Complaints

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 3/20/21 my tenant's garage and most of the living quarters burned became extensively damaged by the fire, smoke and or water. ServiceMaster GB was hired per my insurance company, Stillwater. They did mitigation and they removed all of my personal belongings from my side due to smoke and water damage, placed the salvageable items in their storage facility. Since then the work they have completed is of subpar quality, below industry standards. They held my storage contents hostage for over 31 months bc I refused to sign Certificate of Satisfaction at first, then the release of liability. They were harassing me trying to get me to sign. I wanted my personal belongings back (including my DW drums and throne that they removed from my home after the fire)which in Oct 22 they were willing but place still smelled like smoke. I hoped I could move back into my duplex on the new side and get my life back. I had to live with my friend bc my insurance quit paying for my rental where I stayed since 4 months after fire. A few weeks ago **** from ServiceMaster told me they would bring my drums(I've been concerned and asking about my drums since the fire and I was reassured often that they're safe in "climate controlled stoarge") back and then I would sign release of liability and the very next day they would deliver all of my storage items!!! They(**** and ****) pull ** in a tiny car and get out. I said right away "my drums are not in there" **** replied "we can find them" Obviously I'm devasted by that news plus the fact that ServiceMaster got paid over $293,000 to fix and clean my home and neither has been completed. Many issues need to be fixed including electrical, floor cracking when walked on, ceiling cracked and sagging in places etc Also, 2 bedroom windows where I sleep never got replaced that were literally right next to the garage that burned. The windows do not seal or lock and leak! Toxic black mold present, I found out on Saturday. More issues than this...

  Business response

  10/26/2023

  Servicemaster exhausted every possible resource to rectify any and all mitigation concerns. Very unfortunate that the timelines were so lengthy with payment. Documents and photos conclude all items have been returned and customer has signed a Certificate of Satisfaction. 

  Customer response

  11/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear.  

  I have NOT signed a certificate of Satisfaction because of many on going issues that ServiceMaster said they would come back and address like the bedroom windows that they should have replaces that have toxic black mold in the bedroom where I sleep. The basement was never cleaned, painted or shellac applied. The washer in the basement and walls have black mold present.  The driveways were paid to be redone along with a new refrigerator and set of patios blinds.  A lot of my storage items that they held hostage for over 30 months are ruined. They went thru my boxes and rearranged things, put a heavy metal axe blade on top of glassware, broke some of my Grandma's ***** dishes. I could go on about many issues related to subpar work that was done. Very low quality windows and not much insulation on my duplex from build. Originally cost $121,000 final cost  over $293,000!!!! There is electrical issues because they did not replace either breaker boxes in the basement that were soaked by water from fire and then when they let pipe burst in upstairs bathroom due to not having thermostat set high enough and basically no heat on side that burned causing water to run downstairs into livingroom on not burned side. The ceiling sags were they tore out rafters bc of charing.  Windows installed incorrectly.  Caused me to get a lein on my record bc they purchased a window and didn't pay for it.  I have endured harassment bc I refused to sign Certificate of Satisfaction so they refused to deliver my storage contents.  They said I signed the *** in response to this complaint which is 100% not true.  Next they told me they would bring my DW drums back then I would sign release of liability and they would bring my storage contents back to me the very next day!!!! Theybshow ** in my driveway WITHOUT MY DRUMS STATING THEY "CAN'T FIND THEM"  AFTER I WAS GUARANTEED THE WHOLE TIME THEY WERE SAFE IN CLIMATE CONTROLLED STORAGE UNIT!!!! They finally brought my Storage contents back after my insurance agent called and stated that stoarge had been paid in full for several months. They had no right to keep my personal belongings for over 31 months since date of fire 3/20/21!!!! There is so much more that I have to say. They have lied to me, harassed me and now are lying about me signing the ***!!!! Obviously I'm not satisfied!!!!! I'm not the first person they have done this to..How are they getting away with doing this over and over again.  Come fix my duplex to as similar to before fire like you state on ServiceMaster website!!!!!

  
  Regards,
  
  *****************************

• Initial Complaint

  04/25/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Service Master Restoration out of ****** was unable to meet our flooding needs, yet confirmed they could and failed to deliver. Our basement flooded with a foot of water over a mixed storm of rain and snow this early spring 4/1/23. They couldn't meet our needs to pump out the water to fix the sump pump and the basement reflooded for the 2nd day in a row. They left us without removing the water as understood and informed they could. By the later hours that evening the water continued to rise. By the middle of the night the over foot of water level took out the furnace and the temperature continued to drop. I went out early that morning and purchased my own pumps. They returned the next day. I kicked them out, did the work myself and had the water under control to get a new sump pump installed by 1:00 that afternoon. To then also have to pay to get the furnace fixed. We called them back that day to see if they could then dry out the wetness the next day. They did come in the morning with fans and dehumidifiers to soak up the moisture. I called to ask them how much this was costing and they priced me @ $700 for renting their pumps for half a day and then an additional $5,500 for the remaining clean up. I kicked them out again and had them pick up their fans and dehumidifiers the next morning. Still being charged $2,500 for a very poor service.

  Customer response

  05/08/2023

  Hi ****, I wanted to reach out to see where we are at on this process? I also wanted to inform you that we have been contacted by service recovery to pay our bill. We are waiting on this process before moving forward with payment. I don't want to get penalized with more costs from Service Masters for late payment. 

  
  

  Thanks,

  
  

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

  
  

  
  

  Business response

  05/16/2023

  Project Manager is going to call the customer to discuss the invoice.  Once that discuss has been had then I will update the compliant.

  Customer response

  05/17/2023

  [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 the resolve on this complaint is dependent on what is discussed about billing from Service Master. I have included a complete report of the events that took place with this complaint. This resolution is not complete at this time until they accept their failure to deliver and significantly reduce charges. Please refer to the complete report to understand that they are scamming us as clients. 

  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  01/02/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Service master was contracted on June 2, 2022 to pack out and restore my homes contents due to a fire which occurred on May 26, 2022. My primary complaint is on July 25, 2022 I submitted written notice to terminate my contract for services after viewing my items in Servicemaster storage still with visible soot, smellable smoke and had not been cleaned.This was after the servcemaster franchise owner ****, stood in my driveway yelling at my family and threatening to leave my home and not continue contracted services. Servicemaster is requiring me to sign a letter releasing them of liability which is outside the scope of my contract for their services. Servicemaster priced gauged for their services and submitted multiple invoices with storage fees from ************************************************* May of 2022. Their errors grossly extended the timeline of my items in their storage, of which Ive continued having to pay for.Service master and my home owners insurance negotiated an invoice amount, of which was paid in full in October 2022. (I dont have the exact date but can get it if necessary).Service master is holding my sentimental personal items hostage and will not release them until I sign the letter releasing them of liability. Again, this letter requirement is not outlined in the initial contract that I signed on June 2, 2022.I want to pick up my items and try to salvage whats left of my belongings.Any assistance you can provide would be amazing.Corporate servicemaster has been involved and my home owners insurance has terminated any future work with this specific franchise of servicemaster due to their extremely unprofessional work on my home.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Dispute: Service Master ordered carpet without my authorization. Included is the only contract I have signed. Page 3. 13 a. Projects under $10,000 are paid in full PRIOR to materials ordered and labor started. I made no payment. I signed no draw schedule. Service Master ordered carpet/pad anyway. When asked why they ordered it without payment, another project manager stated they just do that so the customer does not have to wait. They are now holding me responsible for cost of product. Service Master has now refused to complete job. They waited 2 weeks before notifying me of non completion of job. I found out when they responded to my insurance agent re-emailing the approved/agreed upon estimates. It was then that they responded with refusal to complete. Now, they are threatening Lein process (enclosed is the letter with, for once, a correct cost invoice plus an invoice for finance charges due to overdue) Enclosed are the most recent emails sent/received PRIOR to obtaining Lein notice. I have asked multiple times for even a correct invoice and I have received three invoices for carpet with different numbers. They continued to ask my insurance company for more money and kept increasing the price/cost. I asked multiple times for clarification on cost and numbers and never got a straight answer. At one point, the project manager stated he was going to charge more money just because of the hassle. I have been threatened multiple times regarding Lein process and collection agency. My boyfriend has been yelled at by the project manager. I have stacks of papers/emails/insurance estimates that were agreed upon. Service Master could not provide me with simple facts. Their numbers never matched up with what was agreed upon with my insurance company. Check #1 and Check #1 plus my deductible should of been the total. I stated this. They could never explain their cost and numbers. No trust! I should not be liable for carpet when I did not sign or authorize purchase. Help.

*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. ↩