Complaints

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  05/21/2024 thru 06/04/2024 *********** came and mitigated water and removed flooring and walls, when repaired they used the slop sink in the basement to clean up the drywall compound, which clogged the sink and put drywall compound in our water well. The sink flooded when our water softener drained into it. The drain had to be snaked out, the well had to be pumped to remove the compound and the basement had to be dried.

  Business response

  08/05/2024

  In reference to case #********, when we arrived at the property to access the water damage, we noticed that there was a flood cut in that utility room and questioned if this was part of the loss, the customer stated that it was not that damage is because his utility sink gets clogged and overflows when he cleans his stuff from making homemade bullets. The utility sink had a large amount of caked on debris.  Contractor owner had left property, went back within an hour when the customer called that his basement is getting water, the customer had a garden hose hooked up to the faucet to use outside and was running it for a while, the connection was spraying all over, we ran the water after he unhooked the garden hose and checked the sump pump pit there was no backup in there and the water was flowing in the drain. There was very little water on the floor and no drywall damage.

  Best Regards,

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

  USA Water and Fire

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

  Customer response

  08/05/2024

   
  Complaint: 21892484
  
  I am rejecting this response because:  It does not even make sense to the claim. Bullets casings get cleaned with water only. I stated to ***** (superintendent) that his drywall guy washed their drywall mud tools out in my slop sink and it caused it to overflow. The caked up debris in the bottom of the slop sink as pictured in the attachments. ***** felt the debris and agreed that it was drywall mud, I kept some in a jar if they need a sample. As far as a garden hose I would have to run 150feet or more of garden hose to get it outside which my hoses are not that long. The hose in that room that may have been noticed goes to my well system, this hose drains my system when needed.

  As attached all these pictures were sent to ***** who stated he was the companies owner. Picture 1 show the slop sink with standing water, picture 2 shows the drywall debris left after unclogging the drain, picture 3 shows standing water outside of the well pump room, picture 4 shows well pump room with standing water this was after it had been mopped, this is where the slop sink is located.

  As with all the interactions with this company they side step the issues and never provide a straight answer. All I am looking for is compensation for the repairs that needed to be done to fix the problem they created.
  

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

  Business response

  09/04/2024

  Attached is the invoice from the customers company to repair the clogged sink, we are willing to pay the $600.00, if he can provide the receipt for the drying fans and dehumidifier, we would pay the full amount of $940.00.

  Customer response

  09/04/2024

   
  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

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company came to my home on Saturday morning after I called on F Friday night. The contractor assumed I had insurance coverage he instructed his crew to remove doors, cut drywall, move baseboards, carpet, and my two 8 x 10 rugs. They returned to pick up their equipment and changed $7000. They claim all my doors were damaged I didnt even have a chance to see damage they took everything. When I asked for my doors and rugs to be returned. They claim they are being cleaned . Now they want to charge me $500 to return my rugs.

  Business response

  03/27/2024

  We arrived at the customers home on 2/3/24 for a sump pump failure with the basement flooded with water, *************** signed a contract with *** Water And Fire (attached). Mitigation was performed on the basement to prevent further damages (estimate attached). The customer does have insurance but it was determined that her policy did not have the additional coverage for backup. On 2/5/2024 our estimator was dispatched to the home to meet with the customer and walked the property for the damage and to prepare an estimate. On 2/10/24 the estimate was provided to the customer in person and instead of paying the estimate amount of $10557.82, her and the project manager agreed on a final price for the mitigation of $7000.00. The customer paid the agreed amount with a check (attached).  Some of the doors where left on site annd the other doors that were damaged due to swelling were discarded. The customer was present when the services where provided.  Some pictures attached

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called a service number for information on mold inspections and after providing my address was advised "*** from a 630 number would return my call." ***************** called me at 11:45 and we spoke about my concern of being told there is "suspected mold" on pieces of lumber attached to both ends of the steel I-beam (in the ceiling). At no time did I mention it being an emergency and/or was standing water an issue. *** stated he could be at my home at 6pm and there is no charge for him to come out. Upon his arrival at 30 minutes past 6pm, he was extremely pleasant and complimented my home several times. We went to the basement and with both our phone lights looked at the 4x4 piece of wood compared to the photo provided me and *** implicitly stated "there was no mold and it was worn/old wood and that there was no charge for doing nothing." I asked for a report to say there was no mold found, *** then stated the report fee was $220.00.I wrote the check and he left my home after no being there 30 minutes stating he would have the ladies send the report via email the next morning. After speaking with my attorney I texted ***** 630 cell phone number advising no report was needed and asked him to call me. After hours of no reply and not emailed report, I called *** and found him to be very different from the nice professional I met the day prior. He then changed his tune and said that the fee to come out was $220.00. I reminded him he told me before our meeting that there was no charge to come out. His reply was "it's for my gas!" I ended the call and called the main office where I spoke to the receptionist that 1st took my request and she restated there was no fee to come out so I asked to escalate my request to cancel my check payment, nothing was done and no report is needed and told a supervisor will look into my issue and call me. To date I have called 4 different times and no one has returned my call. This is a bait and switch move to now charge me a service all fee.

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