ComplaintsforSystem Care-Bridgewater

• Initial Complaint

  16/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were the vendor selected by my insurance company *********** to deal with my insurance claim for a broken sewer pipe under my house slab. Project manager was rude, unreliable,and inappropriate to deal with

  Business response

  07/03/2024

  We are sorry the Insured had this experience. This business is insurance based restoration and unfortunately commitments have to be triaged on an emergency bases. For example, if we have a non emergency commitment (such as installing baseboards in someone's home) and an emergency assignment (such as fire or sewer) comes it we may need to juggle or re-schedule the non-emergency work to accommodate emergency work. Many customers do not like this delay or pause in their work, but unfortunately it is the nature of the business. We are a restoration contractor, not a general contractor. Generally, we reach out to the customer to make them aware of the changes, we believe this may have been overlooked and apologize for the inconvenience for the customer. This is one of very few complaints we have received about this PM being rude, he is generally mild mannered and respectful. We have made him aware that communication is key to keeping the customer satisfied, he indicated the Insured was not very pleasant to him during their phone call nor understanding of the obligation we have to attend to emergency services as a priority.

  Business response

  07/03/2024

  We are sorry the Insured had this experience. This business is insurance based restoration and unfortunately commitments have to be triaged on an emergency bases. For example, if we have a non emergency commitment (such as installing baseboards in someone's home) and an emergency assignment (such as fire or sewer) comes it we may need to juggle or re-schedule the non-emergency work to accommodate emergency work. Many customers do not like this delay or pause in their work, but unfortunately it is the nature of the business. We are a restoration contractor, not a general contractor. Generally, we reach out to the customer to make them aware of the changes, we believe this may have been overlooked and apologize for the inconvenience for the customer. This is one of very few complaints we have received about this PM being rude, he is generally mild mannered and respectful. We have made him aware that communication is key to keeping the customer satisfied, he indicated the Insured was not very pleasant to him during their phone call nor understanding of the obligation we have to attend to emergency services as a priority.

  Customer response

  07/03/2024

   I am rejecting this response because:
  
  I was definitely never rude or not understanding of their work load. When they have scheduled with other workers and plumber to start work on a specific day and they don’t show up and do not communicate with me that they are not coming and then scream at me about it. That is not okay 

  Customer response

  07/03/2024

   I am rejecting this response because:
  
  I was definitely never rude or not understanding of their work load. When they have scheduled with other workers and plumber to start work on a specific day and they don’t show up and do not communicate with me that they are not coming and then scream at me about it. That is not okay 

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