Complaints

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

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  SERVPRO of Birmingham

  PO Box 1327 Pelham, AL 35124-5327

  
• 

  SERVPRO of Birmingham

  2000Huntley Pkwy Pelham, AL 35124

  
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  SERVPRO of Birmingham

  40774 Highway 31 Brewton, AL 36426

  

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:11/20/2024

  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.

  Servpro came to my home and gave me an estimate of $5900 to clean the house of smoke residue. The main complaint involves with this company is presenting 2 invoices to with some same charges listed on both. both invoices total more than $10,000. Some task were listed on both invoices I feel I have been doubled charged for the same things twice. I have expressed my concerns to the administrator and have left several messages for the owner to return my call. The company had disregarded my valid concerns. I have received multiple text emails and voice messages that are threading me they will take steps to make sure I send them all the money. This double billing problem has not been addressed in a professional manor. plus the owner has made no effort to show any interest in my valid concerns. I feel disregarded and have been talked down to and treated as if I am not intelligent . On a phone call I was told that that I just better start telling the truth and send them their money. She accused me of being a lier that I am not listening to what is being said to me in very simple words and that she has been doing this for many years and knows what she is talking about and has had my kind of customers before. Collecting deliquent invoices from people like me before. I have has my character attacked. I did send a cease and desist of the assistant contacting me and put in writing request to review my concerns with the owner. The owner never contacted me. But my cease and desist demand was ignored and I have been contacted after that request of C&D was submitted by the assistant that has accused me of being a lier I put in the C&D a request for the owner to lease contact me. I continue to be contacted after the C&D.

  

  Business Response

  Date: 11/21/2024

  Thank you for taking the time to share your feedback. We have carefully reviewed the concerns you raised about potential double billing. After our investigation, we have confirmed that no double charges were applied to your account. The charges in question were reflected on two separate invoices due to the specific scope of work performed at different stages of the project. Additionally, we have communicated with your insurance provider, State Farm, who confirmed that they processed payments for both invoices, ensuring all charges were covered.

  We understand that this situation may have caused confusion, and we want to assure you that we take your concerns seriously. We regret any misunderstandings or frustration that may have occurred during this process. Our goal is always to resolve issues professionally and respectfully.

  We also apologize if any communication from our team members came across as less than respectful. We never intend to make anyone feel disrespected, and we will address this internally to prevent similar situations in the future. We recognize the importance of clear and respectful communication and are committed to improving in this area.

  Regarding your request for direct contact with our ownership, we want to clarify that while we value every customers feedback, our management team generally handles customer concerns directly. We are dedicated to ensuring that all your questions are addressed promptly and thoroughly, so please feel free to reach out if there are any further issues youd like to discuss.

  Once again, we appreciate your feedback and hope this clarification helps clarify the situation. If you have any additional questions or concerns, please do not hesitate to contact us

• Initial Complaint

  Date:10/21/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 had a busted hot water heater. My insurance company had an agreement with Servpro to handle the water damage and to do a pack out. I had items missing from the boxes returned. They have not made any attempt to replace these items and they know what they are. My insurance company didn't send the final payment to ******** fast enough so they turned the claim over to a collection agency that went against my credit report. ServoPro was paid in full but there is still a $59.00 charge on my credit report. I want my credit report amended and I want Servpro to replace or pay for the missing items. I have talked to **** **** but he has done nothing to solve this problem.

• Initial Complaint

  Date:04/20/2023

  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.

  On January 24, 2023, a team from Wilson Mitigation/ ServePro of Birmingham came to my house to deal with damage caused by frozen and burst pipes on Christmas Eve. They left wet insulation in the ceiling and did not remove all of the wet drywall. 1/25/23 I called and spoke to a customer service rep. to see if they considered the job to be complete because there was visible mold growing on two walls, wet sheetrock and insulation had been left. I was assured that someone would get back to me about these issues. ORiginal estimator stated that all mold would be removed, tested, and treated. On 1/27/23 I received a call from mold removal team who stated that all visible mold had been removed and there was no insulation left- even though she had not been to the site. On 2/2/2023 I texted the customer service rep requesting the invoice and restated my original concerns as they had not been addressed. On 3/31/ 2023 I received an invoice that included charges for spraying antimicrobial $176.83, moving contents $100 theses items were not completed by Servepro. My husband and myself moved the contents out the weekend before and nothing was sprayed in the garage. I called and spoke to the billing rep who would have "someone get back to me". On 4/3.2023 I was told by this billing rep that I was just wrong- and that insurance would pay so not to worry about it. I stated that I would pay what I owed but not until someone explained the bill to me. On April 10, 2023 I received a letter that I had been turned over to an attorney for collections. I had been trying for almost 4 months to get answers out of someone. On 4/19 Servepro offered to take $30 off the original bill. I want the items removed that I was overcharged for and compensation because I will have to hire someone else to finish what they did not do originally complete. In my opinion Servepro broke their contract with me when they did not complete the original work and then were not honest about it.

  

  Business Response

  Date: 04/20/2023

  We would like to express our sincerest appreciation for bringing your concerns to our attention. We understand that restoring your home after water damage can be stressful, and we deeply apologize for any inconvenience you have experienced during this time.
  
  We take all feedback seriously and have investigated your situation thoroughly. We understand that the job produced on January 24, 2023, included content manipulation, spraying heavily with an antimicrobial, and setting four air movers. We regret any misunderstanding regarding the number of air movers set, and we apologize for any inconvenience this may have caused.
  
  Regarding the charges for spraying antimicrobial and moving contents, our A/R department has already spoken with your adjuster from Allstate, and they have paid the full amount of our estimate. However, we understand that there may have been a miscommunication about the work that was done, and we are sorry for any confusion this may have caused. We are willing to work with you to provide a detailed explanation of the charges and make any necessary adjustments.
  
  We would like to assure you that we take all mold concerns seriously and strive to provide our customers with the highest quality of service. We apologize for any miscommunication regarding the removal of mold and insulation. We understand that this may have caused frustration, and we are willing to work with you to ensure that the job is completed to your satisfaction.
  
  Once again, we apologize for any inconvenience you have experienced. We would be happy to send out one of our Project Managers to review damages and reassess. 

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19956559
  
  I am rejecting this response because: their response centers on the fact that I received money from my insurance company for the damage to my home.  I did in fact receive a payment but my insurance allowed much less for mitigation than charged by Servepro.  My complaint is because I was charged for things that were not done, the job left my garage filled with mold and wet insulation and I have been trying for months to speak with "someone" about this.  When someone finally did get in touch with me, even they did not know who to talk to about my issues within the company. They offered to come to my house and "respray" the mold which to me is an admission that they did not complete this in the first place. They did not handle this situation well at all and customer service was laughable.

  I have paid the invoice because I am simply tired of dealing with them.  I am sure if I wait any longer to attempt to get answers they will turn me over to an attorney as they did five days after receiving my original invoice while I was waiting on a return phone call.  Five days and they sent my account to collections.  I am having to have 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/09/2022

  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.

  My residence in **********, **, experienced a sewer backup during a severe rain event on July 26, 2022. My insurance co., State Farm Ins., advised that ServPro was on their list of recommended venders for water mitigation. I called ServPro at phone # given by State Farm and arranged an inspection. On the date of the inspection, 7/29/22, the ServPro **** ********** as ServPro of Augusta, LLC, ********** the work they could perform, spoke to the State Farm rep handling my case, and was told by them all was okay. I agreed for them to begin the work the same day. No estimate of cost was provided to me prior to the start of the work, in any form. I was told to initial and sign several forms on an ipad used by the ServPro **** and they started. ServPro extracted water from my carpet, removed the carpet and pad, and cleaned/sanitized the floors and walls, however, not the entire basement area, which was not our agreement. Then they set up dryers and dehumidifiers for 3 days to dry out the basement, then removed them and left. On Aug. 20, I received an invoice from Wilson Storm Team, LLC, ******, **, for $10,658.56. I repeat that no cost estimate had been provided to me prior to their work. And this was a new player, it seemed to me. My State Farm adjuster inspected my bsement for damages and provided a cost estimate which was basis of their settlement check. His estimate for same scope of work that ServPro performed was $5,865.18. I contacted ServPro on the absence of a cost estimate and advised them of the adjuster's estimate for same scope of work. I offered to pay ServPro 20% more than the adjuster's estimate and asked them to reconsider their invoice. Approximately 60 days later, 10/20/22, ServPro responded that I owed them the original invoice amount, with no comment on any merits of my letter and proposal. ServPro voided our contract before any work was done by failing to provide a cost estimate for my approval before work started. Mechanics lien followed.

  

  Business Response

  Date: 11/11/2022

  I do apologize for the customer service youve experienced with one of our SERVPRO franchises. Unfortunately, this complaint is not a direct reflection of the team in Birmingham as that team has no correlation to your project. Storm Team Wilson is based out of Birmingham, AL, and simply coordinates the projects going on in storm-affected areas. Your project was actually handled by SERVPRO of Augusta South. Our team is currently working to look through your project and get some information to help assist you with the issues youve experienced. If you can, reach out to our Director of ****************** *****************, at ******************************** so we can touch base with you more on this. We would like to help do what we can to get this complaint moved from our BBB page to the correction franchise as this has nothing to do with our team. We look forward to working with you.