Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Servpro of Tacoma come out to dry my living room from a leak that originated from the bathroom and flowed into my living room. This happened on Saturday November 2nd. They did come out that day while I was at work, but they played on my emotions and the urgency of the situation. I told them to let me know what they were going to do before they started working. They had me sign a couple of forms without explaining the significance and intent of the forms. All they said was that I needed to sign these forms or they wouldn't be able to come out that day and it would have to wait until when they could give me an estimate on Monday. The carpet that was effected could not wait to be dried until Monday. In those forms was a release to work form. They started tearing apart my house without letting me know what they were doing. They even went and tore up places where there was no water damage. They tore my base boards off and left them in unorganized piles all around the house. They put drying equipment in rooms where water never even went into. There workers were unprofessional and left my house in a mess. Just for them to tear up my house and leave their drying equipment for 2 days and not put anything back was $3672. When I got in contact with the owner was super unprofessional and accused me of lying. He implied that I should just have my insurance pay for it and to stop worrying about it, which is not his decision to make. Then he offered me a *************************************************************** the face. I paid the invoice because I thought that it was the best deal I could get.

  Business response

  12/04/2024

  It is unfortunate that Mr. ****** has decided to pursue this course of action. As Mr. ****** acknowledged, he reached out to us for service, signed all necessary paperwork, and requested that we arrive on-site as soon as possible.
  While we respectfully disagree with Mr. ******** version of events, we want to emphasize that his primary concern was the removal of some trim, which we credited back to him. We understand that receiving an unexpected bill could be frustrating, and we recognize that, in his position, many customers might question a $3,500 charge if they had expected an estimate. However, Mr. ****** was offered a discount, which he accepted, and he then paid the invoice in full without further issue.
  In his most recent email to us, Mr. ****** expressed appreciation for the discount provided. At no point did Mr. ****** request an estimate, which further underscores the nature of our agreement, and the services rendered.

  We trust this clarifies the matter, and we remain committed to resolving any outstanding concerns

   

  Thank you

  The Staff at Servpro of Tacoma

   

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