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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/22/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My car was broken into on July 26th, 2021 and various things were stolen. I filed a claim on July 27th 2021 with Alacrity solutions and they have been completely unresponsive. They have not gotten back to our multiple emails, calls, or even calls to their supervisor. My adjuster's name is "*************************" and both her and her supervisor have not returned my messages. I am a law student and since i've lost my laptop i've had to rent a laptop from a friend.
Business response
10/01/2021
Greetings,
Thank you for providing Alacrity the opportunity to respond to Mr. ******** concerns filed with the Better Business Bureau. We are sorry for the frustration he has experienced. Alacrity is committed to providing a high standard of service and we welcome customer feedback so we can identify areas to improve our service and customer satisfaction.
During our inquiry and file review of Mr. ******** concerns,we found that Alacritys claim examiner had communicated with ****************** by mail and email requesting specific documents from him in order to evaluate his claim. Alacrity had not received the required documents at the time of Mr. ******** complaint.
Alacritys claim examiner has since followed up with ****************** by phone and email to ensure he understands what documents are needed. We look forward to receiving the documents and helping to conclude his claim.
Again, we are sorry for the frustration ****************** has experienced and appreciate the opportunity to respond to the Better Business Bureau. Please feel free to reach out to me directly if you have any other questions or concerns.
Sincerely,
***** Sangalli
Quality Assurance ManagerInitial Complaint
08/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I'm beyond upset. I've been working with State Farm to get my car repaired because it was their customer who hit me. On July 6th, a woman name NTeesha ***** called me from External Claim Resource (Alacrity) and said they had decided to "total" my car. and I'm 100% okay with that. She said I could keep my car and just pay me for it. We then discussed some other things and that was it. It's currenly July 9th and I tried to call the number that Nteesha has in her email signature but it takes me right to State Farm claims and they can't see any of her notes. Now, the State Farm reps have me going back and fourth with trying to get my car repaired and NOBODY can tell me if it's gonna be totaled out or what's going to happen. I'm getting different answers from EVERYBODY. So I'm not sure what to do at this point. Nteesha is the only person that was helpful BUT I can't reach her because it keeps taking me to the State Farm ******** in the meantime, my car is damaged and I dont know what to do.Business response
08/26/2021
Greetings,
Thank you for providing Alacrity the opportunity to respondto ************ concerns filed with the Better Business Bureau. We are sorry for the frustration she hasexperienced. Alacrity is committed toproviding a high standard of service and we welcome customer feedback so we canidentify areas to improve our service and customer satisfaction.
Unfortunately, ************** is no longer a part of the AlacritySolutions team. However, following noticeof ************ concern, we found that she had been in contact with State Farmand has been given direction on addressing her vehicle claim. We recommend that she continue to work directlywith State Farm.
Again, we are sorry for the frustration ****************** hasexperienced and appreciate the opportunity to respond to the Better BusinessBureau. Please feel free to reach out tome directly if you have any other questions or concerns.
Sincerely,
***** Sangalli
Quality Assurance ManagerInitial Complaint
07/01/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
It's been 3+ weeks since I was introduced to the services of ************************** (PTR) and *********************. It's been an epic disaster. The company cannot keep all it's lies straight.1. They claim they were not engaged to provide restoration services at my residence. Yet, they set up equipment in my house and left it for 4 days.2. They claim they were only retained to provide an estimate of services to my insurance company. As of today, June 28, they haven't done so.3. I have filed a complaint with their master services agreement company (Alacrity) and nobody has yet to contact me. The majority of the details are in the attached PDFs.Business response
07/16/2021
Greetings,
Thank you for providing Alacrity the opportunity to respondto ********** concerns filed with the Better Business Bureau. We are sorry for the frustration he has experienced. Alacrity is committed to providing ahigh standard of service and we welcome customer feedback so we can identifyareas to improve our service and customer satisfaction.
******************** is a third-party administrator that providesservices to ********* companies in connection with losses suffered by theirpolicyholders. Mainly, we provide anetwork of independent, credentialed contractors that are made available toprovide restoration, mitigation, or other services to return damaged propertiesto pre-loss condition. Neither Alacrity nor the ********* carrier hires thecontractor and the decision whether or not to use the contractor is solely thepolicyholders.
Alacrity received a request from ********** *********company to assign a contractor to provide an estimate to repair damages to Mr.Kubons home. Alacrity made an EstimateOnly assignment to network contractor ************************** (PTR). No further requests for services werereceived from ********** ********* carrier and no further assignments weremade by Alacrity.
Prior to notification to Alacrity of ********** complaintto the ********************* Alacritys local Regional Field Manager (***) wasnotified of ********** concerns. Whilethe concerns expressed by ************** are not related to the assignment handledthrough Alacritys network, the *** communicated with both ************** and theownership of PTR in order to assist in resolving ********** concerns. ************** told the *** that he will addresshis issues directly with PTR, rather than Alacrity.
Again, we are sorry for the frustration ************** has experiencedand appreciate the opportunity to respond to the Better Business Bureau. Please feel free to reach out to me directlyif you have any other questions or concerns.
Sincerely,
***** Sangalli
Quality Assurance Manager
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