We had a flood at my house on July 7th. I called the insurance and they informed me that nobody would be available until Monday.
(The person said, it is a weekend). I asked the person if they could at least tell me what I should do. They said they can’t even see my policy so there was no help there. I called back Saturday July 8th to see if someone could let me know what I should be doing, I didn’t know if I should pull up the carpeting or wait until someone came out to see the damage.
Again, they told me nobody was there that could help me, but I should be receiving a call from the person that is going to be assigned to my case. Monday morning July 10th I called again, this time they said that my case has been assigned to someone and his name is Charles Gonzalez he should be calling. I called him right away, because at this point my house was starting to stink like mold. He didn’t answer his phone so I left a message.
His message said he would be in that day and return calls. I called him again at the end of the day, left another message, still nothing. Tuesday morning July 11th still no return call, I called back the main number and asked if there was anybody else that could help me, they then gave me his supervisor Rachel Green, I called her and left a message for her. Called another 4 or 5 times, nobody in this company has ever answered the phone when I have called.
I called back Charles, still no answer, left another message. Called again towards the end of the day to see if there was any live person that I could speak to because by now our basement was a moldy stinky place, they gave me Juana Terrance the property claims assistant she didn’t answer either, but she did call me back. I told her about the smell and she said someone would be there today, I thought this was the adjuster, The guys who showed up, were Element Response Team, who told me they were to rip up the carpet and remove the padding and then lay the carpet back down until the adjuster got there, So they ripped all the moldings off the wall, removed the carpet, pulled up the padding and put the carpet back in place. then they set up all sorts of fans and it was very noisy.
I told them we could have ripped up the carpet a long time ago if we were just seen by the adjuster. They stopped by every day to check the moisture in the carpet. They told me that their fee would NOT be deducted from my portion of the claim. Thursday I finally got a call from the adjuster who said he would be there on Saturday July 15 2017-This was a week and a day after the flood.
He came and took pictures and made notes, I then asked him if we could get rid of the carpet and he said yes it was badly stained. So, the next day my husband cut up all the carpet and put it in the garbage. I also asked him who was going to put my basement back together and he said to get an estimate and he will be in touch and let me know where to send it. I heard from him once and he sent me a paper to fill out with all the stuff that got damaged or ruined.
I sent that back to him the next day. As of right now, its July 25th 2017 and I have no idea what is going on with my claim. So now my basement is bare, got an estimate for repairing the moldings and painting the walls, etc and also an estimate on a new carpet. I don’t know what I am supposed to do with these, I just received a letter in the mail that my claim is being closed, I am very unsatisfied with this company, there is no communication between anybody and it is almost impossible to reach anybody ever to talk to.
So now I am left with a mess in my basement and no help repairing it. I really don’t think this is the last time you will be hearing from me. Today is Aug 1st, still have not spoken with a live person, just left numerous messages. I have called the 800 number and all they tell me is that they will send the message to someone else and wait for their call.
I mean this is just unacceptable. Usually insurance companies try to help the people that have their insurance. I really have no words to describe this treatment, I think I must take further action. OK so now I have received a check for $1,644.10.
It turns out that the Element Response Team did get the money from my side of the claim, so they received $3,355.90. So, we now have NO carpet, NO molding, the walls need paint, things were ruined or thrown away and only have $1,644.10 to fix it all.
If we were able to speak to someone in the beginning of all of this, we would have known what were should have done, I think this company is just a joke, I will be putting it out there as much as I can, because I am truly disgusted by the whole thing. I think they are taking advantage of people who pay their insurance every single month without a hitch, we have never put a claim in before and now I think we should look for another company.
Product or Service Mentioned: Geico Flood Damage Claim.
Reason of review: Problems with payment.
Monetary Loss: $7000.
Preferred solution: I just want whats due us, if someone would have answered the phone, we could have cleaned up the mess ourselves. Not pay that other company our money..
I didn't like: Way they treat their customers.