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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This company lacks of sensitive, when me as male100% gets sexual assault at my house. And speak to ********************* at *******************. And she laughed off my assault! Think I am a drunk?? Have a claim number CNI ******* and policy number ********. That I close today. This a renter insurance company. That is biased and doesnt think that criminal behavior can happen to a male and instead of paying for damages to my property! They ask for bills and I told her my documents were destroyed, and I sustained injuries she should be fired!
Business response
12/02/2022
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Mr. ************* filed with the Better Business Bureau. We take these matters seriously and sincerely apologize for the frustration that he has experienced. Alacrity is committed to providing a high level of service and we welcome feedback so we can identify areas to improve our service and customer satisfaction.
Upon notification of **************** complaint, a member of Alacritys management team contacted him to address his concerns. His claim for damaged contents was reassigned to a ************ for handling. The new examiner has spoken with *************** and explained the documentation needed to move forward with his claim. Once the required information is received, the examiner will be able to evaluate and address his claim.
We regret that the service we provided fell short of what **************** deserve. Please feel free to reach out to me directly if you have any questions or concerns.
Sincerely,
************************;
Quality Assurance Manager
******************************
********************************************Customer response
12/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
********************************, thank you for responding to me finally.
Initial Complaint
11/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My family and I had a flood in our apartment and Alacrity Solutions is the company our apartment complex uses to file insurance claims with. We have had the most awful, unprofessional experience that I have ever had. Our loss adjuster has asked us to send proof of damage to our home for weeks now, steady asking for the same proof over and over again. **** was very rude, unprofessional, had horrible customer service, argued with my husband and I constantly, never called back, we always had to call her, and she answered every couple of days. Someone should have come out to our apartment within a few days to access the damage done and to provide an estimate. We are now 3, almost 4 weeks since the incident and have gotten nowhere. We were told we had to find our own third party to come access our washer and dryer and laptop that got ruined, and pay to get a diagnostic on our own. Once we were getting nowhere with the initial adjuster, we requested a supervisor, where the supervisor just relayed our concerns to the adjuster instead of calling us back himself. The adjuster then sent us rude emails, and we played phone tag again for a few days and I requested to speak to the supervisor directly. He finally reached out, where he told us everything the adjuster told us was incorrect and not how they do business, so we got assigned a new adjuster and she has been even worse. ********************* up on my husband because we are trying to figure out when someone is actually going to do their job correctly. It should NEVER take this long to get reimbursed for all the things ruined in a flood that was not our own fault. Something needs to be done ASAP. This is unacceptable.Business response
11/21/2022
Greetings,
Thank you for providing Alacrity Solutions the opportunity to respond to **************** concerns filed with the Better Business Bureau. We sincerely apologize to her and her husband for the frustration they have experienced. 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.
The initial examiner assigned was unable to determine if the electronic items listed on the inventory form could be repaired or replaced per review of the photos and videos submitted by the insured. 11/4/22 -The examiner spoke to the insured and informed him that a diagnostic would be needed of his electronics (computer, washer, dryer and printer) to determine if they could be repaired vs. replaced. The insured expressed that he could not afford to hire someone to diagnose his items. The examiner explained that any cost related to the diagnostic would be covered under his policy. The insured contacted the supervisor expressing that he was not happy with how his claim was being handled and requested for it to be reassigned. At that time the supervisor reassigned the claim and had the examiner contact a mitigation company to inspect the damages. The examiner contacted the insured on 11/7/22 and explained that a vendor had been contacted to evaluate the damaged property and advised him of what was needed to move forward with the investigation.
11/16/22- The estimate was received from the mitigation company for the cleaning of the insured textiles. The mitigation company stated that these were the only items mentioned by the insured to be inspected. The insured provided a diagnostic for his *** computer. The invoice stated repairs needed to the keyboard only. The *** computer is under AppleCare. Therefore, a service fee would only be owed. The examiner contacted the insured and explained that based on the information received, his policy would cover the allowance to clean his textiles, the service fee to fix the computer, and the amount of out-of-pocket expenses over his normal cost of living under ALE. The insured stated he was under the impression that he could choose to whether he had his items cleaned/repaired or wanted to replace the items under his policy and he wanted his computer replaced. The examiner explained that his policy covers the lesser cost to either repair or replace the damaged property. The insured agreed to move forward settlement for the textiles and computer based on the repair/cleaning estimates along with the replacement of some of the other items listed on his inventory form. In order to move forward with consideration of the washer, dryer and printer, the examiner is assisting the insured to have them inspected to determine if they can be repaired.
At this time, payment has been issued and sent 2-day mail for the amount owed based on the information received. Once the diagnostic report for the washer, dryer and printer is received, the examiner will review for supplement consideration.We regret that the service we provided fell short of what **************** and her husband deserve. Please feel free to reach out to me directly if you have any questions or concerns.
Sincerely,***************************
Quality Assurance Manager
******************************
********************************************Initial Complaint
09/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am thoroughly disgusted at how I've been treated by Alacrity Solutions. I had the unfortunate & traumatizing experience of having my home broken into and vandalized. Besides my families sense of security being stolen, we lost thousands of dollars in our belongings being damaged. I opened claim #*********** file #****** on July 21, 2022. I was assigned claims adjuster ******** ********************* who has been extremely difficult to deal with. From lack of responses to demeaning comments to making me send documents repeatedly to even preventing me from removing the damaged items from my home. Now my kids are I are greeted everyday with the sight of broken tv's, smashed items, etc., and feel like we are reliving the break-in over and over. I have jumped through hoops to provide pictures, receipts, statements, police reports, basically everything you could think of to prove my claim only to be met with silence, inconsistencies in information, derogatory statements, and failure to close my claim. I have demanded to speak with a supv. or manager to get my claim moving and after all these months, I have yet to receive a callback or payment of my claim. I am know researching the *** information of both Alacrity and its' new TX. subsidiary Property Damage Appraisers whom I believe are ***************** and *******************. My plans are to reach out to their offices next to see if I can finally get some assistance at that high level of the companies. I am not sure which division of their company is responsible for mishandling my case, but I'm begging for your assistance in this matter. There is no way a family should have to deal with the trauma mine has undergone, just because of our geographic location or my social or economic status, or whatever it is that's making Ms. ********************* and her team treat me so marginalized. It's poor and unethical business practices MUST be looked into. An insurance company should not be allowed to treat people this way.Business response
09/23/2022
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Ms. ***** concern filed with the Better Business Bureau. We take these matters seriously and sincerely apologize for the frustration that she has experienced.
Upon notice of Ms. ***** complaint, an Alacrity supervisor reached out to her to discuss her concerns and claim. An adjuster had previously been to Ms. ***** home to document her loss. The adjusters report had not been received by the time ************ filed her complaint with the BBB.
The report has since arrived, permitting the examiner to complete and pay Ms. ***** claim.
Again, we are sorry for the frustration ************ 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 questions or concerns.
Sincerely,
************************;
Quality Assurance Manager
******************************
********************************************Initial Complaint
09/13/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have had a claim filed for almost a month and havent been able to get in contact with ANY managers, let alone my actual claims examiner. Every number I get transferred to sends me straight to voicemail and I never receive responses. The one time I received a response it was vague and didnt answer my questions which didnt allow for me to complete my inventory form on time. Theyve threatened to close the claim because of lack of communication but thats not on MY part. I also contacted them prior to the 10days allotted to me & havent heard any word back. I have a very simple claim and a completed inventory list. I just want to get this completed as soon as possible.Business response
09/23/2022
Greetings,
Thank you for providing 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.
We sincerely apologize to ****************** for the frustration she experienced with the handling of her claim. Alacrity claim examiners have attempted additional phone contact with ****************** following her complaint. Once ****************** provides a completed proof of loss form, photographs of her damaged property and documentation to support the amount claimed as required under the policy, the claim examiner will be able to calculate her settlement.
We look forward to receiving those documents soon. Please feel free to reach out to me directly if you have any questions or concerns.
Sincerely,
************************;
Quality Assurance Manager
******************************
********************************************Initial Complaint
09/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I submitted an insurance claim to my renters insurance company which is represented by ******. ** apartment was broken into unfortunately and I suffered damages and loses emotionally and physically! The adjustor over my claim was extremely difficult to deal with, especially during that traumatic time. After submitting all the so called nessaccary documents for I still have not received a response or resolution. The staff have nor been responsive to many of my questions or concerns.Business response
09/15/2022
Greetings,
Thank you for providing 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 sincerely apologize to ******************** for the frustration he experienced with the handling of his claim. The claim examiner recently spoke with ******************** and advised him of what was needed to complete his claim. ******************* provided the outstanding documentation, and a settlement payment was mailed to him.
We regret that the service we provided fell short of what ******************* deserves. Please feel free to reach out to me directly if you have any questions or concerns.
Sincerely,
************************;
Quality Assurance Manager
******************************
********************************************Initial Complaint
08/30/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My apartment complex was involved in a fire on June 15 2022. I reached out to rental insurance on June 16 2022. The company explained that it was investigated the situation. I haven't received my payment and they claimed they mailed on August 16 2022.Business response
09/01/2022
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Ms. ****** concern filed with the Better Business Bureau. We take these matters seriously and sincerely apologize for the frustration that she has experienced.
Upon notice of Ms. ****** concern, Alacritys File Examiner called and spoke with **************. The File Examiner confirmed the check was mailed to ************** on August 18, and ************** confirmed that the listed address was correct.
************** agreed to contact Alacrity once she receives the check.If Alacrity does not hear back from ************** by September 6, we will contact her to confirm receipt of the payment or, if not received, reissue the check.
Again, we are sorry for the frustration ************** has 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 questions or concerns.
Sincerely,
************************;
Quality Assurance Manager
******************************
********************************************Customer response
09/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Regards,
*********************
Initial Complaint
08/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is a third party home insurance company who is handling my usaa home insurance policy they have prolonged the process for supplemental insurance for almost a year 1/12/2022 I have done everything they asked out of pocket from brittle test to itel report proving my roof needs full roof replacement instead they finally said there are multiple claims I didn't follow up on so no after requesting all this information for supplemental assistance they used a false reason which none of there claims have ever shown on my usaa app I have pursued the one claim I am aware of and done what they asked instead they just waited til I finished to say they can't which is illegal according to ************** law this is unacceptable but as a first time homeowner I see is common with third party insurance companies I'd like them to honor there word which is detailed and documented in usaa communication center.Business response
08/12/2022
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to ********************** concerns filed with the Better Business Bureau. We take these matters seriously and sincerely apologize for the frustration that he has experienced.
******************** filed a claim on his Homeowners policy following a January 2022 hailstorm. His claim was assigned to Alacrity to inspect the damage. Alacritys independent field adjuster performed the inspection alongside ********************** roofing contractor. During the inspection, it was noted that the roof had severe wear and a large amount of blistering on the shingles but did not have any visible hail damage. Wind damage to a few shingles was noted, but a review of ********************** claim history found that this damage was addressed in a prior claim filed by *******************. The adjuster did find hail damage to a metal awning, window screen and a trampoline enclosure, and determined that the damage is covered by his policy and could be paid less his deductible. Hail damage to gutter downspouts was also found but had been addressed in a prior claim.
We regret that ******************** disagreed with the outcome of his claim, but both Alacrity and his insurance carrier complied with all applicable laws and acted in good faith in handling his claim.
Again, we are sorry for the frustration ******************** has 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 questions or concerns.
Sincerely,
************************;
Quality Assurance Manager
******************************
********************************************Initial Complaint
07/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Adjuster is acting in bad faith and in violation of ***** City Code by declining to cover a roof replacement where code requires this.Business response
08/05/2022
Please see Alacrity's response to ******************** BBB complaint attached to this message. I happy to provide any additional follow up or information necessary to resolve this complaint.
Sincerely,
***********************
Initial Complaint
06/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My claim was settled in February and I was supposed to receive my settlement check by March, at the latest, through Alacrity Solutions. It is now mid June and I have still not received my check! Every time I call to speak with a supervisor they are never available and I am told that they will return my call and it never happens they just have my adjuster call back. Again it has been 5 months, which is ridiculous, and no one has found a solution to this problem.Business response
06/29/2022
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.
We sincerely apologize to ********************** for the frustration she experienced with the handling of her claim. After two lost-in-the-mail checks and stop payments, Alacrity sent the settlement check to ********************** via overnight delivery. Alacrity confirmed with ********************** that she received the check.
We regret that the service we provided fell short of what ********************* deserves. Please feel free to reach out to me directly if you have any questions or concerns.
Sincerely,
***** Sangalli
Quality Assurance Manager
******************************
********************************************Initial Complaint
06/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When Alacrity Solutions sent a contractor to my house to repair the roof leaks that were agreed to be covered by insurance, I was told the roof needed to be replaced. I paid over $2,900 out of pocket to cover the roof replacement. Shortly after the roof began leaking again in the exact same locations that the contractor you sent to my house was supposed to fix. Now the leaks have escalated, and water damage has spread. I have had 2 Professional Roofing company's look at my roof, and both determined that that the flashing was not adequate, gutter is falling etc. This is poor workmanship by the contractor you sent to my house to do the job and fix the leaks. If the contractor, you sent to my house is not in business anymore then Alacrity needs to find a competent roofing contractor to remediate the issue.Business response
06/16/2022
Greetings,
Thank you for giving Alacrity Solutions the opportunity to respond to Mr. and ***************** concerns filed with the Better Business Bureau. We are committed to providing a high standard of service and welcome customer feedback to ensure we are continuously improving our service and customer satisfaction.
******************** provides services to insurance companies in connection with losses suffered by their policyholders. We provide a network of independent, credentialed contractors that are made available for restoration, mitigation, or repair services to return damaged properties to pre-loss condition. Neither Alacrity nor the insurance carrier hires the contractor and the decision whether or not to use the contractor is solely the policyholders.
Mr. and ***************** contracted with American Maintenance and Sweeping, one of our former independent network contractors, to conduct repairs to their home following a 2017 loss. Our records reflect that American Maintenance completed the repairs around January of 2018. Alacrity was first notified on April 27, 2022, of the Petrus concerns with the roof repairs. Unfortunately, American Maintenance is no longer in business and is unable to respond to the concerns. However, Alacrity was provided with prior written communication from 2018 and 2019 between ***************** and the owner of American Maintenance. The communication confirmed that the concerns were reported to American Maintenance within the warranty period.
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 asked another independent contractor that is active on our network to inspect the concerns. Following review of the contractors report, and Alacritys discussions with the **************** carrier, an engineer was engaged to provide a more thorough inspection. Alacrity is awaiting the engineers report. An Alacrity representative left a phone message both last week and this week for **************** letting him know his concerns continue to be investigated so that a proper resolution can be determined.
As we continue to investigate the Petrus concerns, Alacrity considers this matter pending and will provide an update to your office on or before June 30, 2022.
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,
***** *********************************** Manager
******************************
********************************************
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