Customer Experience changed drastically
(Seattle Branch) We had water damage in our basement that had been dried by another company. The night before floor contractors were scheduled to come to our home, David cold-called us about replacing the flooring. He was able to come out that evening to provide an estimate, which we appreciated and accepted. We later discovered that this visit resulted in an after-hours charge of nearly $500, something we were not aware of at the time.
While at our home, David discovered that some areas had not been completely dried by the first company. Because we had an active insurance claim, and with our permission, he immediately arranged for his crew to continue the drying process. At first, we felt he was knowledgeable, responsive, and genuinely focused on our needs.
Our insurance company requested that a third party inspect and confirm some of the issues David had identified. David insisted on being present during that inspection. The situation was uncomfortable, and we were later surprised to see an additional $119 charge for his involvement.
Five days later, we contacted the original company about their failure to completely dry the affected areas. They acknowledged the issue, wanted to make things right, and asked for the opportunity to earn our business back. We therefore notified Green Planet that we were ending their services.
Unfortunately, this is when our experience changed considerably. The tone and attitude toward us became harsh and uncomfortable. Although we had understood that the mitigation work would be handled through our insurance claim, we were suddenly told the bill needed to be paid by us immediately. We were also contacted by a collections company and told that if the bill wasn't paid by Friday, a lien would be placed on our home.
We were disappointed by the way the situation was handled. Our initial impression was that customer needs were the priority, but once we decided not to continue using the company, we felt the relationship changed dramatically.
Our experience is ultimately a reminder to carefully review all charges and understand the payment terms before allowing work to begin--especially when insurance is involved.
⭐️⭐️⭐️ Updated Review — Originally 2 Stars
We initially left a 2-star review because of our experience with Green Planet during a water-damage situation. We had significant concerns about several charges on our invoice, the handling of our insurance claim, and the way our relationship changed after we decided not to continue with the company.
After seeing our reviews, Green Planet reached out to us and asked for the opportunity to make things right. We had a lengthy conversation, they listened to our concerns, and they offered to refund $500, which represents the charges we had disputed.
I appreciate that the company was willing to listen and take action. Because they made an effort to address our concerns, I have changed our rating from 2 stars to 3 stars.
That said, I do want to be honest that this resolution came only after we had posted our concerns publicly. We had previously tried to resolve the issues directly, including asking the company to work with us while our insurance claim was being processed, but we did not feel heard at that point.
I'm glad we were eventually able to have a productive conversation and reach a financial resolution. My hope is that Green Planet will take this experience to heart and improve communication with customers from the beginning—especially when dealing with stressful situations involving water damage and insurance.
Our original experience was disappointing, but I do appreciate their willingness to come back to the table and try to make it right.