Complaints

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  American pack out and the mitigation company they work with salt river restoration is trying to run a scam on my family and I, we had water damage from coming from the roof in our home shortly after new years. This *** company was referred from the plumber that came in to inspect for a possible pipe leak. Their project manager came in and tested the bathroom next door and some of the walls in my sons room and determined it was coming from the shower but NEVER actually assured us and never thought to check the ceiling. They tore out way more than what was damaged just to scam us and the insurance. So much that they assured me that the insurance would also pay for a pack out company who is also working with them to come and move very few things to the room next door from my sons. Reading some of the other complaints on here, it seems like this is something they do is pray on vulnerable people in high stress situations. They also hit us with an almost $2,000 bill just for moving a few things while our insurance estimated it should only costs about $450. We also had to bring in a second mitigation company because they never fully treated the frame of the wall where the water was running from the roof every time we got rain. Now theyre threatening me to charge me with fees for not paying their expensive pack out service all while my insurance is investigating all these super inflated charges. They have you sign a document when all they tell you is that its a work authorization and to bill your insurance when in reality it is to cover themselves to bill you whatever they want and make you pay in case your insurance denies which most will since its so inflated.

  Business response

  04/02/2024

  Hello!

  This complaint should be removed - because this is the wrong company. 

  This complaint is for ******** Packout and Salt River Restoration - and we are not that company, We are Arizona Packout, not ******** Packout. 

  This complaint is not for us. 

   

  Customer response

  04/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, sorry for the inconvenience to you and your company. Had a little problem with finding the business on the bbb page. Please erase this complaint as it was sent to the wrong business. 
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Works with **************** who has ****************** handles their billing however ****************** covers up that they even do business with ****************** due to so many complaints of shady work. Do not sign anything they will tell you to sign paperwork which holds you legally responsible for the bill in case you're insurance denied the claim. storage is not typically covered under most homeowners insurance.

  Business response

  01/11/2024

  Please feel free to reach out to the office directly to handle this situation. My office staff is available, and can pull up the information and help get this resolved. 

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

• Initial Complaint

  06/01/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I had a water leak in my garage on 8/3/2022. ************************** came in and saw that there were a few moving boxes and objects in the way. They offered to contact Arizona Pack out. They assured me that the charges will be covered by my insurance. Arizona Pack out came out and told me the same thing - not to worry, all charges will be covered by your insurance. No warning as to what the charges will be, or what will happen if insurance doesn't cover it. The services they performed lasted less than an hour, but I have received an invoice for $796.96. They claim that the insurance refused to settle with them for an amount they found satisfactory. ************************** also offered to settle their insurance claim at the same time they would settle with my insurance but Arizona Pack Out refused to do this for reasons which were never explained to me. Now they are trying to collect payment from me, even though I was told multiple times that "insurance will cover it". Never was I made aware of what the consequences would be if insurance doesn't cover it. The charges are also highly inflated and they are billing far above market rates. I believe I fell victim to an insurance scam by this company. It seems there's many other customers that feel this way too. They did not provide enough information before signing a contract to fully inform me of what my responsibilities are before signing with them. Instead, their on the ground rep fully deceived me by saying "everything will be covered by your insurance."

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had a leak in our bathroom on 09/07/2021 that affected our kitchen. Rocky ******** restoration company that took care of drying and demo of the affected area, sent arizona packout to help us pack the items in the lower kitchen cabiniets. Two men from arizona packout showed up and spent about one hour packing the items and left the boxes in our garage which is just few steps from our kitchen. The boxes that they used are pretty small. Our insurance company ******************* have paid them $941, which is a lot in my opinion for just one hour of job putting our kitchen items in boxes leaving it in our garage. Now they are calling, emailing and send me lien notice saying that the total cost of the work they did was $2990.75 and want me to pay the balance. Farmers has already paid them multiple times more for the work they did. I am attaching the bill they sent me and also I have attaached the picture of the boxes in our garage. The number of hours, number of boxes are all incorrect. Also, they did not use any tape to pack the boxes. I would greatly appreciate if you could resolve this issue and have them stop contacting me. Thank you in advance for your help.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 11/23/21, M-R Plumbing responded to a service call we placed through our home warranty company and found a broken pipe and water damage. They contacted ****************. When they out that evening who then contacted ArizonaPackout on our behalf.Later, two movers arrived and packed up the contents of the lower cabinets on one wall. This took them less than an hour and involved very little prep and no planning. Most boxes were shoddily assembled (without tape or packing materials), filled halfway, and moved less than 10 feet to an adjoining room. Many of those boxes have fallen apart when we have had to move them since then.A few weeks later, I spoke to Allstate, my insurance company, who told me that they had contested some charges with ArizonaPackout and had encountered issues communicating with them but my understanding was that the issue was resolved. We contacted ArizonaPackout to pay the **** on3/23/22. While paying the ****, I asked if this ($970.90) was the total amount owed and they said that it was. We paid the **** (+ $30 credit card fee) and I received the attached receipt which has no indication of a remaining amount.A few weeks later, we began getting contacted by OneClaim Solutions. I received an email from a representative saying that we owed an additional $2,857.31 and included the attached document with an itemized list of charges. The remaining charges are incredibly inflated and are not representative of the quality or amount of work done. The entire process took less than an hour. The items were moved 10 feet or less, never left our house, and none were heavy or large. Each worker only wore one mask, which they only did by my request, so I'm unsure why there would be $40 of covid PPE on the invoice. There was nothing for them to dispose of that they didn't bring themselves and there definitely was not a pickup truck full. I have told the representative from OneClaim Solutions that I am disputing the charges but no changes have been made.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  *********** extorts money from customers after it has billed your insurance. They are unethical, unscrupulous, and have an F rating with the Better Business Bureau (BBB). We did not know this beforehand. We had a flooding event in October of 2021. The fitting that connects the main water line to a centrally located toilet broke, causing a high-powered burst of water to shoot out, damaging walls in the bathroom and eventually flooding into five other rooms, with most of the water pooling into our carpeted, sunken living room. After we called our plumbing company to seal off valves, they recommended ************************** to deal with mitigation, (e.g. suctioning water and dehumidifying carpets and walls). **************************, in turn, recommended *********** to remove and store belongings. *********** took sofas, bookcases, and packed items, including books and electronics from just one room in our house, the living room. *********** spent two hours packing out our living room and 30 minutes packing back our belongings. In contrast, ************************** spent several days on mitigation. ************************** billed our insurance $6,468 while *********** billed our insurance $5833.75. The work done was not comparable. Items were returned from *********** after two months storage. *********** settled with State Farm in January. They are now asking for the balance of what State Farm would not pay ($3,489.15), much of which would entail double billing for the charges that State Farm already settled. That is illegal. We have sent written documents by certified mail detailing the line items in the original invoice that we dispute. We have received no new invoice as to the charges that they demand. ***********, through their lawyer, ***** ********* is threatening us with a lien on our property and an attempt to collect a debt, neither of which they have the authority to do. We will continue to fight this and hope the BBB can help.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company was hired by a company called ******* Restoration which was called out to take care of removing furniture from a couple of rooms in my home where water damage occurred. Ive actually worked with this company before when I had a water damage situation previously. Last time I had a very pleasant experience and I know how their process works. This time things went completely different. When furniture was returned to my home last week there was damage to a brand new bedroom set (headboard and a nightstand) and there was water damage to another piece of furniture that hadnt been reported to my insurance, and that is part of why they charge so much for their emergency services; they take care of reporting everything that needs to be fixed so that it is covered by the insurance. I had a couple pieces of damaged furniture last time that the insurance replaced because they took great photos and submitted all of that and helped me follow up with the adjuster. This time a couple pieces of the damaged furniture were damaged during the move and it is in their policy that damaged items will be replaced but I have been trying since last Monday to get somebody to help me with this and let me know what the plan is going to be. Ive provided everything they have asked for a couple of times and they have become completely unresponsive. Additionally, a new iPhone ************************ the box (not activate) at my house when the movers came in went missing and Ive been trying to deal with that issue with them but they say that anything on site lost or damaged while their movers are in the home is not their responsibility. The customer service has been horrific and Ive been yelled at and accused of being a liar, a sexist and all kinds of other things. Due to the hostility I decided to stop trying to get help with the matter because it is clear that they are not going to do anything about the situation. I reported it stolen to my provider and also to the police.

*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. ↩