Complaints

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Servpro of southeast Portland is an unethical company who cheats customers and insurance companies. On August 7th at 1:23pm I received a request from ********* ***** the unqualified project manager to send him copies of receipts for tile and grout I personally purchased for the restoration project. I sent pictures of the receipts on August 7th at 4:50pm Servpro has yet to reimburse me. They are crooks

  

  Business response

  10/16/2024

  We have issued payment to Dori Vigil. It was an honest mistake that the payment was not issued, as I have been in out due to being sick. I am the only one in the company that issues check. Nobody was trying to rip off Dori. The statements that she is not true by any means. Servpro of Southeast Portland went above and beyond for this customer. She has been paid. 

  Customer response

  10/16/2024

   
  Complaint: 22346395
  
  I am rejecting this response because: servpro of southeast Portland is unprofessional. Everything I have stated about them is true. I finally received payment, but their defensive criticism of a customer only amplifies how unprofessional and non customer focused this company is and they do not deserve an A rating from a reputable service such as BBB. 
  
  Sincerely,
  
  Dori Vigil

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ******** has attempted to place a lien on a property without merit and for erroneous charges that they cannot and refuse to explain. I requested my file in early February and this request went ignored. This morning when I called again, they told me to call my insurance company and request the file "from them" and that "an attorney" would reach out. I have asked ******** repeatedly for my file so that I can review my account and all correspondence and have been denied this. My own insurance company has warned me that Servepro has been paid and they are not owed any money related to my insurance claim as they were already caught trying to upcharge my insurance company to make a profit. Now they are trying to file a lien on a home I do not even own and will give me no information related to this. This company has been nothing but unprofessional and rude towards me.

  

  Business response

  04/19/2024

  We here at Servpro of Southeast Portland has handed this file over to our attorney. We will not be able to engage in going back and forth as this is out of our hands moving forward. The issue that raised is due to ***************** not wanting to pay her bill for services performed and completed by Servpro. 

  Any further communication that is needed for this will have to go through the attorney. 

   

  Thank you,

  Servpro of Southeast Portland

  

  Business response

  04/23/2024

  This letter is written in response to the Better Business Bureau complaint filed against Precision Edge Restoration, LLC, dba ServPro of Southeast Portland (ServPro) by ******************.The complaint is comprised of three components: (1) ******************** request for her file; (2) the amount ServPro charged ******************; and (3) filing of a lien on the property. Before responding to these specific issues, ServPro offers the following information to provide context for this complaint.
  ServPro was contacted to respond to water damage in ******************** home in May 2023. ****************** signed a contract with ServPro, authorizing ServPro to perform any and all necessary cleaning and/or restoration services on [********************] property located at **************************************** (Property). The contract further provided that ****************** was ultimately responsible for the cost to perform the work regardless of the amount paid by her insurance company.
  ****************** was insured by USAA.A claim was submitted and ServPro worked cooperatively with ****************** and USAA.  ServPro performed and completed its emergency water mitigation services at the Property, and ****************** signed a Certificate of Satisfaction in July 2023 acknowledging that the emergency services work has been performed to [********************] satisfaction. For this work, ServPro charged ****************** $37,665.11. USAA tendered payment for the emergency services restoration work.
  Due to the water loss, it was determined that many of ******************** personal property items needed to be packed up, transported for cleaning / storage, and packed back to the Property.ServPro prepared an estimate in the amount of $22,133.30, which constituted the cost to inventory, pack out, clean, and store the contents for the period of time estimated for reconstruction work to be completed at the Property. ServPro performed the work and stored the personal property in rental PODs at a storage facility.
  While ******************** personal property was in storage, she required access for purposes of retrieving winter clothing. At this time, ****************** notified ServPro that the PODs were leaking. The PODs were then moved to ServPros warehouse for inspection.Because ServPro wrapped all of her personal property in plastic wrap prior to storing them, the personal property items did not sustain any water damage from the leaking PODs. ServPro provided ****************** with photographs and her personal property inventory demonstrating that the leaking PODs did not cause any damage to her personal property. ServPro explained that any purportedly damaged items were documented to have been damaged in May 2023 as a result of the water loss in May 2023.
  ServPro notified ****************** that Container Storage (the entity that leased the PODs) would likely not offer her any reimbursement for the purportedly damaged items. Nevertheless, ServPro offer ****************** a compromise payment out of good will and to keep its customer happy. ********************** further provided ****************** with contact information for Container Storage to discuss her concerns about the leaking PODs. Through this point in time, ****************** reiterated her overall satisfaction with ServPro on multiple occasions. Unfortunately, things changed at the end of November 2023.
  Between the end of November 2023 and February 2024, ServPro continued storing ******************** personal property.During this time, ****************** instructed USAA to cease communications with ServPro and advised that ServPro should not be paid for pack out services. At ******************** insistence, ServPro notified its own insurance company of the dispute over ******************** personal property items. Ultimately, ServPro packed back ******************** personal property items to the Property in February 2024. ServPro was not reimbursed in full for its costs and it placed a lien on the Property in April 2024. ******************** BBB complaint followed.
  Concerning the specific BBB complaints, ServPro relies upon the information above and offers the following responses:
  ******************** File  
  Although ****************** requested her file in February 2024, ServPro overlooked the request due to a high volume of emails. Since that time, ServPro has produced ******************** file materials to her via email. While there may be some email communications with USAA left to provide, ServPro has produced all other materials. Due to the man hour commitment to retrieve emails, that particularly request is taking some time.
  ServPros Charges
  ****************** is contractually obligated to reimburse ServPro for all necessary services it performed,including packing out, storing, and packing back her personal property. Although USAA tendered payment for a portion of these costs, ****************** remains responsible for the balance. At this point, ServPro is not aware of any specific complaint over the amount of the costs it incurred to perform this work.
  The Lien
  There is no lien filed against the Property. ServPro attempted to record the lien; however, it was rejected for procedural defects. No efforts to re-record the lien have been made by ServPro.
  
  

  Customer response

  04/23/2024

   
  Complaint: 21577131
  
  I am rejecting this response because:

  1) A lien WAS placed on the property at 214 S Molalla on 4/15/24.

  2) ******************** paid out damages for my furniture that was damaged due to the POD/Container leak. USAA refused payment for their services related to the container leak as it did not fall under my policy but their company policy. These additional charges related to the container leak should also fall under that policy. 

  3) ServePro has retained an attorney to process this Lien and is now going after the new owners as well as myself for these charges.

  4) ServePro easily could have re-rented a new POD/Container and put my belongings back on my property but instead held all of my belongings off site for months and apparently is trying to charge me personally for them re-packing everything, storage fees etc and is now saying nothing was da mashed when I have e ails fro. them apologizing for damages to my property.

  5) my Antique mirror that belonged to my Grandparents was initially packed in one piece however has been returned to me in 2 separate pieces. I have not addressed this directly with ServePro yet.

  6) USAA was never instructed to stop speaking with ServePro-in fact, USAA rejected many "up-charges" that ServePro had sent to them, I simply told USAA to watch the bills closely as they are a shady company.

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

  

  Business response

  05/08/2024

  Hello,

   

  Servpro of Southeast Portland has an attorney, as she has been receiving communication with him, and we have been addressing her issues. I feel as it is so un-necessary to repeat ourselves time and time again through emails and attorney and the BBB. We here at Servpro of Southeast Portland wish not to continue action through the BBB. 

  

  Business response

  05/09/2024

  Charges are very clear as ****************** has the estimate. Pack out and pack back. Labor, truck dispatch fee, storage of contents, consumables that were used. Her original bill was at 24k, but I decided not to press the line and just use the estimate that is 22k. 

  We did attempt a lien on the property as we have the rights o as she signed a contract and receive preliminary  information if payment was not made. 

  She has received her whole file on multiple occasions. 

  Mirror, she signed a limitation of standard and compliance, we paid out for damage contents. There is no going back as of now to state Servpro damaged mirror, please see signed limitation of standard and compliance. 

  ****************** did state not to address her adjuster and for them not to address us. But again this is going back and forth.

  The POD, ****************** did not want us to get another pod onsite due to the issue and the pod company not wanting to take responsibility for a faulty pod. ****************** was ok with her contents being brought back to warehouse, only after the fact them getting brought back did she start this issue. 

  Servpro of Southeast Portland request for funds owed to date. Late fees will be applied, as of next week if payment is not received in full. Servpro of Southeast Portland has been working with our attorney as well as ******************, so littlest to say going back and forth with attorney and BBB is doing double the work. 

  Any further conversation needs to take place with our attorney. 

   

   

   

  Customer response

  05/10/2024

   
  Complaint: 21577131
  
  I am rejecting this response because:
  ServePro is attempting to charge me personally for costs associated with an accepted insurance claim-those charges need to be submitted to THEIR insurance company under the same claim my damaged furniture was replaced under. I never authorized them to remove my belongings from my home and store them off site, never requested them to do any of the extra work they took upon themselves es to do. In the midst of said work-my antique mirror was broken.  They still have my piano and upon the attempted delivery of my piano just a few days ago, one of the owners came on to my property necessitating the police to come due to his threatening behavior and mediate. ********** yelled at my child as well as myself and refused to allow the poison delivery people to deliver my property because I would not allow him to videotape me on my property. . These again are miscategorized charges, they have damaged my grandmothers mirror, still have my piano, continue to harass me to this day and I will not be bullied by such an unprofessional and unorganized business such as them. I am in close contact with their attorney who is in possession of a video taken of me unwrapping the second piece of my mirror and surprise -artwork slipped into the seam of the mirror was WATER DAMAGED. I look forward to this being resolved shortly but I owe them nothing. They are lucky I don't counter *** for harassment and theft of my property at at this point (my piano).
  Sincerely,
  
  *********************************

  Customer response

  05/17/2024

  Good Afternoon, 

  SP's attorney has now accused me of not paying for asbestos testing and for the delivery the piano. I have provided him with proof of payment to ServePro, proof of the damage to my mirror that SP DID DO and have requested my mirror be repaired as well as my piano be re-delivered without SP present. I have also put SP's atty in touch with ************** adjuster who handled my claim for the water damage asking that the claim be reopened and the charges SP is trying to charge me personally, be added to their insurance claim, not passed on to the person whose things were actually damaged. I want to ensure my complaint is viewable by the public as this franchise is not to be trusted. 

  

  Business response

  05/21/2024

  We do not agree with going to arbitration. We have an attorney on this. Thank you. 

  

  Business response

  05/31/2024

  1."The lien was placed, but there is currently no lien due to an error. This account is with our attorney, who has been in contact with ******************. The reason a lien was being placed is because ****************** did not want to pay her bill."
  
  2."We have contacted our insurance company, which issued a payment for the charges related to the pack-out from the pods to the warehouse, and the cleaning of the contents. ****************** is only responsible for the pack-out from home to the pod and the pack-back from the warehouse to the home."
  
  3."We did not pursue the new owners, as we have the right to place a lien for non-payment, as they receive the preliminary when they sign our contract. We were unaware that ****************** had sold her home."
  
  4."****************** did not want a new POD, as she stated to our general manager that bringing the contents back to the warehouse would be fine."
  
  5."Her antique mirror was intact upon delivery. After dropping off this item, we cannot determine what happened. However, due to the issue with ******************, she signed a limitation of standard and compliance for contents, as Servpro of Southeast Portland is not responsible or liable for any damages after the claim was processed through our insurance company. Even the adjuster had her sign a limitation of standard and compliance. We were willing to address any damaged goods she had claimed internally, but she refused the check from Servpro and insisted on placing it under our insurance for a claim."
  
  6."USAA will not communicate with Servpro of Southeast Portland. ****************** has mentioned this on multiple occasions. However, this matter is being handled by our attorney."
  
  7."At this time, Servpro of Southeast Portland has addressed all inquiries. Moving forward, we will allow the attorney to resolve this matter and attempt to secure payment. We respectfully request no further engagement on this complaint."
  

  Customer response

  05/31/2024

   
  Complaint: 21577131
  
  I am rejecting this response because:

  1) I am not responsible for any pack-out fees as these are covered by insurance,ServePro needs to provide the billing statement to USAA if there are additional charges separate from the *** leaking.

  2) Any charges related to the *** leaking are to be handled by THEIR insurance, CapSpecialy. ServePro has USAA's contact information, the claim number, as well as the adjusters email address they can send any further expenses to.

  3) I have reached out to their insurance adjuster ******************* who was quite willing to cover any additional charges related to the water leaking into the *** (labor/moving etc).

  4) I have YET to receive any kind of itemized bill from SP detailing the charges/fees they are trying to charge me.

  5) Their attorney has threatened to *** on SP's behalf because I am reaching out to BBB and made a truthful Yelp.com review.

  6) I DID ask for a pod to be placed on my old property, this was not done, SP removed my personal property from my residence and put my property off site. SP's business practices are the exact reason the BBB exists. The public needs to know what kind of business they are dealing with when they hire this company.

  7) My mirror WAS damaged. I have provided picture and video proof of it wrapped up prior to being put in the pod the first time, and me unwrapping it in 2 separate pieces. Please see added pictures-it was initially wrapped in one piece and then rewrapped in a large blue outer soft wrapping, it was returned to me in 2 separate pieces. 

  8) My next step is going to the local news as I am not going to be bullied or forced into paying something I do not owe. 
  
  Sincerely,
  
  *********************************

  

  Business response

  06/13/2024

  Servpro of Southeast Portland has responded to the complaint. 

  Servpro of Southeast Portland is resolving issues with ***************** with there attorney. 

  ***************** statements have been false as she just does not want to pay her bill. 

  I believe Servpro of Southeast Portland has answered all questions or statements. 

  Customer response

  06/13/2024

   
  Complaint: 21577131
  
  I am rejecting this response because:

  1) I have sent PROOF OF PAYMENT from my insurance company to SP to SP and their atty- they have ignored this.

  2) I have proven SP to have attempted to file a fraudulent lien on my old home for fraudulent charges related to this insurance claim

  3) I have proven SP to have been PAID by my insurance company USAA, provided this to their atty and they still have not dropped this.

  4) I have proven that SP fraudulently tried to charge me for services that their own liability coverage ended up paying out. 

  5) I request again that SP rating be decreased-they have harassed me, my minor child, damaged my personal belongings and caused me undue stress and hardship over something I do not owe. 

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

  

  Business response

  07/09/2024

  Hello,

   

  We appreciate your help in ordered to try to come to a resolution, but at this time we respectfully decline any further assistance as we have obtained an attorney in ordered to facilitate this. Our attorney has been in contact with *******. Thank you again. 

  Customer response

  07/09/2024

   
  Complaint: 21577131
  
  I am rejecting this response because:
  I have reached out multiple times to ServePros atty with no response in over one month. I have reached out to **s personal liability insurance who covered a portion of the bill as it was IMPROPERLY BILLED TO ME.  I have reached out to my insurance company and they have assured me ServePro has been paid in full. The remainder of the bill is to be billed to **s own ******************** CapSpecialty. My next step is to sue ** for fraudulent billing. 
  Sincerely,
  
  *********************************

  

  Business response

  07/19/2024

  Hello,

   

  The attorney is out of office till July 22nd, and then will be able to assist. Please give me until then to get this taken care of. I will make sure I email ****, as seems like she needs to be brought into all correspondence. 

  Customer response

  07/26/2024

   
  Complaint: 21577131
  
  I am rejecting this response because: there is no need to involve an attorney as these are charges that have been fraudulently assigned to me. Again these are charges stemming from an insurance claim which SP did not bill insurance properly and is now coming after me, the person whose things and home were damaged to collect their funds. SP needs to contact the appropriate insurance company, either their own liability insurance company, CapSpecialty, or USAA (my insurance company) to rectify this. SP has demonstrated that they cannot be trusted, have poor billing and filing practices and I am requesting their rating be decreased. This has been nothing but a hassle for me and my family.
  
  Sincerely,
  
  *********************************

  

  Business response

  08/09/2024

  Hello,

   

  We had resubmitted billing to customers insurance as she stated to resend it to her adjuster. As we have done so, we have yet to hear from her adjuster. I not sure what else to say, as everything has been responded to on multiple occasions. 

  Customer response

  08/26/2024

  Thank you,

  I am uncertain what else to say. I have submitted everything I have, they have everything I have and are attempting to collect in a debt that I do not owe because they have not pursued the people (insurance companies) who are responsible. 

  

  Business response

  09/18/2024

  Please see my response in RED. Please note that we can no longer communicate with ******* as this file is no longer with us, as it has been sent to attorney and risk management to help with the collection process. 
  
  We have sent billing over to ****, on multiple occasions, USAA will not reply to Servpro of Southeast Portland. 
  
  Everything that Ms. ******* is being charged for is towards her mitigation services that we have provided, the billing from the **** to our facility besides storage was covered by our personal insurance. She was charged for storage as she would have been charged for storage if there was a POD onsite. We relocated the contents due to leaks in the **** Ms. ******* was aware of this, and allowed Servpro of Southeast Portland provided these services. The billing for those services were covered and paid in full by our insurance company. 
  
  - Pack in/out fees Billed: $15,403.16 Received: $4,072.27 Late Fees Applied to invoice: $2,625.99 Outstanding Balance Due: $13,956.88. This was for the original pack out that was provided and the pack back of contents. 
  - Asbestos testing fees Billed: $468.00 plus the Piano as it is on the same invoice: $700.00 Total Billed for Supplemental Asbestos Testing/Piano Storage: $1,168.00 Total Received: $1,090.00 Late Fees Applied: $16.67 Total Balance Owed: $94.67
  - Request for a detailed invoice Attached both invoices along with the estimate. 
  - Extra storage fees What do you mean by extra storage fees as we charged for storage at the warehouse, but that was covered by Servpro insurance along with the additional pack out due to the container leaking. This was $8,804.76 for pack out of the pods, storage, re-boxing contents. This bill Servpro insurance covered this invoice.  
  
  I hope this responds to your questions. Thank you. 
  

  
  

  Customer response

  09/18/2024

   
  Complaint: 21577131
  
  I am rejecting this response because: Once again, and I cannot repeat this enough times, these fees (pack in/out) are attributed to the leak in the *** that ServePro provided me, They have been trying to stick me with these fraudulent charges since. They have attempted to place a lien on a property for a fraudulent amount, they have come to my home and verbally harassed my minor child, the front office staff has cussed me out, every few months the "amount' I supposedly owe changes because they redo their billing and try to bill for charges in a different manner. These charges once again are theirs to pay or submit to their own insurance company. **** has been clear with them about this. I have provided receipts for piano moving and asbestos testing to their attorney and am not surprised they are (again) fraudulently trying to add these to this "fraudulent bill". This is an untrustworthy company, full of fraud and fraudulent practices. As far as their attorney? He is non-responsive after I have provided him proof of everything I have  complained of. Good riddance bad rubbish 
  
  Sincerely,
  
  ********* *******

  Customer response

  10/16/2024

  Please see attached. 
  I also have communications between my insurance company and ServePro in which ServePro is informed that they are responsible for any type of "pack out/pack/back" related to the water issue, and also that **** would not pay for fraudulent and duplicate charges.
  

  Customer response

  10/29/2024

  Good Morning,
  Please see attached.
  
   I did attempt to make a claim to ****, as well as ***S, for the water leak in the *** and it was determined that it was ServePro who was liable.
  
  The issue (and charges) stem from when ServePro removed my belongings from my property (they were in a *** that leaked) to an off site location.
  
   Once off site, they decided (with no authorization) to unpack everything and repack all of my belongings, continue to store my belongings off site instead of getting an additional pod onsite-they then tried to charge **** (my insurance company) for all of this- the removal of my belongings, repacking, storage and then return of my property to my address when the above labor should have been charged to their own liability insurance and not mine. Please see the attached email to myself from ****. I am not privy to the communications between ServePro and **** although it is quite obvious that any charges related to the leaking pod should be charged to their own liability insurance, not me. When they finally returned my belongings, they were left on my porch and I moved my things into my home by myself. Had my things been left in a *** onsite and not taken off site/unpacked/repacked, none of these charges would even exist.
  
  For context-they overcharged USAA many times and had to fix their charges. I hired them to deal with my aunts condo as she died in the home and was dead for 2 weeks (Ultimately I cleaned the condo)-they charged her insurance company as well for labor that was never done. ************** ended up paying them the extra as they were trying to go after me as well for that one. 
  
  I lived in a hotel with my 4 kids, 4 cats, and 3 dogs for 10 months while my home was rebuilt. None of this is my fault, Servpro has been nothing but trouble and is now coming after me, the person whose home and belongings were ruined for charges they created by removing, unpacking/repacking/ and storing my personal belongings off site. These are charges their  insurance company is responsible for.
  
  I have many many emails between myself/ServePro/Insurance companies/***S if you need them. 
  
  Thank You
  

  
  

  Customer response

  11/19/2024

  
  Good Afternoon! 
  I have tried to make a timeline with proof.
  9.8.23-USAA notifies SP of misclassified upcharges, requests to downgrade level of water from "CAT 3 to CAT2"
  12.1.23-usaa final-delineates payment to SP 1444.08
  12.15.23-letter from owner-SP is not required to return my property or get new ***
  4.4.24-initial lien: 18,061
  4.12-request information regarding lien, again request file
  6.3.24-bill ********* per their attorney
  6.11.24-**** states SP has been paid, states regarding pack out, shuffling of property, pack back "this should be a cost absorbed by SP or claims under their general liability insurance"
  6.16.23-bill from SP 4072.27
  
  
  
  
  I have tried to gather as much documentation as possible. As I hope I have demonstrated, SP has frequently changed the total amount they claim is owed quite a few times.They have submitted false bills to USAA (piano movingvand upcharging the categorization of water damage in order to charge more), they have submitted erroneous information to their attorney, they broke my antique mirror at some point between removing it from the *** and returning it to me, I have video proof of me opening it finding a broken frame and pictures of them wrapping it up intact.
  
  I noticed they are trying to double charge for moving/manipulation/packing initially-per the final estimate from ****, these charges are included in the payment provided to them.
  They claim they were at my home 2/12 yet my property was delivered days prior-evidence again of poor bookepping
   I requested the return of my property months before it was returned to me, it seems they are attempting to charge for this. I truly do not know where they are producing these charges. 
  

  
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 21,2023 my house at **************************************************************** had a water heater pipe burst and flood my whole house, Servpro came out and began the restoration process, ************************* a Servpro employee came out with a crew to begin drying out the house. He told us he would get us the repair estimate so we can compare between Servpro and our own contractor. Since then, We have tried to get in contact with ************* multiple times and well as our insurance claims adjuster *********************** from Allstate has tried to get in contact with ************* and ***** has heard anything back. My wife has contacts Servpros corporate office twice on March 1st and March 5th was told she would get a call from them and we never received any calls. We have yet to hear back. I personally called the Servpro Southeast office yesterday March 5th and was told I would receive a call by end of day on March 6th after the person I spoke with tried to get ahold of ************* he was unable to get in contact with him but was able to get in contact with ********* who also has been working on the restoration who said he would contact me by the end of day on March 6th. I have yet to hear back from anyone regarding my house.

  

  Business response

  03/14/2024

  Hello ******,

  I will have someone from my office reach out to you to get this corrected. I want to apologize as I was unaware that there were any issues, or that you were trying to get in contact with ******* or *********. I will escalate this over to the proper management to address any concerns. 

  Thank you in advance, and feel free to contact ******** at Servpro of Southeast Portland. 

  

  Business response

  03/18/2024

  Hello,

   

  We have provided this customer the estimate per there request and were able to get this taken care of. Please reach out to ****** to get this complaint closed as we were able to make it right. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Initially started working with them in November 2022. Unprofessional conduct. I used Servpro because Statefarm recommended them and I felt stuck with them. They showed up multiple times to my home without warning and then expressed frustration that I wasn't home, I am a nurse and work 12-hour shifts and I live alone. I notified them when I signed the work contract that I required planning due to my hours and living alone and they verbalized understanding this, yet did not follow through. I also have two dogs so leaving a key out for them was not an option. I talked to multiple people getting the run around each time and eventually made plans with one person ****, who was professional and communicative. **** yelled at me on the phone, and I suspect he was the one who was emailing me unprofessional responses but not signing his name as he referenced a phone call I had with him. I emptied some buckets from the attic but didn't think I needed to document when I did that. On November 6th 2023 I received a phone call from ServPro that I owe them $10,324. I'm working with StateFarm as well, but still want to file a complaint about ServPros conduct. Servpro claims that StateFarm just denied their claim in November, but StateFarm is telling me that they denied the claim in December. Servpro waited almost an entire calendar year to bill me and then demanded funds by December 1st or I would accrue late fees. I worked out a payment plan and as of November 30th 2023 I have only paid then $3,448.76 but plan to pay the next two months on the 1st until the total is paid.

  

  Business response

  01/05/2024

  Hello, I am very sorry that ***** feels this way. Servpro of Southeast Portland strives to represent the brand to its fullest. With this job yes, we received in 2022 during a move and not too many office personal as winter season set forth. ***** states that one of our employees wrote in caps in email, and she felt as it was yelling. That employee did communicate with her that he was working remotely and in ordered to produce the email enlarging of the text (CAPS) helps him to see much better especially working on a smaller device. But again if she felt as if it was yelling we apologize and it was not attended as yelling. After performing work scope Servpro of Southeast Portland endured influx of calls due to the winter weather event that happen late December of 2022- January of 2023. Again during this time we did not have enough office personal at the time and limited space as we were waiting on construction to happen on permeate place. We were finally able to catch up as we retained the staff that was needed in ordered to get out estimates. We sent over the estimate to insurance and we received email stating that there were no claim coverages. I have attached that email to this. We then spoke about this internally with the General Manager and the owner and let them know that this could be a big expense for one person. Silo the general manager stated lets give ***** a discount on her bill. We took the 12k and some change and took 20% off which brought it down to 10k and some change. We worked out a payment plan with ***** and she was ok with this payment plan. She stated that she contacted her insurance and they stated that the claim was covered. I did tell ***** please let me know of what is needed in ordered to get this paid by insurance as they are telling me something totally different. Within a week later ******************* showed up with a check to make her first payment towards her bill. Again it was stated we are willing to work with insurance. Then we received the 2nd payment in the mail. We have already gave her almost $3k off of the bill, I am not able to take anything more off the bill. But I can work with her on the remaining balance payment and split that amount in 4 payments which will be $862.19 for the next 4 months due on the first of the month. On the issue about the hole in the ceiling there was no excuses that the ceiling was to be left the way it did. This was the first time of hearing about this issue when I contacted ***** about the claim being denied. One our techs stated that they had patched it, it was poorly done, but once aware, I had sent someone over to correct it, mind you this was at no cost to ***** as normally this gets done on the build back end. We asked if she wanted us to get it painted she requested us not to do so as she was going to repaint. Issue about techs showing up. I understand that ***** has a work schedule, we did our best in ordered to meet those needs. Also as I reviewed ***** attachments and some of the people at her door was never apart or worked for our company. We are in hopes that this clears any misunderstanding and hope that we can move forward. ***** please feel fee to reach out to me directly. I do have several emails between ***** and me, I do not want to attach each email, but if this will help please let me know.

  Customer response

  01/08/2024

   
  Complaint: 20940481
  
  I am rejecting this response because ServPro is continuing to be unprofessional and lying when I have submitted email evidence to the following:

  That employee did communicate with her that he was working remotely and in ordered to produce the email enlarging of the text (CAPS) helps him to see much better especially working on a smaller device.     This was never communicated to me and I address it and the fact that the emails did not have a sign off so I was unsure to whom I was communicating. This can be seen in the screen shots of the emails I sent to the BBB and that I forwarded to ******** the office manager. Chrystals response to the aggressive caps in my email communication was that she apologized as most of those people don't work for Servpro anymore, but I am confident that I was speaking with **** via email as he referenced our phone calls in the email, which is why I attached a screen shot of the phone calls between **** and I that day. Also, if using all caps was needed to see better why does the text alternate between lower and uppercase/caps. Also the writer responded in chunks like I am here, which would be difficult to do on a small device. 

  
  She stated that she contacted her insurance and they stated that the claim was covered.   I never said insurance was covering it. I said I never got a denial from state farm and was reaching back out to them. After state farm officially denied the claim I gave Servpro my first payment. If ServPro has camera with recording in their building they will see that when I dropped off my first Payment **** said "Don't worry insurance will cover it" and I responded with "No they are not, I am paying for it with my student lopan money".
  
  This was the first time of hearing about this issue when I contacted ***** about the claim being denied. This is a lie, as proven by my email sent and responded to from Servpro. I attached photos to my email on 12/31/23 showing the poor repair job on the hole in the ceiling. 

  
  Also as I reviewed ***** attachments and some of the people at her door was never apart or worked for our company. I apologize,the pictures ending in 48 & 50 are my roofers. Picture 49 is showing that Statefarm and Servpro showed up at different times, servpro was late for that appointment. The other photos of Servpro are them showing up while I was at work. I am happy to provide proof of work. 

  
  I do have several emails between ***** and me, I do not want to attach each email, but if this will help please let me know. Please share any emails that you have as I would like to have a proper timeline.
  
  
  Sincerely,
  
  ***************************

  

  Business response

  01/09/2024

  We have worked with ***** and have already taken 20% off of her bill. Please note like stated previously, yes there were issues within office due to not having the employees, but have gone and corrected the issues. We were kind enough to take a chunk off of the billing for her. We gave her a payment arrangement, I even gave another payment arrangement in ordered to help. I can not make State Farm pay the bill. I never once heard Silo state that the insurance company will pay this as we are not adjusters, agents and we do not know what her policy states. We do have security cameras, but does not have sound. I do not feel the need of going back and forth as stated. I feel like we address the situation, we corrected it, we have reasoned with her amongst ourselves before even handing the bill over to her and took the 20% off, ***** did not have to request  that as we were proactive with doing this. Please note this is money that we paid out in ordered to facilitate this job. We will not take any additional funds off nor will we reimburse her for what she had paid against work performed and facilitated completed by us. We cant request a services as her contract states we work with insurance, but if they do not pay then yes it is up to the customer to pay for those services as ***** is the one that contacted us. I will not continue to go back and forth with *****. Please close this file as we here at Servpro of Southeast Portland has worked with the customer to help with her bill due to her insurance company denying her claim. 

  Customer response

  01/30/2024

  Servpro has continued to be dishonest throughout this process. I have laid out plain examples and proof of lies via email and they have yet to own up to their mistake. They continue to try to stand on their one good deed of proving me with a payment plan, which was done after they waited a year to bill me. They waited, almost an entire calendar year to seek payment from me. I do not accept any of their responses with their lack of accountability. It is disrespectful and immoral to me as a customer and as a human. Throughout this process, I keep thinking to myself. What would the situation look like if I were a person of means? If I had the financial ability to stand up for myself and seek counsel, would this process even be happening?
  

   

  Customer response

  01/30/2024

  I forgot to mention in my response that Servpro has been paid in full. 

  

  Business response

  01/30/2024

  Thank you for the update. We are pleased that we were able to get this resolved. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was directed to ServPro of Southeast Portland (the same company as Precision Edge Restoration and ServPro of Northeast Salem) by my insurance company, State Farm, after a tree fell on my roof in April of 2022. Renovations that were promised to be done by end of December are still unfinished and little progress has been made. My unit has no flooring or electricity and they've actually caused MORE damage to the unit during renovations. I've repeatedly asked for updated contracts and for them to provide a timeline on when renovations will be complete but I'm constantly lied to about what has been done and completion dates. They have yet to schedule the painters to come back and finish painting the interior, they havent ordered the flooring yet, and havent scheduled the electricians to come in and complete work. On top of that, the cupboards that were ordered are missing the appropriate hardware for them to work properly and they've caused severe damage to the upstairs bathroom that was before untouched (broken toilet, damaged vanity, and damaged shower insert). I've attached both the timeline document as well as the most recent email communications. For resolution, I would like them to finish the job before 9/8/2023 AND compensate me for both the damages incurred while renovations were done as well as for the additional living expenses I've incurred due to their negligence.

  

  Business response

  09/12/2023

  Hello, We provided services for ******************************* as we are currently working with customer to get this resolved. The paint has been completed to date, flooring is ready for pick up and to install end of week, electrical and plumbing will be done once flooring goes in, pack back is scheduled for this Friday. I have been communicating with the customer daily and giving her updates. Please note all monies that Servpro of Southeast Portland received has been for work completed to date. For all work that still needs to be performed there is still an outstanding balance on this as we will collect upon completion. This complaint should not be warranted as we have worked with the customer to correct any issues that she has or had and been resolving them and working weekends to get this job done and completed. I personally along with owner and another office lady has been running this job for the last two weeks and been getting the work scope performed and completed in ordered to satisfy the customer.

  Please retract this complaint as we are dealing with this, as customer stated she will not pull it until work is completed. We have about two more weeks at most on this job. 

  Customer response

  09/18/2023

   
  Complaint: 20478364
  
  I am rejecting this response because:

  While they are finally working on the project, it still took them 6 months after I provided them with 75% of the estimated funds required for them to start work. During that time I've had to pay for two residences, one in which I'm not living in due to the outstanding repairs detailed in this complaint, and they're now telling me that due to the length of time since the estimate was made, I will be required to pay more on top of what was estimated for. I should not be charged more money because they failed to order materials when they should have, especially considering the amount I've had to pay in additional living expenses. 

  In the business owner's response they state that, "This complaint should not be warranted as we have worked with the customer to correct any issues that she has or had and been resolving them and working weekends to get this job done and completed." **********, the General Manager, has repeatedly lied to me about progress and has gaslit me whenever I bring up a complaint. Had a complaint not been made, I highly doubt any progress would be made at this point in time. Once I filed a complaint, I was contacted by **** and was told I was a "bad customer" and was being "too aggressive." He then tried to say that they wouldn't work with me because I hadn't given them ample opportunity to respond to my complaints. This was after weekly emails to the whole staff, constantly expressing my grievances and dire need to be back in my home. There are countless other complaints on the BBB website, ******* and Yelp that corroborate my statements. 

  I would like to leave this complaint open until all repairs are complete and I'm assured that I won't be charged additionally for material price increases due to ServPro's inability to manage this project timeline efficiently. I will happily pay them the outstanding $17,324.36 once repairs and pack back are complete. 

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

  

  Business response

  10/11/2023

  Hello,

  We have been working with ***************************** to make sure that we get her home back together. Job will be closing on 10/17/2023. We would like this complaint closed as Servpro of Southeast Portland has done everything to make this customer happy, but there is no way we can make her happy.

  Estimate for her repairs was done in December 2022, as pricing does go up and changes weekly in this industry. ******* had not approved us to perform repairs until April, and us at Servpro still based it at the same amount from initial rough draft estimate. Normally if you do not approve an estimate within 30 days that estimate is no longer valid. Again Servpro worked with *******, gave her free storage for duration of her project. She did not put 75% down she gave 50% upfront so for her to lie and make these statements is truly unfair to Servpro. As we have gone above and beyond for ******************. ******* has received upgrades on Servpro of Southeast Moneys. We have worked with this lady, corrected any issues at hand and there is no pleasing her. Daily several emails has been going out to her as this takes up office time and not able to give active water jobs the attention that is needed, due to Natalee complaints and she never happy. Servpro can correct an issue and make it right, but to date she will be unsatisfied. We had to reschedule on multiple occasions for subs to go back onsite as Natalee state that she was unaware of people showing up to perform work, but Servpro made sure she was aware. Subs and Servpro has to pay for her non-corporation. 

  We at Servpro of Southeast Portland gave her the choice to find another contractor to perform work if she was unsatisfied and she stated and wanted us to complete. She had the remaining monies that was owed for work completed to do so. If she is so unhappy I am unsure why she did not find someone else. She has made a complaint with our corporate office and BBB. I do not understand what she is trying to gain as she received a new condo for 39k and some as we have surpassed that amount. 

  We request for this complaint to go away as she is not telling the truth in multiple situations. All issues have been addressed by Servpro to date. 

  Customer response

  10/17/2023

   
  Complaint: 20478364
  
  I am rejecting this response because:

  In ServPros response, they state that I am not telling the truth. Considering this is coming from a company that has repeatedly lied to me and their own sub-contractors, along with their track record of doing so to other clients (see attached reviews), I would suggest reading through my extensive documentation and emails before concluding who is the most trustworthy.

  Im not clear on what the upgrades are that ******** mentions in her response as Ive kept close documentation of everything Ive purchased through ServPro. Perhaps shes referencing the washer and dryer that they had to replace as they disposed of mine without my knowledge? The $1,720.50 that I had to pay for out of pocket was issued as a credit against invoice #*******.

  Ive attached documentation showing that I paid for 6 months of storage from October 2022 to May 6th, 2023. Ive also included a photo of a box that was stored in their climate controlled storage. See attached images of severe water damage on boxes that were in their possession from October 2022 to end of September 2023.
  

  ******** also states that they had to reschedule on multiple occasions for subs. This is an outright lie and can be exemplified by the attached screenshot from 9/20 and 9/21. In this thread ******** states that plumbing was complete on 9/20 but then states at 10:05 on 9/21 that the plumber will need to come back out as they did not install dishwasher plumbing. She then emails me at 11:41 on 9/21 stating that the dishwasher person never arrived to meet their plumbers. An hour and a half is an unreasonable amount of time to reschedule a dishwasher install through Lowes, especially considering how many times Ive had to adjust my own work schedule and that of the delivery/installation teams due to ServPros inability to schedule work.

  It should be noted that Im not getting a new condo for 39k. I have paid ServPro $81,244.92 to date, with an outstanding balance of $5,603.86. Ive included the payment history as an attachment.

  Below are updates to my previous response, accurate as of 10/17/2023:
  1.     After pack back was completed, I was informed by ServPro that my washer and dryer were missing. After arguing that it was at the condo (it was not), they                      assured me it was in their possession and that it would be delivered to my condo before the installation team would be on site to install it. I received a call from the          installers the day of installation that they were on site but that there was no washer or dryer there.
            a.     After reaching out to ServPro, I was informed by ******** that my washer and dryer had been disposed of because I had stated that I was getting new                            appliances. I NEVER stated I was getting a new washer and dryer and that I was only updating appliances in my kitchen, not anywhere else in the house.                        There are extensive emails documenting this communication thread.
            b.     After the pushback, they agreed to purchase a new washer and dryer, crediting me the cost of the units back to me on my outstanding balance on invoice.
            c.     I again scheduled for these to be installed and, upon arriving at the condo, the installers stated that the plumbing was not set up for the washer and dryer                        and that it would need to be redone. When ******** at ServPro was made aware of this, she insisted that I would need to pay for that as I hadnt previously                      requested it to be changed.
                                    i.     I stated that, if they hadnt disposed of my washer and dryer, the plumbing wouldnt need to be adjusted and that I wouldnt be paying for that.
                                   ii.     She then informed me that they would not remedy this, and it would be my financial responsibility to redo the plumbing, electric and drywall to                                           accommodate my new washer and dryer. Their excuse was that they wouldnt operate on areas not to code, yet they had already installed a                                           dryer vent in the very same area.
  2.     I changed all locks to the unit as ServPro has left the front door unlocked with the key in the door on two occasions. This, coupled with the fact that ServPro                    previously lost my key and was unable to find it, lead me to change the locks.
  3.     *************** over the last month, a sub-contractor has been sent to my condo (which Im still unable to live in) without my knowledge and, once ServPro                      realizes Im not home, they call threatening me that they will charge me more because I wasnt there to receive them.
            a.     Frustration directed at ServPro has been expressed to me by at least 3 sub-contractors around this same issue.
            b.     The electrician has been back twice, the carpet installers had to come back a third time, and the painting and texturing sub-contractor had to come back                        four times. This was due to lack of organization on behalf of ServPro.
  4.     I was informed by my neighbors and other contractors that there was alcohol consumption on the job when ServPro was onsite; I also have photographic                        evidence (attached) of empty beer cans in the unit after their team had been there.

  
  As of 10/17/23, $5,467.75 worth of line items from estimate #******* have either not been completed or Ive paid for out of pocket (see attached PDF). An additional document is included for items that were removed from the unit or damaged by ServPro and not fixed. Shes stating that costs have gone over what was estimated as I wasnt able to pay any money towards the construction estimated until April. As both ******** and ******* stated, they should have re-estimated at that point in time, but they did not. That is an oversight on their behalf that was brought to my attention quite late in the process and is not a liability that falls on the client. They then took 6 months to finish the work, only scheduling services once I opened this claim.

  Additionally, I repeatedly requested over the past 9 months that an updated contract be provided as only an Authorization to ******* Services form had been signed and was acting as a contract. This document was insufficient as it was only for the drying of the space using fans and did not cover the full scope of work or project timelines. It also stated that work would be completed within 2-5 days of signing and neglected to include the required OCCB notices.

  With this in mind, I would like to request that ServPro ask for no additional funds from me, do not submit my file to their internal *************************** and I will use the remaining funds to complete any outstanding work elsewhere. We can then close this claim and go our separate ways.

  Condensed Timeline:
  1.     June 6th, 2022: Contacted ServPro about project scope after multiple attempts and unreturned calls.
  2.     August 11th, 2022: Initial on location consultation where Work Authorization form was signed for the scope of using dryers to try to dry out the space and to check          for asbestos in the event that drying wouldnt fix the problem.
  3.     October 10th, 2022: Resident moves out of unit.
  4.     November 17th, 2022: First consultation to initiate a request to get a repairs estimate after multiple attempts.
  5.     December 6th, 2022: Estimates were received from ServPro and immediately sent to homeowners insurance company for a approx. $86,000.
  6.     January 3rd, 2023: ***************** sends payment for $36,631.83, stating overages will need to be covered by HOA insurance
  7.     February 10th, 2023: Sent $2,779.17 to ServPro and began long process of getting the mortgage companys endorsement in order to pay ServPro $36,631.83.
  8.     March 1st, 2023: Began claims process through HOA insurance
  9.     April 6th, 2023: $67,408.28 paid to cover invoices #*******, #*******, #*******, #*******, and 50% of #*******.
  10.  April 22nd, 2023: Additional walkthrough performed with ServPro
  11.  May 1st, 2023: Finally able to contact ServPro to get a status update as no work had been done since November 2022.
  12.  June 24th, 2023: Confirmed insulation, sheetrock, and cupboards were installed.
  13.  July 10th, 2023: No additional work besides installing countertops done since 6/24; Silo provided a completion date of 8/7/2023
  14.  August 9th, 2023: Carpet had been installed but otherwise no progress had been made; toilet found broken and bathroom vanity damaged.
  15.  September 6th, 2023:  No additional work done even though all flooring & paint choices had been provided.
  16.  September 7th, 2023: ServPro ordered flooring and scheduled texturing/painting.
  17.  September 25th, 2023: Additional $10,000 paid to ServPro against invoice #*******.
  18.  October 6th, 2023: Pack back completed.
  19.  October 17th, 2023: Final site visit was scheduled 7 months after having paid 75% of all estimated work, including the 50% put towards invoice #*******.                     ServPro cancels as homeowner wouldnt agree beforehand to pay them the outstanding balance as services werent complete.
  
  Sincerely,
  
  Natalee Beaudet 

  

  Business response

  10/25/2023

  Hello All,

  We will no longer participate in going back in forth with *****************************. We are finalizing our billing as our work scope has been completed. We will send out final billing, and go from there with the customer. If the customer refuses to pay for the services that we have provided then we will hand file over to risk management. 

  Thank you for your help trying to facilitate this, but we will no longer engage. 

  Customer response

  11/13/2023

  please see attachment for current list of incomplete items.

  

  Business response

  12/05/2023

  Thank you for closing this complaint, as we here at Servpro strive to come to resolutions, but in this case it is impossible. We appreciate the help to resolve this. 

   

  Thank you,

  *****************************;

  Servpro of Southeast Portland

  ************

  

  Business response

  01/03/2024

  Hello All,

   

  Servpro of Southeast Portland has taken care of this as customer home has been completed 75 days ago. Customer has not reached out to us for past due balance owed. We have moved forwarded to get this resolved within Servpro. We no longer wish to engage on this with the BBB or *******************************. We have responded on multiple occasions, this customer has not told the whole truth. There has been no reasoning with her. I am unsure why this keeps going on as we requested for this to be dropped. ******* can reach out to our office directly to get this taken care of. 

  Customer response

  01/03/2024

   
  Complaint: 20478364
  
  I am rejecting this response because ServPro has yet to respond to the multiple inquiries made by the BBB and has now sent me an exorbitant bill without cause. ServPro is being incredibly untruthful and malicious. I have extensive documentation to prove their inability to manage a project and their use of intimidation tactics to squeeze money out of their clients and their insurance companies. I will not be paying them any more money and would like them to in turn compensate me for the thousands of dollars out of my own pocket I had to pay due to their unethical and disorderly conduct. 

  If ServPro would like to communicate further, they will need to first respond to the inquiries sent to them by both the Resolution Specialists and Resolution Assistant Manager.

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

  

  Business response

  01/25/2024

  Hello,

  Lets go ahead and have a mediation in efforts to get this resolved. Thank you, please let me know as when this can happen, and we need to at least schedule this with advance notice.  

  Customer response

  01/26/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  Feb. 12 and Feb. 24.
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  _X_Mon. ____Tue. ____Wed ____ Thurs. _X_ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning _X_Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Regards,

  *****************************

*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. ↩