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Complaint Details
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Initial Complaint
01/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Filed a claim in November 2023 I have attempted to contact someone with the company directly. I have left several voicemails and have not received a callback to date and it is now January ****. This is very unprofessional and unacceptable and would like a resolution to my claim immediately.
Business response
01/12/2024
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.
******************** was hired by our client, ********************* to inspect Mr. ****** vehicle and to produce an estimate of the damage to the vehicle. Alacrity completed its assignment and provided the estimate and accompanying information to our client on November 15.
As Alacrity is not the adjuster for the claim and therefore cannot make settlement decisions, ************** should contact ****** Services Inc.
Again, we appreciate the opportunity to respond to Mr. ****** concerns. Please feel free to reach out to me directly if you have any questions.
Sincerely,
************************;
Director of Quality Assurance
******************************
************************************Customer response
01/14/2024
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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
***********************Customer response
01/14/2024
The response was unacceptable. I made an attempt to reach someone within this company for approximately eight weeks I left several messages on a voicemail that's obvious no one follow-up with which is very unprofessional. Now due to the unprofessional and complaints the company that hired them to do a job has cut ties with them causing me to have to start over with the entire process. If I could rate this company it would be a zero rating.Initial Complaint
12/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This incident was allegedly concerning work completed in April 2023 following a 4 month period that is best described as an elongated repair of broken toilet in my home. Progressive assigned Alacrity to handle the referal and accredidation of the contractor as well as the warranty and the "investigation" into the mishandled claim by the contractor. However to date Alacrity has yet to actually investigate, without follow through and has ignored the incomplete work as well as my request for appropriate warranty claims. The seal is leaking water into the wall from the work they did and is ruining the brand new bathroom work. Alacrity at first made assurances that aligned with the empty promises from Progressive, but as time went on they have failed to provide the required oversight and I need help. They were supposed to get Kustom to perform quality work, to have the damages wrought in my home reimbursed by ******, make kustom correct faulty work or assign an appropriate contractor to re do the work. The attached images are but one example of hundreds of evidentiary pictures and documents because this has been a long process.Business response
12/21/2023
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 the repairs to her home.
By way of background,Alacrity provides services to insurance companies in connection with losses suffered by their policyholders. Our main service is to provide a network of independent, credentialed contractors that are available to provide restoration,mitigation, or other services, in order to return damaged properties to pre-loss condition.
************ contracted with Kustom US, one of the independent contractors on Alacritys network, to make repairs to her home following her November 2022 loss.
************ originally notified Alacrity in April of concerns with the repairs performed by Kustom. Following her notice, Alacrity assigned the issue to a regional field manager to coordinate the investigation of ************** concerns. Since then, in addition to extensive phone and email communication, two separate joint site visits were performed by ******, her claim adjuster and Alacritys regional field manager to investigate ************** concerns.
Alacrity recognizes that ************ has unresolved concerns with the repairs performed by Kustom. We will continue to investigate her concerns and keep in direct communication with her until resolved.
We appreciate the opportunity to respond to the Better Business Bureau, and Alacrity looks forward to bringing this matter to resolution. Please feel free to reach out to me directly if you have any other questions or concerns.
Sincerely,
************************;
Quality Assurance Manager
*****************************
************************************Customer response
12/22/2023
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 have yet to go over the specific issues with alacritys lack of investigation and failure by *************** To ensure the work is appropriate quality. The site visits were to witness and discuss appropriate actions that have yet to be followed through in and it has been over a year. This is not acceptable homeowner policyholder treatment. Please keep the case open and provide resolution asap.
Regards,
*******************Business response
12/29/2023
Greetings,
Alacrity recognizes that ************ has unresolved concerns with the repairs performed by Kustom. I have spoken with ************ and assured her that we will continue to investigate her concerns and follow through to reach a satisfactory conclusion. I am in the process of asking another independent contractor on our network to inspect ************** concerns.
Again, we appreciate the opportunity to respond to the Better Business Bureau, and Alacrity looks forward to bringing this matter to resolution. Please feel free to reach out to me directly if you have any other questions or concerns.
Sincerely,
************************;
Quality Assurance Manager
******************************
************************************Customer response
01/29/2024
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.
[Provide details of why you are not satisfied with this resolution.]To WHom It may concern: This matter is absolutely not in any way resolved. Photo and written evidence has been submitted to ********************** the policy provider, for over a year along with valid concerns, which were assured as to be investigated by Alacrity, the 3rd party insurance on the work. Allegedly multiple tiers in the hierarchy have a hand in the "research" and "resolution" but a 2 week commode /plumbing correction has taken over **** years and IS NOT RESOLVED, as the WORK is not correct and is not even complete. As the homeowner and Goosehead client, Progressive policy holder, recipient to the allegedly warranted-by- Alacrity work by conducted by their preferred contractor, Kustom LLC AND as a NC resident, single parent of 5 children (Post recent Domestic Violence ) and a State and Federal tax payer I am astounded that this matter remains in this position. The Matter is NOT TO BE CLOSED YET. We have been taken advantage of, manipulated, lied to, coerced, left out of home in a hotel for a 1/4 a year that spanned from November to March, made to live with non-code work that had to be torn out and redone to pass, abandoned with unfinished clean up, unfinished labor, non-matching paint colors in streaks and portions, non-matching and inappropriate (flooring used on the walls, etc) materials, faulty adhesion or mounting, falsely claimed line items on the estimate that were not followed through on, cheaper level replacements that were not adjusted out as promised, damages to the home, demolition and thievery to personal items that has not been made right, loss from the incident not paid out as the policy states, meals and expenses not reimbursed, paint splatters and construction residue left in grout, on new tile, on the trim, on the new vanity...Stains left in the bottom of the new tub, etc etc all to which the variously named companies and recipients of this response are noted.
Thank you for your attention to this matter. Please help me get the attention my children and I deserve to hold accountable the people who made promises, did the work, sold the policy, insured the contractor, licensed the contractor, licensed the agencies, "research" and file paperwork related to these matters and yet have continued to avoid culpability. PLEASE HELP MY CHILDREN AND I. Sincerely:
Regards,
*******************Business response
02/09/2024
Greetings,
Alacrity recognizes that ************ has unresolved concerns with the repairs performed by Kustom US, one of the independent contractors on Alacritys network.
I have spoken with ************ and have been in email correspondence with her and have assured her that Alacrity will continue to investigate her concerns and follow through to reach a satisfactory conclusion.************ was notified that Alacrity is in the process of asking another independent contractor on our network to inspect her concerns.
Again, we appreciate the opportunity to respond to the Better Business Bureau, and Alacrity looks forward to bringing this matter to resolution. Please feel free to reach out to me directly if you have any other questions or concerns.
Sincerely,
************************;
Director of Quality Assurance
******************************
************************************Customer response
02/09/2024
I am open to this being scheduled and for further work toward resolution and wish to have the matter stay open with BBB until then. Thank you for the ongoing efforts.Initial Complaint
12/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In the month of September I filed a claim with USAA on some damage that occurred to my home. It was assigned to Alacrity Solutions and a Adjuster came out to inspect the damage. The estimate came out and was agreed to. I hired a contractor to start the work and was notified that my decking did not meet the manufacturer's requirements for the shingles.We submitted a supplemental claim to replace the decking complete with photographs, County laws, and Manufacturer's requirements. And the supplement claim has been rejected numerous times because they want to go by the State's requirements which only require a "nailable surface" I have told my adjuster, their manager, and the person who reviewed my supplement claim that County Law applies in this matter but simply refuse to listen and spout the same line of "we don't cover wear and tear that's on the homeowner" this is not a wear and tear problem this is a Code Upgrade based on Manufacturer's Requirements for their shingles based off the County Code in my area.Business response
12/08/2023
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.
Management has reviewed Mr. ******* concerns and found that the adjustment of his claim was handled properly and includes allowances to meet the code requirements. Claims management has contacted **************** by both phone and email to confirm to him that his claim was adjusted correctly.
We 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,
************************;
Quality Assurance Manager
******************************
************************************Customer response
12/08/2023
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,
*****************************
Initial Complaint
11/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
June 27th 2023 Claim number: : CNI-******* I have been contacting them since the end of June to resolve this issue. I had a water leak in my garage and was issued a claims adjuster. She has been completely incompetent. 1/3 of my claim was either entered in as double items or not even processed at all making the claim value less then it was supposed to be. When I was issued a check it came to me with the incorrect name so was unable to be cashed. I ask for the adjuster to fix the issues and was told I needed to do her job for her and figure out what all the issues were. I have asked for a new adjuster and to speak with the supervisor over a week ago and have heard nothing. I would not be as upset but even the original adjuster I had would not get back to me in a timely manner. At once point it took her over a month to get back to me and I had to email her. This communication of this company is not good and I want a resolution to my claim asap at this point.Business response
11/30/2023
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 her claim. An Alacrity supervisor has reviewed Ms. ********* claim and confirmed she is listed as an additional insured on the policy.Unfortunately, the initial payment only listed the named insured. Once the stop payment for the original check processes, a new check will be sent with both names. The supervisor also confirmed that several claimed items were not included in the settlement payment. He is in the process of calculating the additional amount owed in order to issue a supplemental payment.
Both the adjuster and the supervisor have placed a call to ******************* to further discuss her claim and concerns.
Again, we apologize for the frustration ******************** 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,
************************;
Quality Assurance Manager
******************************
************************************Initial Complaint
11/17/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
On September 27th, 2023 my husband, *************************, spoke with *************************** from Alacrity Solutions (** License# ******** regarding a claim we filed due to a sump pump failure in our basement. The claim number is #****-00001309. ***** has provided poor and inconsistent communication. We continually have needed to reach out for updates and have voiced to ***** that we need improved communication. Recently, we provided ***** with a bullet point list detailing the communication we expect in the future. ***** did not provide the information requested until we reached out to her direct supervisor, *********************************. I spoke with ********* on November 13th and shared our poor experience with ***** and that we have been waiting for ***** to provide us with an update. In addition, I asked if our initial payment had been mailed. ********* confirmed the initial payment was mailed. We are still waiting to receive our check for the basement build-back. ********* shared that she would have ***** email us with an update and that ***** should respond within 48 hours. We did hear from ***** that day. However, we were unhappy with her update. We have submitted documentation to receive supplemental compensation for our carpet and water damaged furniture. ***** informed us in her email that she could not issue us supplemental compensation for our furniture because she did not see damage in the photos we submitted. There is obvious water damage depicted in the photos. On November 14th, we sent an email to both ***** and her supervisor, ********* and have yet to receive a response. On the phone, ********* told me they have 48 hours to respond to an email and we are past the 48 hours. Attached is the email that details why we are unhappy and need further assistance. To come to a resolution we need the following: supplemental compensation for both the carpet and furniture issued in a timely manner and improved communication (within the 48 hours stated by *********). -*********************Business response
11/29/2023
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Mr. and ******************* 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 Mr. and ***************** for the frustration they have experienced with their claim. Alacrity management has reviewed their concerns and offers the following response:
While the adjuster provided consistent updates to the Malones via phone calls and emails, we understand that the ******** feel that better communication could have been provided.
**************** confirmed via email that he has now received the claim payment. He conveyed his concern that the payment for the mitigation services was sent to him rather than the mitigation company. Alacrity responded, offering an apology for the inconvenience, and asked that he forward the payment to the mitigation contractor.
As the Malones initial photographs did not document all the damage to the furniture, Alacrity requested additional photographs and details.***************** provided the information, and payment has been issued to the Malones.
Alacrity reviewed the Malones request for a supplemental payment for the replacement of the carpet and pad. After adjuster review and adjustment, a supplemental payment has been approved and is being sent to the Malones.
Again, we apologize for the frustration the Malones 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,
************************;
Quality Assurance Manager
******************************
************************************Customer response
12/04/2023
Please see our attachment that includes our response to Alacrity Solutions. Please forward the document with our response to Alacrity Solutions. Thank you!Customer response
12/04/2023
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.
Please see our attachment that includes our response to Alacrity Solutions. Please forward the document with our response to Alacrity Solutions. Thank you!
Regards,
*********************
Initial Complaint
09/27/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
This business is the claim center for ************************************* I filed a claim on July 14th 2023 for an equipment breakdown, property loss. They would send letters saying they have tried contacting me, but I called them on a daily basis and left voice messages, but never received a phone call back. The final letter stated they were closing my case since they could not get in touch with me. I still trying calling but nobody answers. I pay a monthly fee to have property coverage, but can't get help when I need the coverage.Business response
10/06/2023
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. Her claim has been assigned to a new adjuster. The adjuster has spoken with ******************** and obtained additional details regarding her claim. The adjuster is pending a return call from the property manager to obtain necessary information to move forward with the coverage investigation.Once the necessary information is received, the adjuster will follow up with ******************** to discuss the next steps in the claim process.
We look forward to receiving the additional information and moving Ms. ********* claim forward. Please feel free to reach out to me directly if you have any further questions.
Sincerely,
************************;
Quality Assurance Manager
******************************
************************************Initial Complaint
08/23/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I've been trying to get an insurance claim approved and resolved through Alacrity solutions and I have not received a response from the claims adjuster or any supervisors within the last 3 weeks. The do not respond to emails, voice messages or any form of communication. My house is damaged and they will not help me with getting the repairs.Business response
09/01/2023
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 has experienced with his claim.
***** to his complaint, the examiner had issued payment to ****************. A week later, the examiner received a supplement request from ******************* contractor and advised him that it could take 7 to 21 days to review. Following Mr. ******* complaint and a telephone conversation with ****************, the examiner found that the original payment had been sent to an incorrect address.
A new payment has been issued for Mr. ******* claim, including his supplemental claim, and is being sent to him by express mail.
Please feel free to reach out to me directly if you have any further questions.
Sincerely,
************************;
Quality Assurance Manager
******************************
************************************Initial Complaint
08/15/2023
- Complaint Type:
- Order Issues
- Status:
- Resolved
I filed a claim 6/28/2023 due to water plumbing damage to my furniture. The company requested me to send over info that I've already sent over. They also sent an adjuster out but the adjuster failed to send over the appropriate information such as tags, manufacturer or serial number information. Now ******************** Soultions is asking me to do the adjuster job by lifting and turning over my couches to look for info that the adjuster was suppose to provide in the beginning ( in which I did and there is no tags or serial number being that I've had my couches for 4 or 5 years). The communication is horrible and they never return calls.Business response
08/23/2023
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 her claim. Alacritys claim examiner had sent a mitigation company to inspect ********************** furniture. The mitigation company confirmed that the furniture could not be restored to its pre-loss condition.
As the personal property inventory form received from ****************** was not complete, the examiner requested additional information. ****************** explained that the additional information was not available as the furniture no longer had tags and was inherited. The examiner then sent the known information and photographs of the furniture to an expert to determine a replacement value.
The expert recently provided the value for the damaged furniture. The examiner contacted ****************** and settled her claim. The claim payment is being mailed to *******************
Please feel free to reach out to me directly if you have any questions or concerns.
Sincerely,
************************;
Quality Assurance Manager
******************************
************************************Customer response
08/23/2023
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,
***********************
Initial Complaint
08/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On February 3, 2022, an electrical fire occurred in my garage at *******************************************************************. The damage was extensive. The carrier for my homeowners insurance is Allstate. Allstate arranged for me to select a contractor. I chose *********************** located in **********, **. This contractor is a subsidiary of Alacrity Solutions managed out of ******, **. The process for restoration of the garage ranged over the course of a year and the final walk-through happened on March 23, 2023. At that walk-through I was given a Sub-Contractor Agreement, signed by *******************, the Project Manager (see upload for a copy of this agreement). The agreement listed "Credits Owed". Some of the credits were for cabinets, a walk-in door, and R&R gutters. Those items totaled $1,816.24. The "additional contents" listed were items that were damaged during the course of restoration. The damage was the result of removing the shingles and tar paper from the garage, carport, and den, roofs (adjacent to one another) with no plan to immediately recover these roofing areas. This was on or about October 16, 2022. At that point we received some pretty heavy rain which came through the roof in the den. I had some twenty buckets, pots, pans, and tubs, set to catch the myriad leaks. During this rain the dripping was heavy throughout the den. The water came down into the back of the ** and over the computer area. It also leaked through to the master bathroom and bedroom. ******************* and his boss, ***, made a special trip out to cover the roof with **********, but the damage had been done. The next day ***** returned to take pictures of the damage so we could file a claim on the damage. The damage totaled $1,000.00. The total of credits and damage is $2,816.24 There has been no payment on this claim. I have tried to work with ***** Group Restoration, but they tell me they have submitted it to Alacrity Solutions. If this is true Alacrity will not respond.Business response
08/14/2023
Greetings,
Thank you for giving Alacrity the opportunity to respond to **************** concerns filed with the Better Business Bureau. We apologize for the frustration he has experienced. 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 a third-party administrator that provides services to insurance companies in connection with losses suffered by their policyholders. Mainly, we provide a network of independent, credentialed contractors that are made available to provide restoration, mitigation, or other services to return damaged properties to pre-loss condition. Neither Alacrity nor the insurance carrier hires the contractor and the decision whether or not to use the contractor is solely the policyholders.
Following **************** complaint, an Alacrity representative spoke with the owner of the repair company hired by **************. The owner followed up with ************** by hand delivering to him a check for the agreed payment, resolving **************** concerns.
Again, we apologize for the frustration ************** 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,
************************;
Quality Assurance Manager
******************************
************************************Customer response
08/14/2023
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,
*******************
Initial Complaint
07/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a apartment fire on the 24th of May. A claim was filed a week later due to my apartment manager giving us 4 days to move everything out. I took pictures of everything submitted all the paperwork that they asked me to and now it's been over a month with no contact. I've called every other day for 3 weeks to my claim adjuster and her supervisor. Everything I have had to buy for my new apartment has had to come out of my own pocket. I will be moving forward with finding a new renters insurance.Business response
07/28/2023
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.
**************** filed a claim for smoke damage to her contents following an apartment fire. As requested, **************** supplied photographs of her contents. However, the photographs did not show any damage to the property.
The claim examiner sent **************** a Reservations of Rights letter which explained her duties under the policy after a loss and requested proof of damages.
The claim examiner recently spoke with ***************************************** stated that the property she removed from her prior apartment is now located in her new apartment. The claim examiner requested that **************** provide documentation showing whether the claimed items are salvageable or not.
We look forward to receiving the additional documentation from ****************. Please feel free to reach out to me directly if you have any further questions.
Sincerely,
************************;
Quality Assurance Manager
******************************
************************************
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