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:01/14/2025

  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 company engages in predatory and dishonest practices. The day after Hurricane ****** came thru in Pasco County their trucks were parked everywhere and their employees were walking up and down the streets pouncing on people in the middle of what was surely the homeowners worse nightmares. My husband and I are included in that group. We had no flood insurance (too costly and our area never flooded!). The Servpro *** told us the cost would be between $10,000-20,000, but the more we did ourselves, the less we would have to pay themwe gave them a $5,000 deposit. My husband and I are both in our mid-70s but we got right down to business and began brooming out the water and throwing things out or carrying items to the curb, etc. We worked day and night for a few days with fans and dehumidifiers going constantly. I have pictures of everything we accomplished ourselves; I have pictures of EVERYTHING!! Servpro came in and cut away the drywall, pulled up all the brand new flooring we had just installed and pulled out cabinets and such. They were there for 1 day and a very short time the next day, thats it. We were right there, either at our house or at one of our neighbors homes. When they sent us the bill it was a lot closer to the $20,000 amount than the $10,000 amount we were hoping for. The invoice had many charges for services rendered that had not been. We responded and questioned it all with photos etc. to back up our rebuttal. They adjusted the bill down slightly and I was told if I didnt pay it they would send us to collections. We both have stellar credit ratings and I didnt want to take a chance of losing those, so I paid it in full but I told them I was going to report them to the BBB. I dont know if you can get any of our money back for us. If not, I just want that company red-flagged as an entity to stay away from if youve just suffered a tragedy. Servpro is a classic example of why Insurance companies are being forced out of business!

  

  Business Response

  Date: 02/12/2025

  It seems as if we are being made out to be horrible people who prayed on the tragic event that effected thousands of people, when in fact it is just the opposite.  All of our employees worked around the clock, working 90 and 100 hour weeks, for weeks in a row to help as many people as possible.  We never went down the street, or door-to-door soliciting work.  Everyone we served was at their request, as it was in this case. Several people inside our company were flooded as well, myself included, but instead of working on my own home I was our helping others.  

  Having said that, we charged an amount that was within our projected range, and the pricing we use is set by the insurance company for units of measure, days of equipment rental, etc.  Even though this customer was self-insured, they were charged using the same pay rate as all our other customers.  We go to great lengths to assure our invoicing practices comply with the ****************************** Program) guidelines.

  We understand this hurricane was devastating for so many people.  Tragic and stressful events bring out the best, and the worst in people.  We have always strived to serve the people in our community with compassion and respect.  We are not perfect, but we certainly do everything with the utmost compassion and honesty.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22806229
  
  I am rejecting this response because:

  Her statement that their workers didnt walk down the streets is a bold faced fabrication! They had vans that would drop them off, then come back to pick them up after the fact. Yes we requested them to come help us; we had never experienced anything like that and knew they were a nationally recognized company. ServPro trucks were the only ones trolling the neighborhood!

  We were told the more work we did ourselves, the less wed have to pay them. As previously stated, my husband and I are both in our mid-70s; my husband suffers from heart disease and has 2 artificial knees! When the ServPro *** first came to our house she was impressed by all that we had accomplished already! We did most of the work ourselves (as previously stated and supported by photos) but were still billed at the higher end of the original estimate. It again comes down to the fact that they were there less than a day and a half and their equipment was never even set up or needed (we took care of the dry-out ourselves)how can they justify billing us for that amount of money, insurance guidelines or not?

  Im truly sorry for any and all of their workers who suffered damage and flooding themselves, but Id be willing to bet they werent invoiced in compliance with NFIP standards.theyre most likely subsidized by all the unwitting and trusting people like myself and my husband!

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

  

  Business Response

  Date: 02/17/2025

  Tell us why here...
  We appreciate the opportunity to respond again and clarify the concerns raised.Our team remains committed to serving our community with integrity,transparency, and fairness, especially in the wake of a disaster as devastating as Hurricane ******.
  
  To reiterate, our crews responded only to homeowners who contacted us for assistance. We understand that in times of crisis, emotions run high, and perceptions may differ, but our company does not engage in unsolicited sales tactics. Every job we took on was at the direct request of the homeowner.
  
  Regarding the scope of work and pricing, the estimate provided at the beginning of the job was a range based on the extent of the damage and necessary mitigation.While we acknowledge that the homeowners contributed significantly to the cleanup, the services we providedsuch as demolition and material removalwere still extensive and priced according to industry-standard rates used by insurance carriers, including NFIP guidelines. Our invoice reflected the work completed and the time spent by our trained technicians to ensure the home was properly mitigated.
  
  Additionally,when the customer initially raised concerns about specific charges, we reviewed the invoice in good faith and adjusted it accordingly. We regret that the customer remains dissatisfied, but we stand by the accuracy and fairness of our billing practices. Our goal is always to assist homeowners in recovery, not to create further hardship.
  
  While we recognize that disaster recovery can be an emotional and overwhelming process, we assure all our customers that we approach every job with honesty and professionalism. We consider this matter resolved, but should the homeowner require any additional clarification, we remain open to further discussion.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22806229
  
  I am rejecting this response because:

  Im not looking for any money or apologies as I know Ill never get them. All I ask is that my statements and communications go on record for this company as public knowledge for all to see the next time someone thinks of hiring them! That would satisfy me completely
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/03/2024

  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.

  On November 27, 2023, Servpro started a mold remediation repair job at my home. Prior to the mold remediation beginning, I explained to my project Manager ****, that my daughters room which was connected to the affected water damaged wall, that the subfloor in my daughters room may have sustained some damage and may have to be replaced. They completed the reconstruction estimate and did not add my daughters room and stated they would do a supplement to have the room added if needed. During the mold remediation, my daughters flooring in her room was cut in a straight line instead of removing it by each pieces as the remediation estimate stated, thus making the flooring in her room irreparable as well as some door frames, additional drywall and baseboards cut in half. **** also informed me that the plumber that removed the hot water heater stated the heater was damaged and would need to be replaced which she was obtaining a letter for to submit to the insurance company. **** also informed me that the repair supplement was completed and being reviewed prior to submitting to the insurance company. During the subfloor replacement, Servpro hired a subcontractor to complete the work which was absolutely terrible and doing unacceptable work. I decided to part ways with Servpro due to several communication and work related issues throughout the entire process. I contacted the insurance company to inquire about the repair supplement that was supposed to be submitted due to the additional things that were damaged during the mold remediation; however, I was informed **** never submitted anything. I attempted to contact **** about these issues; however, she has refused to assist or answer. I have more issues to speak about; however, this is a limited description box. Please contact me for more details.

  

  Business Response

  Date: 01/09/2024

  We are sorry you are displeased with our service.  We were operating under difficult circumstances as it relates to the amount of coverage you have with your insurance carrier; Citizens insurance.  Your mold coverage was capped at $10,000.  Our original estimate; written off the protocol produced by Indoor *************** was $11,807.  Citizens sent our estimate to a third party,and that company, on the request of Citizens asked us to remove line items for work spelled out in your protocol for duct cleaning, air handler cleaning, and other specified items.  The amount of our estimate after removing Citizens directed deductions was $10,134.  Citizens asked us to perform the work for $10,000, which we agreed to in an attempt to help all involved parties.  Later, we also paid for the post clearance testing required, and performed by ************* at a cost of $340 which we were not required to pay, was not in our estimate, nor were we paid for.  We had a subcontractor on site repairing the subfloor, and he left the job site as he was not comfortable being spoken to the way he was.  We did not provide a supplement for repair work required beyond the protocol as we were told our services were not desired for the reconstruction.  Any supplemental estimate should be provided by your insurance carrier as we are not performing the work.  Our job tracking software indicates we were in communication at least once per week, and more often towards the end,reaching out to you on 10/12, 10/24, 10/25, 10/27, 11/7, 11/9, 11/14,11/29,12/4,12/5,12/6, 12/7, 12/11, 12/12,12/13,12/17,12/18,12/19,12/20,12/21, and on 12/28 all of 2023.  We are sorry if you feel **** was not in communication, but it would appear otherwise.  You had previously indicated you did not wish us to do any additional work, and we would agree that is probably the best course of action for all concerned.  We did all we could to assist with a situation where there was not enough insurance coverage.  We are sorry you feel our efforts fell short. Please let us know if you have any questions and again, we are sorry for your displeasure.