Complaints

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/17/2024. Pipe Burst. In the kitchen I Called ********** and they said I had to get a water mitigation. Statefarm gave me 3 that I could choose from, I chose Service Master. They came in did the work. They charged $3,761.21 for the work done. I had to get a contractor estimate on the kitchen. It was $8,130. He did the work. Meanwhile Service Master reach out to me in February and said ********* said they had put their money in my check. I reached out to ServiceMaster to let them know that I did not have their money in my check because state farm only paid me $9,331.34. State farm is claiming they gave me $10,891.21. (Not true.) I only received one check from state farm. I have a copy of that check. This has been going on for lest 2 months. This is still going on. I have all the paperwork and I am staying in contact with service master to let them know what is going on. I don't want Service Master to take me to court for this $3,761.21. I really don't have extra money to pay out of my pocket that is why I pay insurance.

  Business response

  04/25/2024

   I took a look into the file and the total of the estimate so far including the water mitigation done by Service master was $11,891. Minus Mrs. ******** $1,000 deductible State Farm has paid out $10,891.21 so far for the structural damage. (We are re-issuing one check in the amount of $1763.03 because it had a mtg ** name included on it but there is no mtg on the home) I have explained to Mrs. ******** daughter **** that on page 6 of the estimate there is a section labeled "water mitigation" for Service Master. Near the bottom of page 8 of the estimate, that section ends and gives a total of $3,761.21. Which is the amount ******************* listed in her **mplaint that she hasn't been paid.  So that amount is included and has been paid to ******************* for her to pay service master. That is done to make sure the work that was done is satisfactory to *******************, as we wouldnt want a **ntractor to get paid that ***** performed the work up to her standards. There are a few outstanding items, including payment for flooring which is in process and being paid to directly *******************. It seems the major issue is Mrs. ******** not understanding that payment for Service Masters work was paid directly to her in an initial payment. I'm not sure where that money has gone but we definitely paid it.

  Customer response

  05/02/2024

   
  Complaint: 21622542
  
  I am rejecting this response because: I ONLY RECEIVED $9,331.34. Mr. ********************** did not give me $10,891.  He needs to look in his files and he will see that is the only check I received. He makes it seems like I got more than 1 check. I have not seen a 10-thousand-dollar check. I don't understand why someone would want to get over on an elderly person. WOW

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

  Customer response

  05/07/2024

  On 5/3 State Farm sent another check for $3,262.95 for Service Master. State Farm still owe ****************** $498.26 

  This is what state farm said it would pay.

  Invoices for State Farm to pay:
  Plumbing 596.13
  Water Mitigation 3761.21
  Repairs 9236.95
  TOTAL 13594.29
  
  

  Business response

  05/08/2024

   

  This is a claim issue that has been responded to several times, below is the latest response from our claim office to the customer sent Yesterday via email.  Apparently, the funds that we have already paid to the insured that was supposed to go to Service Master was used for something else by them unrelated to this claim

   

  Although I can appreciate the frustration in this situation,I must bring to your attention the incurred costs have been paid to you less the deductible. You have provided us with all incurred costs, they have been reviewed and paid directly to you. There is no more money left to be paid on this claim. This has been explained through email and over the phone. Without any additional information there is no more to do on this claim. No one at any time expressed $18,000 was owed because your insurance is to cover incurred costs in which has been addressed and paid. I can only assume you thought that the Limit of Liability $18,504.00 on the Summary of Loss was an amount you were intitled to. That amount means the cap of how much can be claimed for that Coverage A Dwelling Extension/Other Structures. Just like Limit of Liability $55,511.00 for *************** of Use/Loss of Rent means thats all the money you would have been allowed if needed to stay away from the residence due to this occurrence. Please review the State Farm estimate that has all this information regarding what was paid and how much. I understand your confusion as the checks vary in amounts. Please understand regardless of the amount of each individual check does not change the amount of the entire claim. Please refer to page 8 on your State Farm estimate where it states the water mitigation paid was $3,761.21. Page 6 shows CMS was paid $9,236.95 which included that last invoice you sent to me recently of the flooring material.Page 9 has the ** repairs of $596.13 of all the incurred costs you paid to them. These costs incurred are paid less your deductible of $1,000. I do hope this clears up the confusion you have been experiencing. I understand this has been difficult and frustrating to have to make sure you get what you are intitled to. Please know I have reviewed many times to ensure that you have gotten what is owed to you. At this time, this claim is closed, and no more handling will be warranted. Thank you for the opportunity to assist you in this matter.
  
  Have a beautiful day,
  
  *****************************************
  Claims Specialist
  WCCS  &  Proximity
  Fax -- **************
  Phone **************
  Email *********************************

  
  

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