING the claim to a NEW representative as late as just a few weeks ago. The Icon Group has consistently followed up with KIN insurance company however they have failed in returning phone calls, replying to emails & providing a status update on *************************** claim. This has placed both my client and our firm in an uncomfortable position. After speaking with ************** have explained to her details on the insurance claims process, provided a status, & has been brought up to date. Any confusion that the insurance company has given to her has been clarified by The Icon Group.

    Please contact *********************** at ************ to confirm our response.. We would like this complaint removed as it was provided to ************** under false pretenses. 

    Customer Answer

    Date: 04/20/2023

     
    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,

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

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