Customer ReviewsforAmerican Water Damage of Baltimore, LLC

Richard S***** came out and was outstanding He really explained everything answer all my questions walked me around the damaged areas and showed me what we had discussed about the process

Thank you for the positive review. Knowing that Richard went through the work, and thoroughly explained everything and answered your questions during what I would assume was already a stressful time, is wonderful to hear. I am happy that we were able to help you.

Skyler was very thorough and professional. But best of all, she was very sympathetic to my particular situation.

Thank you so much for the positive review. Skyler is the best! 

American Water Damage charges 3 times higher than Insurance allowances. They added unnecessary hours of work and equipment that even their technicians could not validate the use for it. The plumber stated that he would return after they did the initial tear down and did not come for 1 week later causing their expensive equipment' that filled my garage for a small hole in the ceiling, I did hire another plumber after waiting 2 days. They were told after a visit form the insurance company,s contractor stated that a simple dehumidifier would have done the job. They had 5 large Negative air fan units. The AwD Technician stated that he did not see mold. The plumber while speaking with AWD and myself stated that is home insurance and they pay very well. Ms. You have nothing to worry about. The pictures that were taken by AWD, myself and Insurance representative did not show mold. The Insurance company asked AWD to show proof of mold and they were unable to do so. The photos that they sent did not have mold it. AWD was notified by insurance that the equipment would not be paid for and that a humidifier should have been used, that is when they increased the setup time for setting up, taking down from 4.9 hours to 7.7 hours and told me that I would have to pay for that ($890.00). There were weeks of email sent back and forth between the insurance and AWD. AWD insisted that the insurance company work with to “make a deal” They billed for many more hours than the time that they were here. That charged for 7.7 hours to setup and take down the equipment when the technician took less than 20 minutes to setup and 15 minutes to unplug and place in his truck. No monitoring was done. I am paying them all that the insurance company stated that should be paid for the work done. Please help me in resolving and mitigating this problem. PL

Ms. PL- Thank you for reaching out and providing this information. I would just like to provide some clarity regarding your property and the process that has got us here. I would like to address the issues that were mentioned in your initial review in order-
"American Water Damage charges 3 times higher than Insurance allowances." -
AWD uses Xactimate software when creating our invoices. This is a software program created by the insurance companies and is considered to be the industry standard for pricing.
"The plumber stated he would return.... the plumber stated topics regarding your insurance and what they pay for, etc"-
Although we may have been referred by that plumber, we do not work for or with that individual. We are unable to validate or verify, nor schedule or do the billing for that plumber. We appreciate that the plumber that referred us has confidence in our company, but he or she is not an employee of AWD.
"Mold issue"-
When the job was called in by the plumber, it was stated that there was mold. I have no knowledge one way or another if there was mold or not, as I was never at your home.
"5 negative air machines"-
We set 1 Dehumidifier, 1 Air Scrubber (Hepa) and 3 Air Movers.
Dehumidifier to remove moisture from the air.
Air Scrubber (Hepa) to remove the harmful particles and dust from the area during the demo process.
Air Movers are large fans the create air movement in the area that has moisture.
“Set up and Take down time” issue.
Time that was billable hours of set up and take down account for: Hourly labor to travel to job-site to deliver, setup, inspect, move and adjust, monitor, take moisture readings, etc. and/or take down & remove dryers and dehumidifiers.
I hope that this information was able to ease your mind on what was done and the billing for those. I would ask that once you send in the payment from your insurance company, give us a call and we can work on the remaining balance you have.

Zero would be my choice, but... They are very shady in how they operate. They took advantage of the situation and it is possible that someone was in co-hoots with the plumber because he was able to talk highly of them and strongly suggest they'll come within 10 minutes, which they did. They placed 51 different fans of various types to mitigate the water (clean) that accumulated w/i the last 12 hours. These fans included air scubbers and other fans that are not required for this type of damage. The fans were used more (8) than the days allotted (3). Questions were asked about the why, what (cost), and use because it was going to cost us since they were maximizing our circuit breaker. They said it all was allowed by the insurance which turned out to be not true. They told us we could not turned them off and that areas continue to be wet.. They tried to enforce it on day 8, and I would have to sign papers if they could not leave at least 1. Some of their work was not required, but they have you sign papers so there is no arbitration filed against them. They document all conversations but failed to document conversations concerning cost, types, etc. AMD response: It appears that your adjuster may be attempting to intimidate you into believing that American Water Damage has acted inappropriately. However, it should be noted that American Water Damage employs numerous technicians who hold IICRC S500 certifications and licenses, enabling them to carry out a multitude of projects each year in accordance with industry best practices. American Water Damage utilizes *********, an insurance billing software that calculates prices based on the zip code and date of the incident- this is the same software ********* uses. Therefore, the assertion that our invoices are unreasonable is unfounded. We are not a non profit org. Not TRUE: AMD took advantage of a situation to receive more money and it went from the plumber to AMD. It's a racket- we the consumer lose.

Ms. *******, I am sorry for your experience and I would suggest that you take this complaint to the Maryland Insurance commission, as well as find a Public Adjuster to assist you with this. American Water Damage, works for you the Home Owner, to mitigate and reduce the amount of damage to your home from the leak you had. This was a very large loss and there was much demo and equipment set on your property to properly mitigate the loss. It is our expert opinion that the demolition and equipment was set within IICRC standards to properly and effectively dry your home. The pricing of what was done is determined by ********* software, which you are correct, was created to level the playing field for contractors by creating consistent pricing for work based on location and date. I have read through the documentation and the correspondence with you and our company as well as your adjuster and our company. I am unsure of the certifications your adjuster holds, that would deem him an expert on this situation. To address being in "co-hoots" with the plumber, I can assure you that is also inaccurate. Our BBB and ****** rating is very high with many happy and satisfied customers and plumbers alike. I believe that this situation has gone astray due to the delays in demo (while you waited for your insurance company to make a decision) and the inability to initially determine and fix the leak. Again, I would invite you to reach out to the Maryland Homeowner Insurance commission regarding how ********* has handled this situation; as well as talking to a public adjuster to see if you have any further options. I apologize that you had a negative experience with American Water Damage of Baltimore. I wish you all the best moving forward with your property. 

I had worked with 3 companies that should had been professionals in their jobs. Two had failed me, *** *** ******* told me about the other company (AWD) that failed me, in which I had called. The main water had been shut off before the plumber arrival. When he arrived, he asked my husband to turn on the main water, which he did and left to go outside to talk on the phone for about 5+ minutes (can look at video for time), came back in and I had to asked him, was he going to turn the water back off, because water is still coming out of my refrigerator. We turn the water off to the fridge, and cut main water back on. 10 minutes later AWD arrive on the scene. AMD is throwing all the technical terms, all I can do is share their actions. When the main water was turned back on, you would expect it to flow further which it did. Their professional arrive next day (Saturday) stating that this would be a big job and would need more people to assist (he had not entered my home before seeing the damage it had done). Before he left, his supervisor told him to put the remaining fans out. This is when I had called the insurance adjuster, simply because I thought he needed to see the damage before demo started. He called on Monday, Feb 19 and said they can start doing their job before his appointment on upcoming Friday. They came upon my call to them to start. I had contacted the front office asking if I could get some type of information on these fans because it was going to cost. The lady stated no because they all deployed as a unit and could not give me any specific information or cost. I contacted them again in addition to asking one of the professionals about cost because it was tripping my circuit breaker. The professional told me to contact *** which I did and they were updating their system so no reply from them. There were 59 industrial fans used, which the insurer stated that this was clean water damage and types and amount was not needed. AWD refuse to adjust their flooring measurements, fans charged (even when in agreement (documented) with the insurer). If there was damage due to delay, then why put 59 fans out and charge for 8 days? The main water was turned off and we cleaned up area before arrival of plumber and AWD. We did everything possible to stop the damage. AWD took advantage of the situation with everything that they could pull off in mitigating and damaging. I've had restoration companies said they took it too far. They also wanted to do the restoration, which would had been crazy, because they look at two supporting poles and said they needed to be replaced. Your BBB rating means nothing to me, it is your action in my home that overrides the ratings. I have videos and pictures which proves your negligence and greed. I am a consumer who depended on your professionalism and AWD has failed me.

RUN, RUN, RUN!!! My leak was in MAY and we are in OCTOBER and they are still "fixing my house " They caused WAYYYY more damage to my home than before they started.

The uniformed people who came to do the demolition were fine. Very knowledgeable and efficient. Now after that is where it all went down hill.

Susan in the office is great but that is where the buck stops.The people that they sent out to my house didn't even show up the 1st day, and were late every day after. They came in without any uniforms or proof of license, in addition to driving a ***** van. It seems like they hired contractors through ******** or something.

Everything that they touched in my home they broke; from my shower door, to my toilet, to my dishwasher, to scraping and messing up my brand new built-ins and bedroom door. Each thing they broke they tried to cut corners to fix, making things worse.

Everywhere they went, they left a mess and every time they left, they left something broken. It was a hassle to get them to replace my shower door that THEY HAD broke, claiming that it must have been old. My house is a new construction, built less than 5 years ago. There was nothing wrong with it before they removed it.

I would never recommend this company to my worst enemy. They charge entirely too much for the services that they provide. They have been out to my house multiple times. Not to mention when they retiled my bathroom floor, they completely skipped over the back of the sink, so there's absolutely no tile there.

They have caused way more stress than the leak itself. I wish I could turn back the hands of time and go with a different company because this compant and service is horrible. They still haven't finished replacing the things that they have damaged.

Here is a collection of images of their work up until August. As I said, we are in OCTOBER and there is more work still being done. I just don't have time to get those pics at the moment.

This job has been completed to the satisfaction of the homeowner.