ComplaintsforAlacrity Solutions

• Initial Complaint

  10/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had insurance with this company (although they experienced mergers and acquisitions) for nine years - no claims during those years. We submitted a claim 6 months ago. They owe us approximately $1500 (or a portion of that) that they withheld for depreciation. It appears our desk examiner is intentionally making things very difficult and giving us inconsistent and inaccurate information in hopes we walk away from the funds owed to us. Also, they dropped us as insurance clients claiming they're moving out of NC but our neighbors never received the same communication. I'm happy to discuss in greater detail via phone or email if you'd like.

  

  Business response

  10/24/2024

  Greetings, 
  
  Thank you for giving Alacrity Solutions the opportunity to respond to Mrs.********* concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
  
  ********************** is not an insurance company but does perform independent insurance adjusting services on behalf of various insurance companies.
  
  Following Mrs. ********* complaint, a supervisor reviewed her claim and then spoke with Mr. ********* The supervisor explained that the funds representing the amount beyond the depreciation payment are not recoverable unless the cost is incurred. At this point, the ********* have not incurred any costs beyond the payment already made.
  
  We appreciate the opportunity to respond to the Better Business Bureau. Please feel free to reach out to me directly if you have any other questions or concerns.
  
  Sincerely, 
  
  ***** Sangalli 
  Director of Quality Assurance
  *****************************
  **************************************************************

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a flood in my basement steming from the fridge line and reported it to ********** Sept 11 2023. ********** provided a list of contractors for me to select from. I selected Alacrity General Contracting ************ who then sent a sub contracting company named **** ************. Since Sept 11, there has been a total of ~5 different men come to my house; never at the commitment time, if they showed up at all. Each time the workmanship got worse and worse. Paint splatters on my furniture, hand prints all over the walls, spackle everywhere. This has been going on for a year and my basement is still unsatisfactory, They told the work was complete and the very next day, the ceiling had a huge crack so they came back yet again. Over a year later and my work is not done. I have reached out to ********** and the Alacrity company on many occasions, even asked if they cld send someone to look at the job, they never showed up. This **** contractor is sloppy, doesnt show up when he says. I have been displaced in my house for a year bc they basement is in such disarray. I have had to stay home from work over and over because he refused to be flexible with my schedule. Often times i stay home and they dont even show up. ** have a 5 year guarantee with the company and they refused to send better quality contractors. They have used almost a half galloon on my own paint bc they continue to just put more and more paint coats. The paint job is horrible, after various complaints of spilling paint on my furniture, they covered everything in plastic. The plastic has been on my furniture for 2 weeks now, my cats have gotten caught in the plastic as well. It is not a safe place for me or my animals. On Friday Oct 4, they were expected to come again and never showed up.

  

  Business response

  10/16/2024

  Greetings, 
  
  Thank you for providing Alacrity Solutions the opportunity to respond to Ms. ****** concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
  
  By way of ******************************* provides services to insurance companies in connection with losses suffered by their policyholders. Our main service is to provide a network of independent, credentialed contractors that are available to provide restoration,mitigation, or other services to homeowners. The services provided by the contractor are in accordance with a scope of work and estimate approved by the insurance carrier.
  
  One of Alacritys core services is to investigate allegations of faulty materials or workmanship on jobs completed through our program. As part of our investigation, Alacrity has asked another independent contractor that is active on our network to inspect Ms.****** concerns. That inspection is pending. Alacrity will continue to work with Ms. ***** until the matter is resolved.
  
  We appreciate the opportunity to respond to the Better Business Bureau, and Alacrity looks forward to bringing this matter to resolution. Please feel free to reach out to me directly if you have any other questions or concerns.
  
  Sincerely, 
  
  ***** Sangalli 
  Director of Quality Assurance
  *****************************
  **************************************************************

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a recurring leak in my living room in Aug 25th after a new roof. I had my contractor come by to look at it, and when the ceiling was removed, we saw moisture and black mold in the ceiling and in the walk. We immediately called Alacrity and ***** ****** instructed us to protect the house and submit a supplemental estimate for repairs. We called *********************** ( Alacrity adjuster) on 9/3 to find out where to submit the estimate and pictures. We submitted the information and I called ***** back on 9/10 to check status, and I was advised to call back in a week. I called back on 9/17, and I was told the information was given yo a new auditor ( ******* *****) on 9/13, but there was no notes in the system. I called ******* ***** over 4 times and left a message to return my call- never heard from her. We received an email on 9/17, requesting more information, which we emailed, but again no information was provided by Alacrity. I called Valeries boss ******* and asked him to return my called- never heard back. My contractor called **** ****** on 8/20, and she suggested a new claim and for us to contract ******* and her boss ***. An email was sent to ******* and a VM was left for ***. No return calls or messages. On 9/20, I talked with **** ******* who said she would escalate the issue and I should hear something on Monday. No information again on Monday. My contractor reached out to ***** on 10/1, who said he just got the file back on his desk and it would get right to it. I called on 10/2, and was now told there is nothing in their files since 9/17, and they are awaiting information from my contractor.!!!!!! This is just the run around tactics I guess they play.. this company could care less about anyone or anything!!!!! They lie and lie and lie. They should be disbanded as they are the most unprofessional company I have ever dealt with. Hopefully with all these complaints, something can be done!

  

  Business response

  10/11/2024

  Greetings, 
  
  Thank you for giving Alacrity Solutions the opportunity to respond to *********** concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
  
  ********************** performs independent insurance adjusting services on behalf of various insurance companies. For Mrs. ******* claim, she notified us in February that the repairs to her home had been completed. The final payment was issued to her and her claim closed.
  
  In September, Alacrity received documents from Mrs. ******* new contractor.Alacrity made several unsuccessful attempts by phone and email to request additional information from the contractor.
  
  Following review of the documents, her insurance company opened a new claim and assigned a non-Alacrity adjuster. Mrs. ******* can reach out to the adjuster through her insurance company.
  
  We apologize to Mrs. ******* for the frustration she has experienced. We appreciate the opportunity to respond to the Better Business Bureau. Please feel free to reach out to me directly if you have any other questions or concerns.
  
  Sincerely, 
  
  ***** Sangalli 
  Director of Quality Assurance
  *****************************
  **************************************************************

  Customer response

  10/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thank you for your response.  I have to respectfully disagree with comments in your response.  First of all, as for your comment regarding me stating the all the work was complete in Feb.  I stated the roof was complete, not that all repairs were complete.  As for your comments of Alacrity reaching out for further information, and that the request was unsuccessful, that is incorrect.  The requested information was provided, and confirmed by my adjuster.  The problem was the auditor requested information on 9/17, and it was provided, but your records stop after that time due to the auditor not being employed with Alacrity after that date.  Both my contractor and myself reached out many times to the auditor that we thought was working the claim, only to find out two weeks later that she was no longer employed.  A new auditor was finally assigned to the case after 2 + weeks of nothing being done,  and at that time I was instructed by my adjuster to  file a new claim, with no information as to why. The handling of this claim was truly unprofessional.  If an auditor leaves/ is asked to leave Alacrity, those clients working with that auditor should be notified. I am also very concerned why it took 2+ weeks to assign another auditor.  No one ( my adjuster, other people I talked to) knew  the auditor was gone.  All they knew there was nothing in the file past 9/13/24, only that information  was requested.  The information was sent in as requested, but was sent to the auditor that was no longer employed. Now it makes sense as to why the  auditor never returned my many messages that were left for her.  I understand now why there are so many complaints on the BBB regarding Alacrity.  My hope is that you reassess your processes and systems and make improvements so that future clients do not have to go through what I went through.  Thank you for your time.
  
  Regards,
  
  ******* *******
  

  

  Business response

  10/21/2024

  Greetings, 
  
  Thank you for giving Alacrity Solutions the opportunity to provide an additional response to *********** concerns filed with the Better Business Bureau.
  
  We again apologize to Mrs. ******* for the frustration she experienced with her claim. Her comments and concerns have been forwarded to the appropriate managers to evaluate for process improvements.
  
  Please feel free to reach out to me directly if you have any other questions or concerns.
  
  Sincerely, 
  
  ***** Sangalli 
  Director of Quality Assurance
  *****************************
  **************************************************************

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I were displaced by Hurricane ******. USAA referred us to Alacrity Housing.Instead of helping, the woman on the phone suggested we just go door to door looking for hotel openings.Keep in mind that this is a situation where everything, including gas and phone battery became a very very scarce resource. Trees and power lines were blocking roads; and this woman in a powered and roofed building with internet and phone service was unwilling to do their job, and suggested we use our limited resources to do it for her.They then ghosted us, have not answered any calls. *** had **** replace them on the contract. Absolute scum of the earth.

  

  Business response

  10/10/2024

  Greetings, 
  
  Thank you for giving Temporary Housing Directory (“THD”), an Alacrity Solutions company, the opportunity to respond to Casey Burbules’ concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
  
  We apologize to the Burbules family that they did not feel taken care of following Hurricane Helene. With this catastrophic event, available hotels with power and water were extremely limited. The customer service representative did search for available accommodations without initial success.
  
  While she was committed to continuing her search, she did mention that she had heard that some people were finding hotels by word of mouth or driving to hotels to ask about room availability. The customer service representative provided the information to help, not to make the Burbules feel like they were on their own during their time of need. The Burbles had called the representative back directly during the weekend and left a message. Unfortunately, the message was not received until Monday when the representatives returned to work.
  
  Again, we apologize we were unable to assist Burbules. We appreciate the opportunity to respond to the Better Business Bureau. Please feel free to reach out to me directly if you have any other questions or concerns.
  
  Sincerely, 
  
  Keith Sangalli 
  Director of Quality Assurance
  1-866-953-3220, extension 3121
  ksangalli@alacritysolutions.com

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  House fire:Total loss. Used ********* approved contractor,National Flood and Fire. After signing the contract. We made changes to the rebuild. Then find out Alacrity is involved. Thought great , more back up. Rebuild is done: shoddy. 3 yr warranty not honored. Dont honor warranty on changes, Was NOT notified of this before construction. Lots of items on estimate not done, charged for items not provided. HVAC installer had no license, used anothers. Had to pay $ ******* repair because unit is upside down.Also missing a vent in master bedroom. Not on the estimate lots of stuff not on the estimate, not one nail is on the estimate, Roof underlayment is not on the estimate Charged for roof/decking on patio cover. Not done: have proof. Now have leak. Wont repair because out of warranty. Would not have leaked if it was replaced as charged. Charged for part of rafters and a beam on roof not done on house. Charged for windows that dont exist. Charged for insulation 3xs on one wall. Overcharged for sheetrock ,tape and bed, texture, paint ( charged for 1 coat of primer, 2 coats of paint. Only got 1 coat of primer/paint and it shows) charged for doors not existing. Shoddy work throughout. 7 exterior doors, all have daylight showing. One only stays closed with deadbolt engaged. Charged for 2X10 rafters only got 2X6s 10 insulation, how in 5.5 space? Insulation in garage cant be seen unless you are directly under it. MANY more items. Alacrity sent out a contractor to survey the house. They have skimmed off his report and are offering a fraction of the value and not paying for a lot of items that I was charged for. There response is Not on the Estimate for some items ON the estimate! Unethical Underhanded lies! In the state of *****: to lie for personal gains to an insurance company is Insurance Fraud. Charging an insurance company for items not provided is fraudulent personal gains! Alacrity is trying to squirm out of their obligations.

  

  Business response

  09/20/2024

  Greetings, 
  
  Thank you for giving Alacrity Solutions the opportunity to respond to ******** concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
  
  By way of ******************************* provides services to insurance companies in connection with losses suffered by their policyholders. Our main service is to provide a network of independent, credentialed contractors that are available to provide restoration,mitigation, or other services to homeowners. The services provided by the contractor are in accordance with a scope of work and estimate approved by the insurance carrier.
  
  Mr. ***** contracted with ******************************* (****), one of the independent contractors on Alacritys network, to make repairs to his home following his August 2, 2020, loss.
  
  Upon completion of the insurance scope of repairs, Alacrity makes available to the homeowner its ***************** (QA) program. The Alacrity QA states that if the homeowner has any complaints regarding the quality of the materials used, or the quality of the workmanship for periods of one year and three years, respectively, upon notification to Alacrity, Alacrity will provide a remedy.
  
  Additionally, Alacritys QA states that it applies only to the services related to the referenced claim and performed by NFFN. It does not cover any other work performed by ****,including prior repairs, betterment, or subsequent unrelated damage or damage caused by misuse, neglect, or normal wear and tear.
  
  Alacritys QA was activated when Mr. ***** signed a Certificate of Satisfaction on July 25, 2021,certifying that the services provided by **** were completed to his satisfaction and authorizing payment to NFFN.
  
  In January of 2024,Alacrity was notified that Mr. ***** had concerns with the repairs performed by ****. To validate the workmanship issues, multiple inspections were performed with Mr. ***** at his home by ****, the insurance carrier claim adjuster, Alacritys regional field manager and another independent contractor from Alacritys network. In addition, Alacrity management has had extensive phone and email communication with Mr. ****** attempting to resolve his concerns, and has offered to pay him a significant amount to settle his QA claim. Mr. ***** has declined the offer and responded with an unreasonable demand.
  
  Alacrity will continue to attempt to reach a fair and reasonable resolution with Mr. ****** We appreciate the opportunity to respond to the Better Business Bureau and look forward to bringing this matter to resolution. Please feel free to reach out to me directly if you have any other questions or concerns.
  
  Sincerely, 
  
  ***** Sangalli 
  Director of *****************
  *****************************
  **************************************************************

  Customer response

  09/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  Alacrity has not changed their offer. Tens of thousands of dollars are being and have been overlooked.  Attached is a more detailed explanation of the situation.  *********************** Fraud has been committed. Texas penial code Sec. *****. states Insurance Fraud is when someone defrauds or deceives an insurer for payment. We are in the state of *****. Items were reported as provided to the insurer in exchange for payment on my behalf from my insurance claim. These items do not exist or have been exaggerated My counter offer still stands. The attachment explains a lot but not ALL items have been disclosed yet.
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *****
  

  

  Business response

  10/09/2024

  Greetings, 
  
  Thank you for giving Alacrity Solutions the opportunity to provide an additional response to ******** concerns filed with the Better Business Bureau.
  
  Alacrity does not see that ******************************* committed insurance fraud. Mr. ***** can pursue his allegation through the proper channels, which is neither Alacrity nor the BBB.
  
  Alacrity will continue to attempt to reach a fair and reasonable resolution with Mr. ***** within the coverage and confines provided by the ***************** Program. As Mr. ***** stated, his payment demand has not changed, so there is no counteroffer for Alacrity to respond to.
  
  We appreciate the opportunity to respond to the Better Business Bureau and look forward to bringing this matter to resolution. Please feel free to reach out to me directly if you have any other questions or concerns.
  
  
  Sincerely, 
  
  ***** Sangalli 
  Director of *****************
  *****************************
  **************************************************************

  Customer response

  10/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
                                                               BBB Response #2
  
      To begin with, responding to ***** ******** stating that I should channel my allegations of Insurance Fraud in different avenues, not the BBB. From the BBB website, one of their purposes is  to alert the public about marketplace fraud through alerts on scams. BBB works closely with local, state, and federal law enforcement. I am not asking the BBB to solve my complaint, that is not their purpose. BBB is an organization for consumers to rate or share their experiences with different businesses so other consumers can be aware of others' experiences. Such as Alacritys 1.2 stars out of 5 star rating by consumers with the BBB..And this is the 20th complaint in 9 months already this year. That is only the consumers willing to take the time and effort to express their experience. Most people won't even send their burger back when it is wrong.  On a side note ****** gives Alacrity 1.5 stars out of 5, do we see a trend here?.  
      In response to ***** ******** stating that Alacrity does not see that National Flood and Fire committed Insurance Fraud. Is that Alacrity's opinion or the opinion of ***** ********? I am alleging both Alacrity Solutions and National Flood and Fire committed Insurance Fraud. National Flood and Fire compiled an Estimate, in my case 6 versions, this becomes the bill to the ****************** It contains a detailed list of the materials, and their quantities, type and sizes, with prices including labor.. This is now the detailed contract. If it is not followed then there is credit, money owed or fraud per the insurance company. Throughout the job at different stages the contractor gets paid in Draws, based on materials delivered, and completed work. In this case, Alacrity reports or requests payment from the insurance company, verifying these materials were used and different stages of the job have been completed. In many cases this was false throughout the rebuild of my house. Let me quote the ****************************** website: a person commits fraud when they lie to an ***************** for profit Secondly Texas Penal code Sec ***** states the same thing in more detail with variations to the same. It is lengthy so I will not quote it here, it is available on the website. Alacrity and National Flood and Fire are For Profit Companies.  Alacrity reported that certain items were provided or certain work was completed throughout the job by National Flood and Fire to ************************** so that both companies could get paid for profit. Some of these items and work have not been done yet ! So, do we have an unfinished job or Insurance Fraud committed by TWO ? One that did not provide the materials and workmanship on the estimate that they provided to the ***************** and one who reported to the ***************** that materials and workmanship were provided or completed when they were not. I am aware of the fact that a consumer can not prosecute Insurance Fraud. The ***************** has to do this because they are the victim. Though a consumer can file a complaint with the **** { *********************************************** } and they will investigate/prosecute the allegations.
     I noticed Alacrity has not disputed or defended themselves against  ANY of my summaries of the dates of when I was notified they were involved, when I was notified that I would not have a warranty on items that we changed from one of the 6 different estimates. How many times and when I started complaining about the shoddy workmanship. Nor do they dispute the misrepresentations of the materials, quantities, square foot quantities or even materials and work not even done but charged for.. Is it because I have shown evidence to prove these issues exist ? 
    I hope that my time sharing this experience with others will enlighten them to be cautious of what is provided by your ****************** Ask questions about who all is involved, If you make any changes what effect does that have on anything and everything. Read the estimate, make sure you get what it says. Check on the job and take photos of the work and progress DAILY ! Research the actual general contractor, are they doing the work or is there another contractor bringing in the different subcontractors. Just because they come from the insurance company's approved contractor list or network doesn't mean they are good. As in my case the contractor, ************************ first job in *****, hired a 26 year old with only 2 years experience remodeling kitchens, using subcontractors. Rebuilding a house with no real experience or a mold remediation license required by the state. we also had 4  Project managers, 4 of which only showed up for the introduction. Good luck

  
  
  
  
  Regards,
  
  ****** *****

  
  

  Customer response

  11/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** *****
  

  Customer response

  11/02/2024

                                                               BBB Response #2
  
      One of the purposes of the BBB is to alert the public about marketplace deceptive trade practices through alerts on scams. BBB works closely with local, state, and federal law enforcement. I am not asking the BBB to solve my complaint, that is not their purpose. BBB is an organization for consumers to rate or share their experiences with different businesses so other consumers can be aware of others' experiences. Such as Alacrity Solutions  1.2 stars out of 5 star rating by consumers with the BBB, and this is the 20th complaint in 9 months already this year. That is only with the consumers willing to take the time and effort to express their experience. Most people won't even send their burger back when it is wrong.  On a side note ****** gives Alacrity 1.5 stars out of 5, do we see a trend here?.  
     Alacrity Solutions is a claims handling company. They provide certified or approved contractors to homeowners with an insurance claim. Alacrity comes recommended by the insurance company making the consumer think they are in Good Hands. Beware: the consumer is not always aware of Alacrity's involvement.  Also they offer a one year warranty on materials and a 3 year warranty on workmanship. More to come about that.  With an Insurance rebuild the contractor develops an Estimate  in my case 6 versions, all are inaccurate, this becomes the bill to the ****************** It contains a detailed list of the materials, and their quantities, type and sizes, with prices including labor.. This is now the detailed contract. If it is not followed then there is credit, money owed per the insurance company. Throughout the job at different stages the contractor gets paid in Draws, based on materials delivered, and completed work. In this case, Alacrity reports or requests payment from the insurance company, verifying these materials were used and different stages of the job have been completed. In many cases this was false throughout the rebuild of my house.  Alacrity reported that certain items were provided or certain work was completed throughout the job by ************** and Fire to ************************** so that both companies could get paid.. Some of these items and work have not been done yet ! So, do we have an unfinished job or deception by TWO companies? One that did not provide the materials and workmanship on the estimate that they provided to the ***************** and one who reported to the ***************** that the materials and workmanship were provided or completed when they were not. 
     I noticed Alacrity has not disputed or defended themselves against  ANY of my summaries of the dates of when I was notified they were involved. When I was notified that I would not have a warranty on items that we changed from one of the 6 different estimates. We were notified after signing the certificate of completion or, how many times and when I started complaining about the poor workmanship. Nor do they dispute the misrepresentations of the materials, quantities, square foot quantities or even materials and work not even done but charged for.. Is it because I have shown evidence to prove these issues exist ? I have all the emails,  photographic and video proof of all of this. 
    I hope that my time sharing this experience with others will enlighten them to be cautious of what is provided by your ****************** BEFORE signing anything, ask questions about who all is involved, If you make any changes what effect does that have on anything and everything. Research the actual general contractor, are they doing the work or is there another contractor bringing in the different subcontractors. Just because they come from the insurance company's approved contractor list or network doesn't mean they have integrity. 
    As in my case the contractor, *******************************, (new name new game) aka: Utah Flood and Fires first job in *****, hired their second choice, (because of the price, cheaper is not better) a 26 year old with only 2 years experience remodeling kitchens, using subcontractors. With no personal experience in construction. Allowing him to rebuild a total loss house with no real experience, neither having a mold remediation license required by the state. 
    I might add we had 8 different project managers, 4 of which we only saw at the introduction ! Great job, Alacrity Solutions handling my claim when I have lost everything ! Here I am having to FIGHT for my rights ! 
  
  
  
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed a claim in June 2024, and since then we have been unable to get any update, reach the adjuster (or anyone at Alacrity) by phone, or get a reply to multiple voicemails and emails. The company has been completely unresponsive. There are standards in the insurance industry, and we will report Alacrity to the ***** of ********* if they do not respond immediately with an update and fully process our claim. There are indisputable damages, which we have extensively documented.

  

  Business response

  08/02/2024

  Greetings, 
  
  Thank you for giving Alacrity Solutions the opportunity to respond to the concerns of the ********************* LLC team filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
  
  On May 8, 2024, a claim was filed by ********************* LLC for liability damage and assigned to adjuster *******************************. ******************** spoke with the Insured, *******************************, on May 9 and with ********************* LLC on May 10.********************* LLC was advised of a $1,000.00 policy limit for the loss. Additionally,********************* LLC provided many requested documents except for the actual repair invoices, and Ms. ******** requested those invoices via e-mail on the 10th. 
  
  On May 22, ********************* LLC sent an e-mail stating that $1,000.00 would not be sufficient for repairs and formally requested a payment of $2,000.00. ******************** followed up this e-mail by sending a 10 Day to Close Letter to ********************* LLC, again requesting the repair invoices.
  
  On May 31, ******************** left a voicemail with ********************* LLC requesting a return call and noted that she would be out of the office from June 3 to June 10. Upon her return on the 10th, Ms. ******** closed the claim based on the previously sent 10 Day to Close Letter.
  
  On June 19, Ms. ******** e-mailed ********************* LLC reconfirming that the policy would only cover up to $1,000.00 and again requested the repair invoices.
  
  On July 30, the requested repair invoices were received and reviewed. The following day, payment was sent to ********************* LLC via expedited mailing.
  
  We appreciate the opportunity to respond to the Better Business Bureau. Please feel free to reach out to me directly if you have any questions or concerns.
  
  Sincerely, 
  
  ************************;
  Director of *****************
  ******************************
  ************************************

  Customer response

  08/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have received payment, so that part is resolved. But I reject the business's explanation because it does not at all match what the *************************** of Alacrity told me on the phone about why we experienced long delays in the resolution of our case. He told me that the agent, *******************************, acknowledged that she had not responded to our requests for updates and action in a timely manner, because she was dealing with a storm that resulted in many claims filed around the same time. She apologized, and I appreciate that very much. 

  Here is the timeline of events, per the property manager, which is documented in emails and phone logs:

  "I first reached out to the insurance company to submit the claim in May 8th 2024 and she requested that I submit the following:
  
  
  Please see attached the document she sent May 8th. 
  
  I proceeded to send all the documentation she asked for on May 9th and she replied on May 10th asking for the invoice once again and at that point on May 10th we spoke over the phone, and she told me the limit of the policy was for $1k. I asked her to allow me to review this with you as I did not want to accept the said amount in case it would be detrimental for any other legal action you would like to pursue. 
  
  On May 16th, after a few emails between ******, ******* and I were exchanged, ******* informed us that they could not offer more than the $1k she had mentioned, and the claim was closed at the end of May. 
  
  On April 19th we reached out to ******* again to ask her to reopen the claim and asked her what she needed from us. She requested the documents again but it was until June 26th that I received the instruction to file the claim again so we could ask for the $1k. 
  
  I reached out to ******* and provided her with all the documents again and I have not heard from her since. 
  
  To summarize, the invoices were sent back on May 10th and then again on June 28th after I got the approval to accept the $1k. I received a response from ******* until July 30th after your complaint to the BBB."

   

  So, when Alacrity claims that the property manager didn't submit invoices until July 30 and that therefore Alacrity was only able to resolve the claim on that day, this is untrue. What did happen on July 30 is that we filed a BBB claim after months of unanswered phone messages and emails asking for an update and resolution of the claim. 
  
  *************************

  
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 28th, 2024 I filed a claim for equipment breakdown, after noticing loss of power for an appliance. After persistent outreach, the claim was assigned an adjuster, and the equipment breakdown, was confirmed by, independent contractors, that the loss was due to a power outage, resorting in a power surge all derived from inclement weather.The claim was denied July 17th, 2024 45 days later, as a result of a power surge, and power outage, not being a covered peril.However, I never stated, that was the cause, but expressed that lightening, or faulty equipment or wind storms, could have been the cause. Never the less, the equipment was defective and was possibly affected by the events, that caused the power surge. The Claim adjuster, proceeds stated that appliances are not covered, however investigated and used resources, to verify or deny the claim.I believe this agency to be fraudulent, and the adjuster, to be inexperienced and grossly negligent in her duties. I have asked for, copies of the report, from field adjusters, or contact information for the assessors and was denied, such data, or instructions on how to obtain, the records, that supported her denial.*****************************, has failed to close the claim in the time alloted. Alacrity Solutions, has failed, to respond to my record & report requests.

  

  Business response

  08/01/2024

  Greetings, 
  
  Thank you for giving Alacrity Solutions the opportunity to respond to ************** concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
  
  ********************** performs independent insurance adjusting services on behalf of various insurers and partners,including ************************** ************** insurer.
  
  On June 2, 2024, Alacrity received a request for adjusting services for ************** claim for equipment breakdown related to her washing machine. The claim was assigned to adjuster *****************************.
  
  ************** submitted a request for a field inspection of the damage, and later requested an inspection by an appliance specialist, to determine the cause of the damage to the washing machine. Once received, the inspection report stated that ************** washing machine was damaged due to a high voltage surge. ************** claim was then denied based on Peril 15 of the policys Perils Insured Against, which states that no coverage can be afforded for electronics or appliances due to sudden and accidental damage from an artificially generated electrical current.
  
  On July 29, an Alacrity supervisor spoke with the appliance inspector and found that there was a lightning strike within a half-mile of ************** home, which could be attributed as the cause of the high voltage surge that damaged ************** washing machine. On July 30, adjuster Papik notified ************** that the denial was rescinded and coverage for the damage to her washing machine was covered.
  
  At this time, the adjuster is reviewing the submitted documentation and valuation of the washing machine to facilitate payment and completion of ************** claim.
  
  We appreciate the opportunity to respond to the Better Business Bureau. Please feel free to reach out to me directly if you have any questions or concerns.
  
  Sincerely, 
  
  ************************;
  Director of Quality Assurance
  ******************************
  ************************************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The companys contractor brought in their personal materials and boxes & infested our home with 2 cockroaches.

  

  Business response

  08/01/2024

  Greetings,  
  
  Thank you for giving Alacrity the opportunity to respond to ******************* concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
  
  ******************** provides services to insurance companies in connection with losses suffered by their policyholders. Mainly, we provide a network of independent, credentialed contractors that are made available to provide restoration, mitigation, or other services to return damaged properties to pre-loss condition.
  
  Following ******************** complaint, representatives from both Alacrity and ECP Restorations & Construction,the contractor hired by ******************, communicated with him and ******************* regarding their concerns. Following these communications, an agreement was reached between the ******** and ECP Restorations & Construction which resolved the ********' concerns.
  
  We apologize for the frustration the ******** experienced and appreciate the opportunity to respond to the Better Business Bureau. Please feel free to reach out to me directly if you have any other questions or concerns.
  
  Sincerely, 
  
  ************************;
  Director of *****************
  ******************************
  ************************************
  

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They said that they will reimburse us for the cockroach infestation that their contractors caused. The contractor by the name of  *****  severely insulted me and my family by stating I dont doubt that you probably already had cockroaches. Some sort of disciplinary action should be taken against this contractor.
  

  In fact, to add insult to these damages and disrespect from *****, we are still waiting for the reimbursement from ***** with reference to what we had to spend out of pocket to fight that unnecessary infestation.
  
  When we finally receive at least an apology from ***** and the reimbursement, in hand, we will accept the businesss response.
  
  Regards,
  *****************************
  
  
  

  
  

  

  Business response

  08/07/2024

  Greetings, 
  
  Thank you for giving Alacrity Solutions the opportunity to provide an additional response to ******************** concerns filed with the Better Business Bureau.
  
  The ECP Restorations employee has apologized to ******************, the reimbursement check has been mailed to the ******** and Alacrity has discussed with *************************** the necessity and requirement of utilizing superior customer service in all aspects of a job received from the Alacrity Solutions network.
  
  Again,we are sorry for the frustration the ******** experienced and we appreciate the opportunity to respond to the Better Business Bureau. Please feel free to reach out to me directly if you have any questions or concerns.
  
  Sincerely, 
  
  ************************;
  Director of *****************
  *****************************
  ************************************

• Initial Complaint

  07/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The initial claims was submitted in April 2024 for a leaking water main to the master bath between the wall. The leak damaged two foot up from the floor the wall between the bath and bedroom, North bedroom wall, bed room carpet, tile in bathroom and leaked into kitchen pantry and kitchen floor. The mitigation company drilled holes in base boards around house and literal tore the bathroom apart and 1/3 of the bedroom apart. The contractor estimated the repair cost to be $14000 and we have submitted all requested documents including an itemized item bill to Alacretiy Solutions with no response for almost three months other than a $2500 check for the water mitigation. We where just informed one day ago that our claims adjuster is no longer with the company and our claim has been reopened. we have paid to this insurance since we built the house in 2009 and have had terrible customer service. As a Disabled Veteran on a limited income this has cause undue stress on the myself and family.

  

  Business response

  07/29/2024

  Greetings, 
  
  Thank you for giving Alacrity Solutions the opportunity to respond to *************** concerns filed with the Better Business Bureau. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
  
  On March 25, 2024, a claim was received for water damage at Mr. ****** home. Alacrity assigned ********************* to adjust the claim. A field inspection was immediately requested, and the field inspection occurred on the 25th. ************ sent an initial contact e-mail to ************** on March 26 requesting a return call.
  
  On April 2, the claim was reassigned to adjuster ************************************* for additional handling and on April 9, ****************** sent ************** an e-mail stating that he would be reviewing the claim and would call him upon completion of his review.
  
  On April 22, ***************** spoke with ************** and discussed all claim details. ****************** went over the Field Adjusters report and estimate. ************** stated that his contractors estimate was much higher than the field adjusters. ****************** requested a copy of the contractors estimate, which was received on April 29,totaling $14,160.00. 
  
  On May 8, ****************** processed a payment to ************** based on the field adjuster estimate, and on July 1, payment was processed for mitigation services, payable to ****** Plumbing,DBA Roto-Rooter.
  
  On July 23, ************** spoke with ************** and advised him that after review of the contractors estimate, the only item that could not be accounted for was the upgrade to the walk-in shower. ************** processed a payment to ************** for the remainder of the contractors estimate less the small amount attributed to the shower upgrade.
  
  At this time, all undisputed items have been paid, which resolves the nature of **************** complaint. Upon completion of the investigation, the shower portion will be reviewed, addressed, and paid if warranted under the policy language.
  
  We appreciate the opportunity to respond to the Better Business Bureau and look forward to concluding Mr. ****** claim. Please feel free to reach out to me directly if you have any other questions or concerns.
  
  Sincerely, 
  
  ************************;
  Director of Quality Assurance
  *****************************
  ************************************
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has taken over 80 days to mail out a check, the first two attempts never made it and then on the third attempt I spoke to a supervisor called ***************** who said that it was going to be send through ***** and expedited and they send ir regularly through **** like the first two. So not only he lied he is also showing no sense of urgency. And I would understand is this was a basic matter but this is an insurance claim from a FLOOD, it is almost 5k dollars and there is stuff that needs to be repaired including laptop which is a working tool, and a whole bunch of other items. They are uncapable of paying electronically or taking another step besides the same one that they tried 3 times already, I have waited 80 days already.

  

  Business response

  07/19/2024

  Greetings, 
  
  Thank you for giving Alacrity Solutions the opportunity to respond to Mr. ******* concerns filed with the Better Business Bureau.Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
  
  We apologize to **************** for the frustration he experienced with his claim. It is unfortunate that the first two payments did not reach him and that he had to yet again notify Alacrity of the missing payment. For the third attempt in mailing the payment, the adjuster did request the check be sent via overnight mail. Unfortunately, the request was missed by the accounting department.
  
  On July 17 the adjuster spoke with **************** and confirmed that he had received the check.
  
  Again,we apologize to **************** for the frustration he experienced and appreciate the opportunity to respond to the Better Business Bureau. Please feel free to reach out to me directly if you have any other questions or concerns.
  
  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. ↩