Complaints for Rainbow Restoration of Waynesboro in Waynesboro, PA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

5/30/2024

Rainbow Restoration of Waynesboro has the worst customer service ever. Would not return my calls, would only respond by email whenever they felt like it and way over charged my insurance and myself for the services they provided . My insurance paid all but $4000.00 (not an exact amount but close to it) of an $19000.00 bill and it is now my responsibility to pay the remaining which was part of my contract. The problem is the way the are billing it. Which is why my insurance doesn't want to pay. I was never told from the beginning that there were 2 separate bills. One for the mitigation and another for the contents. If I had known. The contract that I signed just gave an estimate for the project, which I later found out did not include the pack out and storage. The told for the pack out was over $14,000, Even though they did pack all the items they only took 35 items to put in their storage and I had to move and store 89 items myself. Again my insurance did not want to pay the outrageous amount. When it came time to return my items I asked for a discount die to the fact that $2400 was way to much to pay for 35 items to be returned. I was then given an amount of $930.35 for 6 hours of work when they were here for maybe 1 hour and didn't even unwrap or remove the 20 plus blankets the items were wrapped in. Once again I had to do what should have been there job to do. No one told me it would be my job to unwrap the furniture and for $930.35 that should have been included. Resolution Sought Give me time and be willing to continue to work with insurance to get this resolved instead of charging me a ton of interest and late fees. Improve their communication. Apologize for their lack of communication that could've helped resolve this sooner. And reconsider and reimburse for the outrageous amount to deliver my 35 items back to me which they didn't unwrap.

Company Response

7/26/2024

Sorry you feel we didn't do enough for your claim or communicate with you in the manner you were expecting. We are always striving to increase our customer experience and the service we provide. As we discussed on the night we arrived, with the insurance carrier you chose to insure your home with, you should expect push back on them wanting to pay the invoice. We are not a preferred vendor, so we don't work for the Insurance Carrier. We specifically said, if you want someone cheaper that works for the insurance carrier that is fine you can call someone else. After we reviewed our contract with you and you read our Pricing Guidelines, you decided you still wanted to use our services. As we previously discussed in person, when you call in and start yelling and swearing at our employees (We can send you the call recording again if you like), you now have lost the right to talk to us and everything is going to be through email. We have many other clients who have insurance claims and don't act anything like you acted, so we are going to go the extra mile for them. In addition, we even gave you almost twice the amount of time to pay the invoice then we normally do, and we offered a 15% quick pay discount on your claim. If you or your insurance company would have taken advantage of this, as we had suggested up front this all could have been avoided and the total claim amount would have been less than what was paid out because of the length of time it took you/your insurance carrier to pay the invoice. As far as the contract goes, we go over it in detail (during our initial site visit) with you and advised you to take the time to read over it and ask questions before you sign anything. As we said numerous times, your insurance company is notorious for not wanting to pay for things that are part of your claim. You, as their customer, were going to have to stay on top of them. As we promised, we submitted all documentation to your adjuster that was required to justify all of the work we performed as part of your claim. I checked your file, and your claim was paid in FULL by your insurance company. If we charge way too much, do you think one of the largest Insurance carriers in the USA would pay for the claim in full?

Customer Rebuttal

7/29/2024

I would just like to know why my estimate was $18,000. The final bills were $32,000 and you would not answer my calls until 30 days later when I wanted my items back and the reason I was irate was because you would not return my items or return my calls, even after the insurance decided to pay. And trying to communicate through 300 emails back-and-forth from insurance company to myself is in no way good communication. If you would have talked to me over the phone or in person much of this could’ve been avoided. It was my mistake in the first place to trust your company and it’s my fault for believing what you told me prior to signing your contract. I now know why Insurance companies don’t wanna work with you and why our premiums are so high. It’s because of companies like you.

Company Final Response

Complaints and Resolutions

Rainbow Restoration of Waynesboro complaints