Complaints

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.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We have had absolutely terrible service with American Water Damage. We utilized them in order to have water damage repaired to our kitchen and one bedroom. They have now taken a year and still have not completed work despite near daily attempts to reach out. They are demanding we pay the final completion amount without the work being completed. Our counter top is now cracked, they never finished caulking it, and they still haven't taken care of the ventilation grate in the bedroom. Most of their work has been contracted out to shady companies that are bringing young children with them to the job sites. These children are as young as 7 or 8 years old. American Water Damage has threatened a mechanics lien on our home if we do not provide the $5847.92 which remains but they also do not have our signature for completion of work. We have reached out multiple times to show the work has not been finished and we have also provided the other $17,745.20 for the work which has been completed. The company is now trying to state that we broke the counter ourselves but have not provided any documentation to our insurance company (****) for any of the work that has been completed. They are trying to charge the counter as a separate work order despite being part of the same initial request.This countertop was never properly stored while they worked on the flooring and cabinets, instead remaining outside for several months through harsh weather conditions. It also appears that the area which broke was covered with a caulking compound to cover the damage. Between the weather, improper handling and placement, and weight of the marble, the counter broke prior to completion of the job.We just want our counter fixed and caulked and our vent properly seated. Upon completion of work, we have already explained to the company that we will provide their final payment as requested. HOWEVER, they should absolutely be investigated concerning subcontracting with children involved.

  Business Response

  Date: 04/03/2025

  The granite countertop was installed on March 20th by Granite Doctors. It was never our intention to imply that the customer was responsible for the crack in the countertop; rather, we were seeking clarification regarding the timing of the damage due to conflicting information from the contractor who originally reinstalled it. Regardless, American Water Damage covered the cost of the granite countertop due to the inadequate storage conditions during the project.
  
  On March 24th, our in-house ********* reinstalled the kitchen sink, properly addressed the vent that was not seated correctly, and re-caulked the countertop. The final item to resolve is aligning the cabinet hinges for proper closure, which is scheduled for completion tomorrow, April 4th, at 10:30 AM.
  
  We have decided to discontinue hiring the subcontractor who brought their children to the job site during repairs, as this practice is not aligned with our professional standards. I understand that, per the homeowner's request, repairs were only to be conducted on weeknights after 5 PM or on weekends. It appears that the subcontractor may have brought their children due to a lack of childcare during the scheduled appointment. However, we do not support the presence of children on job sites due to the associated safety concerns.
  
  Additionally, a demand letter was mistakenly sent on December 16, 2024, by a new employee without proper communication with the customer. This oversight is regrettable, and we recognize the importance of clear communication in these matters.
  
  I am concerned about the experience our customer had with our repair department. This does not reflect the high standards we strive for in our service, and we are implementing internal changes to prevent similar challenges in the future.

• Initial Complaint

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  American Water Damage used deceptive practices, fear tactics, refusal to provide cost estimates, and lead us to believe we were dealing with a fraudulent company. We ended our relationship then were presented with pages of charges that were not authorized or disclosed ahead of time and appear to be double billing. We had a plumber fix a pipe leak. He recommended American Water Damage to restore the wet ceiling. American Water Damage first wanted us to sign a contract before coming out to give us an estimate. Then they came, warned us of all sorts of bad things happening if we didn't get started right away, refused to give us an estimate citing the need for tests, they refused to give us any estimate for the costs even for the tests. We advised the company that we preferred to do the bulk of the work ourselves, and did not want them to complete the lengthy list of tasks they indicated were necessary. We repeatedly asked for cost estimates, and they were not given, repeated told they could not be provided until additional testing and work was completed). We allowed them to start drying out the area with dehumidifiers and remove wet sheetrock and told them we did not want additional work until we had a cost estimate. They continued to claim that additional work or investigation or sub-contractors were needed to provide estimates for additional work. Soon thereafter we discontinue any work with American Water Damage.We believe as much as 2/3 of the bill sent to us to be fraudulent charges. We want to pay them fairly for their service of drying out and taking down the wet sheetrock and hauling it away. However, we do not want to be scammed, misled, or taken advantage of; and we do not want others to be put in a similar position. We are hopeful that the Better Business Bureau can provide some assistance in dealing with this company, and to ensure that they stop their fraudulent and predatory practices. Please let me know if you can assist. Thank you.

  Business Response

  Date: 12/13/2024

  On December 10th at 4:39 PM, we received an email from the customer expressing their dissatisfaction and outlining a series of complaints. This email was forwarded to me by the employees who initially received it on December 11th at 9:38 AM. I promptly responded to the customer on December 11th at 4:15 PM, acknowledging the receipt of their email and requesting until the end of business on December 13th to review their concerns and consult with my team.
  
  On December 13th at 5:10 PM, I provided a detailed response addressing their billing complaints, along with further explanations regarding the charges in question. In this correspondence, I included documentation from the state to clarify the guidelines we adhere to. As a gesture of goodwill, I also credited several charges on their account and applied a 20% customer satisfaction discount in an effort to resolve the matter.
  
  For your reference, I have attached the relevant state documents as well as a copy of my email response to the customer. Please feel free to reach out to me directly if you require any additional information.

  Thank you,

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

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