Complaints

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ServPro of Palo Alto was recommended by our insurance company for water damage to our floor. Problems arose during the repair phase. We were looking for contractors on our own and were then approached by **** from ServPro. He explained that insurance work was different and that you need to hire specific people. I have since learned this is not true. **** helped point us in the direction to pick out materials and tile flooring was installed in our home from ~August 2023-October 2023. Right after moving in, we discovered things like our appliances werent properly connected and after turning on the kitchen water, the refrigerator started leaking all over the new floor. ServPro had to come out again and place dehumidifiers around the kitchen. However, the real problem is that cracked tiles were installed by ServPros tile contractor and additionally a large portion of the tile in our living room creaks. ServPro came out several times to look at the issue, acknowledging that the creaking noise is not normal. They promised to replace the cracked tile. With each attempt to replace the cracked tiles that were installed a new issue was introduced - tiles uneven, wrong grout color used, more tiles chipped in the replacement process. They still havent even began to address the creaking tile in the living room. At this point, ServPro has ceased responding to my messages. I was assured by the manager, ******, in March that our issue would be resolved with priority and we still have cracked tiles that were originally installed that were not repaired or replaced, uneven tiles in the middle of our kitchen and creaking tiles in a large portion of the living room. ServPro told us there would be a manager supervising all of the tile repair work. This also never happened. We have been going back and forth with ServPro for 10+ months and no resolution or compensation in sight. We would like a refund so we can address the tile issues with a competent contractor.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi, This is a synopsis of the situation. Dec 2023 Contract signed. Work began 1/23 Sent 230 pictures of work history and have all texts and emails. I posted a similar note to the information below as a review online. Servpro called and offered to pay me an unspecificed amount of money to take it down. That was June 19th. I agreed to adjust but not remove. No response. Their lockbox is still on the home. - Recommended company by Safeco and Liberty, which is why I used them. -6 months and $47,000 to complete plaster for roughly 1 room that had some water damage (no mold) from a leak, replacing flooring in three small rooms, new carpet in three small rooms and on stairs, and interior painting. Less than 1100 SF. -Started work in Jan 2024 and finished in June 2023. -Workers show up unannounced and at very embarrassing times. The Project Manager says work is complete when it's not. They wouldn't show up for weeks at a time. -The cuts to install the flooring are SO bad. Installed the flooring from the center out with large gaps, rough cuts. -They put on quarter rounds to cover gaps (without asking) around the trim that don't match the floor and left sharp unfinished edges. -The painters painted the windows shut. Took 3+ weeks to correct. -They said a lack of trucks were causingdelay. I live around the corner from where they store their trucks and I counted at least six trucks sitting there for months. -When I asked them to make this right they said they "comped" a portion of the work (3500). They said this was already done prior to my complaint, but there's no documentation/communication proving that. I've asked for it. I have verbal confirmation from the ***************** and Servpro that they would work together. They have not notified me that they've worked things out to finish the claim. Servpro puts a 1.5% interest fee on their contracts, so I feel like they're waiting so they can charge me more.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 17, 2022 I called ServPro to have a inspection completed on some existing mold damage in a detached in-law unit at my residence, located at ***********************************************************. When I called and spoke with a representative and asked if the inspection was free prior to scheduling the inspection, as I had several inspections scheduled with other establishments, and the representative advised me it is a free inspection. There was no indication or invoice provided when the inspector arrived which indicated that the inspection was going to cost any money. I never signed nor agreed to a paid inspection. Several months after the on February 10, 2023, I received an email indicating I owed the business $199.99 for the inspection. I called ServPro and advised them I was told the inspection is going to be free, and the representative acknowledged and said they would contact me again, which I never received a call back from. Since I did not receive a call back, I thought the issue was resolved, but on January 5, **** I received another email advising I still owed the money. I called them back and was transferred to the office manager and they threatened to send this to collections if I did not pay. I told her I was told from one of their employee's that the inspection was free. She advised me that nobody at their office would tell me the inspection would be free. I advised I already had several free inspection and had I known the inspection was going to cost any money I would not have scheduled the inspection. She continued to say that nobody would tell me this, essentially calling me a liar and threatened me with collection action against me if I failed to pay. This practice is highly unethical and should be investigated further.

  Business response

  02/27/2024

  We talked 1/5 he said that he was told there would be a free estimate threatened to take the invoice of $199 to court, I said I needed to get approval for the charges to be removed and then it was zeroed out 1/10.
  
  -within our conversation I did say we do not do free estimates there is the time of the techs to do the inspection and the hour of time for the project manager to put together an estimate. I also reviewed the m8 notes and there was no note about a free estimate just the note from the ** to bill for the inspection. He said he would go to court for $199 and I said why would anyone want to go to court for 200$.
  
  He did continue with how he had gotten other free estimates from other companies so why would he keep our appointment if it was not going to be free. I understood and again said we do not so free estimates. Ended the conversation explaining I would talk to my manager and see if we can wave the inspection invoice due to the miscommunication and we ended the call.
  
  1/10 it was zeroed out and he was sent the invoice for 0$ to show that it was closed out. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩