Reviews

Review Details

• Review fromPatricia F

  Date: 10/18/2023

  1 star
  This company did come right away to dry out damage in my basement family room but it went downhill from there. The project manager never contacted me once they had the job and the only contact was when I called and left a message for him to call me back. He preferred to deal only with my insurance company and not me. After waiting for over a month to get some information I called and he said he made a supplemental claim with my insurance company but they hadnt gotten back to him. Hed not told me anything about that until I contacted him. I contacted my insurance company and they emailed me the information the same day which I forwarded to him. I waited to hear back from him but again after a few days had to contact him, thinking he had what he needed and could put me on the schedule. He said he needed one more thing from the insurance. I waited six weeks before I called him again. He told me he didnt get an answer from my insurance company and that were dropping your job. He wants to deal directly with the insurance company. This was after five-and-a-half months of waiting with things torn up in my basement. I called my insurance company and they said they didnt receive any further request from him but would have approved what he wanted, coverage to move things out of my basement, stored in a pod and then move things back in when the job was completed. Since he said were dropping your job I assume that it was not just him but the company. The project manager was difficult to work with, very dismissive of me and was very unprofessional, never taking any initiative to communicate with me and wanting everything to be done by working only with my insurance company. To me this is very poor business practice and Im sorry I went with Towne, glad not to work with them any further. I consider them unreliable and untrustworthy. They recommended another company, which I did not contact since I dont trust Towne.
  

  Towne Fire and Water Damage Restoration

  Date: 10/19/2023

  **************,

  We are sorry to hear of this complaint regarding the service you received from us. It seems that there are some misunderstandings regarding the level of authority both you and Towne have when it comes to working with insurance. Authorization to proceed with the work has to come from the adjuster as they are the ones issuing payment. We know you wanted the work to proceed, but had your insurance not agreed to pay, you would have received the bill, and been expected to pay it. There were several attempts made to contact your insurance company to speak with anyone, as we were not able to reach your adjuster and he was not communicating to us. The problem is that your adjuster gave you a check and said "It's approved". That unfortunately did not cover the complete scope of work that needed to be done. We were working on trying to get coverage to remove all the contents from your basement in order to complete the necessary structure repairs. That is where the delay came, due to multiple unanswered requests. As the job lingered, paitence on both ends was lost. We apologize that we were not able to work with your adjuster and come to an agreement in order to repair your home. We simply never received communications to approve your final estimate. You had two options; wait for the insurance to provide an answer, or pay for it yourself. You did not want to do either. We had to make the decision to move on. We wish you all the best in getting your home put back together. 

  Sincerely, 

  Towne, Inc.