Complaints

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had water damage in our home and we called Water Damage Services out to help in drying out our home on 3/13/23. We signed a contract to rent drying equipment which included site visit charges and labor. We paid our insurance deductible that day of $1,000. Subsequently we received an invoice for all services of $4,890 which included invoice line items “Overhead” of $554 and “Profit” of $637. After weeks of working with our insurance carrier, our insurance carrier issued a payment to the vendor on 6/6/23 for $2,698 which left an disputed balance of $1,192 relating to O&P. My insurance carrier stated that these were not industry standard / reasonable charges since the services were performed in-house (no subcontracting). The vendor does not dispute that no subcontractors were used. On 6/12/23, I also contacted the billing department at the vendor that I did not agree with the charge since the contract stated nothing about O&P and I did not authorize them to bill my credit card. On that same date, they processed the same credit card that was used for our initial $1,000 payment for the outstanding balance. I have further noticed on yelp that there are several similar complaints of unreasonable O&P charges and unauthorized credit card billings. This business advertises as a BBB A+ rating and my experience with the billing department has been anything but that. I have asked them for a refund and they have refused. I will also start the process of disputing this charge with my credit card company.

  

  Business response

  06/14/2023

  We billed through State Farm's Xactimate program. It servs as an "industry standard guideline" when generating costs for work completed. The information provided to the customer on their signed work order, explains that we use Xactimate, and it also states that most our pricing is based on their price book. However, the platform is not an absolute to any service providers costs, and only acts as a general guideline which is why we state "most pricing" when speaking directly in regard to the issue at hand. As a business, there is over head and profit costs. This is a basic business fact. Xactimate allows business to apply O&P costs for this exact reason.

  This is a classic example of an adjuster swindling their way out of paying for costs associated with claims filed by their insured customers. Unfortunately, this can put their insureds in a touch position, and it can create hardships between service providers and customers when collecting money owed for work completed. I did go through my reviews online to verify this customer's claims to similar circumstances. Through our 4 years of positive, 5-star reviews, I only found one other review describing an experience with insurance not covering O&P costs.

  The only negative reviews we have ever received since we've been in business (4 in total), were regarding the following:

  1 - a customer's claim was completely denied, and they were responsible for the final bill.

  2 - a customer decided to cancel service with us because we didn't have a formal "service guarantee" to provide her. She did so within her 3 -day right to cancel and was billed for work completed up until that point.

  3 - a customer disagreed with the deposit amount required to place drying equipment.

  4 - as described in the above paragraph, the insurance didn't cover the O&P costs.

  We advertise we have an A+ rating with the BBB because we've earned it, and it's a rating based on a trusted 3rd party, who looks at complaints objectively and makes decisions based on fact and not opinion.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contacted Mold Remediation Services because we were concerned about mold and wet carpet after the recent rains. They came in, u*** a gauge and discovered that the carpet was dry. The tech then claimed that a portion of the wall had water because his gauge made a sound. There was no visible sign of water anywhere. They offered to dry out this small portion of the wall, but could not tell me how much it would cost. Instead, I was asked to pay $1,000 as down payment to get it started! We decided not to proceed and ask for the invoice for the service call. Their brochure specifically says that fees for "after hours and weekends is $400." The service was performed on a Saturday. However, instead of charging us $400, we were charged $550. I texted their office, advi*** them their brochure specifically says that the cost of a service call is $400, and asked for a refund of $150. The business refu***.

  

  Business response

  04/11/2023

  The customer called our company and requested an assessment of water damage in her master bedroom. After the assessment was completed, the technician advi*** the customer as to the areas that were wet, damaged, and affected by water intrusion. Our advice to mitigate and prevent further damage was given to the customer at that time.

  The technicians perform assessments using different types of moisture meters, all of which are recognized and u*** in the restoration industry to detect moisture.

  Our service call fee is a fee that is charged for the service technician to come out and perform a service - the service is diagnosing the problem. This fee is meant to cover the business's common expenses associated with each service call, such as travel expenses and travel time and service vehicle expenses, and labor expenses.

  Our service call fee is $400 (for after-hours calls) and does not include costs associated with generating estimates. To generate an estimate the technician is required to collect all necessary info and documentation pertaining to the scope of work needed on the property.

  This includes:
  

  • Time on-site to discover any and all damage present.
  • Determining the category and classification of water damage found.
  • Measurements of all the affected areas.
  • Descriptions of required material/content to be removed.
  • Possible treatments that may be needed.
  • Scope sheets (including photos) .
  • Office administrative follow up and tasks/support to draft the formal bid for the customer.

  Our assessment fee for this service is $150.
  

  The customer was provided with an estimate, which included all costs for remediation, and it was sent to the customer on March 4th. A record of that email, which includes the estimate, has also been provided for the record.

   

  Mason's wife (H******) called spiting they water in marker bedroom, carpet is wet & starting to smell. I confirmed with H****** they were needed to be dried out & she confirmed. *** went out there, did the assesment. In the end they felt there was not enough damage and wanted to focus on fixing their balcony.

  ***

  Customer response

  04/11/2023

  
  
  Complaint: 19895401
  
  I am rejecting this response because:
  

  The service call automatically includes giving an estimate.  Otherwise, what is a service call for?  Is it just come to the site and drive back?  I received one piece of paper, which was the estimate.

  The business' response is nonsense.  I believe that the company is fraudulently charging its customers.  

  I will NOT drop this complaint unless I receive a refund of $150.  If the company refuses, I will simply file a complaint for Violation of Business and Professions Code §17200!

  The business has 48 hours to comply. 

  
  Regards,
  
  M**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/17/2023

  Unfortunately, the customer just disagrees with the costs associated with our services. No refund is warranted or justified ba*** on the customer's complaint. Furthermore, their complaint is filled with discrepancies which have been proven in our response. One example, the customer is stating we wouldn't provide them with a price quote for the work that was needed there, but they're disputing the cost associated with the generated estimate, which we supplied to the customer (see documentation provided). No refund will be issued as we do not offer free estimates, nor do we advertise that we offer free estimates. We also don't include estimates in our service call fee, nor do we advertise such. This idea is entirely made up by the customer ba*** on their own personal opinion and viewpoints on how business should be conducted.

  Customer response

  04/18/2023

  
  
  Complaint: 19895401
  
  I am rejecting this response because: this business should be shut down.  They are dishonest and a fraud.  Their response is nonsense and insane.  What does a service call include if it does not include an estimate.  Were they going to simply drive up to my house, look at it, leave and charge me $400!  Is that their argument.  I will file my complaint under Business and Professions Code, and I will work to shut down this fraudulent business. 
  
  Regards,
  
  M**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*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. ↩