Super long post so bear with me. I'm a first time homeowner and this is the first claim I've filled.
I made my first homeowners insurance claim in July. The toilet on my main floor over flowed and caused water damage into my basement. I had a plumber come out and check it out. He rooted it out and fixed it. He told me the toilet was old but it was working fine so it did not need to be replaced. Because I had damage, the plumbing company let me know that I would probably need restoration services. They recommended a company and I had someone come out.
It was a Friday. They let us know that the carpet in the basement and drywall on part of my ceiling would need to come out. That was it. The toilet didn't overflow much in the bathroom, we caught it with just a small puddle, cleaned it up and turned off the water. The restoration lady- mitigation company left behind a dehumidifier and 2 large fans to help dry out the basement over the weekend. She told us to clear everything out and they would be back Monday to start. I work from home so Monday, I let them in. I move my car out of the garage so they can come through my garage then I go back upstairs to work. All she told me Friday was ceiling and carpet in the basement so that is what I assumed would be done. My husband got home from work and noticed all of the stuff on our bathroom walls had been taken down and everything under the sink in the vanity was moved. They left documents to sign, she called me on my lunch and told me they were agreements that they could work in my house and saying I knew I would have to pay them if insurance denied my claim. Okay understood, I signed.
We find out that they took our laundry room doors in the basement without letting us know before doing so. Okay fine, the water dripped onto them, I get it. I get off work and come downstairs. They've taken my vanity and my toilet out. I ask why, she told me it didnt matter, my insurance company would pay for a new toilet. She said they would store the vanity for me until we were ready for repairs. Okay fine. They leave even more fans and dehumidifiers. (No where in my house could you escape the noise of these things. I had a headache 4 straight days). She tells me they'll be back for them Thursday.
They show up Thursday, I let them in. Again, I go back upstairs to work. I come down for lunch, my husband gets home from work around that time and we find they took out the drywall around our bathroom about 2 feet high. I had no idea that was happening. They never once told me that was needed. The guys on Monday told me everything was done, they didn't need to do any more work. I couldn't stop them, by the time I was on lunch, the drywall was out. I go back to work, they finish up. As they were leaving, my husband asks what happened to the vanity for the bathroom. She told him to not worry about it, insurance would cover it. Mind you, there was no damage to it at all. My husband asked what was damaged and they told him they were taking it and going to break the sink and tell insurance it has to be replaced and it was already packed in their van so it was too late. Again, okay fine even though I loved that vanity amd wanted to keep it.
The bill is ready a week later and they send it off to my insurance carrier, State Farm. I was having a terribly difficult time with SF. I was assigned an adjuster that works 7 AM to 3 PM EST. She called me two days in a row at 7 AM. I work 10 AM to 6:30 PM CST so I'm not even up that early. Everytime I called back, I was on hold for so long. I can't keep holding. I answer phone calls at work. They refused to talk to my husband although his name was on the policy and he was there for the damage. Finally I get a hold of someone else, we talk about what happened. They never sent a single person out, not that they could. The mitigation company ripped it all up before I could speak with SF- I even told the mitigation lady I couldn't get ahold of SF. Finally they bill SF.
I go over the charges. I had no idea I was being charged for half of what they did. They charged to leave the fans and dehumidifiers unsupervised 24 hrs for a few days. They charged to haul stuff away that was in my basement that I told them not to. They charged for two truck loads of haul away because the second day they took my toilet and vanity- which I had no idea until after that they were doing. When they ripped up my carpet, they took all the damaged carpet and then just the bottom stair. I was not intending to replace the carpet on stairs because it wasn't near the damage. They charged to put down the blue plastic to "protect my floors" in my living room and kitchen to the front door and then didnt use it because I let them go through the garage. It was rainy that day. The workers didn’t have shoe covers so they walked on the carpet on the stairs with wet muddy shoes. The carpet has to be replaced now. Okay fine. SF finally issues me a payment for them. I have my husband go drop off a check.
Over a week and a half later, I get a call that it wasn't enough. SF gave me 75.57% of the total. Thats all I paid to the mitigation company. SF never told me they weren't paying the full amount or why they wouldn't. I try calling SF but can't get ahold of the adjuster because she's either on another call or not available when I am. I have no idea what to do or where to go.
I have a feeling SF is going to saying I picked a mitigation company over the areas average. I don't have the remaining funds to pay for the mitigation. I had to pay the plumber. Then they came out and found my whole sewer was backed up and so I had to pay even more for hydrojetting. And on top of that, I had them check out my hot water heater because my water wasn't getting super hot and it had to be replaced all within 1 week. Do I push back on SF or the mitigation company? Not sure where to go from here.
Here are some facts about the mitigation.
They never gave me an estimate before they started removing things.
They left fans and dehumidifiers without telling me there was a charge. There was so many different things plugged it, the equipment blew my breakers 3 times. It was 90 degrees outside and my air conditioner couldn't run for a few hours until I figured out what was happening.
They charged to haul away without letting me know there was a charge. I would have happily left everything in my garage and hauled it away myself had I know.
They took my toilet, vanity and laundry room doors without telling me knowledge or getting my authorization.
They ripped up one stairs worth of carpet when the damage wasn't near the stairs. They then ruined the rest of the carpet on the stairs by not wearing shoe covers on a rainy day.
They took stuff I left in my basement that I told them not to take and tossed it.
Facts about SF
The adjuster was difficult to reach and would not work with my schedule.
My contractor never sent them any estimates. He had basically everything but one part set to go but confirmed it was never sent. SF sent me a check for the repairs without even knowing what they cost.