Complaints

• Initial Complaint

  03/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contacted Servpro of Brandon to remediate damage from a leaky bidet in my master bathroom. I gave them my insurance information as requested so they would coordinate with my insurance. ***************** initially estimated $7,709 for remediation. I requested an estimate for the rebuild, which came to $15,500. Sent both to ****************** Payment was issued and remediation work started. After remediation was completed, ***************************** realized he missed items on his estimate. He submitted a revised rebuild estimate to the ***************** and added approximately $13,0000. The adjuster commented that part of the rebuild was already paid and only issued an additional payment of about $6,700. Serpro is invoicing me the remaining balance of $6,300. I believe I should not have to pay for Servpros oversight on this issue. They did the remediation, they should have known from the start what was needed to complete the rebuild. The lack of coordination between their remediation, rebuild departments and my insurance now means I have to pay for this oversight. I dont agree with this final billing.

  Business response

  04/04/2024

  To whom it may concern:

  We were, in fact, hired for the mitigation. We applied a supplement which was honored and agreed upon. We began the rebuild estimate, had an approval and had to submit for supplement there as well. We worked with the insurance company to get that approved- even taking off $500 for discount. All of the communication and documentation for billing and payouts is in the two attachments. That final payment, which covers all money owed, is waiting for signatures for disbursement at this stage. Our integrity, and partnership (cooperation) with insurance companies is of upmost importantce to our team and has been prioritized on this project as well.

  Thank you for your time. 

  Customer response

  04/09/2024

   
  Complaint: 21483469
  
  I am rejecting this response because:

  I do not accept this response from Servpro. They failed to realize they missed many items from the rebuild. Their negotiation with my insurance company was not effective in reaching an outcome which could fully pay them, leaving me to cover for their oversight, as noted in the attached email.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Servpro come to my home when I found moisture forming in my wall, come to find out my washer was leaking into the wall/causing the problem. They try to dry out and cut it open since it isn't going quick/well. When they open it, boom, mold. They rip out a couple of walls, treat, etc. We are snowbirds of a sort and RV during a couple of months in the summer ****** since the home is in ******* so we ended up leaving when they were about 66% of the way in. They created a barrier/staging area which included the control for the A/C in it and shut off the A/C to not have the mold circulate through the home. When they were done we contacted the contractor and asked for them to begin work a few weeks later. The contractor messaged saying they weren't comfortable completing the work since there was "mold growing on the ceiling of the closet and would need to check with the mold contractor" fast forward a few weeks we get back and mold had bloomed everywhere in the home, all along the A/C ducting, inside the walls on the insulation paper was literally covered in different colors of mold. Reason, Servpro left the fan on the A/C on "On" instead of Auto when they turned the A/C back on. This caused hot warm ******* air to blow through the system immediately after the A/C was running which caused major condensation on the A/C ducting and created a negative pressure environment. It was well over 80% humidity in the home when we arrived back home. We had to gut the entire house to the studs (used a different company because we didn't trust the first company after what they did to the home) and then rebuild the interior. We finally completed the claim with our own home insurance money after a couple of years a month or 2 ago but since the mold contractor caused the bulk of the problems they only covered around 20% of the amount it cost us to rebuild the interior of the home. I'm seeking to be made whole of all of these costs.

  Business response

  01/30/2024

  To whom it may concern,

  We have attached documentation to show extensive efforts to both provide full restoration to the property, and to provide a fair amount of financial relief for the additional damages that occurred outside of the original service as well. The conflict has never been dismissed or neglected on our part. Over the two year span, our office was communicative and kept detailed logs on the property damage and restoration efforts performed. Additionally, our cooperation with our **************** to settle the misconceptions about the timeline and cause of added mold damage, are shown in the provided screenshots as well. It is our belief that the customer is looking to acquire monetary compensation outside of the already awarded, and dispersed, insurance payout. Our attorney has been advising us along the way as well-leading us to our last, and final, attempt to offer a bit of compensation to the client. As shown in the screenshot provided, the customer has denied that offer. 

  Each job performed by our team is documented in Dry Book, in great detail, to ensure we are prepared to handle any allegation of improper performance on a job. We have provided the client, SERVPRO Corporate, our attorney, and now the BBB, with all of the evidence we need to demonstrate fair and thorough practice on this job. Additionally, the customer has proceeded to leave over 20 derogatory statements on our digital profiles on social media. All of which we have simply hidden and ignored. We have extended great consideration for the position of the customer here.

  If the documentation provided needs any additional support, or clarity, we are happy to provide that as well. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ServPro was contacted to remediate a pet urine issue in the dining room of a house purchased. A service agreement was signed by both parties. ServPro contacted me on the date of service and stated that they were having difficulty finding all of the equipment to perform the service because they had a lot of jobs going on and the equipment was at a lot of different locations.The owner ********************* called and left a voicemail acknowledging that fact and said he would make it up to me. The house was not occupied at the time of service, but I did go there to check on the work and noticed that a lot of the equipment included on the agreement was not there.********************* via email referred me back to *** to address the service issue. An invoice in the amount of $1740.15 was sent on June 17, 2022. I called ********************* a number of times to discuss the charges since I believe the equipment fees were overstated. He never called back. I stopped calling.Several months ago, certified letter notifications were delivered to the house from ServPro. No one had been at the house to accept the notices. I began again calling the ServPro office to address the charges and no one called back. ********************* was also contacted again multiple times and never called back.Finally in October ************************************* and said she would research the issue with the Operations Manager, ******************************After communicating the service date, ***** stated that all of the employees assigned to my project were a disaster and were no longer employed because of so many service issues. He was going to research the project.I subsequently received an email from the job file coordinator stating that more equipment than I reported had been at the house. She sent a revised draft agreement on Oct 5, 2023 for $5888.62. How can they change the agreement and bill me $4K additional a year after the service was provided? No change orders were presented and signed.

  Business response

  11/16/2023

  In an effort to track down the source of discrepancy, we reached out to the customer successfully. It is confirmed that we were called in to service a pet odor issue. The standard process of providing an estimate for services was carried out, and the customer signed off on the projected action plan and fees. It was, in fact, articulated to the customer that we had most of our equipment allocated to "emergency" calls and that we would be able to perform the service when it is available. As reported, the job was performed and completed in the year of 2022. We have had employee turnover since then, including the team members who were assigned to this job. 
  
  As promised to the customer, we did our due diligence in researching the timeline of events on her job. We explained that estimates are not set projections and that they can change along the course of service. That is standard protocol for all services we provide. Hence, a change order would not apply to a job that had discrepancies between the estimate and the final invoice. 
  
  We have agreed to honor the original estimate for the customer, as we can't be sure she was provided the information needed to expect an invoice that exceeded her original estimate. The customer has agreed to pay that amount and to remove the complaint that she has submitted. 

  Customer response

  11/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*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. ↩