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:06/24/2024

  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.

  05/21/2024 thru 06/04/2024 *********** came and mitigated water and removed flooring and walls, when repaired they used the slop sink in the basement to clean up the drywall compound, which clogged the sink and put drywall compound in our water well. The sink flooded when our water softener drained into it. The drain had to be snaked out, the well had to be pumped to remove the compound and the basement had to be dried.

  Business Response

  Date: 08/05/2024

  In reference to case #********, when we arrived at the property to access the water damage, we noticed that there was a flood cut in that utility room and questioned if this was part of the loss, the customer stated that it was not that damage is because his utility sink gets clogged and overflows when he cleans his stuff from making homemade bullets. The utility sink had a large amount of caked on debris.  Contractor owner had left property, went back within an hour when the customer called that his basement is getting water, the customer had a garden hose hooked up to the faucet to use outside and was running it for a while, the connection was spraying all over, we ran the water after he unhooked the garden hose and checked the sump pump pit there was no backup in there and the water was flowing in the drain. There was very little water on the floor and no drywall damage.

  Best Regards,

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

  USA Water and Fire

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

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21892484
  
  I am rejecting this response because:  It does not even make sense to the claim. Bullets casings get cleaned with water only. I stated to ***** (superintendent) that his drywall guy washed their drywall mud tools out in my slop sink and it caused it to overflow. The caked up debris in the bottom of the slop sink as pictured in the attachments. ***** felt the debris and agreed that it was drywall mud, I kept some in a jar if they need a sample. As far as a garden hose I would have to run 150feet or more of garden hose to get it outside which my hoses are not that long. The hose in that room that may have been noticed goes to my well system, this hose drains my system when needed.

  As attached all these pictures were sent to ***** who stated he was the companies owner. Picture 1 show the slop sink with standing water, picture 2 shows the drywall debris left after unclogging the drain, picture 3 shows standing water outside of the well pump room, picture 4 shows well pump room with standing water this was after it had been mopped, this is where the slop sink is located.

  As with all the interactions with this company they side step the issues and never provide a straight answer. All I am looking for is compensation for the repairs that needed to be done to fix the problem they created.
  

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

  Business Response

  Date: 09/04/2024

  Attached is the invoice from the customers company to repair the clogged sink, we are willing to pay the $600.00, if he can provide the receipt for the drying fans and dehumidifier, we would pay the full amount of $940.00.

  Customer Answer

  Date: 09/04/2024

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

• Initial Complaint

  Date:02/14/2024

  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 came to my home on Saturday morning after I called on F Friday night. The contractor assumed I had insurance coverage he instructed his crew to remove doors, cut drywall, move baseboards, carpet, and my two 8 x 10 rugs. They returned to pick up their equipment and changed $7000. They claim all my doors were damaged I didnt even have a chance to see damage they took everything. When I asked for my doors and rugs to be returned. They claim they are being cleaned . Now they want to charge me $500 to return my rugs.

  Business Response

  Date: 03/27/2024

  We arrived at the customers home on 2/3/24 for a sump pump failure with the basement flooded with water, *************** signed a contract with *** Water And Fire (attached). Mitigation was performed on the basement to prevent further damages (estimate attached). The customer does have insurance but it was determined that her policy did not have the additional coverage for backup. On 2/5/2024 our estimator was dispatched to the home to meet with the customer and walked the property for the damage and to prepare an estimate. On 2/10/24 the estimate was provided to the customer in person and instead of paying the estimate amount of $10557.82, her and the project manager agreed on a final price for the mitigation of $7000.00. The customer paid the agreed amount with a check (attached).  Some of the doors where left on site annd the other doors that were damaged due to swelling were discarded. The customer was present when the services where provided.  Some pictures attached