Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired Aapex for restoration services for our water damage to our home. They performed restoration/mitigation services of cleaning up the water and tearing up the floor only. They gave us an invoice for those services of $6,419.68 of which our insurance company has agreed to pay. In addition they said they would get quotes for repairs so we said ok, this took multiple weeks to obtain and were submitted to me which we forwarded to our insurance. The insurance company took many weeks to review due to the complexity and inaccuracies in the quote. They called me about the quote and they ultimately have to bring their own contractor in to requited due to the inaccurate quoting and over inflation. In the meantime this has taken so long I requested to no longer use Aapex services due to these problems and delays and overstated repair quote. They came back saying we signed a contract and I have yet to see a copy. My husband signed for the mitigation to be performed only on 9/26/24 and signed no further document upon receiving repair quotes. They have also threatened me with putting a lien on my house now for repairs they have not done as a 20% cancelation fee and have sent the invoice. This company has caused us so much trouble and their threatening behavior should not be allowed. They will be paid the $6K for their services from my insurance and we need to be out of any further services. They have yet to send a signed contract referring to 20% of an unknown amount to cancel with them!!

  Business response

  11/19/2024

  We have all the documents pertaining to this claim including text messages and emails to support our position if requested / desired.

  Business response

  11/20/2024

  First, I would like to acknowledge the frustration and aggravation of dealing with an insurer, particularly, Progressive.  Aapex has been working in the insurance claims industry with a combined 30+ years’ experience. We hold our selves to high standards and deliver the most favorable outcomes to our clients.  With that being said, we explain fully to our clients how the process works with total transparency.   We received this complaint from ****** ********* regarding her property located at **** ********* ***** ****** ****** ** *****.  We would like to state that we have been retained by a signed and dated contract with ******** ******* of **** ********* ***** *****.  We have never spoken to, nor have we ever seen Ms. ********* regarding the property location.  We do not know what relationship they share, if any. As we understand it Ms. ********* resides in another state. We first met with Mr. ******* on Tuesday, September 24, 2024, at 9 am to assess the water mitigation / restoration concern(s) he had going on.  Upon our review, we advised him that he should file an insurance claim with his carrier, Progressive.  The damage was significant in scope and price, and we left him with that decision.  At 10:08 am that same day Mr. ******* texted our office stating that the insurance claim had been filed.  He provided us with the contact information of the assigned adjuster.  At that point, we contacted Progressive securing a verbal to move forward with the mitigation process and scheduled a virtual tour for Monday, September 30, 2024, at 11:00 am and submitted our water mitigation invoice to the insurer.  In the interim, we scheduled the start of the mitigation and showed up at said property on September 26, 2024, at which time we verified with Mr. ******* that he indeed wanted to move forward with the mitigation and restoration services under contract with Aapex.  He signed and dated a contract, and assignment of benefits and (2) notice of cancellation forms.  This form gave Mr. ******* until midnight on October 02, 2024, to cancel any relationship with Aapex without penalty. He would have needed to sign a copy and mail it back to our office. On Tuesday, October 1, 2024, Aapex met with our vendor to take measurement(s) and check on product availability for the restoration portion of the claim and to provide an accurate estimate of repairs to Progressive for our client.  Mr. ******* was unable to attend that meeting but texted us the entry code granting us entry to keep the process moving.  We provided our written estimate of repairs to Progressive on October 15, 2024, and inquired about our open water mitigation invoice that had been submitted and due upon receipt 9/30/2024 for services rendered in the amount of $6419.68.  The water mitigation invoice is an obligation of the policyholder and technically needs paid by him to Aapex and then he would be reimbursed by the insurer.  We submitted our invoice as a curtesy to Mr. ******* and at the request of the insurer stating that it would be paid in full upon receipt.  We have yet to receive that payment and today is Tuesday, November 19, 2024.     Nor has the adjuster responded to our numerous requests for an update on the claim.  We were never contacted regarding any estimate concerns. So, we object to the accusations that it took weeks for Aapex to provide information to the insurer or that the complexity and inaccuracies of the quote held up the process in any way.  Had the adjuster or even the policyholder reached out to Aapex we would have certainly taken any concerns into consideration and would have made any necessary changes.  It’s called navigating a claim something that we do very well.  This is the first time that we have heard of any issue(s) and / or concern(s) regarding said claim which is from someone that we do not technically hold a contract with.  The claim was progressing quickly in the world of insurance claims when some take months to years to settle as explained prior to Aapex getting involved.  Aapex was not given any specifics other than Ms. ********* felt that it was taking longer than she liked and no longer wanted to utilize our services.  She stated that she wished to terminate any spoken, written or agreed upon terms.  Throwing around misinformation pertaining to quote inaccuracies and over inflation.  We use the same estimating software and local database for our estimates as the large insurance companies (Xactimate or Symbility) and provide all supporting documentation to justify our billings and accuracy.    Ms. ********* also stated that she had not seen a copy of the signed contract at the time of this complaint when in fact she had been emailed a copy of all signed and dated documents in a reply email addressed to her and Mr. ******* on November 19, 2024, to which she replied that it was unprofessional to respond from an iPhone.  I, however, believe in handling concerns directly and immediately.  We are a mobile company and don’t always have the luxury of sitting behind a desk all day.  I would have thought that getting a response, albeit not the response she was expecting, would be more important than where it originated from.   The simple truth is that Mr. ******* signed a water mitigation and restoration (the action of returning something to its former condition) contract with Aapex and was aware of the fact he did so.  We have numerous emails and text messages to prove as much.  Ms. ********* herself admits in her complaint that their contract was for mitigation and restoration.  Maybe she isn’t aware of the definition of restoration?  I am certain of the possibility that Progressive did what they do best and tried to separate the policyholder and the contractor citing untruths of inaccuracies, inflation and that they would need to send one of their contractors out (which is paid for by Progressive! Can you say BIASED?) to pay out a claim for less than which is not only unfair to the policyholder, but I may add is illegal.  In this instance impatience and lack of knowledge worked in their favor.  We hold the contract with Mr. ****** as a General Contractor working both the mitigation and restoration of this claim.  Ms. *********** request to terminate any contract, although not her place since it was not signed by her, at this point entitles us to pursue legal action as Breach of Contract.  We are entitled to recover 20% of the contracted amount that is represented in our estimate of repairs to Progressive.  As for the outstanding water mitigation invoice, it remains unpaid and thirty days past due.  Without payment from the insurer or our client, Mr. *******, we are issuing a lien against said property until it is paid in full.  Once the balance has been satisfied the lien will be removed.   At this point, we would like to see resolution on the water mitigation side of the claim.  We feel that after Ms. ********* overstepped that we would not be able to entertain a working relationship with our contact holder without tension or complications if she were to be involved.  We would like to speak with Mr. ****** and end our working relationship on a positive.  We understand everyone’s struggle with repairs and the time it takes to complete. As it typically stems from the client’s own insurer.   We are not unwilling to work with our clients when given a chance. 

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