Complaints

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The management company from my condominium building had to open a wall in my master bathroom to access a common pipe for repair. On 5/24/2022 they hired someone who cut through the marble tiles and cement fiberboard behind the marble tiles in such a way that a burning/fire odor and brown soot of cement fiberboard dust covered the master bathroom and part of the master bedroom. On 6/1/2022 the management company got an estimate from SERVPRO to deep clean and purify the air. They thought the price was too high. So they cleaned the bathroom and ran an air filter for 4 weeks. The problem still existed so I wet mopped all the walls, floors, dusted furniture, laundered curtains etc and ran a different air filter for another 4 weeks. The odor and soot was lessened but still a problem. I received a quote from SERVPRO on 7/15/2022 that was similar (if not the same as initial quote) despite all the cleaning. I personally hired them and paid $369 + balance of $3698.38 on 8/1/2022 for total of $4067.28. They came on 8/2/2022 and did about 1 hour of work from 11am to about noon. They told me they were done and I said they still needed to do the **** vacuuming. Listed in the quote as 4 line items totally $730.67. They said it was not needed. I showed them the quote on my phone and all the mentions of the **** vacuuming. They said they would have the office call me about reimbursing me that amount and they left. I emailed to request the refund and called. Spoke with Helder "******" Brandao who said they would not reimburse any of the money. He lied and said I told ******* that I did not want the **** vacuuming. I requested they return later that day to do the **** vacuuming and they refused. So I called my credit card company and told them I would like to challenge the charge because I paid $730.67 for work that was not done (no vacuuming done). Please have SERVPRO reimbursement $730.67 for the work they refused to do but felt comfortable charging me for.

  Customer response

  08/13/2022

  My complaint has not been resolved.  Also you are missing two additional attachments (attached here along with the 2 of 4 you did have attached).  

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  At the end of ************************************ the basement of a two-family house. The issue was identified in early Jan when moisture was seen in the basement and the attic, in addition to mold starting to grow. ServPro, one of a few vendors who specialize in mitigation, was called. ServPro requires a paid inspection of the job site before any work can be started so they can provide a full visual assessment of the damage to be mitigated in addition to doing measurements to base their quote on. I paid the emergency fee, they came, inspected, measured and we had a detailed call to review what needed to be done and the cost. The project leader answered all my questions and confirmed the job would cost $12,000-15,000. I asked why such a large range before committing and he said, "we won't know how much we have to seal after we dry and spray microbial solution, so the range provides a *** in case we have to do a lot of it." I told them I had started a claim with my insurance but that I would not get confirmations until the following week. They said I would have to pay for it and they charged me a 50% upfront deposit in order to start the work that day (but only in the basement).Despite the challenges faced during the process i.e. no shows, delays, difficult time connecting, no updates, conflicting info provided by different people, a month later the job more or less finished (still today spots have mold that have been communicated - not mitigated ), the **** came and it was $25,000+. What? At no point was there a change in scope. At no point did anyone ever tell me the job was going to be bigger than quoted. Nothing. All happened as expected (just slower than I was told and with poor communication), all was visible, and no mention of cost overruns etc. I have asked for a correct ****. No such **** has come. Just threats. Threat after threat. I need help. The line items provided mean nothing. Most days they didn't show up. How can this be ok?

*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. ↩