ComplaintsforDeep Water Emergency Services and Restoration

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The first week of November, I noticed a water bubble in my ceiling. I called a plumbing company who cut a hole into my ceiling to discover a shower leak that had been unnoticed for quite some time. After removing the insulation and cleaning out some water-logged dry wall, I was shown where there was water damage to my bathroom sub-floor and surrounding areas and this included mold. The plumbing contractor called Deep Water Emergency services on my behalf and they would contact me to start an evaluation. On November 8th I had an employee of Deep Water come out, evaluated the damage and stated he would send out a team to start the mitigation process. He stated I'd be sent a work estimate for the current work and the future demolition project to remove the damaged areas which was at least two-three feet high and that all of my wall, shower and bathroom floor tile would need to be removed in addition to removing wet drywall and insulation. This estimate was supposed to be sent to me in 3-4 business days. It was sent on November 22nd after several phone calls and apologies and excuses why it was not available. The first mitigation crew of two came out, supposedly cleared out insulation and wet drywall etc from the area in between my living room on the first floor and the 2nd floor bathroom. I say supposedly, because this was primarily already completed by the first plumber and the first on-site evaluator (otherwise it would have been impossible to assess upper floor damage). They also set up one dehumidifier, two fans (air-blowers according to the estimate and subsequent bill) and one Hepa air purifier. With zero instructions on how long to keep these items on or when they were going to follow-up. According to their estimate and subsequent bill I had three air movers for 5 days, in addition to the aforementioned equipment. However on day 2 of the mitigation part, the company sent over 1 employee to evaluate and he taped up the exposed ceiling with heavy duty plastic x2 and tape completely covering the area -yet turned back on the 2 fans and dehumidifier and air filter. Exactly how does this remove the moisture and air impurities when you have the area completely sealed off from said equipment. We called to complain about this, and they sent a crew member over who AGREED that having the area closed off was not accomplishing anything, yet he did not change any of the configuration, nor did he turn on any equipment, nor did he remove any equipment. So these items were literally in my house, taking up space, yet never utilized properly since day 2. Yet somehow the bill states 3 air blowers and dehumidifier and hepa air purifier was in use for 5 days. I was told to pay **** for these services, which seems fraudulent based on this first part of the mitigation/demo project. Several returning crew members and "supervisors" agreed that my mitigation set up was handled incorrectly, and apologized each time for the many errors made. Yet still no call from anyone, nor an estimate. Only call we received was to pick up there equipment. When the crew came to pick up their equipment, the dehumidifier hose was incorrectly placed and all of the water from the first day (the only day it was doing its job) had leaked into my wood floor causing several planks of wood to be pushed up from the floor and clearly there was water damage to the surrounding area. Pictures were taken and crew admitted fault. Despite several assurances that someone would call to evaluate, this never occurred. Even after submitting evidence to the owner. I also asked several times for them to send out someone to show me how the work completed lined up with the bill. No response.

  

  Business response

  01/12/2024

  Good morning Mrs ************************************* do apologize for the experience you are having with our company.

  I have reviewed the photos and spoked with my team regarding the accusations. 

  It is to my understanding that you were offered compensation for some of the damage that occurred during your water loss.?

  You have also received the payment from your insurance company, this usually means they approved all the work that we did. 

  It is to my understanding that we have had to file a lien on your property to ensure we are paid for our services, since we have turned this matter over to our lawyer, we are limited on the communication that we can have with you at this point. 

  If you need his information, please feel free to email me and ask. 

  Thank you! 

  ****** Moberg 

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

   

   

   

  Customer response

  01/13/2024

   
  Complaint: 21133589
  
  I am rejecting this response because:
  There have been ZERO attempts by your company in response to the damage to my home caused by your employees and their equipment. My insurance company is having me pay $1000 towards the rebuilding of my bathroom because they are refusing to pay for demolition twice, due to your company not completing the job. So your bill should be reflective of the actual work completed, which its not. 
  Sincerely,
  
  ****** Mcconnell

  

  Business response

  01/22/2024

  The $1000 they are having you pay is your deductible that comes out of the reconstruction portion. 
  Again we have turned this over to our lawyer, you should be receiving correspondence from them soon! 

  Thank you! 

  Customer response

  01/23/2024

   
  Complaint: 21133589
  
  I am rejecting this response because:
  It's very interesting to me that you have not ever responded to the original complaints. You have lied several times, and your company has never followed up on anything, in particular to the damages your company caused in addition to the fraudulent charges and have also never completed the original work. Instead you keep insisting on using a lawyer, which would have never been necessary had you done any of the proper work, followed up as PROMISED and revised your "estimate" and bill which continue to show a completed project. I seriously URGE people to never ever let this company into your home or business. I have supplied SEVERAL photos and documents from 2 different companies showing how your company has never completed the billed work and also has found major faults in the way your company has demolished/destroyed my bathroom. 
  You want a lawyer? Seriously. 
  
  ****** Mcconnell

  

  Business response

  01/25/2024

  Again, we have turned this over to our lawyer, you should be receiving correspondence from them soon! 
  Thank you! 

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  BEWARE!!! Because Im a renter, I had no choice in which company was used to repair the damage in our home. Deep Water broke so many of my belongings, including: the glass top to my vanity, the light fixture in the bathroom, the mirror in the bathroom, and worst of all, a $1600 ******* mirror that I had. They are refusing to replace the broken items and had the nerve to suggest that I file a claim with my renters insurance. Im speechless. This company has absolutely no ownership and no integrity. I would highly recommend going with a different company!!!

  

  Business response

  11/29/2023

  Dear ******, 

  I do apologize for your experience. 

  I wanted to clear a few things up with you concerning the experience you claim to have had with our company.

  On or around the first week of September, I had ******* come and replace the lights on the vanity (I have pictures of this) as instructed by the property manager.

  At that time, we informed ************************* (property manager) that the mirror responsibilities fell on the reconstruction team that came in after us. 

  He was going to reach out to them and proceed with them.

  It is them you need to follow up with concerning these complaints. 

  Thank you! 

  Customer response

  12/20/2023

   
  Complaint: 20929672
  
  I am rejecting this response because: 

  I reject the Deep Waters response to my

  complaint because it is not accurate. The mirror was broken by ******, who is employed by Deep Water. This happened on Thursday, June 22nd at 9:55am. ****** had promised to come back after construction was complete to help move the remaining items back to where they belonged in my home. When he arrived on June 22nd, he had also brought the replacement glass for my vanity top which had previously been broken, (also by Deep Water). They put the replacement glass into my vanity top for me and proceeded to move the mirror inside from the garage. They had the mirror tilted to fit through the door, and ****** and his coworker (name unknown) then set the mirror down- on top of the floor threshold. This caused my mirror to break. At first I didnt know where the broken glass came from. As soon as I realized it came from the mirror, I texted ******. This was 1 minute after he had exited my home. He then admitted guilt when he texted back in response that he would talk to the *** I would like my mirror replaced please. This is not just any old mirror. This is a $1600 mirror that was purchased for sentimental reasons. I have the receipt as well as the text from ******. Im sure these will hold up well in court, but I hope it doesnt come to that. 

  
  

  Additionally, the mirror in the bathroom vanity is still broken on the corners. I do appreciate that you guys replaced my broken vanity top as well as the light fixture in the bathroom. Please do the right thing and take care of these remaining items. 

  
  

  Please see 3 attachments: my receipt for the mirror and text from *************

  
  

  Thank you. 

  
  

  Best,

  
  

  *************************;

  ************ Personal Cell

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

  

  Business response

  01/03/2024

  Good Morning ******

  I spoke to my owner; he is willing to send you a check for $1600 via the mail. I would need a response from you that you agree to these terms.

  Also, that you agree drop this issue and move forward. 

  Thank you!

  I will wait for your response before proceeding. 

   

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a plumber come out to change out the toilets, and he indicated that he couldn't do the work because there was mold. The plumbing company called Deep Water and they came out that day. I discussed what needed to be done in the situation with the individual, and was given a form to sign indicating that I would pay the bill when the work was done. Of course I signed it because I always pay my bills. The other individual went into my house and sprayed some fungicide (and wiped it up). They also placed a fan in the bathroom. In discussions, they indicated that it would need to be tested for asbestos before they could do any work. Several times up until now, I had asked how much what they were doing at that moment would cost, and EACH TIME I was told that there would be NO CHARGE. The tech also said that if it came back as asbestos, I should just get a neighbor to cut out the wallboards and then Deep Water could come in. They recommended an asbestos tester, and said they thought it would be about $500. They left the fan, and then called me back later to schedule for them to come in and test the moisture content of the walls. Meantime, the asbestos tester showed up, and he would have charged me about $1000 for the testing, which was about double that which I'd had with another company, so I canceled the testing with him. When the Deep water folks showed up to the appointment that was supposed to be for testing moisture content, they picked up the fan because they assumed (correctly) that it meant that I would not be going with their company. I asked them AGAIN, how much for the work they did (spray/wipe/fan), and was told AGAIN that there would be NO CHARGE.At NO TIME was I given any kind of written estimate of the work they were doing, and the charges associated with the work. I was told every time I asked NO CHARGE. One month later I got a bill for $807.48. This is about $1600/hour. I tried 5 times to get resolved, no return call.

  

  Business response

  11/29/2023

   

  I do apologize for any delay in a return call. It is our priority to maintain communication with our customers.

  I would like to speak to you personally about this matter. 

  My name is *************************, I am an operations manager for Deep Water Emergency Services

  Please feel free to call me directly at your connivence ************

  Thank you, I look forward to your call. 

   

   

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday 9/17/23 we noticed a bulge in our ceiling and discovered water damage from a cracked shower basin. A plumber that evaluated the issue recommended Deepwater for remediation and drying. We called this company and were told verbally over the phone that someone would come out to look at the damage for a free estimate. They specifically said there would be no charge if work was not done. There were no stipulations mentioned about the free estimate.Two agents came to our house later that evening and assessed the damage. They did not provide an estimate or perform any demolition. They looked at the area that was damaged and recommended demolition and drying within the next few days. They scheduled a return the next day to further evaluate and plan the demolition. After they left we looked up reviews (yelp) on the company and found that this company was poorly rated and had been accused of causing excess damage to property and even theft from property. Therefore, we found another company to make an assessment that we felt were more trustworthy. We canceled the return visit for Deepwater and then received a bill for $576.20. We called the office three times and each time were told that we would be transferred to *** in the billing department. Each time it went to voicemail and no one called back. We feel that we are being billed for an estimate that was guaranteed as free to us.

  

  Business response

  09/22/2023

  Dear ***,

  We submitted charges due to the fact that you had us out several times.

  You signed the work authorization form and scheduled work to be done. The morning we had the crew arranged and ready to go you canceled last minute. We spent time and effort on your job past the point of a free estimate  

  the bill is as stands! 
  thank you! 
  Deep Water Emergency Services 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Good evening,My property in **************** (************************************************************************) flooded a few months ago due to a sub pump issue. I am currently living in ***** and my husband is in ****************. When the property flooded my husband contacted Deep Water Emergency Services Company to take care of the issue. They came out and told my husband that they would be in resolution with the insurance company before any repairs would be made. The insurance adjuster had been out after the company and had determined that damages to the property would be less than my deductible of 1000$, yet they (deep water emergency services) had already done the demolition without approval ($3800 in just demo charges) without the agreement with my homeowners insurance that they had promised. The company did the demolition to my home and when I contacted them they could not even submit the cost of the demo they had already done for several days following. To this day I have contacted this company multiple times (every week/ multiple times per week) asking for management to contact me back, and I have not heard from them. Liberty mutual has been kind enough to approve demo and repairs, but they cannot do so without photos and all the signed documents that they have not been provided. Can you please assist me and my husband in that Im not sure what else we can do at this point.V/*******************************************

  

  Business response

  08/24/2023

  Hello and good morning,

  I do apologize for the delay of you receiving the necessary documents that you have requested from us. 

  I spoke to our billing department yesterday and they assured me that they have sent all documents to you and your insurance company?

  Although it is no excuse, we did have to let go of our GM recently due to these exact issues. We were under the impression he was preforming his job and sadly for all of us, he just wasn't!!

  Please feel free to contact me directly if there are further issues that need to be addressed. 

  Again, I do apologize for any and all inconvenience. 

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

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

  ******@deepwaterco,com

   

  Customer response

  08/25/2023

   
  Complaint: 20498385
  
  I am rejecting this response because: I have not seen any physical documentation that was requested per my insurance agency to validate my claim. They had requested proof of validation, certificate of satisfaction, pictures, etc
  
  Sincerely,
  
  *****************************

  

  Business response

  08/28/2023

  Good morning, 

  Over the weekend I emailed your entire file, it has also been sent to your insurance company as of last week.

  At this point you have everything we do concerning your job. 

  If you would like to discuss this matter further, I am always available.

  You may also have your insurance company reach out to me. 

  Thank you

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

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

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deep Water Emergency Services provided water mitigation services for us due to a sump pump failure during heavy rain. By failing to mitigate a particular part of our basement (the bar area) they allowed mold/mildew to form. This created both extra work for them (which they are adding to the mitigation costs) and addition rebuild costs for our basement. Attempts to negotiate have been met with brushing off of the issues, reduced communication, and what appears to be the hope that we will drop the issue out of frustration.On 5/14/23 Deep Water team members responded to a request for water mitigation. ******* and ********* collected water, set up fans, and other mitigation actions. When asked why no mitigation had been done to the cabinet area in the bar we where told by ******* it was not needed. ******* also provided an initial estimate of $6900 for the mitigation of the water damage in the basement. Addition work was performed by ***** and ****** on 5/16/23 and by ***** on 5/22/23. nothing in the bar area.on 5/24/23 ****** and ***** came to perform work on the basement and noticed no mitigation had occurred in the bar. They asked us why to which we explained the events on 5/14/23. ****** and ***** explained this was clearly a mistake on the part of the first team to come out and we would now have to have out cabinets pulled out and destroyed due to likely mold (which they did eventually find and mitigate)At this point I started trying to reach out to Deep water to discuss the mistake that was made. I requested a manager come out to review the issue and discuss. on 6/5/23 a team member (not a manager) come out and after discussion of the issue brushed it off as. I was told a senior manager would get back to me after asking.On 7/1/23 I received a bill of $9900 and was was finally able to reach the **** (regional manager?). I informed him of a pending BBB dispute if no negotiation was started by 7/3/23 with no contact since then.

  

  Business response

  07/09/2023

  Dear ***, I do apologies for you experience with us. 
  upon review the case and case notes,
  We would have had to take out the bar anyway, the cost would have been added onto the amount anyway the job was mitigated, or the order in the way we did them. We usually have to wait for insurance approval to remove things such as cabinets and bar areas. Our staff is trained to wait on demoing such areas, because if this. 
  I am sorry with the way the technicians communicated with you concerning this!! 
  

  Customer response

  07/11/2023

   
  Complaint: 20273359
  
  Are you alleging that no mitigation could be performed on the bar area without approval ? If this is the case please explain your rational for any of the work you performed as USAA (our insurance)worked directly through me without contacting Deep Water at any point.
  
  Per your own team,proper mitigation on day 1 visit (5/14/23) for the bar area should have been to remove the kick plate (which your pictures show had not happened by 5/22/23 (see images 1000007191.JPG and 1000007188.JPG on pages on pages 107 and 108 of the mitigation documents), open all cabinets (again, not performed by 5/22/23), and drying the area with blowers/dehumidifiers. Had these action been taken the cabinets would not have needed to b removed/destroyed.
  
  By omitting any water mitigation on the cabinets you allowed mold/mildew to grow for over a week before declaring that they would need to come out. This ot only provided Deep Water the ability to increase their charges due to additional work but required me to hire an another contractor to rebuild the cabinets your team destroyed.
  
  If you had known the cabinets would need to be destroyed on day 1, why was their demolition cost not included in the initial quote?
  
  Can you provide any details on why communications deteriorated specifically after your team received news of an issue?
  
  
  Although I would very much like to come to an agreement on a price adjustment using the BBB as a forum for negotiation, please be informed that if no agreement can be made I will be filing a suite with El Paso County courts. Please respond with which option you would like to move forward with.
  
  Sincerely,
  *******************************

  

  Business response

  07/12/2023

  Dear *******************

  Although we respect your opinion on how things should have gone and the hearsay of employee's opinions.

  We will have to continue to disagree with you concerning these matters. 

  The whole bar area should have always been removed! If we did it day 1 or day 4, with water damage it would have all been required and recommend for removal! 

  The pictures clearly show that there was equipment on site from day one. This equipment would have prevented any mold or mildew from occurring further. In the ******** dry climate mold and mildew are not too common. 

  We feel we have sufficient enough documentation to stand by our work and estimate you received!

  As far as your complaint with communication is concerned, ******** was under flood emergency, giving companies like ours extended time to respond to any request or call.

  The amount owed stands, we do have a net 30-day policy for payments due.

  Best regards

  Deep Water Emergency Services

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

   

   

   

   

• Initial Complaint

  01/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 7/1/2022 My parents used the service for sewage removal. At the time of service, I provided the insurance information to the company. I was contacted by ******** stating the claim needed the company to provide before and after pictures. I contact *** via phone and email several times for the information to be provided. On 01/12/2023, the owner showed up to threaten my elder parents stating the money has been owed for too **** long and he will take their home. The owner then proceeded to tell my parents to go write him a check right now. I contacted the local office on 01/12/2023 and was advised by the dispatch that the owner wanted me to know if they do not pay by 01/17/2023 he will *** them. This is very unprofessional and scary for an 87-year-old veteran and his wife. The problem with payment is due to the billing department WITH DEEP WATER. THE PICTURES OR BEFORE AND AFTER NEED TO BE PROVIDED TO THE INSURANCE FOR PAYMENT. I have also contacted the attorney general office and consumer watch. He is a threat to the elderly if he can just do this with out any remorse.

  

  Business response

  01/13/2023

  Deepwater did a job for this client previously and it had taken quite a bit of time to receive payment. We were reluctant to take on the second loss as the couple is very elderly and at times was confused to paying the bill. We had to reach out to their daughter to finally get payment resolved. However, we took the second loss as we are a business that doesnt want to deny any  clients service. With this new loss we have not been able to reach the client at all for payment and the loss was in July of 2022. We tried calling and the phone number was no longer in service. We had no email to use for the client. We also mailed 2 invoice each month for payment which was returned as not deliverable or return to sender. The owner visited the home to get payment for our services. After his visit we received a call from the daughter who spoke with our billing department. She has provided her phone number and email and will be handling the claim in lieu of her parents moving forward.

  Customer response

  01/14/2023

   
  Complaint: 18731174
  
  I am rejecting this response because:The first job that was PAID! Never any problems. i have no emails from your billing department since Aug of 2022, when I reached out to have the information sent to the insurance company. The owner has done this before! Reviews tell the story. The owner is completely unprofessional. AGAIN IT IS AGAINST THE *** TO Intimidate or threaten a person or persons for collections! I have also filed a complaint with the ******** attorney general office. 
  How can this company have a A+ rating with 2.6 stars of terrible service.
  Sincerely,
  
  *********************************

  

  Business response

  01/17/2023

  I do apologies for your circumstances dealing with our company. 
  it does sound like there was a lot of miss communication during an already stressful time. 
  we did make several attempts to mail call and contact you concerning the billing issues. 
  The phone, email and other contact info we were provided was wrong. 
  Again I do apologize for any confusion or added stress that *** have been caused. 
  
  

  Thank you, 

  Deep Water Emergency Services

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/1/22 water and sewage had backed up in our showers and basement floor 9/1/22 had A Better Plumber out they said the lift gate station should be cleaned and that these things happen with old house, reach out to Deep Water and they can **** the gunk out with their equipment and clean up the area. At this time all mechanics and pump of lift gate were working 9/1/22 called Deep Water said they had been recommended, we needed out lift gate and station cleaned out. We scheduled for them to come out next day 9/2/22 2 people arrived from Deep Water, said that it would be $950 for them to clean it out, but they could clean and fix the problem. I entrusted them and agreed to the service. They told me the job was done and left. I went into the basement to find attached photos, a complete mess, f**** and dirty rags left all over. The space smelt worse and was ******* than when they arrived onsite. I bleached and cleaned everything up myself so as not to be leave hazardous 9/2/22 I called and informed Deep Water what happened they apologized and said they would have someone out to rectify the problem.9/4/22 they sent 2 different people out who said they had not been informed of the history and didn't know why they were 9/7/22 the smell became much worse we hired AAA **************** to come out (attached record of their work) They explained the pump wasn't working properly and looked like it had been tampered likely from negligent cleaning. 9/15/22 I spoke with someone at Deep Water on phone when they called about payment. I said we had someone else out to fix the problem and we no longer wanted to work with them b/c they had mad our situation worse and cost us more $10/27/22 They offered $200 discount via email to their $950 service to which I said we would not pay they had cost us money, had they completed the services they said they would we would have been happy to pay 10/27/22 They threatened to have their lawyer reach out to us

  

  Business response

  11/07/2022

  Hello, after looking into this matter, it appears your issue was re affected by pump failure? 

  after we did our first clean up job?  If the pump was acting up is seems like you should have questioned the plumber

  not us? We charged a more than fare price for what was done! 
  we offered you an additional discount to make things right. 

  Deep Water feels we have completed job to the extent we could have 

  under the circumstances. 
  
  Thank you,

  Deep Water Emergency services. 
  
  
  
  

  Customer response

  11/07/2022

   
  Complaint: 18342897
  
  I am rejecting this response because: The pump was not faulty until Deep Water was onsite. We simply do not think it is fair or right to charge for services that were not completed, as attached previously in photos Deep Water exposed f**** and hazardous sewage waste and made a mess of our home. And then threatened to send their lawyer us. We feel we are being bullied into paying services that were not completed, instead we were left to clean up and rectify their mess with another reliable company. 
  
  Sincerely,
  
  *******************************

  

  Business response

  11/08/2022

  Dear ****,

  I am truly sorry you feel this way, it is our stance we did nothing 

  to cause further damage to your pump. With the scope of work we provide

  it would have been almost impossible for us to damage your pump in any way. 
  

  if I am correct in the matter you called us because of the sewer and ***** matter to be cleaned from your basement? 
  

  How are we responsible for it being there in the first place? 
  

  We have offered the discount for the services we provided, as far as your pump your best to question your plumber?.

  Have a pleasant day! 
  
  Thank you
  

   

   

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Timeline of Events at Elati St. -Aug 8th Triple A plumbing **** showed up in the morning to fix leak in toilet drain. Completed fix by about 2 pm after going to buy parts. **** gained access to the plumbing by cutting a hole in the downstairs shower ceiling about 2x3 ft. Then he proposed we hire a cleanup company to dry out the ceiling. He recommended *** of Deep ********************, a sister company. He claims he doesnt know ***s last name. **** of Triple A Plumbing said all ***/Deep ******************** will need is a claim number and your insurance will pay the cost. I opened a claim with my homeowners ins.***/Deep water proposed $4,000 to dry out the wall by removing the drywall from the shower edge, behind the sink and also the ceiling above the shower which the drywall was already removed by **** the plumber. Then he would replace all the drywall, tape, texture, and paint. I gave *** the claim number. I asked him to send me the quote to my bus. email or text. He did neither. August 8th - *** from Deep ******************** brought two fans and one dehumidifier to Elati Monday evening.*** called & asked me for a cc number. I asked why when you have my claim number. He said it takes too long to get paid by insurance so he needed me to provide my **** number and I then could collect from my own insurance later. I gave *** my **** number to proceed with the work.August 9th at 1:30 pm I inspected my property and realized *** had done no work except to plug in the fans. No drywall had been removed by *** to dry out the wall. Only the ceiling drywall had been removed by **** the plumber in the process of repairing the leak. August 9th - Tuesday at 2 pm I asked *** to remove his fans and do no further work. He agreed at 2 pm via text. I also asked him again to send me the quote by email or text. He did not comply. The only work *** and Deep ******************** did was to plug in two fans and one humidifier. No work was done to the drywall. I was charged $4,000 on my **** by *** on 8/8/22.

  

  Business response

  08/17/2022

  Please see attached response - too many characters.    

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a drain in our basement back up and flood a portion of our basement. Had a plumber out and he recommended Deep Water Emergency services to evaluate the damage. So I called them and they said they would come out for a free estimate. The service man from Deep Water said that he recommends work be done and that it would be expensive but that our home owners insurance should pay for the work; but we would have to make a claim. He stated we had to sign paperwork to get the work started the next day. We felt pressured because he sounded like if we didn't sign they might not be able to come out because they are busy, so we signed the paper. He left a fan in our basement overnight. We called our insurance company first thing in the morning and it would not be covered so we called Deep Water and cancelled the work. Later they picked up the fan and then sent me an invoice in email for ******. We called them and said no work had been done and they are now claiming since we signed a contract this is the charge. We were never told of a cancellation charge and they did no work. I cannot believe they want to charge us now for doing absolutely no work. I would understand a small charge for coming out but ****** is ridiculous and shady. Especially when they make no mention of a cancellation charge and pressure you to get the work started. We did not even get a copy of the paperwork.

  

  Business response

  05/20/2022

  Dear sir,

  after speak to our billing department they stated that you never called the office to speak about your ****.

  we aim to please and sometimes thing get past us. Your job would have been billed out as it was put in the system by 

  technician. Please do call our office at ************ ask for *** and let her know about your ****. 
  
  Thank You 
  

*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. ↩