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Business Profile

Water Mitigation

American Water Damage of Baltimore, LLC

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

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American Water Damage of Baltimore, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 8 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/25/2023

      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.
      I had a sump pump failure in my basement on 7/30. There wasn’t a lot of water but we still had to replace the sump pump and get a new drain installed as a precautionary measure. Next American Water Damage came out and tore out all the vinyl flooring, some baseboards and cut some drywall. I then received an invoice that can be described as egregious at best and fraudulent at worst. The company has already revised down some charges but I can’t bring myself to pay the invoice until it is accurate. This was a clean water loss and I am being charged for category 3 water damage also known as grey/black water which to me seems like an up charge. There was no sewage backup, no failure of an ejector pump and clearly no contamination. All I’m asking is that AWD revisit the category 3 charges to category 1 so I can pay this invoice and be done with this company. I’ve already filed a complaint with the attorney generals office and I’ve received payment from my insurance company which I would like to turn over to AWD but I cannot in good faith make any payments until this issue is resolved.

      Business Response

      Date: 09/11/2023

      Based on the totality of the information that I was given and the explanations from both the homeowner and the billing department, it was decided to meet the Homeowner at some of his requests to reduce the claim from CAT3 down to CAT2. 
      The Homeowner has made a partial payment towards his invoice, and it is my understanding that this has been resolved and the Homeowner will make the payment for the remaining balance once he returns from vacation. 
    • Initial Complaint

      Date:02/15/2023

      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.
      We utilized American Water Damage after having a leak from our bathroom to our living room.

      Our original bathroom was tile, with bullnose tile and decorative tile.
      The rebuild was supposed to be done with similar materials and this is what is in our contract.
      However, the rebuild was done with metal edging instead of tile. The metal edging is installed incorrectly. It is bent in some areas and has very sharp edges in others.

      We requested that the edging be replaced with matching tile. AWD agreed to replace some of the edging but not all of it as they say it was installed correctly. However, we never agreed to use this product.

      Further, there are many areas of poor workmanship, unfinished / unsealed areas. Several rounds of repairs were done but the overall results are still poor.

      AWD offered to settle but only offered a small price that is not sufficient to replace all of the unacceptable and unsafe areas.

      Business Response

      Date: 02/22/2023

      I am currently in communication with this homeowner and someone from our business has maintained contact with the homeowner throughout. There are issues with the metal edging, and we have offered to fix it as well as pay for another company to do it. This homeowner is requesting a full gut and remodel of his bathroom. Over $18K. I offered him just over $7K for the tile work, but he is claiming that is not sufficient. I am working towards a settlement with this homeowner. 

       

      Customer Answer

      Date: 02/23/2023



      Complaint: ********



      I am rejecting this response.

      This is my latest email to Nicholas D*********:

      Thank you.
      As of now, we can not agree to AWD or its contractors coming back out.
      Multiple repairs were done. They were not done poorly.
      The customer service has been unacceptable.
      Communication has been poor and we have been given wrong information many times.

      Your settlement offer addresses:

      Tile shower - 101 to 120 SF Remove and Replace

      Tile tub surround - up to 60 SF Remove and Replace

      Tile floor covering - High grade Remove and Replace

      In order to hire another contractor to do these items, the other line items will also have to be done as well.
      This should be no surprise to you as when you were originally hired to do the work, the leak was only in the shower wall and floor yet the entire bathroom had to be replaced so that the bathroom would have a satisfactory finish.
      How can this be done properly without removing and replacing the toilet, counter, sink etc? Without hauling the waste etc?

      Just as all of these were covered by **** for your company to address, you should also address all of these costs that are listed on the estimate.

      And to be clear, AWD previously refused to replace all of the metal edging and insisted that it was installed correctly. 

      If we accept your offer, the settlement amount will not be adequate to do the necessary work to restore the bathroom to a similar state as it was prior to AWD's involvement.



      Sincerely,



      **** ****

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