Complaints

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• Initial Complaint

  Date:03/26/2025

  Type:Sales and Advertising 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.

  Our depreciation that is supposed to be paid to the insurance holder was STOLEN by this company and the contractor ***************. After over a month of trying to receive our certificate of completion so that we could file the appropriate documentation to our insurance company, ****, had the insurance company send over the depreciation to them and sent our funds to the contractor and did not provide notice. We called on a daily basis to **** and sent emails to recover the necessary documents needed. The entire time we worked with them they sent funds to us or authorized approval to send to vendor so that we could appropriately handle funds. This time around after trying to follow up for over a month, they did not provide notice that our Depreciation was being sent out. We just received a simple email stating our funds had been sent to the vendor. I have NEVER in my entire real estate career seen a Public Adjusting Company do this. We reached out via telephone and email immediately once we saw the email and the response took another month. Only for them to claim, that it was supposed to happen. No accountability on their part. We want the money owed to us that we were supposed to receive. We owed the vendor $1000 from the depreciation and we want the remainder sent to us.

  

  Business Response

  Date: 04/10/2025

  Thank you for the opportunity to respond to the complaint. Wed like to clarify our role and address the concerns raised by the customer.
  As stated in our agreement, ********************** (PPAG) is responsible solely for handling the insurance claim, which we successfully approved on the customers behalf. At the beginning of the claim process, the customer authorized that payments be made directly to the contractor. This authorization applied to both progress payments and the final depreciation payment once the work was completed and a Certificate of Completion was submitted.
  We did not receive any written request from the customer asking for the final depreciation payment to be issued to them instead of the contractor. As with prior payments, we followed the authorization on file and notified the customer by email once the final payment was processed.
  We were unaware of any separate agreement or arrangement the customer had with the contractor regarding any partial balances. We are confident that if there is a dispute regarding how the funds were used, the contractor can work with the customer directly to resolve it. We're also happy to assist by reaching out to the contractor and encouraging a resolution.
  While we wish we had known sooner about the customer's concerns, we are still here to help. We value every client and are committed to professionalism and transparency throughout the claim process.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23117833
  
  I am rejecting this response because: 

  We have evidence that shows that we submitted emails to **** asking for them not to send funds to the vendor in Exhibit A. We also have an email asking for an update on items and letting them know that we were trying to recover the depreciation and costs in ************* Exhibit C, we received an email 17 days later that funds were disbursed to the vendor. We repeatedly informed **** over the phone and email that we were having a hard time reaching out to the contractor and that we were trying to receive items to show completion so that we could recover depreciation and costs. They acknowledged this in an email to us and also stated the same. At no point were we informed that they received funds from the insurance company, we have no record of an email or phone call from ****. We were only notified via email that funds were sent out. At no point, did they give us an heads up in regards to this by going through the appropriate channels which is to inform us first. If so, this could have been resolved but instead funds were sent out without our approval. 

  
  Sincerely,
  
  ******** ***

  

  Business Response

  Date: 04/18/2025

  
  As we previously explained, the email you referenced was sent after the Certificate of Completion (COC) had already been submitted to the insurance company and the depreciation payment had been issued to the contractor.
  If you have any documentation, such as an email or other communication sent to us prior to February 20, requesting that the funds not be disbursed, please forward it to us.

  We remain committed to resolving this matter professionally and appreciate your cooperation.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23117833
  
  I am rejecting this response because:
  
  The email sent to inform PPAG that we would like to recover our depreciation that is owed to the insurance holder was sent on Feb 3rd. It is in the documents provided. No email or correspondence was provided to us that they had even received the funds. Only an email that our depreciation was sent to the vendor. Where is the accountability? 

  
  Sincerely,
  
  ******** ***