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:14/02/2025

  Type:Product 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 House was damaged by Hurricane Fiona in September 2022
  
  Servicemaster Restore were appointed by the insurance company to facilitate the repairs
  
  The repairs started in February 2024 and took around 2 months
  Our contents were safely packed by Servicemaster and stored.
  At the end of the restoration in March 2024 Servicemaster arranged a meeting with us at our home to discuss the unpacking of our contents.
  S*** ********* the General Manager and J*** ******** from Servicemaster attended. They explained they were extremely busy and didn't have anyone available to do the unpacking
  They proposed that if we were happy to do them a favour by unpacking ourselves, then Servicemaster would pay us whatever was in their Budget to compensate us for our time.
  They sent a copy of their spreadsheet and the Pack Back amount came to $5059.59
  We thought this was a fair solution.
  Our items were returned to us in approx 75 Packing boxes and we completed the work as agreed. It took about 10 days to unpack.
  
  On completion we contacted S*** ********* to inquire as to how they were going to pay us for our time.
  
  S*** *********1 refused to pay, denying that the conversation ever took place or that there was any agreement.
  
  Had we known there was no payment, from Servicemaster then we wouldn't have agreed to their proposal.
  Servicemaster had been contracted by the insurance company to complete the work they had quoted for.
  
  We are asking for this compensation to paid in full $5059.59
  
  I attach the Spreadsheet from Servicemaster, detailing the Pack Back amount
  I also attach a letter forwarded to Servicemaster Head Office from which I have not had a reply

  Business Response

  Date: 25/02/2025

  The comments from this customer are completely false. We provided the customer the option of us unpacking all of the boxes with our own staff. If we had of unpacked the boxes we would have charged the insurance company our hourly rate for the time our staff worked on unpacking the boxes.

  We advised the customer that if they unpacked the boxes themselves than they would have to present there hours to the insurance company and they could discuss compensation for there time with the insurance company. 

  The customer decided to unpack the boxes themselves so when they asked about compensation i advised they would have to speak to the insurance company and present there hours to them. 

  We did not charge the insurance company for unpacking the boxes as we simply did not do the work. We did nothing wrong in this situation and we will not be paying the customer for something that we did not get paid to do as we simply did not unpack the boxes. If the customer has not been paid for there time unpacking the boxes than that is between the customer and there insurance company. 

  Customer Answer

  Date: 25/02/2025

   I am rejecting this response because:

  I dispute the statement that "The comments from this customer are completely false".

  It was S*** ********* and J*** ******** who initiated this proposal

  They said they were so busy that they didn't have the staff to do the unpack and that if we would unpack ourselves, we would be doing them a great favour.
  

  After we agreed to be imbursed for our time we completed the work.

  At no time did we receive any communication from Servicemaster that they had decided to renege on the agreement

  The insurance company wouldnt pay as us to unpack as the agreement was between Servicemaster and ourselves
  

  I provide copies of the email train from J*** ******** who indicates
  that both he and S*** ********* were aware of this agreement.
  Highlighted in Yellow.

  On 15th April 2024 J*** ******** asked how many hours S**** had spent unpacking

  on 12th April 2024 **** ******** wrote "
  Thanks P***** yes S*** did mention about estimating our
  hours and sending that to B****…I will do that this week".

  We previously included that estimate of the amount Servicemaster would be invoicing the insurance company
  

   
  
  

  Business Response

  Date: 25/02/2025

  I can confirm that the insurance company has compensated the
  customer for their time unpacking the boxes as per a discussion with the
  adjuster. Under no circumstances did I ever tell the customer that
  ServiceMaster would pay them directly based on the budget figures in our
  estimate.  
  
  Also, we were busy at the time, but we were more than
  willing to unpack the boxes. The offer to unpack was always an option. The customer
  decided to unpack their own boxes.

  
  

  Customer Answer

  Date: 01/03/2025

   I am rejecting this response because:

  Our recollections of the discussion, and the agreement made between ourselves, and **** ******** and S*** ********* differ in their content

  I don't have much to add, the circumstances of this complaint in my opinion are very clear

  To summarise:

  Our recollections of these events are very clear. The proposal that Servicemaster presented, was that we would unpack our own belongings.

  Servicemaster explained they were very busy and simply didn't have the staff to move us back in, hence their proposal. We would not have chosen to unpack ourselves
  

  Upon receiving the spreadsheet from Servicemaster we were clear about the amount of money Servicemaster "had in their budget" to compensate us for our time. in order to move things along and to "do them a favour" we agreed to their proposal
  

  I can confirm that we have not received the amount agreed with Servicemaster for unpacking, from the insurance company.

  I refer to previous submissions as evidence that these discussions took place
  

  
  
  

• Initial Complaint

  Date:19/01/2023

  Type:Customer Service 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.

  had Servicemaster here to do some major renovations in my home, I expected some delays with it being completed which was fine. My issue is the bill i got for the extra work not included with my insurance claim-I stressed nonstop how important it was to stay as close to that budget as possible they made absolutely no attempt to communicate these costs as the work was being done and i was given a bill that started over $7000 that went down to just over $6000 and they are still arguing with me telling me that they’re going to put a lien on my home if I do not pay it within 30 days I have sent photos of the paperwork I have sent full details of what does not belong on that bill including things that were never in my home to be removed in the first place, items that were included in my insurance claim that were no part of the extra work, work that did not happen, items that were required for the work included in the insurance claim they added to my personal bill, The extra time for how delayed things were because of various different reasons should not have been added to my personal bill but it was. their manager has been extremely rude about the whole situation stating I don’t know what you’re looking at but that’s not what’s on the bill even though I sent photos of exactly what they handed me one on my property.. I told him I was going to report them for fraud he is insisting it is not fraud however if you are billing somebody for work that was never done if you were billing somebody for removing items that never existed in the first place and billing them for things that was included in the cost of an insurance claim that was approved that is 100% fraud. they are refusing to correct the mistake and remove the items from my bill so I will be contacting a lawyer

  Business Response

  Date: 31/01/2023

  We have discussed this project with the customer and revised the invoice as there were errors in the original invoice and all items were addressed with the homeowner. We had open communication with the customer from the moment she presented her concerns. The revised invoice has been paid.

   

  Please feel free to call me to discuss any further details 

   

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

  *** *** ****

• Initial Complaint

  Date:02/10/2022

  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.

  On 15 Nov 2021, we contracted ServiceMaster Restore to remove and rebuild a faux chimney on our house. The bulk of the work was completed over the winter of 2021-2022 and on 8 Feb 2022 we paid in full ($19,766.89) for all work completed to date. The only outstanding work was a small amount of painting and the caulking around the decorative stones on the chimney. The caulking can only be completed when the outdoor temperature is above 10 degrees Celsius, as noted by ServiceMaster Restore on the interim receipt.
  Since 14 Jun 2022, we have been contacting the Project Manager repeatedly via phone and text to schedule the completion of the work. While the painting was completed, the caulking has not been commenced. We are concerned with the temperatures dropping again, that the work will not be completed this year. Of particular concern are some of the decorative stones which are not securely fastened and require the caulking to help keep them in place.
  We are including the initial Certificate of Authorization (contract) for the work to be done, proof of payment to date, and the acknowledgement of the work remaining, which is the caulking.

  Business Response

  Date: 24/10/2022

  Hi ****,

   

  With *** out on medical leave, hurricane cleanup still in full swing, people out sick and shortage of skilled labour,  every contractor I spoke to are struggling in maintaining any control on priority as everyone has a problem that needs attention today.  In saying that, I can’t change how we got to here all I can do is facilitate getting the last 10% of the job complete and  I’ve asked our General Manger, **** ********* to make this happen either tomorrow or Friday/Saturday. All days are to be dry and warm. 

   

  I’ll advise once I know more.

   

  ******

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