Complaints

• Initial Complaint

  08/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Servpro West Pasco (from bill). I used this company in *****, ** December 2022 & paid them $500 over the phone and was told due to the size of job that would cover it. I may get a refund as well because it was about a two hour job & may not even be that much. After tipping the technician that cleaned the house and her verbalizing that nothing else is due, now months later I get a 'surprise' invoice along with email threats to pay an additional $****+ dollars. Not only that, they're adding interest. I know NOTHING about this additional charge, I was told it was paid in full (and even tipped the technician), then this company started sending harassing emails MONTHS LATER from the company about owing more money that I know NOTHING about AFTER the technician on site said I was paid in full. I asked the company for my signature on the document that acknowledges that I understood that there was another ****+ dollars due and they never provided it.After threatening emails from the company to legally come after me, they then now have a third-party collection company threatening to further do damage to my personal credit. This company believes a work order is an open checkbook from wherever they show up to (after collecting money upfront for the job) & confirming post job that it's paid in full - then lets randomly send a 2nd bill customer is unaware of and did not sign to.They try to intimidate through emails and through collection agencies MONTHS LATER, with the whole bases being a complete scam. They will NOT provide any documentation of your signature on any work orders. And they add interest to an 'invisible' secondary invoice made up months later, after a job is completed after they've acknowledged it paid in full. Servpro is now harassing me. They are threatening to use my personal information somehow on my credit bureau, which is ludicrous, which is a security/privacy violation on top of.

  Business response

  08/29/2023

  
  ************************* called into our office needing biohazard cleaning done from an attempted suicide on the property on December 23rd, 2022. When she initially called in, our Administrative Assistant explained the entire process and how it reflects in our charges. I have supplied a screenshot with a dated timestamp from our software showing the notes that were initially put into the file from our EMS coordinator. Her exact note reads " Explained $225 per person per hour, $200 per bio box disposal fee.  Gave a rough starting price range of $2,000 - $3,000, but not guarantee without seeing it.  Told he we would call first thing in AM to schedule and go over details". The client let us know that she would initially not be on site as she would be at the hospital so she would be unable to sign the initial Service Authorization but agreed to pay the deposit. She paid the initial $500 deposit, which I also supplied in the documents. The notes from our Administrative Assistant and the invoice itself clearly states DEPOSIT. We sent ************** to the property to begin the clean-up. She was onsite for a few hours, packaged two boxes worth of material for hazardous waste disposal and proceeded to clean and disinfect the remaining area. The client's sister arrived onsite on behalf of the client before the technician left and stated that she was satisfied with the work. With the holidays and the situation that we were hired for, I gave the client a few days before contacting her for the remaining balance.  Her invoice was sent via email ************************* and to the address listed in the file. We then attempted to call the client and email multiple times, leaving voicemails asking for payment each time. The client was made aware that if the invoice was not paid that she would be sent to collections. Everything in our system is time stamped and dated and we are happy to supply whatever receipts are needed to prove that we completed the specialty service to the customers' satisfaction, and we would like payment for our services rendered.

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