What started as a routine fridge delivery turned into a homeowner’s worst nightmare. A Florida family says their house was flooded after a Costco-hired team improperly installed a new KitchenAid refrigerator — and now they are dealing with over $700,000 in damage. The homeowner, Bradley Byrd, says his life has been turned upside down, and the response from Costco has been far from enough.
How did the flooding happen during a fridge installation?
Bradley Byrd purchased a new KitchenAid refrigerator from Costco in late November 2024. It was delivered and installed on December 2 by third-party contractors from RXO, a company hired by Costco. Byrd was home during the installation, but left for work shortly after.
He says the disaster unfolded just hours later when his daughter FaceTimed him in a panic.
“She FaceTimes me and says, ‘Dad, the house is underwater,’” Byrd told News4Jax.
According to Byrd, the installers made a critical mistake -they failed to coil and tape the extra water line behind the fridge. Instead, the line was left under the refrigerator. The wheels of the appliance crushed the line, causing it to crack. Water slowly leaked out, eventually flooding the home.
What damage did the flooding cause?
By the time professionals arrived to remove the water, the damage was already extensive. Byrd says there were 1.5 to 2 inches of water covering large parts of the house.
The leak ruined:
- Floors and carpets
- Furniture and electronics
- Musical instruments
- Structural parts of the home
The moisture also created mold, which made the home unsafe. The family had to move out just days before Christmas.
“We got the tree up, Christmas presents wrapped. Everything was great. And then all of a sudden, a couple of days later, we had to leave,” Byrd said.
What is the estimated cost of the damage?
Byrd set up a website — Costcowaterdamage.com — to document the ordeal and track every expense.
Here is a breakdown of what the family says they have spent so far:
- Approximate damage to house: $360,000
- Personal property damage: $76,000
- Alternative housing and living expenses: $78,000
- Mitigation, moving, and storage: $117,000
- Legal and professional services: $72,000
In total, a loss adjuster estimated the damage at $703,355.88.
Has Costco responded to the claim?
Byrd says he filed a formal claim with Costco. Out of desperation, he even emailed Costco CEO Ron Vachris — and surprisingly, he got a quick response.
Vachris said his team would monitor the situation, but Byrd says contact from Costco and RXO quickly died down. The companies have since offered a combined $175,000, which is well below what Byrd says the damage actually costs.
To make matters worse, Byrd claims he has already spent over $300,000 out of pocket, and that Costco’s only direct financial relief so far has been a $38,000 payment to help with temporary relocation.
What is the family planning to do next?
Byrd says his family has not agreed to a full settlement. Instead, they are preparing to sue both Costco and RXO. He has continued documenting every development and expense on his website.
He also used his own money to rent billboards in Jacksonville and Ballantyne, North Carolina, calling out both companies publicly. Byrd says the damage has caused serious personal stress — nearly 20 days missed from work, 91 days without a kitchen, and 87 days displaced from their home.
“They drop the ball and are hoping that I foot the bill with my life savings for their bottom line,” Byrd said.
Sitting on a foldable plastic table in what he now describes as an “unfinished home,” Byrd points to his setup and jokes:
“This furniture is courtesy of that refrigerator.”
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