Complaints

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water Resto *** performed an initial mold and water damage inspection for us on 11/19/22 by technician ********** We were promised a detailed report following completion within ***** hours, however the only information that we received was an incomplete cost estimate. I have made several attempts to obtain this information from the technician and have been unsuccessful. I researched the appropriate personnel to address the matter and forwarded this information to the business owner's assistant ************ on 3/2/22. She was informed that we had an active insurance claim. I explained the urgency and that the insurance adjuster requires a complete and detailed inspection report of the exact location of the water damage, moisture levels, areas affected with mold/contamination that was visible at the time of the inspection in order to support our claim for reimbursement. We received an incomplete report on 3/3/22, the report was submitted to the insurance company. The adjuster reviewed the report and stated that it was missing pertinent information and could not complete the evaluation due to the poorly written report, errors such as not including the complete correct address on the report. I sent ***** another email on 3/08/22 regarding the issue with the information that the adjuster specified was needed for our claim, and requested a revised detailed report, she did not reply as of today. I've sent three emails and left several voicemails and messages with staff and no one from the business has responded to me. The report was already filed, and we cannot alter any information. And if our claim is rejected as the result of not completing an accurate report as guaranteed, we will hold Water Resto *** liable for monetary damages.I am requesting from the Water Resto *** to execute a proper and thorough inspection report in order to complete our insurance claim and for the business owners to review the unprofessionalism of their staff.

  

  Business response

  03/21/2023

  On or about November 18, 2022,Water Resto *** received a call from a caller named ******* (entered into our database as ****************) who identified herself as the owner of the property located at ************************************ in ****** Florida *****. According to notes entered into our system by our customer service representative, ******* stated she has mold growth (which we refer to as suspected microbial growth)inside of her home.

  
  On or about November 19, 2022, Water Resto *** representative, *********************************,reported to *******'s property for an inspection. On November 22, 2022,  *** entered notes into our system stating there was what seems to be a leak on the air conditioning/water heater closet (area of concern). *** then advised ******* to contact a plumber. *** also noted the visuals of what he saw in the area of concern (mentioned above). *** verbally informed ******* that she also should contact a mold assessor to confirm findings (this is in addition to the need of a plumber).   These verbal recommendations were also expressed in writing via the report provided to *********** via email.  The report has the following sections: overview, findings and recommendations. The report also has pictures of the inspected property both inside and out. Moisture readings can also be found in the report.

  
  *********** verbally requested that *** provide her with a cash estimate which was provided to her within business days of the initial inspection.  The existence of an insurance claim was not stated during the inspection.

  
  I, *************************, office manager here at Water Resto ***, received emails from someone by the name of *******************. I also received a phone call from a woman identifying herself as *******************. In both emails and phone calls made by ******************** there were requests asking for proof of areas affected with mold. The following was explained to *********** during the initial inspection: a mold assessor is needed to confirm the suspected microbial growth (confirmation of what is known as mold) and a plumber is needed to detect the leak. Water Resto *** is unsure as to how ******************* and ******* *** are related. For this reason, some communication was limited.

  
  Water Resto *** typically receives mold protocols from mold assessors in order to remediate mold. Legally, Water Resto *** cannot confirm or deny the existence of microbial growth. Water Resto *** can recommend a mold assessment to a homeowner which is provided by a mold assessor chosen by the homeowner.

  
  Water Resto *** believes that ******** carrier is asking for a mold protocol which will include photos, readings and confirmation of microbial growth (mold). Water Resto *** does NOT provide mold protocols, only a licensed mold assessor can provide this report.

  
  Most importantly, at no point did *********** sign our work authorization or estimate which would have allowed us to provide services to her home. We have no binding document. This is a required legal document before we provide any service other than a free inspection to a property. The report created by *********************** was simply a document stating what occurred during inspection and was recommended to *******. A copy of the report provided to ******* is attached. 
  
  

  
  

  Customer response

  03/22/2023

   
  Complaint: 19593216
  
  I am rejecting this response because: We did not receive an report following the inspection that was performed on 11/19/22 and have been requesting a report from *********************** since then as I mentioned in my email to you on 3/2/23. ******************** is my relative which is also a resident and was present during the inspection along with myself. She is more familiar with the process and is the main contact with the insurance company and have as much authority as I do to communicate with everyone involved. There was not an open claim with the insurance at the time of inspection, a claim was submitted after the inspections were completed. We are not contesting the delayed report that Water Resto sent to the email provided, we are contesting the fact that the report was poorly executed and incomplete with missing information that the claims adjuster required. In the several emails sent to **************, I've informed her that the address was missing the unit number and name was misspelled on the report due to the technician *************************** ******* after completing the inspection process, we provided him with the information, it was his duty to enter it correctly and provide a thorough report. *** had promised to furnish a full report that included the exact moisture readings and location in the areas in which he has tested. We submitted the report from Water Resto to the claims adjuster for review and it was denied due to lack of information in the report. I had to request a re-determination of the claim, the insurance company will only reconsider after the information required is received. Water Resto was contacted to evaluate the leak and to assess the main area causing damage in the location near the Water Heater/ AC unit that was visibly leaking WATER that contributed to the high moisture levels which produced spores, that was also confirmed by Rey. If *********************** was not qualified to make this determination and falsely represented himself or Water Resto in any way, that is not any fault of ours, in fact any misrepresentation is fraud and unlawful.  As per the claims adjuster, the report needs to specify the findings in and around the surrounding areas, as was guaranteed by Rey P.  Following the inspection *** stated on 11/19/22, that he will provide a full report that includes all testing with moisture readings and presence of contamination performed on that day by him, in which was recorded. You are a water remediation company, it's clearly in the name of your company WATER Resto. Consumers rely on your expertise for repairs and to recover any loss, and in our case we've experienced a significant amount of loss that also involved hospitalization. This created a great financial burden for our family. Not willing to assist or show any concern in situations like this, really says a lot about Water Resto.

  The only thing that we have requested from Water Resto since our inspection was a thorough report to support our claim, an accurate report is pertinent with any claim Water Resto's report is a major component in the claim determination process. The insurance company is pending our claim until we can furnish the information necessary to proceed. 

  I've made numerous efforts in attempts to resolve this matter amicably and you "*****" have avoided all correspondences refused to further assist with this matter. This should have never escalated this far; a company should honor the services that they advertise and take pride in fulfilling that promise. We have not signed a contract, as the inspector and company failed to follow up with the clients and avoided phone calls/texts after the assessment was completed. The service invoice, photos, video recordings that Water Resto has performed is legally binding.

  Below is the message from the Insurance Adjuster regarding the report submission:

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  [We have reviewed the report submitted and we will need some additional details on what was submitted. Please clarify the following:]
  
  1. Were these pictures of your unit? There is no unit number on the report.

   2. Do they have moisture readings or pictures of the bedroom where you are claiming the damages?

  3. The representative did not determine where the moisture was coming from. Was there a leak detection company that inspected as well to determine where moisture came from. 

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  We are not requesting information that wasn't guaranteed by Water Resto and/or its representatives, we're simply requesting once again for Water Resto to produce an accurate, thorough inspection report for us to re-submit for insurance purposes.

  Is that too much to ask for! 
  

  Human Beings,

  ****************** 

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

  

  Business response

  04/05/2023

  Hello,

  I apologize for the frustration you may be feeling. Water Resto *** did not intend for any confusion to take place. We are definitely here to help. 

   

  We can submit a revised report which will include the unit number, however, this is not what the insurance adjuster is looking for. We are familiar with what the insurance carrier is looking for. The carrier wants a mold protocol which is produced by a mold assessor. We are more than happy to assist in this matter. however, we would need a work authorization to be filled out first. The work authorization will allow us to communicate with the insurance carrier. Without a signed work authorization, we are very limited. 

   

  The inspection report originally provided does have documentation of the affected areas along with  moisture readings. We are able to provide leak detection services, but only once we have signed work authorization. We can assist with a mold assessment and leak detection but only once we have coverage confirmed by the carrier. The carrier will advise if the policyholder has coverage for leak detection and mold assessment. If the carrier does not provide coverage, the policy holder will be financially responsible. 

   

  Please advise on how you would like to proceed. I am more than happy to assist to resolve this matter but a signed work authorization is critical in this situation. Thank you. 

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