Complaints

This profile includes complaints for American Water Damage of Baltimore, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Water Damage of Baltimore, LLC

  1740 Twin Springs Rd STE B Halethorpe, MD 21227-3550

  
• 

  American Water Damage of Baltimore, LLC

  809 Barkwood Ct STE C Linthicum Heights, MD 21090-1451

  

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:04/14/2025

  Type:Product 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.

  Working with company since November on a water leak. After mitigation, several quotes of escalated the cost of the repairs passed what the insurance thought was reasonable. One increase was due to my own request. After signing the contract, several different employees came out and kept escalating the cost until it did almost doubled. I chose to go with another vendor and Im just simply asking for my money back. Ive reached out numerous times through email phone calls or text messages and no one will even return my phone call much less refund my down payment.

  Business Response

  Date: 04/14/2025

  Thank you for Complaint ID: ******** Mr. ******* It looks as though you paid with a credit card January 14th, our company did a walkthrough of your property with a project manager on 01/22, where you stated you were unsure of what you wanted to do in the upstairs bathroom, and that you would be following up with us. After that we attempted to follow up to begin work  and leaving voicemails on 02/03, 02/05, 02/13, 02/18. Ultimately choosing no to go with our company on 03/21. The refund check for the rebuild deposit was mailed out to you 04/10, one day prior to this Complaint. I would imagine that you will get the check prior to this response. 

  Customer Answer

  Date: 04/14/2025

   
  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:04/08/2025

  Type:Customer Service 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.

  I am writing to file a complaint against American Water Damage of Baltimore regarding incomplete work and lack of communication in relation to a home improvement project covered by our home insurance. We hired American Water Damage to repair water damage in our home, expecting the project to be completed in a timely and professional manner. However, the contractor has failed to fulfill their obligations, leaving the project incomplete. Despite multiple attempts to contact the contractor, including reaching out to the manager and the company directly, we have received no response. Below is the timeline of the events. - Jan. 29 2025: The home repair contract for water damage was signed. - Feb. 7 2025: The first payment of $4621.54 was made as a deposit. - Feb. 27 2025: The project commenced - Feb. 28 2025: We sent the payment of $4621.54 and $2,235.13 via wire transfer. - Mar. 10 2025: The company failed to deliver the shower door, frame and other necessary materials, preventing the project crew from continuing their work. Communication with the company manager ceased. Since then, we have made multiple attempts to contact both the manger and the company, including numerous phone calls from March 8 to the present (March 30 2025). The followings are our documented attempts to reach them: five emails sent to the manager and the company on March 10, March 21, March 24, March 25 and March 26. Despite these repeated efforts, they have completely ignored our requests. To our surprise, instead of addressing our concerns or completing the work, the company sent us an invoice for the remaining balance. Per our agreement, this invoice should only have been issued after the work was fully completed and satisfactorily inspected. Given that the work remains unfinished, we find this billing practice unacceptable.

  Business Response

  Date: 04/14/2025

  Thank you for the complaint Yoomi- I have brought this to the attention of the Reconstruction team and I am trying to get more clarification as to what the problem is and why there was delays. It appears to me that you did have a *****e in the scope of work at the end of March and there were additional materials that needed to be acquired. I assure you that we are working on getting this case resolved as soon as possible. Someone from the Reconstruction team will reach out to rectify this soon. 

  Customer Answer

  Date: 04/18/2025

  The business has attempted to restart the project, but actual work has not yet begun. I believe it's too early to close the case. May I request that the case remain open until there is significant progress in addressing the issue?
  

  Thank you.

  Best,

  ***** *****

  Business Response

  Date: 04/29/2025

  Thank you for the update regarding complaint ID #23172342 filed by ***** ******

  
  We would like to inform you that we are actively and retroactively addressing the concerns raised in this matter. Our team has been in direct and ongoing communication with Ms. *****, and her project is currently on track to be completed within 7–10 business days.
  We have maintained daily communication with the customer to ensure transparency and timely progress updates. We will be providing additional information as it becomes available and remain committed to resolving this matter to the customer’s satisfaction.

  
  Please do not hesitate to contact us if you need any further updates.

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service 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 has an employee that is out of line. I took the incoming call from ************ & finally understanding the outstanding invoice ...although I have major issues with what they charged for. When I told this person that I would be submitting this to the insurance, she said no, this was an out of pocket expense, I shared with her that yes, I understood that but that I was GOING TO SUBMIT ON MY OWN to the insurance company. That part is non of **** business. They have been paid. I disconnected the call because she was NOT understanding a simple concept and it was not worth it to educate her. However, this employee proceeded to call my cell phone 15 times today 3/12/25. She is neither professional nor did she check that I had just PAID. Bottom line, this work done end of January was not worth $ ******** even with the machine rentals. I have made a ****** review warning others and Ive copied /emailed the company a copy of my concerns. My husband also reached out to AWD. We will also be alerting BBB.We look forward to being reimbursed for the door (they broke the glass) replacement and filters for my water extraction machine which they used.

  Business Response

  Date: 03/17/2025

  ******************* Thank you for expressing your frustration. The individual that was involved in your complaint has been addressed and educated on this. There was a misunderstanding and the employee stated that the initial call had dropped and when she was trying to call you back it was just rejecting and she did not think the calls were going through, hence why she called multiple times. I have explained the importance of not doing that and to reach out via email moving forward if there are phone issues. Not an excuse, but perhaps an explanation to you. I can provide you with the replacement cost of the shop vac filter and repairs to your screen door. Please let me know so that I can move forward in processing this for you. 

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service 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.

  I'll give credit to the fact that they showed up when we called. That's the only positive remark I'll make. This is a predatory company. They come into your house in time of dire need, run up bills with unnecessary work and inaccurate invoicing. Then when insurance, in our case travelers, refuses to pay for these inaccurate charges, they force the homeowner to pay the difference. I have a marked up invoice that I attached , which is $3k more than what insurance agreed to pay, with a ton of comments about their inaccurate charges. For example they charged us hours for "content manipulation" which is moving furniture, for rooms that had nothing in it or had furniture we already moved. Their response to my request to discuss these discrepancies was "this is the final invoice".
  
  I’d like to rectify this billing variance as I discussed in my email. I wish there were a way they could be prevented from this predatory behavior and not allowed to charge whatever they want knowing that it’s at the expense of the homeowner who’s only mistake is making an emergency call to the wrong company in a stressful situation.

  Business Response

  Date: 01/22/2025

  American Water Damage uses *********, a pricing software created by the insurance companies to control consistent pricing among contractors. We do the work needed based on the ***** standards for mitigation, drying and cleaning. The invoice was reduced already to help you as the customer as ********* has left you with a bill. It is the job of the insurance company to determine coverage and to pay the invoice from contractors to ensure your property is mitigated correctly. In your case, ********* has failed you and is leaving you with the remainder of the bill. I would ask my adjuster if they are ***** certified, if they use ********* as pricing software, where in your policy is the charges in question are not covered, and why they have chosen to leave you the customer with the remainder of the bill. I personally ask for a supervisor and report your experiences to the insurance commission. 

• Initial Complaint

  Date:01/03/2025

  Type:Billing 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 first day of service was on 8/08/2024 when the company arrived to start work on in my home. The process of possible work to explained in 3 phases mitigation, pack out/ pack/back and rebuild. The work and payment for the mitigation was paid in full related to the claim total estimated amount of 9,360.59 which was acceptable being $51.14 under insurance claim amount for mitigation. The work and payment for the pack/out pack/back was paid in full related to the claim total estimated amount of $4,591.30. After issues with the company started American Water Damage was told by advised they would not be chosen to completer my rebuild in my home. They became very aggressive over the phone and wanted demanding that they get to do the rebuild in my home. After that they started sending me overdue letters and aggressive attempts to advise me about the rebuild. My bills are current and it has been very stressful to say the least dealing with this company sending me overdue notices to my home. They are demanding a late charge of 1.5% on as unpaid balance of $2,947.22 that i do not owe. Please have them to stop contacting me. I gave this company a chance despite all of the negative reviews that are on line about this same company?

  Business Response

  Date: 01/10/2025

  Mr. *****- 

  We have tried and will continue to pursue efforts in collecting the money due for the Content Pack out/back. We revised our invoice down in an effort to close out the account with your insurance, however that was unsuccessful. We have different financing options available for you, should you need them. We performed a service and we were not paid. I apologize that the billing department reaching out to you for the unpaid balance is causing you irritation, but they are just doing their job in trying to collect on open balances. Please feel free to reach out to the office directly if you would like to discuss further. 

  Thank you!

• Initial Complaint

  Date:11/27/2024

  Type:Customer Service 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.

  Multipule problem areas, places where the flooring is seperated from itself leaving gaps in the middle of the room, the flooring is not flush with the molding on the walls leaving gaps between the bottom of the wall and the floor, and spots where the flooring doesnt meet the door sill/threshold leaving bare unfished floor in the doorways. Aswell my daughter stephanie and resident of the home spoke to a project manager named Mig who told her that this flooring could withstand pet wear including big dog nails, later we discovered this wasnt true leading to several indentations in the floor; we tried to resolve this with another project manager named marco who said because we didnt have what mig said in writing the comany isnt accountable for his statement. We went to home depot to get a consultation about the quality of the flooring after this unsettling experience and the employee told us it was rental property quality and to expect it to only last a year. this is not what we were expecting or what we were told. attached is an image of my final bill which they are harrassing me for and which i do not feel i owe them for faulty preformance of work under contract

  Business Response

  Date: 12/09/2024

  Ms. *********-

  Our company has made numerous attempts to correct the issues you are having with the flooring. However, this was the flooring you chose and it was installed at the insurance pre-loss condition specifications. All flooring stand a chance of being messed up from pets. We have even offered a $200 discount in an attempt to settle your claim. 

  Customer Answer

  Date: 12/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:their response is not satisfatory as I've alreadu stated
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:11/15/2024

  Type:Customer Service 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.

  I was referred to American Water Damage of Baltimore by *** *** ******* on August 31, 2024, and I signed an agreement with them on September 1, 2024, for water damage cleanup in my basement due to a leaking pipe. When the contractors arrived, I was unaware they would be packing my belongings for offsite storage, which was not mentioned in the agreement. As a disabled person, I couldn’t move quickly, so when I came downstairs, I found my belongings already loaded onto a truck. I had planned to use a spare bedroom to store anything in the way. I called my contact at American Water Damage to explain, but I was asked why I didn't stop the team from moving my things. By the time I realized what was happening, the truck was already leaving. The contractors removed carpets and paneling, brought in drying machines, and handled the tasks outlined in my agreement. They communicated with my homeowners' insurance, ******* ******, which paid $6,000 for the work; however, the payment ledger did not reflect the original estimate. After receiving unclear responses when I tried to contact American Water Damage about my belongings, I canceled my agreement on September 15, 2024, and sought another contractor through my insurance. I later learned that my belongings had been weighed, and I would need to pay about $4,000 to have them returned, which was not disclosed in the original agreement. Additionally, I found that wires had been cut from one of my electrical boxes after the equipment was removed.

  Business Response

  Date: 11/18/2024

  Ms. ******-

  I apologize for any confusion that you may have experienced during the mitigation process of your home. I want to make sure that I address all of your concerns, so please let me know if I miss anything. Regarding the packout of your belongings- Once your job signed up on Sunday September 1st, and you scheduled the start of the Job for Tuesday September 3rd. Specifically the packout and the Water Mitigation. As for the billing, in the state of Maryland, a homeowner has the right to choose whichever contractor they would like to do whichever portion(s) of the job. That being said our team has been in contact with ******* ******, regarding the work we did (Water mitigation, packout, asbestos testing) and the invoices due. We are working with your adjuster still to have our invoices paid. While we did receive payment, that was for the Water Mitigation invoice. There is/was also asbestos in your property that was estimated by BE and it is my understanding that you have decided not to have that done. I cannot speak to the wires being cut in a fuse box, as we would not do that nor would there be a need to do that. our technicians would reach out to an electrician if there was any electrical work that needed to be done. I hope that this brings some clarity to the issues you brought up and hopefully we can help you close out this project. 

  Customer Answer

  Date: 11/18/2024

  American Water damage did not sit down and explain the contract with me. I did not find out prorated and scales until after I canceled the contract. And then my daughter came by and she was going over the paperwork and she saw that I had signed something saying that I’m obligated for something but I had canceled the contract two weeks after the job after you know they were in the job because I was trying to figure out why was ******* ****** giving them a hard hard way to go if they were had already dealt with them for it to be such a small job.

• Initial Complaint

  Date:08/05/2024

  Type:Customer Service 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.

  American Water Damage provided water remediation services at our residence in Wilmington, DE in May 2024 due to a leak from our first floor bathroom toilet flange. During their work, they caused additional water damage due to a leak from the hose attached to their dehumidifier (causing water to get into the hallway outside the first floor bathroom). They admitted to their mistake in an email sent to me on 5/21/24 (see attached). Given this mistake, they had to spend five additional days running heated fans and dehumidifiers 24/7 at our house. In a series of emails with Suzanne P***** (SP*****@americanwaterdamage.com) of American Water Damage starting on 6/15/24, I asked for remuneration for electricity used during those five days. American Water Damage initially refused to remunerate, but did ultimately agree to remunerate $50.66 for electricity on those five days in an email dated 7/1/24. Unfortunately, American Water Damage has not kept their word and did not send any remuneration as they had promised. Our bill for their services has been paid in full through our insurance carrier Nationwide as the original water damage (from the toilet flange) was an insurance claim. This claim is now closed. As we do not owe anything to American Water Damage, there is no reason for them to be withholding our remuneration for electricity as they had originally agreed to.

  Business Response

  Date: 08/05/2024

  Mr *******- 

  My apologies, for the delay in the check for the electric. I was not made aware of this, and for that I apologize. I will send it today and hopefully this will rectify the issue in the complaint. 

   

  Nicholas D*********

  Customer Answer

  Date: 08/05/2024

  
  
  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:03/26/2024

  Type:Customer Service 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.

  Household Appliance Category 1 Water Damage Issue Friday, February 16, 2024
  
  We had a water damage issue (refrigerator’s water filtering system went bad) on Friday, February 16, 2024. Water leakage on main floor in kitchen near refrigerator and basement right below kitchen area. We immediately purchased from **** ***** a ****** Wet/Dry Shop Vacuum and cleaned up the water (main floor & basement) to address the issue before an 8-10 AM appointment with a Howard County Permit Inspector regarding another issue. Then a *** *** ******* technician arrived after 10 AM and confirmed that the water damage was due to our refrigerator’s water filtering system and he recommended we contact American Water Damage (AWD) to help us with this issue. Before *** *** ******* tech left, AWD was at our doorsteps. Like one of AWD’s former customers, after they completed their water mitigation and demolition of our home’s main floor and basement, we “received an invoice that can be described as egregious at best and fraudulent at worst.” The company has already revised down some charges but this was a clean water loss and we are being charged for category 2 class 2 water damage which to us seems like an up charge. Our insurance company has only approved our claim for a household appliance category 1 clean water loss and AWD has refused to accept this assessment. Like one of AWD’s former customers, “there was no sewage backup, no failure of an ejector pump and clearly no contamination.” We’re requesting that AWD accept our insurance company’s assessment so we can pay this invoice and be done with this company. We’ve already filed a complaint with the Maryland Attorney General’s office and once we’ve received the final water mitigation payment from our insurance company (expected this week) we’ll send the insurance approved payment to AWD and continue to pray that this issue is resolved.

  Business Response

  Date: 03/26/2024

  Mr. *******-
  The IICRC Standard for Professional
  Water Damage Restoration (IICRC S500) is a procedural standard that defines the 3 categories
  of water. Here are definitions of Category and Class for water damage loss.
  The IICRC S500 defines: 
  Category 1- water loss is when the water
  originates from a sanitary water source and does not pose a substantial risk if
  ingested or inhaled.
  Category
  2- water loss is when water contains contamination and has the potential
  to cause sickness if contacted or consumed by humans.
  Class
  1- water losses may only affect part of a room or area, or they may
  include larger areas with materials that have absorbed minimal moisture.
  Class
  2- water loss affects at least an entire room of carpet and cushion. Water
  has gone up the walls less than 24 inches. There is moisture remaining in
  structural materials like plywood, particle board, structural wood, VCT, and
  concrete.
  Class 3- water loss the ceilings, walls, carpet,
  insulation, and sub floor are saturated in the entire area.
  With
  these definitions, it may be easier for you to understand that although the
  water could have started as a Category 1, at the time of our work it most
  certainly was category 2. I think you would agree that the water that was
  removed from your home by our company contained contaminants and may have cause
  sickness if a human consumed. Also, should the leak have been fixed and
  addressed immediately, it could have been a class 1. However, multiple rooms on
  2 levels were wet, including ceilings, walls, floors etc. In my opinion, this
  would be Category 2, Class 3. It looks that we billed Category 2 Class 2. I
  understand your frustration with this bill, but it seems to me that your
  insurance, *********, has underpaid you for the services we provided. I have
  seen this many times, specifically with your homeowner’s insurance company.
  They will come up with a comparative, cut the homeowner a check and close the
  claim. I would ask, has your adjuster come out to your property to assess the damage
  caused by the leak?  It he or she a large
  loss adjuster? I addressed this in the previous complaint, and suggested that
  you and your Ms. ******* file a complaint with the Maryland Insurance
  Commission and perhaps obtain the assistance of a public adjuster.  Additionally, you can contact your adjuster’s supervisor and/or work up the
  chain of command within *********. You have a covered loss and there are
  invoices and costs to repair your property to the pre-loss condition. We have,
  to no avail, drastically reduced our invoice already to come to an agreement
  with your adjuster. I understand you have placed a claim with the Attorney
  General and perhaps other places and are awaiting a payment from *********. If
  you are unable to obtain the remaining balance of our invoice through
  *********, we would be willing to work with you on financing the balance. However,
  at this point, we are unable to adjust the invoice any further. 

  Customer Answer

  Date: 03/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  as we stated in our initial complaint, we had already cleaned up the water in both areas (main floor & basement).  The water AWD is referring to was due to Len the Plumber’s tech diagnosis of issue and he left the water running after diagnosing the issue and I had to turn it off.  Regarding fixing and addressing the leak immediately, AWD was onsite before *** *** ******* left so I disagree with the clean water they removed being contaminated from the basement area.  Also, the debris AWD cleaned up (on day one) was from their staff tearing down the ceiling’s drywall in the basement (below the kitchen area).  Our insurance adjuster asked AWD several times what did they clean up and that their “drying equipment and application of antimicrobial would be sufficient (see extract below of Q&A and insurance adjuster/AWD’s replies).”
  
  Our insurance adjuster also disputed AWD’s measurements of our home & AWD did not correct them (see extract below).
  
  Also, not sure why there are multiple pictures of a home that is not ours when AWD submitted their invoice (AWD’s photos document exceeded size limit (over 9MB), however pictures 38-41 are not from our home).
  
  AWD keeps asking our insurance adjuster whether he has been onsite to assess the damage caused by the leak.  He was onsite half of the day (Friday, February 23rd) when my wife was trying to get AWD to remove all its equipment. 
  ————————————————————————————————————————————————
  Clean water Q&A between our insurance adjuster and AWD:
  The cleaning line item should be removed as this is a clean water loss. There is no cleaning required as the drying equipment and application of antimicrobial would be sufficient. “Removed line 17. Lines 15 and 16 will remain, as the photos clearly show a very large area of flooring that needed to be cleaned. 
  Cleaning of the studs is appropriate as this is a CAT 2 loss. Any loss that requires WTR GRMB should be applied to the open/affected studs as well.”
  
  The decontamination costs should be removed as this is a clean water loss. 
  “AWD employs a maintenance supervisor who meticulously cleans and disinfects all equipment, tools, and vehicles prior to their deployment on site. The cost for this service, which includes wiping down equipment, application of germicide, and labor, is accounted for in the Xactimate pricing system. We can reduce this to AS and dehu, leaving off air movers.”
  
  The cleaning line item should be removed as this is a clean water loss. There is no cleaning required as the drying equipment and application of antimicrobial would be sufficient. “Removed line 33. Lines 15 and 16 will remain, as the photos clearly show a very large area of flooring that needed to be cleaned. 
  Cleaning of the studs is appropriate as this is a CAT 2 loss. Any loss that requires WTR GRMB should be applied to the open/affected studs as well.”
  
  Please see insurance adjuster’s March 18th reply to AWD:
  “Thank you for making the adjustments. Per your email the demo was not completed until 2/21 and the drying equipment should not be placed until the demo has been completed. Drying of course will not be completed timely if fans are running and the wet materials are still in place. Per your email, demo was completed on 2/21 and equipment picked up 2/23. If the demo was completed first prior to placing fans, the structure appears to dry out within the standard 3 days. The issues outlined in my email are not supported in your email response. I do not agree with the use of air scrubbers/decontamination/filters on the loss as this was a clean water loss and not warranted. I appreciate you adjusting the monitoring hours but they are heavy. I am also unclear of the cleaning of floors and stud walls given the clean water loss. What exactly is being cleaned on the stud walls and floors as there is no evidence of any growth and the affected flooring/drywall removed.  I appreciate the explanation of the basement measurements but the measurements are not correct.”
  
  AWD’s March 19th reply to our insurance adjuster:
  “Good morning,
  
  Demo in the basement began on 02/16 and was completed 02/20. 
  Demo for the upstairs began on 02/20 and completed on 02/21.
  Equipment had been on site since 02/16 (4 dehu, 1 AS, 6 fans), 02/17 8 more fans were placed, 02/19 equipment count was 6 dehu, 1 AS, 24 fans, as of 02/20 the equip count was 5 dehu, 1 AS, 41 fans. That is the total amount of equip. 
  Again, there were 3 days of demo and equipment was on site for a total of calendar days. We have generously revised the air scrubber charges to 4 days and HEPA to .5. 
  
  The Air Scrubber and its accompanying HEPA Filter are deployed on site once the demolition work has started. As per the manufacturer's guidelines, the HEPA Filter is replaced after each water mitigation project. This protocol is consistent with the details outlined in the Xactimate line items. AWD has made adjustments regarding the duration of time for deployment and the frequency of filter replacements in an effort to reach a compromise. The demolition primarily involves the removal of drywall, baseboards, etc. This line item will not be removed.
  
  The cleaning floors charges are just that, there was debris, on the floor, from the demo. If you look at the photos
  you can clearly see water and debris from the ceiling on the dark flooring in the basement. You can see in the photos where the fans are set facing the ceiling, that the dark flooring had been cleaned. I've attached a few photos for reference.
  
  I am willing to work with you on cleaning studs, stud wall charges. 
  Regarding the measurements, this is the information that was provided by the certified techs on site. If the measurements are off, I have no problem correcting that. I will speak with the tech supervisor regarding this. Have you been onsite? Would you please provide the comparative?”
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  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 03/26/2024

  Thank you for that rejection response. I am aware of the communications with you, the adjuster and my billing department. We will not be revising our invoice any further and we have explained, in detail, in the response you just sent/provided, as to the reasoning and justification of everything we did and the billing. Please refer to our rebuttals to your insurance company. Once you receive and submit the payment from your insurance company, please feel free to reach out to our office and we can work on a resolution for the remaining balance. It seems your frustration is with us, however we are just billing and attempting to collect on the work that we did for your property.  

• Initial Complaint

  Date:08/28/2023

  Type:Customer Service 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.

  Technicians, from a company that came to perform remediation for a sewage backup, that are NOT CERTIFIED OR LICENSED to work with asbestos, removed asbestos tiles from my basement bathroom against my wishes and their own company policies, subsequently contaminating my entire home.

  Business Response

  Date: 08/28/2023

  Ms. ** ****- 

  After comparisson of the inspection photos (before) and the post demo photos (after), it is clear that some asbestos had been removed/disturbed prior to American Water Damage beginning work at your property and our technicians only cleaned the flooring which was probable asbestos. The flooring that was removed in the bathroom has no indications of being Asbestos. I too, would like to have an asbestos abatement contractor come out and test all of the tiles in the basement. We have approval from your insurance and would like to get the ball rolling on this. Your insurance company would provide a hotel for you during this time period if needed. I will have an abatement specialist reach out to you and begin the scheduling process asap! 

  Thank you-

  Nicholas D*********

  Operations Manager

  American Water Damage of Baltimore

  Customer Answer

  Date: 08/28/2023

  I hold AWD completely responsible and liable for any and all negligent work and improper actions they performed, hence will not accept any resolution that involves my insurance company. I informed Peggy of AWD, on 08/24/2023, that all billing and future communications should be directly addressed to me as AWD's services (and lack thereof) will not be paid or handled via my insurance claim.