Complaints

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon finding a leak in my first floor bathroom ceiling, I contacted a plumber who came out and upon inspection determined there was mold present and a mold remediation company was needed and suggested WFM. A WFM representative came out to survey and estimate and upon completion stated that they would work everything into their estimate, including any insurance deductible and that if things didn't meet the deductible amount they would 'make it all work out so nothing is out of pocket' and that 'they do this every day, trust me.' After removing the entire drywall area above my shower and removing one small piece of wood that appeared to possibly have mold, my insurance company investigated and found necessary repairs to be substantially under my deductible. When I explained what *** told me, they stated that was exactly the opposite of how things were supposed to work and to tread cautiously. At this point, WFM was contacted and asked to come pick up equipment left at my residence: dryers to keep the room they sealed off dry, assuming. Calling the initial estimator, very unhappy, I was told I'd get a call back and a time was scheduled to pick up items. They missed that appointment and the next they set, instead coming quite late in the evening without notice while I was away, leaving a note with my kids that they spoke with me, etc...never having done so. Nothing about this scenario has seemed on the up and up and I'm left with no shower ceiling and a bill from WFM for *******. Also...there is a mention of a settlement discount. We've never discussed settlement of anything and as this wasn't discussed, I am not paying a 'settlement' fee when nothing has been settled.

  Business response

  03/31/2023

  We have reviewed this claim with the technicians, estimators, and project managers involved without mention of this BBB Complaint, in effort to perform an unbiased internal investigation. The technician that attended the call on the initial day made no mention of their deductible being "worked into" our estimate to be covered. This is not a process or practice that exists in any trade. The deductible is something any homeowner or insurance customer understands they would need to pay as it is explained to them by their insurance agent when they purchase their policy as well as written in their policy. The technician that attended the call is a tenured and highly experience technician in the mitigation and claim handling field. The only comments that *** have caused some confusion with the homeowner is that they could save money for their deductible by doing the rebuild themselves once they've been paid by their insurance. Customers can save money by doing the rebuild themselves and buying cheaper material alternatives to save money. WFM was contracted to perform mitigation services and we performed the necessary services in the affected area as hired to do so. The concern with the customer's bill coming under deductible *** have to do with them not going through the full process with the rebuild contractor. Regardless, it was made clear that we would bill their insurance and settle on a final bill amount with their insurance. Our original estimate submitted to the insurance was of $2467.28, this estimate amount was reviewed by their adjuster and reduced to $1476.65 per specific line item changes requested by the adjuster. Once we made these changes, we consider this claim as 'settled' with their adjuster whom agreed to the final amount. Being that their deductible is higher than our bill, the homeowner must come out of pocket to cover the costs. Once their claim exceeds the deductible, their insurance will kick in and cover the rest of the bill. The homeowner signed our work authorization allowing us to do the work and settle the bill with their insurance. The bill is now settled and we must collect for the services performed and approved by both the homeowner and their insurance. The amount of $1520.95 includes a 3% service fee should the homeowner chose to pay the bill online. This fee is not applied if the homeowner pays cash or via check. 

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Invasion of privacy was immediate. Joseph barged his way into our home at 7pm to falsely claim we had water damage from our above neighbors water heater leaking water. He only pointed a temp gun into the corner of the already cold outside water heater closet. No visible damage was there and there is not a possibility of it since the floor in between is solid concrete. A second opinion confirmed that there wasn't enough damage in the initial leak area to have mold damage repair in that area let alone in our water heater area. Joseph used pressure tactics as well as photographing our home and my drivers license. All of these things were unprofessional as well as unethical. He asked us to leave our door unlocked so he could just re-enter as well as asking about about what entries to the building were unlocked.

  Business response

  09/18/2022

  Business Response /* (1000, 8, 2022/09/08) */ There is no invasion of privacy. We always ask for permission before we go into anyone's home. Joseph knocked at the door and the homeowner answered and let him in there was no barging in the property. If that was the case I'm pretty sure there would've been some type of confrontation because I cannot see the homeowner just letting someone barge into their house. There was water damage caused from the upstairs unit going down. We used our equipment to determine if there was any damages. There was. Again with a pressure tactic statement, we don't forcefully take someone's ID or anything like that the homeowner would've had to hand that over. We don't go into homeowners properties without them letting us in or anything like that. Consumer Response /* (3000, 10, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Joeseph asked and with out me even knowing what was going on he was in my house. so, yes he did barge his way in. after all of this i got a second opinion from a company that is familiar with our building. they told me there is a concrete slab between the floors. it would have to had flooded for the water to make it down. it was only a small leak that was cleaned up right away. It is clearly visible that there is NO WATER DAMAGE. Joseph lied his way in so he could make a buck since this is a commission based company. he took pictures of everything in my home. asked about how much all my stuff was worth. asked about if we keep doors unlocked, etc. i don't like being lied to by manipulative companies looking to scam their neighbors. Business Response /* (4000, 12, 2022/09/13) */ Joseph did not barge in to the property. We take pictures to document the property. That is for insurance purposes when we deal with insurance. We have to document. We didn't lie or manipulate the home owner. The home owner willingly provided his id and also signed consent forms that states in the first line "Do you provide the company with your consent to ask you the following questions and use the data to organize a job plant. The DocuSign document I can provide shows that that email was sent to the homeowners email and he signed it on his phone. We did the inspection on august 22. After the inspection comes the asbestos survey, which he declined on august 23. So no work was done what do ever. Regardless the homeowner declined to go with her services which at that point we voided everything and stopped contact with the homeowner.

*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. ↩