So I met with Donna from Culture as she had done a post-hail home review for my brother and he was impressed with all that she identified as issues and promised they would get the insurance company to cover. So, as a referral from my brother, I also requested a review of my home to see if I may have experienced damage from recent hail storms.
Donna was an enthusiastic and true salesperson. As she looked up to the roof with me, she pointed out various "shiny spots" where the asphalt granules were missing from hail hitting my roof. I couldn't see what she saw, but as she positioned herself as the expert I believed she was seeing hail damage, as I am not a roofer nor a roof inspector. We walked around the house and she pointed out a crimp in a gutter downspout. She said that while that looked like a crimp it was actually hail damage. I questioned that one in my mind but again, she was the expert so I figured she knew what she was talking about. And if she could convince me, her team could surely explain this to my insurance company, right?
She then looked at my windows which were recently installed. She focused on the aluminum wrap and told me it was all dinged up. I didn't see anything and when I questioned her, she had me run my fingers along a section of aluminum wrap and pointed out micro-indentions you needed to feel but couldn't really see. "That's hail damage too", she explained.
Last, she reviewed my newer garage door. Again, I couldn't see the indentations that she saw but she claimed her rep would bring a "special light" when meeting my insurance adjuster and that would make them "pop".
It all sounded great. She wrote up my claim items as a new roof, new gutters and downspouts, new window wraps, and a new garage door. All these items she enthusiastically claimed were hail-damaged and clear to her. I signed the agreement and she called my insurance company with me (I guess that is the value add) and we filed the claim. She was very specific that I needed to get the adjuster's name, cell phone, date, and time of inspection because they needed to be here ahead of time with "ladders up".
When my insurance company called and provided me with the information for the inspection for a couple of weeks in the future, I immediately sent the "critical" information to Donna. I wanted to make sure I followed her instructions and gave them enough time to schedule a meeting with my insurance company's adjuster.
The Saturday morning of the appointment, my wife stayed home from our son's basketball game to meet the person from Culture before the insurance adjuster showed up. When I texted her to see how things were going, she said that the insurance guy was here but no one from Culture. So no rep, no ladders up, and no one to support and identify all the "imperfections" that Donna saw.
I texted Donna to see what was going on. Her texts back were short and snippy. She said the guy from their company got tied up at a previous appointment and no one was coming. The insurance adjuster laughed and told my wife, that no one ever shows up for these inspections (I assume he didn't mean from Culture specifically).
In the end, my insurance company didn't find my roof needed to be replaced, nor my gutters and downspouts, nor my window wrap, nor my garage door. In the end, they found about $800 in "other" repairs which was well below my deductible.
So while the "sales" experience was great, I believed that hail had damaged all the parts of my home the expert pointed out, in the end, either the assessment of what was damaged was wrong or the lack of a company representative being here to walk the adjuster through exactly what they saw resulted in a total waste of everyone's time. The lack of follow-through with a company representative being onsite is my biggest complaint, and I will never know if they could have assisted with the assessment of my home. If my insurance company said all those things were in good shape (I'm sure they weren't in a hurry to replace all those items) then either they were or they weren't but the person I expected to be here to assess this with my adjuster never showed, so I will never know. Until the next hail storm that is, and then I will be more guarded against companies that claim to represent me for a claim.
I know that after hail storms areas get inundated by out-of-state "storm chasers" but this being a local company and touted as veteran-owned is what made me want to work with them. However, I now regret that decision. read more