Complaints

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• Initial Complaint

  Date:01/11/2024

  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.

  There work was okay, but Green Water and their owner ****'s billing practices are nefarious. They came in with a quote of $75K and without saying a thing, billed for close to $250************ triple billed and when audited by insurance, found most of their billing to be suspect. They are now billing me for the difference. This was on a residential mitigation job. What an outrageous company. They need to work this billing out with Allstate and not me. Allstate found their billing to be nefarious and gave them a very generous settlement of $116K.Additionally, they broke 5 windows in my house and painted over wood and tile floors. Broke my stove because they didn't turn off the power first. Sloppy operation. Sloppy billing. Sloppy team.

  

  Business Response

  Date: 01/13/2024

  Hello *****,
  
  We wanted to take a moment to address the recent concerns and issues that have arisen regarding the project we completed for you approximately 6 months ago. I understand that there have been misunderstandings, and I would like to clarify our position on these matters.
  
  Firstly, we are disappointed to hear your feedback and we believe you have made false and unfounded claims, defamed our name, or attempted to harm our family's small business and reputation. Our intention has always been to provide high-quality services and resolve any issues in a fair and amicable manner.
  
  Regarding the payment for the project, I want to emphasize that as of now, you have not incurred any out-of-pocket costs for our services. The project was completed to your satisfaction until as of late, and we have not received any payment for our services. We have been financing a project for 6 months interest free. We have business loans, credit cards, staff, supplies, and numerous other expenses associated with your job. Not only have we not been paid we have to pay interest which wont be reimbursed.  It is essential to recognize that, currently, our company is the one facing financial strain due to the delay and non payment. 
  The expense to front run this project for you comes at a tremendous cost and a financial hardship for our small business
  
  Regarding the broken windows, I understand your concerns. When dealing with projects of this nature, especially fire jobs, such accidents can occur, and we are more than willing to discuss compensation for the windows once we close out our bill. We do not wish to be held responsible for damage we did not cause, such as damage created by the fire department.
  
  Our contract stipulates that if we are unable to settle the bill with your insurance company, you are responsible for the outstanding balance. At this moment, we are actively working with your insurance provider, AllState, and have been open to reaching a fair agreement. We have stated that from the beginning all we wanted was for the review to be fair and accurate. We have been completely transparent with Allstate and open to sitting down and discussing every single line item   There is no intention on our part to engage in fraudulent or deceptive billing practices, and we have not received any such feedback from AllState. What Allstate has currently agreed to we did not write that bill and nor did an independent 3rd party. There have been absolutely no 3rd parties involved to our knowledge and no documentation provided from Allstate shows otherwise.
  We spoke to ***** on Tuesday, he stated going to review the bill and he would reach out at the end of week and the call did not come. We have been dealing with endless delays and run arounds for 6 months with little to no communication from Allstate. This should have been settled a long time ago and never reached this point. Now it appears that you have stepped in and demanded your carrier to do their job; they are now stepping up to the table for a fair and accurate settlement. At this point if ***** does his job, answers the phone or email, and reviews our bill fairly we should not have any further issues. But we are already starting off on the wrong foot again by him stating he would follow up by the end of this week and did not.
  
  Regarding the estimate provided, please review your contract, which includes provisions for additional work requested, resulting in an increase in scope and price. Allstate was made well aware of these additional requests, via phone calls and we have documented confirmation via email. We had several conversations onsite with ***** giving real time updates and stating the bill was continuing to climb. He acknowledged that fact and stated just write it up and he will review upon completion. Communication with ***** was great up until the bill was submitted. Then he just disappeared for long lengths of time.
  We have made several adjustments to our bill from *****'s feedback. Which is perfectly normal. We also did not agree with all his suggestions due to not being factual and didn't make those adjustments.
  Upon *****'s comparative submission, which he has agreed to pay out there are massive holes in it which was discussed with him on Tuesday. As stated he is reviewing and getting back to us. For example the entire attic was left off their write up, all floor coverings, p.p.e, air scrubbers, clean procedures, supervision, trash disposal, labor hours etc...   Now it is time for Allstate to make their adjustments and we have all documentation to back up our billing.
  Additionally there was a lot of unforeseen and additional work added to our plate beginning, middle, and end of project, by you, Allstate, architect, and rebuild contractor.  Additional walls were approved on the upper levels as well as attic, We were told the home would be cleared of you personal contents by another company and 99% of the contents was left behind for us to dispose of. Which took days and numerous trips to the dump just to clear the home before we could even start the work we were there for. this does not count the basement that was planned. Trim being taken off to preserve, labeled and relocated to garage as we as tons of personal contents. The entire first floor ceiling requested to be removed upon us wrapping up. We were not in agreement but bit the bullet, we had to re establish all containment and floor coverings on the first floor drop ceiling and re clean everything. Yes we had to repeat many of our cleaning processes 2 and 3 times that's why there are double and triple items
  
  Yes initially there were errors on the bill but that was stated from the beginning that we respected their review and willing to work closely through this process. With an Xactimate as large as your project with hundreds of line items there is going to be mistakes made. We have been absolutely open to any valid adjustments along this process. We are not the bad guys here We went above and beyond providing Stellar mitigation services to your home. Providing feedback to staff that worked on your property *****, *****, ***, ******, **** etc. were highly offended and took it heart and as a slap in the face. These guys put their blood sweat and tears into providing you an exemplary mitigation job. The documentation speaks for itself.
  An extremely small amount of overspray paint that is water soluble and easily removed with hot water or a bit of thinner cannot discount the incredible job these men provided for you. We are extremely proud of this job and will continue to use photo documentation taken on this project as great before and after examples for customers.
  
  We believe the real issue here is the bill not the work itself. I would ask if you have reviewed the bill yourself. We would like to know what line items you disagree with personally besides the total. We highly urge you to do so and provide us your feedback we will attach below. You have also been cc'd on all billing communications with *****. You have been witness to what has been going on here. Please feel free to give us you feedback on the bill.
  
  In conclusion, we kindly request that you reconsider your review, as it contains multiple false claims that do not accurately represent the situation. We are committed to resolving this matter in a fair and transparent way, and we hope to come to a mutually satisfactory resolution.
  
  Thank you for your time and consideration. We look forward to resolving these issues and maintaining a positive working relationship.
  
  
  

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21122203
  
  I am rejecting this response because: 

   

  I do not accept this businesses response.  They have been audited now by a 3rd party PuroClean as well as 2 adjusters at Allstate and found many errors in their billing and gave them a settlement of $116K.  Far below their $249K bill and well above their $75000 estimate.  I feel this company Green Water is out to take advantage of individuals and their insurance policies after a hazard, such as a fire in our case.  Additionally, there workmanship was not the greatest as I have pointed out.  They broke windows, painted over flooring and trim throughout the house and additionally broke our double oven by not turning off the power during removal.  

  
  

  Green water, did not clean up after their work and we continue to smell smoke meaning they didn't resolve or mitigate the smoke per their contract.  All in all, a terrible experience with this organization.

  
  

  I see to be compensated for their poor work, as well as broken windows and appliances.  I expect them to accept a fair settlement with our insurance company and aside from that I would like to warn other future customers of their aggreges practices.  

  
  

  Thank you,
  *********************

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

  
  

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

  

  Business Response

  Date: 02/13/2024

  We are disappointed to hear your feedback and we believe you have made false and unfounded claims, defamed our name, or attempted to harm our family's small business and reputation. Our intention has always been to provide high-quality services and resolve any issues in a fair and amicable manner. We financed your project for over 7 months interest free. Staff, supplies, and numerous other expenses associated with your job. Not only have we not been paid in full, we have to pay interest which won't be reimbursed. It is essential to recognize that, currently, our company is the one facing financial strain due to the delay and partial payment. Regarding the broken windows, I understand your concerns. When dealing with extensive fire projects, such accidents can occur, and we are more than willing to discuss compensation for the windows once we close out our bill but we will not be held responsible for damage we did not cause such as broken windows from the fire department. Our contract stipulates that if we are unable to settle the bill with your insurance company, you are responsible for the outstanding balance. At this moment, we are still actively working with your insurance provider, AllState, and have been open to reaching a fair agreement. We have stated that from the beginning all we wanted was for the review to be fair and accurate. We have been completely transparent with Allstate and open to sitting down and discussing every single line item. There is no intention on our part to engage in fraudulent or deceptive billing practices, and we have not received any such feedback from AllState. Regarding the estimate provided, please review your contract, which includes provisions for additional work requested, resulting in an increase in scope and price. Allstate was made well aware of these additional requests, via phone calls and we have documented confirmation via email. We had several conversations onsite with ***** giving real time updates and stating the bill will continue to climb. He acknowledged that fact and stated just write it up and he will review upon completion. Communication with ***** was great up until the bill was submitted. Then he just disappeared for long lengths of time. We have made several adjustments to our bill lowering the significantly in negotiation with Allstate,which is perfectly normal. Upon *****'s comparative submission, which he has agreed to pay out there are massive holes and some we are not in agreement with. As stated he is reviewing and getting back to us. Now it is time for Allstate to make their adjustments, we have all documentation to back up our billing. Additionally there was a lot of unforeseen and additional work added to our plate beginning, middle, and end of project, by you, Allstate, architect, and rebuild contractor. Additional walls were approved on the upper levels as well as attic. We were told the home would be cleared of your personal contents by another company and 99% of the contents was left behind for us to dispose of. Which took days and numerous trips to the dump just to clear the home before we could even start. This does not count the basement that was planned. Trim being taken off to preserve,labeled and relocated to the garage as well as tons of personal contents. Also the entire first floor ceiling requested to be removed upon us finishing up. We bite the bullet, and had to re establish all contaminants and floor coverings on the first floor drop ceiling and re clean everything. Yes we had to repeat many of our cleaning processes 2 and 3 times. That's why there are double and triple items, all legitimate. We have been absolutely open to any valid adjustments along this process. We went above and beyond providing Stellar mitigation services to your home. You even gave great feedback to staff that worked on your property. Our Contractors were highly offended and took it heart and as a slap in the face. These guys put their blood sweat and tears into providing you an exemplary mitigation job. We are extremely proud of this job and will continue to use photo documentation taken on this project as great before and after examples for customers. We believe the real issue here is the bill not the work itself. You have also been cc'd on all billing communications with *****. You have been witness to what has been going on here. We kindly request that you reconsider your review, as it contains multiple false claims that do not accurately represent the situation. We are committed to resolving this matter in a fair and transparent way.

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21122203
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************