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:09/29/2023

  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.

  We suffered damage from wind and hail on 3/31/23. We lost/had damage to siding and shingles, had damage to the screens of our windows, a huge section of our fence blew down, and a huge over hang of our roof ripped off and landed on top of our house. We called our insurance broker immediately after the storm and he filed the claim. He also reached out to a contractor who came out the next day and put a tarp on the portion of our roof missing shingles to prevent leaks and they took pictures. The broker sent those pictures to the adjuster for our claim. The adjuster did our inspection on 4/17. We did not receive the damage report back from our insurance until 5/2. Our contractor came out and assessed the damage and agreed that the amount of work that we need done is massive and the settlement would not be sufficient for the cost of repair. They contacted the adjuster and he seemed understanding and asked them for more pictures so they emailed those to him on 6/19. After that they followed up several times with no response from the adjuster. I called him numerous times and left voicemails and he never returned my calls, until I got ahold of his supervisor. Since then, he has only contacted my husband and still won’t answer or return my calls. The adjuster told him that based off of the second set of pictures from our contractor he had approved a second claim and he would be sending that in the mail on 8/31, he never came back out for another inspection. We still have not received the claim in the mail, so after several calls and voicemails to the adjuster over the last few weeks, with no response, I called the insurance company yesterday 9/28 and requested that they email me a copy of the new claim. I expressed my concern about having two separate claims for the damage and having to pay two separate deductibles and I was told “you probably would have been better off waiting for another storm before reporting the damage to avoid having two separate claims”.

  Business Response

  Date: 10/05/2023

  To my knowledge this claim has been resolved to the insured's satisfaction.  The second deductible has been waived, and settlement documents were sent out 10/4/2023.