Complaints

• Initial Complaint

  03/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  First account manager took weeks to respond to each email asking when we would get a site assessment, cost estimates, could start work. Eventually I was told he was no longer working there. Finally got a job site manager, received quote, it had several incorrect calculations and charges for work not needed and already completed privately. We gave a substantial deposit for work to be done to fix the closet and floor damaged from the leak in our roof, have the room painted and new carpet laid. I had to continually follow up for weeks before we could get the work done. Work was incomplete, our subfloor is not level nor insulated properly. Paint work completed carelessly, paint on our furniture. A job I was told would take 2-3 weeks took 3 months. Decided not to have them handle carpeting, can't get back money not spent for carpeting per quote. Provided detailed accounting of costs and deposit, contacted them and corporate offices at least a dozen times, they offered a much smaller refund with no explanation or accounting of the proposed refund. They refuse to respond to me.

  Business response

  04/14/2023

  We are in the process of trying to reach out to our customer to get this issue resolved.
  
  She is complaining that we charged her for carpet but we did not.  I am forwarding a copy of the invoice to her so she can review it.

  Customer response

  04/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I went through your document and compared it to the document given to me for sign off when the work was to start.  That document is the one I used for my previous costs, and how I calculated the amount I believed to be owed.  I put all of those details in an email, a full explanation line by line, and no one ever responded to me.
  
  I did the work again and compared to your new document. I do see the carpet and carpet pad were removed.  I do not understand why there are Grand Total Areas for the main level, no work was performed by Servpro outside of our bedroom, and all of those figures are much higher than on the original quote.  There is a new item on what I assume is your final total page 7 labeled Floor Covering - Vinyl that is not correct.  There was no vinyl floor covering ever in my bedroom; we walked across plywood for weeks while we were trying to resolve the carpet issue.  When your men left there was no vinyl floor covering laid or removed, you never provided it.  It is not listed anywhere in the pages before it that provide details for each portion of the work and supplies.  This should be removed from the final bill.
  
  Please respond to me once you have had a chance to review.
  
  ***********************
  
  Regards,
  
  ***********************
  

  Business response

  04/25/2023

  I reviewed your reply, and I would like to reply to your questions. 
   
  We are required by insurance companies to sketch the rooms.  There is a grand total of all areas, because that is the total areas of the sketched rooms.  Our software is geared towards insurance companies and can be odd to understand.  This does not mean we performed services anywhere else.  We just sketched those areas.  The only sqft we performed services in is the amount next to the numbered line items. 
   
  There Floor Covering vinyl is a category, not an invoiced line item.  Something in the estimate is under that heading as a sub item.  It does not mean that there was vinyl floor covering, just that it listed that under that heading.  No vinyl floor was performed in a numbered line item so you are not buing billed for that service.  There is a labor minimum to cover some of the line items, and this is built in to create a minimum we charge to cover the procurement of the material, travel time, setup of materials, and breakdown each day. 
  
   Hoping this helps us get paid for the balance owed. 

  Customer response

  05/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I apologize for the delay in response, I was away for 8 days for work.  The explanation of the 'Vinyl Floor Covering' is not acceptable.  There is no heading or single line item anywhere in the estimate I was given related to or referencing this as she noted.  Also she is asking for me to pay the balance owed; I do not owe a balance, my claim was to get the overage I paid for work not completed. She must have me confused with another client.
  
  Regards,
  
  ***********************
  

  Customer response

  05/18/2023

  Hello,

  The last response on this complaint from the ServPro individual was not satisfactory.  There was a new line item for Vinyl Flooring with charges that never appeared on any of the previous quotes we had received, and her explanation was not correct, we never had a line item for this and never had any vinyl flooring.  She also asked that we can finally resolve this and pay them the balance due, when we do not owe them anything, they owe us a refund.  She has not responded to my response questioning these statements.

  I attached the final estimate we were working from for the work being done.  Also attached are two email threads I had with them regarding getting an estimate, revising based on their incorrect entries, getting the work scheduled and completed, explaining what I felt we were owed as a refund, and my frequent follow up commincations trying to resolve this.

  If you have any questions, you can email me or call me ************ (landline) or ************ (cell.)

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

  Business response

  06/02/2023

  Here is our response to the customer's complaint:

  1)  We did not use any vinyl flooring - attached is a copy of the current estimate/invoice in the amount of $4845.89. The customer paid $5200.00 less $4845.89 = credit $354.11.  We will be glad to send her a check.

  2) The grand total is the total square footage of all rooms sketched.  The line item shows the amount of square footage of work completed for that line item in each room.  Just because we have the room sketched, does not mean that we did work on all of those areas totaled.

  I hope this answers the customer's questions.  Let us know and we will issue a refund check in the amount of $354.11.

  Thank you,

  Customer response

  06/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  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 this resolution is satisfactory to me as far as a refund. This does not address the unsatisfactory work done, my floor still slopes and is not level.
  
  Regards,
  
  ***********************
  

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