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:11/16/2023

  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.

  ********************* (24/7 Aquadry) was hired to remediate a water loss claim for insurance purposes. His company was approved to work on the loss, and his people proceeded to do what we thought was a good job at first. As the work progressed, we realized that they were cutting corners, not doing what they were claiming they were doing, and generally not keeping up with the scope and quality of work as determined by the protocol established by the mold expert who recommended them. Upon "completion" of their work, the insurance company decided to do additional investigations into the work performed on our property and delayed his payment. As a result, he has placed a lien on our house and plans to foreclose on our property because the insurance company has not paid them yet. He was asked on multiple occasions to furnish an itemized bill to us, and refused. He stated that the insurance company has it. Additionally, he had all the contents of our first floor packed up and moved to an undisclosed location. We have no furniture, pots, pans, washer, dryer, refrigerator, TV, or even our shoes which we kept downstairs. It's all gone, and he has told the insurance company in an email that he shared that he will not return our belongings until he gets paid. This has been going on since August! We can't keep living like this. We can't have anyone home for the holidays because he has decided to hold our property hostage due to the acts of a third party.

  

  Business Response

  Date: 11/16/2023

  We are in receipt of the complaint. 
  The house is not livable as their insurance company is in appraisal for repairs for over $140,000 and NOT because of furniture and contents being stored until repairs are completed from providence restoration. 
  

  A lien has been filed for non payment. This will help with their claim against their insurance company as discussed between our attorney and his attorney. 
  

  We are their advocate but their attorney brought our company into the complaint against their insurance company. 
  

  at this time, this BBB complaint must be put on hold as attorneys are working out the details. Again we are glad to help ***** or provide Usaa what they are requesting from our company. 
  

   

  Customer Answer

  Date: 11/16/2023

   
  I am rejecting this response because:

  The response doesn't address the issue, and there amount of property repairs is irrelevant to the issue at hand.

  Aqua Dry has already placed a lien on our home. The fact that they continue to hold our personal property hostage is unconscionable. Additionally, USAA claimed the home was habitable after they completed their part. We've been forced to live in an unfurnished home since August 16th. 

  
  

  

  Business Response

  Date: 11/27/2023

  This is a legal matter and we cant  respond to this matter until further notice.