Complaints

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/13/22 we sustained flood damage to our home basement due to excessive rain. We had a sewer back up. We contacted our insurance company and they recommended ServiceMaster cleaning and restoration. They came out that night and set up a dehumidifier only. My wife and I remove majority of the water ourselves. The service man did not attempt to remove any saturated water in the carpets that night or the next day. He installed a fan on Sunday,8/14/22, to remove air. The water spread to more areas of the house, because they did not attempt to vacuum up any of the water in the carpets. On Monday,8/18/22,, two other employees came out and started to cut and remove carpets that were saturated. We requested an estimate of costs. On Tuesday,8/16/22, Two employees came to take measurements for replacement of damage. We requested a estimate a second time, non given. Wednesday, 8/17/22, We contacted the company to request an estimate. None given. So we terminated service with them. Thursday 8/18/22, an employee came out to retrieve their equipment. They wanted us to sign a customer satisfaction and liability form, We did not sign them. We contacted our insurance claim professional to report our dissatisfaction of service. We have a limited coverage and deductible. We did not want excessive charges. Service Master sent a bill to the insurance for services that were planned to do, but was not done. They got paid for a complete project, but we terminated services before it was finished. They got paid for removal of sheet rock, replacement of sheet rock, painting and replacing carpet and pad --- all of which was not done. The insurance company already cut a check to pay service master without checking to see if all the charges were fulfilled. This will limit our ability to get refunds for the work and supplies that we are doing. We want to get refunded for the work that they claim they did but did not do.

  Customer response

  10/16/2022

  We are dissatisfied with the service received by Service Master.  They did not make any attempt to stop the spread of water in our basement.  They did not attempt to **** up any standing water or water out of the saturated carpets.  Hence it spread to a larger area than was originally witnessed by the technician.  This caused more carpet and dry wall to be removed than what would have to be done, if some action was initiated initially, other than just installing a dehumidifier on the first day, then installing a fan to remove the air, the next day. We have asked for an itemized statement x 3 attempts.  they never responded.  They charged the insurance company, with no verification of the charges.  There are several charges that they have been paid for that I do not agree with.  There has been no accountability for the charges that they have been paid for.  This cuts into the funds that are available for me to apply for, by the insurance company.  I am completely dissatisfied with their services rendered.    Tell us why here...

  

  Business response

  03/13/2023

  To Whom It May ***************** have set up my BBB account and see that BBB shows that there were notifications of the complaint and that the complaint was read on 10/16/2022, but I never received anything.  I am wondering where those notifications were going and who read the complaint in October 2022.  I was not aware that a complaint had been made until I reached out to BBB regarding accreditation in February 2023.
  
  With regard to the complaint that was filed, I would have responded in a timely manner if I had known about it.  ******************** is under the mistaken impression that ServiceMaster Fire & Water Restoration by Houts was paid for work that was not performed.  This is inaccurate.  We were not paid for removal of sheet rock, replacement of sheet rock, painting or replacing carpet and pad.  I have attached a copy of our estimate, which does not show any sheet rock, painting or replacement of carpet or carpet pad.  I have also attached a copy of the payment we received from Mr. ********* insurance company.
  
  We are only able to provide limited services until we have confirmation of coverage from the insurance company, which is almost impossible to obtain on a weekend, which is when Mr. ********* loss occurred.  We also are not able to provide an estimate as soon as a loss happens.  We have to obtain insurance company approval to open the walls to determine the extent of the damage and negotiate pricing with the insurance company.  ******************** terminated our services 3 business days after his loss.
  
  I am sorry that ******************** was not pleased with our services, but our company protocol was followed and we were not paid for any services that were not performed.
  
  
  Thank you,
  ***** Houts
  Vice President
  ServiceMaster Fire & Water Restoration by Houts
  Office number: **************
  Cell: **************
  ***************************
  

  
  

*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. ↩