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:09/02/2024

  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.

  This is a general contractor that I hired to remediate and fix damage from a water leak. My issue, and the reason for this complaint is this. There was NO effort made to protect my possessions in my house from the dust this entity created by putting in 400+ square feet of drywall. There was no effort made to protect my carpet or offer made to clean that up. There is dust EVERYWHERE in my house because of the lackluster job that this organization did. It is hard for me to breathe, and I have an ungodly amount of dust all over several pieces of furniture. Somehow, this organization still has the gall to ask for $500 more given that because of an insurance deductible. Had I not spent the better part of the last three weeks cleaning up after my contractor, I would not find this as maddening as I do.Here's my desired resolution: Servicemaster will agree to send a cleaner to my home free of charge, and they will take the loss of $500 on the deductible given the mess in my house at this point. I moved home three weeks ago, and I'm still cleaning up after them. I understand not putting silverware and what not away, but new drywall creates a dust issue in almost all situations. They should know this as a general contractor, and I should not have to resort to a BBB complaint to get them to address this.

  

  Business Response

  Date: 09/05/2024

  Here's a polished response to the BBB complaint:
  
  Dear homeowner and the BBB,
  
  Thank you for bringing your concerns to our attention. We have discussed these matters directly with the homeowner, and an amicable agreement was reached. The homeowner has agreed to withdraw this complaint, but we are still submitting this formal response as per BBB standards.
  We would like to address each concern:
  Protective Measures: Throughout the project, including both mitigation and reconstruction phases, protective plastic barriers were used to minimize dust. Due to the multi-family property setting, we were unable to remove and store items offsite, which may have limited the dust control. While we took reasonable precautions, we acknowledge that some dust may have spread during drywall installation. Our team did attempt to clean affected areas, including furniture, during the final reconstruction stages.
  Carpet Dust Issue: Before the homeowner moved back in, we pointed out that the carpet may have been affected by drywall texture. At the time, the homeowner indicated they saw no issues but would reach out if concerns arose. The claim that no effort was made to address this is inaccurate, as we were transparent and addressed potential concerns.
  $500 Deductible: The deductible mentioned is a standard amount the homeowner owes, as outlined in our contract. This is not an extra charge but the portion not covered by insurance.
  Our reconstruction manager maintained open communication with the homeowner throughout the process, discussing timelines and challenges. Some concerns were addressed before the complaint was filed. Despite this, the complaint seems to be a push to reduce the bill, without prior resolution attempts.
  We stand by our work and remain committed to resolving any concerns. We are glad to have reached a resolution with the homeowner.
  Sincerely,

  
  *************************
  Reconstruction Division Manager

• Initial Complaint

  Date:08/11/2023

  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.

  I apparently ran out of space so I'll try to make this short. I think they are running a big insurance scam. They are relying on home owners to be insured and not look at their bills I guess. I was assured my bill would be around ****-2000 dollars and somehow they ended up billing me over 11k. To sum up they worked on the project of a wash and sanitize task due to mouse droppings contaminating the house that I just acquired. This was to be a top to bottom wash and clean. they worked for a total of maybe 24 hours on the project over the course of 4 days starting on July 20th. They did not work the weekend. I provided them a dumpster because they said that to do a sanitize they needed to remove the cabinets and the carpet. Assured me that the whole demo would only use up about ***** of the **** I paid for the project. When I went to check the dumpster (after they stated they were done with project) I personally had to break down the cabinets and put the three couches in that they said they would do. They also absolutely refused to clean the mouse poops stating that they sanitized the house and it's perfect and I am the problem. They were unprofessional, belligerent, and they are down right lying stating they worked on the project for over 100 hours over the course of 4 days and are INSISTING I pay them for it, pay them more money than I make in a year. I cant afford this and would not have agreed to this if they were going to charge more than they said they would. (I spent 10 hours doing the clean i hired them for in addition to extra projects and took 10 min and removed all the mouse poo that it took them "100 hours" to still not do. All I wanted was the mouse p*** gone and the walls wiped down, why is this so hard and why is there so much drama? Pretty sure they are fraudulently charging insurance companies.... this is my first home owning too... I was so happy and excited instead this is a nightmare.

  

  Business Response

  Date: 08/14/2023

  This response aims to address concerns raised about our service at ServiceMaster of Colorado Springs:
  
  Insurance: This job was not related to any insurance claim. Suggestions of fraudulent charges to insurance companies are baseless.
  
  Quotation and Pricing: We typically provide an upfront estimate. In this situation, the homeowner opted to waive this. We also included a general price list in the authorization paperwork, which the complainant acknowledged and signed off on.
  
  Scope of Work: The task was not just a cleaning and sanitizing. We were faced with a hoarding situation. Our photo documentation offers evidence of the complexity of the job.
  
  Labor: The hours billed represent the cumulative labor of all team members.
  
  Billing: We operate on a Time and Material model. Services not provided aren't billed.
  
  Proof of Work: Detailed records of our work have been maintained, ensuring transparency.
  
  Communication: Multiple "business partners" provided differing instructions, leading to challenges in execution and increased complexities.
  
  Interactions: Our aim is always professional dialogue. Unfortunately, interactions turned hostile with conflicting directives and inappropriate language.
  
  In light of the communication challenges, we offered a 10% discount on the bill as goodwill. We anticipate full payment for services rendered and believe in our dedication to professionalism and transparency throughout this project.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20454472
  
  I am rejecting this response because: It is point blank lying. They did not face the hoarding situation at all. I had already cleared out the house before they arrived minus a couple couches which they did not even dispose of as requested. Their only job was a wash and sanitize with the removal of the cabinets and the carpets and three couches. They put majority of it IN MY FRONT YARD even though I literally provided a dumpster for them to use! Further more I did not waive ANY estimate of the job this is also a point blank lie. A point-blank-LIE! I was given a verbal estimate of about ****-2000 dollars. I was assured it would not be more than **** but they realistically did not think that it would get to that point. THEY WERE CLEANING OUT AN ALREADY CLEARED OUT HOUSE!
  
  They are lying about the work completed and they are lying about the hours they worked. I do not even blame the crew, this is all coming from the owner. What ever "documentation" they have I have not seen myself and I have documentation that they did not do the job requested in a timely fashion. I was told my photographs of mouse p*** was "nitpicking". I spoke to cooperate and according to cooperate even a hoarding situation that they are falsely claiming would not have taken 100+ hours. I do not owe this extra amount. I already paid them **** and that is all I am paying them. I DO NOT OWE the rest. I might be convinced that owe another ******* dollars at MOST but at this point this situation has been so distressing and such a time waste it doesnt feel fair to charge me for work I personally am doing. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/18/2023

  Scope of Work: Our task was intricate, requiring intensive hand-cleaning of walls and ceilings, vacuuming, and steam cleaning after floor removal. The owner requested appliance cleaning; their poor condition added to the labor intensity.
  Estimate and Costs: Our policy prohibits ballpark or verbal estimates as they aren't based on full experience. Such quotes, if given, aren't legally binding. Our records indicate no such verbal quote was provided.
  Quality of Work: We acknowledged the discrepancy between expected and delivered results, offering to re-clean. However, our proposal to charge for additional work was declined.
  Work Execution: We value diligence. Our records, which detail hours and tasks, confirm our teams commitment.
  Communication: Our goal has been transparent communication, addressing each concern professionally throughout the project.
  For clarity, we've attached a link to our work documentation. Photos, timestamped and aligned with our timesheets, highlight our work's progression and challenges.
  [****************************************************]
  In conclusion, we regret any inconvenience but stand by our professional evaluation and documentation, believing our charges are justified.

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20454472
  
  I am rejecting this response because of several reasons. 
  
  
  
  I ran out of space. So i putr the letter in. Service master themselves in their photos showed how a door was agianst a wall they supposedly cleaned but not once has that door even so much as moved. How can you clena a wall that is covered. I called them to clean the mouse ****, that was the job, that wasnt done. I also will be putting in photos to that ****** folder that show that stuff was being moved out of the house between the 13th and the 19th and that service master did not take photos before starting work like they were instructed to do because the assesment photos from the 13th were before the owner had finished moving out. He cleared out on the 19th and I will be puttin gin the invoice from the other crew that actually DID the clean service master is trying to claim. I will include the progression photo/viodio I personally took on the 16th showing that the photos Service Master is trying to claim as their work was not infact their work. 
  
  ************************************************************************************ <--- ****** give 24hours to have me finish setting this folder up with all the evidence. I need to lay down now because im really unwell today and still have to work. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/15/2022

  Type:Product 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.

  We called ServiceMaster regarding flooding in one of our basement rooms. The service call on 8/3/2022 to inspect the damage and our remediation (we removed furniture, carpet, pad, and part of the drywall where water came into the house, and cleaned with bleach) was performed, and we were told we did everything they would have done. We thought that was it. Then, we received an estimate on 8/12/2022 from *************************. Since we did the work, we didn't need an estimate. We received an invoice emailed to us on 9/8/2022 from *********************, with an Invoice Date 8/3/2022, and a Due Date of 9/2/2022. The invoice description states "Water ***************** Services", however, they did not perform any mitigation services. A "Final Estimate" document was also attached to the email message, and it has two line items, 1. Service Call - during business hours for $183.26, and 2. Cleaning & Remediation - Supervisory - per hr (2 hours) for $137.44, for a total of $320.70. I returned the email message objecting to item #2, and asking for it to be removed since we performed the remediation BEFORE the service call. *********************' reply to my email message doesn't make sense: ************ call charge listed on the invoice reflects the administrative cost for processing the entire job from beginning to end across all of our platforms that are required (at least 7 platforms). The following line item accounts for the actual labor cost for conducting and producing both the inspection & estimate of the job. Therefore, the invoice is true and cannot be revised."So, there are multiple issues here:1) They emailed an invoice on 9/8/2022 dated 8/3/2022, with a due date of 9/2/2022, which made it impossible for us to pay by the due date.2) They charged a fee that was unnecessary, and for work they should have known was completed by the homeowner, and lack of communication on their part should not be a cost to the customer.

  

  Business Response

  Date: 09/16/2022

  We were unable to fit our response in the limited space of **** characters, so we attached a letter that includes the response.  Please see the attachment.  Hope this is okay to do.  We just had too many facts and details to communicate.

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18031093
  
  I am rejecting this response because: 

  1)  I did attempt a dialogue with *****, but was immediately denied a dialogue, based on her email response of my initial inquiry (which you failed to include in your response):

  "The service call charge listed on the invoice reflects the administrative cost for processing the entire job from beginning to end across all of our platforms that are required (at least 7 platforms). The following line item accounts for the actual labor cost for conducting and producing both the inspection & estimate of the job. Therefore, the invoice is true and cannot be revised."
  
  My initial email message:

  On Thu, Sep 8, 2022 at 10:20 AM ************************* <********************> wrote:

  *****,

  
  

  I object to the invoice total.  I received the proposed estimate from ************************* on 8/12/2022, related to the inspection date of 8/3/2022, which was over a week late.  While I can understand a fee for the Service Call, we were unaware of the fee for item #2 on the Final Estimate received, and feel this is an unwarranted charge.  During the service call, we were told that we did everything that ServiceMaster would have done, so why would I need an estimate for services, when no services were going to be performed by ServiceMaster?

  
  

  Please send a revised invoice that reflects the actual service that was performed (the Service Call).

  
  Thank you,
  

  
  

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

  
  

  2)  I never received another response from *****, nor anyone else at ServiceMaster, from my response on 9/8/2022, and didn't file this report with BBB until 9/15/2022, a week later - ample opportunity for ServiceMaster to avoid this report.  By the way, the email message I sent was not a threat, but a fact of the actions I would, and did pursue - I was true to my word.

  
  

  3)  The Price List we received (attached) does not mention anything about the "Cleaning & Remediation - Supervisory - per hr" line item, as I stated in my initial email message.  Also, I just noticed that, based on the Price List, we were overcharged for the "Service call - during business hours" line item, which should be $180.00.

  
  

  I assume you have the same information as I do, and will issue a new, correct invoice.  May I suggest the Price List be updated to reflect all charges someone may expect to incur.  I have been attempting an amicable agreement from the start, but was immediately rejected from this possibility.  I have high values as well, and believe you can make this right and just.

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

  

  Business Response

  Date: 09/20/2022

  Complainant agreed to continue communication and discussion outside of this venue.  As a result, we have been able to reach a resolution.  THIS ISSUE HAS BEEN RESOLVED AMICABLY BETWEEN BOTH PARTIES!

  Customer Answer

  Date: 09/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************