Complaints

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• Initial Complaint

  Date:09/12/2022

  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.

  This company was chosen from my insurance company to do the restoration and repairs from flooding that happened 7/26/2022. The company that was sent to do the restoration 1800 Water Damage completed their part on 8/10/2022. With the finishing up as of 8/17/2022. Belfor was then to come my property to see what they needed to do to start the repairs, that didn't happen until 9/2/2022. From that meeting I was under the impression that the repairs would start after a storage pod was delivered on or about 9/7/2022. Emailed both Belfor and the insurance company to see that this part was still happening as stated and was told that no work would be started until a scope of work could be agreed upon by both party's. Which I understand.
  There is a dispute with the insurance company and Belfor, who is wanting to do more work then approved or needed to get the repair started. Calls and email are sparingly from the estimator **** ****. I just want know something from Belfor about my property and not feeling like I am being jerked around.

  

  Business Response

  Date: 09/16/2022

  Greetings,

  Per our conversation with *** ***, she should be rescinding this complaint as it was very premature (see email below) and some of her dates listed are inaccurate (see below documented timeline).

  We have been in communications with *** *** both on the phone and emails.  Below is the timeline of actions we have taken to move her restoration along.  However, there is currently a $26K difference in repairs between our estimate and the adjuster's and we have not received much communication from him. We cannot move forward until the estimate review is complete and all parties are in agreement with the scope of repairs to bring the property back to pre-loss condition**

  
  FRI 8/26/22 Belfor uploaded repair estimate: $65,929.38 
  
  MON 8/29/22 ******** (**) requested labeled photos to be uploaded  [******** (**) is a 3rd party administrator aka "program" used by her insurance co requiring contractors communicate through]
      8/29/22 Belfor uploaded labeled photos
      8/29/22 ** approved estimate $65,929.38 - ** forwarded estimate to adjuster
  
  FRI 9/02/22 Belfor rec'd notice of adjuster's revised estimate dated 8/31/22 in the amount of $39,795.55; ******** requested Belfor to revise estimate but there were no notes provided as to what was not approved and/or revised. Significant difference in cost/scope of work.

  
  FRI 9/09/22 Belfor uploaded a revised estimate in the amount of $59,928.20  
  
  SUN 9/11/22 ** approved estimate $59,928.20 - ** emailed estimate to adjuster
  
  MON 9/12/22 11:30PM rec'd notice of unhappy insured - copied email from adjuster - insured unhappy with Belfor regarding estimate review.
  
  TUES 9/13/22 summary note to ** & Adjuster: Last note Belfor has regarding estimate review is the ** approval of our estimate upload in the amount of $59,928.20. We were not aware of any revisions needing to be addressed.
  
  TUES 9/13/22 Adj advised he is not able to access the ************ file - requested assistance (Belfor sent follow up to ** requesting assistance for adjuster. ** cannot make changes to access in XA).
  
  TUES 9/13/22 Belfor sent adjuster a PDF copy and *** file of current estimate upload of $59,928.20 for review in effort to prevent further delay in review/approval for repairs.

  Customer Answer

  Date: 09/20/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: This was not a premature complaint. I have been going back and forth since 8/10/2022 when Belfor sent 1800 Water Damage (a company of theirs to do the restoration from the flood). There has been responses from the insurance adjustor, as there are some that I initiated. Belfor is wanting to do work that is not necessary. I am not wanting them to rehab my home, just repair the remediation from their company. Since they can not get the extra 2600.00 from the insurance company they are giving me the run around. It was suggested yesterday that I move on with another company as they say 

  "We are working to submit revisions based on the requested changes that have been submitted.  As you are aware, as the homeowner you are able to choose the contractor of your choice to perform the repairs to your home. You are not obligated to proceed with our services.   We are working within the guidelines and parameters of your carrier to provide appropriate and complete repairs based on our review and documentation of the damages to your property.  As you know the scope of work that we have created differs from the scope of work that your adjuster has submitted. If you feel we can not provide the service that you are requesting you are able to instruct your insurance carrier and or adjuster to assign a different contractor.   I state all of this because our production schedule has since increased to be least 3-4 months out; this is due to the job volume from the August flood.  I know you are anxious to have your home restored and want to inform you of the current status since we are still waiting for the adjuster's approval of the scope we have provided. "
  

   

  This is not settled for me, however I am not in a position to wait out this back an forth. I am looking to find a different company to repair the restoration that Belfor stated.

  
  
  
  Sincerely,
  
  
  
  ****** ***