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:02/08/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  10-25-2024 My husband and I contracted with Insurcomm- *** ******* Contractor. We provided him with a downpayment of ********* on a ********** home remodel/rebuild of our home. While working at my home they removed my entire roof system. During this time their zip systems and tarps failed and this allowed multiple days of heavy downpouring rain to enter various locations throughout my entire home causing heavy water damage and now six to seven weeks later mold throughout my home. My home is legally a three-bedroom home. I had a legal bedroom upstairs. *** assured my family and I that my home would be brought up to code. When the Auburn Maine code officer came to my home and went upstairs he told *** my bedroom was no longer useable space because the upstairs did not meet the height requirements. I told *** we expected our home to be updated appropriately. He told us to contact our ***************** because the work on our home roof was accepted as a repair via the engineer that our home insurance *** hired to design in order to fix our home, and as a repair they did not update the height requirements because *** used the Existing Building Codes for older buildings. I didn't understand how that happened because of all of the other work that was being done on my house would require code updates. We contracted with *** ******* for major damage that happened to our home in multiple locations from a tree impact that happened to our home in December of 2023. I spoke with our code officer yesterday and he made me aware that when *** provided me with the building permit to do the work at my house he never included all of the other repairs on the specification list that I hired him for. Now we are left with financial burden to fix my home correctly. Most of the work that was done by ********* is out of level and done very poorly and there is major damage at our home unaccounted for that we also would like restitution for. Furnace, basement, foundation, power, pipes, ect.

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In April of 2024 Insurcomm came out to do prep work for storm damage repairs. This prep work included tearing down our ceilings and papering our floors. After a few cancelled visits, Insurcomm was supposed to come out to do the repairs on July 1st. They no called no showed. I reached out that day with no response. I continued to contact them for two weeks with no response. After two weeks I sent a final communication letting them know I would be finding another contractor. I received a bill in October for the prep work and I reached out to Insurcomm leadership letting them know why I did not think I should have to pay for the prep work they did, when they never came out and did the actual repairs. Especially when my family had to live without a ceiling letting out heat and air conditioning, and letting in the elements and creatures, for four months.Insurcomm blamed my insurance company.The new contractor had no issues with my insurance company, and had the repairs done and payment in full in two weeks, even with a higher bill.

• Initial Complaint

  Date:09/25/2023

  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.

  My condo was ruined by a faulty HOA sprinkler system on 2/5/2023. Insurcomm was called in by the HOA to store what the unit owners wanted to save. We were informed by Insurcomm, John B*****, that the only things the individual unit owners would be responsible for storing are the refrigerator and stove. Thus, I did not store.
  
  My furniture was ruined and i labeled all of it to be salvaged and NOT to store. I had several conversations with the HOA treasurer and have a witness to the conversations with Insurcomm. However, they filled 3 storage units with my furniture and bedframes that should have been disposed of. My insurance company nor I ever received a quote. I did not intend to pay for their services.
  In the end, Insurcomm sent me a bill for $7500 to store things that I did not authorize. They held the things I wanted until I paid $3500, pay a moving company $500 to empty storage and they do not have several items that I marked as KEEP. They have threatened to take me to court if I did not pay so I did. Now I have a garage full of things that I need to dispose of and not the things that I truly marked as Save that are worth approximately $2K.

  Business Response

  Date: 09/28/2023

  I have talked with the contents division manager, Stuart T*****, and this is his statement: 

  In response to the above referenced complaint, Insurcomm, by and through its representatives, had many phone conversations and email correspondence with Ms. *******.  After there seemed no other option that would be satisfactory for either party, we agreed in writing to settle for the amount of $3555.42, which represents direct costs and money paid out for expenses by Insurcomm.  

  I have attached the signed agreement for your reference.  Signed by **** ******* and Neil R******, the owner of Insurcomm.  I've also attached Ms *******'s payment receipt showing paid in full for $3,555.42.

  This signed contract and payment made me believe that we had mutually agreed to resolve and close this matter.

  Customer Answer

  Date: 10/02/2023

  
  Complaint: ********
  

  I do not accept the business's response as a resolution to my complaint because: They made me sign a settlement document or they were going to take me to court. The items that I paid to have moved were not the items that I wanted them to save. My items are missing. I would only know this after signing the agreement, having boxes moved then going through them. My items of value are all missing and they told me I could not keep my TVs even though they were working. People should know how this company operates. They work on threats.

  Sincerely,
  
  **** *******

  Business Response

  Date: 10/13/2023

  I have attached the correspondence sent to **** on 8/23/23 explaining that we would work with her and cut our original invoice significantly to help close out this claim so that we could both move on.  We did not force her to sign the agreement.  We support Stu's decision to hold the contents until payment was made.  This is how we do business.  Every job that we do has to do with the customers worst experience of their home or business being damaged in some way.  We do understand that this is devastating and emotions run high and we are sorry that anyone has to go through this process.  However, we are not a not for profit business.  We operate and bill using industry standards.  We agreed to cut the original invoice to help move this along.  We are not in a position to refund what was paid.   We believe the credit of $3,896.32 was more than fair.

  Customer Answer

  Date: 10/16/2023

  
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: They are not addressing the issue. They stole the items that I wanted saved. I have videos of the items and they kept things and made me pay to store things that I wanted disposed. I need the items that they could not find. The agreement was based on getting the items I wanted back. Nothing of worth was with the items that I had to pay to store, get picked up out of state and now stored in my garage and have to dispose of. Please have them return the items that I need including my new cordless vacuum cleaner, TVs, computer monitor, clothes, shoes, jewelry, all things that we packed. They said to leave the boxes in the closet and they would take care of them. These are the only things that I wanted and could be stored in the garage at the condo.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 10/27/2023

  We take every measure to care for our customers property during these circumstances.  When properties with multiple units are affected, it can mean that there are many people and businesses on a job site trying to take care of things.  It was our understanding that there were items she wanted to keep and they were left behind for her to care for.  It was mentioned at one point that they could be stored in a closet or in the garage.  We have no record of the items she is claiming are missing.

  We have exhausted our efforts and at this point if Ms. ******* believes we took or disposed of her property, she will have to file a police report and proceed in that manner. 

  We are a restoration company.  We take pride in our work and each time we enter a customers home or business, its under horrible circumstances for them and we make every effort to make the process as easy as possible for them.  We are not in the business of taking or disposing of property without authorization.