Complaints

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• Initial Complaint

  Date:11/06/2023

  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.

  Date of transaction: Friday August 25, 2023 paid GenPro Property SE Conneaut OH $1,000.00 Sunday September 17, 2023 paid GenPro Property SE Conneaut OH $19,160.00 for a total of $20,160.00 for mitigation water damage services that were assigned a claim number from **** *********. GenPro Property refused and continues to refuse to submit: dry logs, moisture content and psychrometric readings, and photos to **** ********* in order for the Insurance company to adjust his Xactimate Bill to acceptable rates and charges. GenPro Property claims to be iicrc certified. GenPro Property never supplied me with an estimate. GenPro Property grossly inflated Xactimate charges, told me I need to pay and now refused to have the Xactimate reviewed by insurance. GenPro Property has insurance claim number as well as contact names. The dry logs, Moisture Content and Psychrometric Readings and photos need to be submitted to the insurance company and GenPro Property needs to work with the insurance company and accept payment adjustments.

  Business Response

  Date: 11/08/2023

  Tell us To whom it may concern, 

  First, we must admit we are completely taken aback by Mrs. ******* sudden change in feelings about us and the emergency services you we provided. 

  When Mrs. ******* sought us out she was beside herself with panic and we immediately assisted her to he best of our abilities and in good faith we would get paid for our professional services. We collected her $1,000 deductible at time of signed contract, fully expecting this to be a job we completed in conjunction with her Insurance carrier **** *********.

  Mrs.******* signed a contract for emergency water restoration services understanding full and well that the size of her home (nearly 3000 square feet) dictated the cost of service, because services are based on square footage charges established by industry standard, Xactimate corporation. We use the Xactimate price list for all customers.

  Mrs. ******* has a giant home, again nearly 3000sqft. She was well aware that we estimated her job to cost in the vicinity of $18,000 to $20,000 plus applicable taxes and give or take a little due to incidentals that we would not know until we began work, as is expected in the realm of emergency services . ( such as hot water tank relacement, safety issues within walls or electrical that needed to be addressed immediately)

  Mrs. ******* signed this contract, knowing she would be responsible for payment regardless of what her insurance decided to do and regardless of if they paid the claim.

  We shut of the water that was flooding Mrs. ******* home, as it was still on when we arrived. We immediately began mitigation serices. We even contracted an outside vendor to extract as much water as possible, as fast as possible to reduce the amount of drying equipment needed to dry her enormous 3000 sqft basement.

  IICRC professional standards dictated a basement of her size would need 4 XL dehumidifiers and 60 fans to dry efficiently, which would have amounted to bill twice as high. By aggressively extracting the water we were able dry Mrs.******* home and maintain standards while saving her money. Which she was very appreciative of, as she is very budget conscious.

  Mrs. ******* needed a 50 gallon hot water tank and installation. We fronted the money for the tank and the install costs and got it installed as soon as her schedule allowed, so she and her adult daughter living at home could have hot water.

  Mrs. ******* has driveway that could not support the weight of a roll off dumpster without cracking it, so we had a 30 yard dumpster dropped at our home and used trailers to haul trash and construction debris from her home in Mentor to our home over an hour away.

  At her request, we met her insurance adjuster at her home to walk her loss, free of charge and we helped her manage your insurance claim with him.

  We were helpful and accommodating until it became apparent her adjuster was not going to follow standard industry accepted protocol and was dismissive of IICRC guidelines for proper water restoration.

  **** *********, her insurance carrier, sent a major loss adjuster to her home, who was not water restoration certified and clearly unhappy to be there. He then decided he was going to pay out her insurance claim without waiting for the mitigation bill from our company and disregard an appropriate rebuild estimate in favor of expediting closing her claim, which is highly irregular behavior for this type of loss. 

  He stated he hated doing these type of claims and he used a system other then Xactmate and could change his prices. 

  He did this without pictures or dry logs and against the advice of the people who were still there on the job, actually doing the work. He paid Mrs. ******* $27,000.

  Once he paid Mrs *******, our obligation to provide and/or collect any further documentation for insurance purposes ended. We became general contractors. All photos and information we have related her job have been provided to her. There is nothing further to send. She has all job photos, which we are happy to send to you and an Xactmate file, including a appropriate mitigation and rebuild estimate. 

  At the conclusion of our work. Mrs. ******* signed a certificate of satisfaction, stating she was pleased with our work and considered it complete. We are happy to forward that on to you as well.

  What we find interesting, is that Mrs.******* is disputing Xactmate charges for services rendered, but has no issue with Xactmate prices regarding what she believes she is entitled to for rebuild. It's the same program and price list.

  Mrs ******'s decided to pay us, prior to her being satisfied with her insurance claim. Her carrier is responsible for making her whole. Not us. She is angry with them and lashing out at the only people who have helped her in this crisis.

  When Mrs. ******* paid her bill, she had several credit cards decline and ultimately had to split her transaction between 3 different credit cards to get it done. She had to confirm with her card companies each time that this was a legitimate transaction and not fraud. She approved each charge.  

  We had a fraud alert from her cards with our processor. We had to prove with contracts and signed certificate of satisfaction that this was a legitimate service transaction and we had to give Mrs ******'s contact information to get paid.

  We went to Mrs.******* home on her behalf to assist her with meeting a professional engineering firm for free.

  We returned several weeks later to assit her in the removal of her emergency back up sump pump, again free of charge. ( full disclosure, she tipped $100) 

  We did not bill her, nor were we looking to get paid. We assisted Mrs.******* because we genuinely felt bad for her situation.

  Professional consulting charges alone would have billed out at $300 a visit for myself, plus $200 a visit for the plumber we contract as we are an hour away from her home, each way.

  Mrs ******'s finds herself once again in a state of crises. Our heart goes out to her. She fought her insurance company and lost and now she is looking to make someone else pay. Mrs. ******* lives in a half million dollar home, in a lifestyle she is struggling to maintain. 

  Life is a struggle for us all, but we are not the bad guys. We helped Mrs ******'s above and beyond at every turn and she was happy with us and now she's upset because she has to pay for services she signed up for.

  Our experience with with Mrs.******* had been largely positive up to this point. We have had no indications she was unhappy with us, we have weeks of text messages, we are happy to send over. Mrs.******* sent an angry, grammically incorrect email with threatening verbage to us on Sunday November 5th (my wife's birthday) threatening a bad Google review and a Better Business Bureau complaint and stating she is disputing all credit card charges, the following morning she posted a negative Google review and obviously opened a Better Business Bureau complaint without giving time to even respond to her concerns. 

  One of Mrs. ******* chief complaints is she felt that we over charged her with Xactmate. Mrs. *******, to my knowledge. does not have Xactimate training or first hand experience and would not know how to properly build an invoice. Mrs. ******* gets a lot of her information from Google and is not applying it correctly to this situation.

  Xactimate is the industry

  standard program for billing and estimating. It is a line item based program and every line item and task already have market researched pricing attached to it. Cost per item factors in variables such as size, number, even down to is it a 110volt or 220volt piece of equipment. We only tell it what we did, it tell us the price.

  Also, to my knowledge, Mrs ******'s or her adjuster is not IICRC Water restoration, Advanced drying and/ or Mold certified. We are and as such only opperate within the guidelines for ethical water and mold mitigation. 

  Our last interaction with Mrs. ******* was Oct 28th at her home and she was happyto see us and glad we came to assist her. 

  This comes as such a shock to us that we can only assume Mrs ******* would like others to pay for a lifestyle she can no longer maintain or she is experiencing some sort of other crisis in here life. We We wish Mrs. ******* the all the best and hope she finds peace. We are genuinely sorry for any unhappiness she is experiencing.

  
  

  Customer Answer

  Date: 11/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Never received an estimate per Ohio Revised Code 109:4-3-05.  Please provide evidence of prepared estimate and acceptance of same.  Further, please provide dry logs, readings and photos to **** ********* which they have been requesting since September 2, 2023.  Expect resolution with insurance company to adjust charges to reasonable and acceptable amount for the work completed and acceptance of fair and reasonable price by GenPro
  
  
  
  Regards,
  
  
  
  ****** *******
  
  
  
  
  
  
  
  
  
   

  Business Response

  Date: 11/13/2023

  Here are all job photos from ****** ******* job, including her signed contract and signed certificate of satisfaction. We completed the job per scope of work and to her satisfaction. 

  Per her signed contract, no written estimate would be given, as this was an emergency service. It literally says, no written estimate would be provided.

  
  

  We have attempted to help ****** at every turn and feel she is frustrated and looking to make somebody pay. 

  
  

  The information she is requesting does not exist. Her insurance company is stone walling her and trying to negotiate after payment was made for services rendered, when they created this situation with their incompetence and greed.

  
  

  I can not manufacture technical data after a loss, that's fraud. Perhaps Mrs. ******* is ok with this, but we are not. 

  
  

  To date, she has not attempted to actually communicate with us, only through third party, since she registered her complaint with you. 

  
  

  We have provided what we have, have been transparent in our process and believe we have reached an impass with Mrs. *******, we wish her well.

  
  

  Thank you for your time,

  
  

  Sarah Z*****

  
  

  Customer Answer

  Date: 11/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Once again, the proper resolution of this complaint is for GenPro Property Services to submit TO **** ********* ALL photos (including photos taken by Ms. Justine S****; business manager on August 25, 2023), dry logs, moisture content and psychometric readings, and accept insurance company adjusted amount for services rendered.

  The so called 'contract' states:  "contractor will provide owner with a written description of the services, including specifications and a list of materials to be used and an approximate completion date for the contractor's services WHEN SUCH INFORMATION IS AVAILABLE AND APPROVED BY INSURER.  No such information has ever been provided.  

  As a so called IICRC certified water emergency mitigation company, it is the company's fiduciary responsibility to take, safeguard and maintain all data that pertains to work performed.  The company accepted an insurance claim job.  The company has the responsibility to submit requested documents to the insurance company.  The company was asked SEVERAL times to submit the information beginning in September 2023.  

  TO DATE customer has contacted Mr. Joe Z***** several times by phone and or text asking for the documentation to be sent to the insurance company.  In fact Joe Z***** sent a total of 36 photos stating they were all he had, yet previous communication through BBB included upwards of 140 photos.  

  Again, he proper resolution of this complaint is for GenPro Property Services to submit TO **** ********* ALL photos, dry logs, moisture content and psychometric readings, and accept insurance company adjusted amount for services rendered.

  It is a simple solution.  Submit all documents requested by **** ********* TO **** ********* immediately AND accept adjusted payment.  

  
  
  
  
  Regards,
  
  
  
  ****** *******