Complaints

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I open a claim in March 2022 it has been a nightmare dealing with this company I have been transferred from to advocate to supervisor I spoke with three different supervisors. I had to explained my whole situation to everyone each time I was treated with so much disregard they never return emails ,calls. Finally after 1 year 3 months I decided to give up this claim . It has taken over a year I didn’t agreed or settled the claim they did not want to pay into the rest of the the drywall and countertop work I had two checks on hold sitting there without being cashed, because there was not enough to cover the drywall and the countertops I explained to the advocate that those checks were expired and I needed to be resubmitted. The checks were for $3314.53 And$ 5280.20 she said it was going to take about seven days to 10 days to stop payment and resubmit. She sent an email 22 days later Incorrect amounts it was shorten by$ 1,067.57 I contacted her by phone call and email didn’t respond till a week later I have not received the replacement of the checks and it’s been over 25 days she said that it was a supplemental shortness I didn’t understand what she was trying to say so I requested to speak to her supervisor at this point I just figured it’s too much to do this over and over with the same problems without being resolved so I told her I was going to hire an attorney and get this claim resolved. On February 22nd, 2023 filed a second claim. I was so tired and confused. I didn’t know what to do since I was having such a hard time dealing with the first claim, but I submitted the second claim the problems are the same. I’m not being able to resolve any thing with this claim I submit dry Wall receipts, pictures of all the damages to a personal number that she has given me by text so I wasn’t getting any response so I decided to email all the pictures to Bamboo claim department. The second claim needs laundry room, drywall downstairs restroom tile, work damage, closet.

  Business response

  08/21/2023

  Good afternoon Ms. *********.
  We received your message and apologize for the confusion regarding the checks. While we stopped the correct check, we inadvertently re-issued payment for an different amount that we had previously paid. The Claim Advocate has reached out to you this afternoon to explain what occurred, and will re-issue correct amount.

  
  As for the second slab leak, please understand that the claim was reported three months after it occurred and we did not have the opportunity to inspect the damage immediately after the loss. For us to continue investigating coverage for this claim, we need your cooperation with specific information/documentation. We received the pictures you provided after the drywall was cut, as well as your plumbers report. We contacted Empire Plumbing Solutions to discuss their June 11, 2023, report, and they advised they did not complete the repairs described in the report. They simply provided a report and were unclear who completed the plumbing work. At this point in time we have not been able to confirm the source and cause of the second water loss. Please provide the following information for our consideration:
  • Complete contact information for the plumber that made the repairs
  • Plumbing repair documentation
  • Complete contact information for the person whom removed all the affected drywall
  • Complete contact information for the person whom installed the drywall
  • Proof of payment for the plumbing repair
  • Proof of payment for the drywall repairs

  Customer response

  08/22/2023

  I’m rejecting to respond because I’ve been dealing with bamboo insurance for almost a year and eight months I have to wait until the actual checks get submitted and re-issue. I requested to be sent in less than seven days. The last time it took them 25 days to submit the incorrect amounts also on the second claim, the advocate has all the information she requested except for one receipt from the pipe repair that I paid out of my pocket. I she has a clear understanding that I can get a hold of that plumber. I have submitted phone number and name of the person for her to contact him I will submit the quote on all the items and areas that need to be covered by the insurance, which is the laundry room, the tile, laundry closet, and the removal of the drywall .I’m requesting to be treated with respect and not to be bullied. The advocate needs to have a clear understanding of whole history of the claim.

  Complaint: 
  Sincerely,
  
  *** *********

• Initial Complaint

  07/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a homeowners insurance policy from Bamboo Insurance on June 27, 2023, with coverage set to begin on August 1, 2023. The purpose of this policy was to provide proper coverage for my home as a rental property, with a property management as an additional insured. However, on July 14, 2023, I decided to sell my home and retain my existing policy through another insurance carrier until the home sells. I have made several calls to Bamboo in an attempt to cancel my policy. I've been on a lengthy hold every single time, and have never been able to get in contact with an agent to cancel my policy and get my money refunded. I've been on hold over 20 minutes each time before I finally give up. I've also reached out through their contact form, asking for someone to please call me. I also emailed their customer support email address asking the same. No one is contacting me and no one is answering their phone in order to give me any customer support.

  Business response

  07/19/2023

  Hello, ******! We regret to hear that this was your experience with us; however, we truly appreciate you letting us know about it. Our call volume has increased substantially, which has directly impacted wait times for those who call in to us. We apologize for the inconvenience and are doing the best we can to address those calling us. We have processed your cancellation request and have overnighted your refund check. 

  Best,
  Bamboo Insurance

  Customer response

  07/19/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I requested a quote from Bamboo back in March, while I was waiting for other quotes from other Home Insurance companies. This was me planning ahead, since I had coverage in effect until May, I had time to shop around. But I never signed or agreed to Bamboo's coverage. I proceeded to accept Wawanesa coverage on May 2nd. On May 24, Chase notified me that they had paid Bamboo $995 on May 4th for coverage. Which I had not agreed to, had not signed any documentation, and had declined their DocuSign for coverage acceptance. I have tried calling them multiple times, waiting for over 60 minutes each time, and no one answered. On May 24, I sent them an email asking them to please cancel the DocuSign they had sent me because I had not agreed to any coverage with them. On May 30th, I declined Bamboo's DocuSign. Sent them an email on June 8th, requesting the refund of the $995. Since Chase had notified me that now my Escrow Account had a shortage to pay Wawanesa because they had sent Bamboo the money for Insurance Coverage. Sent them another follow-up email on June 16th, and Another Follow up email on June 20th. I have not received a response to any of my emails. I need this money refunded back so that I can send it to Chase Mortgage and they can proceed to pay my Wawanesa Home Insurance Coverage. This is the email/contact number I have reached *********************************** ***************************** ###-###-#### Thank you for your time and assistance.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of transaction: 10/02/22 Amount of money paid to business: None What business committed to provide you: They gave the approvals for the ******* ***** Dry to start fixing the walls of the bathroom, the bathroom floors, and the kitchen walls. The later contradicted their analysis when they sent a second inspector, halting all of the work being done and leaving it destroyed. Nature of the dispute: Gave the approval to a pluming ******* called ***** Dry to start reconstructing the damaged parts of the bathroom walls, Bathroom floors, and the kitchen walls. Once the sent an inspector, moths after the first inspector, he concluded that the was no longer any humidity and damages to the walls and didn't need to be repaired. Once he gave his assessment, it contradicted what the first inspector told the *******, which was that the walls and floors needed to be repaired. Did business tried to resolve the problem: No, they actively sabotaged by not answering the calls and emails of either my number or the ******* of ***** Dry. After months of evading to answer, they started asking for proofs of the damages done. However, they already had the proof from the first and second inspector. So now that Bamboo insurance does not want to send any proof to ***** Dry and avoid taking responsibility, the ******* of ***** Dry doesn't want to send any proof of the damages to Bamboo so that they are not held accountable for the damages they created.

  Business response

  06/21/2023

  On July 29, 2022, you reported a claim for plumbing issues in the bathroom that reportedly occurred on May 1, 2022. You explained there was a clog in the drain line that your plumber stated was caused by tree roots. You further confirmed there was no interior water damage when the claim was reported, as it would just back up into the shower and toilet.

  
  As part of our investigation of the claim, we attempted to contact you to initiate the claim process on July 29th and made additional calls in the weeks to come. We also sent you emails attempting to contact you on July 29th, August 3rd, and August 16th,but we were unable to successfully reach you.

  
  On September 2nd, 2023, we received an email from your plumber/contractor, SuperDry *********. This email provided multiple documents, including an estimate for their mitigation work and pictures of the house after the demo had been completed. Based on the dates within the documents,mitigation was started on August 24, which was close to 30 days after reporting the claim.

  
  Also included in the email was a work authorization you signed on July 28th, 2023. This work authorization specifically states,IT IS FULLY UNDERSTOOD THAT THE ABOVE NAMED INSURED IS PERSONALLY RESPONSIBLE FOR ANY AND ALL DEDUCTIBLES, DEPRECIATION OR ANY CHARGES NOT COVERED BY THE INSURANCE CARRIER. THESE CHARGES ARE THE SOLE RESPONSIBILITY OF THE ABOVE NAMED INSURED AND ARE TO BE PAID UPON COMPLETION OF SERVICES. The work authorization also included your personal email,which confirms we had been emailing the correct email address in our efforts to contact you.

  
  Please understand I have reviewed all claim notes and documentation related to your request. Bamboo Insurance Company did not pre-authorize any work completed at the residence. The work was initiated by your contractor with your authorization. The access and repair of the pipes within the slab was initiated before we had an opportunity to inspect the residence. We are unable to change our original coverage decision, and I refer you back to our previous letter dated December 20, 2022.

  Customer response

  06/23/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Contacted Bamboo when damage was noticed from seven feet of snow March 3rd. Bamboo has done their best to drag their feet, do almost nothing and then stopped even returning phone calls, totally ghosting me and the claim filed. Took them a month just to send an inspector and now, a full month later they will not even return a call, send any information at all, no texts, no emails, nothing. Totally unprofessional and unacceptable. Claim filed March 3rd. It is now May 9th. Time is of the essence being Gov ****** declared this a disaster zone so FEMA can cover the damage but only AFTER Bamboo makes a determination of coverage. There are deadlines for filing for FEMA and limited funds too that could expire at any time and yet here I sit waiting for no good reason whatsoever with noone to talk to about this. Jill M***** stopped responding so I attempted to get ahold of her direct supervisor Tammy D******** but even she refuses to respond. Totally unprofessional and unethical. Please help. Thanks

• Initial Complaint

  07/09/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Water leak from washing machine damaged 5 year old hardwood floors and carpeting. Affecting hallway, closet and some of living room and office. After visits from Bamboo partners, a plan was in place to mitigate and reconstruct my drywall and floors. Kathy Friel from Bamboo Insurance sent a company called CodeBlue360 who was to take a 3D 360 scan of my affected rooms to get a better idea of cost of the damage. That is when they broke off all contact with me. No answering many voicemail and emails. Dozens. I've paid my premiums without hesitation over the years and this company just takes and takes. The minute customers need their services,their no where to be found. I'm sure they replace paint and small cheap repairs. The minute they see it's gonna cost them some real money they're gone. That is the reason people pay for insurance. Just in case. I want all money I paid to these people over the years. All of it. Also a class action lawsuit will be made present to their lawyers from many former and current clients of theirs. These people should not be able to conduct business this way. Taking hardworking people's money. It needs to stop.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My home sustained water damage from a storm during the winter. I contacted my insurance company (bamboo) and told them about my issue. They immediately ordered an inspection of my home & ordered Service Master to begin the process of removal of damaged ceiling & roofing. I was not made aware upfront that my insurance policy did not cover water damage. It was only after I signed a work order for repairs under the premise that the work was being covered by insurance, that a representative from bamboo called me and informed me that my policy did not cover water damage. I was shouldered with the cost of the inspection & removal of the ceiling & roof. The work stopped at that point once I discovered that the services they ordered were not covered by my policy, but now I have part of my roof & ceiling missing & I may also be shouldered with the cost of repairs to my ceiling and roof. Is it fair practice for them to not notify me of out of pocket cost before they order services?

  Business response

  06/13/2022

  Hello,

     We are following up with the customer to understand their concerns given the recent complaint to BBB as initially the insured asked to withdraw their claim. Once we have spoken  to the customer we will provide any further update to BBB accordingly. 

*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. ↩