Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My condo insurance company hired ServiceMaster Elite to do mold remediation a fter a water leak in 2021. ServiceMaster's sister company, Elite Construction of *********, **, replaced my damaged laminate flooring. The flooring installer had to come back twice to fix problems after the installation, once in 2021 and again in 2022. There are now several areas that are lifting and separating. After 2 inspections in early 2024, one by Elite and one by the flooring manufacturer, I was told by ****** ******* @ Elite that Elite was filing a claim with their insurance due to the faulty install of a former subcontractor (****) who now cannot be located.

  Business response

  12/20/2024

  Response to the complaint-

  As documented on the insured's paperwork 10 of 24 there's no issues with the materials.

  As noted on the insured's paperwork 1 of 24, the home was professionally mitigated by ServiceMaster, which means once they left the property the there was only normal moisture in the home.

  Floor product is a laminate, floating floor. It's typical for this product to have minimal movement - UNLESS, the home suffers drastic temperature or moisture level changes. If that happens this product can expand or contract drastically and won't restore to original condition.

  We've supplied the following documents-

  Scope of repairs and a customer satisfaction sheet upon completion. Photos when the floor was 100% installed, fitting perfect in all areas. 

  Since we have installed this floor Montpelier has suffered severe rain and damage, this is well documented on the internet. This home has a crawl space under it, directly under the floor we installed, there's no doubt this floor is reacting to the conditions below it. I've also supplied pictures of the rear yard, large hill behind the home and the window well that allows easy entry of water from the hill.

  We feel bad for what the Mishaan's are suffering, we've returned twice to fix areas even though they weren't warranty related. We explained the issue and told them they need to add prevention to control the water getting in the home and the moisture that exist below this area.

  We offered a one year warranty, have gone above and beyond to help the matter, unfortunately for the homeowner this doesn't fall under our warranty.

  We have too much to upload, I'm happy to email remaining files if you want to reach out

  Customer response

  12/20/2024

   
  Complaint: 22713011
  
  I do not accept the business's response as a resolution to my complaint because: 

  1) I have not experienced any flood damage and my basement continues to remain dry. (2) The business inspected the floor and found no humidity issues. They then asked the manufacturer to inspect as they found no obvious issues. (3) the lifting and separating of the floor was a problem shortly after install and while the business fixed certain spots twice, the problem persisted. 

  Sincerely,
  
  ******* *******

  Business response

  12/23/2024

  I honestly feel bad about the flooring issues and previous sent people back to make repairs that truly weren't under warranty.

  At this point the floor has seriously been affected by changing temperatures, it's the only way this floor would have reacted the way it has.

  This could be due to low heat, loss of heat but in this case most likely its related to high moisture levels. If that's the case as I believe it is, this floor will continue to be an issue even if I could make the repair.

  We're proud of the work we do and the reputation we have, we just can't warrant any further repairs.

   

  I'm very sorry 

  Customer response

  12/27/2024

   
  Complaint: 22713011
  
  I do not accept the business's response as a resolution to my complaint because: 1) My previous floor never had any issues. (2) *************** told me proper underlayment would have and would still solve the problem. (3) Elite has no proof that humidity was an issue, particularly after their sister company handled the water damage remediation. (4) Elite seems to be implying that its impossible for me to have a proper floor, when my previous floor was just fine for many, many years.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Elite Construction was hired to repair my home after a fire on September 14 2022. My insurance company sent an initial check which I signed over to them for $57,000. After more than a year, they did little to no work so I fired them. They sent me an invoice which showed they used all that money as well as a balance for me to pay of $8000.00. My new contractor went over their invoice and it shows they kept almost $50,000 of work never done. I have tried to have them come back and finish or repay my money, but they stopped answering my emails. I cannot complete my home until they return my funds. We've been living in a hotel since the fire, 16 months. Please help me find a way to resolve this.

  Business response

  03/25/2024

  The business's response is contained in the attached PDF.

  Customer response

  03/26/2024

   
  Complaint: 21168620
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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. ↩