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Business Profile

Fire and Water Damage Restoration

Servpro of New Haven, Waterbury, & Northern Westchester County

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fire and Water Damage Restoration.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/10/2025

    Type:Billing Issues
    Status:
    Answered
    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.



    Complaint: ********



    I am rejecting this response because:

    Thanks for your response. Unless it took the crew 6 hours to purchase insulation from Lowes, there is no way they spent 12 hours on this project. they worked from 9-1PM the first day and 9-11:30AM the second. I'm not sure what they entered for payroll, but that is when they were at my house. The "sealing" mentioned was spray-painting one section of about one foot by two feet, which took all of five or ten minutes. I accept the description of the insulation completed the first day. 

    While I appreciate attempt to address this complaint, the efforts on the project were in no way commensurate with the estimate originally provided, the essence of my complaint in the first place. I ask only that I pay for the scope of work that was actually completed in the terms laid out by Servpro to begin with. If a company suggests something will cost a certain amount based in hours and they spend half that time, I think we all agree the cost should be roughly half, particularly if the work is not up to the quality suggested in the first place. 




    Sincerely,



    **** *******

    800 dollar reduction for the incomplete insulation.

    Business Response

    Date: 03/03/2025

    We value customer feedback and strive to ensure all our customers are satisfied with our services.  We understand there was a misunderstanding with *** ******* regarding the insulation replacement in the attic. Our crew installed one layer of insulation, which is customary,and partially added a second layer with the excess insulation in the bundle we purchased.   When he informed us that he expected a second layer throughout, we agreed that there were two layers before our work and adjusted our estimate by $800 which is nearly three times the cost required to purchase and install the additional insulation. Alternatively, we offered to purchase the missing strip of insulation and install it for him. Our payroll records indicate that the crew worked slightly more than the estimated time of twelve total hours, which includes the time taken to purchase the insulation.

    We also applied sealant to the affected areas as recommended. This was not included in our original estimate because the space requiring sealant was minimal.

    Taking *** ******* at his word, we addressed proper preparation and conduct with the crew who did the work.

    We hope this clarifies the situation and demonstrates our commitment to addressing *** *******’s concerns.

     

     

    Laurie M*****

    Executive Assistant

Servpro of New Haven, Waterbury, & Northern Westchester County is NOT a BBB Accredited Business.

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