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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In January I lost my apartment to a fire. This fire was a total loss and my partner and I were displaced. We filed a claim with the renters insurance company a few days after the fire and it has been a run around almost ever since. The adjuster continued to lose items sent for the claim, i get very little response from anyone, cannot seem to speak with someone in charge. I was not allowed to accept or deny the offered amount (although it was the limit, it is still my right to do so). After 5 months of going round with the adjust and company, they finally mailed the check. After a month and a half from when it was sent out we decided with the adjuster a new one may need to be sent out. Within 2 days after our conversation we received the check. I contacted them immediately and asked if the stop payment to the check could be cancelled. After the adjust spoke with management, I was given the go ahead to deposit the check. I went to the bank within 30 minutes of being told it could be deposited and then within 2 days I was contacted saying they went ahead and cancelled/voided the check although half the check had already been cashed (which should have shown in their system almost immediately). By this point of being informed we had already used the cashed out money to pay bills, etc. a couple days following after this call the amount on hold was taken back and the cashed out amount was taken out of my account and now Im sitting in the negatives in my bank account and have nothing until this is resolved.
Business response
05/30/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to ************** concerns filed with the Better Business Bureau.Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
We apologize to ************ for the frustration she has experienced with her claim.Following notification from the BBB of ************** concerns, a supervisor from Alacrity spoke with her and explained that a stop payment would be processed for the check and a new check would be issued and sent to her via expedited mailing. We were recently notified that there were issues with the replacement check. The supervisor has again been in contact with ************ and will be directly involved until the payment issue is fully resolved.
Again,we apologize to ************ for the frustration she has experienced and appreciate the opportunity to respond to the Better Business Bureau. Please feel free to reach out to me directly if you have any other questions or concerns.
Sincerely,
************************;
Director of Quality Assurance
*****************************
************************************Customer response
05/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. I have also been contacted by the business and they are finally working with me to resolve the previous and new issue.
Regards,
*********************
Customer response
05/30/2024
The business has addressed the issue and contacted me. They have agreed to help out to the best they can until this is resolved.Initial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed a homeowners insurance claim. The business originally asked for photos or receipts for the items taken. After my sons photos were sent I did not hear from them for a week then they came back saying they needed receipts. I complained that after seeing his photos this was racially motivated. After I sent the receipts they sent me to an investigator that states my photos and receipts are not valid and the photos cant be screenshots or come from a computer and the receipts have to be basically pristine or if it was an online order I need to forward the original order email along with shipping confirmation. I notified them that I dont have original photos and receipts for everything that was stolen and who takes a picture in everything they buy and keeps the receipts pristine or the emails of confirmation and shippings. Those things were not thought of after purchase and are crazy demands to complete the claim. I attempted to send screenshots of my order history via stores I purchased the items from which shoes purchase date item and price but those still didnt suffice. They are attempting every Avenue not to pay my claim after I originally sent them everything they asked for.Business response
05/08/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Ms. ******** concerns filed with the Better Business Bureau.Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
On April 8, 2024, Ms. ******** claim for theft was received by Alacrity and assigned to an adjuster for handling. The adjuster spoke with ****************** the same day, discussing the claim details with her, including acceptable forms of proof of ownership, which included photos and receipts. The adjuster followed up with an email to ******************.
On April 9, Alacrity received photos from ******************.
On April 15, the adjuster spoke with ****************** and advised her that the claim is pending additional proof of ownership.
On April 19, the adjuster spoke with ****************** and advised her that he had received the police report, photos, contents evaluation form, and Ring video. The adjuster let ****************** know that the claim was being reviewed to determine the next steps.
On April 24, the adjuster spoke with ****************** and reiterated that receipts are required for all personal property being claimed to confirm proof of ownership, as was discussed in their original conversation on April 8. The adjuster notified ***************** that the claim is being further investigated.
***************** then asked about a threshold when receipts are needed in lieu of photos. The adjuster explained that price is not a threshold, and that receipts are required with all personal property claims. The adjuster reminded ***************** that he originally stated that, while receipts might still be needed to move the claim forward, he would attempt to handle the claim with just photos,as ****************** said that she would have to make a long drive to collect the receipts.****************** conveyed her concern that the requirements changed after her sons image was viewed.
On May 1, a claim supervisor spoke with ******************, explaining the current status of the claim, including the fact that the claim is currently under further investigation and that the adjuster would be contacting her regarding the additional documentation just received from ******************.
***************** told the supervisor that her main concern was that her son was experiencing racial discrimination, which she feared might affect the claim status. The supervisor reassured her that the adjuster is actively gathering the required documentation to evaluate coverage for her theft claim.
Currently,the claim is pending review of the documentation recently provided by ***************** and conclusion of the additional claim investigation. Alacrity strongly denies that there has been any racial discrimination and confirms that there is no indication that the claim has been handled differently than any other theft claim.
We look forward to concluding the investigation so that a coverage determination can be made and Ms. ******** claim concluded. Please feel free to reach out to me directly if you have any questions or concerns.
Sincerely,
************************;
Director of Quality Assurance
*****************************
************************************Customer response
05/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have turned in everything I have been asked for and still I keep being asked for more documentation. Yesterday I was asked for the names and phone numbers of my neighbors which is new to this claim. I was also asked for additional receipt information after providing the receipt weeks ago.
Regards,
*************************Business response
05/14/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to provide an additional response to Ms. ******** concerns filed with the Better Business Bureau.
Ms.******** claim was found to warrant additional investigation, so it was referred to a special investigation unit. The assigned investigator has been in contact with ******************.
We look forward to the conclusion of the investigation so that a coverage determination can be made, and Ms. ******** claim concluded. Please feel free to reach out to me directly if you have any questions or concerns.
Sincerely,
************************;
Director of *****************
*****************************
************************************Customer response
05/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They stated my claim warranted an investigator but not until I send photos of my son whom they racially profiled. I sent everything they requested. Photos of him in the stolen items, receipts, video evidence, and a police report. They have still not completed my claim.
Regards,
*************************Business response
05/20/2024
Greetings,
Alacrity has shown through its prior responses to Ms. ******** concerns filed with the Better Business Bureau that we value her feedback and place a high importance on her customer satisfaction. Unfortunately, not all situations can be resolved as quickly as we would all like.
Ms.******** concerns are related to the handling of her theft claim. As her claim will not be resolved through the BBB process, this is Alacritys last response to her via the BBB. If she has additional questions or concerns about her claim, she should contact her adjuster.
As previously stated, Ms. ******** claim was found to warrant additional investigation, so it was referred to a special investigation unit. Her claim is pending the outcome of that investigation.
Sincerely,
************************;
Director of *****************
*****************************
************************************Customer response
05/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Every week the insurance company has a new issue as to why they cant complete my claim. I continue to hand over every document the insurance company ask for but they are not trying to pay the claim. They asked for photos of my son wearing the items I submitted those. They saw he was a young black man with dreadlocks and immediately sent the claim to an investigator, along with asking for receipts of the items which I was able to provide. They asked for videos I sent them. They asked for my neighbors phone numbers and names I sent that. They asked for my sons identification, I sent that. Everything they have asked for I have provided but they keep finding reasons not to complete the claim.
Regards,
*************************Business response
05/29/2024
Greetings,
Alacrity has shown through its prior responses to Ms. ******** concerns filed with the Better Business Bureau that we value her feedback and place a high importance on her customer satisfaction. Unfortunately, not all situations can be resolved as quickly as we would all like.
Ms.******** concerns are related to the handling of her theft claim. As her claim will not be resolved through the BBB process, this is Alacritys last response to her via the BBB. If she has additional questions or concerns about her claim, she should contact her adjuster.
As previously stated, Ms. ******** claim was found to warrant additional investigation, so it was referred to a special investigation unit. Her claim is pending the outcome of that investigation.
Sincerely,
************************;
Director of *****************
*****************************
************************************Customer response
05/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Yet again I have complied with all of their request and submitted all additional information they required and no update has happened with the claim.
Regards,
*************************Initial Complaint
04/25/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Alacrity Solutions adjuster ********************* has been in charge of my claim since the beginning of March. I have had little response from her as well as active refusal to call me back. I am now being displaced from my home next week with no resolution from the insurance company, let alone communications. My expectation was that I could get my claim closed and payment of displacement by my move, and that seems to be impossible now. The lack of response from Alacrity will soon put me out of a home. This is absolutely negligent on their part.Business response
05/02/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Ms.******* concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
**************** is one of several third-party claimants in a water liability claim filed on February 28, 2024, by the property manager following a water damage loss that was allegedly caused by the policys insured.
Initial contact as well as follow-up communications, including a recent phone conversation, have been held between the adjuster and ****************.
Currently pending is receipt of documentation requested from the property manager and additional information requested from the policyholder.
We look forward to receiving the documentation and information so that a coverage determination can be made and Ms. ******* claim concluded. Please feel free to reach out to me directly if you have any questions or concerns.
Sincerely,
************************;
Director of Quality Assurance
*****************************
************************************Initial Complaint
04/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Personal property was damaged badly by mold that had formed in my apartment and the rental insurance has not been able to refund us the damages as giving an inefficient reason as to why they can't refund if not due to specific cause to the mold (i.e. leak in roof, etc.)Business response
04/26/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Mr.********* concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
During the adjusters initial contact with ********************, which took place on February 22, ******************* stated that there is an ongoing moisture issue in his home, which he reported to the property manager, and that his personal property developed mold.
The following day the adjuster spoke with the property manager. The property manager stated that the roof leaked, which she believes is how the water entered the building. In order to make a coverage determination under Mr. ********* policy, the adjuster requested from the property manager a copy of the work/repair order document describing the work performed on the building.
Throughout the claim,at a minimum of ten times, and to no avail, the adjuster requested from both ******************** and the property manager a copy of the work/repair order document.Until the work/repair order document is obtained and a cause of loss is confirmed,a coverage determination cannot be made.
In an effort to move the claim forward, the adjuster assigned a field adjuster to meet with the property manager to attempt to obtain the work/repair order document so that a coverage determination can be made.
We look forward to receiving the document and concluding Mr. ********* claim. Please feel free to reach out to me directly if you have any questions or concerns.
Sincerely,
************************;
Director of Quality Assurance
*****************************
************************************Initial Complaint
03/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Completely unresponsive regarding my renter's claim. Email address provided gets kicked back, and no managers available or returning my calls. Is this a legitimate company?Business response
03/21/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Mr.********* concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
Mr. ********* claim was assigned to an Alacrity adjuster on 5/23/2022. On 5/24/2024 the adjuster called ******************** and left a voicemail requesting a return call. The following day the adjuster mailed the initial claim letters to ******************** and again called and left a voicemail for ********************.
On 5/31/2022 the adjuster again called ******************** and left a voicemail requesting a return call. Additionally, the adjuster mailed to ******************** a No Contact Letterand a Request for Information Letter. Having received no response, the adjuster mailed on 6/6/2022 a 10 Day to Close Letter to ********************. Later the same day, ******************** called the call center and requested a return call or e-mail from the adjuster.
On 6/7/2022, the adjuster called and spoke with ********************. All claim details were discussed,and ******************** was made aware of what was needed to move the claim forward.
On 6/21/2022, as no response was received, the claim was closed, and a Closed Without Pay Letterwas mailed to ********************.
On 3/13/2024 ******************* called and requested a return call from the adjuster. The adjuster called ******************** the same day and advised him that no documentation had been received. Mr. *************;stated that he would submit the requested documentation.
On 3/18/2024, an Alacrity claim supervisor attempted to follow-up with ********************. The telephone calls would not connect, so an e-mail was sent to ******************** requesting a return call.
On 3/19/2024 the claim supervisor was able to reach ******************** via a Zoom call. ******************** conveyed that the claim examiner was very thorough, and he now understands what documentation he needs to submit for his claim.
We look forward to receiving the documentation and concluding Mr. ********* claim. Please feel free to reach out to me directly if you have any further questions.
Sincerely,
************************;
Director of Quality Assurance
*****************************
************************************Initial Complaint
02/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The worst claims experience ever!!!! Was in a hotel for a month and eating out with my daughter since my home was inhabitable for a entire month! I came out of pocket thousands of dollars not to mention my items damaged which by the way wasn't even my fault! The tenant above me flooded me. Been hearing for weeks case would be closed out and i would received some kind of pay back which of course hasn't been done! Not to mention my laptop i need for work they wont replace as I need to get diagnostics ran. Glad I didn't wait on them to do the job cause I would be out of work longer! Other items such as my LV bags that got damaged with contaminated water they wont give me reimbursements for cause I don't have a receipt!!! How am i supposed to get receipts for items that were gifted to me??? Those are very valuable as I cant afford those items to replace myself!!!! Lets not mention the time loss from work and income that was missed due to this loss. You would think claims would be more helpful now I know why people get Public Adjusters!!!Business response
03/02/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Ms. ******** concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
On 1/6/2024, ***************** filed a claim for damage to her personal property and her need for additional living expenses due to a water leak from the unit above hers.
The adjuster contacted ****************** on 1/9/2024 to go over the claim details. ****************** stated that she would be displaced for 1 to 2 weeks. The adjuster e-mailed a Personal Property Inventory Form (PPIF) to ****************** to fill out with all damaged personal property.
On 1/15/2024, the adjuster confirmed the cause of loss with the property manager. A bathtub in the unit above overflowed. On 1/16/2024, the adjuster e-mailed ****************** an Additional Living Worksheet to list any additional expenses related to her displacement from her home.
On 1/23/2024, the adjuster sent a request for temporary housing to a vendor, *************************** (THD). It was noted that repairs should be completed between 1/31 and 2/4. Payment for these housing services would be paid directly from the claim rather than out of pocket by ******************.
From 1/11/2024 to 1/25/2024, ****************** provided some of the requested documentation, including some photos and a non-signed ***** However, additional information was needed to move the claim forward.
On 1/25/2024, a Request For Information (RFI) letter was sent to ****************** requesting a copy of the Lease Agreement, repair work order for the water occurrence, completed and signed ***** and completed ALE worksheet with receipts for out-of-pocket expenses.
On 1/29/2024, Ms.******** temporary housing through THD was extended through 2/14/2024 as repairs had not been completed.
On 2/6/2024 the adjuster spoke with ****************** who stated that she cancelled her hotel arrangements through THD and would be paying out of pocket for the remainder of her displacement time. ****************** also submitted a signed PPIF and photos.However, the photos could not be opened. On 2/7/2024 the adjuster spoke with ****************** to clarify items on the *****
Additionally, on 2/7/2024,****************** submitted a mold report, as she had a mold test performed prior to repairs.
Between 2/9/2024 and 2/22/2024 documents from the Insured were uploaded to the claim, including ALE receipts, some receipts for damaged personal property and additional photos of some of the damaged personal property. ****************** was advised that a diagnostic test was needed for her laptop to determine if it was repairable. The adjuster requested additional photos from ****************** to confirm the damage to other items.
On 2/27/2024, ***************** submitted additional documentation, which included some receipts and photos. Additionally, the claim supervisor left a voicemail for ******************,requesting a return call.
At the time of this response, the adjuster has requested authorization to make a $2,411.66 ALE payment for reimbursement of out-of-pocket additional living expenses. Please note that out of the approximately sixteen items ****************** listed on the ***** there are only four items that do not require additional documentation.The claim supervisor is hoping to receive a return call from ****************** to discuss the claim prior to making payment for the confirmed items.
Finally, ****************** mentioned lost time from work and loss of income. The policy does not provide coverage for these items.
To summarize:
The adjuster and supervisor will work with ****************** to pay the confirmed personal property items as soon as possible.
Supervisor approval is pending to pay for the mold test, which totaled $4,395.00.
Once supervisor authorization is approved to make the $2,411.66 ALE payment, it will be processed and sent via expedited mailing.
We look forward to receiving a return call from ****************** and further discussions on how to move her claim forward. Please feel free to reach out to me directly if you have any further questions.
Sincerely,
************************;
Director of Quality Assurance
*****************************
************************************Customer response
03/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
NOTHING STILL HASNT BEEN DONE and of course I havent got a check! This is outrageous!
Regards,
*****************************Business response
03/15/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to provide an additional response to Ms. ******** concerns filed with the Better Business Bureau.
On 3/12/2024, an Alacrity supervisor called and spoke with ******************. ****************** confirmed she received the $2,411.66 ALE payment. The final ALE payment of $175.99 was sent overnight mail to ****************** for delivery on 3/13/24.
The supervisor explained to ****************** that the payment for her damaged contents would move forward except for the Louis ******* purses and the ** Printer and Laptop until the damage assessments are received.
****************** stated that a representative from CRDN previously inspected the electronic items. ***************** was advised that the adjuster will contact CRDN and request a copy of the report. Additionally, ****************** stated that she would be going to the Louis ******* store on 3/13/2024 to have the damaged purses evaluated. The supervisor stated that she would follow up by phone on the 13th.
We look forward to receiving the damage assessment for the purses and concluding Ms. ******** claim. Please feel free to reach out to me directly if you have any further questions.
Sincerely,
************************;
Director of Quality Assurance
*****************************
************************************Initial Complaint
02/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I filed a claim for personal property loss/damages on January 10, 2024. The loss occurred due to the result of severe winds and rain that caused damages to the room and allowed water to seep into my closet. ****************** Was the adjuster assigned to my claim. She has handled my claim inconsistently from the beginning. She emailed me a denial letter on February 9, 2024. The letter was dated February 7, 2024. The letter referenced a conversation she had with the roofing company but neglected to include a conversation with my property manager that took place on February 7, 2024. I was on the call and the property manager told ******* that the damage was the result of wind. After confirming this information, ******* still asked for pictures. I sent Pictures of the roof on the morning of February 8, 224. How is it possible to issue a denial letter dated before the date of the roof pictures? There are so many inconsistencies in her handling. I have called countless and escalated my concerns. Ive emailed Brandies manager ****************** And his manager ******* on several occasions asking for the claim to be reviewed. Neither has returned calls or emails. They had ******* call me February 16, 2024 to answer questions. *** asked for a new adjuster and have requested not to contact me. I am questioning her handling of the claim. I am asking for the call with ******* and the roofing company be reviewed as well as the call with the property manager. There has to be some oversight at this company. This is beyond unacceptable and unprofessional.Business response
02/28/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Ms. ********* concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
On 1/10/2024, ******************** filed a claim for water damage to her personal property caused by water entering the dwelling through the roof. During the investigation, the adjuster received roof repair work orders from the property manager, however, the work orders did not specify if there was an opening created by wind or hail. The adjuster spoke with the roofing contractor who stated that the dwelling had been kept in poor condition and that the roof vent stack had not been maintained which allowed water to seep into the dwelling through the worn/broken seal around the vent. The roofing contractor confirmed that the water entered the dwelling after heavy rains due to wear/tear and/or poor maintenance of the roof structure.
The adjuster then spoke with ******************** and informed her of the roofing contractors findings and notified her that a denial letter was being prepared for supervisor approval. ******************** did not agree with the claim denial. The claim supervisor followed up by calling ******************** to discuss the policy coverages that applied to her claim, specifically explaining that there must be an opening created by wind or hail for coverage to apply. ******************* did not agree that the cause of the roof leak was due to wear/tear and requested that the supervisor contact the property manager for clarification.
On 2/7/2024, the adjuster spoke with both the property manager and ******************** on a 3-way call. The property manager could not definitively confirm if the leak was due to a wind/hail-created opening or wear/tear of the roof. The adjuster again notified ******************** that a denial letter was being submitted for review and approval. The letter was dated 2/7/2024. Before sending the denial letter, the claim supervisor requested additional information to include photos of the roof. On 2/8/2024, photos of the roof were received, confirming wear/tear to the roof vent stack. The denial letter was then submitted to the insurance carrier for review. Approval of the claim denial was given on 2/9/2024. On 2/9/2024, the adjuster again spoke with ******************** and confirmed the claim denial. Unfortunately, the date of the letter was not changed from 2/7/2024, the draft date, to 2/9/2024, the date of final review.
And finally, following Ms. ********* request for additional review, the adjuster called ******************** on 2/16/2024, leaving a voicemail requesting a return call, and the supervisor called ******************** on 2/21/2024, leaving a voicemail requesting a return call.
Based on all available information, Ms. ********* claim was properly denied. Again, we appreciate the opportunity to respond to Ms.********* concerns. Please feel free to reach out to me directly if you have any questions or concerns.
Sincerely,
************************;
Director of Quality Assurance
******************************
************************************Customer response
03/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Good morning,
There are some inconsistencies. Ive spoken with the roofing company as well as my property management. They confirmed no mention of poor maintenance. A worn or broken seal can be damaged during a storm that includes heavy winds and rain. Surley Alacrity has the capability to look at the weather conditions in my area on 1/9/2024. News reports for my area confirmed heavy rain and winds that reached reached 27mph on 1/9/2024 through 1/10/2024.
You mentioned that the roofing contractor confirmed that the water entered the dwelling after heavy rains due to wear and or tear. Its possible and likely that the winds damaged the roof stack.
On 2/7/2024, the property manager confirmed to the adjuster that it was not wear or tear. I was on the call with the two. He said, the damage could have been caused by wind. She was asking him to confirm as if he were present on the roof during the storm.
The adjusters transparency has been a concern for me throughout her handling of my claim. The denial letter dated 2/7/2024 states *************************** position set out above is based upon the information we have to date. To date would be 2/7/2024. Which is accurate, you or the letter?
Furthermore, the letter does not include the conversation amongst the adjuster, property manager or myself. There is no mention of the roof pictures or news reports I submitted 2/8/2024.
I received the adjusters voicemail 2/16/2024. I need our conversations documented because of my transparency concerns with her. I emailed her 2/21/2024;
Hello,
I absolutely have questions and major concerns:
Where does my policy state specifically that the broken seal on the vent stack cannot be caused by wind? exact verbiage in denial letter dated February 7, "Per the roof company, water entered the unit from the vent stacks due to broken seal and lack of maintenance"
Where is the verbiage within my policy that says poor roof maintenance is not a covered loss?
You referenced in the letter that "the cause of damage to your personal property was identified as water seeping into the unit with no storm created opening" How was this identified specifically? What documentation do you have that identifies this?
Where in my policy does it say wind cannot cause damage to the roof allowing water in? I need specific verbiage that contains this
In the denial letter dated February 7, you referenced a conversation with the roofing company; where is the reference of the conversation with the property manager? He said it could have been wind.
The adjuster, nor her supervisor responded to the email. I need my questions answered and I am requesting a new adjuster to investigate my claim. Im asking for the calls to be reviewed between the adjuster and roofing contractor as well as the calls with the property manager. *** asked for this many times.
Regards,
*************************Business response
03/07/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to provide an additional response to Ms. ********* concerns filed with the Better Business Bureau.
Alacrity management has reviewed Ms. ********* claim and the denial of her claim and found that the denial is proper based on the determined cause of the loss, which was wear and tear and/or faulty maintenance, which is not a Peril Insured Against in the policy. The roofer confirmed that no wind damage was found. Pertinent policy language was provided to ******************** in the claim denial letter previously sent to her.
Please feel free to reach out to me directly if you have any other questions or concerns.
Sincerely,
************************;
Director of *****************
*****************************
************************************Initial Complaint
02/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had a sewer backup in our house on Friday, November 24, 2023. We filed an insurance claim the same day. They did not send out an appraiser. Instead, we had to install an app on our phone, take ***************** This took hours but we completed it and sent in the information within a few days. They sent us a very small amount of money (1/4 of the actual cost) and said they will send more if we can prove it will cost more. I sent an estimate from the contractor and kept trying to follow-up. It took weeks for a call back to tell me the estimate needs to be itemized. I sent in an itemized estimate from the contractor. It's been over a month and I still haven't heard back.Today is February 6, 2024 and no response has been received. My primary residence shouldn't take 3 months to repair. I will be switching insurance companies.Business response
02/23/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Mr.********** concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
Following ********************* receipt of Mr. ********** claim on November 27, an adjuster was assigned to his claim. In certain situations, the carrier allows an app to be used in lieu of a physical inspection, which was used for this claim. The app allows the customer to document the damages, which are then reviewed by the adjuster. In December, the adjuster wrote an estimate based on the documented damages and a payment was issued to ********************** based on the adjusters estimate.
In early January, ********************* submitted an estimate prepared by his contractor. The adjuster spoke with ********************** and requested additional details be provided by his contractor so that the estimate could be evaluated. Later in January, ********************** provided an updated estimate. However, the estimate did not include any actual measurements. The adjuster offered to send someone to take the measurements, but ********************** declined, stating he would have his contractor provide the information.
Alacrity recently received the additional estimate information. With the additional information, the adjuster was able to complete his review, and an additional claim payment was authorized and processed.
Again, we appreciate the opportunity to respond to Mr. ********** concerns. Please feel free to reach out to me directly if you have any questions or concerns.
Sincerely,
************************;
Director of Quality Assurance
*****************************
************************************Customer response
02/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We were contacted by a representative from Alacrity Solutions who informed us that our account representative has a 7-day window to respond. Despite their insistence that a 1 to 2-week response time is standard, our experience contradicts this claim. In a recent flood claim with ***************** on another property, communication through text messages was regular, resulting in the resolution of the claim within a few weeks.
Expressing concern about the scheduling of an adjuster's physical visit, I communicated that my current schedule does not permit it, aiming to expedite the resolution process. Contrary to their assertion, the company's response seems misleading.
Waiting 1 to 2 weeks for a callback is unacceptable and has significantly contributed to the ongoing delay. It has now been 3 months, and my primary residence remains unrepaired, a situation that I find completely unacceptable.
Regards,
*****************************Customer response
02/26/2024
We received a call from their rep on Friday afternoon saying she finished reviewing the 3rd revision of the contractor's estimate and sent it for approval. She said she will call me in 2 hours. I was heading out and asked her to call Monday morning instead. It is 2pm on Monday and no call yet. According to the person who contacted me about this BBB complaint, she doesn't have to get back to me before another week! This is crazy. We need to fix our house. We can't live this way.
Business response
03/05/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to provide an additional response to Mr. ********** concerns filed with the Better Business Bureau.
The Alacrity adjuster called and spoke with ********************** on February 27, apologizing for missing the opportunity to call him on the 26th and to review the updated claim settlement and status.
Please feel free to reach out to me directly if you have any other questions or concerns.
Sincerely,
************************;
Director of *****************
*****************************
************************************Initial Complaint
02/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Good afternoon, the Adjuster ******* advised that the check for my claim (house flood damage)was sent on December 19, 2023. AfterI NEVER receiving that check, I contacted the adjuster on February 2, **** after not receiving the claims check for several weeks, I asked the adjusted through email to cancelled the check that was supposedly sent on Dec. 19, 2023 and now I am waiting on new check that was canceled and reissued on Feb 2,****! I do not think the check was ever mailed, now I am waiting on the new check.. THIS IS RIDICULOUS!!! HELPBusiness response
02/22/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Ms. ****** concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
We apologize to ************** for the frustration she has experienced with his claim. Following notification of Ms. ****** concern, a supervisor from Alacrity notified her that a stop payment would be processed for the check and a new check would be issued and sent to her via expedited mailing.
Please feel free to reach out to me directly if you have any further questions.
Sincerely,
************************;
Director of Quality Assurance
*****************************
************************************Customer response
02/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
***********************
Customer response
02/23/2024
The company was very prompt in contacting me after BBB contacted them. The Supervisor, ******, contacted me and advised me the issue was being handled and I would be expedited.Initial Complaint
01/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Were meant to appraise a diminished value claim, refused to share methodology or license number of their appraiser.They also lied about having information available on there website.To resolve the complaint:- You need to share methodology - You need to share your license number - You need to not lie about information on your siteBusiness response
01/11/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to ****************** concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
********************* auditor evaluated ***************** diminished value claim in accordance with Alacritys standard processes as agreed to with the insurance carrier. ****************** claim was handled appropriately, and there were no misrepresentations made to him.
Alacritys evaluation methodology is proprietary; however, as explained to ******************, factors considered include the actual cash value of the vehicle, the severity of damage, the vehicles condition, and its mileage at the time of the loss. Also,as ******** does not require adjusters or appraisers to be licensed, no license information was provided.
Again, we appreciate the opportunity to respond to ****************** concerns. Please feel free to reach out to me directly if you have any questions.
Sincerely,
************************;
Director of Quality Assurance
******************************
************************************Customer response
01/21/2024
They still have not provided methodology or license numbers. Did they provide ******************** with them? Warning this is a fraudulent company that claims to be a licensed appraiser but refuses to provide numbers. One can only assume they are operating illegally.
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