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Complaint Details
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Initial Complaint
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We filed a claim in June 2024, and since then we have been unable to get any update, reach the adjuster (or anyone at Alacrity) by phone, or get a reply to multiple voicemails and emails. The company has been completely unresponsive. There are standards in the insurance industry, and we will report Alacrity to the ***** of ********* if they do not respond immediately with an update and fully process our claim. There are indisputable damages, which we have extensively documented.
Business response
08/02/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to the concerns of the ********************* LLC team 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 May 8, 2024, a claim was filed by ********************* LLC for liability damage and assigned to adjuster *******************************. ******************** spoke with the Insured, *******************************, on May 9 and with ********************* LLC on May 10.********************* LLC was advised of a $1,000.00 policy limit for the loss. Additionally,********************* LLC provided many requested documents except for the actual repair invoices, and Ms. ******** requested those invoices via e-mail on the 10th.
On May 22, ********************* LLC sent an e-mail stating that $1,000.00 would not be sufficient for repairs and formally requested a payment of $2,000.00. ******************** followed up this e-mail by sending a 10 Day to Close Letter to ********************* LLC, again requesting the repair invoices.
On May 31, ******************** left a voicemail with ********************* LLC requesting a return call and noted that she would be out of the office from June 3 to June 10. Upon her return on the 10th, Ms. ******** closed the claim based on the previously sent 10 Day to Close Letter.
On June 19, Ms. ******** e-mailed ********************* LLC reconfirming that the policy would only cover up to $1,000.00 and again requested the repair invoices.
On July 30, the requested repair invoices were received and reviewed. The following day, payment was sent to ********************* LLC via expedited mailing.
We appreciate the opportunity to respond to the Better Business Bureau. Please feel free to reach out to me directly if you have any questions or concerns.
Sincerely,
************************;
Director of *****************
******************************
************************************Customer response
08/07/2024
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 received payment, so that part is resolved. But I reject the business's explanation because it does not at all match what the *************************** of Alacrity told me on the phone about why we experienced long delays in the resolution of our case. He told me that the agent, *******************************, acknowledged that she had not responded to our requests for updates and action in a timely manner, because she was dealing with a storm that resulted in many claims filed around the same time. She apologized, and I appreciate that very much.Here is the timeline of events, per the property manager, which is documented in emails and phone logs:
"I first reached out to the insurance company to submit the claim in May 8th 2024 and she requested that I submit the following:
Please see attached the document she sent May 8th.
I proceeded to send all the documentation she asked for on May 9th and she replied on May 10th asking for the invoice once again and at that point on May 10th we spoke over the phone, and she told me the limit of the policy was for $1k. I asked her to allow me to review this with you as I did not want to accept the said amount in case it would be detrimental for any other legal action you would like to pursue.
On May 16th, after a few emails between ******, ******* and I were exchanged, ******* informed us that they could not offer more than the $1k she had mentioned, and the claim was closed at the end of May.
On April 19th we reached out to ******* again to ask her to reopen the claim and asked her what she needed from us. She requested the documents again but it was until June 26th that I received the instruction to file the claim again so we could ask for the $1k.
I reached out to ******* and provided her with all the documents again and I have not heard from her since.
To summarize, the invoices were sent back on May 10th and then again on June 28th after I got the approval to accept the $1k. I received a response from ******* until July 30th after your complaint to the BBB."So, when Alacrity claims that the property manager didn't submit invoices until July 30 and that therefore Alacrity was only able to resolve the claim on that day, this is untrue. What did happen on July 30 is that we filed a BBB claim after months of unanswered phone messages and emails asking for an update and resolution of the claim.
*************************Initial Complaint
07/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The initial claims was submitted in April 2024 for a leaking water main to the master bath between the wall. The leak damaged two foot up from the floor the wall between the bath and bedroom, North bedroom wall, bed room carpet, tile in bathroom and leaked into kitchen pantry and kitchen floor. The mitigation company drilled holes in base boards around house and literal tore the bathroom apart and 1/3 of the bedroom apart. The contractor estimated the repair cost to be $14000 and we have submitted all requested documents including an itemized item bill to Alacretiy Solutions with no response for almost three months other than a $2500 check for the water mitigation. We where just informed one day ago that our claims adjuster is no longer with the company and our claim has been reopened. we have paid to this insurance since we built the house in 2009 and have had terrible customer service. As a Disabled Veteran on a limited income this has cause undue stress on the myself and family.Business response
07/29/2024
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.
On March 25, 2024, a claim was received for water damage at Mr. ****** home. Alacrity assigned ********************* to adjust the claim. A field inspection was immediately requested, and the field inspection occurred on the 25th. ************ sent an initial contact e-mail to ************** on March 26 requesting a return call.
On April 2, the claim was reassigned to adjuster ************************************* for additional handling and on April 9, ****************** sent ************** an e-mail stating that he would be reviewing the claim and would call him upon completion of his review.
On April 22, ***************** spoke with ************** and discussed all claim details. ****************** went over the Field Adjusters report and estimate. ************** stated that his contractors estimate was much higher than the field adjusters. ****************** requested a copy of the contractors estimate, which was received on April 29,totaling $14,160.00.
On May 8, ****************** processed a payment to ************** based on the field adjuster estimate, and on July 1, payment was processed for mitigation services, payable to ****** Plumbing,DBA Roto-Rooter.
On July 23, ************** spoke with ************** and advised him that after review of the contractors estimate, the only item that could not be accounted for was the upgrade to the walk-in shower. ************** processed a payment to ************** for the remainder of the contractors estimate less the small amount attributed to the shower upgrade.
At this time, all undisputed items have been paid, which resolves the nature of **************** complaint. Upon completion of the investigation, the shower portion will be reviewed, addressed, and paid if warranted under the policy language.
We appreciate the opportunity to respond to the Better Business Bureau and look forward to concluding Mr. ****** claim. Please feel free to reach out to me directly if you have any other questions or concerns.
Sincerely,
************************;
Director of Quality Assurance
*****************************
************************************Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company has taken over 80 days to mail out a check, the first two attempts never made it and then on the third attempt I spoke to a supervisor called ***************** who said that it was going to be send through ***** and expedited and they send ir regularly through **** like the first two. So not only he lied he is also showing no sense of urgency. And I would understand is this was a basic matter but this is an insurance claim from a FLOOD, it is almost 5k dollars and there is stuff that needs to be repaired including laptop which is a working tool, and a whole bunch of other items. They are uncapable of paying electronically or taking another step besides the same one that they tried 3 times already, I have waited 80 days already.Business response
07/19/2024
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.
We apologize to **************** for the frustration he experienced with his claim. It is unfortunate that the first two payments did not reach him and that he had to yet again notify Alacrity of the missing payment. For the third attempt in mailing the payment, the adjuster did request the check be sent via overnight mail. Unfortunately, the request was missed by the accounting department.
On July 17 the adjuster spoke with **************** and confirmed that he had received the check.
Again,we apologize to **************** for the frustration he 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,Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 24th, my apartment with my husband was broken into and we lost over $2,000 worth of goods. My husband started working with ******* Solutions to file a claim about our loses. It originally started on their app and then was moved to a specific correspondent (*********************). My husband has tried calling and emailing this person at least a dozen times but has not been able to get ahold of them or anyone else through the company. Instead, we have only received automated messages that incorrectly state our actions (lack of communication and lack of producing a police report despite having called and emailed promptly several times and and have emailed the police report several times to several people.) We have been told that our claim has been put into an inactive state because of this and will not be resolved. We are just seeking correspondence from the company and to actually process our claim in this already challenging time.Business response
07/05/2024
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Mr. and Mrs. *********** 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.
************************ filed a theft claim on May 28. The following day, the assigned adjuster, *********************, mailed to ************************ an Initial Acknowledgement Letter and Personal Property Inventory Form and followed up on May 30 by leaving a voicemail requesting a return call.
On June 13 ************** e-mailed ************************ requesting a follow-up on the requested documentation, including the Police Report. A 10 Day to Close/Request for Information Letter was also sent regular mail. ************************ replied to **************, stating that he had filed a Police Report and would obtain a copy.
On June 21 ************************ e-mailed ************** a copy of the Police Report and asked if she had received any of the e-mails he had sent,stating that he had responded multiple times. ************** replied to *********************** stating that she had not received any supporting documentation from him, and that the claim was being placed in an inactive status due to non-receipt of the requested information. On June 24, the claim was closed.
On July 1, following receipt of the BBB complaint, Claim Supervisor *************************** called and spoke with ************************. ******************** explained what was needed to move the claim forward, explained the policy special limits, and discussed proof of ownership. ************** then called and spoke with *************************, obtained a Recorded Statement, and reiterated what additional information is needed to move the claim forward.
At the time of this response, Mr. and ************************* understand that the completed Personal Property Inventory Form and Proof of Ownership for each item being claimed is needed to move the claim forward. ************** is actively working with the ***********, and payments will be made as applicable through the policy once the additional information is received.
We appreciate the opportunity to respond to the Better Business Bureau and look forward to concluding the *********** claim. Please feel free to reach out to me directly if you have any other questions or concerns.
Sincerely,
************************;
Director of Quality Assurance
******************************
************************************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
*****************************
************************************
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