Yesterday it had been one week since the dishwasher incident. It had been almost a week since the appliance store general manager told me an adjuster would call me that afternoon. I waited patiently. I felt like they were going to take care of things but wasn’t real happy about the lack of communication.
Yesterday Vince called the GM back and he seemed surprised that we had not been contacted by an adjuster. He was very nice, assured us he would make a phone call and see what he could do.
Within an hour, an adjuster had called. She was super nice. She asked me about the water getting under the wood. I started to tell her that the dishwasher had not been connected to the water line properly and she said “Oh, we accept full responsiblity. We will do whatever it takes to make this right for you.”
I explained that because the wood is continuous, it all has to be refinished. She said “Absolutely!” I told her that IF the wood flattens when it dries, then all they’ll have to do is buff it and redo the finish. If it doesn’t go back to being flat, they will have to remove the stain, take it down to the wood, re-stain it, then re-finish it all. She said “We don’t want to skimp. We want it to be in perfect condition and we want you to be happy.”
Somehow we got on the subject of Louisiana and her family is from Lake Charles, which is where I’m from so we talked a few minutes about hurricanes, food . . the Lake Charles area in general.
I told her we had borrowed a dehumidifier and she said “Please . . if you need one, buy it and we’ll reimburse you.” I told her that we aren’t asking for anything except to get the floors fixed back to how they were before this happened.
I told her that it was going to be the end of January or the first of February before the wood floor guy could fix it and she wanted to be sure we don’t need anything before then.
I hung up the phone almost in tears – so grateful that she was so nice and accommodating.
It’s all going to work out but it will be a while before it’s finished and we’re done with this project.
Rebecca says
I’m guessing she recognized the accent (that you “don’t” have?).
What an amazing conversation! It’s a plus you didn’t go in with a bad attitude from the wait, but I’ve never heard of such an accomodating insurance company. The store sure purchased a good policy.
Deneka Guyette says
Maybe this will be a helpful idea for your floor. We have infloor heating. Someone managed to put a nail in one of the tubing during construction. We had a big leak In addition to what you are already doing we put 2 heavy planks on the bulge, with 2 of those 5 gallon pails filled with sand on top of the planks. You have to look very hard to find the area now. It flattened it right out
judy.blog@gmail.com says
A problem is that even if the wood flattens out, the “seal” was broken when the wood swelled up so the surface would have to be buffed and then the resealed. Since there’s no good place to stop, all five rooms of wood flooring will have to be re-done.
Also, I’m not willing to settle for “looking real hard to see it”. I want it fixed right and since it was the appliance store’s total failure at hooking a line onto a dishwasher, and since their insurance is going to pay to have it fixed, I want it back to the condition it was in before this incident and that was pretty close to perfect.
Nelle Coursey says
It is so nice when you get someone as nice as that. When the neighbor’s grandson set our grass on fire at the farm it burned up 3 or 4 old cars. One of them was a 67 Nova and the adjuster told my brother that the car, no matter what the motor was like or the inside, as long as the body was good, it would be worth $5,000. The insurance company, Liberty Mutual would not pay what the adjuster gave as a estimate and only paid half of what it was worth. They would not pay for the burned up trees, the damage caused by the Fire Service (who had to come out and make a fire break), the fence that burned, or the grass the cows would have eaten! So I don’t like Liberty Mutual, nor would I recommend them to anyone. The landowner next door was really upset with what they had done to us! I think he may have cancelled his policy and got one with another company.
I hope these people are honest and would do what the adjuster says.
judy.blog@gmail.com says
We’ve had Liberty Mutual for years and years and have never had problems with them. I had an accident in MO. We hit two deer in Texas and they’ve always been super but it only take once of bad treatment to change how you feel.
Susan Nixon says
That’s the kind of service that one should always get, and I’m so glad you are!