We never contacted American Water Damage. The plumber we hired to identify a mysterious leak called them without clearly explaining their role. When James Morrow arrived, no one told us that he was there only to perform water mitigation--not to locate the leak. James also never clearly explained his actual role. Instead, he inspected the moisture, marked the walls, and confidently claimed that the water was coming from the HVAC system. This reinforced our reasonable belief that the plumber had called a more experienced leak specialist to help identify the source. Two HVAC inspections later proved James's conclusion wrong, and the source of the leak remains unidentified.
Even more disturbing, James began having our dining room, hallway, and laundry room walls cut open before giving me his phone to sign anything. While the demolition was already underway, he told me that my signature merely authorized him to submit an insurance claim and apply an antimicrobial treatment to the walls. I specifically asked, "Does insurance really cover this?" James said yes and reassured me that he had been doing this for more than 30 years, had worked with all types of insurance companies, and that I should not worry. We relied on his experience and assurances.
Only after the work had been performed did Allstate inform us that our policy had a $25,000 deductible, meaning insurance would not pay for the work unless that amount was first met. During a later conversation, James even suggested finding a way to increase the total price beyond the deductible so insurance could pay and leave some money in my pocket. I rejected that suggestion and told him I did not believe the insurance company would accept it.
Once American Water Damage realized that insurance would likely not cover its charges, the reassuring communication suddenly disappeared. Its employees entered our property and removed the drying fans without notifying us. When I contacted James, he told me that understanding my insurance policy had been my responsibility all along. That response was shocking after he had personally assured me that insurance would cover the services and told me not to worry.
Healthcare providers routinely verify insurance coverage or clearly disclose financial responsibility before performing expensive services. Yet American Water Damage entered our property, began cutting open our walls, and performed $10,650.57 worth of work without first giving us a clear estimate, explaining its limited role, verifying that insurance would cover the charges, or confirming that we could personally afford them. We were vulnerable, frightened, and simply trying to find the source of a leak. We believed the plumber was helping us by calling a leak expert. Instead, we were left with an unresolved leak, demolished walls, a massive invoice, and a deep sense of betrayal.
I am beyond disappointed. Based on our experience, we believe we were seriously misled, and we intend to pursue all available legal remedies to hold American Water Damage accountable. I am sharing this because no homeowner should be pressured into costly work through unclear explanations and assurances of insurance coverage that later disappear. If you have had a similar documented experience with this company, please consider coming forward. Harmful business practices continue when consumers remain silent, and I refuse to remain silent about what happened to us. read more
