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Complaint Details
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Initial Complaint
03/27/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
PuroClean was hired around July 2022 by my insurance company to work on a property at **** ***** **** ****** **. This was over a $12K claim. I chose to have all the funds go directly to PuroClean, this was a mistake. They were unable to secure the same flooring which they removed, thus suggested a different flooring. Upon agreeing on the new floor there was a price discrepancy of over $800, to my favor. On the phone they said the unused funds would be returned to me. Now months later they deny this was said and have refused to issue me MY insurance funds. They said they didn't make much money on this job and it was thus theirs to keep. If the insurance check was sent to me directly for the full amount, i would have then only had to pay them for the exact amount of the services provided. They put in an inferior floor, yes per my agreement, BUT the unused funds should come back to me. I am requesting a refund of $847. **** ********** ************
Business response
03/28/2023
PuroClean did not agree either in writing or verbally to reimburse any funds to Mr. **********. Mr. ********** signed a contract with PuroClean for a set dollar amount and we fulfilled our obligation by successfully completing the project. This was an insurance claim job where we submitted an estimate to the insurance company for approval. After receiving approval from the insurance company for our estimate, Mr. ********** signed our contract for a set dollar amount. Again we completed the project and were paid the amount of our contract. In this particular case, we actually did a few additional items not in the original estimate to make sure the job was done well. In addition, we noticed that the furnace and hot water heater were damaged and were able to provide the insurance company the information necessary to have the carrier cover the cost of a new furnace and hot water heater (in excess fo $10,000.00). We are naturally surprised to learn of this unfounded complaint. Mr. ********** made his complaint to the insurance carrier/adjuster as well and the carrier found in our favor. Finally, PuroClean has been doing insurance related mitigation and repair work for over 13 years and has never made such an agreement with a customer and is not aware of any contractor who agrees to provide a kickback to the homeowner after being paid by the carrier the contracted amount of a fixed dollar contract. Such a practice would be unethical and could be considered borderline insurance fraud.Customer response
03/28/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
******* **********Initial Complaint
02/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Recently I've been getting a lot of calls and emails from a puroclean service. I thought it was a mistake but when I was harassed by collections agency I looked into it. On September 2 2021 my property at **** *********** *** ***** ***** ** *****,that's currently being rented had a clogged drain pipe. On September 5, 2021 **** ****** fixed the drain and we have paid receipts. However on September 2, puroclean claimed they fixed the issue. First I am the insured person and the home owner whatever they claim I never authorized. My mother was at the house at the time and she let them in. Shes up in age but said she didn't ok any work or sign anything. The contract they have is not her signature. It says Jackie page . She always signs ********* so it must be a DocuSign or something. Nevertheless pictures of before were taken but work wasn't performed hence the fact **** ****** came out on September 5. I told puroclean I wasn't aware and didn't authorize a d they didn't resolve it but I would pay the trip charge up to 100 dollars. They are trying to bill me 1700 for something I would have done. I have a wet vac and emptied water from my mother in law spring 2021 so it doesn't make sense. I would like to have the emails and calls to stop and threats about court and liens to stop and the collection agency ******* ***** to stop. I really don't want to leave bad reviews of go on social media about the company or attorney general for consumer protection. I have copies of **** ****** but it doesn't show up clean being a yellow carbon copy. I appreciate your help. Feel free to reach out if you need more information.Business response
03/03/2023
We did provide service and his mother did sign our contract. I have attached relevant documentation. Unfortunately we had to charge this off to bad debt expense. What he says below is not true. Please contact me at *** ******** for further details.
Initial Complaint
12/20/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I owned a house at **** ***** **** *** ***** *****. ******** Home owner insurance contacted Puroclean Emergency restoration Services to prepare the roof. They looked at the roof and I did not see anything that they did. That very same night it rained it was water coming inside my house. I contacted ******** informed them and they asked if I Knew someone who could black top the roof, but everyone I called stated that they do not do that anymore. I have since sold the house on **** ***** ***. and now live in Illinois I continue to receive letters from Puroclean Emergency restoration Services stating that I owe 672.90 for services that have not been renders. I continue to get this mail. I would like for them to stop contacting me on the invoice it states that I have until 12/28/2022. Stop contact.Business response
12/20/2022
On February 22,2022 We were sent out by *** ***** for water mitigation. After inspection there were insurance coverage determinations that were still being decided. The insurance adjuster stated that she needed to have her roof tarped, but they were not covering that portion fo the claim at this time. We spoke with Ms. ****** and let her know that we could tarp her roof but that she would have to pay that part of the claim out of pocket. She agreed to pay and we made temporary repairs to her flat roof to prevent any more water from coming in. The work was performed (see pics) and the claim on the roof was eventually denied due to maintenance issues. Ms. ****** to this date has not paid for services that she agreed she would pay for.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.