ComplaintsforRainbow International of Northeastern Maryland
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Complaint Details
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Initial Complaint
09/15/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Our water heater failed and flooded our basement. Rainbow of NE MD was contracted to fix the problem. They represented themselves as a one-stop fix, to make everything like it was before the water damage. The company told us they would "take care of everything from start to finish." The company packed our things, did not send us an inventory like they claimed they would, removed the damaged materials, treated the structure of my home, and then left my home in an unlivable state of disrepair because "we don't do repair work," as we were told by them. This is after assuring us as the start of the process that the large amount of money they were charging us would ensure our home was returned to "just like it was" before it flooded. They grossly misrepresented themselves and their capacity to perform the job for which they were contracted and overpaid to perform. Now I am forced to find an additional contractor, pay even MORE to have my home repaired all while Rainbow holds my personal belongings hostage for who knows how much additional cost.Business response
09/28/2023
After reviewing this complaint, it seems we had a miscommunication regarding the services that we offer. Our technicians informed the customer that we could refer a contractor, which we provided, but we do not claim to provide repairs after the water damage clean-up has been completed. Our work authorization with the customer does not indicate that we would be providing that service as well. We are a preferred vendor for the customer’s insurance carrier and invoice our services based on a prior agreement with the insurance company. Our invoicing is detailed and very specific and clearly shows that no repairs were included in the scope of work. The insurance company referred us for the specific cleanup and personal property service, but they are also aware we do not provide repairs. We apologize for the miscommunication; however, we did not contract for any services other than what was provided. We can return the personal property to the customer at any time and can schedule with them to return the belongings if necessary. Since the original complaint was filed, we have met with the homeowner and believe we have resolved any issues. Generally, we have better communication with our customers and seem to have dropped the ball with this project. We are certainly apologetic for any difficulty that may have created for the customer.
Initial Complaint
02/24/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Rainbow was contracted to collect, restore and store our belongings due to a house fire on 2/5/2021. When they returned the last of our belongings, the last 3 vaults they opened were empty. These vaults were supposed to have our property inside and we paid to have them stored. In addition, they were provided a list of missing items that have not been returned and a list of damaged items (they took pictures of some of the damaged items). They deny that some of the items are missing, have admitted that everything has not been returned and offered no mitigation for the damage. I have sent multiple emails, voice messages and not received an acceptable response. They are difficult to reach.Business response
03/10/2022
Business Response /* (1000, 5, 2022/03/03) */ At this time we have addressed each of the listed items with the homeowner and have proposed a resolution for each item. We are expecting the complete resolution of this claim within two weeks after furniture repairs and compensation for damaged items have been addressed. Our customer has responded fairly to the proposed solutions and I do not believe there will be further complaints for this project. When the resolution has been successfully completed, we will notify the BBB. We have profusely apologized for our delayed response to these issues and do not typically let these issues remain unanswered.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.