Complaints

This profile includes complaints for American Water Damage of DFW's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

American Water Damage of DFW has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  American Water Damage of DFW

  2901 Galleria Drive Arlington, TX 76011

  
• 

  American Water Damage of DFW

  Argyle, TX 76226-1450

• 

  American Water Damage of DFW

  11125 Smoky Oak Ct Argyle, TX 76226-1450

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Water Damage is trying to collect the last payment that we owe for reconstruction to our kitchen. Our kitchen was complete in early December. The issues we raised were emailed to American Water Damage and we didn't receive any contact back since Jan. 6th. We are not wanting to pay for items that were not completed in our kitchen such flooring items (our original floor still exists), new Backsplash (we are using the same Backsplash that we have), final cleaning (no cleaning occurred and I have pictures to show this) and movement of the fridge (this was never done or needed). The last bill is about $3000 but we are only willing to pay for the items that were completed which comes out to about $600. From Jan. 6th to March 20th we didn't hear anything. March 20th we received an email asking for payment which again I asked to speak with manager and that we were not going to pay for things that were not done. On March 21st I was told that they would review our concerns that day. We still have not heard anything from them since March 21st. I do have our conversations in email.

  

  Business Response

  Date: 04/09/2025

  To Whom It May Concern,
  Thank you for bringing this matter to our attention.
  American Water Damage has made contact with the homeowner and is currently engaged in active communication to address and resolve their concerns. We acknowledge the homeowners request for clarification regarding specific line items on the final invoice, and we are in the process of reviewing the details of the project and the scope of completed work.
  Our team has been in recent contact with the homeowner, and we are committed to working in good faith toward a fair and timely resolution. We appreciate the homeowners patience and will continue to communicate transparently as we evaluate the requested billing adjustment.
  Should you need any further updates, we are happy to provide them as progress continues.
  Sincerely,
  
  
  --
  ******* ********
  Operations Manager 

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ********-blow

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Water Damage was contacted by my plumber because of the water damage repairs needed at the end of November 2024. The plumber made the repairs within a few days which i had contacted. Then *** came in soon afterwards and started taking down the damaged sink counter. We filed a home insurance claim which took several weeks to address since *** continued to seen the emails to everyone but the insurance adjuster. I had to intervene and forward the emails to the adjust and then forward the emails back to ***. After this was settled. I was informed first week of February 2024 that the sinks and cabinets would be installed that week. As of today the sinks were installed over a week ago and they are waiting for a plumber to connect all the faucet and reset a toilet that was removed for flooring to be done in one of two bathrooms.This process has taken over two months to restore sinks, cabinets, flooring and resetting of a toilet. When I call and leave a message for a call back. I either get no return call or some else calls and tells me we are at the mercy of the plumbers.

  

  Business Response

  Date: 04/09/2025

  
  We appreciate the opportunity to respond to the concerns raised by Mrs. ****** in BBB Complaint #********. At American Water Damage, we are committed to maintaining transparency and professionalism in every customer interaction, and we take these matters seriously.
  Following the initiation of repairs due to water damage at Mrs. ******* home in late November 2024, our team coordinated with the homeowners plumber to ensure that preliminary repairs were addressed promptly. The plumber completed the necessary work, and our crew began mitigation and removal of the damaged cabinetry shortly thereafter.
  We acknowledge that there were some delays in communication during the insurance coordination process. However, once the insurance claim was settled, our team moved forward with scheduling the restoration work. Cabinets and sinks were installed in February 2025, and as of early March, our team confirmed that a licensed plumber was scheduled to complete the reconnections.
  We are pleased to confirm that:
  Plumbing reconnections were scheduled, completed, and inspected.
  Contact was made with Mrs. ****** to provide updates and confirm work completion.
  The previously outstanding items, including the faucet connections and toilet reset, have now been fully addressed.
  We understand the frustration that delays can cause and sincerely apologize for any inconvenience experienced. We have reviewed internal processes to improve communication and scheduling efficiency to prevent similar issues in the future.
  If there are any outstanding concerns or further action is required, we remain available to assist and ensure a satisfactory resolution for Mrs. ************************************** style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">******* ********
  Operations Manager 

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over charge and refuse to give back my valubles.instead calling insurence calling me to pay their bill and untill i pay they donot give my valubles bavk, mental harrasments calling me and threten me not giving back my belongings instead calling insurece calling me to pay,unethical,

  

  Business Response

  Date: 03/18/2025

  Hello Ms. ***************** am following up on our conversation yesterday. I was attempting to explain that your contents cannot be returned until all invoices are paid in full. Below, I have listed the invoices with the amount due and the most current information we have.
  
  
  * **Water Mitigation:** $9284.81. We received a payment of $4817.85, leaving a balance of $4466.96.
  * On February 10, 2025, at 2:12 PM, we received an email from your adjuster, ***** ******* ***********), stating this payment was for the undisputed amount towards the water mitigation bill.
  * On February 11, 2025, at 8:04 AM, I requested a comparative review from the adjuster to understand any disputes. As of today, I have not received any comparative to review and see what the insurance is and is not paying for. Once I receive this, I can review it and explain in more detail which items are covered and which are not. We will make revisions as we see fit, but completed work will remain on the invoice.
  
  
  * **Contents Invoice:** $6785.92. I received an email from your adjuster, ***** *******, and we have resolved this invoice. They will be sending $5387.83, and once the check arrives, we will consider that invoice paid in full.
  
  
  * **Demo Invoice:** $17,993.26. No payments have been made. AWD is still waiting on a comparative to review.
  
  
  As of today, March 18, 2025, we received a call yesterday from your adjuster stating that a different department will be reviewing your invoices. We have not heard from that individual or department regarding any additional payment or a comparative to review.
  
  
  Please remember that your contract is with American Water Damage. You allowed American Water Damage to enter your property, furnish materials, supply all equipment, and perform all labor necessary to preserve and protect your property from further damage.
  
  
  You also authorized us to negotiate with ******** on your behalf. However, that process is dependent on your adjuster's responsiveness.
  
  
  As the policyholder with a contract with ********, your involvement is crucial at this stage. I recommend following up with your insurance twice a day, once in the morning and once in the afternoon, until your invoices are resolved and paid in full.
  
  
  Here are some additional steps you can consider:
  
  
  1. Cover the difference that the insurance company is unwilling to pay.
  2. Escalate the matter by involving a supervisor at ******** to seek resolution.
  3. File a complaint with the ***************************** based on possible mishandling of the claim or breach of contract.
  4. Pay the amount offered by the insurance company and consider hiring a public adjuster for further assistance on collecting the balance due.
  
  
  I have attached your invoices to this email for your convenience.
  
  

  Customer Answer

  Date: 04/11/2025

  Complaint: 23076648
  
  I am rejecting this response because:
  

  I am requesting reopen the complain regarding american water damage.

  I have insurence still they are sending email large amount due money.they even took from me $300 .i am really very stressed out and i have night *****.i have only $2000 deductable ,they left me almost 2 months in dust after they removed my floor.wanting my insurence to pay more. then i got my own contractor and finished work.i just can not take any more this  stress.even earlier they were calling my house to collect money,saying insurence not paying and also they threten not giving my belongings  after i talked to BBB they return my stuff.they extreamly over charge

  Thanks.please send me message.thanks

  ******

  
  Regards,
  
  ****** ***

  

  Business Response

  Date: 04/13/2025

  We appreciate the opportunity to respond and clarify the status of this account.

  
  ******************** Mitigation Invoice
  Total Amount: $9,284.81
  Payment Received: $4,817.85
  Outstanding Balance: $4,466.96

  
  On February 10, 2025, at 2:12 PM, we received an email from your assigned adjuster, ***** ******* ***********), indicating that the payment issued was for the undisputed portion of the water mitigation invoice.

  
  The following morning, on February 11, 2025, at 8:04 AM, we formally requested a comparative review from the adjuster to better understand the disputed items and determine what may or may not be covered by your policy. As of the date of this response, we have not received any comparative documentation to review. Once received, we are more than willing to assess it and revise the invoice where appropriate. However, any services completed and documented will remain on the invoice.

  
  Demo Invoice

  
  Total Amount: $17,993.26
  Payment Received: $0.00

  Status: Still awaiting a comparative review from Allstate for further evaluation.

   

  We would like to remind you that your service agreement is directly with American Water Damage. You authorized our company to access your home, furnish materials, provide equipment, and perform all necessary labor to mitigate and prevent further property damage. You also authorized us to communicate and negotiate directly with your insurance provider on your behalf. Unfortunately, our ability to move forward is directly affected by the lack of responsiveness from your assigned adjuster. As the named policyholder, your involvement at this stage is essential in expediting the claim resolution process.

  
  We recommend the following actions:
  1. Follow up with your adjuster consistentlyideally twice daily (morning and afternoon)until full resolution is achieved.
  2. Cover any shortfall your insurance is unwilling to pay directly.
  3. Contact a supervisor at ******** to escalate the issue and request prompt action.
  4. Consider filing a formal complaint with the ***************************** regarding claim handling delays.
  5. Pay the amount already offered by your insurance and consult a public adjuster if you wish to pursue the remaining balance further.

  
  We remain committed to working with you and your insurance provider to resolve all open balances fairly and promptly. If you have any questions, please do not hesitate to reach out to our office.

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thank you for your help.We used American Water Damage (AWD) to repair winter-storm related water damage in our upstairs bathroom, focused on the shower and tub. They were able to address the leak and repair our second floor ceiling (where the most damage occurred.) We chose to use the company for our remodel, as well. And that is where the issues began. The project was "completed" in November with incredibly poor work. Currently, our shower floods into the bathroom because the drain is installed incorrectly. The bathtub has had standing water inside for more than a month because it too will not drain. We have contacted AWD multiple times and even got them out once to see the problem firsthand. Since then, they have been completely unresponsive or no-show on appointment day. We have been left with a non-working bathroom for more than 8 months now (remodel work began in summer 2024) after ********** paid AWD more than $20,000. PDF show months of texts between subcontractor (****) and AWD project manager (****.) Images show bathroom flooding, exposed pipe, non-working bathtub.

  

  Business Response

  Date: 02/13/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you have encountered with your bathroom remodel and for any frustration this situation has caused. We take your concerns seriously and are committed to making this right.

  
  We acknowledge the improper installation by the previous subcontractor, and we regret the delays and communication lapses you have experienced. To resolve this matter, we have taken corrective action by engaging a new, highly qualified vendor who began work on February 2 to properly address and rectify the installation issues. Their scope includes correcting the shower drain installation and ensuring the bathtub functions correctly. Our team will oversee this work closely to ensure it meets our quality standards.

  
  We value your patience and will provide you with regular updates on the progress of these repairs. Please feel free to reach out to ************** should you have any questions or concerns in the meantime.
  Again, we apologize for the inconvenience and appreciate the opportunity to resolve this issue. We are committed to ensuring your complete satisfaction with the final results.

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Residential Mold Restoration and ******************************* -Homesite Contractor - American Water Damage DFW Initial contact with company was June 10, 2024 I paid my deductible of $500.00 to ********************** has paid $23,840.11 as of 8/14/2024 *one check is at **************** to be endorsed and they will send it to AWD. *** committed to **************** and Rebuild and it has been approved by insurance estimate and paid less depreciation which will be paid by insurance at completion of rebuild. My kitchen has been demolished since June and they have not made any efforts to rebuild it even though they have been paid by me and the insurance company more than %50 of the claim per adjuster. No, *** has not attempted to resolve my issue and instead has asked me to pay by personal check even though they have more than sufficient payments from the insurance company.

  

  Business Response

  Date: 08/20/2024

  On Friday, August 16, 2024, ***** ***, Project Manager at American Water Damage, met with the homeowner and her daughter, along with one of the crew leaders from American Water Damage. They conducted an inspection of the kitchen area, discussed the scope of work, and formulated a plan to restore the kitchen efficiently.
  
  ******* *******, Operations Manager at American Water Damage, also arrived at the residence to engage with the team and review the project.
  
  At the conclusion of the meeting, the homeowner and her daughter expressed their appreciation for ******* support throughout the process. They specifically noted his responsiveness to their inquiries and his clear explanations of the procedures involved.
  
  As a result of the discussions, ***** and the crew leader will provide the homeowner with a start time for the necessary repairs.

  Customer Answer

  Date: 08/26/2024

  Complaint: 22142549
  
  I am rejecting this response because the resolution is for the company to start the work and finish the job and that has not been done. The work is suppose to begin today, August 26. 
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 09/04/2024

  The project did not commence on August 26, 2024, as originally scheduled. The initial crew assigned to the project expressed their unwillingness to undertake the work. In response, Project Manager ***** promptly coordinated an alternative crew to begin the project for the Mollers the following day, ensuring that the repair schedule could be adhered to as closely as possible. 
  
  Maintaining customer satisfaction for ****************************************************************** is a priority for our entire team, as is completing repairs efficiently. Many homeowners may not fully appreciate the challenges involved in assigning the appropriate crew to a project, as well as the complications that can arise from unforeseen circumstances that may cause delays.
  
  To date, the project has seen the installation of insulation, drywall, textured walls, and paint. Additionally, kitchen cabinets have been replaced and painted. During the course of repairs, it was identified that the gas valve in the kitchen required replacement for safety purposes. We have scheduled this replacement to ensure the homeowner's safety.
  
  The project is progressing well and is expected to reach completion within the next week or two.

• Initial Complaint

  Date:06/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the morning of Feb 6, 2024, we noticed water on the floor near the dishwasher and called a plumber. The plumber came to the house, shut off the water to the dishwasher and recommended a phone call to AWD who I was not familiar with. *** performed the following services that day: 1) Used their water moisture reading meter gauge around the dishwasher area and recommended I file a claim with my insurance USAA, indicating that the 'damages' could be upward of $40k. 2) They returned later in the day with one dehumidifier and 3 small fans to help dry the area. At both visits I inquired about the service costs and they could not tell me. The next day, I called AWD to get an estimate of repairs and costs associated with my case and I never heard back from them, nor any communication of fees or charges for the equipment. I grew suspicious of this and on Fri, Feb 9 when AWD came to the house with his 'water moisture reader', I told him to remove all of their equipment. The next communication from AWD was 6 weeks later (Tues, March 26th) via SMS with a link to pay $3,608.76. We requested an itemized bill which we received on May 20. The itemized bill highly misrepresented virtually all of the services delivered relative to their minimal service and seemed to be extreme price gouging. The entirety of their work (monitoring) was to take moisture readings twice (which took a few minutes to complete), plug in 3 fans and a dehumidifier, and subsequently unplug/remove the 4 pieces of equipment from the house. The man hours of work at our home was about 1 hour total. We are being billed for services that were not performed nor requested. We subsequently sent the manager a letter (attached) stating our disagreement and proposed an amount $715 predicated mostly on their rates, an amount well over what we believe is reasonable which they cashed. Now they are billing us for a slightly lower amount but with no itemization and threatening to put a lien on the house.

  

  Business Response

  Date: 06/21/2024

  Based on the contract you have signed, AWD was authorized to enter your property to perform services. It was also agreed that you would be responsible for any expenses not covered by insurance. Below are some key points from your contract, along with an attachment signed by *******************

  *** Per the contract signed by the insured.

  Contract Agreement Section Agreement: I, the Owner/Agent for the job site listed below, authorize American Water Damage of DFW, hereinafter sometimes referred to as American Water Damage to enter my property, furnish materials, supply all equipment and perform all labor necessary to preserve and protect my property from further damage.Contract Assignment of ********* Benefits and Direct Payment Authorization Section Assignment of ********* Benefits and Direct Payment Authorization Section:I hereby assign any and all insurance rights, benefits, and proceeds under any applicable insurance policies to American Water Damage., I agree that any portion of work, deductibles, betterment, depreciation or additional work requested by the undersigned, not covered by the insurance, must be paid by the undersigned on or before its completion. And Payment Terms to American Water Damage are net-30 days. Late charges of 1.5% monthly are charged to any and all unpaid balances. American Water Damage Shall be entitled to reimbursement for costs of collection (including reasonable attorneys fees and cost) of unpaid amounts by Owner/Agent and for reasonable attorneys fees and cost for breach, or enforcement, of any terms of this entire service agreement.

   

  Estimated Cost - Section All Services to be provided will be invoiced utilizing Xactimate, an industry standard software billing program. All scheduled costs published by Xactimate are considered normal and customary pricing guidelines within the restoration and insurance industry. Once all services are complete an itemized service invoice utilizing Xactimate will be generated. This service invoice will be forwarded to the policyholder and the insurance adjuster for final payment.

   

  Calendar Usage: - Section Usage is deemed to begin at the time of arrival and to the following midnight regardless of the particular hour in which the usage occurs. It is further understood that any portion of a day constitutes a days usage and will be considered a full and complete day. All usage is for a three (3) days minimum. Customer agrees that in the event any portion of the equipment being used has unforeseen malfunctions not limited to breakage, leakage, and/or other occurrences that it/his/her/they are still liable for the cost of usage based on calendar usage. Any compensation for unforeseen equipment downtime will be affected through additional usage only. Customers shall hold the company, or their assignees, harmless from any claim of damages as a result of workmanship or equipment malfunctions.Please ensure that all drying equipment is allowed to run and not be shut off and/ or unplugged, moved or adjusted. Please do not open doors or windows unless instructed by American Water Damage Technician, as this may ****** the drying process. Please minimize entering the affected areas. Customers understand that they are responsible for any of the American Water Damages Equipment while on your property. This includes but is not limited to loss, theft, damaged by additional water damage or vandalism. All equipment is listed by number on monitoring forms. Please be careful! The tackles strip and power cords along the wall and in doorways are a hazard even when covered, and floors may be slippery, especially when wet. Please walk cautiously.
  
  
  
  
  
  We would like to inform you that American Water Damage has received notification from your insurance company indicating that the water mitigation invoice falls below your deductible amount. This means that you are required to pay your deductible before any insurance funds will be disbursed towards the claim.We wanted to assure you that we have carefully reviewed the letter you provided to us. In an effort to assist you, we have made adjustments to the invoice and revised it to a lower amount as a gesture of goodwill.
  
  
  
  American Water Damage, utilizes Xactimate, a reputable insurance billing software that accurately calculates prices based on the specific zip code and date of the incident. Therefore, the assertion that AWD invoice is "extreme price gouging" is without merit.
  
  
  
  With this being said I have reviewed your invoice. please see below.
  
  
  Could you please provide details regarding the expertise, licenses, and equipment utilized to support the assertion made in your letter regarding the effectiveness of the equipment in addressing moisture. Your insurance provider mandates daily monitoring visits as outlined in the drying log to monitor the progress of the drying procedure. Instructing us to retrieve the equipment on the 9th resulted in you signing a special conditions release of liability, acknowledging that the area was not yet dry at the time of equipment removal.
  
  
  
  1. Emergency Service Call - An employee has been redirected from their current task to attend to this urgent situation. This aligns with the Xactimate line items protocol. It is customary for reputable companies within various industries such as plumbing, locksmithing, and electrical services to have service calls, and mitigation companies are no exception. However, it should be noted that unless a company is designated as the preferred vendor for an insurance provider, such as ServePro with USAA, they may have signed a contract that waives the billing for service calls. Please be advised that AWD is not a designated vendor for USAA.
  
  
  2.Personal Protective Equipment (PPE) - Personal Protective Equipment - Personal protective equipment (PPE), which is frequently referred to as "PPE," is equipment that is worn in order to reduce exposure to hazards that can lead to severe workplace injuries and illnesses. These injuries and illnesses can arise from contact with chemical, radiological, physical, electrical, mechanical, or other workplace hazards. Personal protective equipment encompasses a range of items including gloves, safety glasses, safety shoes, earplugs or earmuffs, hard hats, respirators, as well as coveralls, vests, and full body suits. AWD has attached a photo of PPE being worn on your job.
  
  
  3. LABOR HOURS - Equipment setup, take down, and monitoring - American Water Damages considers this to be a reasonable and justifiable expense that encompasses the labor involved in traveling to the job site, delivering, setting up, inspecting, moving, adjusting, monitoring, taking moisture readings, and/or removing dryers and dehumidifiers, among other tasks. It should be noted that certain jobs may require a significant amount of time spent in traffic on the way to the job site. 
  Line #3 pertains to regular working hours, which are designated as Monday - Friday from 8am to 5pm. Line #4 covers after-hours work, which includes Monday - Friday from 5pm to 8am, weekends, and holidays. However, American Water Damages utilizes a third party to monitor employee clock-ins and clock-outs for each job. The company adheres to State Labor Laws, which prohibit any unauthorized adjustments to an employee's working hours. In the event of any disputes regarding the hours logged for a particular job, clients are encouraged to contact the **************** of Labor.
  
  
  
  
  
  
  4 & 12. Equipment Decontamination (Air Movers, Dehumidifiers & Air Scrubbers) - AWD employs a maintenance supervisor who meticulously cleans and disinfects all equipment, tools, and vehicles prior to their deployment on site. The cost for this service, which includes wiping down equipment, application of germicide, and labor, is accounted for in the Xactimate pricing system. AWD has made efforts to negotiate with you by adjusting and reducing the cleaning charges as necessary.
  
  
  5. Haul Debris - AWD has removed the charge
  
  
  6. Fuel Surcharge - AWD has removed the charge in an effort to reach a compromise
  
  
  7. Dishwasher - Detach & reset - No changes made
  
  
  8. Clean Floor - AWD has removed the charge in an effort to reach a compromise 
  
  
  9. Anti-Microbial - Antimicrobial treatment is utilized for the purpose of managing and inhibiting growth. This procedure is promptly executed, and unless substantiated evidence is presented to demonstrate that the task was not carried out, the associated amount will remain on the invoice.
  
  
  10 & 11. Equipment (Air Movers, Dehumidifiers) - The duration required for operating air movers and dehumidifiers has been adjusted to align with your letter stating the equipment was placed on Feb 6th and picked up on Feb 9th.
  Day1 - 6th
  Day2 - 7th
  Day3 - 8th
  Day4- 9th
  As specified in the contract, AWD equipment is billed based on calendar days.
  
  
  
  Overhead & Profit - I acknowledge that you, someone else or the adjuster maintains the position that overhead and profit are deemed "NOT WARRANTED," however, American Water Damage asserts its entitlement to Overhead and Profit in accordance with the order from the **************** of ********* (TDI). American Water Damage operates as the general contractor overseeing various facets of the job, including water mitigation, reconstruction, pack-outs, abatements, and other related services. The assertion that it is "not warranted" appears to be a tactic employed by the insurance company to avoid payment for these services. I am amenable to collaborating with you to address this matter, including the removal of overhead and profit from the invoice. Nonetheless, it should be emphasized that American Water Damage has acted in accordance with standard industry practices by including overhead and profit in the invoice.

   

  American Water Damage responded promptly and professionally in all aspects, from service to invoicing. There will be no further adjustments to the invoice. The balance due at this time is still $ 1910.53

• Initial Complaint

  Date:06/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -AWD stated they would negotiate with insurance regarding billing. They have not- we have been contacted repeatedly and threatened with legal action due to nonpayment while we were waiting for insurance to process our claim. We were in contact with AWD, and they were aware that we were working with insurance. Our claims agent never received any communication from AWD to our knowledge. Our insurance stated that the charges listed were highly inflated and that they would be unable to pay anything over $1825.00 without additional proof of service necessity. AWD has not provided this, and harasses us to pay.- AWD instructed us to not communicate with insurance, that we were to give anyone who called minimal information as insurance likely would not cover our claim without their help.-travel time listed was maximal as we were billed for an hour of travel time for less than 5 minutes. AWF purposely scheduled visits 40+ miles apart for routine machine checks/maintenance.-several techs showed up to our home unannounced, which we were also billed for. We requested no one to come out as the machines were functioning just fine, and they continued to come. The spot was dry within 24 hours, we turned the machines off days before they were picked up. Charges on the bill indicate machines ran continuously.-Charges for after hours- no work was completed outside of the business day. Nothing about our situation was emergent, so an after hours charge is not accurate.-The contract did not specifically list the prices charged for the anticipated services, nor was a comprehensive bid provided prior to service completion. Listed costs are arbitrary as we never agreed to pay the amounts they seek.-reimbursement for the remodel deposit/bid that AWD provided. AWDs bid was inaccurate and shorted the amount necessary for repairs by nearly $10,000, making it useless. All of the repairs have been completed, so the $300 deposit paid we paid for remodeling is no longer necessary.

  

  Business Response

  Date: 06/20/2024

  American Water Damage makes an effort to engage in negotiations with your insurance provider, as evidenced by the revised water mitigation invoice you presented on the BBB complaint. This demonstrates our commitment to working with your insurance company on your behalf.
  Based on the contract you have signed, AWD is authorized to enter your property to perform services. It was also agreed that you would be responsible for any expenses not covered by insurance. Below are some key points from your contract, along with an attachment signed by ***********************.
  *** Per the contract signed by the insured.
  
  Contract Agreement Section
  Agreement: I, the Owner/Agent for the job site listed below, authorize American Water Damage of DFW, hereinafter sometimes referred to as American Water Damage to enter my property, furnish materials, supply all equipment and perform all labor necessary to preserve and protect my property from further damage.
  
  Contract Assignment of ********* Benefits and Direct Payment Authorization Section
  Assignment of ********* Benefits and Direct Payment Authorization Section:
  I hereby assign any and all insurance rights, benefits, and proceeds under any applicable insurance policies to American Water Damage., I agree that any portion of work, deductibles, betterment, depreciation or additional work requested by the undersigned, not covered by the insurance, must be paid by the undersigned on or before its completion. And Payment Terms to American Water Damage are net-30 days. Late charges of 1.5% monthly are charged to any and all unpaid balances. American Water Damage Shall be entitled to reimbursement for costs of collection (including reasonable attorneys fees and cost) of unpaid amounts by Owner/Agent and for reasonable attorneys fees and cost for breach, or enforcement, of any terms of this entire service agreement.
  
  
  Estimated ****** ************** Services to be provided will be invoiced utilizing Xactimate, an industry standard software billing program. All scheduled costs published by Xactimate are considered normal and customary pricing guidelines within the restoration and insurance industry. Once all services are complete an itemized service invoice utilizing Xactimate will be generated. This service invoice will be forwarded to the policyholder and the insurance adjuster for final payment.
  
  Calendar Usage: - Section
  Usage is deemed to begin at the time of arrival and to the following midnight regardless of the particular hour in which the usage occurs. It is further understood that any portion of a day constitutes a days usage and will be considered a full and complete day. All usage is for a three (3) days minimum. Customer agrees that in the event any portion of the equipment being used has unforeseen malfunctions not limited to breakage, leakage, and/or other occurrences that it/his/her/they are still liable for the cost of usage based on calendar usage. Any compensation for unforeseen equipment downtime will be affected through additional usage only. Customers shall hold the company, or their assignees, harmless from any claim of damages as a result of workmanship or equipment malfunctions.
  
  Please ensure that all drying equipment is allowed to run and not be shut off and/ or unplugged, moved or adjusted. Please do not open doors or windows unless instructed by American Water Damage Technician, as this may ****** the drying process. Please minimize entering the affected areas. Customers understand that they are responsible for any of the American Water Damages Equipment while on your property. This includes but is not limited to loss, theft, damaged by additional water damage or vandalism. All equipment is listed by number on monitoring forms. Please be careful! The tackles strip and power cords along the wall and in doorways are a hazard even when covered, and floors may be slippery, especially when wet. Please walk cautiously.
  
  You have not been repeatedly threatened with legal action. Instead, you have received a single packet in the mail that contained a demand letter, intent to lien, as well as helpful information such as your Homeowner Bill of Rights, public adjuster information, and **************** of ********* information. These resources can be utilized to hold your insurance accountable for covering legitimate claims.
  
  I am unsure of the reasons behind the inaccuracies presented in this complaint. You and your adjuster have been copied on numerous emails containing the invoice, photos, and drybook report and request for payment.
  3/27/2024 8:15 AM
  4/3/2024 4:41 PM
  4/29/2024 2:46 PM
  5/16/2024 4:40 PM
  5/25/2024 6:16 PM
  6/18/2024 12:54 PM
  American Water Damage, utilizes Xactimate, a reputable insurance billing software that accurately calculates prices based on the specific zip code and date of the incident. Therefore, the assertion that our invoices are "Highly Inflated" is without merit.
  Please be advised that State Farm is currently utilizing customized pricing for this specific loss. The appropriate price list to be referenced is TXDF8X_MAR24, yet State Farm is utilizing TXDF28_MAR24 instead.
  As for the adjuster, it is their responsibility to thoroughly investigate and verify the claim. This includes gathering evidence to support or refute the work completed. For instance, it is their duty to conduct on-site visits, capture your own photographs, and measure moisture levels to substantiate the claim. Why was the task not completed as expected?
  The reason why American Water Damage recommends a public adjuster is because they can represent your interests and possesses the necessary expertise to interpret policy language. It is our belief that your adjuster at ********** is primarily focused on minimizing costs for the insurance company. It is important to review the exclusions section of your policy to determine whether any disputed line items are covered. If clarification is needed, a public adjuster can assist in presenting a case for why these items should be included in the coverage provided by the insurance policy.
  It is our belief that communication with the insurance company is essential in ensuring transparency and providing a seamless process for all homeowners. Please rest assured that at American Water Damage, we encourage and support open communication throughout the entirety of the project. Please provide the name or description of the individual who instructed you not to communicate with your insurance provider.
  At American Water Damage, we strive to ensure prompt service by scheduling the next available technician as closely as possible to the designated time for follow-up visits. American Water Damage did not intentionally schedule visits more than 40 miles apart for routine appointments. Please provide evidence to support this claim.
  Your insurance provider requires daily monitoring visits as documented in the drying log to track the progress of the drying process. Instructing us not to attend these visits can lead to complications in billing, as insurance companies may refuse to cover costs if monitoring is not conducted as required. We arrived on 3/13/24 to start the work, 3/14/24 we monitored and sprayed anti-microbial, 3/15/24 we monitored and the stated the flooring was still holding high moisture
  Could you please provide information on the expertise, licenses, and equipment used to facilitate the drying process for the affected area referenced as "SPOT" in your complaint? The drybook indicates that three different rooms with various materials required drying.
  
  It should be noted that equipment rental is charged based on a per calendar day basis, as outlined in the contract signed by ****. The contract specified a minimum dryout period of three days, in alignment with IICRC standards for drying procedures.
  
  I have reviewed the invoice and information from State Farm for comparison purposes. 
  LINES FROM AWD WATER MITIGATION REVISED INVOICE
  1. ***************** Call - State Farm Paid
  2. Personal Protective Equipment (PPE) - Personal Protective Equipment - Personal protective equipment (PPE), which is frequently referred to as "PPE," is equipment that is worn in order to reduce exposure to hazards that can lead to severe workplace injuries and illnesses. These injuries and illnesses can arise from contact with chemical, radiological, physical, electrical, mechanical, or other workplace hazards. Personal protective equipment encompasses a range of items including gloves, safety glasses, safety shoes, earplugs or earmuffs, hard hats, respirators, as well as coveralls, vests, and full body suits. I am willing to remove the charge $97.65 in an effort to reach a compromise with you.
  3. Regular LABOR HOURS - State Farm Paid
  4. After Hours LABOR HOURS - State Farm did not Pay
  Line #3 pertains to regular working hours, which are designated as Monday - Friday from 8am to 5pm. Line #4 covers after-hours work, which includes Monday - Friday from 5pm to 8am, weekends, and holidays. I have provided documentation to support days were worked after 5pm.
  5, 10 & 14. Equipment Decontamination -  AWD employs a maintenance supervisor who meticulously cleans and disinfects all equipment, tools, and vehicles prior to their deployment on site. The cost for this service, which includes wiping down equipment, application of germicide, and labor, is accounted for in the Xactimate pricing system. AWD has made efforts to negotiate with insurance adjusters by adjusting and reducing the cleaning charges as necessary.
  6. Haul Debris - AWD has removed the charge in an effort to reach a compromise with the insurance adjuster.
  7. Fuel Surcharge - AWD has removed the charge in an effort to reach a compromise with the insurance adjuster.
  8 & 11. Anti-Microbial - Antimicrobial treatment is utilized for the purpose of managing and inhibiting growth. This procedure is promptly executed, and unless substantiated evidence is presented to demonstrate that the task was not carried out, the associated amount will remain on the invoice.
  9. Dehumidifiers -  AWD initially placed an Extra-Large dehumidifier on-site due to availability. It is common practice among Certified IICRC S500 professionals to size up rather than down when selecting dehumidifiers. Despite this, AWD will compromise and adjust the dehumidifier from Extra-Large to Large in order to accommodate the insurance adjuster's request. It is important to note that dehumidifiers are placed in individual ******** for optimal effectiveness.
  12. Air Scrubber + (Filter) - The duration required for the utilization of the air scrubber will be amended to align with the adjuster's request, now set at a period of 2 days and the filter to .25.
  Overhead & Profit - I acknowledge that you the adjuster maintains the position that overhead and profit are deemed "NOT WARRANTED," however, American Water Damage asserts its entitlement to Overhead and Profit in accordance with the order from the **************** of ********* (TDI). American Water Damage operates as the general contractor overseeing various facets of the job, including water mitigation, reconstruction, pack-outs, abatements, and other related services. The assertion that it is "not warranted" appears to be a tactic employed by the insurance company to avoid payment for these services. 
  
  I am amenable to collaborating with you to address this matter, including the removal of overhead and profit from the invoice. Nonetheless, it should be emphasized that American Water Damage has acted in accordance with standard industry practices by including overhead and profit in the invoice.
  I have made additional revisions, and a revised copy will be sent to you and your insurance company one ready.

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted for the first time today and said State Farm sent me a check for them. They sent me a check for rebuild and said they would work with awd not me. I got a call today saying I owe ********* first I had heard of this. The pack out was ********* which I was told just to move the large furniture. I had a discussion with the guy before and he said they would just pack out master and ****** he said that is it because text was not affected they ended up taking everything out of closet and left me no clothes. I called for 2 werks to get clothes and no response until today when they said I owe 21,00.00 I contacted State Farm and they said they have not negotiated with them. The lady at AWD said I am sorry you chose a crappy insurance company. I told her about packout and all other lies on the invoice and she said oh well write them down and email me. The ****** dollars is more than all the damages. Very unprofessional trying to talk to them on the phone. I said done of this never happened she said how do you know where you glued to the techs hip? I said they charged for haul off and fuel and dump charges but we hauled off the vanity and granite that was left in the bedroom. They charged to remove and clean area, nothing removed or cleaned nails all over floor. They charged for 80 something boxes. Many of the boxes they left had very little in them. One box had 1 pill bottle and one chapstick another had a glass ring box not wrapped and 4 other small things. They they said it took 56 hours for pick out most of the stuff except the bed and dresser and recliner I moved except closet which should have never been touched.

  

  Business Response

  Date: 04/19/2024

  ******************,
  
  As per our discussion yesterday on April 18, 2024, we kindly requested that you review the invoices in question with your insurance company and provide a detailed list of any discrepancies to ***************************************************************************** for all three outstanding invoices outlined below. Upon receipt of your detailed list, our revision department will promptly review the information.
  
  To date, we have not received any correspondence from you or your State Farm adjuster regarding any disputes.
  
  The details of the outstanding invoices are as follows:
  - Water Mitigation invoice: $5,911.41
  - Contents Invoice: $14,539.98
  - Demo Invoice: $2,020.27
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 04/21/2024

  Complaint: 21595127
  
  I am rejecting this response because:
  I had not responded to them because that was the first time I had heard from them after trying to get someone to call me for 2 weeks.  I finally get a call because they want money.  I spoke to State Farm and they said the bills are just now in their water mediation department.  I will send the email from me but they have not even worked with State Farm for payment.  
  

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

  

  Business Response

  Date: 04/22/2024

  Could you please provide an estimated time of arrival for when AWD can expect to hear from the ******************** water mitigation department? We are eager to address these concerns promptly. Thank you.

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company did provide some services to my mother for her water damage control on February 10 of 2024. Their services lasted about two weeks. They came out and they pulled up some tile flooring in the hallway and they cut a couple of pieces of carpet out ofthree bedrooms at the entryway and they put fans in the rooms and they put a dehumidifier in the hallway. They never told her about how much any of this would cost. She called them to remove the fans and it took them about three days to come pick them up. Meanwhile, still being charged for use I called ************** time to get an estimate of cost and they said they were still preparing everything We finally get an invoice on February 28 for $8000 and then we get an additional invoice on march 14 for $4000 which was labeled mitigation number 1 the first invoice that we received for the $8000 was labeled mitigation 2. I called today to discuss the charges and spoke with ******** so I asked her about the $12,000 charges for bringing out fans and she rudely and disrespectfully replies to me and says I clearly dont know what it takes or have the fundamental knowledge of a water restoration company Therefore, I cant tell her what to charge my mom. I am not saying that we will not pay for any of their services but $12,000 is an overcharge and she knows it because she wouldnt have stated that my mom needed to do her due diligence before calling her company and then hanging up in my face.Before hanging up, I did rudely respond to her rudeness. However, I am asking the BBB to help us reach a settlement payment. My mother is a retired teacher who had to go back to work to pay her bills. I dont appreciate this company taking advantage of her, because had she known ahead of time how much this may cost her she would have gone another route, but she was clearly deceived.

  

  Business Response

  Date: 04/03/2024

  Per the agreement signed by the insured party, *********************, the following provisions apply:
  
  Contract Agreement Section
  The agreement stipulates that the Owner/Agent authorizes American Water Damage of DFW, hereinafter referred to as American Water Damage, to enter the property, provide materials, equipment, and labor necessary to preserve and protect the property from further damage.
  
  Furthermore, it was agreed that all invoices would be billed through the insurance company using the Xactimate billing software, as stated in the contract language below.
  
  Estimated ****** ************** services provided will be invoiced using Xactimate, an industry-standard software billing program. The costs published by Xactimate are considered standard pricing guidelines within the restoration and insurance industry. Once all services are complete, an itemized service invoice utilizing Xactimate will be generated and forwarded to the policyholder and insurance adjuster for final payment.
  
  It should be noted that no email address was provided for **************** to receive invoices directly. All invoices were submitted to the insurance company on Feb 20th, 2024. ******************** daughter inquired about the invoices, and after explaining the situation regarding the insurance coverage, it was clarified that **************** would be responsible for payment.
  
  I attempted to explain to the daughter that AWD invoices are processed through the insurance billing program Xactimate, which follows fair and reasonable pricing standards based on industry norms and the homeowner's specific circumstances.
  
  Additionally, it is important to highlight that AWD's services extended beyond ******************* to include demo work, service calls, equipment decontamination, and labor billed accordingly.
  
  To remedy the situation, I am willing to offer **************** a discount in the amount of $2,170.24, resulting in revised costs for Water Mitigation #1 at $6,685.46 and Water Mitigation #2 at $4,165.55, totaling $10,851.01.
  
  Furthermore, financing options through GreenSky for American Water Damage services are available to facilitate the payment of any outstanding balances or deductibles through monthly installments without requiring a down payment. Various plans are offered, including:
  - 2521: Interest-free if paid in full within 12 months, with no payments due in the first 12 months, followed by 84 monthly payments.
  - 2631: Interest-free if paid in full within 18 months, including the promotional period in the 84 monthly payments.
  - 9998: Fixed-rate plan for 180 months.

  Customer Answer

  Date: 04/10/2024

  Complaint: 21524067
  
  I am rejecting this response because: 

  no estimate was given upfront after several requests. This appears to be price gauging of a senior citizen. Email was provided, this is how we received invoices prior to stated date by the company. I do know companies of your type bill insurance and individuals differently. Once again we arent denying that you provided a service however your charges are outrageous. 50% of total charges we could properly manage to pay as an individual.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 04/11/2024

  AWD has consented to a fifty percent reduction in the total amount of all invoices, as per the complaint message received from *********************** through BBB, stating: "50% of the total charges we could properly manage to pay as an individual."
  
  Calculation:
  WM #1: $4,998.67
  +
  WM #2: $8,022.58
  Total: $13,021.25
  50% reduction: $6,510.62
  
  Payment link will be provided.

  *******************************
  
  May I inquire as to when AWD can anticipate receiving payment?

  *** Please note that the calculations are derived from the original invoice amounts, and not from invoices that have been discounted previously.

   

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 3, 2024, I discovered a leak from my garbage disposal that had caused some damage to the cabinet beneath the disposal. Based on the plumber's recommendation, I hired American Water Damage *** (AWD) to remediate the damage. AWD immediately submitted a claim to my insurance company. After some work had been done, AWD asked what my insurance deductible was and immediately billed me for that amount, which I paid promptly. Concerned about AWD's ethics, I called the plumbing company to ask about their relationship with AWD and was informed that the company no longer does business with AWD due to their questionable business practices and customer complaints. Based on this information, I immediately stopped work. I then asked ******* at AWD what my current balance was with the company. She told me it was zero.I learned from my insurance company that AWD had no right to know what my deductible was in the first place, and they should not have contacted me directly for payment. My naivete about the process has cost me dearly. Since then, AWD has left countless voicemails asking to start work again. On March 14, I received a text message about a second invoice from AWD. The text included a link through which I could make payment. They sent an invoice by email. An additional voicemail message told me they are sending the invoice because my insurance company had reimbursed me for damages. The insurance company rejected many inappropriate charges that AWD submitted to them directly. The invoice I received contained charges for tasks that were not performed. Perhaps more telling is the fact that the invoice did not reflect a credit for the amount I paid in January.AWD is hyper-focused on getting as much money as they can from insurance companies and, failing that, its customers. Beware American Water Damage ***. They are a highly unethical company motivated by the desire for maximum insurance payments whether or not the work is actually done.

  

  Business Response

  Date: 03/15/2024

  I have received your complaint filed with the Better Business Bureau, and upon further review, I have noted that your deductible has been applied to the reconstruction account. It has come to my attention that you are not utilizing American Water Damage for the reconstruction services, and the funds in question can be returned provided that all accounts are settled in full. Currently, there is an outstanding water mitigation balance of $4610.66 on your account. I am willing to transfer your deductible of $3110 to the Water Mitigation account, which will leave a remaining balance of $1566. 
  
  While I understand that your insurance provider informed you that we had no right to inquire about your deductible, I would like to clarify that there are no restrictions or laws prohibiting us from obtaining this information. It is perfectly legal for us to be aware of your deductible, should you choose to disclose it. American Water Damage did make attempts to contact you via voicemail in order to schedule a repair estimate, however, it appears that you did not respond to these messages. A simple indication of disinterest would have sufficed and may have prevented the accumulation of multiple voicemails.
  
  Your insurance company, Travelers, has informed us that they have compensated you for water mitigation services, but have also excluded certain items that they were unwilling to cover. American Water Damage made efforts to negotiate these items with Travelers, including removing overhead and profit, service call charges, fuel surcharges, and adjusting equipment decontamination fees to cleaning charges. 
  
  It has been brought to my attention that you have been led to believe that the work was not completed, but I must clarify that this statement is inaccurate. American Water Damage provided you with an itemized invoice, and should you have any questions or concerns regarding the billed line items, I encourage you to provide supporting evidence to refute the work performed. 
  
  Our company utilizes the insurance billing system Xactimate, which bases pricing on the date of loss and zip code provided. It is important to note that State Farm is responsible for creating this program, and American Water Damage simply inputs completed work to generate pricing. Unfortunately, if your insurance provider does not cover certain expenses, you are contractually obligated to settle the remaining balance. 
  
  In conclusion, American Water Damage requests payment for the services that were performed, and nothing beyond that. Should you require further clarification or wish to discuss this matter in more detail, please feel free to reach out to me directly. ************ or **************************************************************************

  Customer Answer

  Date: 03/25/2024

  Complaint: 21437535
  
  I am rejecting this response because it is the only alternative to "accept." I will be happy to accept your proposal once I have received a revised in voice that reflects my earlier $3110 payment and an outstanding balance of $1566. 
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 03/26/2024

  The invoice has been revised to incorporate a deductible payment of $3110.00. The remaining balance now owed is $1500.66.

  Customer Answer

  Date: 03/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************