ComplaintsforStellar Public Adjusting Services, Inc.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with this company with the expectation that they would work with my insurance company to maximize my property claim. I was promised a copy of the estimate. When I did not hear from the company, I checked the insurance company website I realized the insurance company closed the claim and issued a check. It appears that the company did not do any work. The claim payment was the same as the insurance company estimate. When I asked the company, they lied and said the claim is still open. They are requesting 20% even though they did not impact the claim in any way.

  Business response

  09/06/2024

  Hi,

   

  Insurance companies "open" and "close' claims regularly. Often when a payment is issued, the claim is "closed" until additional work is submitted on a claim to "open" it. This does not mean your claim is closed. You requested a copy of your estimate and I see that we reached out to you a few times to go over it. Please provide your email and I will happily send it directly to your preferred email address.  This was also explained to you. The claim is open and is still in process. There is nothing to be concerned with as to your claim. Your claim is moving forward in the process and requesting supplemental/additional payment based on our estimate and supporting documents.

  Customer response

  09/06/2024

   
  Complaint: 22232274
  
  I am rejecting this response because:
  

  The insurance company shows the claim as closed. The insurance company has issued payment and closed the file. When I made several requests to Stellar for proof that they have contacted the insurance company or that the claim is reopened, they only asked me to call them, but gave me the run around in regards to documentation. To date, I have yet to receive any documents showing the insurance company has reopened the claim or that Stellar has even communicated in writing with the insurance company. 

  I regret the decision to involve this company as it has only delayed the necessary repairs to my home. It is an unnecessary middle man that has done nothing but request 20% of the insurance proceeds that the insurance company would have paid. The insurance company did an estimate, closed the file and issued a check based on that estimate. This company appears to be a scam that solicits homeowners in an effort to take insurance proceeds. 

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

  Business response

  09/08/2024

  While we appreciate the client's response, the client is making factually incorrect statements. We have spoken to the client and exchanged emails with the client. 

  Further, the client previously stated that he had requested a copy of the estimate but not received it. Fortunately, we save our emails and here is the email with the client wherein he received a copy of the estimate on his claim and was advised that his claim was processed for supplemental payment. Further, we called the Insurer and the claim is NOT closed. The claim has been paid an undisputed but is not closed. This just seems like an effort by an educated client to smear the name of a hard working company in an effort to try to get out of his contractual obligations. 

  The Insured has been in weekly communication with our office and multiple people in the office related to the claim. Each and every email sent was responded to in a timely manner. 

   

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stellar Public Adjusting failed to recover our depreciation check. We had to work directly with the carrier to do so, now they are stopping us from depositing our check because they sent it on without endorsing it, and are stating we must still pay them the 10% for a service they didn't actually perform. We collected our own money after MANY attempts to contact them about them getting it. The owner said he would call back, never did. Many employees said they'd get back to us, never did. Finally, we went to **********, had our check released 7/7/24 and we still cannot deposit it because when it was in Stellar's possession they failed to endorse it. ***** said they didn't "need" to because it was under a "certain amount". Now when contacted about it they're lying and back peddling even though we have email communication to prove our attempts with them, and then in the end, the result to recover our money ourselves because they didn't do their job. They kept telling us to "call our lawyer", but we didn't have a lawyer on this claim?

  Business response

  08/25/2024

  Unfortunately, the client is not being truthful. Our office has worked with the client diligently throughout the process on their claims. We have explained to them how depreciation works and how to recover it. We helped them throughout the process and recovered more than double their request on their other claim. Yet, they advised, clearly, via email that unless we give them a discount or work for free they will post negative reviews. They put it in writing in an email as blackmail and this is recorded and has already been provided and reported to all appropriate parties of these clients actions and manners in which they conduct themselves. We worked very hard on their claims and while it took longer than they wanted (their company went out of business) this was not because of our doing. Rather than engaging with them in email battles, we felt it more appropriate to maintain professionalism in the process and ensure we do our job regardless of what actions they take and reviews they place. We already are working with the various web platforms to flag their reviews and providing the clients emails as support. It is unfortunate, but sometimes clients choose to take to social media and the BBB as a way to get a reduction in fees or force a business to change its procedures or policies.

  Customer response

  08/29/2024

   
  Complaint: 22163905
  
  I am rejecting this response because:
  
  I really wish Stellar would stick to the claim the complaint is about. Yes, there is a second claim that they got us double on, and yes of course theyll be taking their 10% because they did the work on the claim, but that was after months of us telling them to accept the initial amount because this entire time our property has been uninsurable while they dragged it out and neglected our statement to accept settlement. Yes, it turned out fine in the end getting double, but in the meantime, thankfully we didnt incur additional damage uninsured over there. Its quite the ****** they take with properties that arent theirs, and Im not sure why the homeowners acceptance of initial settlement is allowed to be ignored by them for the better of 7 months, but thats a complaint for another day. ??
  
  This particular complaint is on a hurricane claim for our primary residence, so the fact that they acquired double for a claim on our rental property is irrelevant, but they keep holding on to that as their only line of defense. ??On our primary residence, we were ignored when additional damage was found, costing us $13k out of pocket, and no one will respond to why, just that they can no longer help us. ??
  
  Then for the depreciation check, please see all ignored methods of communication in the attached details. Then see how we had to reach out to the carrier and recover the money ourself because after they took their 10% from our initial hurricane check, we felt completely ghosted for the rest of the process. ??This is the claim were here to focus on. A small check of $5,707 that theyre saying theyre entitled to $570 on after they ignored our email communication and request that they retrieve the money for us since April, as per our agreement, they communicate with the carrier on our behalf- but they didn't. It is now August and we still dont have that check deposited. If we did not reach out to State Farm ourselves at the end of June, as the emails will show, this check would still NOT have been cut because Stellar did not do any work to retrieve THIS SPECIFIC check. If we did not do the work for it, no one would have any of this money, that none of us still have. That is my complaint. It has always been my complaint as I told everyone at Stellar they should not be entitled to their $570 because without my effort, there would currently be NO check. Upon signing the contract and hiring them, they told us not to communicate with the carrier, that everything goes through them. Many emails phone calls and months later, when they didnt reach out to get our check, told us to contact our lawyer to do it, we dont even have a lawyer for this claim??, we finally did what they said theyd do for us, and reached out to the carrier ourselves. Our time. Our follow up. Our effort. So yes, I stand firm that they did not do anything to earn this $570. ??Yes, theyll have 10% of the $50,000 check they retrieved for our rental, but that is not what I am here to talk about. They dont listen. They dont care. I have written proof that **** said he would call me. Months ago. He still hasnt. That is why I had to take to social media and BBB. No one returns calls or emails (I have well documented proof of this), but suddenly, after writing a review on social media about them not accepting per our consistent asking, the original $20K check for our rental, within days we had $50K. Where was that months prior to writing reviews? He said its not because of the reviews, but thats incredibly coincidental timing. But again, that is not the claim were here to talk about today. ??Were focused on their neglect to fully finish out the claim of our primary residence as it stands in terms of our depreciation check. We are seeking to keep their portion, $570, in exchange for the poor service we received at the end. Thats all. Please stay on topic when responding. It only needs to be about the main property hurricane depreciation. No one is looking at the other claims and saying you didnt follow through, yet. I have a feeling Stellar knows they didnt do right by us in terms of our depreciation check and thats why their only comments are on the good job they did for an irrelevant claim. It would be nice if they took ownership of their actions, or lack there of. 
  
  There was no blackmail or threats. I promised that I would let any future customers know that they expect to get paid for the entire job without finishing the job. That's what I did. I also said I'll send them an invoice for my time for the work I did instead of the employees of Stellar to retrieve that check. If my lawn company billed me for a month of service, never showed up and I mowed my grass myself for the month, why would they expect to be paid? Why would I pay them? I did the job myself they were hired to do. This is the same thing. Stellar was hired to handle the entire claim start to finish. After they received their initial payment on this claim, we were ghosted for help on the depreciation. I have attached email communication, but it would only let me upload 5. I have plenty more dating back to April. Emails that were flat out ignored, no reply back. Yet, they expect to get paid? I also have additional email proof of my own recovery of the money they're wanting 10% of. And, if you look at the dates, on 7/31 ***** emails they have yet to receive the check. Then, hours later, the check was already sent off a week prior to our mortgage company, we were never notified, and she clearly didn't even know since her initial reply was that they had yet to see it. They are not doing their job, nor do they seem to even know what they have and haven't already done. This email communication proves it. How have you not even received it if it was sent off already? That doesn't add up at all. 
  
  The company is very misleading getting you to sign a contract under the guise they'll handle the claim start to finish, but they don't. Then, the check she didn't even know they received and already passed on, she was immediately sending us an invoice for. The same check that would still be in possession of ********** if we didn't recover it ourselves. My time. My effort, my frustration, and yet I'm obligated to pay them for a failed final service? That is what this is about. That's what this has always been about. Yes, also them not honoring our request to accept the initial 20K for a totally different property address because how do you just ignore the owners wishes like that, but, they did come through and worked that claim to earn their 10%. This claim, this measly $570? They did not earn. They were not there for months. That is where the immense frustration, disgust and disappointment comes from. That is why this entire time I've sought to only ask them to relinquish the $570 from this specific claim because I did the work for it, not them. Again, they'd have no money to collect on if I did not personally reach out to ********** to collect it. It wouldn't exist. I did not fight them and refuse to pay on the other claims. The $570. That was it. If you look at the facts, we were ghosted, we did do the work ourselves, and it's rather deplorable that a business can argue otherwise knowing they didn't do anything, they didn't help, nor return phone calls or emails.
  
  In any other area of service, if the provider didn't show up, didn't fulfill their commitment in the contract they wouldn't expect to get paid. Stellar is in a world of it's own with poor communication and even poorer business practices. Hopefully they stop with the gaslighting and acknowledge the claim I'm actually upset up and what I'm upset about. No one cares you got us double as it pertains to this claim. That's a completely separate address and getting double for us there does not excuse the lack of time, care and communication in regards to our depreciation check on this property, as well as the additional money we had to pay for the extra damage found that everyone keeps ignoring us on, too. 
  
  Sincerely,
  
  *****************************

  Customer response

  08/29/2024

  Stellar is admitting to removing reviews that are ACCURATE from web platforms about the claim at our primary residency, responding that they're not accurate because the company went out of business and they got us "double" after ignoring us for months about it. However, that "double" and the company that went out of business isn't even at the property address I'm talking about, so taking down very valid reviews about their service on my PRIMARY residence is disgusting. They did not follow through, they did not deliver on their service for my PRIMARY residence, the one this claim is about, and reviews about such should not be falsely removed from web platforms as future potential customers deserve to know what they're signing up for. I can provide additional evidence of ignored email communication if needed, but the business response to the initial complaint isn't even on topic. That's the part, they're not listening. That's why I made many attempts to call. I keep spelling out this is about State Farm claim, not FIGA, they don't listen, just want to protect their reputation without doing the work for a shining reputation. If you look through previous client reviews on the sites, they all say similar things, but they must be removing those, too. That shouldn't be allowed because if I saw those other reviews prior, I wouldn't have hired them. I wouldn't be where I am now with the emotional distress over the matter. Gaslighting the public should be illegal, my reviews are honest and true testimonies of my experience with Stellar. They should be allowed to stand so others can be aware. 

  Business response

  08/30/2024

  Nobody is removing any reviews. We are well aware of the claims and situations and respectfully disagree. Our clients are happy. Unfortunately, we can't make everyone happy. Yelling at our office and our team and attacking through email communication is also something we cannot prevent. We wish the client the best to her and her family in future endeavors.

  Customer response

  09/02/2024

   
  Complaint: 22163905
  
  I am rejecting this response because: Once again, they failed to acknowledge this message, so I'm resubmitting it. They clearly keep ignoring these facts and failing to respond to them for a reason, so hopefully a resubmit of the same information will finally prompt a reply on the actual claim this complaint is about, not irrelevant ones, or talking about flagging reviews. Emails sent to the company, and reviews posted, were accurate and in fair taste as the company keeps lying and talking circles and blatantly ignoring communication, so yes, anger was then developed from the months of April through August, as any reasonable person would expect. 
  
  I really wish Stellar would stick to the claim the complaint is about. Yes, there is a second claim that they got us double on, and yes of course theyll be taking their 10% because they did the work on the claim, but that was after months of us telling them to accept the initial amount because this entire time our property has been uninsurable while they dragged it out and neglected our statement to accept settlement. Yes, it turned out fine in the end getting double, but in the meantime, thankfully we didnt incur additional damage uninsured over there. Its quite the ****** they take with properties that arent theirs, and Im not sure why the homeowners acceptance of initial settlement is allowed to be ignored by them for the better of 7 months, but thats a complaint for another day. ??
  
  This particular complaint is on a hurricane claim for our primary residence, so the fact that they acquired double for a claim on our rental property is irrelevant, but they keep holding on to that as their only line of defense. ??On our primary residence, we were ignored when additional damage was found, costing us $13k out of pocket, and no one will respond to why, just that they can no longer help us. ??
  
  Then for the depreciation check, please see all ignored methods of communication in the attached details. Then see how we had to reach out to the carrier and recover the money ourself because after they took their 10% from our initial hurricane check, we felt completely ghosted for the rest of the process. ??This is the claim were here to focus on. A small check of $5,707 that theyre saying theyre entitled to $570 on after they ignored our email communication and request that they retrieve the money for us since April, as per our agreement, they communicate with the carrier on our behalf- but they didn't. It is now August and we still dont have that check deposited. If we did not reach out to State Farm ourselves at the end of June, as the emails will show, this check would still NOT have been cut because Stellar did not do any work to retrieve THIS SPECIFIC check. If we did not do the work for it, no one would have any of this money, that none of us still have. That is my complaint. It has always been my complaint as I told everyone at Stellar they should not be entitled to their $570 because without my effort, there would currently be NO check. Upon signing the contract and hiring them, they told us not to communicate with the carrier, that everything goes through them. Many emails phone calls and months later, when they didnt reach out to get our check, told us to contact our lawyer to do it, we dont even have a lawyer for this claim??, we finally did what they said theyd do for us, and reached out to the carrier ourselves. Our time. Our follow up. Our effort. So yes, I stand firm that they did not do anything to earn this $570. ??Yes, theyll have 10% of the $50,000 check they retrieved for our rental, but that is not what I am here to talk about. They dont listen. They dont care. I have written proof that **** said he would call me. Months ago. He still hasnt. That is why I had to take to social media and BBB. No one returns calls or emails (I have well documented proof of this), but suddenly, after writing a review on social media about them not accepting per our consistent asking, the original $20K check for our rental, within days we had $50K. Where was that months prior to writing reviews? He said its not because of the reviews, but thats incredibly coincidental timing. But again, that is not the claim were here to talk about today. ??Were focused on their neglect to fully finish out the claim of our primary residence as it stands in terms of our depreciation check. We are seeking to keep their portion, $570, in exchange for the poor service we received at the end. Thats all. Please stay on topic when responding. It only needs to be about the main property hurricane depreciation. No one is looking at the other claims and saying you didnt follow through, yet. I have a feeling Stellar knows they didnt do right by us in terms of our depreciation check and thats why their only comments are on the good job they did for an irrelevant claim. It would be nice if they took ownership of their actions, or lack there of. 
  
  There was no blackmail or threats. I promised that I would let any future customers know that they expect to get paid for the entire job without finishing the job. That's what I did. I also said I'll send them an invoice for my time for the work I did instead of the employees of Stellar to retrieve that check. If my lawn company billed me for a month of service, never showed up and I mowed my grass myself for the month, why would they expect to be paid? Why would I pay them? I did the job myself they were hired to do. This is the same thing. Stellar was hired to handle the entire claim start to finish. After they received their initial payment on this claim, we were ghosted for help on the depreciation. I have attached email communication, but it would only let me upload 5. I have plenty more dating back to April. Emails that were flat out ignored, no reply back. Yet, they expect to get paid? I also have additional email proof of my own recovery of the money they're wanting 10% of. And, if you look at the dates, on 7/31 ***** emails they have yet to receive the check. Then, hours later, the check was already sent off a week prior to our mortgage company, we were never notified, and she clearly didn't even know since her initial reply was that they had yet to see it. They are not doing their job, nor do they seem to even know what they have and haven't already done. This email communication proves it. How have you not even received it if it was sent off already? That doesn't add up at all. 
  
  The company is very misleading getting you to sign a contract under the guise they'll handle the claim start to finish, but they don't. Then, the check she didn't even know they received and already passed on, she was immediately sending us an invoice for. The same check that would still be in possession of ********** if we didn't recover it ourselves. My time. My effort, my frustration, and yet I'm obligated to pay them for a failed final service? That is what this is about. That's what this has always been about. Yes, also them not honoring our request to accept the initial 20K for a totally different property address because how do you just ignore the owners wishes like that, but, they did come through and worked that claim to earn their 10%. This claim, this measly $570? They did not earn. They were not there for months. That is where the immense frustration, disgust and disappointment comes from. That is why this entire time I've sought to only ask them to relinquish the $570 from this specific claim because I did the work for it, not them. Again, they'd have no money to collect on if I did not personally reach out to ********** to collect it. It wouldn't exist. I did not fight them and refuse to pay on the other claims. The $570. That was it. If you look at the facts, we were ghosted, we did do the work ourselves, and it's rather deplorable that a business can argue otherwise knowing they didn't do anything, they didn't help, nor return phone calls or emails.
  
  In any other area of service, if the provider didn't show up, didn't fulfill their commitment in the contract they wouldn't expect to get paid. Stellar is in a world of it's own with poor communication and even poorer business practices. Hopefully they stop with the gaslighting and acknowledge the claim I'm actually upset up and what I'm upset about. No one cares you got us double as it pertains to this claim. That's a completely separate address and getting double for us there does not excuse the lack of time, care and communication in regards to our depreciation check on this property, as well as the additional money we had to pay for the extra damage found that everyone keeps ignoring us on, too. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  They are scam artists and are not doing their job

  Business response

  06/14/2024

  We regular communicate with the client. The ***************** is the one dragging out the claim. We are hopeful that a resolution will be achieved soon although we do not have full control of what they do and when they do it.

  Customer response

  06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We came in contact with Stellar in hopes that they would help with a hurricane claim. The 1st person was ***** in 2022 whom was unreachable. When my daughter (whom I had signed their paperwork giving my daughter permission to speak on my behalf) finally got him on thr phone his response was he had too many files & didn't know where our was & he would call back. He never did. Instead a few weeks later she received the same letter she had sent with all our documentation where Universal home insurance refused to pay. My daughter tried to reach out again & again had tremendous difficulties reaching *****. After a month she got him on the phone and he stated his desk had so many files he needed to look for ********* would callback. We waited for months no call back. Finally my daughter called & stated she wanted to go with another company it had been months since we had heard anything & no one returns calls. They stated ***** was no longer with the ************ should have been assigned a new adjuster months prior. When they looked it hadn't been done. They assigned ***** to our however, within 1 wk. ***** did the best she could, however, no engineer was ever sent out to look at the roof to strengthen our claim. A loss specialist was sent whom agreed damage was not due to flood. Out contractor was here & yet the loss specialist told contractor no to going up on roof. Our claim was denied & we went to a lawyer whom was amazing. Unfortunately because Stellar dropped the ball for over a year our tile floors started to explode throughout the house. I am 81 yrs old & I have documentation from my doctor's that I had bruised ribs due to falls because of the tiles. Had Stellar done their work in a timely manner as they commercialize my floors would have been repaired along with my roof & no injuries would have been sustained. We have tried reaching out & always get we will call back but they continue to drop the ball. 10% is over priced for the little work they did.

  Customer response

  04/18/2024

  This a message from the contractor which waited over 240 days since the 1st tarping of my roof. I have had to pay him out of my wife's money that she inherited recently. He also tried talking to Stellar after my wife & myself gave permission & he couldn't get answers. As you can see due to Stellar dropping the ball in made me incur additional expenses. My daughter has been waiting for 3 weeks to hear back from Mr. ***************** & Mr. **** & just like they did with our claim for more than 6 months neither have contacted us. If they agree to pay for the 2 additional tarpings I will be more than happy for them to take 10% if not then I think 5% would be more than enough. I have added the invoices of all 3 tarpings & I think it is only right that Stellar due to the continuous ball dropping that they pay for 2 of the tarpings.

  Customer response

  04/18/2024

  These are just emails showing neither my daughter nor ***** at RCI could get answers. Also, an email about the tarp.

  Customer response

  04/18/2024

  These are just emails showing neither my daughter nor ***** at RCI could get answers. Also, an email about the tarp.

  Customer response

  04/18/2024

  Also as you can see they made matters worse with my home insurance by telling them my house was a total loss when it was not. Making my home insurance think I was trying to commit fraud when all I wanted was for the repairs to get done. Because of this my home insurance also denied the claim even after receiving video & pictures of water coming from the ceiling. Because this made them think fraud I was forced to take a very small settlement leaving me to figure out how to pay for about $48,000 that are still needed in repairs because the settlement is only enough for the roof, it does not give enough for the floors, the kitchen, or for property damaged. So not only did they drop the ball with not working my claim in a timely manner but they also made it seem like my house was a complete loss & I was trying to commit fraud. The way they do business is less than stellar!

  Business response

  04/19/2024

  The statements made by this individual are not factually accurate. The person was aware of all items related to this claim and all the work that was involved. The client has been told all of this multiple times by our office and their attorney. This is a shakedown not to pay fees. The matter is in litigation and was resolved. The settlement is confidential at this time. 

  Customer response

  04/22/2024

   
  Complaint: 21546045
  
  I am rejecting this response because:
  I have provided more than enough proof that the ball was dropped. I have been waiting for a call back for 3 weeks & they have not responded to my lawyer because they know we have all the documentation. So I guess the money will sit with the insurance company because I will not sign any paperwork till ***************** & **** actually call and see all the proof we have of them dropping the ball which has been up loaded here. 
  Sincerely,
  
  ***************************

  Business response

  04/24/2024

  This client will stop at nothing to get a discount and has left complaints on all websites in her efforts to do so. We have spoken to client as did the attorney. No ball was dropped and our file and documentation was utilized in obtaining the settlement. We spoke to the client's attorney who confirmed that there was no ball dropped and no alleged action caused any reduction in settlement. If anything, the client's claim was denied and through our efforts and work product the client obtained a VERY significant settlement.

  Customer response

  04/27/2024

   Complaint: 21546045
  
  I am rejecting this response because: Funny because I spoke to my attorney just yesterday  4/26 and they haven't heard from you at all and the 1 meeting you had with ***** he wasn't the lawyer that handled my case and had no idea of the evidence we had. Since then he has sent a request to have ************** & **** call the client to look at the evidence and NEGOTIATE the % but has been waiting almost 4 weeks now & no response. We know you pay BBB as we have had businesses but you guys dropped the ball and we have all the emails and documentations to prove including contractor & companies involved trying to help us fix up the house. But nice try. Some evidence is uploaded here but the full evidence is with MY lawyer and I guess no one will get paid till ************** or Romny contact us or MY lawyer to discuss. I am in NO RUSH to sign anything to allow funds to be released 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired this company for my insurance claim they did not get it paid when they got me a lawyer there lawyer quit on me because my husband went to jail for a different case they threatened me that I should drop the case ******************** did nothing for me he just ignored me I tried to file law suit against this company but **** told the lawyers i went to see not to take my case this owner is a thief and a liar and he lies to all his clients his dad stole millions of dollars and was suit many times for fraud he does real estate fraud for many years so as they say the apple doesnt fall far from the tree please help me recover my loses thanks

  Business response

  03/07/2024

  Unfortunately, we were not able to help this client many years ago. We recommended her to an attorney who could not help her either. She looked for her own attorney in her neighborhood and he could not help her either. It appears this client does not recall all the issues with her claim and the reasons that no other lawyers would take her claims because of prior claims and all sorts of other issues. We always try to help our clients when we can. Unfortunately, in this case we could not. 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mis-presentation Is the biggest complaint. This company was contracted to represent my interest in collecting money due to me for the repairs on my property due to the Hurricane. From the beginning, they would not return phone calls or emails. The information that was sent to my insurance was fraudulent so far out of proportion that it bogged the process down. They explained that they had to do this in order to get a number that was "fair". My insurance company proposed a couple of meetings in the beginning to find a quick resolve but ****** sent out an uninformed representative that created an even further set back. After finally speaking to my insurance company directly and clearing up several misinformation situations that ****** created, we had finally come to a resolve. During the final steps of the process it was found that there was a request directed straight to my insurance company for charges on a services that was never provided. This was brought to ******'s attention and they did nothing to represent me and my interests because they we're getting a fee from the fraudulent charge and so they didn't want to loose out on the additional money. Even after the checks from my insurance company has been processed ****** has continued to hold my recovery funds hostage while I incurred interest on loans that I had to take out to make my home livable. They have lied about making contact with my mortgage company and supplying needed information to complete the process of cashing the largest check. This entire process has been a professional level con game from the start. This company has and continues to prey on me in my time of need. Clearly taking advantage of a situation where they don't have to answer to anyone, all they do it just not answer the phone, don't return messages, and don't respond to emails and they can just hold on to my money as long as they want. Called "***" for over a week and still haven't gotten a phone call back.

  Business response

  06/26/2023

  Unfortunately, the Information shared by the consumer is not accurate. 

  First and foremost, the Insured is in regular communication with our office and frankly has been disrespectful to the office personnel using profanity and threats. It is very difficult to have a conversation with someone who is threatening during telephone and email conversations. 

  The consumer fails to mention a few things:

  The Insured hired us on his claim for Hurricane ****. We did a very detailed and thorough inspection of his property and documented all of the damages over multiple inspections. We also did a 360 Degree Matterport inspection of the property so that we could create a virtual walk through of the property and damages for the Insurer when presenting the claim so that we could put them in the shoes of the consumer in their home. This is a very unique technology that most adjusters do not use and becomes very helpful during the claim. Despite all of this, his insurance company valued his damages improperly and issued a payment of under $5,000 for the claim. 

  We responded to each of the ***************** requests for information and documentation to support our position of the claim and ensure that there was no denial of additional payments.  We compiled a Personal Property Inventory Form and recommended mold testing at the property due to concerns for mold that the ***************** ignored. We ordered a satellite imagery report of the roof and exterior to ensure accurate reporting of the roof and exterior quantities when presenting the claim. In 15 years of adjusting claims, just because an insurance company says something - it doesn't mean it is accurate. Our team was very diligent in this claim and the results speak for themselves.

  We submitted a supplemental request to the ***************** for an amount of an approximately $150,000. Through the diligent efforts of our team, the ***************** issued payments for approximately $125,000.00. Yes, you read that correctly - the initial payment was for under $5,000 and we obtained a recovery of roughly $125,000. Clearly, our estimate was not a fraud and out of proportion. In fact, our estimate as a much more accurate representation of the loss as had it not been, the insurance company would not have paid a figure much closer to our estimate and roughly 25X more than what they originally paid. 

  When we spoke to the Consumer about his concerns, he said he wanted a discount. When we refused to give him a discount and justify all the hard work that went into the claim, he advised he would be filing complaints. Unfortunately, the BBB and other agencies cannot allow a consumer to use this forum as a means to threaten and coerce a company into a discount. It is improper and unprofessional. 

  We will not be giving the client a discount despite his threats and very unprofessional language to our team as a means to coerce his desires.

  If requested, we are happy to share the documents supporting our results as well as the vulgar communication from the client.

  - Stellar Public Adjusting

   

   

   

   

  Customer response

  06/28/2023

   
  Complaint: 20226176
  
  I am rejecting this response because:

   

  the information that ****** has responded with is clearly a smoke screen to try dismiss a true accusation of inadequate representation. I have proof of non communication from the person who was assigned to represent me. Have I gotten upset, absolutely! With the inadequate representation and the misleading information ****** has not come close to covering their part of the contract. Sure, someone has *** been in touch with me, but for weeks no one would return my calls. Yes, that irritated me as well, yes I got upset. If someone had $128,000 worth of your money and wasn't returning your calls wouldn't you be upset? And the false accusations that I'm using the BBB to falsely accuse ****** is out of bounce. Has I not filed this compliant they still wouldn't have contacted me. While my emails and messages may not be lawyer reviewed, the facts are the Stella *** has $22,000 worth of signed checks, more then enough to cover their fees, and they still have not released the rest of my money, nor have they provided the needed information to the mortgage company to get the largest check taken care of. Lies upon lies upon lies. They try to fill the screen with misguided and misleading information to try and move your attention away from the failures. This company is corrupt and needs to be federally investigated. A complaint has been given to the AGs office here in *******. 
  
  Sincerely,
  
  ***********************************

  Business response

  06/29/2023

  While the consumer disagrees with our response, the facts support the position taken. Nobody is holding any of his funds hostage. We are working with his lender on a release of funds through the normal processes of working with the mortgage company. We would like nothing more than not to have to work with the Lender and have the client deal with it directly. Clients are welcome to pay us directly for the monies and work with their lender. I am not sure how this is a "con game" when we secured a settlement of 25x more than the insurance company offer. All we are looking to get paid is for the work that we did in assisting the client to get those funds - nothing more and nothing less. If the client has an issue with a third party company, we do not control third parties or their practices and he is welcome to speak to them directly to resolve. We tried our best but unfortunately, nothing will please this client.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a homeowner on ******* Island, which was devastated by Hurricane ***. On November 16th, 2022, we hired a public adjuster, ******************* (*****) from Stellar Public Adjusting Services. He promised us that he would take care of everything and would provide us an estimate by the end of the year. He also made a lot of promises which I don't think comply with the code of ethics. As of today, it has been more than five months, and they have not provided us with any estimate. We have been trying to get an ETA for the estimate from the public adjuster for some time now without any success. It seems that we are being ignored. Both our homeowner insurance company and flood insurance company have complained to ** that they were not able to find our public adjuster to discuss our claims. This is a clear violation of ******* Statute 626.854(11), which requires that a public adjuster must provide a detailed estimate of loss in writing within 60 days after the date of the contract. The severe lack of communication and responsiveness, as well as the misrepresentation of material facts, are also a violation of ******* Administrative Code 69B-220.201. The disaster is terrible, and the aftermath is even worse. Due to the public adjuster's delay and negligence, our home remains damaged, and we have had to relocate to temporary housing with our three young children. We are currently sleeping on the floor with only basic furniture, and it's becoming a nightmare. We want to terminate our contracts with the public adjuster because it is a clear violation of the ******* Statute. We sent a termination letter to him on 3/15 and asked him multiple times to reply and acknowledge the termination (3/23, 3/24, 3/28, 3/30, 3/31). Again, there has been no response. I have attached one of the email conversations. It clearly shows that we have not received an estimate; we have not received any response regarding an ETA for the estimate; we have not received any response to our termination request.

  Business response

  05/10/2023

  The team at Stellar Public Adjusting shares in the concerns that the consumer has and the complaints alleged. The devastation from Hurricane *** is widespread and the destruction is like never seen before. The adjusters from our company visited the properly on a few occasions to work together to review the damages and document the damages. As many know, this storm presented alot of issues for those working on the West Coast of *******, including limited access in the areas. The *************** shared their position of the damages with the Insured and clearly they are insufficient to compensate the Insured for their loss. It is unfortunate that the Insured had to move to temporary housing with their family and live in the conditions they describe but this is not the doing of our company. If the ***************** wanted to pay for all the damages sustained they could have done so without ** - though they did not. The ***************** also provided funds for temporary housing. While such allowance is not going to replace the Insured's home, the coverage was afforded under the policy. 

  We are in receipt of their request and will address their request privately with the adjuster who was assigned to the matter. We do take these statements seriously and want the Insured and public to know that as they described - this is not a normal situation and we are all trying to do our best out there to help consumers. We are not perfect but we are trying our best under the circumstances. 

  
  Should you have any questions, comments or concerns with regard to the claim, please do not hesitate to contact our office.
  
  
  Respectfully Submitted,
  
  Stellar Public Adjusting

  
  

  Customer response

  05/11/2023

   
  Complaint: 19988625
  
  I am rejecting this response because:

  The business' response failed to address any of our concerns and requests. It simply provided a receipt of the request. It is difficult to comprehend why it would take 10 business days to receive a mere acknowledgment. There is no need to address the request privately. The assigned public adjuster is fully aware of what he is supposed to do. Let's acknowledge our termination request and resolve the issue promptly. Yes, this is an abnormal situation. However, the moment your public adjuster entered into a contract with us, he assumed the responsibility of adhering to the ******* Statute and fulfilling his duties. In my case, it has been nearly 6 months, and we have not received any estimate from your public adjuster. This is truly unbelievable. I don't believe that you are making your best effort to assist your clients, as you claimed in your response. I believe this is a fraudulent situation. Please address our request directly. Since you have not provided ** with any estimate to date, and have clearly violated the ******* Statute 626.854(11), which mandates that a public adjuster must provide a detailed written estimate of loss within 60 days of entering into a contract, please acknowledge our termination request. It is disheartening to think that there are dishonest public adjusters who exploit victims of natural disasters. I urge you to show some decency and do what is right. Your assistance has been nonexistent. We wish to terminate the public adjuster, work directly with the insurance companies, and move forward with resolving the situation.
  
  Sincerely,
  
  *********************

  Business response

  05/23/2023

  Hi,

  We disagree with the consumers recitation of the facts. We spoke to the adjuster handling the claim as well.

  Nonetheless, we will agree to provide a mutual release of representation with the client on this matter for this property. 

  If the consumer wants to prepare a mutual release of representation, we will review. If acceptable we will sign and then the consumer can submit to their Insurer.

  Stellar Public Adjusting.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Stellar completed my claim successfully in January 2022. Then on November 9th I get an email stating I owe them $1,500 for umpire service they forgot to tell me about in October 2021. The Stellar contract clearly states in item 6. No Professional Fees will be incurred without the insured's written authorization. I never authorized to pay an umpire fee. I paid them the 10% contract fee in full upon the successful completion of the claim. Stellar is trying to get money from me for their own mistake that is a violation and breach of their own contract almost a year after the claim was closed. I want this $1,500 illegal invoice negated and an apology for putting my household into a stressful situation.

  Business response

  11/11/2022

  Hi,

  ************ is correct in that the Agreement for Public Adjusting Services does not discuss the Umpire fee. It is actually the Insurance Policy that ************ has with his insurance company that says he is responsible for half of the Umpire's fees, wherein the Umpire's fee is split equally between the ***************** and the Insured. As such, this is not a Professional Fee within the Agreement requiring **************** authorization as this is part of the Insurance Policy he obtained from ASI before we ever became involved in the claim.

  The language in the policy specifically states that the cost of the Umpire is split equally between the parties. I have attached a copy of the policy for review. 

  We are not trying to get money for our mistake. This is money that is not coming to us. This is money that is being paid to the Umpire. The Umpire is akin to a neutral arbitrator. We presented our case to the Umpire and obtained a very favorable result for ************ despite his ***************** and their Appraiser not wanting to pay for the damages to his roof or interiors. If ************ does not want to pay the Umpire, then so be it and we cannot control the Umpire pursuing their payment separately.

  Customer response

  11/18/2022

   
  Better Business Bureau:
  
  I have resolved the billing issue with the umpire directly. The bill has been paid in full. With regards to Stellar, I was informed the umpire had been contacting them since September with no luck. Finally 3 months later Stellar contacted me but in a way which gave me zero information beyond an email that stated..."you owe $1,500 due now and give us access to your checking account" I resent the tone by Stellar insinuating I am ungrateful for the outcome. Any reasonably intelligent consumer would balk at getting an email like that a year after closing the case, especially when I was never informed of such fee from the start. Stellar's contract has no details of that whatsoever. Based on information I was given from the umpire and my own experience it would seem the issue here was Stellar dropped the ball on billing me for the umpire a year ago and the biggest flaw is their communication skills or lack thereof. I wanted a call back from Stellar after leaving a voice mail and nobody ever picks up the phone...like EVER. I would suggest Stellar improves their communication with their customers and contractors as they are ruining their reputation in an otherwise decent business.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/21/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On August 12,2022 we signed an agreement with Stellar Public Adjusting with the knowledge that it could be cancelled for any reason within 10 days. On August 17 I followed their instructions for cancelling the agreement. I sent a certified letter to ******* that they received on August 19, notifying them of the cancellation. The ****************** Tower Hill, has made numerous requests for a notification that the agreement was cancelled, Stellar has ignored these requests. I have contacted Stellar asking them to send the release to Tower Hill. They also have been ignored. The gentleman in charge of the claim has said that he would forward the release to the insurance company (Tower Hill). He has not. Calling Stellar is an exercise in futility. The person you call is never available and never returns your call.

  Business response

  10/24/2022

  Hi,

   

  I am not sure why we did not receive notification of the complaint in the past. The release of representation has been sent to the Insurer. We advised them of the release as well. The email to which the file was sent is not a monitored email so we have changed it internally. We apologize for the inconvenience. 

  Customer response

  10/24/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

*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. ↩