Complaints

• Initial Complaint

  03/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  ServPro of Winter Park (ServPro of University, ** ******* ** *** *** ****** ***** ** ***** ** ************ ****************************) came to do a flood mitigation. They gave me a couple of estimates for the various services they would be doing. After the flood, I also contacted my insurance company. My insurance worked with Servpro to work out the payments. Months after I thought all was taken care of, Servpro sent me demand for additional payments, saying that the insurance did not pay enough, and want me to pay the balance due. They emailed "payment due" letters for two accounts. (Invoice **** and Invoice ****) I spoke with my insurance co. again, and they said they would work with Servpro to resolve the issue. Months later I get the same emails as before demanding I pay the balance on each account. I replied asking them to show me the original invoices, and how much (that insurance) had paid toward each. With no response, I again get email demands for payments toward these accounts. The latest they sent is a FINAL NOTICE. Servpro appears to be demanding payments, but after several attempts to get more information about the charges and payments, they ignore my requests, and simply send me more demands for payment.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/1/2022 Serv Pro came to perform an estimate for flood damage at the above mentioned property. Serv Pro had me sign an authorization to perform services and direction of payment without any pricing discussed, and no estimate given. Serv Pro had me sign an incomplete "Customer Reviewed Information Form" (uploaded) but I did not sign the Authorization to ******* Services and Direction of Payment. I was absolutely shocked when they handed me a $75,000 bill then with another $10,000 supplemental bill; I tried negotiating with them to any reasonable degree but my attempts have been futile.I would like assistance with this, if possible, because I believe it is bad business to surprise anyone like that.I have uploaded all documentation that I have received from Serv Pro of Winter Park; I hope it can be agreed that this is not common or decent business practice.Thank you for your time I have also attached a screen shot of their website and would like them to change what is advertised The advertised phrase is as follows ..." This is why our entire staff from the office manager to your actual on-site technician are trained to provide you with honest information and a courteous attitude from start to finish. In an industry where so much misinformation and additional stress are a regularity, SERVPRO of Winter Park prides itself on being a difference maker when it comes to professional restoration services."Honest information was never provided. No information was provided.

  Business response

  01/18/2023

  Prior to visiting the site on 10/1/2022, Construction Manager ***** performed an inspection on 9/30/2022. At this time, the customer signed an Authorization for a "$10k deposit, balance to be finalized with a full mitigation estimate." The deposit balance of $10k was paid via QuickBooks Online (There is no supplemental bill as stated in the complaint). There was a miscommunication on 10/01/2022 during our service visit and the customer signed another Authorization that did not have a dollar amount (The team on-site was unaware an Authorization was already signed at this point). All of the customers we took on following Hurricane ******, including **************, were informed that they would be treated as Self-Pay upfront. We were later contacted by his insurance who asked we provide them with docs, to which we complied. On 11/28/2022, we received email correspondence from his insurance making us aware they had issued payment to the policyholder. Since then we have contacted ************** and ********************* via phone, emails, and Quickbooks Online correspondence, to no avail. We are also owed for the roof tarp that was placed on-site. In response to the messaging on our website, we do not agree that the messaging is false advertising and see no reason to remove it. We understand the process has been stressful for Mr. ****** and truly hope that we can agree on a reasonable solution to this dispute.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The business started that they would come to assess the area for bio hazard and provide an estimate. I never received an estimate. And they started work. The employee waved tablet in front of me..and requested my signature. I asked where the estimate was and advised it won't be much. I was distraught after discovering my husband dead in our apartment 2 days previously. The next day I received a bill in my email for $6500 requesting payment. The fact that I didnt receive any estimate is unacceptable. This adds insult to injury meaning.. they saw me coming.. and prey on people to bully them to pay a huge amount for a smaller job vs blowing it out of porportion. I received yesterday a late fee of 10% making the total $7,125.00. What this company has done has added insult to injury and therefore the amount they are demanding will not be paid. I need assistance in resolving this issue asap. Thank you Cherie *****

  Business response

  03/14/2022

  Consumer Response /* (2000, 10, 2022/03/14) */ We have resolved Case XXXXXXXX amicably. How do I delete this complaint? Sent from Cherie S.

*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. ↩