Matching on Angi
Water Damage Restoration
Work went well. Water Damage was easy to work with and very responsive. Work was done well and calls were answered quickly and questions answered. Advice provided. I made claim with homeowners insurance immediately. Water Damage sold their service as being helpful with the claims process as far as providing information, etc. Reason for initial low score was misunderstanding/ miscommunication about the handling of our bill for the insurance claim. I called our homeowners insurance numerous times and was told that a bill had not been submitted by Water Damage. I called Water Damage and was informed it was a very busy time (which it was as far as bad, rainy, windy weather). Water Damage did submit a bill, which was high. Our homeowners insurance sent adjusters out to look at the crawlspace. It took months for the claim to be paid. I would call our homeowners insurance on an almost weekly schedule to check on the status of the claim. I was very frustrated that it took so long for the claim to be paid and that Water Damage was not at my home when the adjusters were present. An employee from Water Damage called me about the review the average(C) review I left on Angie's List, in light of the very satisfied review I completed (and I was very satisfied with the work) at the request of the Lead project manager when Water Damage had just completed the work, but before the bill had been sent to my homeowners insurance and the claim was being processed. I explained the reason for my dissatisfaction; that I was unhappy with the amount of time and effort I had to spend on with my homeowners insurance to get the claim paid. All the time I spent checking on the homeowners claim, was time, I could not spend on billable hours, or working on my own clients or other important matters. To me time is money and is in a very limited supply. I also explained that Water Damage sold their service to me on their ability to help the claims process along and they would be with me along the way. That was not apparent to me, once the work by Water Damage was done. I was unhappy that it took a long time for a bill to be submitted to my homeowners insurance. The employee who contacted me listed intently to the reasons I left the average review and was less satisfied with Water Damage on Angie's List, than when I first filled out the Customer Satisfaction Survey when the work was complete. Her excellent listening skills, problem solving skills and empathy led to a figuring out the miscommunication and a solution. She was able to determine that I had no idea that Water Damage had been working on settling the insurance claim at the same time, I was working on keeping tabs on it. My insurance claims adjuster never mentioned that Water Damage ever contacted them other than to inform me a bill was submitted. Water Damage never told me they were working with my homeowners insurance to settle the claim. I had no idea. Ultimately, Water Damage was able to settle the claim with my homeowners. I did not have to pay any amount out of pocket. An outstanding result. This was apparently a lack of communication. I never would have know that Water Damage had been working on the claim if the Water Damage employee had not followed up to ask me about the Angie's List Review. The employee said that she learned from this that certain clients, will not ASSUME anyone will do something without assurance (perhaps even in writing). She also noted that occasional progress reports would be helpful. She explained that many clients, if not most, do not want to have anything to do with the claims process and do not want to even hear about it. (I wanted nothing to do with it, but forced myself to follow-up on such a large claim.) I am impressed with this employee. She is an enormous asset to Water Damage. The work was great as well.