ComplaintsforUnited Water Restoration Group of South Florida, Inc.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initially they came to my house because of a supposedly mold problem since I had a kitchen water leak below the faucet, the guy came and set it has 100% moisture and it needed to be dried out , he left a dehumidifier and about a week later came and the moisture was still high so he said it needed to be treated for mold , he took pictures and submitted them to the insurance company and all that was done properly, my insurance company went out of business and FIGA took over and all this process took 10 months , after all that time there has been no mold and now the claim has to be closed , they reached out for a bill of $2700 for work that they never did , for a mold treatment that was not necessary and they are charging an amount that is a RIPOFF , this was not even upfront pricing , so imagine they do this to other customers and since we the homeowner dont know they are fraudulently charging insurance company for work that is not even needed , how can a company like this stay in business ? If the mold treatment at my house wasnt needed I can just wonder how many other ones werent needed either , and not only that , they are charging me and my insurance for work that was never completed . This company should be investigated for fraud. They have no proof of the amount that they are charging me for and just made up a number .

  

  Business response

  12/15/2023

  In December of last year, our team entered the property as part of our engagement. During that time, the insurance provider, UPC, was undergoing a liquidation process, wherein the state-managed FIGA would assume control, handling insurance claims. On 12/12/22, the insured formally acknowledged non-compliance by signing a document, expressing concerns about persistently high moisture levels impeding the drying process. This document requested the removal of equipment until approval for demolition was obtained. Unfortunately, despite our attempts, this approval never materialized. Both the insured and our office made unsuccessful attempts to contact the carrier, and considering ****'s extensive review process for claims from liquidated carriers, resolution timelines were protracted.

  
  It wasn't until June 2023 that a Desk Adjuster was assigned to assess the file. It's essential to note that our involvement was limited to the drying process; no demolition took place. The field adjuster did not approve any demolition, emphasizing the need for clearance from the Desk Adjuster at FIGA. Regrettably, this approval never happened. Subsequently, we were contacted by the state in June 2023 to settle our file solely for the drying services rendered, amounting to $2,760.48. However, the insured has yet to endorse the check issued to his name in November 2023.

  
  Furthermore, the insured is upset about a *************** (NTO) placed on his property on 2/22/23, this serves as a warning rather than a lien, indicating non-payment to us.

  
  It is crucial to clarify that our scope of work did not include mold remediation or demolition. Given the insured's request to remove equipment due to unresolved moisture issues (substantiated by the signed form), the responsibility for any consequential concerns rests with the insured. At any point, the insured could have taken the initiative, at his own expense, to remove the cabinets and mitigate the risk of potential mold growth.
  

  UWRG adhered strictly to established procedures, and no wrongdoing occurred on our part. The complexities of this situation primarily involve the carrier, the state, and the decisions made by the insured.
  
  
  

  
  

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After hurricane damage my home had to be gutted.
  I thought United Water Restoration was trustworthy. What I do know is
  after hiring them I couldn’t go in to check their work because of asthma
  some of the workers knew this and took advantage of this situation.
  Piping was taken out that I needed to operate my drain system$2500 it
  cost to replace, for copper I presume. Drain pipe for AC unit had to be
  re-placed in Master closet due to workers negligence, several floor
  tiles damaged during their tear down of walls.
  I just replace all the window sills with marble, half of them are
  missing now.
  No one else was in my house during this time but their workers and
  contractors!!

  

  Business response

  11/02/2023

  We're truly sorry to hear about the missing materials at Patricia Patrick's property. We took her complaint very seriously and want to assure everyone that our team operates with the highest integrity. Our employees are thoroughly vetted with clean records, and we have no interest in construction materials. We spoke with Ms. Patrick through this process of her and other contractors (plumbers) finding damaged and missing materials, we understand she lost her husband and her home was damaged shortly after. We do feel sorry for her and offered to help even though we clearly explained that we had no involvement.

  Considering there were multiple crews on-site, including city workers and other contractors, it's challenging to pinpoint the source of the issue.  While we believe our staff wasn't involved, we've offered a discounted repair rate to assist during her stressful time, we truly feel she was taken advantage of but unfortunately we are not responsible for the damages and missing materials. 

  Please feel free to contact us for further support or if you require more information for your investigation. 

  Best regards,
  Lina Kurucz
  
  
  

  
  

  Customer response

  11/03/2023

   
  Complaint: 20769467
  
  I am rejecting this response because:

  This sounds like a set up response by Sean from United Water Restoration, he KNOWS the truth, but will not admit it because of possible repercussions.                                                             The plumber you spoke of is the one Sean does business with on a regular basis, he called them to deal with the problem, possibly to change the outcome and cover himself in this situation.

  Sean acknowledged my concern at the time, that’s why he called his plumber and why he said he would look for a replacement for the marble windowsills.

  I was in my house evaluating what needed to be done to restore my home long before United Water Restoration showed up to do the work,                                    there were no damages to the pipes, floors, missing copper piping or missing marble window sills. 
  
  The City workers were present ONLY while setting up the utilities for the travel trailer the first week of February, U.W.R came on the scene in June of 2023.
  I had possession of the trailer on the 7th of February 2023 it was placed in my driveway, all of this is documented with Unite FL when I signed a contract with the state of Florida.

  Damages and missing material happened only while U.W.R and their out sourced workers were in my house, no other contractors, city workers etc were present during this time.
  While U.W.R was knocking down walls and gutting the house  I heard them pounding on pipes, and saw the copper piping set aside next to the house, I told Sean about this and questioned why they needed to remove pipes, knowing the home was being restored, so I can move back in.

  Blaming someone else for the damages and stolen property is not truthful or except-able.

  
  Sincerely,
  
  Patricia Patrick

  Customer response

  11/03/2023

  It is apparent to me what is going on now between BBB and U.W.R the reason for posting only what you decide too.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A water leak occurred in our kitchen and caused mold to develop. We hired a ** state certified Air Hygienist from Gulf Coast ************** to examine & verify the mold issue & they provided a detailed mold remediation protocol to be followed. We filed an insurance claim & it was approved and they allocated $10,000 for mold remediation. The insurance company then referred us to their "preferred vendor" United Water Restoration Group of South Florida, Inc. who contacted us by ************** after negotiations we agreed on $10,000 amount to remediate the mold based on the remediation protocol. United Water Restoration Group of South Florida, Inc. then provided an extremely detailed line-item invoice of all the actions they would take to remediate the mold. Therefore we agreed to the $10,000 job and proceeded with them to remediate the mold. However, they blatantly failed to follow the Air Hygienist (Gulf Coast Environmental Testing) protocol and failed to complete more than half of the agreed line-items & thus failed to remove the mold. However, they lied to us & told us that the job was complete and that we should call the Air Hygienist to run another test. We were not home at the time the test was run, it was run when all of containment barriers were still in place and therefore produced a "false negative" test. When we got back to our home, only then did they finally remove the barriers, we started smelling mold again, called the Air Hygienist to come back for a 3rd test - and this test proved "positive" that we still had active mold and the Air Hygienist noted that they clearly failed to follow his protocol. We notified them that we would not pay for the line-items not completed, but would pay for what was actually completed. They then threatened us with LIENS, confessed to not completing the line-items to ****************** company, demanded and coerced us into full payment, yet they failed to complete $5,821.61 worth of line-items failed to remediate the *****

  

  Business response

  11/02/2023

  To whom it may concern,
  
  To align with the insurance constraints and the customer's budget, we revised the invoice, narrowing down the scope of work to include only what the insurance would cover. During this process, certain untreated mold issues were excluded. Importantly, this decision was made in consultation with the customer, who subsequently approved the adjusted scope of work.
  We successfully completed the agreed-upon scope of work and received full payment from the customer. Furthermore, we passed the required lab tests, confirming that the treated areas were free from mold and had been restored to their original condition. It's important to clarify that there was no "false negative test." The final testing was conducted after completing the mold remediation, with containment barriers and equipment in place as standard practice. Once the results were satisfactory, we removed the equipment and containment barriers, following the industry's protocol.
  
  Recently, the customer received a positive lab test result for areas that were initially excluded from the insurance-covered scope of work, specifically, the untreated mold-affected areas. The customer is now requesting that we return to complete the work in these previously omitted areas. The challenge lies in the fact that the customer is seeking this additional work despite it not being covered by the insurance and not being part of the initial invoice.
  
  The homeowner had mold growth on the 2nd floor and in the **** system, both of which were denied by the insurance carrier. There was also a second source of mold on the 2nd floor that was denied. The homeowner had removed affected materials on the 2nd floor on his own. We communicated to both the insurance carrier and the homeowner that not addressing all the affected areas can result in the reoccurrence of mold growth.
  
  
  Notes Timeline:
  
  On 6/16/23 we spoke to the homeowner ********************************* and he informed us that this was a dishwasher leak and he is currently out of the county. He gave us the entry code and an appointment was scheduled for 6/17/23.
  
  On 6/17/23 ***** did an inspection and ****** placed equipment on the property.
  Here are ****** notes: Upon arrival, used flir thermal to confirm there was no potential moisture. Homeowner told me the leak occured a few months ago and that he tried to mitigate it himself. He removed all the wet drywall and most of the lower cabinets. He exposed visible growth in several areas. He did not remove the counter tops or backsplash even though he said he has photos of growth going up behind them.  He did have testing done and has provided me with the protocol. I will create an estimate following the protocol as well as the photos from today's inspection. Today I am having the technician place 2 air scrubbers to initialize stabilization of the affected rooms. He will also contain the areas of visible growth in the kitchen. The walls exposed by removing the lower cabinets. I have completed the 24 hr report, room scopes, sent the owner the contract for services as well as the equipment responsibility form. I have done the floor plan and uploaded the photos.
  
  Here are ******'s notes: *Arrival Details:
  Upon arrival, ***** was already on-site. She did the 24Hr report, ********** sheets, initial photos, floor plan in encircle and drop off form. I double check the areas with my FLIR thermal camera. I detect moisture behind the fridge, entryway and pathway to the garage by the A/C unit.
  
  *What was done? Started with applying some antimicrobial, contain area with plastic.
  Clean up, set up equipment properly and did the reading in encircle + 2nd floor plan + updated drop off equipment form + after photos.
  
  Kitchen (10x14x10) / 1DH + 1AS, Entry (9x5x10) / 1DH + 1AS. A/C Hallway (7x3x10) / 1DH + 1AS (Total EQ Set: 3DH + 3AS) I turned all the lights off, made sure the door closed and locked.
  
  On 06/19/23 we received the Mold Remediation protocol and Lab Swab Analysis from the homeowner and gave it to the desk adjuster and asked if we should provide an estimate.
  
  On 06/19/23 the desk adjuster said yes to provide a mold remediation estimate pertaining to the loss.
  On 6/22/23 we uploaded the mold remediation estimate for approval. On the same day the adjuster wrote I did a preliminary review of the mold remediation estimate with the Mold Protocol report.
  
  The policy has a $10,000 policy limit for mold. (Declaration page with policy limits uploaded in documents)
  
  
  The mold damage that is related to **** and the "2nd floor Hall ******** toilet leak reportedly occurred, causing water damage to the ceiling below in the Kitchen and Dining Room" will not be considered in this claim. Please provide/revise estimate only for damages related to the dishwasher leak. Thank you.
  
  On 6/23-23 we called ************* to explain the situation. Explained the issue with remediating only one source and ignoring the other. DA understands and would approve the estimate, but $10k cap still applies. I asked if maybe they have another claim for the toilet upstairs. Not yet.
  DA asked if we do rebuild also - yes, full GC. DA needs to call the ** and maybe file another claim or make sure they understand that they would be responsible for anything over $10k
  The desk adjuster stated on 6/23/23- Thank you for speaking with me today. Please move forward on revising the mold estimate to include only the damages specifically related to the dishwasher leak in kitchen. The mold damage that is related to **** and the "2nd floor Hall ******** toilet leak reportedly occurred, causing water damage to the ceiling below in the Kitchen and Dining Room" will not be considered in this claim and all lines to need be removed.
  
  For mold removal needed for this loss-Policy has coverage for mold up to the $10,000 limit. Thank you.
  
  The adjuster gave us the final approvals on 7/6/23 Hello estimate for mold remediation is approved up to the insured's policy limits of $10,000.
  ****Please update the estimate to reflect the mold limit/max and the $6,386.42 overage will be the insured's responsibility. The claim will issue a payment of $10,000 as a two party printed to United Water Restoration Group of South. 
  ****We reached out the homeowner about the approval multiple times. ***** did a reinspection on 7/12/23 to verify the scope of work and line items. ***** revised the estimate based on line items that are not needed. Operations Manager *** and ***** agreed to do a discount for the homeowner and agreed to $10k.
  
  7/31/23 equipment and containment were removed. The homeowner asked for a payment link. The check was sent to the homeowner and not as a 2 party check which the desk adjsuter at ************* was supposed to do. The homeowner cashed the check of $10k
  
  8/1/23- This morning the Homeowner is upset at the work that was completed and wants to withhold any payments until he speaks with multiple parties including his insurance carrier Kin, BBB, and his lawyer. ***** will reach out to schedule a walk-through of the job.
  
  Called Kin on 8/2 Called ************* and they advised that a check was sent out on 7/13 to the Homeowner for the $10K. He informed his adjuster that he was not choosing us to perform the Mold Remediation job which is why we were not included on the check.
  
  8/2/23 The payment link was sent to th homeowner. The homeowner did not allow ***** to do a walk-through of the property. He did not agree with certain line items. The invoices were split into the lines items the homeowners agress with vs the ones he did not. The amount was still $10k to be collected. 
  
  The insurance company told the homeowner to pay the $10k as the work was completed. Our collections departments and the desk adjuster settled the scope of work and payment was made.
  
  8/29/23- $5,821.61 paid
  8/229/23- $4,178.39 paid
  
  We have been paid for the work covered and do not agree on a refund. We have extensive documentation on all jobs preformed, especially with this being an insurance job. The customer needs to pay out of pocket for the work not covered by insurance. This was explained multiple times.

  Customer response

  11/03/2023

   
  Complaint: 20755722
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  

  Business response

  11/03/2023

  We apologize for the unfavorable experience you've had with our company. However, there are a few inaccuracies in your complaint. Unfortunately, your insurance denied coverage for certain aspects of the damaged property. Please note that we are only reimbursed by the insurance company for the work they cover. Any additional repairs that are not covered must be paid for out of pocket. We also made an effort to clarify the consequences of excluding certain necessary work for your complete satisfaction. Dealing with insurance can be intricate, and we continuously assess our communication processes to ensure transparency and prevent misunderstandings. We genuinely regret any confusion on your part, and we want to emphasize our commitment to achieving customer satisfaction.

  Customer response

  11/04/2023

  KARMA

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  United Water Restoration provided services for my property after a roof leak. Through my insurance provider a new rate was accepted and I paid the balance in full. They have confirmed multiple times via email that we have paid in full, however, they continue to contact my insurance provider claiming they owe over $500. They have confirmed multiple times that this is not true and that they have fixed this issue, but every month or two I get a new email from my insurance provider that they continue to reach out. Despite the numerous emails of them confirming they will not leave my insurnace provider alone. All I want is for them to fix this issue once and for all.

  

  Business response

  06/22/2023

  Good morning ******. Message left for you as well and also posted to your reply via website.
  
  I reviewed the complaint by ************************* and have spoken with him and his insurance carrier numerous times.
  
  Our company provided emergency services for the insured for two files. We have since been paid for both claims in a timely fashion by his insurance carrier.
  
  Our files are closed on our end and we have bee paid prior.However, we do have A.I. and sometimes the computers are not synching, it happens.
  
  When that happens, we get phone calls from the carrier or homeowner and I explain to them, we have been paid, or the file(s) is still open.In this instance, we have been paid and I have explained this to them, hence,the email yesterday afternoon below.
  
  A few hours later, he filed a complaint with the BBB.  Please remove this complaint from our file as this is unfounded.
  
  If you have any questions, please do not hesitate to contact me.
  
  Thank you.
  
  
  6/21/2023 3:21 PM ************************* Job Note
  carrier, insured Good afternoon. Files are closed. Paid in full. We apologize for any inconvenience as some of our A.I. may not be synching. Please ignore the emails.

  Customer response

  06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a water leak and reach to a plumber who ultimately fix the problem and recommended me to United Water Restoration. I talk to the rep for the company and he explained to me that the company would be dealing directly with the insurance and there would be no need for any type of payment on my end. Of course I did my due diligence and notified my insurance company and ask if this particular company was authorized to actually do work and be compensated. My insurance representative gave me the okay and I allowed the company to perform the service. There was no quote involved I didnt know how they charged and they gave me no numbers of how much the work will be. By the fifth day I began to question what was going on and how much was the the charge the technician of course was like dont worry about it your insurance will handle it. I began to get a little irritated with the fans I knew the area that they were treating was dry and I felt like they were milking the process. I discussed this with my insurance company and ultimately United Restoration ended up leaving on the six day. I received a check from my insurance company of 10k I replaced the floor the walls the baseboard and pipes. My insurance company ended up dropping me in the process which I felt was weird I had been with them for 5 years nevertheless ok. Six months goes by and United restoration sends me a letter say I owe them 7k. How? I call my former insurance company they tell me that they are sorry and theres nothing they could do and that they are overcharging for the work done. 6 days 7k for some fans I mean come on here.

  

  Business response

  03/08/2023

  Good day, *****************************, 
  
  While we are sorry that your overall experience with our Company has been negative, several things in your complaint are false. We were working directly with your insurance provider at the time of the claim, your insurance carrier then advised that United Water would have to receive payment directly from you, and that is when our team reported the issue to you. The equipment was removed from the property. You didn't follow the drying procedures recommended. 
  

  So, you agreed to release and forever hold harmless, without any further consequences, United Water Restoration Group, its agents, and/or assigns from any further claims relating to the above-captioned loss on 4/25/2022. You have signed a NON-COMPLIANCE RELEASE. Your insurance provider issued you a check representing your policy limits for damages of $10,000.00. They did not pay United for the services rendered, nor were they supposed to for different reasons regarding your policy.
  
  That $10,000 was to cover the entirety of the process, including our dry-out services, the demo, and the replacement, and once it ran out, the rest of the benefits would need to come out of pocket from the homeowner. You have misappropriated your insurance funds and failed to pay your open invoice. Just to let you know, United does not have a financial interest in your property, stated. 
  
  We provide service, and you owe for services rendered as stated in the ****** AND CONDITIONS" of the Work Authorization you signed:
  "Insurance Jobs: If the Owner expects the Project to be paid by homeowner's insurance, the ***** UNDERSTANDS AND AGREES THAT COMPANY DOES NOT ACCEPT ASSIGNMENTS OF BENEFITS IN THE ***** OF FLORIDA, AND THIS IS NOT AN ASSIGNMENT OF BENEFITS CONTRACT. The owner remains responsible for paying the full balance for all work and materials. If the Company agrees in writing, Company will charge the owner the price for the Project as estimated by Company under current Florida Building Codes, or such other agreed estimated price as Company may set."
  
  As we've said, you can talk more about your policy details with your former carrier. They will be able to explain better as they have policy details. Once our Company finished our dry-out process, we began invoicing months ago. I believe you acknowledged this in a phone call to our office in August. Please submit your outstanding balance. Feel free to contact my office to make your payment arrangements.
  

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a water leak that needed to be fixed in 2 very small rooms with water restoration. They came with machines and when they stayed for what seemed to be too long (everything had been dry for a while) I asked them why they were still there. They said because my insurance was probably paying for it. When I told them that wasnt the case they said oh then we should go. We dont need to be here anymore. They stayed way longer than necessary and acknowledged it. I was so confused but figured they would adjust it to the appropriate cost. They didnt. They sent me a massive bill- $7,000. When I asked they said they were sorry but if I didnt pay in full theyd put a lien on my house. Which they did. I let my insurance know what happened USAA they told me to contact you right away. The company then sent me an additional bill with added costs almost 11 months later. *** called and written them many times..Ive paid 500 (which they claimed they never got). Ive written them many times, called many times and no one seems to know what is going on. I still dont know how much I owe them because they keep making up new numbers. It changes every time I talk to them. One time I couldnt get a call back for a month. Now they sent me a letter saying they are sending the bill to collections. This will obviously hurt my credit. Im not paying them an arbitrary amount out of fear. They know Im a single mom and they know they are taking advantage of me. Im desperate to have this investigated because its not right. They are saying I owe around 7k (I think?) for 2 small rooms to have dryers sit in there for 3 days. It didnt even need it..which they fully admitted to. Please help me. Im happy to pay the amount I actually owe..but Im be threatened by them to pay without reason.

  

  Business response

  02/20/2023

  The Initial dry out was a 3 day dry out in October of 2021, for the master bathroom and closet, in which the homeowner withdrew her claim, leaving her responsible for payment. This left her responsible for the balance of $3091.61, in which we agreed to reduce the balance to $2400.00 to assist her. We can only bill for three to four days with any insurance company unless the material is not drying. In this case we billed for three days. 
  
  The second loss was in January 2022 for a leak in the laundry room. The homeowner also filed a claim for this loss, and was issued payment in the amount of $2060.72, which was our entire invoice, less her $2000.00 deductible.  Our invoice was $4060.72. USAA paid the full invoice, less her deductible.As for her claim about pricing we use xactimate which is an insurance approved pricing structure. We do hundreds of jobs a month and feel we have been MORE than fair in reducing our prices to help 
  
  Many conversations have taken place with the homeowner, both via phone and email. The homeowner stated in a conversation with our account representative that she spent the money that was issued for our services on the second claim, on her rebuild. To date, *** has made numerous attempts to negotiate with the homeowner on both balances due, and have received one payment in the amount of $500.00, in September 2022. We are trying to collect what is owed for the two jobs she hired us for. She didn't even pay us the $2060.72 that the insurance company issed her to pay us. 
  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We recently bought a new home in ******** we are first time homebuyers. We noticed that our shower pan had a leak so we had to get it fixed. We got it fixed and there was no more leak. The company that fix shower pan referred us to United water restoration group. We had contacted them and they had somebody come out before anything had happened. We had a conversation. The salesman stated that he is only going to check to see if theres any moisture in the walls if theres any moisture in the walls then they would get in contact with our insurance company to go through them to make sure the cost of repairs can be covered by them, and there would be no charge to us. Also, if our insurance company did not cover it, then they would pull out still at no cost to us because there was no repair or work done so fast **** after we had told them that we know for a fact, or insurance company is not going to cover it They haggle does in bringing equipment in. I was against it but they kept pushing the subject so between time that they pushed the subject to having the equipment in the home we got in contact with our insurance company and someone from our insurance company came out, tested everything and said there is no moisture in the walls not only did your salesman lie, but also haggled us into having equipment in the home mind you there was no repairs done to any walls. There was no work done at all. They only had equipment in my home for three days which did nothing because there was no moisture in the walls. So by the second day, I told him to come get their equipment and get out of the home they prolonged, picking up the equipment until the third day by this point in time I was upset because I wanted it out of my home they came and got the equipment and then two days later they sent me a bill for $5000, I was furious. They damage the floorboards and left a hole in my childs room. I shouldnt have to pay anything for no work done that was not even needed. Lakeland site

  

  Business response

  12/29/2022

  Heres a breakdown of what occurred on this job.
  
  On 2/23/22 our team arrived on site and met with *********************** (wife maybe?) and found that her hall bath shower pan was leaking, and it affected the walls and tile flooring in the bathroom and her daughters bedroom next to the bathroom. She did not want to sign a work authorization as she wanted to reach out to her insurance company first. At that time *** advised it was recommended to remove ********************** the hall bath, along with ********************** the daughters bedroom. The tile flooring through the entire home was also affected, for a total of seven rooms (Hallway, Daughters Bedroom, Hall ***** Kitchen, Dining Room, Living Room, and Bathroom).
  
  On 2/25/22 UWRs Office Admin spoke with the homeowner, and he stated they would definitely be moving forward with us, but they first needed to pay the deductible and speak with their insurance. The homeowner stated will contact us right away to start our part of the job.
  
  On 2/28/22 The homeowner texted ************** their claim #, and then endorsed our work authorization when the technician arrived on site and equipment was placed in the home.
  
  On 3/1/22 *** reached out to the adjuster to assist in following up on coverage determination, without a response.
  
  On 3/2/22 *** was notified by adjuster American Integrity that there is no water coverage. The technician then spoke with the insured and advised him that *** was just advised that he does not have water coverage. At this time it was scheduled for the equipment to be removed from the home on 3/3/22 due to the homeowners availability.
  
  On 3/3/22 The equipment was removed from the home and the homeowner endorsed our Certificate of Completion and Satisfaction form.
  
  On 3/11/22 The homeowner called ************** and mentioned his insurance was sending out a mitigation company for a re-inspection, and that he does not want to use anyone else but us but ***, and that was trying to arrange things with his insurance. *** never heard back from the homeowner.
  
  On 3/14/22 *** submitted our invoices for services performed to American Integrity per company policy.
  
  On 3/23/22 *** followed up with American Integrity to confirm denial and/or follow up on payment status.
  
  On 4/6/22 *** sent our invoice to the homeowner as no water coverage was confirmed.
  
  On 4/11/22 an email was sent to homeowner with offer to settle invoice at $3,000.00, and did not get a response from the homeowner.
  
  On 4/18/22 another email was sent to the homeowner with an offer to settle our invoice at $2,000.00, again, without a response from the homeowner.
  
  On 5/16/22 a technician drove by the home to discuss services and the balance due with the homeowner. At that time an agreement was reached to settle our invoice at $2,000.00, with a payment plan. The first payment was to be for $150.00 on 10/7/22, and $150 per month thereafter until paid in full.  
  
  No Payments were ever received.
  
  On 12/28/22 two technicians arrived at the home again to discuss the balance due, and the previous payment plan agreement. The homeowner stated that he did not feel the work performed in his home was worth the prior agreed amount, and would be willing to settle the invoice for $1,000.00. At that time a second payment plan was set up with an agreement of the first payment being remitted on 2/10/23 of $250.00, and a payment of $250.00 on the tenth of every month until the balance was satisfied. At this time the homeowner endorsed a second payment plan agreement.  

  We feel we have negotiated in good faith and the client has twice agreed to pay an amount and not paid. As you can see this has been ongoing since March.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a water line supply leak under the sink vanity water in the hallway United I found online called them they came out they did not follow protocols my floors should have been ripped up then nope it was not I was told a mold person would come out and test the house nope that never happened. Now we have extensive damage done and health issues going on . The home is ruined if they had done what they sent to the insurance company we wouldnt have this huge problem now . I had to get another company out and we cant live in the home its done damage to mine and others living with health issues. The insurance company paid them for what???? Nothing was done. Called the company was told I would get an email for the report nope that did not happen was told the supervisor would call me nope that did not happen either. The said mold testing was done nothing was done what was done was more damage to the home

  

  Business response

  12/12/2022

  United Water restoration has attempted to call and discuss the situation with the homeowner. We have two phone numbers in our file. One has a voicemail box that is full and the second stated subscriber is unavailable. United performed drying services and recommended further work during the project. The client wanted to wait until coverage was determined by their insurance provider. After almost 3 weeks on site there was still an active leak and no coverage determination from the insurance carrier. United requested the client allow work to properly mitigate and they still wanted to wait on insurance coverage clarification. United pulled equipment with the understanding once coverage was confirmed additional work may be needed. We will continue to follow up with the client to find a resolution....

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/7/2022, we contracted UWRG for emergency water mitigation due to a water leak. We submitted a claim for mitigation to our insurance company, ************************* UWRG submitted an invoice to them for $3,354.30. Our adjuster disputed several charges on the invoice, including line items he said listed things that are part of the cost of doing business, and should not have been added to the invoice. According to the adjuster, the invoice should be "AT LEAST as low as $2,048.62." Because of this, the total allowable on the claim is lower than our deductible, leaving the entire balance our responsibility. In addition to this issue, the mitigation process used by UWRG damaged our wood flooring. The adjuster stated that "these damages are unrelated to the leak and are due to inadequate workmanship/faulty materials used in repair." Security First closed the claim. UWRG attempted to contact our adjuster to get them to pay for the damage caused by UWRG, & requested we also contact the adjuster to get them to pay for it. I attempted to contact our adjuster to inquire about this, but there was no response, likely because the claim was closed. UWRG admitted the damage to the flooring was their fault; however, insists it should be covered under our insurance policy. They are aware we have been trying to get estimates, but they have not actually committed to paying for the repairs. We felt we were working together to resolve this matter; however, today their representative stated that: "If I don't hear back regarding this matter by the end of the week this file will be sent to collections." We agree with the adjuster regarding the fair cost of the repairs and let UWRG know this. After a few weeks of trying, we finally received three quotes for repairs to the damaged floor, & believe it is fair to deduct the costs of said repair (plus required hotel *******************) from the $2,048.62.We would appreciate your assistance in finding a resolution to this situation.

  

  Business response

  12/14/2022

  We are working on resolving this complaint with the homeowner.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We had a water leak in an upstairs bathroom which was evident in our living room ceiling.A plumber came over and repaired the leak and suggested we call United Water Restoration Group (UWRG) to dry out the ceiling. This occurred on the afternoon of 10/21/22, the leak was repaired by 6PM. UWRG didn't arrive until 9PM with two massive Dehumidifiers and two very large Negative Air Fans. One of each for the upstairs bathroom (which was already dry) and one of each for the living room below. The Dehumidifier in the living room was supposed to be ducted into the hole in the ceiling in order to dry the bottom side of the bathroom subfloor, this did not happen and the Rep just left and said someone from UWRG would be back on Saturday 10/22 to test for signs of moisture and remove the Dehumidifiers and Fans if all was dry. This never happened. UWRG is closed on Sunday and we never heard anything from them until my wife called them on Monday 10/4 at 3PM, they had forgot about us. Someone finally arrived at 4PM Monday 10/24 and ducted the Dehumidifier into the ceiling 3 days after it was supposed to happen. The subfloor was still damp (shocking) so the rep left but took the Dehumidifier and the Fan from the bathroom with her leaving the Dehumidifier and Fan in the living room. Tuesday 10/25 she came back and all was dry. At this ********* hours after they first arrived at my house, I still had not received an estimate of the cost for this work, or lack of work. Fast forward to Tuesday 11/15, I get an email with a bill for $3,295.36 for 5 days of rental for all units. What I actually had was two units for **** days, and 2 units for **** days. In reality if they had shown up as promised on Sat 10/22 and all the equipment was installed properly, the entire problem would have been dry on that sat of 10/22.I am not paying the bill for $3,295.36. Their unprofessional business practice full of errors is astounding to me. Based on itemized pricing given, $578.68 is all they deserve.

  

  Business response

  12/05/2022

  We spoke to ************************* this morning. We have reached an agreement and the issue has been resolved in an amicable manner. I thanked him for his time and stated we would adjust our invoice and resubmit. He thanked me as well and stated he'd ay once the adjusted invoice is received. 

  Customer response

  12/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*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. ↩