ComplaintsforAuthorized Services

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired them to do mold removal and water damage mitigation. They insisted on not giving us a quote claiming they will only take the insurance pay out and we wouldnt have out of pocket expenses. They told us they will do reconstruction afterwards as well but when they found out our insurance is capped at $20,000.00 , they packed up and left on a Friday morning without communicating they are done. I have to call them on a Monday morning to find out they finished with us. They did not do final mold test yet they asked to get paid. We have to request for the test which they did. They mislead us in to thinking they do everything now we are left finding someone else to put our kitchen back together. They did offer to rebuild the kitchen but we have to wait four months which they never mentioned. The owners repeatedly lied to me insisting that I will have no out of pocket expenses when I try to get a quote from them. Extremely disappointing.

  Business response

  04/25/2023

  The initial phone call to report the loss came in early on a Saturday.  We reached out to Mr.  ***** that same day to see if he needed emergency services over the weekend or if he wanted to wait until Monday.  He was informed that the price of a emergency service call is more expensive afterhours.  He opted to have ** come out the following Monday.  He met with our project manager Monday morning and walked through the process.  He hired the mold assessment and we took scope notes to start writing estimates.  Attached is a screen shot of the email our PM sent to his insurance company, as well as a screen shot of the first and only time they responded.  It took over a week to find out that ************** had limited coverage and that he had already used a large chunk of that money on his Loss of Use, the insurance company put him up in a hotel for a week.  We were the second mold remediation company he hired.  Upon receiving the extremely limited correspondence with his insurance, we got to a stopping place and halted progress on a Friday and informed ************** that the owner would call him to explain what was happening.  We had our project manager on the job to halt the progress, and he was informed by the owner and the project manager that we'd finally (after weeks of calling and leaving messages) spoken to ****************** (the desk adjuster) to find out that his limited coverage and loss of use were going to put him over his $20,000 limit.  It is never our intent to mislead or frustrate any of our customers, and we value ****************** business.  Both the mold remediation and water damage mitigation estimates we're followed in full and completed.  ************** received a passing clearance from the mold assessor, as the combined efforts of mold remediation and water mitigation jobs brought the spore count from extremely elevated to not elevated.  Thank you for your time.

   

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

  Customer response

  05/07/2023

   
  Complaint: 19623591
  
  I am rejecting this response because:
  It is a incorrect that I used a chunk of the coverage due to our stay in the Hotel. I never asked them to contact the insurance company and they never gave me a quote until the work is done. I never communicated to them that the insurance will pay for everything. They insisted the insurance will pay for everything. The project manager was not present when they  packed up and left. They are providing misleading statements to sound like they did this in good faith. They did not. I only want one answer: why did they refuse to give me a quote? I am not looking for monetary compensation. I want future customers to know there is an integrity issue with this company. 
  Sincerely,
  
  Abenazher *****

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