Complaints

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I engaged with *** to repair water damage due to a leak that damaged a small area of my garage ceiling. After realizing there was a different contracting process for the restoration, the additional charges were outrageously high. However, I just wanted the repairs fixed, and while I was told by the project manager it could take up to 1 day to complete, the person doing the work was done in less than 2 hrs. I was charged for a light fixture replacement that did not need to be touched, the drywall did not match the current drywall, and I don't think the workmen should have asked to use my facilities. Final sign-off documentation was not sent until the next business day, instead of on-site, as was done with the mitigation crew who picked up the equipment. This half of the business was very unprofessional. I did not feel I was doing business with the same company that performed the mitigation.

  

  Business response

  10/18/2024

  Good Afternoon *** ****, 

  Thank you for taking the time to inform me of your experience. I just called you and left a voicemail, I would love to speak with you and address these issues. I look forward to hearing from you.  

  Customer response

  10/23/2024

   
  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

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see the attached documentation.

  

  Business response

  09/23/2024

  Good Morning I would ask that this be removed from the BBB ******* platform since this customer was not serviced in *******. This customer resides in ********. We are currently working with his insurance provider to come to an agreement on his file. Please advise. 

  

  Business response

  09/24/2024

  Good Morning, can you please provide CWF with a copy of the State Farm estimate showing what they are covering for the mitigation? We spoke with Mr. ******* on Friday 9/2/24 at approx 10:22am and asked him to obtain this so that we can help assist and negotiate a price for the mitigation services rendered. We have not seen that comparative estimate as of this morning. We did receive the line item requests however we sent over a rebuttal email to the adjuster on 9/19/24 explaining why those items are normal and customary for the performed services. *** will be happy to incur some costs to come to an agreement for Mr. ******* but we cannot remove all of them. Please see email below that was sent to the adjuster explaining why we charged for those line items:

  Good Afternoon *******, Thank you for your revision requests! I have included my responses in purple below: 1.) Matterport- The use of Matterport was/ is a vital tool used in all of our mitigation jobs. All costs associated with the loss have been invoiced accordingly. This is a covered loss that the insured, whom we both work for, approved CWFR to perform the necessary tasks to perform mitigation properly and in accordance with ***** standards. This was also signed off on by the customer before work started. 3.) Supervisory Hours- The presence of a Project Manager (PM) or Supervisor on-site serves several crucial functions, including scheduling, coordinating the execution of the scope of work, documenting the site conditions before mitigation, and providing detailed information about the work performed to ensure accurate pricing by estimators. This oversight ensures that the project progresses smoothly, meets quality standards, and stays within budget. 6.) Remote Monitoring- This is utilized for the benefit of the customer, as the equipment is checked up on daily. This way the customer does not have to allocate time out of every day for our crews to physically go out and take readings. Please include the carriers reasoning as to why this would not be a sufficient way to monitor the equipment. *******.) PPE- All of these PPE items were utilized specifically due to this loss, and just like a hospital processes PPE disposables, they are billable to this loss. Our technicians need to utilize the appropriate PPE to protect themselves, per IICRC and **** standards. This would mean our technicians would be performing demolition as well as having contact with significantly contaminated water and materials without any protection whatsoever. *****.) NAFAN/HEPA filter- AFDs are used for multiple purposes, and are not limited to a specific category of water use. They filter 99.9% of airborne particulates and it's important to remove the airborne particles in order to achieve clean air that is safe to breathe. AFDs are recommended to be used any time demolition work is done as it keeps the dust from demolition contained. This is important for safety, as this dust can contain harmful particulates such as silica, which is dangerous when inhaled. There is still contamination in the air that needs to be removed and scrubbed for a minimum of the working days and 24 hours afterwards. As this was a category 2 loss, a HEPA filter cannot be cleaned or reused, as this would cause potential cross contamination issues and/or secondary damage. It must be discarded after use onsite. *******.) See above for description. I've provided the descriptions and uses for all of the line items that you've requested be removed, please elaborate on why these line items are not covered. Thank you and have a great day

  Customer response

  10/16/2024

  Complaint: 22318756
  
  I am rejecting this response because: We marked this matter as not satisfied however the page does not reflect our ***** We would like this matter to remain open as we cannot fulfill the company's request and have been talking to them about next steps. 
  
  We have tried to secure a new estimate but no other company wants to come out to take a look. We need to know next steps on how to proceed but the company has yet to provide us with any information. Please do not resolve this matter. 
  
  We would like the complaint to stand and let it show not satisfied as the response to their reply. 
  
  Best,  
  
  Sincerely,
  
  ****** Punatar  

  

  Business response

  10/16/2024

  Hello again, 

   

  CWF has responded and has been in communication with you about the next steps.We spoke with your insurance on Thursday 10/10/24 at approx 1:27pm and due to your policy limits which have been  exceeded, no additional amounts will be paid towards the mitigation by your insurance. We also emailed you the information on ********, today 10/16/24 at approx 10:39am. Please reach out to us at ************ if you have further questions or need additional help. Have a great day. 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CWF Restoration supported a water damage mitigation in my home. I was initially billed ~$2,100 for the mitigation, not including dry wall repair or painting. After discussion with my insurance adjuster, the bill was adjusted to ~$1,800. This remains significantly above what the insurer deems a fair value at ~$1400. As my adjuster stated, **** standard pricing for water mitigation has been accepted by other mitigation companies in the Chicago Metro area as fair and reasonable. The work required in (this) home does not justify your requesting pricing."

  

  Business response

  07/08/2024

  Good Afternoon, CWF will gladly accept the what the insurer is paying for the mitigation as long as ************ can provide us with documentation from the insurer with that dollar amount documented for the mitigation services. CWF cares about our customer service and we want to make sure ************ is pleased with this outcome. Thank you. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am writing to express my deep dissatisfaction with the lack of services, negligence, and billing errors by *** Restoration. Total fees billed thus far for my small house fire have been $89,367.27 of which $78,384.82 has been covered by insurance. My frustration comes from inaccurate and misrepresented billing practices as reviewed and identified by an IICRC and FSRT-certified adjuster. The *** signed contract states that "(The) Customer understands and agrees that the pricing published by Xactimate is considered a normal and customary guide...and Customer agrees...to pay the price as articulated by the Xactimate software." It is reasonable to assume that the price billed would be the published Xactimate pricing. After the work was completed, I learned that *** uses its own "Unpublished" Xactimate price list which is 5-10% higher depending on the line item billed (of which the variance is not covered by insurance). I have spent the past 2 months between my insurance and *** on the scope of work that wasn't completed per industry IICRC standards and duplicate/inaccurate billing issues. The inconsistent and unreliable services provided by *** have caused tremendous havoc and stress on my family and I, during this very difficult time. The *** contents team has been very negligent they have shared other customers personal identification information and misplaced my personal content items. I am very disappointed in the service provided by *** and want *** to make this right so I can move on. I have included a detailed Excel file highlighting over $11,000 in disputed invoiced line items ranging from double-billed items, Xactimate price issues, and IICRC standard billing discrepancies. Please help me get these disputed items resolved. Thank you.

  

  Business response

  12/20/2023

  Good Morning,  Please allow our management team time to review ************************** allegations in regards to the work that has been completed at his home. We will make sure to go through all of his allegations and address them in a timely manner. Some of the issues he is describing do need to be reviewed and we would like the opportunity to dispute these. I have sent all of the documents and statements ********************** has provided to our management team, please allow CWF time to review due to the upcoming holiday. We will make sure to follow up with ********************** to discuss these matters. Have a Happy Holiday. 

  Customer response

  12/20/2023

   
  Complaint: 21027766
  
  I am rejecting this response because:

  The businesses response was that they will look into the matter further. There was no resolution proposed.

  Sincerely,
  
  *******************************

  

  Business response

  01/02/2024

  Spoke with **********************, he stated that he emailed the BBB retracting his complaint and has asked you to remove this. ********************** did copy my on that email. Please confirm. Thank you!

  Customer response

  01/02/2024

  Better Business Bureau:
  
  To whom it may concern, 
  
  I want to withdraw complaint ID: ******** from the BBB website (The original complaint is attached for reference). Chicago Water & Fire Restoration and I have agreed on a resolution. Please let me know if there are any additional steps to withdraw complaint ID ********. Thank you for your assistance in this matter.
  

  Sincerely,
  
  ***************************; 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of service 7/13/23, there was a flood in Chicago and I reached out to CWF for services and inspector came out they charged me $5,000, I met with *************** who is no longer with company and then I requested to speak with the reconstruction estimator ************************* to discuss the charges because I wanted to speak with someone to go over my services because a lot of services on the invoice was not provided, they fudged the services to seem as they did all the work NOT TRUE. I reached out as late as September to get an invoice for services I received for CWF. I was sent the same invoice once again which now makes me think this business is a big rip off they reach out to your insurance company and see what the payout was and confirm that as the amount due taking all your insurance money . Please help me to get the bottom of this and retrieve any funds due because they were certainly overpaid.. And when I called CWF two weeks later and both employees that assist with my restoration process are no longer with the company that's doesn't sound right. It makes me feel this is not a legit business I would like to move forward with filing an official complaint against this company.. Thanks for your assistance in this matter and help me get to the bottom of this. Thanks!

  

  Business response

  11/15/2023

  I spoke with ******** and it appears there is a miscommunication. The documents that she attached are for only reconstruction services. These are services performed after the mitigation if she wanted to proceed with additional services, this is not something owed to us until she decides to have these services done.

  I just emailed her the breakdown for the services we did perform and she did paid for, I am attaching here as well. We came to an agreement with ******** that we would charge $5,000 for the mitigation needed in her home but as we were performing the services we found more work needed to be done, we performed all the work that was needed but did not charge anything extra for this. We added a discount to her of $9,265.47 which is near double what we charged her. We made sure that she was taken care of and we completed the services in her home by attempting to go above and beyond on the mitigation ensuring she got an large discount to assist her. I am unsure why her project manager didn't relay this information to her and I did apologize to ******** that she didn't get this breakdown sooner. 

  I asked her to call me ************ or email me ***************** with any questions she might have on this so I can further assist to ensure she has all the data she needs. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday June 29, 2023 my toilet was leaking so I had a plumber take a look at it. He said the floor was sinking where the toilet was and it would have to be repaired/replaced. He said my insurance might cover it so he hooked me up with a rep from Chicago Water And Fire restoration. He assured me my insurance would cover it so he took pictures of the area, had me initial some documents on his i-pad and sent a couple of guys over to remove the toilet, dig a hole in the floor and set up a dehumidifier and an air filtration system. They told me the estimated cost to repair my floor was $5000. I thought this was crazy and after the rep telling me over and over my insurance would cover it they didn't. He then told me a public adjuster would take care of it but after a few days he couldn't find one because the job was considered too small. I had a local construction worker tell me it would only cost $900 to repair so I told the rep to drop my case. A few days later I received an invoice for $2800 from CWF. I called them and told them all they did was dig a 2 foot by 3 foot hole in my floor, I shouldn't have to pay it and they were going to hear from my lawyer. They said I agreed to pay this in "my contract" which I initialed. Within 5 minutes I received texts they were charging my debit card $2800 (I only had over $700 in my checking). I never gave them my debit card info. I talked to an attorney and my bank. The lawyer told me to work something out with them and contact the BBB. I called CWF back and they lowered the cost $400. I gave them my credit card info for $2400. They also sent me emails stating they were not going to dispute a dispute from my bank. 8/1/23- CWF called me and said $1000 showed up on their end from my debit card and they wanted to reverse it and charge my credit card $2400. Talked to my ************** showed up on their end, told CWF, told them to call me back Friday if all was ok w/debit I'd give them my credit card. info.

  

  Business response

  08/03/2023

  Working with customer on this 

  Customer response

  08/07/2023

   
  Complaint: 20408943
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Maybe I'm misunderstanding their response but they are saying they are "working" with me on this.  They adjusted the cost to my satisfaction and assured me we were done dealing with each other.  I don't want to have any more to do with them.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my deep dissatisfaction with the services provided by CWF Restoration. 1.Misleading Business Practices: Initially, ***** from CWF Restoration provided misleading information, which later turned out to be a ploy to secure our business: a.Misrepresented Cost: ***** verbally estimated the cost can be as low as $3,000, but the final cost escalated to approximately $18,000, a substantial difference that was not mentioned initially. b.False Assurances about Carpet Replacement: he advised that carpet replacement might not be necessary due to the clean water damage. However, the restoration team cut the carpet to dry the basement, rendering it beyond repair. c.Unjustified Wall Replacement: ***** suggested the water damage to the wall was limited and we may not need to replace the whole wall, the restoration team later proposed replacing the entire wall.2.Lack of Transparency: When we questioned the exorbitant $18,000 cost, Zuzana, the restoration team estimator, whose first reaction was since we were going through home insurance, the cost shouldn't matter. But as we were about to renew our home insurance, the premium jumped up by 40%! Additionally, My wife asked if we can bring down the cost by not replacing the entire wall. ****** said we had to first sign the ~18K contract before we can discuss with a project manager for the details, which is beyond ridiculous.3.Overpricing: Even though they did dry the basement, we eventually decided not to continue doing business with them given the bad experience. After we told them so, they billed us ~$4K just for drying the basement (1 man working for ~ 4hrs and leaving 6 fans drying for 4 days). Our insurance agency suggested it is overpriced, not to mention the drying cost alone far exceeds the minimum $3K mentioned by *****.

  

  Business response

  05/23/2023

  Working with customer on getting a resolution for their complaints. After talking with them yesterday they told me we have gone above and beyond their expectations. This should be resolved in the next couple days. 

  Customer response

  05/26/2023

   
  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

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Chicago Water and Fire performed mitigation work on my condo after 6 pipes burst. During the mitigation work, they ripped my $2,000 couch.

  

  Business response

  03/22/2023

  Hello!  I apologize for any inconvenience.  It was my understanding that our management team has been in contact with you and has offered to compensate you for this couch.  As well as discounting our services to come in line with what your insurance company is providing so that you are left without any out of pocket costs.  

  Customer response

  03/22/2023

   
  Complaint: 19632442
  
  I am rejecting this response because: I have not been offered a discount on services. I was only offered payment for my Couch if i immediately pay the entire invoice.
  
  Sincerely,
  
  Summer *******

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We enlisted services for water damaged causes by a faulty pipe. The company provided services and submitted a claim to our insurance. It seems that we weee taken advantage of and charged for more than needed services, then told if insurance failed to cover the charges we would get an adjustment for the self pay cost. For instance we would not have had them provide dehumidifiers for the $500 fee as we can have other companies bring them to us for a fraction of the cost. Before the claim was even closed with our insurance the company insisted it was denied and we needed to pay the full invoice immediately. When we refused to immediately pay as we are still working with the insurance claims team, the company attempted to run our credit card for various amounts until a charge went through. We would like the charges refunded until we settle with insurance. Overall it seems weve been scammed/taken advantage of.

  

  Business response

  12/19/2022

  This is wildly inaccurate and has already been resolved with the customer. 

  Customer response

  12/20/2022

   
  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,
  
  S Tabba

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a fire in our house on 7/5/22. We found Chicago Water and Fire (goes by **** and originally Power Dry of Chicago) later that day based on a large number of ****** reviews. They promised that they would bring in some fans "as a courtesy." They never said that it was contingent on us staying with them. On the second day we requested the cost for the 3 "hyroxyl" fans and 3 HEPA fans per day. They refused to give us any costs (saying "we can't do that"). Therefore we terminated the contract on the 5th day (the last possible day per a paragraph in their contract). They removed the fans that day. Then they sent us a bill for over $5000 2 weeks later.

  

  Business response

  08/30/2022

  This is not an accurate or factual depiction of events.  Also, this issue was resolved with this customer on 8/19/2022, they can confirm that. 

  Customer response

  09/01/2022

   
  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,
  
  *********************

*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. ↩