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Business Profile

Public Adjuster

Guard Your Claim, Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They have sent *** restoration people to my house and left holes and changed there number on the website this has been going on for three months the person they had on my case is no longer accepting calls

    Business Response

    Date: 10/17/2024

    Thank you for bringing this matter to our attention. We sincerely apologize for the issues you've encountered with the restoration work completed at your home. We have contacted *** Restoration and requested that they reach out to ******* directly to address her concerns. Additionally, we have received confirmation from *** that they have been in contact and have assisted *******. However, please note that as a third-party contractor, *** operates independently, and their actions are beyond our direct control.


    We understand your frustration regarding the unresolved damage and any difficulties in communication. Please be assured that ******* have been in consistent contact with Guard Your Claim's office manager and virtual assistants, receiving weekly updates via phone calls and emails. Attached are screenshots of some of this communication. We are committed to keeping the insured informed throughout this process. We have revised ********* estimate and are working closely with the new adjuster assigned to your file. A settlement call with the insurance adjuster is scheduled for today 10/17/24 at 2PM EST, and we are doing everything possible to bring the claim to a positive resolution as soon as possible. Hopefully, we should have the claim resolved and settled by the end of the day.

     

    Thank you for your patience and understanding.

  • Initial Complaint

    Date:07/25/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My insurance company, **********, sent an $18,000.00 check for them to sign then it was supposed to be sent to us. I contacted ******, who handled our claim, about this check two weeks ago. He said h*** confirm that they got it and to give him the address to send it to. I gave him my address. I have asked for an update twice and have not received any reply. It has been almost two weeks since my initial contact and nothing - no communication at all.

    Business Response

    Date: 08/20/2024

    An email was received from the insured on 07/14/2024 stating a check was coming to our office but it was never received. On 8/20/2024 we contacted the insurance company TowerHill to follow up on the reissued check and know when the check was mailed out to our property but the customer service representative explained no check was reissued and no check is pending to be mailed. A request was made to reissue the check and it take a couple of days to get approved. Public adjuster ****** called the insured and advised her with the latest update .

    Customer Answer

    Date: 08/23/2024

     
    Complaint: 22044000

    I am rejecting this response because:
    Until we have the check in our hands not thats in the mail or in our mailbox this matter will not be considered resolved. Once we have the check in the full amount in our possession then we will close the case but not until then.
    Sincerely,

    *****************************

    Customer Answer

    Date: 10/13/2024

    ********************* has reissued the check once again since there was an issue with the last check. I was advised, from the insurance company, that the check was sent out almost two weeks ago. I called and sent an email to ****** ****** advising him of the situation. I further told him to please have the check endorsed and sent exactly the same way as the last one. Once again, as usual, he has not communicated back to me. All I want is for them to endorse this check and send it to me. Its that simple. If need be, Ill file another complaint.

    Business Response

    Date: 10/16/2024

    After carefully reviewing the file, no check has been received in our office. I personally contacted ********** to find out what is going on and they confirmed that the reissued check was mailed out regular mail on October 5th,2024 . I was told by ********, the customer service representative we should be receiving the check by the end of this week or beginning of the next one since it takes about 7 to 10 business day. Homeowner is aware of this since I personally contacted her as well. 

    Customer Answer

    Date: 10/18/2024

     
    Complaint: 22044000

    I am rejecting this response because:  although they have reached out to me informing me they, in fact, have received the check and will be sending it out to me, I have not yet been given the tracking number for that check as was stated to me. Once again until I receive the physical check in my hands, this matter is not considered resolved to my satisfaction.

    Sincerely,

    ***** *********

    Business Response

    Date: 10/21/2024

    Dear *** *********,

     

    I wanted to inform you that the check was mailed out on 10/17/2024, and you were contacted this morning, 10/21/2024, with the tracking number. However, after just checking the tracking information for activity, an attempt was made to deliver the check, but no one was available to sign for the certified mail. Please refer to the tracking information provided to arrange for a redelivery or pickup at your local post office.


    If you need further assistance, feel free to reach out.


    Business Response

    Date: 10/23/2024

    I understand that you were concerned about having the check in your possession before considering the matter resolved. Since you have now confirmed that the check has been received in full, we can confirm that this matter is now considered closed on our end.


    If there are any remaining concerns or further details you need assistance with, please feel free to reach out to us. Were happy to assist you with any additional questions you may have.

Guard Your Claim, Inc is BBB Accredited.

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