ComplaintsforVanguard Adjusters Group, Inc.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On August 8, 2023 there was a water leak in my home in ********, **. I notified my agent *****************************. The agency Vanguard never called me so I called Bynre again. Finally they called and an agent came by. heard nothing from Vanguard. A few weeks later they called to have an engineer stop by. Both people met my contractor who explained the problem and what he had to do to determine where the leak was to fix it. I spoke with Vanguard who said they were waiting for the engineers report. I kept asking about the results of the reports and never heard a word. In late Sept and early October I kept calling because I still never had a copy of the engineers report or what was happening. And was always told I should have it end of week and this should be signed off on early next week. I said I have to move forward with fixing the water problem and they said you have to do that to protect the property. My contractor started work October 16th and it took about 2 weeks and he finished NOvember 3rd. All during this time my contractor sent a ton of photos and 3 videos all of which I sent to ***** and Vanguard. Still nothing. Long story short. It is now NOvember 16th and like always I was told on NOvember 3rd now that the work is done if we can't sign off on t his at Vanguard we will notify the carrier but I should have something by the beginning of next week. Still nothing from the. I had to pay the contractor ****** out of my own pocket. Worse yet the carrier cancelled me a few weeks after the claim was put in. I CAN"T get a quote from carriers until this case is closed. I have until November 30th to get coverage. Monday I reached out fo ******************* again at Vanguard and called ***** multiple times. nothing. ***** was off on monday and finally got back to me on wednesday. I told her I needed to heard from her or I was going to seek action elsewhere. She thanked me for the update and that was it . NOTHING ELSE HAS HAPPENED!

  Business response

  11/27/2023

  Thank you for the attached complaint. We are always disappointed to hear if an Insured is unsatisfied with the handling of their loss. However, there are circumstances when further investigation of a loss is warranted, as can be seen in this file. We have also responded to a complaint made by the Named Insured, received from the ********** ********** of ********************* regards to this loss :

  It was been reported that a CAT Storm/Hurricane loss took place on Aug 08, 2023.  The insured claimed damages to a 2nd and 3rd story sliding glass door as well as areas surrounding the doors.  Through the Engineer and Insured's own contractor it was determined that the cause of the water intrusion was due to faulty workmanship and construction of the home. The insured reported that there was a similar issue 5-6 years ago and there has always been an issue with water coming in through the door. Given the cause of loss presented coverage issues under the Insured's Policy, this information has been reported to the carrier for further direction.

  We are sorry if the Insured feels that this file has not been resolved in a timely manner. However, full investigation of the loss and the outcome of same has been reported to the Carrier who should provide additional guidance shortly.

   

   

  Customer response

  11/28/2023

  
  Complaint: 20879062
  
  I am rejecting this response because:
  
  
  

  That is not the case.  This case is almost 4 months old and I have never heard one thing still from vanguard or the ************************* of ******.

  The house was built in **** and I purchased it in 2005.  I had one prior leak 2 years ago from another northeaster that came through.

  That was in 2021.  A repair was made in October 2021.  It took 16 years before any water entered the home.

   

  This year another northeaster came up and once again wind was blowing towards my home. Some water came in and I was notified in August 8, 2023. I called my contractor and carrier.  My contractor met their engineer to discuss what happened and what needed to be done to find the leak.

   

  The repairs were made in October 2023. What we learned is that the company that did the repair did not do a very good job and actually enhanced the flow of the water coming into the house.   I noticed this in May 2023 when water was coming off the 2^nd floor roof top and going onto my deck.  After talking to my contractor it seemed that the water may have come off that rooftop and onto the deck and maybe fixing that would be the answer.   The original contractor in 2021 did NOT channel the water away from the house so my contractor changed the flow of the water to the gutter and it worked.  NO water was coming down on the decks.

   

  According to my contractor the problem stems from the 2021 contractor not doing their job. I have over 100 photos of the slipshod work that they did along with videos.

   

  It seems to me that whether they want to say that it was house construction or the contractor in 2021 (which is the problem today) that they dont want to pay this claim.  I thought that insurance was for a problem with your home.  Not trying to determine how not to pay this.

   

  What are the next steps on this.

  One other complaint, it took Vanguard 3 months to send any information to Lloyds of ******.  This claim has caused me to go to my mortgage company for temporary coverage because I cant get a quote for insurance.  I am paying a lot more money per month for this coverage.

  
  Regards,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩