If I could give 0 stars, I would. The only thing they get a "5 star rating" in is passing the blame and ignoring contact with you. They're immediate to reply when they see you've been issued a check and they want their piece, but otherwise, they screw up your claims, cost you more in the long run, go against your wishes, and then ghost you. The owner told me he'd call me back yesterday, and two days later, no call, no email, no explanation why one claim was closed as a "final settlement" without our consent. We said we'd expect more damages than what was known and asked if we'd be able to submit the bill for that if and when it happens, they told us "yes". Then, after that did happen and we received an extremely large bill, they literally blew us off saying it was a final settlement, we have to pay it, nothing they can do, and two months later I'm still waiting on a response as to why and how this happened since we were clear on our end.
They flat out LIE and cannot do their job, period. They want you to get referred to an attorney so they still get their cut, but wash their hands of any effort and communication with you. Our claim that was not handled by an attorney, Chelsae would tell us "you have to call your attorney I cannot talk to you anymore". We don't HAVE one, they're currently working the claim, not an attorney. They literally have NO clue.
Our depreciation check was mailed out by our insurance carrier and somehow was sent to them. They had received it weeks ago, NEVER told us, then, when we asked if they had it, they said they NEVER received or saw any check.. until, oh, it's time for them to take more money off our backs after not helping us, so they do then remember they DID receive the check and have mailed it on to our mortgage company for endorsement. They can't even keep track of what they receive and send on, this is deplorable.
Then another claim we have on a different property (same natural disaster hit them both), we were offered settlement in November 2023, it's now August 2024. We were told to contact an attorney because they felt it was low, but couldn't help us anymore. We did, attorney said it's not worth pursing, take the settlement. So we inform them of this decision and suddenly they tell us not to accept, they can work the claim more. In the meantime, we don't have insurance coverage for that part of the house, and our premium is through the roof. We said we wanted the initial money and no one is listening, but 9 months later, we still have no initial check, aren't any further along to get the "more" they claim we're owed (it's just because their 10% isn't big enough on the initial amount), and as they're dragging this out it's costing us so much money needlessly.
After multiple attempts to talk to the owner, we were emailed that we just don't understand the insurance process and things take time. NO, we said settle, they didn't listen to our wishes. We said keep the claim open, they closed it. They literally do whatever they want and it's OUR property.
We're now out almost 20K from our pocket in the pursuit to trust them and get our properties fixed because of their mistakes and mishandling. No one wants to discuss course of action with us or tell us how this can be made right. It's never their problem, so lesson learned, the biggest mistake we've ever made is hiring Stellar. BEWARE. DO NOT RECOMMEND THEM for ANYTHING. read more