ComplaintsforMichigan Fire Claims

• Initial Complaint

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They seemed wonderful in the beginning! At this point I would give zero stars if I could. We are almost ******************************************************************************************************************************************************************************** sent to the insurance company for processing. They have done nothing with the contents that we have worked through for almost a year! We cant get them to return our calls our emails, but they make sure to call and email when a check comes in and they want their 10% cut. Meanwhile, we are paying for a service that does nothing for us and we couldnt really afford but thought would be a huge help to **. No company should ever treat a family that has lost everything so poorly. I deeply regret signing that contract as the process would have been quicker without them.

  

  Business response

  06/05/2023

  5-31-2023
  Better Business Bureau
  Attn: Complaint Department
  Customer: ************************** ************
  
  To Whom It May ********
  
  Mr. ***** ***************** signed a contract with Michigan Fire Claims, **** on September 30, 2022 for our services in assisting to prepare and present their fire claim to their insurance company, AAA. As of the date of this filed complaint against **, several months have passed since Michigan Fire Claims, **** has settled with the insurance company for payment of their claim on both structure and personal property in amounts that matched what we and the insureds both felt was fair. Once amounts are settled upon and the checks are issued, we typically would consider a claim to be closed. As such, we were unaware that **************** was dissatisfied in any way, nor had she or **************** attempted to reach us at all regarding this complaint prior to the date it was filed with the Better Business Bureau.

  
  In regards to the specifics in which **************** has outlined in her complaint, we would like to respectfully address the following:

  
  A final inventory list of over ***** line items was submitted to the insurance company (which Mr. ***** ***************** were issued payment on). As part of process before we settle with the insurance company on any payment amount, it is the insureds repsonsibility to go through the entire inventory which is to be submitted, review the prices, provide an age for every item, make any changes as they deem necessary, initial the bottom of every page of the inventory (in this specific instance, 87 pages), and sign a waiver at the end that states that they have reviewed the contents inventories prepared by Michigan Fire Claims, **** and feel[s] they accurately reflect any information we may have provided to them (which was signed and dated December 4, 2022 by Mr. ***** *****************).

  
  It should be noted that the inventory was reviewed and the waiver was signed after the stated time frame (October and November of 2022) that **************** says she added items to her inventory. At that point in time, Michigan Fire Claims, **** was not made aware of additional items that needed to be included on the inventory to be submitted to AAA; based upon the fact that Mr. ***** ***************** both initialed 87 pages of inventory and signed the attached waiver, we had no knowledge of any other items that needed to be included.
  Our standard procedure in the claims that we handle, is that we ask the insured to send additional items that need to be included on the inventory to ** via mail to our main office or email directly to the adjuster working on their claim.
  
  Upon further investigation after this matter was brought to our attention, we discovered that **************** was including the additional items she wanted added to the final inventory via ****** Drive using a shared link. Shared links through ****** Drive expire after a very, very short period of time limiting access to the file for security purposes to the creator alone, and because of this, we were not being notified that changes were being made to that document in the form of additional items being added. **************** did not reach out to our adjusters at any point in time (either via direct email or a phone call or text message) to inform them that she had added additional items that needed to be included in the inventory.

  
  Michigan Fire Claims, **** has already taken measures to resolve the issue presented in the filed complaint;the 77 additional line items we were unaware of that **************** added via an expired ****** Drive shared link have since been submitted to the insurance company for payment.

  
  We have attempted to reach out to *************** on several occasions quite recently to clarify some of the items that are claimed to be missing from the inventory for verification purposes, and have been unsuccessful in making contact with her regarding this issue; we are unable to proceed forward in final resolution until we are able to do so, as we want to ensure that we are not submitting duplicate items to AAA for total loss replacement.

  
  Respectfully submitted,
  Michigan Fire Claims, ****

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