ComplaintsforAll American Water Restoration, Inc.

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given a recommendation from another company to use All American Water Restoration. I made a mistake and hired them to remediate a mold issue in my home. The original quote was requested on 12/5/22. I am still waiting as of 3/22/23 for them to finish the job. There were a total of four different visits from their technicians in this process that lasted over two months. It should have taken a total of 4 days. The first technician who was here twice did a horrible job and the other two technician visits were to fix what the first one messed up on. The PRV test didn't pass the first time and the second time. On the third time, it passed. However, I believe it was a false positive because of all the chemical fumes left behind from the first technician. He "cleaned" my floors with a degreaser and then while it was still wet, proceeded to paint over it with Kilz paint, creating toxic fumes. I am allergic to mold and these toxic fumes and every time I go behind the containment that is still up, the next day, I am sick. The supervisor, AJ, that oversaw the job is not responding to my texts. I refuse to pay them until the job is done properly. I am requesting that they do an exploratory cut where the original mold was located in the hallway. They did cut a couple holes in the hallway, but not in that spot. In the meantime, I have had quite a few contractors come in to measure for drywall and flooring. Every one of them stated that they smelled mold in the hallway. I just want them to finish the job. This company is the worst company I have EVER dealt with. Definitely only in it for the money! BEWARE if you choose to use them to make sure to document EVERYTHING including pictures, texts, phone calls, etc. A more detailed explanation of this job is attached as well as a picture of the hallway showing the flooring that was torn up and where they did the cuts, and the craft room showing how it was painted with KILZ.

  Business response

  03/27/2023

  Hi Mrs. ******

  Client has failed to pay the balance of her job and is requesting more work to be performed in areas that were never tested or listed in our initial protocol or agreed scope of work. 

  First let me apologize that the job drug out longer than it should have. I agree with everything you stated. But you failed to mention that our scope of work did not include the bathroom that you are mentioning. The initial loss you had to your home was from a roof leak. We followed the given protocol which I attached in this response. I have also attached all the documentation associated with this job. Once again I apologize that the job was less than desirable, but we did not run from our problems and corrected the issues to go above and beyond to make sure that you where satisfied. We have given you a credit for the plants, the window sill, the blinds and repaired the window that was damaged. You stated in our conversations that you were going to pay the bill several times, but every time there was an issue with making the payment. The insurance company has paid you for the mold remediation and you came out ahead with the deal financially due to our help. If you pay the bill I will gladly to address any additional concerns you have with your home. As this is not intended to be a back and forth session, I simply want to state that we corrected all of the issues and gave you a credit for all the things that you asked for. It is now your turn to satisfy the bill which is outstanding. I appreciate your time and hope we can expect to receive your payment soon.  
  

  Business response

  03/29/2023

  Thank you for your rejection of my response. But as you mentioned our scope of work has been satisfied. And the items damaged have been paid for or replaced. As far as cutting a hole in the hall wall we did that for you. If you want to find out if there is mold in your home then you need to hire an assessor to conduct that so we are not just cutting throughout your home. You have my personal cell number and could have called me directly as well. But as the notes state you had several requests to pay the balance. I will appreciate the balance to paid and we can move on. Thank you 

  Customer response

  03/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Once again you must not have taken the time to look at the attachments of my complaint, Rob.  Yes, you did cut a hole in my wall, but in the WRONG place.  You are a business, I would assume that you would do your job properly but I am sadly mistaken.  

  I've called enough times and each time I had to leave a message.  YOU are the business and as a business, you should be the one to reach out to make sure your clients are satisfied.  It is not my responsibility to call you for the mistakes your company has made. I would also like to know how I got your personal phone number.  You gave me you business card, which I attached for your viewing pleasure.  The phone number on there is to the office, not your personal number.  

  it is becoming more and more apparent that you are in it for the money and nothing else.

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

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In  December 2022 American Water restoration was asked to remediation on my home to remove the mold at 2826; My insurance adjuster estimated the charge to be 2400 and this was communicated to Chris from American Water restoration, and was communicated to him by Nick from specialized property management. However, they are now charging me 4850 instead of 2400; I am also demanding that they provide a completion certificate,  post remediation test to prove that mold indeed has been removed by the third party as well as 1 year warranty.   In the absence of any formal contract they must provide these like other companies are providing - I provided an email showing another mold company being ready to provide these. There is an email exchange to support all this.

  Business response

  03/27/2023

  Client has not paid for services rendered and there is a discrepancy on the balance owed.

  Hi Mr. *****,

  I appreciate the BBB entry but I bevel that is unnecessary. You are making a claim towards the balance which is due. But as we have paid for this job out of pocket other than the $257 you paid us for the mold testing, you have a balance due. I am willing to reduce the amount owed to $3500 if paid promptly. But there are fees to retrieve a Clearance test. This was a cash deal and the request for a clearance test was not made initially. As you now require this for your records you will have to pay for it. As far as a warranty, Mold remediation does not come with a warranty. Mold grows when there are changes in the property. There isn't a way to warrant against these changes. I tried calling you as I am writing this to  try to resolve this.

  Thank you.
  

  Business response

  04/07/2023

  To date, the client has not paid for the services rendered, only testing by a third party.
  
  The property manager for the client requested 2 separate estimates from our company, which we provided in amounts of $3,500.00 for the bathroom and $1,350.00 for the garage. Our company did reach out the property manager to request the adjuster’s summary for $2,400.00 the client referenced to determine whether the area and scope aligns with the work actually completed by our company, however the property manager stated that they did not have the adjuster’s summary. Without this information, we cannot determine whether the estimate from the adjuster actually encompasses the full scope of services required to complete a mold remediation. We are happy to review and discuss this with carrier, as we do for any insurance claim.

  Customer response

  04/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Summary is in the one of the emails copied to chris contemperanously.  If you search you fill find it. Please don't forget to provide 3 rd party verification and the 1 year warranty.
  Sincerely,
  
  *********** *****

• Initial Complaint

  01/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company has failed to correct misinformation regarding a NSF when a stop payment was placed on the check. The check was a prepayment deposit for services that were not provided to my home. I am not satisfied with All-American Water Restoration, Inc. The company was prepaid on an earlier occasion a deposit of $4,000 to provide Hurricane Ian remediation services to my home. Workers surgically removed large portions of drywall and ceiling from multiple rooms in my home and this may not have been necessary. A copy of the remediation report detailing outcome results was requested several times per TC with Skyler, Tiffany and AJ. The requested document has not been provided to me. Upon personal inspection, following completion of remediation by this company, it was discovered that plumbing damage occurred in a bath room that workers were unauthorized to use. AJ was notified of the problem. Upon personal inspection, following completion of remediation by this company, it was discovered that large staples were improperly installed on ceiling and drywall, resulting in damages to ceiling and drywall areas in my home. The staff have been harassing me regarding paying the $4,000 balance on the remediation work to my home. Workers did not complete the job by removing the containment areas covering approximately 75% or more of livable space, which confines me to a small bunker. An itemized invoice for remediation services to my home has not been received and several requests have been made. There is no cost estimate provided. Also, there was no “affected flooring” to remove in my living room but this appears on the invoice. The company has failed to provide the customer requested itemized billing document and cost differentials. I am extremely dissatisfied with the services of All-American Water Restoration, Inc. and requests a total refund of the entire remediation project cost, including my prepaid deposit of $4,000.00. ******** *****

  Business response

  02/15/2023

  Hi Dr. *****,

  I have read through the file, and I am puzzled. My company has performed the services that you have signed and agreed to (See Attachments). You were given written timelines for the project, Cash Invoice, handwritten scope of work, itemized bill sent to your carrier (as a courtesy), communication with your carrier (as a courtesy), sent you all the initial documentation via DocuSign and in person. See Attached. 

  We did not start the repairs as you wanted due to the Mold remediation bill was not satisfied. Please the note entered from your conversation with my employee: 

  1/26/2023 12:48:48 PM  please reach out to client and ask our bill be paid again. Let her know recon funds were returned by her bank. No documentation will be provided until our mold bill is paid. 

  1/21/2023 1:39:24 PM Spoke at length to Dr. *****, explained that we cannot start repairs until the mold bill is paid in full. She said she wants a 30 day payment turn around, that is standard business practice. I explained we are paid when work is complete, however, if we were to consider waiting the 30 days from completion, we would remove her repair job and put it back on the rotation after payment was made. She was very upset, said that was not fair, we should give her concessions. I explained again. In addition, I let her know that we did not have a commitment date from the crew as to when they could start. It could be late next week. She asked if she made a payment Friday would we guarantee someone to be there Monday. I told her no, we are waiting for availability. She said to call her when we know. She will see what she can do about payment. 

  Please note this was not an Insurance claim but a Cash deal with my company.

  Dr. ******** ***** *********************
  To:
  Wed 1/25/2023 9:51 AM
  Please provide an itemized bill. Please itemize cost. Thank you.
  
  Sent from my iPhone
  Dr. ******** *****
  To:Dr. ******** ***** *********************
  Wed 1/25/2023 10:13 AM
  Dr. *****,
  We can provide this, but I will need the payment for the work that we
  have already completed and agreed upon. Please make payment we can get
  the line-item pricing to you.
  Thank you.'

  1/25/2023 9:03:26 AM Her reply-----------------Good morning. Please provide an itemized Invoice for bill. Thank you. Dr. *****.----------------------I went ahead and sent her the QB invoice through email..

  1/25/2023 8:51:18 AM I sent the following text to client----------------Good morning Dr. *****. This the accounting Department with AAWR. I called you a couple of days ago and email to collect the Mold Remediation balance for work completed. Please give our office a call or use the link sent to pay you balance due. Thank you.  

  1/20/2023 4:58:08 PM Desk Adjuster called, they would like the mold and recon estimates emailed to them. The email they provided is [email protected] and they said to include the claim number they assigned to the job in the subject line; 1120351. Told her we'd get back to them Monday, since didn't want to send the estimate without checking. 

  1/17/2023 10:17:57 AM Resent Invoice to client to make final mold Remediation payment.

  1/9/2023 1:04:38 PM Received a call from Client and she would like to know the timeline for the Rebuild and would like an estimate for this. She is going to pay our Mold balance that is owed. She thanked us for everything that we have done, and she said that the owners of AAWR are close to her heart as she comes from a veteran's family. This would be drywall, texture, and paint mostly. She would like for someone from the Recon department to give her a call from pricing and scheduling.

  1/9/2023 1:08:03 PM Ms. ***** called the office and requested for us to send her ppw that her ins carrier is requesting. I sent her the photo sheet, invoice, and Estimate. she has the Pre Mold Testing ppw that she has sent to her carrier.

  1/9/2023 9:56:11 AM PRV PASSED. Report uploaded.

  1/5/2023 12:53:09 PM Sent Client final invoice to make payment. I let her know that once we receive final payment we will release the PRV results.

  So, you can see that what your mad about not starting your rebuild when you didn't pay the invoice for the initial services. Now you are trying to find things wrong with the job to try and not pay. Our job was completed and documented. We have countless notes and documented conversations with you about your bill that is owed. 

  Thank you. 

  Customer response

  02/25/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  AAWR did not address correcting their misinformation regarding customer NSF.  Where is the evidence?

  AAWR did not address the unnecessary surgical removal of drywall and ceiling in my home.  Their “12-12 Scope Sheet” Attachment misrepresents remediation work performed.  The scope of their exploratory cut was unnecessary and did not produce reported evidence of mold.  
  

  AAWR did not accurately address customer multiple requests for remediation results report, which has not been received.

  AAWR did not address severe damages to areas remediated, including custom designer walls, wood flooring, walls and ceilings, etc.  (see attached photos).

  AAWR continues to misrepresent and has failed to provide itemized line item cost for work.  Wood flooring was not removed and this is a misrepresentation.

  AAWR did not complete remediation work, has misrepresented financial and contractual documents.

  A total refund is requested and payment for damages to my home.

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

  Business response

  03/13/2023

  Hi ******** and BBB,

  I am replying with further documentation we received in March. 

  This is the result of us providing the supporting documentation to her insurance carrier so that she would be reimbursed for the remediation work we performed. 

  Yasmin L****** 3/2/2023 1:39:08 PM Yasmin L****** To:Dr. ******** ***** *********************;Cheri S******** Cc:AJ Thu /2/2023 1:38 PM Ms. *****, I just called your adjuster with Progressive, and she confirmed that they sent you a payment for our Mold Remediation which was completed on 1/5/2023. Please proceed with paying our balance due of $4,000.00 today. The Link to make payment should be in your inbox after this email. Thank you. 

  Yasmin L****** 3/7/2023 8:49:02 AM I called Mrs. ***** and she answered, I let her know that I spoke with her Adjuster last week and she confirmed that a payment was issued for the Mold Remediation to her and I am calling to collect the balance due. She stated that she is in a process with BBB, and she is waiting for that to play out. I let her know that I am calling to collect the balance that she owes for the work that our crew did for her. She repeated that same thing and then hung up on me. Cheri, do you want me to have the attorney send her a Demand Letter?

  I stand with my last response as to why you are upset when all we did was perform your job and you failed to pay, even after the insurance carrier reimbursed you for the work performed. The initial scope of work and invoice to reflect this job were approved by you before we started the work. We never release the test results before final payment is made. If the results were that we didn't pass, we would have made the corrections and perform the additional testing on our dime. 

  Thank you and have a wonderful day. 

  Rob S******** - President All American Water Restoration, Inc. 

   

   

• Initial Complaint

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I hired All American Water Restoration to remediate mold from hurricane Ian. I have been having to track them down the entire time. The manager rarely returns calls. When I get her on the phone, she tells me that I will receive a call to go over the mold report, the job details, etc. and she does not call to update me. The job was deemed completed, however I was still having health issues in my home. When I brought this up to the manager she was defensive and argumentative. She told me that we can't have mold since we had a clean test. I believed her and went back to my home for a day. She has been negligent with our health and our home and is liable for future mold remediation. I've repeatedly asked to see the document showing a clean test and it has not been produced. The first air quality test was completed before our duct work was cleaned out. This could have contaminated the home again. The owner came out and stated that the job should not have been done until after the tarped roof was fixed. He also said the AC should be left at 74°. He also apologized for the lack of communication and I thought we would be moving in a positive direction. The owner also told the manager to give me access to photos of the job since the provided link isn't giving me access, she still has not provided photos. I was never advised to wait on the job until the roof was fixed. I was not told about the AC temperature either. We did a new air quality test and it is determined that we still have mold. I had to track down this document and request it be emailed to me as no one informed me. I've been calling since December 23rd and not received a call back from anyone. I've also sent emails with no response. I'm aware this occurred over the holidays, however the air test was completed on the 22nd leaving plenty of time for a simple call. We have been living in hotels since November 10. I have no idea when we can go home as there has been no contact.

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