Complaints

This profile includes complaints for ServiceMaster Restore of Edmonton's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ServiceMaster Restore of Edmonton

  12240 142 Street N.W. Edmonton, AB T5L 2G9

• 

  ServiceMaster Restore of Edmonton

  12240 142 Street Edmonton, AB T5L 2G9

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:05/04/2024

  Type:Billing 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.

  Our insurance hired Service Masters to help with a small flood - two rooms.- They padded the bill and i have been fighting them about it since. Hual debris - nothing was removed from my location, not even a piece of paper. I was charged $92.91 for this, and when I inquired, there was no explanation. You charged me 2 people 1.5 hours to pick up 9 machine ( which were not needed based on the space) you were in my location for 15 mins, and I had to email you to ask for them to be picked up as no one came back and then was charged for 6 days when it only needed 3, which was discussed prior) You charged me 3 hours for moving 2 filing cabinets and a shelf to the next room, I am the one who moved them back it took me and one other person 15 mins to move them back. There was zero packing or boxing done, and one cabinet was empty. When I asked why I was charged for 3 hours, I was told you add in drive time, and your location is 15 mins from mine. I have been fighting this for the last 10 months, you have not provided a revised bill with the actual charges or an explanation (because you can't) and then you sent me to collections, you Padded the bill because initially insurance was going to pay it.

  Business Response

  Date: 08/04/2024

  Hello, 

  ****** contacted us on April 14th, 2023 in need of help with a water loss. We completed the emergency work on April 19th, 2023. On Oct 16, 2023 our Project Manager emailed ****** asking for payment. We followed up again on Nov 22, 2023 since we didn't receive a response from the email sent on Oct 16. ****** replied asking for a copy of the invoice which was sent the same day. ****** didn't agree with some of the charges so our Project Manager explained these charges via email. On Nov 27, 2023 our Project Manager asked ****** how much she would like the invoiced to be reduced by, again no reply. We followed up again on Nov 29, 2023 and Dec 19, 2023 with no reply to any of these attempts. Finally on Dec 28th after our Project Manager called and emailed, ****** replied stating we are price gouging. 

  Since we asked ****** how much a reduction she was looking for with no reply, ignored several follow ups and the amount of time it has been since our last day worked on site, we are no longer willing to reduce our invoice. We have carried these costs for 1 year now and have now lost all profit on the project. We expect to see payment in full by April 12, 2024 or we will be reaching out to our collections agency and applying interest. 

  Thank you

  ****** *********** 

• Initial Complaint

  Date:03/04/2023

  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.

  I hired Servicemaster on Nov 19, 2022 to do emergency services. My security system that controls 4 cameras around my property was unplugged while they were working and never reconnected. I emailed to Their project manager ******** to find out who gave authorization to disconnect the security system I never got a reply. I went to look at my place, noticed the unit was nowhere on the property. The refrigerator was left unplugged and the food inside all spoiled. Out roughly $1000 For that. They dealt with all of the contents and mixed uncontaminated contents with contaminated contents. My tenant was uninsured and was trying to salvage some of her belongings. They removed the lower kitchen cabinets and I told the project manager not touch them. Was billed for time and materials. They went to disinfect / power wash and billed for 3 people, 24 hours but their machine broke and it never happened. I hired another company and paid $1160.25 For the same service they billed for. Have 4 witnesses claim they saw workers standing around for extended periods. I sent in a $5000. Deposit for the work to start and expected some of it back because of how little work was done. I’m a journeyman carpenter and have been doing construction for over 25 years and know how long tasks take. They billed me for 174 hours and $6085.21 on top of the deposit. The full scope of this job including the repair could easily be done in this many hours. I’m shocked to see how they took advantage me when I wasn’t there to oversee the work going on. Fortunately my tenants were able to log actual hours done and see when they were coming and going. Sent from my tenant ***** ******* Ok here is the info we have: Nov 22nd. Arrive at 10am—left at 4 3 workers on site Nov23rd arrive at 9 left at 430 3 workers Same for Thursday. Then back again on the 5th of December to finish demolishing. 3 for 5 hrs. (Was billed 3 x 8 hours for pressure washing no disinfecting done) Regards, **** *****

  Business Response

  Date: 02/05/2023

  We discussed and resolved the issue of tenant vs landlord and the fact that as he is the owner of the residence and did not furnish the residence, **** cannot insure the contents in the property.  All items owned by the tenant are legally the responsibility of the tenant and we would need to have approval from the tenant for content manipulation (this includes sorting, cleaning, and listing of any items).  We discussed that we are legally responsible to leave the residence in a safe manner, which includes removal of any hazardous materials (anything affected by sewer damage) and removal of construction debris (including removal of exposed nails, staples, etc).  We have requested documentation for the third-party power wash and sanitization.  **** indicated that the appliances in the kitchen had been moved and it appears there is damage to the rear feet on the range, we’ve requested information on the range to possibly replace these feet.

   

  Thank you,

   

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

  ServiceMASTER | Executive Assistant

• Initial Complaint

  Date:14/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Service Master (SM) was selected by the building to conduct repairs after a flood. I initially worked with SM's vendors, but they had issues with availability/unclear pricing. I opted to buy flooring from *****; it was installed by ****** **** ****** for SM. Within a day, the floors began to buckle. (pics attached) I reported the issue immediately. A SM employee showed and allowed me to screencap an e-mail wherein ****, the project manager advised falsely that my insurance only covered part of the work and that aesthetics did not matter. (pics attached) I had to advocate for myself as SM, mostly ****, were uncompromising in their approach, despite their own scope of work showing otherwise. This exchange was related to the painting, but highlights the lack of intent to do a reasonable job. SM was not adequately keeping track of the scope and quality of work. SM came for a meeting about the floors and blamed defective product. They made it clear before the meeting that this was their position. ***** disagreed and I disagreed. The meeting was fake pleasant with promises that I would not be left in the lurch, but I never heard from SM again until they wanted money. I advised them that the problem still existed and they did nothing. I had another company take a look and they put in writing that the flooring had been poorly installed (too tight + bad cuts, attached) There was a remaining balance of $943.12 on the bill that I refused to pay given that the warranty was not honoured. At no time have they offered a resolution. I had to pay another company to redo the work when shoes became necessary to walk safely in my home. SM has sent the file to collections. This dispute has caused me stress, embarrassment, cost in redoing their work, and damage to my credit. The file is active with collections who have been in contact with SM as recently as today. I just want them to remove their claim as they made no effort to honour their warranty or resolve the problems I reported.