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:01/13/2025

  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.

  Contracted with this company to represent us for homeowner's insurance claim related to Hurricane Milton damages. No progress since the estimate has been provided. Multiple emails, texts and calls with their desk adjuster, however no response.

  Business Response

  Date: 01/27/2025

  We appreciate this matter being brought to the attention of management; our team is reviewing the files for this client and will be addressing with them directly. Thank you. 

• Initial Complaint

  Date:11/05/2024

  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 was told they would represent me in my claim against my insurance company on water damage to my home. For months I sent them documents the insurance company requested to verify this was a legitimate claim. They forwards these to a dead email address. They never call my insurance adjuster to find out what exact docs they needed to move this claim forward or even if they had received the docs sent. I was told not to call or talk to my insurance company, but after months of no action I called and demanded a conference call to find out where the problem was, turns out Noble was sending the docs to a wrong address and never called to verify docs were received. This company has caused me extreme depression, anxiety and frustration with their lack of communication and actions on my behalf. They would not release me from my contract stating they had done all these things, send emails and make phone calls, although none of these actions moved my claim forward. I am retired and live on SS so I am unable to fixed my home without the insurance money, which Noble wants 15% of all monies receive. And to top it off they have the checks going to them with their name on it and I have to give them a check for their part before they will send me my check. Any help you can give me would be greatly appreciated.

  Business Response

  Date: 11/07/2024

  Attached you will find the formal response and supporting documentation as requested. If you require any additional information, please let me know.

  Customer Answer

  Date: 11/15/2024

  
  
  Complaint: 22513028
  
  
  
  I am rejecting this response because: Noble has wasted months of this claim being able to move forward due to their lack of phone calls to insurance adjuster to get clarification of items needed and/or whether docs sent were actually received, instead relying on un-monitored emails received stating they received your email and were working on it.  They appear to have done this as a way of causing the insurance company to pay more in cost of living expenses which they expect to receive 15% of all monies received on this claim.  This is unacceptable and unprofessional way to treat their own client to receive more money.  This claim could have been settled and closed months ago 
  
  
  
  Sincerely,
  
  
  
  Judy ************

• Initial Complaint

  Date:09/05/2024

  Type:Customer Service 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 very unprofessional. I have several emails requesting updates on my claim from June of 2023 .I was switch around from one person to the next three times.. The insurance company reached out to me and advised they were not getting response as well. I was talked to like a child, but they are quick to reach out for their money They don't care about the customers,
  Miranda in the accounting department was very nice and understandable and Joshua was the last person to handle my claim, he was great Everyone else was very rude and nasty. I reached out to this company several times by email and phone. Out of the blue I received notification on August 5, 2024 that someone tried the cash a check in the amount of $3,257.81 even after I indicated for Noble to hold on June 11th and on July 23 to only cash check for $613.70 only because I had to pay the mold company for the mold removal. To my surprised they indicated they tried to reach me on a number I no longer had, but they also never sent an email indicating they couldn't reach by phone until I contacted them to find out why did they try to submit the check after I sent several emails. Now I understand why all the bad reviews were removed from their site I realized back in November 2023 several other customers were complaining about communication issues and all they care are about is money. RUN FROM THIS COMPANY!!!!

  Business Response

  Date: 08/16/2024

  Ms. *******,

  Thank you for sharing your concerns. We have reviewed your file thoroughly and would like to address the points raised. Professionalism: Both Cody and Angelica maintained a high level of professionalism in all communications. Cody's departure from Noble was due to personal reasons, which led to Josh taking over your file. Documentation of Communications: We have a record of 125 emails and phone calls between Noble, your insurance company, and yourself. Additionally, there were 80 documented communications between our accounting department/management and you regarding insurance checks, reissue of checks and outstanding fees. Our initial welcome email also provided information on how to check the status of your claim through the Client Portal.

  Payment Issues: On February 21, 2024, you provided a check for $3,257.81 to cover our fee. However, the required mortgage authorization form was not submitted. According to our contract, payment is due from the insured upon receipt of insurance proceeds, not from the mortgage company. Despite this, we held the payment for nearly six months. Our accounting department proposed depositing an insurance check for $6,137.02 that did not include the mortgage to cover the outstanding fees, with the remaining balance to be issued after ten business days. You declined this offer and paid the $613.70 fee due for that check. Check Expiry and Insufficient Funds: The $3,257.81 check provided by you was returned due to insufficient funds. This occurred despite our accounting department sending you a check for $6,137.02 two weeks earlier. We made two attempts to contact you by phone to inform you of our plan to deposit the check. Claim Settlement: It is worth noting that, through Noble's efforts, your claim settlement increased by 51.46% after you engaged our services. We hope this clarifies the situation. If you have further questions or require additional assistance, please feel free to reach out via email.

  Customer Answer

  Date: 08/21/2024

  
  
  Complaint: 22151187
  
  
  
  I am rejecting this response because:  The company still forwarded the same email response from a week ago, even after I submitted documents showing that my last contact to them was on July 23, 2024, regarding payments to their accounting department.  The company failed to acknowledge on July 23, 2024, there were no discussion with their accounting department of check needed to be cashed before expiring date nor did they try to send an email to me before trying to cash the check.
  
  
  
  Sincerely, 
  
  
  
  Nathasha *******

  Business Response

  Date: 08/23/2024

  Ms. *******,
    As per our first response, we will address this same situation again. We have reviewed your file thoroughly and would like to address the points raised. Professionalism: Both Cody and Angelica maintained a high level of professionalism in all communications. Cody's departure from Noble was due to personal reasons, which led to Josh taking over your file. Documentation of Communications: We have a record of 125 emails and phone calls between Noble, your insurance company, and yourself. Additionally, there were 80 documented communications between our accounting department/management and you regarding insurance checks, reissue of checks and outstanding fees. The last contact you have with us is not July 23, 2024, but we have been in contact through email on August 5th, 7th, and 8th, and phone calls on August 2nd, 5th and 8th. Our initial welcome email also provided information on how to check the status of your claim through the Client Portal.
    Payment Issues: On February 21, 2024, you provided a check for $3,257.81 to cover our fee. However, the required mortgage authorization form was not submitted. According to our contract, payment is due from the insured upon receipt of insurance proceeds, not from the mortgage company. Despite this, we held the payment for nearly six months.The payment for this check was delayed six months by you. Our accounting department proposed depositing an insurance check for $6,137.02 that did not include the mortgage to cover the outstanding fees, with the remaining balance to be issued after ten business days. You declined this offer and paid the $613.70 fee due for that check. Check Expiry and Insufficient Funds: The $3,257.81 check provided by you was returned due to insufficient funds. This occurred despite our accounting department sending you a check for $6,137.02 two weeks earlier. We made two attempts to contact you by phone to inform you of our plan to deposit the check. Claim Settlement: It is worth noting that, through Noble's efforts, your claim settlement increased by 51.46% after you engaged our services. Again, we hope this clarifies the situation. If you have further questions or require additional assistance, please feel free to reach out to us via email.
  
  

  Customer Answer

  Date: 09/10/2024

  
  
  Complaint: 22151187
  
  
  
  I am rejecting this response because:

   

  I was notified on 08/20/2024 by Southwest **********
  that Noble had sent the amount of $3257.81 to the ********** without notifying
  me of this matter. I explained to the Southwest ********** that a check
  was just written and sent out that same day. I also indicated to them
  Noble never sent any form of letter indicating payment needed to be made within
  a certain time frame. I notified Noble several times to hold the check,
  and I agreed to pay interest in the amount of 1.5 % for holding the check until
  ******** released additional funds. Noble sent an email on May 28th
  indicating at that time the interest was $244 34 which I agreed to since there
  was an urgency to get mold removed from the home as soon as possible due
  to health issues
  
  Noble received payments from me 08/11/2023 in the amount of
  $499.95 and $804.46. Then I had to obtain an attorney for litigation due to
  more repairs needed on the home.  Checks were mailed at the end of
  December 2023, but Noble failed to follow up with citizens insurance on status
  of the check Citizen indicated they sent check, but Noble could not
  locate  The check were sent to a previous attorney who was no longer on my
  case and Noble had sent the Attorney the check back to signed which caused
  another delay  When I called Noble they indicated  the person
  that was working on my case was no longer with the company. The checks were not
  received until February 27, 2024, for repairs, but these checks were sent
  directly to ******** due to the Forbearance Plan.  
  
  I sent a written check to Noble on 02/15/2024 in the amount
  of 3,257.81 and followed the steps by the accountant Miranda who advised me to
  send a note along with the check to hold until ******** can release the funds,
  which I did.
  
  March 28, 2024, Miranda advised to send a form to the
  Mortgage company to fill out, but ******** rejected the form and said they will
  not be filling out any form. I notified Miranda of this information, and I
  agreed to pay the interest.
  
  My last communication regarding the check from Noble to see
  if it was good to deposit was June 11, 2024, which I did communicate and
  indicated ******** still would not release all the funds for repairs. I was
  notified that a citizen had also sent another check for $6127.02 to pay the
  mold remediation company due to the health issues in the home.  Noble
  indicated that out of this payment I would be responsible for $613.70, which I
  agreed to pay. Noble actually tried to take the check to cover the $3257.81 and
  to write the difference off of $2265.51, which I did not agree to because of
  the severe health issues. In this email communication there was no mention of
  additional forms needed, no mention of a check needed to be processed by a
  certain date, no mention of updated amount of interest owed nor any statements
  in the mail.
  
  July 8, 2024, I notified Noble by email that a check will be
  sent in the amount of $614.70. Noble response was Thank You. There are no
  updates on interest owed for the check in the amount of $3257.81, no
  mention of the check about to expire.
  
  July 23, 2024, I notified Noble by email that the check in
  the amount of $614.70 was good to deposit and advised only this check was good
  to deposit at this time due to all repairs not completed. Noble response was,
  Thank you for the verification.  There are no updates on interest owed for
  the check in the amount of $3257.81, no mention of the check about to
  expire.
  
  August 5, 2024, I was notified by the bank that a check in
  the amount of $3257.81 was bounced. I immediately contacted Noble and realized
  they had a whole new person handling my case from the accounting department
  named MiKayla who was not aware of the situation and my communication with
  Miranda. I indicated no one reached out to me by email or mail since she
  indicated no one could reach me by phone after I indicated I no longer had that
  line, and it was hacked. I indicated I also had another number on file, but no
  one contacted me on that line as well. Mikayla indicated the check was about to
  expire, I said there were no other means of communication.
  
  August 8, 2024, I sent an email to Angelica indicating that
  I will be reaching out to ******** to let them know they are demanding payment
  even though the repairs were still not completed.
  
  Noble has received payment of $3257.00, which was cashed in
  on 08/26/2024.  Still no invoice nor statements in the mail of the amount
  of interest owed nor no email response of how much interest is owed.
  
  September 6, 2024, I received another call from Southwest
  ********** indicating I have a balance of $288.31 in interest and $886.53 for
  **********s.
  I indicated this is not right. I previously worked for a
  capital one bank, and you are supposed to send a notice to a customer for
  payment and advise them they have a certain number of days to submit payment
  before it goes to **********s.  This was never done, nor I did not know
  the exact amount of interest owed because I never received an invoice or
  statement, now they want to charge a ********** fee for a check that I was
  paying interest to hold.
  
  
  
  
  Sincerely,
  
  
  
  Nathasha *******

• Initial Complaint

  Date:05/02/2024

  Type:Billing 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.

  We were issued a check from our insurance company and noble already received their portion. Now we had to hire a lawyer and they still want parr. And they did nothing
  
  I mean nothing. We shouldn't have to pay anymore

  Business Response

  Date: 05/14/2024

  Good afternoon,

  In response to this complaint, please accept the following summarized/condensed timeline of services provided:
  

  9/28/2022 Date of loss (Hurricane Ian)
  10/3/2022 claim reported to insurance
  10/20/2022 insurance company’s initial inspection
  10/21/2022 insurance company’s estimate is completed and a determination of coverage is as follows:
                         Coverage A Replacement Cost Value: $14,626.82
                                    Less Recoverable Depreciation:  $5,829.42
                                    Net Claim Payment:  $8,797.40
  

                          Coverage B Replacement Cost Value:  $10,254.85
                                     Less Non-Recoverable Depreciation: $1,894.85 (amount over policy limit)
                                     Less Recoverable Depreciation:  $1,137.65
                                     Less Deductible: $4,180.00
                                     Net Claim Payment: $3,042.35
  
  11/28/2022 Noble’s services are retained. In accordance with the contract executed for public adjusting services signed by the Insureds, Dana and Jaime ******: 
  “The Insured hereby agrees to pay and assigns to the Noble 10% of the gross claim payments made by the insurance company relating to the above referenced loss, including, without limitation, payments for bad faith and extra-contractual damages, regardless of whether the loss is settled or paid by the insurance company by reason or as a result of adjustment, mediation, appraisal, arbitration, insurance company’s election to repair, lawsuit or otherwise (hereafter collectively referred to as the “PA fee”).”

  11/30/2022 Noble establishes representation with insurance company
  

  12/8/2022 The insurance issues payment in the amount of $11,839.75 reflecting the amount awarded on 10/21/22
  

  12/27/2022 Noble completes an initial line item estimate, this is sent to the Insured for review. A revision request is submitted to Noble’s estimating department.
  

  1/11/2023 Noble’s revised estimate and corresponding proof of loss is sent to the Insured
  

  1/16/2023 Noble receives the insurance check for $11,839.75. Noble was named as a payee, No Fee was applied or collected. The check was endorsed and mailed back to the Insured this same day.
  

  2/6/2023 The Insured emails Noble their signed and notarized sworn proof of loss. 
  

  2/7/2023 Noble submits the executed proof of loss, line item estimate, and a detailed photo report to the insurance company establishing a dispute of their initial assessment. 
  

  4/13/2023 As Noble had not received any response to emails and voicemails made to the insurance adjuster, Noble contacted the insurance claim’s  customer service department to confirm that that phone number and email address previously provided was current and accurate. The CSR confirmed these details were correct and provided Noble with the contact information of a supervisor.
  

  The following email was then immediately sent by Noble to all parties:
  “I'm attaching to this email all the documentation necessary for you to review our position on the client's claim above and reach out to us with your thoughts. It's been 197 days since the storm, First time we sent our demand to you was February 7th. Per State Statute 627.70131 (1)(a) Upon the insurer's receipt of communication with respect to a claim, they should review and acknowledge receipt of such communication within 14 calendar days.

  Please review the estimate and Proof of Loss as soon as possible. If you find that you are in agreement with our estimate, please respond, with a date by which payment is to be issued. If you disagree with our estimate, please include any and all disputes so that we can attempt to negotiate and settle this claim as quickly as possible. We request that this response be in writing and that all disputes are listed by line item with the reason for the dispute.”
  

  5/9/2023 Unable to make contact with the assigned insurance adjuster or supervisor, Noble again contacts the insurance claim’s customer service department to escalate the matter regarding a lack of response. Noble is advised that the claim has been closed and the assigned insurance adjuster is no longer employed with their company. Noble demands that the claim is reopened and evaluated for supplemental compensation.
  

  6/14/2023 Successful contact via phone is made with the newly assigned insurance adjuster who advises Noble that no forms/documents were found regarding this claim. While on this call, the Noble representative demanded that the insurance adjuster locate the emails sent to them directly over the last few weeks. The insurance adjuster confirms locating the emails and documents in their inbox and advises that they will look through all documents and provide their supplemental assessment review within one week.
  

  Noble relayed this information to the Insured; the Insured explained that they are consulting with a licensed attorney to discuss the potential of a lawsuit against the insurance. 
  

  6/20/2023 the insurance company offers $21,000 “new money” in exchange for a full and final settlement release. Noble presents this offer to the Insured who rejects the amount and confirms that she has retained legal counsel.
  

  6/27/2023 The Insured’s retained attorney confirms representation of the claim with Noble; the two parties arrange for a phone call to discuss the claim history.
  

  7/13/2023 Noble shares with the Insured’s attorney via email, all files to substantiate the loss dispute and the documented records of the insurance company’s acts of bad faith.
  

  8/9/2023 The insurance company issues a supplemental payment in the amount of $12,005.78
  

  10/10/2023 Noble receives the insurance check for $12,005.78 and a personal check in the amount of $1,200.58 from the Insured reflecting the applicable 10% fee. The Insured requests that Noble refrains from depositing the personal check provided until the insurance funds are available in her personal banking account.
  

  11/3/2023 The Insured authorizes Noble to deposit the fee payment of $1,200.58
  During the litigation process, Noble continues to offer our services for the claim; whether that is a revision to the line item estimate to reflect increased costs of material and labor, expert testimony, attendance at inspections, or any additional requests made by the retained attorney. Although Noble may request updates regarding the status of a claim; it is important to note that the Insured maintains a right to client/attorney privileges so information may not be provided to our office on a regular basis (if at all). 
  Records reflect that during this time, the Insured did not attempt to contact Noble or request any additional assistance as the claim was being represented by a licensed attorney. 
  

  3/5/2024 the Insured’s attorney updated Noble that the ******’ claim had settled and their office was awaiting the final settlement agreement from the insurance company’s attorney to provide to the Insured. 
  

  5/2/2024 , the Insured submitted this complaint in an effort to dispute the fee to be applied. 
  

  5/10/2024, the Insured posted a 1 star public google review alleging that she had 5 public adjusters assigned to her claim and that our staff “stopped answering [her] calls” and that Noble “said we can't get anywhere with [her] insurance, hire a lawyer”. 
  

  5/13/2024, a member of Noble’s management team spoke with the Insured who advised that she had yet to receive the settlement agreement to finalize the claim; the call summary of this conversation notes that when discussing the 10% fee, the Insured “repeatedly kept saying that Noble did nothing and that we can sue her if we want our fee”. Following this phone call, it was confirmed by the Insured’s attorney that the settlement agreement had in fact been signed and submitted to the insurance, although the final payment had yet to be received by their firm.
  

  The Insured has not once complained to any parties at Noble regarding her claim and/or the public adjusting services provided; however, it appears that the client is attempting to make false statements against Noble for the services she received as a result of her dispute of the contractually agreed upon 10% fee. 
  

  At this time, Noble is not in agreement to reduce the fee applicable to the settlement proceeds; nor is Noble in agreement to alter, modify, or amend the terms of the agreement for public adjusting services executed by Mr. and Mrs. ****** on November 28, 2022. Attached is a copy of the executed agreement for public adjusting services. 
  

  
  

• Initial Complaint

  Date:10/06/2023

  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.

  At the end of February I met with a salesperson from Noble. She told me all the things a salesperson would tell you - they can help me, there's plenty of leeway with my wind policy, blah, blah, blah. She was very convincing. I signed with Noble and there was a little movement but not much and terrible communication. The first desk adjuster was horrible at communicating and I had to repeatedly call and email to try and get a response. After a few months I decided to contact someone higher up. I complained about the lack of communication and not much being done with my claims. I asked to be switched to a different adjuster. A few days later I spoke to someone who told me they had switched me to another adjuster and had fired the adjuster that was working on my claim. She called him " a dud". I'm sure she won't admit to that. So now I have a new adjuster who said all the right things and gave me all the promises. Once again hardly any movement. I have emailed, called and texted every person that I have contact information for and I have been completely ghosted. No response at all. I have even asked them to just contact me to tell me if they have closed by case. Nothing at all. After losing everything in the hurricane this is just salt in the wound. My new adjuster gave me all this talk about how we went through Hurricane Michael and he does this to help people. The sales person Kristina also told me she does this to help people. Well, they have not helped me, only hurt. I'm sure they'll come up with some response to help them sound good but the fact is they treated me like I was nothing and not important at all. What a waste of time and hope. I should have read these complaints before hiring them.

  Business Response

  Date: 10/12/2023

  Good afternoon Mr. and Mrs. ******,

  It is disheartening to hear that your interpretation of the initial interactions with our sales representative and the first adjuster did not meet your expectations. We take your concerns seriously and will address each of them accordingly:
  Our records reflect that you met with our Field Public Adjuster (PA) Kristina on February 22, 2023 where she evaluated and assessed the damages to your property caused by Hurricane Ian (Sept 28, 2022).

  The claim was initially assigned to desk adjuster Robert M.; he notified your insurance of Noble’s representation and requested applicable paperwork from their office. On this same day, an email was sent to you with details regarding your client portal and access to claim related updates. On 2/28, Robert M. sent you an email directly again introducing himself and assured you that he would be following up with you by phone for a formal introduction and plan of action for your claim; this same day, he followed up with your insurance again requesting applicable claim documentation for his review. On 3/6 you contacted Kristina regarding your claim and a request for a call with your desk adjuster. On 3/7, you spoke with Robert M by phone to discuss the claim; he advised you of the next steps. On 3/22, Noble’s initial estimate of the damages were completed and provided to you via email for review and approval. On 3/30, you and Robert M discussed the estimate and revisions were requested. On 4/4 the revised estimate was completed and provided to you via email for review and approval. On 4/5  the partial proof of loss (POL) was sent to you for signature. It was returned and submitted to your insurance on 4/6. Noble’s documents were again submitted via email directly to the assigned insurance adjuster by Robert M. on 4/7. On 4/27, Robert M. spoke with the insurance adjuster who advised that the insurance’s determination letter would be provided to Noble via email that same day; instead the original estimate and copy of payment letter from December 2022 was sent over. On 5/3, the insurance advised that they were rejecting the POL and advised that they were standing on the decision that the claim shall remain closed. On 5/5, Robert M.’s administrative assistance spoke with you regarding this matter. On 6/6 Robert M. spoke with you, he advised that the insurance adjuster has yet to provide the determination based on the documents Noble had provided and has not responded to his contact attempts. On 6/26 Robert M. again requested to speak with the insurance adjuster to discuss their lack of supplemental assessment. On 6/29, the claim was reassigned from Robert M. to your current PA Robert W. - it is not Noble’s procedure to disclose to any employee or client the terms of another employee’s departure from our company - this information is private and confidential - if in fact a team member advised you that Noble “had fired the adjuster that was working on my claim”, we can only conclude that this inaccurate information was based on rumors or their personal assumption of his departure. 

  On 7/13, Robert W. communicated with you via email apologizing for his delay in communication since the reassignment 2 weeks prior, stating “I apologize for the delay. I was in Georgia doing re-inspections when your claim was transferred to me, but I was on vacation last week and could not reach out right away.” On 7/17, Robert W. reached out to you and your insurance regarding an update of the claim. On 8/1, your insurance company finally provided a formal determination of the supplemental assessment which outlined “We have finalized our review of the supplement requested. At this time, no additional payments have been made.” 
  Robert W. has actively responded to both insurance companies with a dispute to their current position and addressed their responsibilities per state statutes and the terms of each policy. Your public adjuster has made recommendations to you and has discussed the next steps with consideration of alternative dispute resolution methods. 

  On September 3rd, Robert W. responded to Hurricane Idalia affected communities with essential resources and assisted in relief efforts. Robert W has experienced significant loss to his own home due to Hurricane Michael in 2018 - he fought his insurance and eventually used Noble to push the claim to resolution. I personally know that during this time he faced challenges that have motivated his work as a public adjuster and representative of those who have experienced similar loss. Prior to leaving the office, his emails were set up to auto respond with the following message: “I am currently on deployment for Hurricane Idalia relief efforts, and I apologize for any delay in responding to your emails. Due to the nature of the situation, I kindly request your understanding as I prioritize the urgent tasks at hand. Rest assured, I will make every effort to address your emails within the next 24-48 hours. Your patience and consideration during this time are greatly appreciated. Thank you for your understanding.” While trying to make every effort to maintain communications with clients and insurance company representatives; Robert and other members of our hurricane response team experienced periods of time without electricity, running water, internet, or even cell reception. Robert returned to the office full time on September 25th; and is making every attempt to catch up on claim files and client communications.  During this time, if you required a phone call or communication with Robert and/or a member of our Claims Department, our records do not indicate there were any incoming attempts of communications to our office made by you. In the future, please reach out to our Corporate Office with any questions or concerns; especially if you are unable to make contact with your assigned Public Adjuster.

  As of today, October 12th, it appears you have been in contact with Robert regarding your claims and he has discussed the progress of your claims and again advised you that it may be time to consider alternative dispute resolutions.
  

  
  

  Customer Answer

  Date: 10/17/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20700987, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Lori ******

• Initial Complaint

  Date:06/30/2023

  Type:Customer Service 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.

  We hired this group after looking online and reading reviews. What a mistake! These folks dI'd nothing to communicate and advocate for us which is why we hired them. What they will do is create a paper trail to document their efforts on their portal ; efforts not held true when phone calls listed on portal to carriers and client never occurred. What they will do is show up as soon as any check is issued regardless of their lack of effort on our behalf. Mary,our listed desk adjuster, never responded to emails or phone calls. I had to get in touch with Angelica, Noble client service rep, to get any response. I even had to connect with our insurance carrier to get checks moving. Unfortunately many folks in our community hired this group and reported similar experiences to us. We put an end to our misery before receiving adequate payment to make repairs just to be done with these leeches. We are once again in hurricane season so beware of this group. Stay away from them. Hopefully we will all stay safe but if not handle your claim yourself or find a reference who has had a good experience with any other adjuster. Run away from these folks as fast as you can!

  Business Response

  Date: 07/03/2023

  Good afternoon Ms. ********

  After extensive review of your claim file and communications between all parties I would like to address this complaint with the following timeline and facts:
  On October 12, 2022 you contacted Noble regarding services; your initial contact stated “We have damages from hurricane Ian. We have an HO3 and a flood policy with Citizens. I filed the initial claim on 9/30. An adjuster is scheduled to come out to assess damages on 10/28. We are new to Fl and need help understanding process.”

  After an initial inspection of your property, you retained Noble’s services on October 13th 2022 to represent your insurance claim. The claim was assigned to Noble’s public adjuster Mary; she submitted the appropriate documentation to your insurance and requested the immediate release of undisputed/emergency funds. On October 21st, Mary receives a response of acknowledgement for Noble’s representation via email by the assigned insurance adjuster.
  On October 23rd, your insurance completed their initial inspection of your property; their initial estimate of the property was completed on October 29th to be reviewed by the claims adjuster for revisions and/or approval.
  On October 31st, the initial estimate was completed and provided to you for review. This same day, a request was submitted for revisions to this estimate. 
  On November 2nd, the insurance awarded and released funds of $30,562.06. You received these funds and the funds were sent to your mortgage for their endorsement.

  Noble’s revised estimate was completed and provided to you on November 18th along with a partial proof of loss (POL) to be signed and returned to our office. The executed POL was submitted to your insurance company via email on November 28th with a 14 day demand for payment to be issued; this email also included a copy of the estimate and photo report reflecting the evidence of your damages.
  The initial insurance check was sent to our office for endorsement and immediately returned to you on December 12th with Noble’s endorsement. 

  On December 19th, you spoke with Noble’s Claim Manager Ben regarding your concerns about communication with your field adjuster and desk adjuster directly. This call was followed by an email thread outlining the claim progress and communication records from the date of contract. In this email, Ben offered to have the claim reassigned and outlined that both administrative assistants working alongside your PA had been unsuccessful in reaching you. He recommended directing communication with one party to prevent delays or confusion. 

  On December 20th, your insurance provides us with necessary documents that we requested in October. On this same day, you instruct Ben to have Noble cease work on your claim. He further explained that this would be considered a unilateral cancellation in accordance with the contract signed and that he was working to find a resolution with you to move forward. 

  On January 3rd, Noble received a certified letter with a request for termination of the contract. An email was provided in response to this advising you of the contract terms and conditions; outlining Noble’s services on the claim thus far; and three options to proceed. After open discussion between you and Noble’s Client Relation Specialist Angelica; on January 12th you authorized Noble to resume services and communications with your insurance adjuster. Communications between you and Angelica continued regularly via email; it appears that Angelica became your primary point of contact from this point forward. Mary and your insurance adjuster also were corresponding via email; you were included on these chains. Updates of your claim status and records of all calls and emails were made available on the client portal for your records and review.
  On March 30th, your insurance agreed to release supplemental funds in the amount of $15,449.10 and we were advised that your personal property was being reviewed for payment. On April 3rd, Angelica sent you an email advising you of what to expect moving forward; she mentioned that depending on the insurance adjuster’s evaluation of personal property and the claim, there may need to be a conversation and the consideration of alternative dispute resolution methods. She also outlined that these payments reflected over half of the cost of repairs estimated by Noble. On April 4th, our office received the insurance funds and after the necessary procedures were completed, these funds were mailed to you on April 5th. 

  On April 28th, we received notice that your claim was reassigned to another insurance adjuster and that your personal property was still under review. On May 18th, the insurance awarded an amount of $4,387.00 for personal property. The payment was received with the affiliated documentation by Noble office on May 23rd. The payment received was in the amount of $2,024.26 reflecting an amount reduced by a portion of your deductible. Again, this matter was communicated with you by Angelica in regards to the funds and your deductible being applied to the claim funds. Following this, Angelica provided you with a detailed breakdown reflecting the difference of funds between Noble’s estimate and your insurance’s estimate; she recommended that based on the  claim status, it would be beneficial for your public adjuster to present the insurance adjuster with a lump sum final settlement offer. Angelica requested that you provide some additional information so that a rough figure could be calculated for what would be an acceptable amount.
  On June 6th, you responded that you no longer wanted to pursue the claim. Angelica then advised you of all potential options to move forward as it was agreed that your claim was underpaid and far from being properly indemnified. She provided you with detailed information of your options: continue with the instructed closure of the claim, place the claim on hold to resume later (within the statute of limitations), proceed with the lump sum settlement offer/negotiations, request a mediation, request/demand appraisal, or consult with a law firm about litigation. On June 9th, you responded with the clear instructions for Noble to contact your insurance and close out the claim. This was Noble’s last date of contact with you. The claim was officially closed on June 13th with the insurance company.

  Throughout the claim history there was consistent communications between you and Noble representatives including members of management and the administrative assistants, who you were originally directed to speak with in reference to your claim. You were included in the emails between Noble and your insurance adjuster in reference to the ongoing negotiations and the discussions regarding your damages. You were provided updates via email and on the client portal, which is accessible 24/7. 

  Noble’s services and the role of public adjusters were discussed with you in great detail by numerous parties. Noble assisted in the preparation and presentation of your claim in an effort to reach a fair and amicable settlement. Our team collected detailed evidence and record of the sustained damages (via Matterport scan and photographs), drafted a line item estimate for the scope of repairs; reviewed your policy for provisions and coverages, assisted in the submission of a proof of loss, and advocated on your behalf from the date the contract was executed until your request to close the claim in its entirety. Noble provided services and fulfilled all obligations in compliance with the state laws and code of ethics.