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Business Profile

Water Damage Restoration

American Water Damage Denver, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:12/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    American Water Damage used deceptive practices, fear tactics, refusal to provide cost estimates, and lead us to believe we were dealing with a fraudulent company. We ended our relationship then were presented with pages of charges that were not authorized or disclosed ahead of time and appear to be double billing. We had a plumber fix a pipe leak. He recommended American Water Damage to restore the wet ceiling. American Water Damage first wanted us to sign a contract before coming out to give us an estimate. Then they came, warned us of all sorts of bad things happening if we didn't get started right away, refused to give us an estimate citing the need for tests, they refused to give us any estimate for the costs even for the tests. We advised the company that we preferred to do the bulk of the work ourselves, and did not want them to complete the lengthy list of tasks they indicated were necessary. We repeatedly asked for cost estimates, and they were not given, repeated told they could not be provided until additional testing and work was completed). We allowed them to start drying out the area with dehumidifiers and remove wet sheetrock and told them we did not want additional work until we had a cost estimate. They continued to claim that additional work or investigation or sub-contractors were needed to provide estimates for additional work. Soon thereafter we discontinue any work with American Water Damage.We believe as much as 2/3 of the bill sent to us to be fraudulent charges. We want to pay them fairly for their service of drying out and taking down the wet sheetrock and hauling it away. However, we do not want to be scammed, misled, or taken advantage of; and we do not want others to be put in a similar position. We are hopeful that the Better Business Bureau can provide some assistance in dealing with this company, and to ensure that they stop their fraudulent and predatory practices. Please let me know if you can assist. Thank you.

    Business Response

    Date: 12/13/2024

    On December 10th at 4:39 PM, we received an email from the customer expressing their dissatisfaction and outlining a series of complaints. This email was forwarded to me by the employees who initially received it on December 11th at 9:38 AM. I promptly responded to the customer on December 11th at 4:15 PM, acknowledging the receipt of their email and requesting until the end of business on December 13th to review their concerns and consult with my team.

    On December 13th at 5:10 PM, I provided a detailed response addressing their billing complaints, along with further explanations regarding the charges in question. In this correspondence, I included documentation from the state to clarify the guidelines we adhere to. As a gesture of goodwill, I also credited several charges on their account and applied a 20% customer satisfaction discount in an effort to resolve the matter.

    For your reference, I have attached the relevant state documents as well as a copy of my email response to the customer. Please feel free to reach out to me directly if you require any additional information.

    Thank you,

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

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

American Water Damage Denver, LLC is BBB Accredited.

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