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:02/10/2024

  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.

  I needed some carpet and two couch cushions cleaned. In addition, there was a 4x6 foot section of padding under the carpet to be removed and replaced. I contacted Servpro of North Tempe and asked for an estimate. I told him **** square feet of carpet for cleaning, two couch cushions, and the replacement of the padding. He told me less that $**** for the whole job. They came out, measured, and cleaned the carpet. Their measurements came out at less than **** square feet of carpet (versus the **** I told him). He then billed me for $990.40 for the cleaning plus another $750 for the replacement of padding. The job *was* scheduled. It was not an emergency service call. However, I was charged $204.70 for an "emergency service call". I pointed this out, and was told all their jobs get this fee. If they charge it for all their jobs then why is it called an "emergency service call" fee?If he'd told me the padding install wasn't included in that estimate I would have gotten additional estimates. I can certainly understand how an estimate may not be the same as the final price, but in this case they neglected to mention in the estimate their fees that they knew they would be charging me. The estimate wasn't wrong because the job was different than I had told them. The estimate is wrong because they didn't tell me about the separate additional charges and fees.I think that at a minimum, I should be refunded the emergency fee. It feels like bait and switch to lock in the work.

  

  Business Response

  Date: 02/15/2024

  We have been in communication with Mr. *** regarding his concerns. We expect to come to an agreement as soon as we are able to have more of a conversation. We intend to remove the service call charge and provide more information on the carpet pad billing. 

   

  We are having on going conversations with Mr. *** to successfully address these concerns. 

• Initial Complaint

  Date:07/13/2023

  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.

  SO THEY ARE TRYING TO CHARGE US FOR WORK THEY NEVER PERFORMED I AM WILLING TO PAY FOR THE WORK THAT WAS COMPLETED BUT THEY CONTIUE TO OVER CHARGE **

  

  Business Response

  Date: 07/19/2023

  This is related to cleaning the customers floors. We submitted pictures to document that we did perform cleaning on the flooring. We are now escalating this matter to a manager who has reached out to the customer to try and resolve the situation.