A year ago I was living in an Airbnb displaced by this installation. It is still unresolved.

On advice I am going to refrain from posting any more testimonials for a few months - however keep on sending them. There has been a sharp spike in people in similar situations reaching out to share similar stories over the past few days.

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Instead of posting every court filing here, I'm going to post a link where you can find the filings yourself.

https://apps.stjohnsclerk.com/Benchmark/Home.aspx/Search

Type in Case Number CA25-1320 and navigate the Captcha tool. Click search and it will show all filings

RXO Finally Filed Their Response — And… Wow.

Well, after months of silence, RXO has officially filed its response to our lawsuit.
And if you were hoping for accountability, clarity, or even basic logic… buckle up.

On December 10, 2025, RXO finally answered the Complaint.
Here’s what they’re asserting — and why some of it is, frankly, hard to take seriously.

1. RXO Denies… Pretty Much Everything

According to RXO, nothing happened.
No negligence, no installation mistakes, no improperly connected water line, no flooding — despite photos, videos, reports, and (yes) their own representatives previously acknowledging the error.

Apparently, RXO is now taking the “Who, us?” approach to several hundred gallons of water appearing inside our house within hours of their delivery crew leaving the premises.

Miraculous.

2. They Claim We Are Partially to Blame

You read that correctly.

RXO is asserting that we were negligent because:

• We “failed to properly operate” the refrigerator (the one they installed),
• We didn’t “timely detect” a flood in our house while… not being home,
• We didn’t “timely” minimize damage caused by a water line their installer never connected.

It’s fascinating how quickly some companies pivot from
“Our installer made a mistake, we’re responsible,”
to
“Actually, this might be your fault for not being psychic.”

3. They Suggest Someone Else May Be Responsible

RXO also claims the damage may have been caused by “other persons, firms, corporations, or entities.”

Which is an interesting position, considering:

• Only RXO’s delivery crew was in our home that day,
• They were the ones installing the refrigerator,
• And they were the only people with access to the water line they failed to connect.

But perhaps a roaming band of appliance-disconnecting gremlins came through?
Hard to say. RXO seems to be keeping their options open.

4. They Claim We Failed to Mitigate Damages

Translation:
“We caused a flood… but you didn’t stop the flood fast enough.”

Imagine someone rear-ends your car and then argues you’re liable because you didn’t sprint fast enough to catch their bumper before it hit you. That’s the flavor here.

5. And They Want a Reduction for Insurance Payments

RXO included a “collateral source” defense — meaning if our insurance pays for repairs, they want a discount on what they have to pay.

In other words:

“We may have caused the damage, but if your insurer steps in to clean up our mess, we’d like credit for that.”

A bold strategy.

6. They Reserved the Right to Add Even More Defenses Later

Because of course they did.

Nothing inspires confidence like a defendant saying:
“We're not exactly sure what our defense is yet… but stay tuned.”

Final Thoughts

RXO’s response reads like a company trying very hard to pretend the obvious didn’t happen — even though their own representative originally acknowledged responsibility.

We understand that big companies sometimes deny reality as a legal strategy.
But denying water damage large enough to require home reconstruction?
Denying an installation error that even they initially admitted?
Blaming homeowners for not discovering a flood while not physically present?

It’s bold.
It’s creative.
And it’s exactly why this website exists.

More updates to come as the case progresses. Stay tuned. Costco's response is due on 12/15/2025.

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Today marks one year since Costco and RXO's installations ruined my house and cost me my life savings. The situation is still unresolved.

To mark this milestone I have began to publish testimonials from others who have contacted me over the past year to share their similar situations. I have scheduled the rest of these testimonials to automatically publish every couple of weeks.

Regarding the lawsuit - RXO has until 12/10/2025 to respond to the lawsuit and Costco has until 12/15/2025. I will post their responses here for you to view.

Next week marks a year since our loss. Costco and RXO have gone out ofter way to make this as slow as possible.

Here are the recent updates:

After filing the lawsuit we ran into issue it serving both RXO and Costco. Their attorneys had a conversation with my attorney about the suit. I was not part of this conversation but apparently there was talk about them asking to transfer it to Federal court and countersuing me for defamation. Lots of talk to either slow down or discourage me from continuing to seek what I am owed. Slowing it down is the only play they have now, and they can countersue for defamation all day long because everything I have said is true.

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My attorney asked them to waive formal service of process - and crickets again. Something that is very common as a courtesy was not extended to us and they stopped responding to the attorney. It makes me chuckle at the lengths they go through to delay. I will post more in depth on all of their tactics and excuses so far in the near future.

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Anyhow, RXO has been served. Not sure about Costco yet. If they want to move it to federal court I'll post their motions on this website so you can read them. I'm going to post every single part of this lawsuit on this website for all to read.

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Finally - because the timeline was coming up, I did file a claim with my homeowners insurance as backup. I was really hoping not to have to do that as this will cause me problems for years to come, but it is a backup. I'm not currently seeking a payout for them and using it as a placeholder claim as I intend on getting this settled in the courts. Insurance may even pick up all or some of the legal costs in this case.

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At this point in my fight against Costco and RXO it clear that gloves have to come off to fight these behemoths. I still get messages all the time from others who have experienced something similar to me from both of these companies. Starting later this week I am going to be releasing those testimonials one at a time until the testimonial catalogue doubles everything else on this website. And to Costco and RXO - whom I know reads this from time to time - I keep the communications from these testimonials, so know your threats of countersuing for defamation don't phase me.

Today is 314 days since our loss. 313 Days since an RXO representative came to my house and acknowledged that the installation caused the damage. It's been about 10 months since RXO wrote us a check for just about 5% of our damages as a partial payment. It's been about 8 months since RXO/Costco made us an offer to accept a $500k personal loss to settle the damage that they caused. And they do nothing.

We have provided them with 4 months of unimpeded access to our house, receipts, professional estimates, and itemized damage reports. We have hired professionals to guide us along the way, to ensure that our home and belongings were salvaged where they could be and remediated otherwise. We have agreed to a mediation which went nowhere. Now we have incurred costs in filing a lawsuit against Costco / RXO to recoup our damages. They remain deafeningly silent.

Think long and hard before buying any appliance from Costco or any other retailer in which RXO is the installer. A quick online search returns results that RXO installs appliances for Costco, Walmart, LG amongst others. They sent an uninsured installer to my home who caused significant damage. I have exhausted just about every effort to recoup those fees while they stay unresponsive - even after accepting fault. Do not put yourself through this. Buy local, have it installed locally.

This website domain was renewed for 5 more years today. I look forward to continuing to hear from others who have experienced the same and publishing the information for all potential customers to see.

Lawsuit was filed today. I will be posting all updates as they happen.

Today, I filed a lawsuit regarding the damage caused to our home, and I will share a copy of it here once it has been processed.

Shortly after, I received a call from a local resident who described an almost identical experience. She purchased a washer and dryer from Costco, which RXO installed improperly. The appliance ran for days while she and her family were away, causing severe water damage to their home.

Brandon Jacobs from RXO—the same representative who visited our house and acknowledged responsibility—also went to her property and accepted responsibility there. Despite this, she was offered less than 20% of her claim’s value as a settlement. She was also told she could not begin repairs or she risked forfeiting compensation altogether.

This incident occurred back in July, and her family has been left waiting in unacceptable living conditions while RXO and Costco delay resolution. It’s deeply concerning that such situations are not being addressed quickly and fairly. Stories like hers highlight that this is not an isolated problem, and they deserve public attention.

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As of today, I have not received any communication from Costco or RXO since our mediation. Out of respect for the ongoing legal process, I am keeping my public comments measured until this matter is resolved in court.

That said, I continue to receive 3–7 emails a week from people across the country who describe experiences similar to mine. Although I cannot respond to each one individually, I read every message, and the consistency of these stories is striking.

Based on these accounts, there appears to be a pattern in how smaller claims are handled. Many customers report receiving settlement offers that cover only a fraction of their documented losses—sometimes just pennies on the dollar. Often, they are encouraged to file a homeowners insurance claim instead. The problem is that if you go through your insurance, Costco and RXO bear no financial responsibility. For claims of $5,000 or less, insurance companies often don’t pursue recovery from Costco or RXO, and when they do, results are limited. This leaves families paying deductibles and higher premiums for years, while the companies avoid meaningful costs.

It also appears that Costco and RXO self-insure smaller losses, rather than involving third-party insurers for claims under a certain threshold. This means they are not bound by the timelines and information-sharing requirements that apply to regulated insurance companies. Without outside oversight, claims can linger indefinitely, leaving customers in limbo. To clarify, I have been told by RXO that their deductible lis 1 million dollars, so anything less than that they adjust themselves.

The aggregate stories shared through this site point to a consistent strategy: minimize payouts, shift costs back onto the customer, and rely on the difficulty of pursuing legal remedies to discourage action. One reader recently shared that after presenting a $2,500 repair estimate, they were offered just $650 to settle. If they accepted, Costco and RXO would pay less than 30% of the actual cost. If they declined, the companies risked paying nothing, since homeowners insurance would then be the only other option.

For many customers, small claims court can be a practical tool to push for accountability. Each state has its own rules and limits (for example, Florida’s cap is $8,000), and the process is designed for individuals without attorneys. While I cannot provide legal advice, I encourage anyone facing this situation to research their state’s process and consider seeking professional guidance. In many cases, the expense of defending a small claims case may outweigh the cost of settling fairly.

In my own case, the damages far exceed small claims limits, so I have retained legal counsel. Our lawsuit is scheduled to be filed by September 1, and I will share updates as soon as filings are public.

Finally, I was notified today that RXO did not pay its share of the May mediation fee. Each party was responsible for $660. I paid my portion, as did Costco. RXO, however, did not. While disappointing, it further illustrates the challenges in resolving these issues cooperatively.

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I received another bill related to our family’s move out and return. This new invoice added $5,000 to the overall costs. I hope this will be the last unexpected expense, but at this point I cannot be certain.

To date, I have not received any follow-up or communication from either Costco or RXO. The silence is discouraging, especially as these mounting expenses directly impact our ability to recover and return to normal life. Families in situations like ours deserve timely acknowledgment and meaningful support, not prolonged delays.

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The recent news story has driven hundreds of thousands of visitors to this site in the past week, and it continues to be shared worldwide. A national media outlet has also expressed interest in conducting a deeper investigation into this case and others like it. This level of attention is encouraging because it highlights that what happened to my family is not an isolated incident.

I’ve now received messages from 31 individuals who have faced similar issues with Costco and RXO. Certain patterns are emerging. One is prolonged delays, leaving customers waiting until they feel pressured to accept a reduced settlement. Another is the use of uninsured or underinsured contractors by third parties—an arrangement that exposes customers to significant risk. These reports suggest the companies are aware of these practices but have not taken sufficient steps to prevent them, prioritizing savings over customer protection.

Today, I extended a final offer to Costco and RXO in an effort to resolve this before litigation moves forward. If a lawsuit is filed, I intend to pursue it fully and will share relevant filings so readers can see exactly how the process unfolds.

Please continue sharing your stories with me. I will begin publishing them soon, as collective experiences are powerful in demonstrating patterns that deserve public attention. Greater transparency and awareness are essential in holding corporations accountable and ensuring fair treatment for all customers.

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Today, News4Jax published a story about our case. I appreciate their attention to the challenges families face when major losses are not addressed responsibly. Another outlet has indicated that additional coverage may be coming in the next few weeks. You can find it here

I expect another story to be published in the next weeks. Filing a lawsuit still in motion.

This weekend, I had my first phone conversation with a visitor to the site. Until now, I’ve only connected with people through email, so it was impactful to hear her story directly. She described a situation strikingly similar to mine, involving some of the same representatives. According to her, Costco offered a low settlement and suggested she file a homeowners insurance claim rather than fully covering the damage.

Her account mirrors many of the other reports I’ve received from site visitors. To better capture these experiences, I’m updating the site so that anyone who has faced similar challenges with Costco or RXO can share their story publicly. By collecting and publishing these accounts, we can identify patterns in how claims are being handled and provide others with insight into what to expect.

Last week, I also consulted with the attorney preparing my lawsuit against Costco and RXO. The suit is now being drafted. Once it is filed with the court, I will publish a copy here so readers can follow the process from the very beginning—well before Costco and RXO are formally served.

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After reflecting on our recent mediation, it is clear to me that RXO has so many different representatives involved that no one person seems to fully understand the scope of our claim. The only feedback I received during mediation focused on items we weren’t even seeking reimbursement for, which shows just how fragmented their process has become.

While our lawsuit continues to move forward, I am also focused on ensuring the public fully understands how Costco and RXO handle claims like mine. These companies have enormous resources, but from my experience, they have not used them to fairly resolve the harm caused to families. Instead, my family has been left with mounting costs and no meaningful accountability.

Over the next few weeks, I’ll be investing in making this website more accessible to everyday consumers so that others can easily follow what’s happening. I will also be developing ways for people to share their own stories here, helping to build a clear picture of how claims are handled across different cases.

To broaden awareness, I’ve created a sister site — RXOWaterDamage.com — which will document RXO-related issues specifically. Together with this site, both will be updated with reliable, verified information. I also plan to raise visibility through signage, outreach, and media efforts, including the potential for billboard campaigns and published articles. These efforts aren’t about spite — they’re about transparency, accountability, and protecting future customers from going through what my family and others already have.

Recently, I learned that Costco and RXO’s prior settlement offer came with conditions requiring confidentiality and non-disparagement. Given the size of our losses and the strength of the evidence, I cannot in good conscience accept less than what is needed to make my family whole. I believe that companies should be willing to resolve legitimate claims openly and fairly, without silencing customers who are simply telling the truth.

This process has already gone on for far too long, and while I am not in a rush, I am committed to seeing it through until the end.

Mediation concluded today. While the details are confidential, I can share that no agreements were reached. As a result, the next step will be filing a lawsuit.

In court, Costco and RXO will likely depose every contractor who has worked on my home in an effort to challenge their findings. These contractors are independent, local business owners who stepped in to provide honest assessments and guidance when my family had no direction from Costco or RXO, and when we were personally covering every cost. The idea that their professional work may be questioned in order to avoid accountability is frustrating, but we are prepared to stand behind their expertise.

As this case moves forward, I plan to publish updates on filings, deposition transcripts, and outcomes here so that the public can see exactly how the process unfolds. My goal is full transparency. If these companies choose to spend large sums of money fighting rather than resolving the damage they caused, people deserve to know that.

One of the most disappointing aspects of mediation was the lack of substantive dialogue. At no point did anyone from Costco or RXO explain their position, nor did they ask to better understand ours. While the mediator was kind and professional, the session ultimately felt like it could have been accomplished with a short email.

A pre-suit mediation with Costco and RXO is scheduled for May 5, 2025. Following that session, I will share an update here on May 6. If a fair settlement is reached, I’ll summarize the outcome. If not, I will begin posting lawsuit filings as they are submitted to the court so the public can follow the process in real time.

To date, more than 140,000 people have visited this site. Each week, I continue to hear from others describing similar experiences with Costco and RXO. If you are in the middle of a claim or have dealt with unresolved damage, I encourage you to share your story. By publishing these accounts together, we can highlight the broader pattern of how these companies are handling claims and raise awareness for other consumers.

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I continue to receive messages from others who have faced similar situations after purchasing appliances through Costco and having RXO perform the installation. Just last night, I heard from another family who experienced significant water damage after a refrigerator installation. Unfortunately, stories like these have become common, and they reinforce the broader concerns many of us share.

As for my own case, there is still no progress. RXO made a low settlement offer, far below the documented cost of damages, and has not contributed any additional funds since. Despite having a fully adjusted claim, they continue to dispute the amounts and have taken no meaningful steps toward resolution. This matter could have been addressed quickly, but instead, it has dragged on while my family shoulders the financial burden.

Costco has argued that my dispute is with RXO, not with them. However, my installation contract is with Costco, not RXO, which is why Costco will ultimately be named in the lawsuit. I have set an April 11, 2025 deadline for resolution. Their attorney has suggested pre-suit mediation, and I am open to extending that deadline slightly to avoid unnecessary legal fees. If no resolution is reached, the lawsuit will proceed.

In the meantime, daily life has been difficult. We are eating meals on camping chairs around a plastic table, and most of our food comes from takeout since we have no functioning kitchen. These conditions highlight how damaging delays can be for families caught in this process.

For those considering doing business with Costco or RXO, I encourage you to research public records or county records to see how many lawsuits have been filed against them. What I’ve learned is that this isn’t an isolated situation — others are experiencing the same pattern of delayed, insufficient responses.

I look forward to pursuing this case in court, not only to achieve justice for my family but also to ensure that these issues are documented and visible for future customers. Until then, my family remains in challenging living conditions while Costco and RXO avoid taking responsibility for the damages their installation caused.

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Today, I received an offer from RXO in the amount of $213,960.11. While I appreciate that an offer was made, it represents only about half of what I’ve already spent out-of-pocket and roughly 30% of the fully adjusted claim. Unfortunately, this falls well short of what is needed to make my family whole.

As a result, we are preparing to move forward with a lawsuit against Costco, Costco Logistics (Innovel Solutions), RXO, and the installer, Deliver It Right LLC. Filing is expected next week. By delaying a fair resolution earlier in this process, the overall expenses continue to grow, and the companies involved will now face a more complex and costly legal case.

Separately, I recently learned that Jesus Cardenas, the EFI Global employee who tested my home, is no longer listed as active. Previously, he was presented as holding Certified Industrial Hygienist (CIH) credentials, which was not accurate. I’m glad I preserved screenshots documenting this, as accuracy and transparency in expert representation are essential when families’ health and safety are at stake.

I will continue to share updates as this case progresses.

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Today brought more frustration in this ongoing process. My public adjuster was informed that no additional payments should be expected until the matter is resolved, which directly conflicts with what a Costco vice president told me just last week.

Meanwhile, Sedgwick has only now begun asking questions about personal property and mitigation, despite having had more than ten weeks to conduct inspections. These delays slow everything down and add unnecessary hardship for my family, while benefiting RXO—the party responsible for paying the claim.

Sedgwick has also proposed depreciating nearly all of our damaged property. In practice, this means they would compensate us for far less than it actually costs to restore our home to its pre-loss condition, leaving us tens of thousands of dollars short. Based on the legal advice I’ve received, depreciation rules in this context do not apply the way they are being presented. Yet the strategy persists, forcing families like mine to either accept a reduced payout or move toward litigation.

From my perspective, it appears that Costco has entrusted RXO to manage the claim, and RXO in turn relies on Sedgwick. The result is a process where communication breaks down and the customer bears the burden. I find it difficult to believe that Costco would want one of its members forced to cover $30,000–$100,000 of loss out of pocket due to contractor negligence. Yet without intervention, that is where this path leads.

For those unfamiliar, Sedgwick is an adjusting company typically hired by the paying party—in this case, RXO, which is self-insuring. They do not represent the interests of the injured party. Their role is to minimize payouts for their client, and one of the most common tactics is delay. This choice by RXO speaks volumes about their priorities.

One issue in particular has raised serious concerns. Earlier in the process, I hired an independent Industrial Hygienist to assess the damage, design a remediation protocol, and guide the cleanup. After the remediation was completed, Sedgwick sent EFI Global—its own subsidiary—to perform testing. Not only was the individual sent underqualified for the role, but testing was conducted after cleaning, which undermines accuracy. These results are now being used to justify denying large portions of my claim.

The companies involved have one week to resolve this before the matter moves into the legal realm. At that point, I will also add costs for missed work, legal fees, travel, consultations, and any other compensable expenses. My family has carried this burden long enough. It’s time for accountability, fairness, and an end to these unnecessary delays.

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Last Friday, we submitted our final totals, including bids, estimates, and receipts. At this stage, the next step is entirely in the hands of Costco and RXO. They have had more than two months to review the case and prepare for resolution, so there is no reason this cannot be settled promptly.

My family is ready to move forward. The companies involved have the ability to bring this to a close this week if they choose to act responsibly. While I have been advised to initiate a lawsuit to force the matter onto the record, I am holding off until at least next week to allow them one more opportunity to resolve this cooperatively.

As an encouraging note, I spoke with a Costco vice president today, who confirmed that RXO should be issuing a secondary payment. I will share updates here once that occurs.

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Last Friday, I received a call from Tony Datillo at Costco, followed by a check from RXO for a little over $38,000. While I appreciate the gesture, it barely makes a dent compared to the $178,000 I have already paid out of pocket just to keep this project moving forward.

Phase 2 of mitigation concluded today, costing another $70,000 in addition to the $10,000 spent during Phase 1. Air-quality testing is scheduled for tomorrow to confirm the house is safe to re-enter. Work is set to resume on Monday, with the goal of moving back in within the next month. However, my family will still be without a functioning kitchen and sinks for at least two months, leaving us reliant on takeout and dining out — an inconvenience that adds up quickly.

In the next two weeks, I expect to spend another $120,000 to continue progress and make our home livable again. While I am fortunate enough to cover these costs temporarily, many families would not be in the same position. In those circumstances, customers may feel forced to accept far less than what is fair, simply to access enough funds to survive.

This experience highlights the urgent need for Costco and RXO to review their policies so that their members are not left to carry enormous out-of-pocket costs for damages caused during contracted installations. Customers should not have to choose between financial strain and accepting an inadequate settlement.

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At this stage, there is still no meaningful movement toward resolution from Costco or RXO. In the meantime, I spent nearly ten hours this weekend meeting with contractors, gathering estimates, and finalizing numbers for cabinetry. The process is exhausting, but necessary to keep the project on track.

This week, I made a $17,440 payment to a flooring contractor as a deposit to secure materials and installation. Flooring and backsplashes together are expected to cost more than $40,000. I am also preparing to write a check of roughly $50,000 to get cabinetry ordered. My hope is that by mid-April, the flooring, cabinets, and countertops will finally be installed.

The financial strain of advancing such large sums—while waiting for reimbursement from those responsible—highlights the difficult position families are placed in when claims are delayed. These are not optional expenses; they are essential steps in making our home livable again.

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Demolition is nearly finished, and I expect today will be the final day of that stage. Remediation should take about two weeks, after which we can finally begin the rebuilding process.

I spoke recently with the Vice President of Costco Logistics, who shared that the company is working to prevent situations like mine from happening in the future. He also indicated that reimbursement should begin soon, and I’ve been told that some money may already be on its way to help with expenses.

In the meantime, the costs continue. Today, I paid $17,500 for flooring and a deposit for installation. Quotes for the kitchen and other reinstallation work are also coming in, and the totals are substantial. It’s a heavy financial lift, but necessary to move our home toward recovery.

I’ll continue to share updates as each phase progresses.

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Since December 18, 2024, I have not received any communication from Costco, RXO, or Sedgwick. My public adjuster and I are gathering information in preparation for sending a formal demand letter.

Phase 2 of demolition began this week. Most of the cabinets have been removed, and flooring removal is scheduled for next week. Significant mold was found on the cabinets, and additional mold is expected behind the drywall once it is taken down.

The process has been time-consuming. This week alone, I spent about 25 hours meeting with contractors and gathering quotes for repairs to walls, trim, paint, tile, cabinets, and more. My wife and I also spent about 15 hours reviewing photos and videos to catalog the personal property damaged during the incident.

To date, I have spent over $41,000 out of pocket. Movers came this week to take additional large items, which will add another $5,000 to the total. The remediation team currently has seven workers on site five days a week, and their bill is expected to exceed $50,000. Flooring has been reordered ($9,000) and I’ve paid a $12,000 deposit toward tile installation. Drywall and tile work are scheduled for early February. Kitchen cabinets, which will take 8–12 weeks to arrive, will add another layer of cost and delay.

Here lies a frustrating irony: I have purchased cabinets from Costco twice before and had good experiences. Now, however, I am facing a cabinet bill that will likely exceed $75,000, plus another $20,000 to replace personal property — all paid to Costco — while not yet having received meaningful reimbursement for damages caused during their installation process.

Altogether, I expect to be out of pocket around $160,000 within the next three weeks. I will continue to provide updates as this situation develops. Photos have also been updated.

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It has now been two weeks since I last heard anything from Costco, RXO, or Sedgwick regarding this claim. Despite assurances, I have not received the contractor’s report, which was promised more than ten days ago.

In the meantime, I’ve continued paying for consultations and working to line up contractors so that repairs can move forward quickly and reduce the amount of time my family is displaced. To help manage the process, I have hired a public adjuster so that I can focus on coordinating the rebuild itself.

Unfortunately, the lack of communication makes it clear that there is little urgency on the companies’ part, even as my family remains without a functioning home. To date, I have spent $36,234 out of pocket. Over the next three weeks, I expect to spend another $120,000 to complete remediation, move additional belongings, and purchase flooring and cabinetry—followed by installation costs.

Right now, it feels as though the entire financial burden rests on me, and I fear that others in similar situations may find themselves in the same position. Customers should not be left to cover such expenses when damages are caused during contracted installations.

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Today raised serious concerns about the handling of my claim. An individual presented as an Industrial Hygienist visited my home 16 days after the loss occurred—well after remediation had already begun and areas had been cleaned. Sampling cleaned surfaces at that stage provides little value, which left me questioning the purpose of the inspection.

Following the visit, I received an email from the adjuster, Jake, stating that the hygienist considered the loss to be a Category 1 pending further testing, and that “your home is inhabitable at this point.” This directly contradicted the assessment from the Certified Industrial Hygienist (CIH) I hired, who classified the loss as Category 3 and deemed the home uninhabitable during remediation. This was my first red flag.

After further research, I discovered that the individual sent by Sedgwick was not, in fact, a licensed Industrial Hygienist. Florida statutes make clear that representing oneself as such without the appropriate credentials constitutes a deceptive and unfair trade practice. In contrast, my CIH holds the proper licensure and provided a detailed report.

To be clear, I cannot say whether Sedgwick or the adjuster knowingly misrepresented this person’s credentials, or whether they themselves were misled. However, as licensed professionals operating in this state, they had a duty to verify the qualifications of the individuals they send to assess claims. Instead, they introduced findings from someone without the proper credentials to contradict a licensed expert. Whether intentional or accidental, this is unacceptable.

I have filed a complaint with the Florida Department of Business and Professional Regulation and will also be contacting the Department of Financial Services. Families should not be placed at risk by flawed inspections or misrepresentation of expertise. The adjuster’s willingness to declare my home habitable based on a phone conversation with an unlicensed individual—while disregarding the findings of a certified professional—is deeply concerning.

My family’s safety should not be compromised in an effort to minimize claim costs. I expected more accountability from companies of this size.

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After not hearing back from the hygienist, I reached out directly. He explained that he had not been provided with my contact information, which is why he hadn’t reached out earlier. We are now scheduled for an inspection tomorrow, December 18, 2024, at 9:00 a.m.

I conversed with Sedgwick's people today about any opposition to expenses on 6 items. I got no answer on 4, and was told that they would be sending out their own industrial hygienist for a second opinion for 2 of the other items. I was also told to stop work on everything until this hygienist comes out and we can all agree on a scope of work. Was told they would give the hygienist my number so that we could arrange for him to come out asap.  

They are doing their due diligence and I will be patient for that.

To date, I have paid $27,694.25 out of pocket for cleaning, mitigation, moving, storage, and alternative living expenses. Phase 2 of mitigation is expected to cost more than $50,000. Still ahead are tasks such as removing the remaining furniture, relocating and assessing our piano for storage and potential damage, demolishing the kitchen, removing flooring, and ultimately beginning the rebuild.

Based on contractor estimates for rebuilding, combined with mitigation and relocation expenses, I now believe total costs will exceed my original projections. Adding to this burden is the $471 per day we are paying for temporary housing through Airbnb.

This site has now had 12,492 visitors in just 11 days. I’ve received five direct messages through the contact form — four from individuals dealing with similar experiences related to Costco appliance installations, and one from someone critical of my documentation. Regardless, I am struck by the amount of traffic this blog has generated in such a short time, which shows how much interest and concern exists around these issues.

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Today, Jake, an adjuster from Sedgwick, visited my home. He was professional and courteous, and I expect to learn more about his assessment in the coming weeks.

As expected, some of my property is being depreciated in value for the purposes of the claim. For example, my cabinets and tile flooring — both less than 10 years old, in excellent condition, and still in style — are being valued below the cost of replacing them with new materials. To illustrate: if replacing the cabinets costs $100,000, depreciation may reduce their value by $15,000, meaning I would only be reimbursed $85,000. The remaining $15,000 would come directly out of my pocket just to restore the kitchen to the condition it was in before the loss.

This is a common issue with third-party claims. With my homeowners insurance, I pay extra for replacement cost value (RCV), which reimburses the full cost of replacement rather than applying depreciation. Depending on how this claim progresses, I may ultimately need to use my homeowners policy and allow the insurance company to pursue recovery from RXO and Costco through subrogation.

For now, I will continue monitoring how this process unfolds.

Today I received a call from Brandon at RXO to check on the status of our situation. Later, I also received an email from Paul at RXO confirming that they are working on covering our Alternative Living Expenses (ALE).

This was encouraging news, especially since I had not yet submitted a request for ALE. It’s a positive step, and I will share more details as I learn how this support will be implemented.

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I received a call from a local adjuster today who scheduled an on-site visit for December 12. I’ll provide updates once the inspection takes place.

Today I received a call from a claims examiner with Sedgwick, who is representing RXO. During the call, I learned that Costco contracts RXO to perform installations, and RXO in turn hires local subcontractors. Unfortunately, the subcontractor who worked on my home was uninsured — meaning RXO and Costco are ultimately responsible for the damages.

This raises serious concerns for consumers. When scheduling an installation through Costco.com, most people reasonably assume that the contractors entering their homes are insured and vetted. Learning that uninsured subcontractors may be used highlights a troubling gap in oversight that puts families at risk.

The claims examiner also shared that an independent adjuster (IA) will be sent to inspect my home. I look forward to that step and will update once the inspection has taken place.

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I stopped by the house today to see the progress. At this stage, the drywall, carpets, and hardwood flooring have all been removed. Mitigation is being divided into two stages, and we are now nearing the end of stage one. Once we receive input from the adjuster, we’ll move into stage two, which includes removing cabinetry in the kitchen, laundry room, living room, bathrooms, as well as tile flooring.

Although the process is overwhelming, my family feels a bit more at peace today as we begin to see forward movement.

On another note, this blog has now been visited 2,440 times — far more than I expected in such a short period. The response reminds me that we are not alone, and that many people are paying attention to how this unfolds.

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At this point, I have not received any updates or communication from Costco, RXO, or their representatives. The continued silence is discouraging and prolongs the hardship my family is facing. Timely communication is critical in situations like this, and the lack of response only adds to the difficulty of moving forward..

Today I was reminded again how difficult it is to secure accommodations in our area. To keep our children in the same school district and find a rental that will accept our pets, the only available option will cost $487 per night with fees. Our community has very limited rental housing and no nearby hotels, so choices are extremely restricted. While I am grateful that at least one option exists, the cost is staggering.

Unfortunately, these expenses must come out of my pocket until insurance reimbursement is approved. In a previous claim with my own homeowners insurance, I paid $36,000 in Alternative Living Expenses before receiving any reimbursement. This current claim is expected to require an even longer stay, which makes the financial strain much heavier.

We’ve also had to cancel a prepaid family vacation this weekend in order to focus on navigating the housing and mitigation process.

On the claims side, I received a call from Aaron at Gallagher-Basset, who said RXO was gathering claim information for him, but I have not received further updates. Mitigation work continues in the meantime.

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Today was another difficult milestone, as portions of our home were quarantined and many of our belongings were packed up to be moved into warehouse storage. Additional demolition work was carried out to reveal the extent of the damage, and while overwhelming, the day also gave us a chance to pause and process everything that has happened.

I had hoped to hear from Costco today, but no direct communication came through. I did receive a message from CEO Ron Vachris, who assured me that his team was monitoring the situation closely. While I appreciate the outreach, my concern is that the focus may be more on managing the third-party insurance process than on ensuring that my family is made whole quickly and fairly.

Given the time and effort this claim is already requiring, I am seriously considering hiring a Public Adjuster. Initially, I thought that since I hired Costco directly for the installation, they would handle the claim swiftly and with minimal burden. However, research suggests this will be a long, drawn-out process — one that I will have to fund myself until resolution. A Public Adjuster could take much of that burden off my shoulders, though at a significant cost in fees. While it’s unlikely that Costco would cover those costs, my time and peace of mind also carry value. This may be the best step forward.

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Today was an eventful and emotionally draining day. The mitigation team returned to continue their work, and early in the morning, I received a call in response to the email I sent to Costco’s CEO. Someone came out to view the damage and agreed that responsibility would need to be taken. Initially, he was skeptical of my estimate of $200,000 in damages, but after seeing the extent of the destruction, he acknowledged that the number was in the right range.

Later, I learned that this individual actually worked for RXO — the logistics company that Costco contracts with for installations — not for Costco directly. While his visit was helpful, it was disheartening that no one from Costco itself came to the home, even as a goodwill gesture given the seriousness of the situation.

An environmental group also visited and confirmed mold growth and contamination, classifying the water as unsafe. They developed a remediation protocol that must be followed before the home can be considered habitable. Meanwhile, contractors worked throughout the day to salvage what they could.

I also received a call from Aaron at Gallagher-Bassett, the firm Costco uses for claims management. He described himself as an adjuster, though not one who makes final decisions, and said his role was to help ensure I received answers if RXO did not provide them. He followed up by email identifying himself as a Resolution Manager and noted that Costco is self-insured. At first, I found this reassuring — I believed it meant Costco would stand behind their customer service reputation and resolve the matter fairly and quickly.

Unfortunately, that optimism was short-lived. Paul from RXO soon emailed me, copying the subcontractor they had hired for the installation, and indicated that I would need to work with the subcontractor’s insurance carrier to resolve the claim. This shift raised serious concerns: instead of Costco addressing the damages directly, responsibility was being pushed down to a subcontractor’s insurer — which may not have the resources or motivation to resolve such a large and complex claim in a timely manner.

By the end of the day, despite progress on mitigation, I felt more discouraged. What started with hope of accountability now feels like the beginning of a long, difficult process.

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Today marked the beginning of an unexpected and devastating journey. Two weeks ago, I purchased a refrigerator online from Costco and scheduled delivery and installation for today. The installers completed the setup and left, and shortly after, I headed to work.

Later that afternoon, my daughter returned from school and called me in a panic: water was flooding the house. My wife and I rushed home to find 1.5 to 2 inches of water covering the floors. The scene was overwhelming — my wife was in tears, and I could hardly believe what I was seeing.

We immediately called in professional help and started removing water ourselves while waiting for them to arrive. Within a couple of hours, a mitigation team was on-site assessing the damage and beginning the cleanup process.

I quickly filed a claim with Costco. As an extra step, I sent an email directly to Costco’s CEO. To my surprise, he responded within an hour and copied several executives on the message. That response gave me hope that this situation would be addressed promptly and fairly.

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