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:04/06/2023

  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 12/24/22, we had a water pipe burst. Our insurance company recommended FloodX for water mitigation. The company came out on 12/30 when the area was already dry. They had to do very little: take 3 baseboards off; take 3X3piece of carpet padding out; place 3 fans down for just in case drying; take a 1X1 piece of ceiling to make sure it was dry, which it was. The company inflated costs to meet the amount that insurance company had allotted for this work. Some of the charges were for services that never occurred.

  

  Business Response

  Date: 04/06/2023

  During the December 24th freeze we had hundreds of calls to take care of customer water damage issues. **** home is out of our  service area but we agreed to service her due to it being a referral . We would have never gone out of our service range. She is 1.5 hours  from us . We drop drying equipments and pull baseboards and cut drywall and to prevent mold growth . If the customer felt that our  service was not necessary then why did she reach out to us ? I would understand if the customer was not satisfied with our services but the customer is complaining about paying . The insurance paid the customer and customer did not want to pay the 2k and want to tell me how much our service is worth. Customer then inform us that our tech broke an ornament yet never mention it nor have a picture of it and did not say anything about it for 45 days  until I asked  for payment .  If customer does not want to pay the dollar amount that the insurance paid for mitigation then she needs to return the money back to the insurance or else its insurance fraud.  Our  time is valuable and we charge for knowledge and ability and services . She is not out of pocket any money and she has not paid any money to us for a service completed more than 60 days and she have the money paid to her by the insurance yet she wants to keep it for a service that was completed by Fllodx . The guys worked thru the Christmas week holiday and instead of being grateful for a job completed. Ungrateful person . 

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19904445
  
  I am rejecting this response because:
  I was never informed of a $450 extra charge for travel time, had I been informed, I would never have agreed for them to come out. 
  i have never filed an insurance claim before and thought this service was mandatory. We were grateful for the men coming out which is why we did not say anything about the broken item that cannot be replaced as it belonged to my mother. The man was hungover according to another man and we did not want him to get reprimanded as it was the holidays and we are nice people that way. 
  again, we are being charged for services that WERE NOT provided. This company is committing insurance fraud by inflating and making up charges. I have discussed this with our insurance company. I am not committing fraud by standing up for what is right and that is not being charged for services not provided and having to pay a nominal fee for travel that I was never informed about. 
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  Business Response

  Date: 04/08/2023

  On December 30, 2022 at 12:51 pm  ( Friday)  **** texted me her address from phone number ************ with a request for mitigation services also known as structural drying from water damage  to prevent mold growth . The crew arrived on site on Saturday ( a two man crew ) .  Air movers  ( drying equipment) set up and take down . Baseboard and drywall were removed and drying process started and completed.  Customer responded to my text on Jan ********* at 2:26 pm  for reconstruction estimate.  Texted message continued till Jan 17th upon my arrival.  Met with **** and her dog.  I arrived at her home at 4:41 pm on Jan 17th.  No mention of broken items nor any comment in regards to the crew arriving intoxicated.  Making false accusation will result in a deformation suit . I was made aware of  All these accusation when payment was due.  For 45 days customer made no mention of any displeasure till it was time for payment .  Which have NOT been paid as of today.  Charges were not inflated and amount of charges was reduced to HELP the customer not have to pay out of pocket and we just billed for what the insurance paid the customer.  We have the right to bill for our services at our rate and its at our discrepancy if we want to issue the  customer a discount.  Our pricing is within the industry guideline . If you could remove the 3 x 3 piece of carpet padding, and place 3 fans and prevent mold growth, and 1 x 1 piece of ceiling and paid for gas , mileage, and labor  then WHY did you NOT do it yourself?   Oh because you do not have the knowledge or the skill or the equipment to do so!!!!!  Its ridiculous that I have to waste my time and energy on this absurd issue. 

  Customer Answer

  Date: 04/09/2023

   
  Complaint: 19904445
  
  I am rejecting this response because:
  I have made payment that I think is fair. FloodX believes that their company is the only company that we had to pay from our insurance settlement. (Though this has nothing to do with her and is none of her business.) As they arrived a week after the incident, there was clean up of actual water that we had to have taken care of. We also had to pay plumbers to take care of removing sheet rock and taking care of the plumbing issue that caused the problem. The mitigation did not begin nor end with this company. They made sure things were dry and that is it. I paid for the jobs they actually did. She wants to accuse me of insurance fraud but this company preys on people that are going through a disaster. 
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