ComplaintsforWrightway Emergency Services

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wrightway Emergency Services has been retained by Gulf Coast Management to replace a flight of wooden stairs as well as other wood work at *************** in ********* *******..About a month ago they came out and put up poles to make the deck structurally sound for the process...they did not put screws at the top of the poles to secure them properly to the wood and this came to everyone's attention yesterday when one of the poles fell through a tenants window...they came right out acting like it was our fault the screws hadn't been put in..ranting about who was going to pay for the window ...they put 2 screws in each pole to secure them and left..never a mention of the dangerous situation they have put the upstairs tenants in leading us to believe the deck was properly supported...nor mention of the injuries falling poles and boards and decks could inflict on people including children walking under them..or mention or concern for the guy who was lying in his bed by the window when the pole fell through it..Their neglect left us all in a very dangerous situation

  

  Business response

  08/20/2024

  Thank you for bringing this to our attention. We sincerely apologize for the situation and any distress it has caused. Please know that we are fully aware of the issue, and we are in the process of having the damaged glass replaced as soon as possible. Additionally, we are conducting a thorough review of the entire installation to correct any deficiencies and ensure the safety and security of all residents.

  Your safety is our utmost priority, and we are committed to addressing this matter swiftly and professionally. If you have any further concerns or questions, please feel free to reach out to us directly.

  Sincerely,
  ***************
  General Manager

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is unprofessional, dishonest and takes advantage of people in unfortunate circumstances. Our home was destroyed in **** First they were too busy so they referred us to a company they were working with from the Northeast and this company wanted us to commit insurance fraud, which we did not and called WrightWay back. Approximately two weeks after the hurricane, WrightWay came and assured us they would seek settlement from our insurance company only. They began "work" after several meetings that they blew us off at. They set up fans and did not return until we called multiple times asking for an update. We were billed for extra days during holidays and while they found staff to work on our home. Their workers would be sitting in their vans, clocking hours while not doing any actual work. We had to call them back multiple times to cut out more mold that we found ourselves after they said they had gotten it all. Our insurance company eventually went ******** so we got assigned to FIGA and we are still fighting them but WrightWay went back on their word and has now put a lein on our home, is harassing me and is trying to *** us. There was an automatic stay x 2 put on FIGA for UPC insurance so they will eventually get paid because we will *************** but we have to wait. We would like them to wait until we are legally able to *************** and get their money.

  

  Business response

  02/13/2024

  Dear *******,
  
  It deeply saddens me to hear about the challenges you've encountered with our company, and I want to extend my sincere apologies for any distress or inconvenience this may have caused you. Your feedback is incredibly important to us, and I'm grateful for the opportunity to address your concerns.
  
  At WrightWay, ensuring our customers' satisfaction is paramount, and we take every piece of feedback seriously as it helps us improve and better serve you in the future.
  
  I want to express my heartfelt apologies for any frustration you may have experienced throughout your interactions with our company, particularly regarding the issues with your insurance and the subsequent difficulties with the restoration process. Please know that we are fully committed to resolving these matters promptly and fairly.
  
  Regarding the lien process outlined in the Contract, I want to offer some clarification. In *******, it's a standard industry practice for contractors to file a lien if payment for services is not received within a certain timeframe. While I understand this may add further stress, it's important to note that liens have a one-year expiration period, and we are committed to abiding by all legal guidelines set forth by Florida Statutes.
  
  I recognize the complexities surrounding your insurance claim and the assignment to FIGA, and I want to assure you that we are fully dedicated to collaborating with you and FIGA to resolve any outstanding issues. Our ultimate goal is to reach a fair and mutually beneficial resolution to this situation.
  
  If you have any further concerns about the work performed or our billing practices, please don't hesitate to reach out. ***************, our General Manager, is available at ************ to discuss your concerns further and provide updates as needed.
  
  Once again, I apologize sincerely for any inconvenience you've experienced, and I genuinely appreciate your patience and understanding as we work towards a resolution.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/21/2022 we contacted Wrightway to assist with a flood in our home from a broken pipe. They came to begin the mitigation process. We were unhappy with the way Wrightway handled our claim. It had been very difficult getting a response and reaching them and their team. On 1/30/2023 they came and removed their equipment from our home at my request. I asked them to please send their invoice to my insurance adjuster (they did have his contact info) While I tried to have patience and consider we were not their only customer, I feel they dropped the ball.The mold report was completed January 8th, we feel they should have reached out to us immediately after to schedule next steps. We had mold growing out from under our cabinets.Instead, I had to call several times to push for an estimate that we finally received 17 days later. In the meantime my home had been left to sit since 12/21/2022 in dissarray waiting on Wrightway for next steps like drywall removal. Wrightway also damaged my tile when removing carpet and setting up dehumidifier machines. This was reported immediately after it happened and also to the manager that came to pick up the equipment on 1/30/2023. On March 7th I received a claim of lien from Wrightway for $ 8765.24.They never reached out to insurance or me prior for payment.They are responsible for the replacement of my tile floor also.

  

  Business response

  04/01/2024

  I am reaching out to extend my sincerest apologies for the delay in responding to your concerns on this platform, alongside the challenges you encountered with our services. At WrightWay Emergency Services, we strive to deliver excellence, particularly during such critical times as you faced. It's evident that in this instance, we did not live up to the high standards we set for ourselves, and for that, we are truly sorry.

  The complexities of your case, exacerbated by the unfortunate circumstances surrounding your insurance carrier's transition, demanded a higher level of diligence and sensitivity from our team. We understand that the involvement of FIGA, following UPC's business closure, added an additional layer of complexity to an already stressful situation. Recognizing this, we aimed to navigate these complexities with the attention and care you deserved.

  
  We are heartened to confirm that since October 13, 2023, your claim has been settled in full. Additionally, in acknowledgment of the service issues encountered and as a gesture of our commitment to rectify the situation, we have provided a $1000 credit. These steps were taken with the intention of demonstrating our sincere regret for the inconvenience caused and our dedication to making amends.

  
  Reflecting on this experience, we have undertaken significant measures to enhance our operational and communication practices. Our goal is to ensure that all our clients receive responsive, transparent, and empathetic service, especially when external factors, such as insurance transitions, complicate their recovery process. We believe that these improvements will help prevent a recurrence of such issues in the future.

  
  We deeply appreciate your patience and the opportunity to address and resolve these matters. It's important to us that you know our team remains at your disposal should you need any further assistance or wish to discuss any aspect of our service. Please do not hesitate to reach out to me directly.

  
  Your feedback has been invaluable in guiding our efforts to improve. Once again, we apologize for any stress or inconvenience you have endured. We are hopeful that our actions demonstrate our commitment to your satisfaction and to rectifying the shortcomings in your service experience.

  
  Thank you for your understanding, and we look forward to the opportunity to restore your confidence in WrightWay Emergency Services.

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