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:09/20/2024

  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.

  I hired Servpro in January of 2024 to take down my living room drapes, dry clean them and put them back up. I provided pictures for the estimate. On January 14th they sent out two guys with a later to remove them from a 25 foot ceiling. They dropped one of the 2 boards and torn the center swag into 2 pieces ruining the drapes. When dry cleaning they shrunk the center panel. ***** initially accepted responsibility for the needed repairs until he found out his insurance would not cover it. I gave them every opportunity to find a solution but they did not so I started looking. I found a company that could repair them. The reason the cost is so high is because the hardware was all attached to the board and not reusabIe. I have attached before, during and after pictures. I have also made every effort to reach a settlement with ***** *******.

  

  Business Response

  Date: 10/28/2024

  Client called requesting drapery removed, cleaned and rehung. We were unaware of the high ceilings and specialty equipment required for this project but the client had already signed our work authorization, so we decided to proceed without additional charges. Cleaning was completed 2/2/24 but client requested we postpone replacement due to the windows being replaced. The drapes were reinstalled on 2/16/24, however our technician advised there was an unavoidable tear upon reinstallation. He still continued with install, and we immediately started working on a seamstress that could repair the breakage. The client contacted our office the same day and sent photos showing the panels are now short as well. We then reached out to a drapery specialist who told us we were doomed from the start due to the age of the fabric and incorrectly installed originally. He suggested we could lower the panels to make it even but no guarantee it would look right. We continued to seek other options until we heard from the client on 3/22/24. She advised that she found a place fix them and will let us know what they say. The client presented us with a bill for over $7,500 and began negotiating with our owner. We agreed to waive the unpaid bill for our services, but no further reimbursement was offered. Please see the specific verbiage in our signed work authorization pertaining to this situation below.
  
  Per the signed contract Providers performance of the services is limited by, among other things, the preexisting conditions and characteristics of the premises, material, fabrics, furniture, and/or other items. PROVIDER EXPRESSLY DISCLAIMS ANY RESPONSIBILITY OR LIABILITY FOR ANY PREEXISTING CONDITIONS. PROVIDER DOES NOT GUARANTEE SPOT OR STAIN REMOVAL AND COLORFASTNESS OR PREVENTION OF SHRINKAGE, FADING OR ADHESIVE BREAKDOWN and PROVIDER DOES NOT GUARANTEE THAT SUCH MATERIALS CAN BE CLEANED OR THAT THERE WILL BE NO ADVERSE EFFECTS FROM ANY ATTEMPT TO CLEAN SUCH FABRICS

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22313842
  
  I am rejecting this response because:The very first statement is a lie. I had extensive conversations with ******** ********* about the high ceiling and emailed her a photograph of the drapes. The guys showed up with a ladder that was not tall enough and left to get a taller one. Upon return they took the drapes down, dropped the board the panels were attached to and ripped the panel in half. The tear did not happen at reinstallation. They did come this time with scaffolding which I had agreed to pay extra for.

  The drapes were not doomed from the start as they have been repaired and rehung. ***** told me he was going to reach out to **** at the ******* Company for other ideas but he never did. They did not agree to waive the bill I just told them I would not pay it.

  They were no preexisting conditions with the drapes. It was gross incompetence that ruined them. Again, the fabric was reworked and rehung.
  
  Sincerely,
  
  ***** ******