Complaints

• Initial Complaint

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our condo completed flooded due to a leak on 3/27/22 in the unit above ours. Servpro was called for mitigation and restoration/reconstruction. We were initially told our cabinets and whole unit was at a total loss. That our cabinets had expanded and the walls were saturated so the cabinets needed taken out for the dry wall to be inspected. We raised a concern for mold growth as I'm asthmatic. The project manager Anthony said we could take off the toe kicks to check for mold, but also mentioned removing the cabinets to inspect dry wall. In the meantime, drying equipment was taken out as everything had dried out which at that point should have been communicated the cabinets were fine so no indication to inspect behind them. HOA insurance covered the cost to take out the cabinets per Servpro's recommendation when it was unnecessary. Our issue is when Servpro came in to give quote, he shared they never should have taken our the cabinets because they were completely fine. We would have known that if they would have shared it. No expansion or loss of cabinets, which contradicted the initial conversations. We were mislead and lied to because particle board doesn't expand and miraculously retract. Nothing was wrong with them which gave no indication for removal. As stated above, the e could have removed the toe kicks to check for mold if necessary. Even with discussion they feel I should be charged 6809.24 to reinstall the old cabinets, granite, and appliances. That is absurd and they're not willing to right their wrong, instead, they've dropped me as a client leaving my unit in disarray. They're use to charging astronomical rates expecting insurance to cover it, but I'm coming out of pocket for everything. I've having to be an advocate for myself and fight for what is right. I do not feel responsible for something they dropped the ball on. Neither Talena ********* Anthony, nor Keith the contractor will discuss further as they're in the wrong.

  

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/06/17) */ SERVPRO of Bay County responded to XXXXX Front Beach Road on Sunday, March 27th at approximately 1:15 PM after a fire suppression system discharge in unit **** caused water damage to multiple units. We were contracted separately by the homeowner's association and individual unit owners, including Jessica ******, the owner of unit ***** for water damage mitigation service. Unit **** underwent water extraction, had drying equipment placed, and had initial moisture readings taken on the first day. Over the following days, drying equipment was monitored, daily atmospheric and moisture content readings taken, and the determination was made in accordance with IICRC standards that demolition needed to be completed on affected flooring and drywall. Per Florida Statute 718.111, the drywall of each individual condominium unit is owned by the homeowner's association, while any materials forward from the drywall, including texture and cabinetry, are owned by the individual unit owner. As such, communication was made between the homeowner's association representatives, SERVPRO of Bay County, and Ms. ****** concerning drywall behind the cabinetry possibly being wet. The owner of a different unit at this property, who SERVPRO of Bay County was not doing any work for, convinced Ms. ****** that microbial growth could be a potential issue as well. Ms. ****** was very concerned about this due to her existing health conditions. The moisture that had entered the unit presented the possibility for microbial growth, so at Ms. ******'s insistence to inspect, the homeowner's association was contacted about paying for the cabinet removal in unit ***** which the HOA's insurance subsequently agreed to pay for. It was made clear at this point that while the HOA would cover detaching of the cabinets the homeowner would be responsible for the cost of reattaching the cabinetry. Inspection behind the cabinetry after removal determined that there was no microbial growth present, and the moisture content of the materials was within dry standard. During completion of the mitigation contract, SERVPRO of Bay County's Reconstruction Division contacted Ms. ****** to provide an estimate for reconstruction services. A property inspection was completed by one of our Reconstruction Managers, and an estimate for service generated in accordance with industry standards. After much communication, an acceptable agreement between all parties could not be reached. At this point, SERVPRO of Bay County elected to decline to contract with Ms. ****** for reconstruction services on unit ***** however we have continued to provide Ms. ****** with contact information for other vendors in the area. We have also honored our previous commitment to ensure that her flooring, which was delivered to our warehouse, was taken to her property at no charge. Consumer Response /* (3000, 7, 2022/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) As stated in my initial complaint, there was only concern for mold growth and my asthma due to conversations that the walls were saturated and the cabinets were a complete loss from the water. Anthony said we could have removed the toe kicks to test for that, which would have been considerably cheaper, but this isn't the avenue that was taken. He also acknowledged we spoke about this on the phone before he was conveniently taken off communication with this issue. There was no communication that the walls and cabinets had met dry standards, nor was any conversation that the cabinets were completely fine. If so, as I mentioned before, there would have been no indication for removal as I was aware the owner was responsible for putting cabinets back up. New/rebuilt cabinets as I was led to believe since the cabinets were a loss. Not the ones uninstalled that were completely in tact. Given that information as a consumer unfamiliar with this territory, I didn't think that I would be mislead by experts in this field, but I've been taken advantage of. I was under the impression that everything was sitting there still wet after days on end so the likelihood was greater for mold, yes. We moved forward based off that information, and the emerald beach's insurance covered the cost to uninstall them. At that point, we were under the impression we were going to rebuild the cabinets or whatever was quickest, until Keith came in to give a quote for the renovation. At that point, he shared the cabinets were in tact and they shouldn't have been taken down in the first place. He let us know they hadn't in fact expanded and Anthony and his team could have easily gotten mistaken between mine and others since there was multiple going on at a time. He also mentioned, if insurance was covering it, they would deny it because he didn't have any photo proof that they were damaged to begin with. Servpro is completely at fault for this and I shouldn't have to pay thousands of dollars for their error. The discovery was with their on contractor, not a third party, and they should make this right. Also to note, the flooring was delivered because you know you guys were in the wrong and the easiest thing to do was drop me as a client. One vendor name was given and I thanked Keith for that as he wasn't in the wrong with any of this. He threw the smoking gun uncovering that the ball had been dropped and cabinets were removed unnecessarily. So thanks for giving me a name of a contact, self servingly, which Servpro happens to be their #1 account per Robert at the flooring company, to spend thousands of dollars with. I think it was a nice referral for him, not me, as everyone carries *********** and I received multiple quotes. Please don't think you've done me any favors.

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