Complaints

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 7th our house flooded. Our insurance instructed us to get water mitigation involved. We called QD restoration the next morning and they came out and started working. The company responded quickly, but did not do a proper job assessing how far the water damage had gone and missed drying a bathroom and under stairs closet, which they responded to at a later time.Fast forward to now and we get over a $15,000 bill for a few days of work. Our insurance won't cover all the charges because this company manually increased all of their prices to be significantly above industry standards used in the Xactimate software. When speaking to this company's representative ************************* and trying to get insurance to pay for things he told us, "Well, if you had to pay out of pocket we would charge less and work with you on being more fair," which of course means they were trying to get everything they can from insurance. However now that insurance won't cover everything this company is refusing to listen to our concerns and resolve the issue. They have not sent us an updated bill with what they are charging for after we let them know there were items on the bill that were not consistent with what actually happened in the house. For example they charged for six blowers inside of our tiny staircase closet when I have a picture of only three machines under the stairs. They had inaccuracies in labor hours, what equipment was used on what days, and are unable to give us any reason as to why they increased their prices. We have reached out to the company and their representative ******* several times, but feel like they are not listening to us. We just want this to be resolved in a reasonable manner and to warn others that this company does not play nice with USAA.

  

  Business response

  04/10/2024

  I got the message about the *** complaint. I am forwarding the correspondence withthe customer thus far below. It is pretty wordy, and would be time consuming to read everything, so I have a summary here, and I will highlight where you can find specific things said that I will point out. Feel free to read through it if you have the time and desire to, but you should have everything you need to handle the BBB complaint with this
  
  There was a gap in our correspondence where were were getting a recording approved to send to the ** between myself and the Adjuster, where, if I can say so, I did a good job putting them on the spot and calling out their practices. The language and statements made in the complaint suggest this was sent in some time before my response on April 3rd. His response on april 4th contradicts some of the things he states in the BBB complaint. I feel if we handle this correctly we can probably get him to rescind this.
  
  
  
  
  The beginning of the complaint is where the bathroom and hallway where not originally found to have water.
  
  Of the complaint, this is really the only matter still unresolved. While the documentation shows it I would like confirmation that it is accurate that equipment was placed in these rooms same day as everything else.
  
  I looked at the dry logs, they support that you put equipment the first day, can you explain more what happened there? Where you called back, or was there another trip for more equipment? Is the dry logs in error?
  
  When he references prices well above industry standards used in the Xactimate software:
  
  I have pointed out that Xactimate is not the industry standard for pricing. That is a term that USAA has kept saying that they owe for. 
  
  I further provided the **** where Xactimate explicitly stated the expectation is that valid prices are found above and below the price provided.
  
  The ** has reviewed their insurance policy at my urging, and like I advised, the terms "Xactimate" and "industry standard" are not found in their policy it states "reasonable expense" He further stated he will be taking that to the *************** Commissioner.
  
  I have supplied a clean fax survey result of 2023 in it I ask him to zero in on two things:
  
  the biggest challenges facing restoration companies is retention of employees, and profitability.
  
  per this report QD is well under the national average when adjusted for cost of living in *****, and $ 0.31 above the median.
  
  I also informed him I can't legally define what "reasonable expense" is to him, but I trust him to review all this and see what is reasonable and what is not.
  
  The quote he has me saying 100% is not what I said. It is completely taken out of context. If I did say exactly that I stumbled over words, which, if you talk with me I do....rarely, but I do, everyone does.
  
  in writing what I said was:
  
  "Currently the ask of $3,800 for you to pay out of pocket, because after the errors, and some concessions made in good faith to attempt to negotiate has failed, we have a number we need to collect on to keep the doors open. The reason for the two prices, Where we asked the insurance for $4,200, and you $3,800 is that one is a kindness to you, our customer, because we are trying to balance the business needs, with the understanding that you are being asked to pay an additional amount that is twice your expected out of pocket with your deductible. If USAA would have made an offer close to that, we may have accepted as settled, but no, I did not offer them anything lower, when they can't prove that their ask is justified."
  
  The remainder of the complaint is rehashing the blowers in the closet issue, and us not responding. 
  
  I have sent photos, and he has acknowledged, there were 4 blowers in the closet not 3, and he has agreed with that.
  
  Before receiving this complaint, I have already worked on addressing this with him. 
  
  I have answered his questions about the remaining equipment.
  
  and pointed out he was not charged for the hardwood floor drying equipment, that is more expensive than normal equipment.
  
  All the issues with labor time is born from a complete misunderstanding of what is billed hourly, and how this industry operates, which is understand from an outside looking in perspective. 
  
  the difference between our hours charged and what USAA approved is:
  
  4 for regular
  
  1 for after hours
  
  This is not so egregious it can't be explained to the BBB as a disagreement between us and the carrier, which the customer is starting to see our point of view is more legitimate than USAA is stating.
  
  In regards to the last line where he stated we would not play nice with USAA, in his response on 4/4 after he listened to the recording he stated "Thank you for arguing for our benefit"
  
  
  
  I am going to continue to work with the **, and my strategy with them is going to be "Look the right price is what we agree to, we are willing to work in good faith, but our pricing is legitimate, and the scope of work valid, yes there are some errors on it, and all I can say is we are human, humans make mistakes, and we are only after what is fair and owed to us, and to make you not regret calling us." I will use that mindset to help bring this to a resolution.
  
  
  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In late June/2023 I hired a company (QD Restoration) to do the mitigation work on my bathroom closet because of a water leak. When they plugged in their large fans to dry out the damaged area, one of my electric wall plugs was damaged. I pointed out the damage to a worker and she took a photo of it and would ask her boss if they would fix the damage. I had to wait on my insurance company to see if this damage was covered. My insurance did not cover this damage. The estimate from my insurance company was $51.03. I got in touch with QD Restoration to see if they would fix the damage. I keep getting the run around about having to asking their boss. This was negligent from their equipment. My insurance company paid QD Restoration $1700+ for the work they did.

  

  Business response

  11/01/2023

  Thank you so much for your concern and taking the time to speak with us. I am glad we were able to resolve the situation. 

  Customer response

  11/03/2023

  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November 2022, i had a leak in my house and I called QD Restoration. The did the job and then they billed the insurance. The insurance say that they were over charging and the value the insurance thought it was fir the jib they did was under my deductible. Now they are coming after me to tey to collect their money. I asked for a detailed invoice and the insurance was right. They charge for 10 days of of having fans in my house when they were only 5, hours if work that did not do, etc. I will send the invoice with my notes. I give ******** to the restoration check that QD Restoration sent to repair the walls which QD Restoration does not have an idea where it is. Now they are telling me tha iron Foe which is the company that came to my house to repair the walls is a different company. How do I lknow that? QD RestorTio. Sent them to my house. They sent an email saying thT because the insurance did not pay them they are coming after me or they will send me to collection. I want them to corrext the invoice for the job that was done. Not to create faKe charges.the insurance saif they job they did is about ******** and I already paid ********. They are truing to charge me ******** more. Please help me to settle this. The busi ess do not have any right to over charge or make fake charges. I tried to contact the billing department and I did not get a call back, not even when I paid my deductible to them. The only comunicarion I had was through emails. I missed one call where they were aski g for a copy of my check. I called left a message asked them to call me back and their answer was by email telling me that Iron Foe was another company. Well they sent it to my house, how did I know that? And also what I consider a harassment by saying that they are goi g to charge me that whple amount and send me collection without even checking that their people are overcharging.

  

  Business response

  05/15/2023

  This claim is still in negations between our billing department (RIB) and the insurance. I have attached a copy of our invoice to this message. The claim has been open since 11/15/2022 and has not been paid. There were some errors on the original estimate that have been corrected and submitted to the insurance company. The $5700 is not for QD Restoration but our sister company Ironfoe Construction. I have attached the estimate and the work authorization for them. The job for Ironfoe Construction has been completed and there is a refund of $1356.65 that is due to the customer at this time. We can transfer the funds to QD Restoration and apply them to that invoice if she would like. 

  Customer response

  05/18/2023

  Complaint: 20036434
  
  I am rejecting this response because: QD Restoration can take the $1,356.65 I do not have a problem with that. The invoice still shows the over charges that I mentioned before and you can see my notes on it. (Attached files) They are saying that my case is still in progress with the insurance so why they are saying that they will send me to collection.

  I already paid my part (my deductible) I am not willing to pay anything else, specially when they are over charging for hours and work that they did not do.
  
  Regards,
  
  *************************

  

  Business response

  05/18/2023

  As stated in the previous message. There were errors within the QD Restoration estimate that totaled $1066.80 for the incorrect days and labor. Your QD Restoration invoice that has been open since 11/15/22 has gone from $7518.65 (originally billed) to $6451.85. This is the total that is still in negotiations with your insurance at this time. Yes, you are correct, as per your signed contract we may have to escalate this matter if the insurance does not settle, we do need to make you aware of that possibility as it is our responsibility to inform you of the status of your claim . As of today, escalation has not occurred.  Until, then QD Restoration will not have Ironfoe Construction transfer any funds to your open invoice.

  Customer response

  05/23/2023

  Complaint: 20036434
  
  I am rejecting this response because:
  Originally they came up with almost ******** more that I had to pay. Now is more.

  I guess you need to deal with my insurance. I already paid my part, which was my deductible.

  My insurance mentioned to me that they tried to contact the restoration company but nobody has returned their call.  

  Thank you

  Regards,
  
  *************************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In November 2022 we had minor plumbing issue and were advised we would need to have a separate company open a hole in the wall for the plumber to begin their repair. QD restoration came onsite 11/10/2022. Our insurance agent advised them to only perform work necessary. We began calling them in November multiple times for update on when they would complete the work. Their on site workers came to check on the blowers but could not provide us a completion date and said they would communicate our concerns back to QD Office. Meanwhile our Insurance agent continued reaching out to QD for an update and confirmation of work with no success throughout the month of December. He finally received an amount of $15,296.57 with no explanation or itemized list. We continued asking for something in writing and received a letter dated 1/20/2023 with just an amount of $15,296.57 and no explanation of the costs. Our Insurance agent continued reaching out to QD and let us know it appeared as though they did not want to get paid as they were not providing him with necessary information to pay the claim. We continued leaving messages and requesting itemized bill with explanation of costs. Instead of receiving an itemized bill we received a collection notice. In February after again calling to ask for itemized bill we received a list of descriptions with no actual cost of each item? QD even listed 2 storage pods when we only had one. We also began receiving multiple copies of collection notices on different days of 2/14/23, 2/15/23 and 2/16/23 with notices all dated 2/13/23. QD ****************** claimed our Insurance Agent had never reached out to them although we had been on conference calls to QD with our agent to get information our agent needed to pay our claim. We are elderly ,QD saw an opportunity to take advantage of our situation. QD has reported us to credit bureau before ever providing us or our insurance agent with reasonable explanation of costs to pay our claim.

  

  Business response

  02/28/2023

  In response to the Better Business Complaint:
  2/28/23
  QD Restoration reached out to ****************** on December 1,2022, at 10:24 am via Podium (messaging system) to collect the balances on both invoices. At the time ****************** did respond and asked for the estimate that was provided to the insurance company. We asked for her email address since we did not have that on file at the time but did send them through the messaging system. Enclosed is a screenshot of the conversation. We did not hear from her after that. She was sent to collections for failing to pay the outstanding balances on her invoices opened on 8/21/22 and 8/22/22. We had been willing to work with her up until February 2023 when QD Restoration had no other choice but to send her to collections. ****************** was paid out by the insurance company and has yet to pay QD Restoration for services rendered.
  As for the **** There has never been a container at the customers home that we had placed there, therefore we did not charge her for any container. I do not know where she is seeing that if she did not have the correct itemized invoice from QD Restoration for her location. The one listed is not her address or name.

  There are other documents to be attached, however, I am only able to upload 4 at this time.

  
  We have already responded to ****************** last week regarding the reviews left on Yelp and the BBB website. The original response is below:

  
  Thank you for your feedback and apologize for your experience. We would like to take the opportunity to add to your review. Your job has been open since 8/2022. Communication between you and our billing department did fall behind and became nonexistent. This has left us with no choice but to escalate your unpaid invoice to our collections department and file a lien against your property to protect our business. At this point is when communication began again not before. Your insurance company did send you a check that you sent to your mortgage company which we have yet to receive. QD Restoration is responsible for the demolition of your property where the water damage has occurred not the rebuild. Prices for rebuild are not included in the estimate which was supplied to your insurance company. While we do have a sister company that would be able to complete the rebuild of your home, you have the right and can choose a company that would suit your needs. Your insurance would and should have advised you of your rights. Our sister company did visit your home and their policy is to collect your deductible to hold your spot which you did not want to proceed with at the time. If you have any additional questions please contact The ***** Group which is handling your collection invoice.

  Customer response

  03/01/2023

  Complaint: 19503324
  
  I am rejecting this response because:QD restoration is not providing our claim information. QD is responding to a different person and claim not associated to ours. Please review our documents which clearly show we began with QD restoration in November 2022 and our name is not *******. The person QD is responding to is not correct. We are ******* and ***************************.
  
  Regards,
  
  **********************************

  

  Business response

  03/01/2023

  We did respond on December 1st via our messaging app. 4 documents were uploaded to the BBB site yesterday as well. You can also contact the ***** Group to get additional information as well as your insurance company.

  Customer response

  03/02/2023

  Complaint: 19503324
  
  I am rejecting this response because: QD restoration continues to respond incorrectly with another unrelated persons project information. Incompetence and dishonesty will not resolve this issue. 
  
  Regards,
  
  **********************************

  

  Business response

  03/21/2023

  This is the customer on the documents. I believe it may be the daughter.

  Customer response

  03/21/2023

  Complaint: 19503324
  
  I am rejecting this response because:

  
  Business continues to ignore the correct claim information provided...still referring to unrelated claim information for another person which also highlights the fact QD is sharing someone else's information incorrectly and without authorization 

  
  Regards,
  
  **********************************

  

  Business response

  04/12/2023

  Good morning,

   

  Please see the attached correspondence between our billing department, the insurance adjuster with Travlers, and *******************

   

  This is the timeline ******* with our billing department at RIB broke down to make sense of the emails:

   

  Hi there,

  Here is a timeline of events:

  11/29: Invoice and all docs sent to adjuster

  12/2: Emailed adjuster to confirm docs received

  12/6: Received email from adjuster that all docs were received and it was under review

  12/9: Emailed adjuster for an update on review

  12/13: Received email from adjuster saying it was still under review and someone could reach back out to him on Monday

  12/15: Emailed adjuster again requesting update

  12/19: Emailed adjuster again requesting update

  12/26: Emailed adjuster again for an update

  12/27: Emailed adjuster again for an update

  12/30: Emailed adjuster again for an update

  1/4: Emailed the adjuster again and CC'd the customer

  1/5: Emailed the adjuster again and CC'd the customer

  1/9: Emailed the adjuster for an update

  1/10: Called the adjuster and left VM

  1/13: Emailed adjuster again requesting call

  1/18: Sent invoice and payment request to customer via **** as the email was no good

  1/30: Full invoice sent to the customer regarding the multiple calls and emails sent to the adjuster with no response

  2/1: Certified mail sent

  2/8: Could not confirm certified mail received so sent another one

  2/13: Balance due notice sent to customer letting them know how many times we tried to reach the adjuster

  2/14: Received call from customer- explained that this was for *** only. Customer complained of hole in the wall, sent another invoice per their request.

  2/15: Another invoice and payment request sent via ****

  2/16: Customer called for full invoice and it was sent to them. Also requested Comparative from the carrier

  2/21: ******** spoke with the customer. He told her the adjuster said he was trying to reach her, but that does not appear to be the case. Customer called the field adjuster, with ******** and he told her he would get a comp to her that night. 

  2/27: Adjuster emailed to say that his manager has to go over the comp before he can send it. Called the adjuster to follow-up. Left VM.

  3/6: Received call from the customer saying the adjuster needed our invoice. Explained to them that it had been sent already and they confirmed receipt of it. Resent it anyway.

  3/8: Customer came in and paid $2450 to cover his deductible

  3/8: Called adjuster's manager and the adjuster. Requested call back. 

  3/16: I received a call from a new adjuster who had been assigned. She stated she was going to create a comp and send it over. Made sure she had correct email addresses.

  3/21: Still no comp from the new adjuster

  3/23: Still not comp from the new adjuster

  3/26: Called the carrier to find out what was going on with the new adjuster and the comp we were waiting on

  4/3: Received comp

  4/7: Called adjuster to discuss comp and had to leave VM.

   

  So, the customer was billed for the invoice before we knew there was new adjuster assigned. I am attempting to work out the payment with the new adjuster, but still not having luck getting them to respond. 

   

  We will stay on top of this. 

   

   

  Please be advise the current invoice does not reflect the additional fees at this time. We would like to avoid escalation and close our invoice.

*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. ↩