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:05/04/2024

  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.

  The president of this company ******* ***** came to my home when the plumber i had out ****** **** ******** ******** Plumbing) called him he suggested all kids of stuff: costing thousands of dollars, He also suggested that we lie to my insurance about damaged items and their value (keep in mind there were no damaged items. I told him no he kept being pushy. I told him no again. I had a small amount of water that was to be removed. I told him if you won't pump out the water for $300 someone will. He said OK. We went upstairs were he tried the pushy aggressive sales tactics on my husband. I told him no pump out the water and ill call you when the plumbing is fixed(knowing I would never call). He said ok and then sent a bill for $4000 for work that did not happen. I know what these companies do they turn on a fan do nothing else and send huge bills. I own heaters and fans so the idea that I would give a single cent to this man for that is insane to me, his aggressive tactics was so bad it caused me to have a panic attack and he refused to leave if I didn't sign a paper he said it was for pumping the water out and a waiver of responsibility on him for any mold so in my panic I signed for the water removal and now they are saying I agreed and signed for an unlimited amount work. I have a $4,035.35 bill for work that was not authorized and did not happen. Which is vastly inconsistent with the amount that the office manager, *******, sent to our insurance company. She told us in text that we have was a oversight and would be amended. That didn't happen. So now we don't what they are claiming we owe. But what we owe is the $300.00 we agreed to to pump out the water.

  

  Business Response

  Date: 05/10/2024

  To Whom It May Concern,
  We have been made aware of the complaint regarding the services provided to *** ****** and ***** ******** following our mitigation efforts conducted from January 9th to the 12th. It is our intention to address all concerns raised in the complaint below. Brian Houser from Benjamin Franklin Plumbing reached out to us initially and informed us that the homeowner had a sewer line break that he was called out to repair. The initial contact with our company was made on January 9th when ******* ***** arrived at the residence to inspect the affected area. ******* ***** inspected the basement, and communicated the necessary services that would need to be carried out to extract the water and dry out the floor. Following the completion of the inspection, our team promptly commenced the mitigation process that same day to prevent any further water damage. This included extracting water from the basement and placement of a dehumidifier to prevent any mold growth. 

  
  After completing the specified services, we submitted our mitigation report to *** Insurance via email on January 16th, 2024, with *** ****** ******** being included in this email. Following the submission of the report, *** ****** ******** replied to our email stating ********, you have sent this to the right email address. I just didn't receive any attachments with it”. After a few weeks with no response from the homeowner's insurance company, office manager ******* *********** reached out to *** via telephone on February 27th to follow up on the status of the claim. It was at this time that we were informed the homeowner did not have any coverage for the claim. ******* reached out to *** ****** ******** via email informing him they did not have coverage, and asked if he would need financial assistance.On February 28th, 2024, our office received a call from ***** ******** claiming he had plumbing problems and *** ***** came out and gave him a rough estimate during his inspection of around $3,000.00, to which he claims he denied and told *** *****, “No he would not pay for this and insurance doesn't cover it”. Mr. ******** claimed his husband, ******, had signed the work authorization under distress so *** ***** would leave the home, and they never agreed to leaving the machine. ***** told our office that it was a small amount of water and he was willing to pay a couple hundred for the pumping but not for anything else. He claimed he would contest the bill in court and requested ******* not contact him or come near his home again.

  
   It is important to note that we MUST receive authorization from the homeowner on paper and in person before we are able to complete any mitigation services, set equipment, or bill their insurance company. We also help homeowners start a claim if necessary and we provide any guidance regarding insurance coverage if needed. One of our first questions to the homeowner is “Will you be going through insurance or is this going to be out of pocket?” If the homeowner does not have insurance coverage, we will work with them to settle on a price that is manageable for the homeowner and satisfies our scope of work in advance before any services are carried out. If we are unable to settle on a price, no work is carried out from that point on and nothing additional is owed. Our initial inspection is 100% free, and if the homeowner does not see a need for mitigation, even if it  is recommended to prevent mold growth or further damage, we always respect that and allow them to rightfully decline our services. 
  
  ****** ******** signed a contract authorizing our services, as well as a direct pay authorization form for billing his insurance, indicating he wanted to go through insurance and was not going to be paying out of his 
  own pocket. He never informed ******* ***** or any of the office administration that he did not have insurance coverage, contrary to Mr. ********s claim that he had expressed a lack of insurance coverage during the initial inspection and *** ***** “laughed in his face and proceeded with the work.” If we would have been made aware of the lack of coverage before carrying out any services, a negotiation could have been made with the homeowners. Mr. ******** has made several claims that *** ***** was incredibly pushy and forced him to sign a contract. ******* *****' primary concern at the residence was potential mold and asbestos growth, which can be incredibly hazardous if not managed properly and quickly. It is *******'s job to look out for the homeowner, and if he sees a potential hazard in the home, he must advocate the need for our services. However, as previously mentioned, the homeowner had every right to decline any further services. In fact 40%-50% of our calls we receive every month end up being lost sales due to the homeowners not needing our services because they end up cleaning the mess themselves. We would have no reason to forcefully pursue a signature on a piece of paper, especially considering the size of the job and the given circumstances being that we received the initial call during a widespread pipe freeze, so our call volume had already dramatically increased during that time, giving us absolutely no reason to forcefully pursue an authorization from Mr. ********. 

  American Water Damage is committed to ensuring that every customer has a positive experience with
  our services. In the event of any issues, we welcome the opportunity to address them in a timely manner and provide necessary assistance. We acknowledge the lack of insurance coverage and understand this can create a financial burden for the homeowner, which is why we urge them to inform us of this in advance before authorizing any services. I have attached copies of email threads between our office and Mr. ********. If any additional information is needed, please reach out to us promptly. 
  
  Thank you.
  
  Best Regards,
  ******* *****
  President
  
  

  
  

  

  Business Response

  Date: 06/14/2024

  We look forward to having this resolved in the near future.  Thanks.

  Customer Answer

  Date: 06/20/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because: this is another non-reply, like before, talking about the weather and other people's plumbing, because what you have done here is indefensible. The only resolution to this now, would be that ******* ***** and his staff stop lying about what happened at the property and claiming I owe money, and for ******** ******* at the Arlington, TX office to stop bullying, harassing, and trying to intimidate me, as I have detailed in my report to the Texas Attorney General.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:05/04/2023

  Type:Product 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 4/18/2023, we had plumbers come out (from KB Complete-Plumbing). They worked to fix leaks from our toilet. They suggested that we call a water damage service and that it would be free to have them come out and look to provide an opinion because a leak occurred.
  
  A contractor from American Water Damage came out and used what I guess to be a Moisture Meter. He stated that there was water under the floor and that if left untreated, could cause the title to pop or break. He stated water damage is generally covered by homeowners’ insurance and asked if the leak had been sudden or over time. After I stated it was a slow leak, so he suggested that if I made a claim to my insurance to state it was a sudden leak because they can “push back” on the claim.
  
  He stated he would bring in dehumidifiers and quoted $550. He did not use any software to pull a price like it stated in the contract (he just made the price up while looking at the bathroom). He stated he would call back or come by the next day to check on the dehumidifiers. He had someone bring in fans that he called dehumidifiers, but they are blower fans. ***** has them for about $100.
  
  He never followed up and I had to call a week later to have someone from the company come pick up the fans. I asked for a refund. The person I spoke with stated that her boss would call me back after reviewing the situation but her boss, ******, was on vacation until next week. I waited a week and called them back and I spoke with ******, and she said she escalated it to her boss, *******, but he was on vacation too, now, and would call me back next week.
  
  So, here I am, next week and no has followed up.
  
  If I don't get a refund, this is my next step: ***************************************/.
  
  Then a consumer product layer, on principal alone. I'm also going to call my insurance company and KB Complete-Plumbing and to tell them American Water Damage suggested that I commit insurance fraud.

  

  Business Response

  Date: 05/05/2023

  In response to the allegations made by ***** ********** we would like to say that American Water Damage Kansas City is a reputable business.  Our technicians hold credentials and certifications.  They would not jeopardize their lively hood and reputation or the reputation of the company they represent by suggesting that someone commit insurance fraud.  We have spoken to our technicians and were assured that they explain the process of the insurance claims but they do not try to sway the customers one direction or the other.  It also seems to be nonproductive for a $550.00 job.  We are willing to refund Mr. ********* his $550.00 but not as an admission of any wrong doing but to sever our tie to him as we feel that free service was his objective all along.  A refund check went in the mail to him on Friday May 5th for $550.00

  Customer Answer

  Date: 05/08/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:

  I would like an apology from American Water Damage for their wrong doing unless they want to provide proof like a screenshot, from Xactimate as indicated in our contract, that they normally charge $550 for the overnight rental of 3 blower fans.
  

  $550 may not seem like a lot to a company when they are trying to skeeze its community out of an amount that can feed a person’s’ children for a month and keep the lights on.

  I also need to keep the complaint open until I receive the refund check.

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