American Water Damage of DFW

American Water Damage is by far the worse company to do restoration. They are crooks and not even sure why they have not been reported to the BBB. This company is very rude and their sales tactics are horrible. You would be sorry if you ever use them.

Tony did a great job. He was quick to come out and walked us through the process. He explained exactly what our next steps will be and we felt comfortable with the process when he left! Upon further experience with this company, Tony was our ONLY positive experience. Don't trust them to coordinate with your insurance company. Their dispatch department employees are rude, unprofessional, and dishonest. They do not follow up as they say they will. Savannah in the billing department is even worse. Over two weeks after they have pulled their equipment out and our insurance company is still waiting on moisture reading reports. Savannah says she will get around to it when she gets the report. However she refuses to provide her supervisor name/contact info and refuses to put us in contact with whoever has the information that she is waiting on. She says she would be frustrated and upset if she was in our boots and the situation was being handled like this, but in the next breath says she won't do anything to help remedy the situation! Avoid American Water Damage like the plague. I am just sorry 0 stars is not an option on here. I would not wish this experience on anyone!

AVOID THIS BUSINESS. After a pipe broke under our slab, an employee of the plumbing company we used for the pipe repair recommended American Water Damage of DFW (AWD) for the damage inside the house from the water seeping up through the slab. The damage was the bottoms of the walls shared by our walk-in pantry, adjacent laundry room, and kitchen (in a bit of a T shape). AWD pulled out the floorboards, ripped up half of our kitchen floor, cut strips along the bottom of the affected walls, and sprayed antimicrobial solution on the affected areas before placing fans and a dehumidifier. When we (and our insurance adjuster with National General) received the itemized invoice from AWD, the due date was THAT DAY. From that point forward, they called us every single day harassing us for payment even after we told them that they needed to deal with our adjuster for that. The billing people on the phone were VERY aggressive as though we were delinquents trying to skip out on payment entirely after ONE DAY. Our adjuster pointed out the places where we were grossly overcharged which made us examine the itemized invoice ourselves. $75 for gas when we're both in Arlington? Antimicrobial spray on 200 SQUARE FEET of CEILING? $45 to unplug our washer and drier? The list went on and on. They even charged for "profit" and "overhead" which our adjuster advised us they should NOT have done. After almost a week of daily harassment we finally just paid the inflated amount just to get them off our backs and avoid any possible lien since this company seems to favor them as a strong-arming tactic. As other reviews and complaints have stated, AWD overcharges for every little thing and are AGGRESSIVE and HARASSING in their collection practices after ONE SINGLE DAY. I ran successful businesses here in Arlington for over 40 years before retiring in the early 2010s and this is NOT how a business should be run, especially in collection of payments and treatment of customers.

This is a terrible company and still dealing with them, I had a water leak and plumber had to tear out walls to fix, had water under the floors and walls so I had to call my insurance and next thing I knew they(AWD) were at the door. ( I NEVER looked them up or called I figured my insurance or AHS sent them. They were fast at getting a quote and getting I to get their 3 days of drying, they had to redo the master bath/ bedroom and was a three day job and they still are NOT finished and never heard back from them to complete job, all I get is the Secretary calling me for the pack in. I had to move my furniture in a pod and it sat outside for SIX months! I could no longer sleep on the couch and the other guest rooms they stacked my furniture and other stuff in them so could not even use those rooms. They did about 85% of the job and never came Back, Matt told me next week , they were busy, or had other customers, what was I ?? It will be a year in October and I still have an unfinished bathroom and unusable one, cannot use the shower because the tub fills up with this brown sludge and bugs!!! They put down damaged wood and told me , the did not finish grout on tub, shower or countertop . I called almost every day and same answer next week but would ask what about the pack in bill? My insurance paid them, they wanted more , insurance said we paid what was fair and reasonable. I tried to call main office and get a higher up , manager , anyone that could explain what was the issue was and I did reach one man. He came to the house and took a lot of pictures and said they did a bad job, whatever crew did this did a really bad job and he would bring in his own crew and finish it . Nope. This back and forth scheduling went on for about a month, the last time I heard from him he said next week he was sending a team out . Never came . I would never hire them or refer or recommend, they seem on the ball for the first few days and then slows to a trickle until you cannot get them to come finish. I have never experienced this bad of service and Matt and Savannah’s customer service is awful. Should file a class action against them. I had them bring my furniture in after six months and now I have spiders, ants and have been bitten and my cat has to go to hospital since he has a bad infection from being bit, sat out in the horrible winter freeze and I’m sure it was nice and cozy in my mattress or dresser or armoire for all the bugs that could get in. I only had them bring it in and they stacked about 15 boxes in the hall with all my personal items. Did not clean or restore , unpack , nothing but bring it in and my insurance paid for packout and pack in. I have the breakdown and they received an additional 3008$ on top of what the bid was. I had the check and they ran to come get it and didn’t see anyone for another month or so. Stressful, irritating, emotionally fatigued, and those are just a few of the symptoms dealing with this company. I would rate 0 if I had the choice . PLEASE AVOID THIS COMPANY!!! They do half azz work and half of the job. Of this sounds like a company for you, just please be aware and ask them after the bid will they be charging you for anything else or billing you because your insurance didn’t pay them enough. F+

First thought it was a good company until realized later that job they did was not good at all. They installed engineered hard wood floors without evening the surface of ground. Shower tile was not grouted well which end up causing water leak. Called the company asking to repair the defects which was handled by Miguel and Raul in Rebuilt Department. They found the source of leak and explained how leak can be repaired. It was later escalated to Matt Reyes, their manager since it was over 1 year warranty period. Matt Reyes did not handle the escalation professionally, kept asking me if I want him to rip off the walls to find leaking pipe when it was obvious that the grout just needed to be re-grouted. I told him there is not need for it as his associates already found source and how to fix it. I asked him to give me estimate repair cost since it was not going to be covered as part of warranty. He told me he will get back to me with it but never did. American Water Damage called me 3 weeks later to follow up to get an update. After I told them that their manager never got back to me, Matt himself called me asking when is good time for him to come by to make the measurements. Really, 3 weeks later??? I don't think he does good job as a manager. He should learn from Miguel Orellana and Raul how to handle the work and be professional and get to client on time. I brought them 25K of business. Could have made company more business since I had another issue not too long after, but since my experience with Matt, no thanks. Senior management, Matt needs good training before you loose all your clients :)

I ended up using servepro from the recommendation from my insurance adjuster

Company is great at collecting money but horrible at customer service. They do not respond to emails or calls. Contractors are not up to speed on work that needs to be done or supervised to ensure quality work. We are still in the process of getting repairs made. I'm not very optimistic of them actually finishing the work.

Had a water leek from the refrigerator to the wall. By the time we noticed it, it warped out wood floors. Contacted insurance and then contacted AWD. They were fast on the estimate, and when they sent in the crew to remove the damage they damaged the floor even more. The remodel crew said “this is a 6 day job. It took over 4 months. With the remodel they had to put in a new back splash, the backsplash had inserts. I think this was the first time they ever did this type of tile work. The transition from tile to hard wood floor. The contractors was not sure how to do it. I went and bought the transition and told them how to do it. On one floor board 8 feet, they put in 5 different cuts for that board. If I could do it all over again. I would contact someone else. It was a nightmare. We never knew when they would show up, and they never worked more than 5 hrs. Only 2 times did the contractors work more than 5 hrs. I have photos want to upload.

Agent immediately put me at odds with my insurance company, making me fearful I would not get reimbursed. The drying went well. But the restoration folks never gave me a customer list nor their professional business cards as requested. The secretary called repeatedly to asks if I made a decision and even pressured aggressively once. I hate it when young women 30 years my junior call me “Honey” thinking she got me to agree to the proposal. But the best part is that the estimate was $300. I decided their negatives were stacking up and paid the estimate fee.

We have an appointment they will be coming, supposed to be here at 9am but they came late at 9:50 am. Before they do anything they want me to sign a contract first. It was just an estimate supposedly. but the contract was saying that if I will not hire them , I will be paying $300, and I asked what is that for , they say that It was admisnistrative fee, to take care of their time and travel.

OK. Very eager at the beginning, but not responsive once you sign the contract with them.

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Very good. Very fast and efficient.

They were very friendly and were able to come to my house the same day I called. They arrived on time both times.  The technicians are all very helpful and gave me a lot of information to avoid these problems in the future. They even left fans in my bedroom for about 4 days to help aerate the ceiling.

I was extremely pleased with the quick response to my call and the professionalism, thoroughness and knowledge exhibited by the project manager who came out (Jeremiah Horne).  Knowing that my insurance would not cover water coming in from the outside, he worked with me to make sure they performed the necessary work at a reasonable cost.  He had to remove baseboards and cut through sheetrock to thoroughly dry the areas under the bathtub and shower.  The carpet and padding in the master closet was ruined, and he removed this also (along with baseboards).  When Jeremiah came back to pick up the drying fans and de-humidifier, he not only  fixed the sheetrock,  he replaced all the baseboards and caulked to the degree that they looked like new.  He also explained at every point of the process exactly what was being done and why - and also did a great job of cleaning up both at the initial visit and when he picked up the equipment and made repairs a few days later..  I've had some not-very-pleasant experiences recently with contractors - so I was very pleasantly surprised that this entire process was handled so professionally.  Wish all contractors would exhibit such a great work ethic and interest in customer satisfaction.

The carpet and walls were wet from a broken water heater.  That was required and this company came out an hour after being called. vacuumed  up the water and left fans and dehumidifier

They were very prompt, they explained things very well and they used a type of machine that dried out the wet area very quickly and completely. 

They arrived on time and explained about finding areas removed the wet flooring, took pictures then started dryers.  They came back for 3 days to check the drying process and was at my convenience.

Corey was an excellent technician.  He was reassuring and explained things clearly.  He was efficient, polite and completed the job.