Complaints

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• Initial Complaint

  Date:03/24/2025

  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.

  In January 2024, American Water Damage Restoration (AWDR) performed water damage mitigation services at my residence following a water leak. **** invoiced a total of approximately $14,140. ********************* reviewed this invoice through an independent auditor (********) and concluded that the reasonable and customary charges, consistent with ANSI/IICRC Accredited Standards, totaled only $7,177.07. *********** has fully paid this approved amount to AWDR.Despite Progressives determination, **** continues to demand an additional payment of $2,837.09 from me personally. **** is threatening to place a lien on my property, and continues to accrue unauthorized late fees. **** claims their charges are based on "Washington States standard rates," though it appears no such standard rates exist.Importantly, AWDR's owner, ***** ****, confirmed in writing via email on March 6, 2025, that the payment from Progressive was sufficient and "considered to be full payment." However, **** subsequently reversed this stance and continues to aggressively pursue payment.I am seeking written confirmation from **** that no further charges will be pursued for this work, and an invoice showing that all required charges have been paid.

  Business Response

  Date: 04/15/2025

  Mr. ****** experienced a water damage loss in early 2024 and engaged our company to perform water mitigation services. Prior to the commencement of work, Mr. ****** signed a work authorization agreement that clearly outlined our pricing, terms, and billing procedures. This agreement establishes a direct contractual relationship between Mr. ****** and our companynot with his insurance provider or any third-party reviewer.

  It is our understanding that Mr. ****** received payment from his insurance company around June 2024. However, no payment was made to us until March 2025approximately nine months later. Even then, the amount paid did not satisfy the balance owed. His insurance company chose to engage a third-party reviewer, ********* to assess our invoice and documentation. ******** was hired by the insurer, not by us, and we do not have a contractual or professional relationship with them. Their role is to serve the insurer's interests, not those of our company.

  Our company does notand never hasentered into an agreement with ********************** provider or ********. We are not bound by the determinations of parties who are not privy to our contract. Our work authorization clearly states that in the event the insurance company does not cover the full amount of our invoice, the homeowner is responsible for the unpaid balance.

  Rather than honoring the agreement he signed, Mr. ****** has made the decision to publicly defame our company. This is deeply concerning and entirely unjustified, particularly given that he has failed to meet his financial obligation. His actions appear to be a deliberate attempt to avoid payment while damaging the reputation of a company that acted in good faith and performed the contracted work professionally and in accordance with industry standards.

  We reiterate: our contract is with Mr. ******* and he is fully responsible for payment in accordance with the terms of that contract. We have no control over what his insurance company chooses to pay based on the terms of his policy, and we are not subject to the opinions of their third-party vendors.

  We will continue pursuing appropriate collection efforts until the balance is paid in full. At the same time, we reserve all rights to protect our reputation and respond to any defamatory claims made against our business.

   

  Please let us know if you have any questions or you need additional information. 

   

  Best regards, 

   

  ****** ********

  American Water Damage Restoration

  Business Manager