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:28/08/2024

  Type:Product 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.

  Pembridge Insurance hired Puro Clean restoration whom damaged personal items during restoration process and neither company is taking responsibility for repairs or replacement of dryer, garburator, damaged central vacuum outlet, damaged deep freeze and contents. This is 2 months of many emails with no resolution.

  Customer Answer

  Date: 31/08/2024

  Hello

  Pembridge insurance hired Puro Clean, Puro Clean and it's contractors caused the damages during restoration process. Pembridge was involved to mitigate the negligence and lack of accountability and communication from Puro Clean because Pembridge hired them. So I believe Puro Clean is at fault but Pembridge should take some responsibility for the company they hired. 

  Could you describe the situation in further detail?

  The Dryer was damaged and left with a ** code after Puro clean removed and put back into residence, it does not work. It worked fine and also was inspected by ******** appliance and cleared as working before Puro Clean removed to put into the storage pod, it clearly was damaged upon reset. 

  The garburator did not have power once we received the residence back Maxx Plumbing restored power but the garburator does not work. It worked fine before the restoration process began. ******** and Puro Clean both missed inspecting unit during the restoration process, so was it damaged during the freeze or was it damaged during restoration process? 

  Picture frames which have holders built in were damaged by Puro Clean restoration crew, which now 2 of 6 picture set cannot be hung due to missing holders broken off during restoration removal or reset.

  Central vacuum outlet removed by painter in main bathroom worked fine before restoration process, it now does not work or have power after it was put back. 

  Deep freezer was damaged by Puro Clean painter who unplugged unit and spoiled all food, Puro Clean removed unit but has not replaced it or the contents. 

  Puro Clean damaged a king size bed frame in upstairs bedroom, they agreed to replace but didn't. Pembridge has advised they will be paying out $599 for this. 

  Puro ********** also damaged a king size metal bedframe in main bedroom, which we had to make repairs to in order to be able to stay in residence. 

  This entire process of Puro Clean was performed with gross disregard for out contents and property, they used our power cords, our work lights, our benches to perform their work. They took our household broom to use during the process, they removed a bathroom garbage can which was never found. They used our kitchen and glasses like it was their own. 

  2 months of email communications with Pembridge have led to no resolutions or accountability. Pembridge has suggested we pay the companies to come and inspect the units. I feel this is not my responsibility to put monies out for process that is a part of the restoration process. Many of the companies charge $500 to come out to the ************* area due to proximity. Puro Clean has not acknowledged or responded to emails since the end of June. 

  -Are you looking to file a complaint against Pembridge Insurance or Puro Clean?

  I feel the initial report should be against Puro Clean but do feel that Pembridge should take responsibility for the company they hired. 

  I have pictures and emails for this entire 8 month process. 

  Customer Answer

  Date: 04/11/2024

  Good Evening

  Pembridge has been in contact and is currently working on resolution, to date there is only one outstanding item to be completed. (Dryer replacement and installation) 

  There is also outstanding monies to be reimbursed for all the replacements I had to buy. The claim adjustor has been changed three times in as many months which has also added to the delays

  I will update upon completion and satisfactory results. 

  Business Response

  Date: 07/11/2024

  This matter has been resolved. 

  Business Response

  Date: 07/11/2024

  This matter has been resolved. 

• Initial Complaint

  Date:15/06/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  I have been a client of Pembridge for almost 2 years. I found them through a broker ** *********. They have never mailed out a liability card, when I checked the pink slip had policy # XXXXX. I have never missed a payment in all those times. I called them numerous times and no one answered the call. When finally I decided to switch insurance and cancelled my policy, thats when they started calling me because I stopped the payment on my credit card. I then received a letter, an email and a phone call that I still owe $. I replied saying that I should get a refund. The person who was emailing from the Billing Dept me can only give me an amount to pay, as she said if I dont pay it will affect my credit. She cannot explain as to where the charges came from and if I was getting any refunds at all. I had to pay as I didnt want my credit to be ruined for something that I am not responsible for. This is a shady business practice. Imagine if I had to file a claim and I had no liability slip and no one was answering the calls. To think that I never missed a payment - ultimately I was paying for nothing as I didnt have a policy to start with. And this was for a car insurance and Home insurance.

  Business Response

  Date: 20/06/2023

  This matter has been addressed and an explanation has been provided to the consumer. 

  Customer Answer

  Date: 21/06/2023

  
  Complaint: 20190184
  
  I am rejecting this response because:

  That is 100% inaccurate. I spoke to their billing specialist from ** ********* ******* and she emailed me the amount owing. When I asked her for the calculations as to how they came about that amount, she said she can’t explain as she doesn’t have access to Pembridge’s calculations as she’s from the brokerage company.

   

  She also told me that if the amount is not settled ASAP they would have to send me to collections which will affect my credit. Knowing that if I wait to hear from Pembridge ( no one answers the phone from my experience of calling them for days) I might miss the due date and I can be sent to collections so I just settled the amount requested. That doesn’t mean I have received any calculations from their end. If I have, I wouldn’t have filed a complaint to ***.

   

  Consumers like myself are always taken advantage of by big companies like Pembridge. Read their Google reviews and previous *** complaints and you will know that they are notorious for bad business practices.

   

  I don’t mind paying for something that I owe, but if the company can’t even provide a calculation of where that amount came from, and the additional non existent customer service and the non issuance of a liability card even after almost 2 years, I should be the one suing them for wrongful business practices.

   

  I am just glad I never had to claim otherwise it would have been a nightmare dealing with this company.

   

  I would appreciate if you can further assist me, their response obviously just shows they want to cross me off their list. If they don’t change the way they do business, there will be continued complaints from consumers like myself.

   

  Thanks and kind regards.

   

  ***** ***** ************