Complaints

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Had water issue at home i just purchased. Insurance said call this company. They responded and got water removed and left. Sent me a quote for what they did and what they were going to do. I got other quotes for what was left to do which were a lot cheaper. I ask the person to split the bill into what was done and what needed to be done and he sent an email saying this bill contains what was done and what else s needed. I sent a check for what was done and thanked them for their time. Now they are sending more bills for things not listed after the email saying that it was the final total.

  Business response

  07/18/2024

  To whom it may concern,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience and confusion you have experienced. At SERVPRO, we strive to provide the best service and transparency to all our customers, and we regret that your experience did not meet your expectations.
  
  Our team promptly responded to your call to address the water issue at your home.
  We performed the necessary water removal services as per the initial emergency response protocol.
  
  Following the initial service, we provided a detailed quote for both the services already rendered and the additional work required to restore your property fully.
  You sought and received other quotes for the remaining work, which were cheaper, and requested us to split the bill to reflect only the services rendered.
  
  In response to your request, we sent an email clarifying that the bill included both completed and pending services.
  You sent a check covering the cost of the services performed, and we acknowledged your payment with thanks.
  
  To resolve this matter amicably and to ensure clarity, we have adjusted the invoice to reflect only the amount you are willing to pay. The disputed amount of $1078.01 has been resolved, and there are no outstanding charges. Your account is now settled in full, and we consider this matter closed.
  
  We appreciate your business and your prompt attention to resolving this issue. If you have any further questions or concerns, please do not hesitate to contact us at 502-244-7985
  
  Thank you for your patience and understanding.

  Customer response

  07/19/2024

  
  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,
  
  ******* ******* 

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• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a ozone generator and payed for it they used a fan and charcoal or something but knew what I ordered what they used I did not order and charged me 500.00 dollars for what did nothing plus they knew what I ordered and decided to use this method that did nothing but blow around the smell in my home. I should not have to pay for what I did not order and people that came put on the act that they had ozone generator by saying they had to hurry in to turn it off that it was dangerous for me to be in house leaving me to trust that it was ozone generator they understood excitedly what I wanted.

  Business response

  03/14/2023

  *** **** called us about having a leftover odor from a sewage spill.  Wanted help removing the odor.  **** asked us what we could do to help.  We set an industrial air scrubber with a HEPA filter and a charcoal filter.  This machine is very good at eliminating odors.  We also set a hydroxyl generating machine which is very effective at removing organic odors in the air as well as disinfecting.  These are both very safe for humans and people can be in the space while these machines are running which is why we chose to use these to help the customer remove the odors.  An ozone generating machine is NOT safe for people to be around as it can harm the lungs.  We left the machines there for two days.  When our manager picked up the machines they noted there was no odor and the house smelled "great".  We had quoted, ahead of setting the equipment, a cost of $500 for the treatment which included the machines and the labor to deliver them, set them up, and pick them up later.  We honored our obligation and our pre-estimated price.  The customer canceled the check after it was written to us.

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