Complaints

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

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  Servpro of Winter Park

  612 E Central Blvd Orlando, FL 32801-2917

• 

  Servpro of Winter Park

  PO Box 337 Winter Park, FL 32790-0337

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:03/23/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 of Winter Park (ServPro of University, ** ******* ** *** *** ****** ***** ** ***** ** ************ ****************************) came to do a flood mitigation. They gave me a couple of estimates for the various services they would be doing. After the flood, I also contacted my insurance company. My insurance worked with Servpro to work out the payments.
  Months after I thought all was taken care of, Servpro sent me demand for additional payments, saying that the insurance did not pay enough, and want me to pay the balance due. They emailed "payment due" letters for two accounts. (Invoice **** and Invoice ****) I spoke with my insurance co. again, and they said they would work with Servpro to resolve the issue. Months later I get the same emails as before demanding I pay the balance on each account. I replied asking them to show me the original invoices, and how much (that insurance) had paid toward each. With no response, I again get email demands for payments toward these accounts. The latest they sent is a FINAL NOTICE.
  Servpro appears to be demanding payments, but after several attempts to get more information about the charges and payments, they ignore my requests, and simply send me more demands for payment.

• Initial Complaint

  Date:01/04/2023

  Type:Billing 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 10/1/2022 Serv Pro came to perform an estimate for flood damage at the above mentioned property. Serv Pro had me sign an authorization to perform services and direction of payment without any pricing discussed, and no estimate given. Serv Pro had me sign an incomplete "Customer Reviewed Information Form" (uploaded) but I did not sign the Authorization to ******* Services and Direction of Payment. I was absolutely shocked when they handed me a $75,000 bill then with another $10,000 supplemental bill; I tried negotiating with them to any reasonable degree but my attempts have been futile.I would like assistance with this, if possible, because I believe it is bad business to surprise anyone like that.I have uploaded all documentation that I have received from Serv Pro of Winter Park; I hope it can be agreed that this is not common or decent business practice.Thank you for your time I have also attached a screen shot of their website and would like them to change what is advertised The advertised phrase is as follows ..." This is why our entire staff from the office manager to your actual on-site technician are trained to provide you with honest information and a courteous attitude from start to finish. In an industry where so much misinformation and additional stress are a regularity, SERVPRO of Winter Park prides itself on being a difference maker when it comes to professional restoration services."Honest information was never provided. No information was provided.

  Business Response

  Date: 01/18/2023

  Prior to visiting the site on 10/1/2022, Construction Manager ***** performed an inspection on 9/30/2022. At this time, the customer signed an Authorization for a "$10k deposit, balance to be finalized with a full mitigation estimate." The deposit balance of $10k was paid via QuickBooks Online (There is no supplemental bill as stated in the complaint). There was a miscommunication on 10/01/2022 during our service visit and the customer signed another Authorization that did not have a dollar amount (The team on-site was unaware an Authorization was already signed at this point). All of the customers we took on following Hurricane ******, including **************, were informed that they would be treated as Self-Pay upfront. We were later contacted by his insurance who asked we provide them with docs, to which we complied. On 11/28/2022, we received email correspondence from his insurance making us aware they had issued payment to the policyholder. Since then we have contacted ************** and ********************* via phone, emails, and Quickbooks Online correspondence, to no avail. We are also owed for the roof tarp that was placed on-site. In response to the messaging on our website, we do not agree that the messaging is false advertising and see no reason to remove it. We understand the process has been stressful for Mr. ****** and truly hope that we can agree on a reasonable solution to this dispute.