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Complaint Details
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Initial Complaint
10/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Date of service 9.12.2023 Paid $507 for a service which has lead to 10's of thousands in water damage. e - $507. Business flooded basement during service and it has been a disaster dealing with them to fix damages. Nature of the dispute: I am seeking repairs from Jackson Comfort for flooding my home office, compensation for all of my damaged personal property and compensation for work and personal time lost dealing with this issue. The home office was flooded on 9.12 and since then, I have been repeatedly contacting the company to remedy the damage. The company stated that they are submitting an insurance claim to repair the damage and I was last contacted by the insurance company on 9.22. I have been trying to get a hold of the insurance company for the past 10 days and they are also unresponsive. I have documented the communication sequence and events below. ------------------------------ Tuesday, 9.12 08:15 AM Two technicians from Jackson Comfort arrived to install an outdoor hot water spigot and replace the cold water spigot. When installing the cold water spigot, the plumber did not drain the copper pipe before cutting it which caused water to shoot out of the pipe directly into my home office and basement. The next sequence of events can be summarized to: •Water floods my home office and half of basement area (see pictures attached) •Baseboards became warped from water damage •Newly installed sound-proof insulation soaked •Mud tracked all over carpet floors •Plumber scratches my computer monitor with a bucket. Plumber also scratches my desk (see pictures attached) •Cold water spigot was ‘comped’ due to technician flooding basement, but I still paid for the hot water spigot installation •Basement temperature at a constant ~85 degrees for 3 days straight while 8 fans, 1 blower and 1 dehumidifier ran 24/7. •Personal and professional hours lost due to displacement from home office and dealing with company for resolution.
Business response
10/05/2023
Hello! This is an insurance claim and we are in the process of resolving it. The customer has sent the estimates to the insurance company and we are waiting for them to take the next steps for the customerCustomer response
10/09/2023
I am rejecting this response because:
Home Office and Basement was flooded on 9.12. I have been working with Claims adjuster since 9.22. I contacted claims company ~3 times a week from 9.22 until today and Claims representative has been unresponsive and "Out of Office" every single time I've tried. I've left voicemails and sent emails asking for follow-ups from claims representative. On 10.4 I called the representative (again) who actually picked up the phone stating that she is pending estimates from me (which was never previously discussed). I sent the estimates same day (10.4) and have been following up every SINGLE day since 10.4. ****** **** (claims representative) has been out of office and not picked up the phone once over the past week. I left a voicemail with her manager Friday (10.6) asking to speak with him as well.
---Yes, Jackson Comfort has submitted an insurance claim, but 10.12 will mark 1 month since their technicians flooded my home office. Nothing has been resolved in the past month and I work from home, which has caused severe stress when trying to Work from Home.
Customer response
10/11/2023
After speaking with the manager of the claims specialist, manager explained that due to extenuating circumstances, I am being re-assigned a different claims specialist. I spoke to the new claims specialist (*****) the same day and he provided guidance on next steps and expectations for the entire claim. It seems that we are actually getting progress, so I can proceed with closing out this BBB complaint.
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.