Complaints

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• Initial Complaint

  Date:03/24/2023

  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.

  - They have billed my Insurance for services never provided or accomplished. - they have lied and filed duplicate billing to my insurance company to reassemble a bed, that was already in the estimate and paid for note they disassembled and put in storage for the job. - they threatened to quit the job after pushed back on a plumbers bill when their employees used my bathroom and clogged my main septic line with baby wipes and roll upon roll of toilet paper. - they havent fixed a transition to the master bedroom that is a safety hazard. My daughter has already been injured by carpet tack strip. - there is a piece of door frame trim that wasnt fixed. - they over charged my insurance for a Vanity ******************** They charged for a vapor barrier that never went up - They have a bad habit saying one thing then doing another. - When I asked to speak with the owner of the company several times I wasnt connected or contacted with owner about concerns and redress of issues.

  

  Business Response

  Date: 04/12/2023

  Hello!  
  
  This is not a valid complaint. We have a file documented with the customers insurance company showing all the facts reported to USAA they are aware and know the dog damaged his transition/ carpet, they are aware we did not flush baby wipes down his toilet, they are aware the bed we put back together was only charged 1 time. They stated we have done our job and do not need to do anything further.
  
  On **** of that, insured still owes us $100 from his deductible. He  stated he is not paying because he said we should pay his plumbers bill of $100 deductible- again for something we did not cause septic backup, which was the original claim and owner stated this. Our workers dont use baby wipes, we also had a porta potty onsite.
  
  From file USAA notes:
  Insured is wanting carpet repaired that his dog had torn up.
  Insured is concerned about billing of a bed that has already been rebuilt and paid for. (This had been pre-authorized for a supplement we will not need to do this as we see it had in fact been billed.)
  We have collected the deductible. However,Insured deducted $100.00 for a deductible for a plumber he feels we are responsible for. Our understanding was this was already addressed and was told he was responsible for this. Pictures of trim and carpet have been uploaded for your records.
  
  We addressed all his complaints and worked with his insurance company, USAA, as well and they are fully aware of what was happening.  has tried to blame ** for using baby wipes that he testedand said were not his (they have kids and use them all the time, which caused the original septic tank backup) after it happened a 2nd time and tried blamed ** (we dont use baby wipes or their toilet) we had a porta potty onsite to avoid any further accusations.
  
  The bed was billed on the original estimate, we never double billed, we said we would add to the estimate if it was not on there and the adjuster noted the file stating it was approved- we only charged one time.
  
  The carpet and trim were damaged by his dog, pictures clearly show the scratch marks and torn up carpet.
  
  Unfortunately no matter how many times we respond or how many times his insurance tells him, this is not our responsibility, he will not be satisfied and is now trying other means.
  
  Thank you for the opportunity to rebuttal.
  
  Sincerely,
  Kara
  ************************************
  Vice ********** ********************
  ************  
  ***********************************
  *******************************
  
  

  Customer Answer

  Date: 04/20/2023

  Reject and rebuttal the response of **********************.
  
  A. My children are are teenagers, and no we dont use wipes. ************************** is lying.
  
  B. The ports potty arrived on the property after the sewer main  incident. We had moved out of the house on Feb 5. And used they did use the bath**** in my house. ******, and his crew even made the quip the second day into pack out that we are out of toilet paper. The Document from the plumber from Wolf to USAA states as much. Remember the service request was Feb 17 we had vacated the house Feb 5. It was only after this incident did service master provide a porta potty arrived later after the event.
  
  4. I also record my USAA Adjustor conversations, further USAA has dispersed additional funds to have the master Ed **** transition fixed due to workmanship standards an 11lb dog didnt eat the carpet. And for it to be a uniform line pulled up across the bottom of the door frame is absurd and physically impossible. As you can see by *************************** response they are grasping at straws. (Attached USAA Communications and Disperment photo.)
  
  What ************************* doesnt want to admit is her employees, recorded conversations I have On ****** and *** both audio and Via text messages undermine her response.
  
  
  1. The door casing they billed for still has not been repaired.
  2.The vapor barrier they said they constructed was never built.
  3. The Closet Organizer was never removed and reset.
  4. *********************** is being contradicted by her own manager *** as shown in the attached texts.
  5. Also the texts from ****** show they the duplicity about the Bed being reassembled.

   

  **********************
  **************
  **************
  - **********************

  Customer Answer

  Date: 04/20/2023

  Additional the first toilet incident of dec 20 was a blockage and backed up. No mention of baby wipes. again Mrs *************** makes up to obfuscate the reality and responsibility on her employees. 

  Customer Answer

  Date: 05/02/2023

  There was never a trailer or cargo container on my property this is more fraud. (please see attachment 1)

  Update  even USAA has asked to void the check sent. (please see attachment 2) 

  

  Business Response

  Date: 05/02/2023

  Hello,
  
  We are aware of the supplement items and have been in process of working on final supplements with USAA.
  
  Thank you for the opportunity to explain the process. With any insurance claim, the estimate is just that, an estimate. We upload the best picture of what the costs will be. This is reviewed and approved by the adjuster to begin the job. Once the job is completed we submit a supplement. A supplement is for items that ended up not being needed/done and items that were needed and added and or updated.
  
  We work with the adjuster on this and re-submit all documentation of the actual work completed. We already explained to the insured how this works.  For example, he keeps bringing up the bed assembly -we explained if we do it, we will need approval and bill for this extra work. When we did our supplement, we saw that our estimator had in fact added this to the original estimate submitted, therefor no need to change this from original- he was under the impression that we billed two times for this.It was only billed once. The reason you have a supplement is for this very reason and why we review the entire estimate for actual work done.
  
  We did our supplement review and uploaded it on **** to the adjuster, Clay ****** **************** recently pointed out that there were some items billed for that didnt happen, with regards to the dumpster and container items, he is correct and we have since updated and reuploaded with them removed. When our first supplement was done, these items were updated but missed in a different section of the scope to remove. None of this was intentional and we immediately updated the adjuster Clay ****** on 5.1 and reuploaded it with these items updated/removed. Again, this is an ongoing review with USAA to then come to a final approved scope of work. We dont intentionally miss things, or as put in writing to ** by the insured, commit fraud.  We work with the insurance company and insured via the insurance company to make sure all is correct. It should be noted that we also put in the supplement extra work (not part of the claim) completed by ** that we did not bill for. 
  
  The adjuster is also aware of the process and knows if there are any items that need updated, removed, added, that we work with USAA to come to an agreement. That is why we do a supplement, and sometimes multiple supplements. This is not a black and white estimate and is subject to change.We always work with our insurance company to come to an agreement on the final scope of work.
  
  If there is anything else, missed, it will be updated. Any refunds go back to USAA- Not the customer and any additional funds would be paid out for work done and not billed.
  We have never not responded to the insurance company and are completely willing to review items on the scope of work further as his adjuster is aware and knows we are working with them. The insurance company is also aware that anything not billed for and removed by ** can be done by another contractor as it is in everyones best interest to not have ** back at the job site as it will not benefit either party. The insured already stated that he has gone to the district attorney. We have continued to work with USAA in lieu of him to resolve any items on the scope that he is questioning, so Im not sure what more he is expecting. 
  
  For safety reasons, we will not go back onsite and USAA is aware of this and knows if the insured has things that he feels are not done,then they can hire another contractor through them to go out and fix these items as we have removed them from our scope.
  
  In response to the latest concerns brought up by the insured, I have addressed each one below:   
  - They have billed my Insurance for services never provided or accomplished.
  ***This is not true, there is documentation showing all the uploaded estimates and supplements, as explained in the above process.
  
  - they have lied and filed duplicate billing to my insurance company to reassemble a bed, that was already in the estimate and paid for note they disassembled and put in storage for the job.
  *** Explained above, never duplicated it.
  
  - they threatened to quit the job after pushed back on a plumbers bill when their employees used my bathroom and clogged my main septic line with baby wipes and roll upon roll of toilet paper.
  *** This was not caused by **, the insureds second loss was caused by baby wipes, per the assignment notes sent to ** Loss Description: My son at 750pm ran up the stairs to notify me the toilet was over flowing. The first cause of loss was from a clog in the sink and toilet.  Our employees do not use baby wipes, nor do they have them.  **USAA already addressed this and informed the insured this is not our responsibility.
  
  - they havent fixed a transition to the master bedroom that is a safety hazard. My daughter has already been injured by carpet tack strip.
  *** This was damaged by insureds dog, we already responded to this with photos as well. The insurance company is aware and it is up to them if decide to pay to have it fixed, and if they do they will not have ** be the ones to do it, they will have a flooring vendor handle it- Adjuster ***************************** is already aware of this as well adjuster Clay ******
  
  - there is a piece of door frame trim that wasnt fixed.
  *** Our sub did go back and put on the bathroom end cap trim piece. If this is a different one, then we will refund USAA - if that is requested by them, as again, we are working with USAA to resolve any items or concerns on workmanship.
  
  - they over charged my insurance for a Vanity replacement & Demo.
  *** We use the insurance companies estimating platform, XactAnalysis for all estimates and they give ** the pricing list and dictate prices to **. If this is considered an over charge, again USAA can let ** know and it will can be updated and refunded to USAA.
  
  - They charged for a vapor barrier that never went up
  *** This was in the original estimate, it was not used and was updated on the supplement and removed.
  
  They have a bad habit saying one thing then doing another. - When I asked to speak with the owner of the company several times I wasnt connected or contacted with owner about concerns and redress of issues.
  *** We have addressed all concerns as theyve been brought up and updated USAA as we have tried to resolve all issues. The customer has already opened 2 issues with USAAs *************************** and we have been in complete compliance working through them in response to the insured and following the processes we are supposed to per USAA guidelines.
  
  ******************************
  ServiceMaster of Alaska
  CC: USAA
  
  
  
  
  

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19850796
  
  I am rejecting this response because:

  As of this minute they keep rewriting estimates. I am going through this with USAA line by line. *********************** is engaged with obfuscation and out right falsehoods.

  1. *** the manager made claims I threatened to hurt him. My partner who was present remembers that he offered to by me dinner and shook my hand on 3/17/2023. *** and Texted last night and he again was caught lying. He even offered to have a conversation with me on Friday. Today Service master has submitted two additional estimates 

  1.they billed for a base board in the linen closet never installed or painted. Attached photos and estimate. 

  2. I have filed a complaint with the state attorney general regarding the fraud. They claim a trailer and two cones containers where on my property they werent even the subcontractor said they couldnt get them up the driveway. 

  I have been able to down load and read all of *************************** dribble, but I will file a detailed response this evening when I digest it. 

  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 05/03/2023

  Hello, 

  Thank you for the information. We are already continuously working with USAA regarding the final estimates and any refunds that will go to USAA direct for anything else that needs removed or added from the original estimate, as previously explained. 

  The insured has already opened Issue's via USAA's issue resolution team and we have been in compliance working with them to address any and all concerns. 

  Respectfully, 

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

   

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19850796
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************

   

  They continue to file fraudulent claims and make inaccurate statements, they are not in compliance, and the evidence in the fact they submit claims, I am sent them to review and each time its more fraudulent claims. The question is when is the threshold of legal fraud reached.

  Customer Answer

  Date: 05/04/2023

  More frauds from the May 2nd 2023 this is after they stated they were working with USAA to revise the claim they submitted another fraudulent claim.

  **********************
  **************
  **************
  - **********************

  

  Business Response

  Date: 05/11/2023

  These are the estimates and responses to the insureds concerns that have been reviewed with both adjusters and the conflict issue resolution team, which was appointed by the insurance company due to the insureds request to file an issue on both claims. They stated that was all they needed from ** and will update the insured.