Complaints

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• Initial Complaint

  Date:06/23/2023

  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.

  The problem is that I had a clean water leak in my home. My insurance company was Farmers. During the first repair, a second leak appeared and ServPro informed farmers that it was the second incident when it was the same problem from the first leak incident. When ServPro informed ******* and claimed it was a "second case" Farmers dropped me after over 30 years and I had to find new insurance. I tried to explain and get them to fix this issue, but Farmers is refusing to fix it because ServPro is not willing to tell Farmers that it was still the same claim and that there was NEVER a sewage issue.

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20216547
  
  I am rejecting this response because:
  
  Dear BBB,
  I am in receipt of the response from E Square Venture dba ServePro of Vacaville regarding the above referenced claim.  I appreciate the opportunity to respond to this matter.
   After carefully reviewing the information submitted by ServePro, I respectfully maintain that my water mitigation dated on January 14, 2021 was due to a water line break which the water originated from a sanitary water source.  That water leak did not pose the substantial risk of me being exposed to it; therefore, this is deemed as a category 1 (clean water) claim. 
  However, ServePro of Vacaville deemed that it was a back up from the sewer.  Then it was deemed from ServePro as a category 3, and that is incorrect.  In fact, on March 28, 2023 I communicated via email to *****************, Operations Manager and *******************************, the office assistant at ServePro and I was sent a partial change (adjustment) of job summary to a Category 1.   Although he states in his response That changing a category a claim to misrepresent a claim is against our policy, principals and professional ethics.  ************** and ******************************* have stated that they did not and will not participate in such activities, when in fact they did.  (See attached)
  I then received another email from ************** and he stated that he will no longer make any more adjustments after he spoke with Farmers *********.  The reason for that is because on May 27, 2022, I filed a complaint against Farmers to the ********** ********** of ********* File #RUS-8347862.   ********** ********** of ********* found that Farmers ********* was in violation of the Fair Settlement Claims Act.  Farmers had incorrectly stated that there was water damage in the upstairs bathroom when in fact, the damage was only in the downstairs bathroom.  Until they looked at the Blue-*** Restorations Contractors LLC under work to be performed and there was no mention of any toilet or plumbing repair which was noted in the scope to Farmers ********* on February 18, 2021.  These documents were sent to ************** via email, including and not limited to a second opinion of this claim. On February 17, 2021 **************************** and Heating stated that he would put a camera into the cleanout to give his second opinion on a sewage blockage and found no issues.   I have included a letter from *********************, the Project Director of Blue-*** ******************* He wrote a recap letter to farmers of the repairs that he was referred to them by Farmers *********.  He stated that there was no visible signs of sewage, odor, or carpet damage and therefore, the carpet was not removed.  In light of the foregoing, this is not a sewage stoppage.
  It was stated by ************** that ************** was satisfied with their work.  ************** attached a certificate of satisfaction of job completion THAT I DID NOT SIGN BECAUSE MY FIRST AND LAST NAME IS SPELLED INCORRECTLY AND THE REST IS TYPED IN!   This complaint is not about the service, it is about a misrepresentation of the category of the claim.  Therefore, the statement of satisfaction of service does not have any merit.  On April 13, 2021 I received a letter from ***** the claim representative at Farmers ********* stating that she will find another mitigation person because Farmers was the one who was NOT satisfied with ***********  (See attached)
  
  Respectfully,
  
  ***********************