The complaint has been investigated and
resolved to the customer's satisfactionResolved HomeFirst Agency — Bad faith insurance claim
resolved to the customer's satisfaction
During an overnight heavy rain and high wind storm in August of 2011, we found ourselves chasing down leaks and catching water throughout our mobile home in the middle of the night. That night our medal roof began to rumble and slam down on our roof trusses very violently. We filed an insurance claim with HomeFirst Agency on the next business day.
They were very sympathetic and were glad to get a field adjuster in contact with me. The field adjuster came out and inspected the home. He found the the wind had somehow gotten under the medal and began to wave my roof up and down so violently that it forced many screws loose or completely out. The medal now sags between each truss and is stretched and bent in many places. It also separated my gutter from the home in several places allowing water to enter my exterior walls. The storm also destroyed much of my skirting and shifting my home leaving many cracks and separations in my walls and ceilings that still grow a little bigger each week.
During his inspection of my home's interior, he found many places that has suffered water damages. Most every exterior wall shows signs of water damage not only at the ceiling but also along the floor where the water has traveled all the way through the walls. He found many ceiling panels that suffered so much water damage and jolts from the medal slamming down that the panels were bowed off of the ceilings. The field adjuster suggested to remove some soft sheet rock on a couple of exterior walls to inspect the studs and insulation. We did so in the bedroom where my 4 year old and 7 year old daughter sleep. We found black mold on the insulation and a stud that was so black it looks like it has been in a fire. He then told us that we should not have any problem getting what we need to make the repairs because it was obvious to him that the damages were storm related.
A few days later the insurance company called me to say they were sending me a check for $1, 203.00. I asked to speak to the field adjuster that was so sure I would be taken care of and they told me I was no longer allowed to talk to him. I spent the next two weeks receiving estimates from contractors. I did not get one lower than $15, 000.00 due to the roof replacement and all the mold abatement and repairs throughout the entire house. They all the sudden became very difficult to get on the phone. I collected all my estimates and took nearly 100 photos of my damages. I sent them the pictures and wrote them a letter giving them 10 days to come to a resolution or I would take legal action. Four business days after they signed for my letter, they called me and wanted to send out an "independent neutral" adjusting company to re-evaluate my claim. When the adjuster came out 2 days before their deadline, he was telling me how busy HomeFirst Agency keeps him. (but keep in mind he is an "independent neutral" adjuster) He took many more pictures than the first adjuster and even found more damages. Their deadline has now passed and I have no choice but to take my attorney's advice and sue them.
HomeFirst Agency has caused us so much stress and concern over this. The worry of the mold infested home with three young children is enough to drive someone crazy. We have had more rain since the damages and the problems grow worse every time it rains. I have found my wife several times crying because she feels so helpless and scared living in this home and stressed on how we will ever have the money to repair it. Save yourself the mental anguish and stress and find a different insurance company!