Complaints

• Initial Complaint

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 12th we had a water heater link which water was on the floor in the closet where the heater is, and in the hallway and along the edge of the walls in the two bedrooms. We first called the plumber because my husband could not turn off the water from the turn off valve on the heater after that the plumber turned the water off and installed another part and said it had a malfunction part, so the office of the plumber suggested a water Restoration company by the name of Rescue Restoration in ************, this company came out and cause more damage to our home than what the water damage was. They sent out a invoice to our insurance company in the amount of $8,319.88 of course my insurance said they over charge for what the water damage was done, they did things that was totally uncalled for my Insurance paid them $4,834.31 , now they are coming after us for the remaining amount, and now threading to turn us over to collection. They really should be paying for the damages that they done in our home. My insurance refuse to pay them any more than what they felt was due. I would not refer this company to anyone, because they're known for inflating the cost. I don't want them to contact us anymore.

  Business response

  11/09/2023

  On 8/12 customer agreed to begin the scope of work provided, and the job began on 8/13. This mitigation job was completed, and Rescue Restoration pulled equipment on 8/21, after customer had turned off our equipment multiple times, despite being advised in the written contract not to.
  
  A Rescue Restoration customer service representative called the customer after the job was completed to ensure the customer satisfaction, and the customer was satisfied with **********************'s water mitigation services. The customer had no questions or expressed concerns at that time. 
  
  All necessary pictures, estimates, and documents were sent to the customer's insurance company on 8/21 upon completion of the job. 
  
  ********** insurance adjuster was unresponsive until a month later, on 9/21. ********** insurance agent incorrectly categorized the loss and defended the job as CAT 1, (which reduces the amount that the insurance company would be required to pay by half of the invoice provided). The customer was made aware upfront, and spoken to throughout the process, that if there's a difference in what insurance is willing to cover from the work we agreed to complete, that the homeowner would be responsible for paying the difference. Despite our attempts to reason and provide accurate information to ********** insurance company, said company refused to change their stance. ********** insurance adjuster then advised the customer not to speak with us, and customer then refused to answer any of our subsequent phone calls. Upon visiting the location in person, in attempt to rectify the issue, we were able to speak to the husband, who shut the door on our employee. Through multiple attempts to reconnect with the customer's insurance company, they informed us that they were refusing to discuss. Through multiple attempts to discuss the invoice with the customer, the Customer chose to not have any communication with Rescue by phone or email.
  
  The job was correctly scoped, categorized, and completed based on the size and type of loss. Rescue Restoration regularly works on jobs of this nature that are typically covered by every insurance company. Customer refused to pay for the work ********************** provided completed correctly. After multiple attempts to communicate, customer was sent to a collection's agency. 
  
  

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