ComplaintsforWater Damage Rescue

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water Damage Rescue worked on my ceiling. When I returned home I noticed two additional holes were cut into the dry wall in the kitchen. Also the light fixtures were not aligned properly. One of the light fixtures were not safely secured to the ceiling. There were also 6 large bags of garbage left in my backyard on the side of my house.Compound was discarded on my back yard lawn and on various areas strewn around my property like a dumpyard. The wall texture did not match in mutiple areas , where Water Damage Rescue was supposed to make the area appear seamless. The paint for the ceiling was not coated twice per the contract. They slsp failed to paint the entire ceiling in mutiple areas. Also paint run occurred on my walls.During the time Water Damage Rescue crews, were working in my home one of the crew members unpluged my deep freezer. I advised ******, who notified *********. Both ********* and ****** apologized for the "accident ". ********* offered to pay 50% of my loss of $1200. This company was recommended by my insurance provider USAA.This company has done subpar workmanship. My family and I were also inconvenienced multiple times by the company. I had to called back repeatedly for repairs which should have been finished on the first attempt. My yard was used as a dumping ground by multiple crews on different days. Thrash was left behind which I had to dispose of at my own expense. Compound was left various fixtures on my front and backyard. Compound was dumped on my front lawn and back yard lawn.This company came to fix mistakes mutiple times. As a customer why should I be subjected to subpar work and have to pay my hard earned money. This company is refusing to give me a refund on unsatisfactory workmanship in which gave them mutiple chances to resolve. I want a refund of the money I paid and the money for my damaged property and destroyed food, caused by the Water Damage Rescuework crews.

  Business response

  03/24/2023

  Good day.  Water Damage Rescue, **** did in fact correct the workmanship issues specified by *********************  With respects to her deep freezer that was unplugged, ******************** did in fact claim the value of the perishables was $1,200.00 and she did mention those perishable items were purchased during the time the pandemic began.  We did in fact offer to reimburse ******************** a total of $600.00, which is 50% of the dollar value she is claiming the perishables cost.  She refused to accept our offer of $600.  Our client (Third Party Administrator) has been assisting both parties with configuring a resolution, to no avail.  Both WDR and our client have come to an agreement that we will zero out the balance ******************** currently owes WDR, which is $2,178.43, and also compensate her $600.00 for the perishable items, which totals to $2,778.43 however, ******************** is refusing to accept our offer.  We have attempted to resolve any pending issues on several occasions however, ******************** does not appear to be satisfied either way.  Our client has requested, on numerous occasions that ******************** provide receipts for the perishable items but she has not provided any.  In good faith, as agreed upon by WDR, our Client (Third Party Administrator), and ************************ insurance carrier- USAA, we will only be offering a total credit/refund of $2,778.43.  

  Customer response

  03/24/2023

   
  Complaint: 19457822
  

  
  I am rejecting this response because:

  August 2022, Water Damage Rescue sent a representative to my home and met with ****'s representative to assess the complaints.  The *** representative took many pictures, but failed to provide them to the mediator or USAA. 
  During the assessment it was noted damages to my property that was not mentioned in *** response to BBB. My standing mirror was damage by paint drip along with a framed art. Compound was spattered on the entry to the front porch wall area. This was also not mentioned in the response, by ***.

  I gave *** many opportunities to finish the project with satisfactory workmanship prior to the assessment. My question why should I continue to allow this company to treat my home like a practice training? I am unsatisfied with the work provided and the time allotted per the contact which *** breached.

   

  Per my last conversation with *** rep. ******* I advised I was gathering documents to show money spent on the food the distroyed.

  I would like a full refund of what I paid plus the damages they caused.
  Sincerely,
  
  ***************************

  Business response

  03/30/2023

  Hello.

  In response to ************************ reply, I am hereby confirming that photos were in fact supplied to both our Client (Third Party Administrator), and ************************ insurance carrier as well (USAA), as they were uploaded into the platform we collectively communicate with each other through.

  Please note, we are not/have not failed to address any of the damages reported by *********************  My comment entered in our previous response to this complaint reads as such:

  Both WDR and our client have come to an agreement that we will zero out the balance ******************** currently owes WDR,which is $2,178.43, and also compensate her $600.00 for the perishable items,which totals to $2,778.43 however, ******************** is refusing to accept our offer".

  This offer to reach a settlement agreement includes compensation for any and all damages reported by *********************

  We are not in breach of the contract. We have offered to correct any workmanship issues that have been reported by ******************** however, ******************** does not wish for ** to return to her property.  

  As mentioned previously, in good faith, as agreed upon by WDR, our Client (Third Party Administrator), and ************************ insurance carrier- USAA, we will only be offering a total credit/refund of $2,778.43.  

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water Damage Rescue, Inc. (WDR) was assigned by AAA Insurance Group to complete water damage and mitigation repairs on the claimants home. We were told by both WDR, and AAA that the estimated amount of repairs could take approximately two to three months to complete. From the beginning, WDR has been very difficult to communicate with, and more than 14 months since the claim opened, the full scope of repairs have still yet to be complete. WDR has proven to be avoidant, unprofessional, negligent, and dishonest. On 11/1/2022, a botched plumbing installation in the kitchen failed causing a flood, and the newly renovated kitchen to receive water damage, yet again. WDR came back and dried the affected areas, but neither AAA nor WDR are accepting liability for these new damages. AAA says that this particular installation was not outlined in the initial repair estimate. WDR agrees with this, saying this installation was only a courtesy, and other than drying the affected areas, they have done their part. We are asking for a third party inspection of all repairs needed for new water damages, and replacement and/or compensation for those repairs. We want the remainder of all repairs left on the initial claim to be done by a different vendor to include replacement of all subpar repairs already performed at the expense of either party. All, in a timely manner.

  Business response

  12/15/2022

  Business Response /* (1000, 5, 2022/11/28) */ In response to the length of time for the water damage mitigation, and the repairs took, please be advised that there were many factors involved: Lead and asbestos testing had to be completed, the testing results returned positive for asbestos, the property had to be abated, the property had to be packed out, we had to obtain permits for the reconstruction portion, etc. A third party company was hired to test for lead and asbestos, as well as an additional third party to complete the abatement. Note we, WDR have no control over both third party vendor schedules. With respects to the claimant's claims of WDR being "avoidant, unprofessional, negligent, and dishonest", please note that we have communicated via email, text message, and telephone with the insured's granddaughter, ****** all the while the carrier's third party administrator was included in most documented communications. At no point were we ever avoidant, unprofessional, negligent, or dishonest. In reference to her claims of a "botched plumbing installation", please note the installer performed and completed the refrigerator line installation properly. Somehow, the line leaked and****** contacted WDR right away, upon notice. We then dispatched our mitigation team and inspected the leak the very next morning, per******'s request. We took full responsibility of addressing the leak and the minor damaged the leak caused. We dried up the property to Industry Standards. We responded and addressed the water damage immediately. We were able and willing to complete the remainder of the repairs however, As far as the minor repairs (replacing baseboards and toe kicks),****** requested we do not complete the repairs as she did not wish for us to return to the property. We then prepared an estimate for the remainder of the repairs, and emailed it to the carrier's third party administrator, as we were hired by the carrier and thee third party administrator, and must utilize the industry standard insurance pricing. The insured is more than able to hire a different contractor to complete the remainder of the repairs. We have been more than accommodable and responsive throughout the entire process. Note all of our communications are monitored and recorded so the carrier and the third party administrator can ensure we are following vendor guidelines and are constantly in communications with the insured throughout the mitigation and repairs process.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is incredibly unprofessional and disorganized. My insurance company hired them to do work in my garage, after many many weeks of waiting and no communication they sent multiple people to come out and look at it, still performed no work, finally after months they sent one guy who did not know what he was doing to do the work. He broke pipes connected to my water heater and caused more water damage. We asked for a supplemental bid for more work that should've been done the first time around, they took months to provide a supplemental bid and return my call/emails or my insurance agents. By the time they reached out months later I had already gotten the work done by someone else, which was a wise decision any way given their previous work... now they are billing me for the first job that cost me so much to fix all the extra water damage AND the second bid which they NEVER EVEN DID. And they are insisting that they did the work. Blows my mind that businesses like this think they can get away with this stuff. I am demanding they adjust the bill accordingly, subtract the second bid which was never done by them... and apologize for their negligence and unprofessional employees and business.

  Business response

  01/25/2023

  Business Response /* (1000, 14, 2023/01/06) */ ***Document Attached*** Please be advised that Ms. ***** did not report any workmanship issues to us, Water Damage Rescue, Inc. Had we been notified of any workmanship issues, we would have definitely addressed all reporting's, to correct any issues with the workmanship. Please note that Ms. *****'s signed the Certificate of Completion (uploaded), which signifies that the repairs services were completed to her satisfaction, and also confirms there were no workmanship issues.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I would like you bring to your attention my home water damage project that was assigned to your firm by my insurance firm more than 3 months ago for a simple water damage. I have been following relentlessly with your teams since January asking for updates but I am being told that there is no progress to the cabinet rebuilding. It's a very simple and small cabinet under the sink! First I was told the approval was pending, now I am being told payment to vendor is pending...despite these being your regular vendors. I am really frustrated at having to send emails and text messages every two days begging for updates. Please help!! I have reached a dead end here :-(

  Business response

  10/11/2022

  Consumer Response /* (2000, 6, 2022/04/08) */ Please close the case , I found another vendor to complete my work.

• Initial Complaint

  01/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company sent me a bill for services they NEVER performed. They sent me this bill via email dated April 22nd 2021 on January 25th 2022. This company provided my insurance company with a quote for work to be done but I did not proceed to have the work done with this company because they failed to respond to my calls/emails. They did not do the work they're billing me for, the company is so incredibly disorganized they probably don't even know what work was ever done or when their subcontracted subcontractors are working. This company should honestly have its license looked over/revoked it's absolutely insane that they think they can just bill people for work they never did, nearly a YEAR later also... so mad...

  Business response

  01/25/2023

  Business Response /* (1000, 15, 2023/01/06) */ ***Document Attached*** Please be advised that we, Water Damage Rescue, Inc. are approved vendors for Ms. *****'s Homeowner's Insurance, **********. We did in fact complete repairs t Ms. *****'s residence. I have uploaded photos of the completed repairs, the work authorization to begin repairs- signed by Ms. ***** *****'s, and the Certificate of Completion- also signed by Ms. ***** *****'s. To date, we have yet to receive payment for services completed.

*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. ↩