Complaints

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• Initial Complaint

  Date:10/08/2024

  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.

  Our rental property at *********************************************************************************** leaking into the basement on 8/9/2024. Our tenant reached out to let us know and asked to call for help. We called our plumber, knowing he was from the area and he told us to call UWRG. They came to remediate the water and we are not disputing that fact. When we received their initial bill, the bill was for $8,089.70. We were shocked and had no choice but to file a claim on our insurance to pay towards the bill. When the claims adjuster from ******************** reached out and I told him of the charges, he was as floored as we were! He indicated that never in all of his years of working insurance claims, had he ever seen an overinflated charge like this. He indicated that he sees charges such as this in a much larger home, and a finished basement. This is at most a 900sf unfinished basement. We also contacted our plumber, who was also in disbelief of the charges, since he has been to the home numerous times to do jobs for us there. He said he had no idea that the charges would be so outrageous and would not ever refer them again. We feel like because we were not there in person, they took advantage of that! The Traveler's Claims adjuster sent an email on our behalf, stating what was customary and what was not. After an hour phone call, the owner did adjust her bill some, but not what was customary via the ***************** standards. Per the Insurance Adjuster, this company treated our loss as a CAT 3 and not a CAT 1! I am happy to forward emails from Insurance Adjuster and provide phone numbers, etc. We sent them the check for $5000 and they have not cashed the check. Their original bill started out as referred to above. The bill total now sits at *******. The insurance adjuster indicated a bill of ******* is fair, even though they ran the fans, etc for 2 days longer than is customary! Pls don't allow this company to take advantage of other people in the same situation! I will send more info if needed

  Business Response

  Date: 10/17/2024

  Dear Ms. **************** you for bringing your concerns to our attention. We sincerely apologize for any frustration or inconvenience caused during this process.
  After reviewing the details of your project at *************, we want to address a few points to provide clarity:
  1. Service and Charges: We understand that the initial invoice for $8,089.70 may have seemed higher than expected. However, this invoice was based on industry-standard practices for water damage restoration from a Category 3 loss. The extent of the damage and the equipment necessary to properly mitigate the water intrusion supported these charges.
  
  2. Insurance Adjuster and Estimate: ************** adjuster from Travelers provided a comparative estimate of $6,751.70, which is lower than our original invoice. While we recognize there may be differences between our estimate and your adjuster's, we have done our best to work with you to reach a resolution.
  
  3. Policy Cap: ************** policy has a cap of $5,000, and you sent us a check for this amount with a stipulation of full payment. However, the services rendered exceeded this cap, and we cannot in good faith accept $5,000 as full payment given the outstanding balance.
  
  4. Offer for Resolution: In the spirit of resolving this matter fairly, we offered to settle for $6,751.70, the amount estimated by your adjuster, if paid by October 24, 2024. This represents a good-faith attempt to meet the adjusters estimate and bring this matter to a close.
  We value your business and understand that these situations can be stressful. Our goal is to provide transparent, professional service, and we hope to resolve this situation in a manner that is fair for both parties. If you have any further questions or wish to discuss this matter in more detail, please do not hesitate to contact us directly.