Complaints

This profile includes complaints for Wrightway Emergency Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Wrightway Emergency Services has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Wrightway Emergency Services

  300 Triple Diamond Blvd Unit A North Venice, FL 34275-3656

  
• 

  Wrightway Emergency Services

  6835 International Center Blvd Fort Myers, FL 33912-7149

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:05/23/2025

  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.

  October 2024, My condo association, Rolls Landing Assoc., hired Wrightway Emergency services to assess and repair damages done to my unit from a burst water pipe, covered under the ***************************Dec. 06, 2024, there still had not been any progress in repairing my living quarters in order for me to finish what was not covered by the association.On 2/6/25 I requested from both my condo association and from their emergency service company they hired, who to put in a claim for damaged property in my unit caused by Wrightway during their assessment and drywall repair. Because of Wrightway Emergency's neglect, I had to hire a contractor to make repairs on their repairs. Via email, they acknowledged breaking my kitchen granite countertop, my kitchen sink, and using my ****** **** table for their items during their demolition and repair process without any covering to the floor or the tabletop, during their work.3/4/25 I emailed *** ******, Team Coordinator for Wrightway to ask for Wrightway's insurance company Wrightway uses so I may put in a claim for the damages done to my property due to the negligence.3/7/25 and again 3/11/25 I emailed my ******************* head, ** *****, to ask for Wrightway's insurance so I could put in a claim since the association hired them and Wrightway wasn't getting back to me on my inquiry.3/11/25 *** ******** emailed response "As I said I dont know our insurance carrier, but I will get with my general manager during our meeting tomorrow on your concerns."3/13/25 I hadn't heard back from ***, ** I emailed an inquiry to her again for status. I haven't heard back from her since.I placed a claim into my own insurance, but they understandably denied it since my policy does not include third party damages for repair.

  

  Business Response

  Date: 05/23/2025

  Dear Ms. ************************ you for bringing your concerns to our attention. I want to begin by expressing my sincere apologies for the frustration and inconvenience you've experienced. At Wrightway Emergency Services, we strive to deliver quality service and clear communication, and I regret that your experience did not meet those expectations.
  Ive asked our Mitigation Manager, ***** ******, to personally reach out and review the situation with you in detail. His goal is to understand the extent of the damages youve described and explore a path forward that helps bring some resolution.

  Regarding your granite countertop, we completely understand how upsetting it must have been to discover it damaged. Granite countertops are beautiful and durable when in place, but unfortunately, they are also extremely fragile once installed. In many cases, granite slabs are adhered directly to the cabinets or substrate using strong bonding agents and placed without built-in support for removal or movement. Once cured, they are not designed to be detached or lifted without placing significant stress on the stone itself. Even with care, it is not uncommon for granite to crack or break during any effort to remove it for necessary repairs or access.

  While we make every reasonable effort to protect property during mitigation, some materialslike granitecarry inherent risk when disturbance is required. We want you to know this was not due to neglect or lack of concern, but rather the unfortunate reality of how certain materials respond under these circumstances.
  I also want to apologize for the breakdown in communication you experienced in trying to get follow-up information. It is not acceptable that your emails went unanswered, and I take responsibility for ensuring our team does better in providing timely responses.

  Again, Ive asked ***** to connect with you directly so we can address your remaining concerns as thoroughly as possible. We value your feedback, and were committed to improving how we handle these situations.

  Sincerely,
  **** ***
  ************************start="2386" data-end="2389"> Wrightway Emergency Services
  ************
  *********************************************************

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23366724
  
  I am rejecting this response because:

  I never in fact received this note from Wrightway, I have to keep following up with them. The last correspondence with regards to this case with Wrightway Emergency was this morning after I asked what the update was, and was told by their "Estimating Manager" **** ***: "I am coordinating with the superintendent to confirm a few details and will reach out once we have more information." In conclusion, the company is responding to my never-ending status inquiries, but just keep pushing it aside with that they will check into it. I have sent them numerous photos and explanations, all with replies of that they wiull get back to me, if which I then need to follow[up with on the status of.
  
  Sincerely,
  
  ******* ***********

  

  Business Response

  Date: 06/23/2025

  Dear BBB and Ms. **************************** you for the opportunity to provide additional comments regarding this matter.

  This morning (June 23rd), I personally followed up with Ms. *********** and advised that I was in the process of confirming the specific details of her concerns with the superintendent who oversaw the work performed at her property. Before we can move forward with a proposed reimbursement amount, we must ensure weve reviewed the full context of the project and verified the items in question. I appreciate Ms. ************ patience as we gather that information, and I will be reaching back out directly once we have the necessary confirmations.
  We do take her complaint seriously, and weve already acknowledged the concerns she raised regarding the kitchen granite, sink, and table. In response, our team has reviewed all available documentation and photos, and weve made internal offers to address several of the issues she mentioned. These efforts have been communicated previously and reflect our intention to work toward a fair resolution.
  While I regret that Ms. *********** has felt the need to follow up repeatedly, I do want to clarify that we have remained engaged throughout. The complexity of her requestparticularly the valuation of personal property damagerequires careful review and coordination. We are not ignoring the matter, and we are not dismissing her experience.
  We are continuing to pursue a resolution in good faith, and I will personally remain the point of contact to ensure clear and final communication.

  Thanks,
  **** ***

• Initial Complaint

  Date:04/25/2025

  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.

  This company was hired by the owners of a home i was renting. While the employees were doing mitigation services they took private pictures of my property that was damaged due to the home sewege flooding into the entire home. Upon the employees taking pictures i asked them would i be able to get copies of the report and pictures of my property that was taken and deemed contaminated. All of the employees told me yes and that all i would have to do is call in to request it once the report was finished. Now a couple of months down the line i call in to request a report and now i am being told i cannot access rhe report because a bill in the amount of *****+ was now my responsibility and that the owners advised them to put the bill in my name. First off i would like to see a contract that i signed stating that the services that was done was between me and wrightway and also i would like to see if the service call was made by me as well. If not please remove my name off of any bills you have or else i will be taking legal action because that is fraudulently activity that you and the owners are doing by using my personal information and adding it to bills that do not belong to me. Second i would like to see the report of my personal property that pictures were taken of after i was told i could access the report because it was my property. I would k*** these issues resolved because i did not sign any legal documents with wrightway to have a bill be put out with my name on it. Thats fraud and i will persue legal actions if it isnt. Second i would like to get a report that was promised to me while services were being rendered at the property i was temporarily renting at the time.

  

  Business Response

  Date: 04/25/2025

  Dear ******,

  
  Thank you for bringing this matter to our attention. I have connected with the responsible team, and we are actively reviewing the details of this case to ensure it is handled appropriately.
  Please be assured that we are committed to resolving this issue amicably and efficiently with the involved parties. We will provide a formal response to the complaint within the requested timeframe and will work directly with the complainant to address their concerns.

  
  If you need anything further in the meantime, please feel free to reach out.

  
  Sincerely,
  **** ***
  ************************start="660" data-end="663"> Wrightway Emergency Services
  *********************************************************
  ************

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23249679
  
  I am rejecting this response because: This Does Not Solve the issue and i would like them resolved before the case is closed out with proof sent to me. I have provided some pictures to back up my complaint. Wrightway knows that ** *** onnon building LLC is a scam establishment. I have proof that the day the service call was made it was made ro seem as the the home had flooded that day or the day before whnlen that service call was a complete lie. The flood happened 2 weeks prior to wrightway coming out to mitigate the situation. ** *** Onnon building also lie to wrightway and advised them that the flood water only came from the back of the toilet when in fact it did not ***** ******* knew the flooding water in fact came from the septic system backflow into the home and lie to Wrightway upon the service call. I have proof of everything because for my safety i have to. I do not wish to get wrightway involved into any legal matters i have with ****************************** but i would like for them not to uphold the fraudulent activity that they have been doing and to make this situation right so that they may continue there buisness as they were before ****************************** got involved with the fraudulent activity that they have been doing. So again i ask that you make this right amicably and provide me with what i request so that i may close out this case completely. If you wish to speak to me i have left my number several times for someome to call me back before i got to this point of a BBB complaint. Thank you
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/28/2025

  Following up on the recent complaint submitted by Ms. ******* I have discussed the matter thoroughly with our internal team.

  After reviewing the situation, I would like to clarify that the reason we are unable to share the requested documentation directly with Ms. ****** is because she is not our client and holds no fiduciary responsibility for this file. Our services were contracted by, and provided to, the property owner, who is the responsible party on record.

  As such, we have supplied all documentationincluding reports and photographsto the property owner. Should Ms. ****** wish to obtain copies of any documentation pertaining to the work performed, she would need to request them directly from the property owner, who may choose to share those details at their discretion.

  For privacy and contractual reasons, we are unable to release such information directly to tenants.

  Please let me know if there are any further questions or if additional clarification is needed. We are committed to working within the proper channels and maintaining the integrity of our client relationships.

  Thanks,

  ****

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23249679
  
  I am rejecting this response because: Since i have no contract with wrightway there should be no bills in my name from the company please remove all of my personal information from your files because i do not have a contract with you nor did i occur those expenses from the services you did on behalf of another party. Please send me a letter informing me that my name has been removed from any and all bills pertaining to wrightway and the services they rendered. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 05/20/2025

  Dear BBB and Ms. **************** you for the opportunity to provide additional clarification regarding the concerns raised by Ms. ******* ******. We appreciate the Better Business Bureaus facilitation in this matter.
  
  1. Clarification of Contractual Responsibility
  Wrightway Emergency Services was hired by the property owner, not by Ms. ******* to perform emergency mitigation and restoration services at the referenced residence. At no time did Ms. ****** authorize services, sign a service agreement, or incur financial responsibility for the work performed.
  Upon internal review, we confirmed that:
  No contract exists between Ms. ****** and Wrightway Emergency Services.
  Ms. ****** is not responsible for any invoices, nor has she ever been treated as a client for billing purposes.
  While a QuickBooks invoice was originally created on May 21, 2024, under the name of Ms. ****** in error, this invoice was voided by our accounting team on July 29, 2024. The billing contact on file was updated to reflect the property owner, Ms. ***** *****, on May 28, 2024, and all financial obligations have since been satisfied in full under the correct account (Project IDs ************* & STR).
  We sincerely regret the initial misrouting of the invoice email and have taken steps to ensure proper documentation and communication protocols are followed in the future.
  
  2. Documentation & Tenant Reports
  Ms. ****** requested access to job documentation and photographs that include her personal property. We understand and respect her concern. However, Wrightways reportsincluding photos and findingsare considered confidential deliverables for the contracting party. As such, we are unable to release those documents directly to third parties, including tenants, without the written consent of the property owner.
  Ms. ****** is welcome to contact the property owner directly to request access to this information, and the owner may choose to share it at their discretion.
  
  3. Resolution Summary
  The invoice addressed to Ms. ****** was voided on July 29, 2024.
  The billing responsibility has been fully reassigned to the property owner, ***** *****.
  The job was paid in full, and Ms. ****** has no financial obligation or association with this account.
  No reporting or collections activity has occurred or will occur under Ms. ******* name.
  We are happy to issue a formal letter confirming these facts, upon request.
  
  4. Closing Statement
  We recognize how stressful situations involving property damage and displacement can be and regret any added confusion during the billing and documentation process. Wrightway Emergency Services is committed to transparency and professionalism, and we trust this explanation resolves any outstanding concerns.

  
  Sincerely,
  **** ***
  General Manager
  Wrightway Emergency Services
  *********************************************************
  ************

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23249679
  
  I am rejecting this response because: Yes i would like a formal letter emailed to me at the email address ************************** And than i will close out this matter once received.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/09/2025

  My response was sent through the BBB platform, what further clarification is needed that you're requesting a separate email?

• Initial Complaint

  Date:04/10/2025

  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 contracted with WrightWay emergency services after hurricane ****** for flood remediation of our clubhouse here at ************************** 55+ co-op community. We have many elderly and military veterans living here. WrightWay gave us a bill for $62,000 for the work they performed. The insurance company *********** that handles the NFIP/FIMA calculated that work and gave us $12,000 for the remediation. We feel Wright Way is trying to rip us off. The bill is more than we can afford to pay. We have tried for several weeks to meet with them face to face. They offered a phone call and we feel that it's not adequate as we would like to discuss the bill in detail and offer examples of how they've overcharged us and loaded up the bill. At this point we have not paid anything and are waiting for them to offer us a meeting. We are seeking to resolve this issue and are willing to pay a fair amount for what they've done. Any help you could give us would be greatly appreciated. I am the president of the board of directors here and you can contact me by email and by phone anytime.

  

  Business Response

  Date: 04/10/2025

  Dear BBB and Mr. ************** you for the opportunity to respond to this complaint and clarify the situation regarding the invoice for flood remediation work performed after Hurricane ******.
  We are committed to resolving this matter and have no interest in prolonging the confusion or frustration felt by the board or residents of **************************. Our team will be following up directly with Mr. **** and the board to arrange a meetingeither in person or via video call, per your preferenceto review the full scope of the work performed and address specific concerns.
  
  Request for Documentation
  To facilitate a thorough reconciliation between our invoice and your insurance settlement, we respectfully request the following documentation:
  A copy of the insurance adjusters estimate
  A copy of the Proof of Loss submitted to the **** carrier
  This information is necessary to compare line items, quantities, and pricing assumptions. It is very common, especially when dealing with ****, for the initial settlement offer to be partial or incomplete. In many cases, insurance estimates are generated before receiving critical documentation from the contractor, such as:
  Moisture readings and dry logs
  Before/after jobsite photos
  Invoices for equipment and labor
  We are prepared to submit any additional information the carrier may require to justify the full scope of completed work. Once we receive and review the adjuster's report and settlement breakdown, we can determine where discrepancies exist and work collaboratively to address them.
  
  Our Commitment
  We understand this community is comprised of many elderly residents and veterans. We recognize the importance of ensuring all charges are clear and reasonable and are committed to reviewing any concerns presented. We are open to reviewing specific line items in detail and discussing potential adjustments, if appropriate. Our goal is to resolve this matter respectfully and fairly, without escalating conflict or adding stress to the community.
  We look forward to working together toward a resolution once the documentation mentioned above is provided.
  
  Sincerely,
  **** ***
  General ****************start="2658" data-end="2661">WrightWay Emergency Services
  Phone: ************
  Email: *******************************

  Customer Answer

  Date: 04/21/2025

   
  Dear Better Business Bureau:
  Thank you for your assistance in regards to our complaint with WrightWay emergency services. The response from Mr. **** *** was prompt and encouraging. Although we had been seeking an in office meeting, we have scheduled a zoom/phone meeting for April 23 as all board members have returned North for the season. I would like to keep the complaint open if possible until a satisfactory resolution, just in case mediation is required.
  Thank you again, 
  ******* Shar  

  Complaint #********

  
  

• Initial Complaint

  Date:02/10/2025

  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.

  Wrightway services was hired by ************** (********************) to do emergency services/cleanup after flooding caused by Hurricane ****** and ******. Wrightway was hired to remove wet plasterboard and installation 4 ft up the wall, removed wet flooring, vanities, appliances, and damaged furniture. The condo complex has 20 units and each unit is roughly 800 sq ft on the ground level. Wrightway did not provide a quote for these services prior to starting.Wrightway serviced 17 of the 20 units. When the bill was provided, it was close to $900,000. We contacted the company, as this bill was clearly priced gouged, and not in line with the services they provided or industry standards. After trying to navigate this conflict on our own, Wrightway only removed $30,000 from the bill, demanding we pay a bill of over ******* for some services which were not provided, and significant price gouging inconsistent with industry standards. Price gouging people who have lost everything in the wake of a natural disaster is terrible. This must be investigated.

  

  Business Response

  Date: 02/12/2025

  We sincerely understand how difficult and stressful it can be to recover from a natural disaster, and we regret any frustration youve experienced during this process. Our goal is always to provide necessary emergency services in accordance with **** and industry guidelines to help restore properties as efficiently and transparently as possible.

  All of our billing follows NFIP guidelines, and the charges reflect pricing that has been historically accepted on other **** claims we have handled. We are more than willing to review any specific line items on the invoice or estimate with our subcontractor, Insurcomm, who performed the work. To further this discussion and address your concerns accurately, we will need a copy of the insurance undisputed estimate. This will allow us to determine where supplements may be needed and clarify exactly which items in our invoice are being disputed.

  Please feel free to provide this documentation so we can work toward a resolution. We appreciate the opportunity to review and discuss this further to ensure transparency in the billing process.

   

  Thanks,
  **** ***

  General Manager

• Initial Complaint

  Date:12/26/2024

  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.

  I, ***** *. Stuck, am writing on behalf of my mother, ******* M. **********, who is 86 years old and the owner of the condo at ************************************************************* The property in question is a second-floor unit in Building 6 of **************On July 29, 2024, I contacted Wrightway.The condo was dried out but remained in disarray, waiting for repairs to begin. I made several calls trying to arrange for the dryers to be removed and the rebuild to commence. In total, she paid $3,442.87, but the only work completed was the drying process.I continuously checked on the status of the rebuild and sought the removal of the dryers. My mother was unable to list her condo for sale because of the ongoing ******* husband assisted my mother in moving her personal belongings from the condo from August 10 to August 18, but no rebuilding work had started.On October 4, Wrightway sent two insurance checks via express mail through **** made out to both Wrightway and my mother, insisting she sign them and return them. I inquired about the rebuild, but ***** indicated that the contractor claimed he had already completed the work. I sent ***** pictures of the unfinished areas, and she was surprised and promised to have the work completed ************** husband returned to ******* from October 19 to October 23, shortly after Hurricane ******, and was shocked to find that the condo still had not been ********** list the condo for sale, we had to hire someone else to perform the necessary repairs and rebuilding. *** Remodeling completed the work on November 8, 2024, and we paid them $650 on December 2 to finalize the repairs. We listed the condo for sale on November 12, losing valuable selling time late in the season.Despite this, Wrightway continues to send us bills for $3,689.66 for the rebuild that was never completed. I refuse to allow anyone to take advantage of my mother or defraud the insurance company in this manner.

  

  Business Response

  Date: 01/02/2025

  We are currently reviewing this matter internally, and our team has already contacted the client. We will proceed with releasing the lien and making the necessary adjustments to the invoice. I will update the file once the final settlement has been submitted to the client.

• Initial Complaint

  Date:12/02/2024

  Type:Product 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.

  Wrightway Emergency Services supplied an inflated estimate for the remediation work done to the site. What should be a $400,000 to $500,000 invoice is $1,295,000.00. This is being challenged in court, via the ********** of Business and Professional Regulation), Counsel, and our Insurance providers.

  

  Business Response

  Date: 12/11/2024

  We appreciate the opportunity to address this concern. At this time, WrightWay Emergency Services has not submitted the final invoice package to the insurance carrier. The amount referenced in this complaint reflects a preliminary estimate based on the full scope of emergency services completed at the property, which included demolition, cleaning, drying, and stabilization.
  Additionally, it is important to note that WrightWay Emergency Services has fully funded all emergency services work to date, and we have not received any payments from the association. This proactive approach ensured that critical work was completed promptly without delay while awaiting the final reconciliation of costs.
  The only amount invoiced to date was a draw towards the work completed, as it is typical for the insurance carrier to release an advance during the claims process. This approach is consistent with practices in other current claims we are handling with **** and ensures that necessary work can proceed efficiently.
  We are actively working with the insurance carrier to finalize the agreed-upon amount for the services provided. This is a standard process in our industry and involves careful review and reconciliation to ensure all parties are aligned.
  We take concerns like this seriously and remain committed to transparency and resolution in collaboration with all stakeholders.

• Initial Complaint

  Date:08/20/2024

  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.

  Wrightway Emergency Services has been retained by Gulf Coast Management to replace a flight of wooden stairs as well as other wood work at *************** in ********* *******..About a month ago they came out and put up poles to make the deck structurally sound for the process...they did not put screws at the top of the poles to secure them properly to the wood and this came to everyone's attention yesterday when one of the poles fell through a tenants window...they came right out acting like it was our fault the screws hadn't been put in..ranting about who was going to pay for the window ...they put 2 screws in each pole to secure them and left..never a mention of the dangerous situation they have put the upstairs tenants in leading us to believe the deck was properly supported...nor mention of the injuries falling poles and boards and decks could inflict on people including children walking under them..or mention or concern for the guy who was lying in his bed by the window when the pole fell through it..Their neglect left us all in a very dangerous situation

  

  Business Response

  Date: 08/20/2024

  Thank you for bringing this to our attention. We sincerely apologize for the situation and any distress it has caused. Please know that we are fully aware of the issue, and we are in the process of having the damaged glass replaced as soon as possible. Additionally, we are conducting a thorough review of the entire installation to correct any deficiencies and ensure the safety and security of all residents.

  Your safety is our utmost priority, and we are committed to addressing this matter swiftly and professionally. If you have any further concerns or questions, please feel free to reach out to us directly.

  Sincerely,
  ***************
  General Manager

• Initial Complaint

  Date:01/19/2024

  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.

  This company is unprofessional, dishonest and takes advantage of people in unfortunate circumstances. Our home was destroyed in **** First they were too busy so they referred us to a company they were working with from the Northeast and this company wanted us to commit insurance fraud, which we did not and called WrightWay back. Approximately two weeks after the hurricane, WrightWay came and assured us they would seek settlement from our insurance company only. They began "work" after several meetings that they blew us off at. They set up fans and did not return until we called multiple times asking for an update. We were billed for extra days during holidays and while they found staff to work on our home. Their workers would be sitting in their vans, clocking hours while not doing any actual work. We had to call them back multiple times to cut out more mold that we found ourselves after they said they had gotten it all. Our insurance company eventually went ******** so we got assigned to FIGA and we are still fighting them but WrightWay went back on their word and has now put a lein on our home, is harassing me and is trying to *** us. There was an automatic stay x 2 put on FIGA for UPC insurance so they will eventually get paid because we will *************** but we have to wait. We would like them to wait until we are legally able to *************** and get their money.

  

  Business Response

  Date: 02/13/2024

  Dear *******,
  
  It deeply saddens me to hear about the challenges you've encountered with our company, and I want to extend my sincere apologies for any distress or inconvenience this may have caused you. Your feedback is incredibly important to us, and I'm grateful for the opportunity to address your concerns.
  
  At WrightWay, ensuring our customers' satisfaction is paramount, and we take every piece of feedback seriously as it helps us improve and better serve you in the future.
  
  I want to express my heartfelt apologies for any frustration you may have experienced throughout your interactions with our company, particularly regarding the issues with your insurance and the subsequent difficulties with the restoration process. Please know that we are fully committed to resolving these matters promptly and fairly.
  
  Regarding the lien process outlined in the Contract, I want to offer some clarification. In *******, it's a standard industry practice for contractors to file a lien if payment for services is not received within a certain timeframe. While I understand this may add further stress, it's important to note that liens have a one-year expiration period, and we are committed to abiding by all legal guidelines set forth by Florida Statutes.
  
  I recognize the complexities surrounding your insurance claim and the assignment to FIGA, and I want to assure you that we are fully dedicated to collaborating with you and FIGA to resolve any outstanding issues. Our ultimate goal is to reach a fair and mutually beneficial resolution to this situation.
  
  If you have any further concerns about the work performed or our billing practices, please don't hesitate to reach out. ***************, our General Manager, is available at ************ to discuss your concerns further and provide updates as needed.
  
  Once again, I apologize sincerely for any inconvenience you've experienced, and I genuinely appreciate your patience and understanding as we work towards a resolution.

• Initial Complaint

  Date:03/30/2023

  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 12/21/2022 we contacted Wrightway to assist with a flood in our home from a broken pipe. They came to begin the mitigation process. We were unhappy with the way Wrightway handled our claim. It had been very difficult getting a response and reaching them and their team. On 1/30/2023 they came and removed their equipment from our home at my request. I asked them to please send their invoice to my insurance adjuster (they did have his contact info) While I tried to have patience and consider we were not their only customer, I feel they dropped the ball.The mold report was completed January 8th, we feel they should have reached out to us immediately after to schedule next steps. We had mold growing out from under our cabinets.Instead, I had to call several times to push for an estimate that we finally received 17 days later. In the meantime my home had been left to sit since 12/21/2022 in dissarray waiting on Wrightway for next steps like drywall removal. Wrightway also damaged my tile when removing carpet and setting up dehumidifier machines. This was reported immediately after it happened and also to the manager that came to pick up the equipment on 1/30/2023. On March 7th I received a claim of lien from Wrightway for $ 8765.24.They never reached out to insurance or me prior for payment.They are responsible for the replacement of my tile floor also.

  

  Business Response

  Date: 04/01/2024

  I am reaching out to extend my sincerest apologies for the delay in responding to your concerns on this platform, alongside the challenges you encountered with our services. At WrightWay Emergency Services, we strive to deliver excellence, particularly during such critical times as you faced. It's evident that in this instance, we did not live up to the high standards we set for ourselves, and for that, we are truly sorry.

  The complexities of your case, exacerbated by the unfortunate circumstances surrounding your insurance carrier's transition, demanded a higher level of diligence and sensitivity from our team. We understand that the involvement of FIGA, following UPC's business closure, added an additional layer of complexity to an already stressful situation. Recognizing this, we aimed to navigate these complexities with the attention and care you deserved.

  
  We are heartened to confirm that since October 13, 2023, your claim has been settled in full. Additionally, in acknowledgment of the service issues encountered and as a gesture of our commitment to rectify the situation, we have provided a $1000 credit. These steps were taken with the intention of demonstrating our sincere regret for the inconvenience caused and our dedication to making amends.

  
  Reflecting on this experience, we have undertaken significant measures to enhance our operational and communication practices. Our goal is to ensure that all our clients receive responsive, transparent, and empathetic service, especially when external factors, such as insurance transitions, complicate their recovery process. We believe that these improvements will help prevent a recurrence of such issues in the future.

  
  We deeply appreciate your patience and the opportunity to address and resolve these matters. It's important to us that you know our team remains at your disposal should you need any further assistance or wish to discuss any aspect of our service. Please do not hesitate to reach out to me directly.

  
  Your feedback has been invaluable in guiding our efforts to improve. Once again, we apologize for any stress or inconvenience you have endured. We are hopeful that our actions demonstrate our commitment to your satisfaction and to rectifying the shortcomings in your service experience.

  
  Thank you for your understanding, and we look forward to the opportunity to restore your confidence in WrightWay Emergency Services.