Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:15/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022 we had water damage in our bedroom, and we hired Servpro to do repair/mold remediation. We were left for months without use of our master bedroom and when repairs were completed in Aug 2022 there were major issues with dry wall and they admitted they did not do the job correctly and sent out someone to repair and apologized. They alleged that they fixed where the water was coming entering, addressed the mold, fixed their poor work with the drywall and the bill was paid in full. I thought the nightmare was over but started to smell a slight musty smell in Oct 2023 and reached out as we didn't pay thousands of dollars for the issues not to be correctly repaired and asked for someone to please come inspect the work. Our emails and concerns were ignored. Not even a reply. Fast forward to this year and with increased snowmelt and rain the moldy smell in our bedroom increased in the same location work was done. I have reached our multiple times and no reply. In an unrelated issue, our condo had a roof inspection and it was shown that there was a shingle missing from the area the leak had occurred and there were holes from scaffolding that were not properly sealed/improper sealant was used (all in the area where Servpro indicated they had completed the repair). I have contacted servpro many times and no response. Horrible experience and even more stressful to think of the costly work that will need to be done to address their improper repair.

  Customer Answer

  Date: 15/07/2024

  We hired and paid the invoice (husband paid). Then were reimbursed later through the Condobord. 

  Business Response

  Date: 15/08/2024

  Just as an update, we contacted the customer and went to their home on July 22. While there we met with the customer in the room in question. We did not notice any smell of mold. There are a large number of plants in this room and we suggested that perhaps the odor was coming from the plants. We did cut a test hole in the wall in question to explore for mold behind the wall and found none. We also cut through the vapour barrier to investigate the insulation and wood behind the vapour barrier and once again found no mold. We showed this to the customer. As the customer had an air quality detection machine we asked her to run it in the room (and other places in the house) and call us back if the machine detected any mold. We have not heard back from her. We will call her to see how the testing went.

  Customer Answer

  Date: 15/08/2024

  They did come by and were there only a few minutes, denied any smell of mold. I had to request they at least cut a small whole in the dry wall. They told me they would charge me $350 to send out someone to open up the wall properly to assess where the original leak was (the small whole in dry wall they made did not show much). They told me they didnt want to make me unnecessarily open up the wall) and told me to look at testing for air quality. I had a device but turns out it doesn't look at mold. The cost to get a proper test would be $400. So i emailed them back, see attached email, to get clarification, and have not received any response. I want assurance if they do open up the wall and find mold, I will not be charged the $350 and they will remediate.