Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/7/2024, we had water damage to our basement due to a broken pipe. We called our home insurance (**************) who contacted ***********************, and they came and did the mitigation work over the next one week. (We got our own plumber to fix the broken pipe and paid for it ourselves). The whole roof, walls and carpet floor of a bedroom, partial floor and walls of a second bedroom, and the connecting hall and adjacent closets were damaged. We signed a contract for the repair work with ***********************. They took several photos and videos of the work to be done and told us that the repair team will come and do the repairs in 2 weeks. It has been over three weeks since the mitigation work was completed, and the repair estimate, as far as we know, has still not been submitted to the insurance company. We would appreciate the help of BBB to ensure that the repair work is completed at the earliest as we currently have two bedrooms which cannot be used.

  Business response

  11/01/2024

  Kustom submitted our estimate to insurance the week of 9/30/2024. Our estimator **** ****** has spoken with the homeowner multiple times to let them know insurance has the estimate and its under review. In our program Alacrity the job/estimate is showing as "under adjuster review". Our program coordinator ******* had said we cant request a follow up until 30 days so it is stuck there until it is reviewed. **** has emailed the estimate to the homeowner and adjuster in the same email thread. We are currently just waiting on the adjuster/insurance. 

  Customer response

  11/07/2024

  Hi, 

  The Message from BBB states that the estimate for repairs from Kustom was sent to the insurance company on September 30, 2024. This I believe is not correct. Mr. **** ******, sent the estimate for repairs to ************** (our insurance company) on 10/14/ 2024 and I was copied on that email. I have attached a screenshot of that email. 
  It has been two months today since we submitted the initial damage complaint to Liberty Mutual and Kustom. Till now, no repair work has been done and we are still not able to use two bedrooms in the house. I would appreciate it very much if you could help in anyway to speed up the process and get the repairs done fast.

  Thanks

  ***** ******

  Customer response

  11/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Hi, 

  The Message from BBB states that the estimate for repairs from Kustom was sent to the insurance company on September 30, 2024. This I believe is not correct. Mr. **** ******, sent the estimate for repairs to ************** (our insurance company) on 10/14/ 2024 and I was copied on that email. I have attached a screenshot of that email. 
  It has been two months today since we submitted the initial damage complaint to Liberty Mutual and Kustom. Till now, no repair work has been done and we are still not able to use two bedrooms in the house. I would appreciate it very much if you could help in anyway to speed up the process and get the repairs done fast.

  Thanks

  ***** ******

  
  

  Business response

  11/15/2024

  As shown in the customer's screenshot, our estimator **** ****** did complete and submit the estimate on 10/8/2024. The screenshots I have attached show that the estimate was submitted through our program portal on 10/8/2024, as well. He resent the estimate via email to the homeowner and adjuster on 10/14/2024. We were sent this job through a program we work with called Alacrity,and they have strict guidelines. While the adjuster may have been communicating through email, everything has to officially go through the program portal, including estimate revisions, and the adjuster has not communicated at all through the program dashboard. As shown by the screenshot titled "Kovoor notes for claim", the estimate was accepted and sent to the insurance carrier/adjuster for approval on 10/8/2024. The screenshot titled "Kovoor Workflow Action Box" shows that we did not hear back on revisions or any further communication until today, 11/15/2024. As previously stated, we are unable to move forward and start repairs until the adjuster sends any needed estimate revisions and estimate approval through the Alacrity program portal. **** is working on the revisions request that was sent today. He will have those submitted by this evening, and we will hopefully be able to move forward with repairs at that point if the adjuster sends an approval through the program portal. Our program coodinator, ******* *******, spoke with the homeowner today and discussed the steps involved with a program job and that we are waiting on our end to be able to move forward with repairs.

  Customer response

  11/18/2024

  The company says they are working on getting the revised estimate back to the insurance through the special portal that they use for communication. The repair work has still not started. 

  Customer response

  11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The company says they are working on getting the revised estimate back to the insurance through the special portal that they use for communication. The repair work has still not started. 
  
  Regards,
  
  ***** ******

  
  

  Business response

  12/04/2024

  Hello, we have previously submitted documentation that shows we are waiting on insurance to respond. We have to have an agreed upon estimate before we can begin work, and all communication has to go through the program communication portal. The adjuster with the homeowner's insurance company has been slow to respond and revising the estimate. Our hands are currently tied. We cannot start repairs until the adjuster agrees on the estimate and scope of work. The delay in starting the repairs that Mr. ****** has filed the complaint about is not due to our lack of communication or unwillingness to begin repairs. We cannot begin the repairs until the program we are working through says that we are allowed to begin repairs. We need an agreed upon estimate. The homeowner's compaint should be directed at his insurance carrier/adjuster, not Kustom. The only way we can begin repairs right now is if the homeowner would like to sign the estimate we curently have and assume financial responsibility for the work before we have an agreed upon estimate stating how much the insurance is willing to pay.

  Business response

  12/04/2024

  Hello, we have previously submitted documentation that shows we are waiting on insurance to respond. We have to have an agreed upon estimate before we can begin work, and all communication has to go through the program communication portal. The adjuster with the homeowner's insurance company has been slow to respond and revising the estimate. Our hands are currently tied. We cannot start repairs until the adjuster agrees on the estimate and scope of work. The delay in starting the repairs that Mr. ****** has filed the complaint about is not due to our lack of communication or unwillingness to begin repairs. We cannot begin the repairs until the program we are working through says that we are allowed to begin repairs. We need an agreed upon estimate. The homeowner's compaint should be directed at his insurance carrier/adjuster, not Kustom.

  Customer response

  12/11/2024

  Both *********************** and the insurance company ************** are very slow in their response. 3 months after the initial complaint, yesterday the insurance company has approved $14486.72 for the work and today 12/11/2024, the Kustom representative is coming to discuss about starting the work. 

*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. ↩