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:08/10/2023

  Type:Service or Repair 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.

  I contracted ServPro to mitigate water damage and sanitize the area impacted. During the mitigation I told the technicians to be careful around the aquariums because I did not have the means to move them should the flooring be damaged under them.They haphazardly ripped up the *** around them despite the water not reaching that far back into the room. This cause unnecessary damage to the *** which cannot be repaired without moving the aquariums. I informed ServPro of this after calling 4 or more times to get in touch with the owner, ******. She sent out ****** who agreed they shouldn't have demoed the floor the way that they did and would see if they could get their guys out to move the tanks and repair the floor He followed up about a month later, and I had already repaired the floor with a temporary fix of putty in the damaged spots. I'd still like the floor repaired the correct way, but I offered to accept a monetary discount in lieu of the actual removal and repair because the timeline was so drawn out. I never heard back from ****** after this phone call. I then received an email saying I owe then $450 lien fees and $260 in late fees despite the fact that we've been actively and openly discussing a resolution to the problem they acknowledged that they caused. I have not once said I wouldn't pay, only that something needed to be done to remedy the situation. To which ****** and ****** both agreed. To go from "I'll talk to the team and see what we can do here" to "you owe us $700 more and we've put a lien on your home" without any contact in between is unreasonable and criminal.They're also charging 2.5% interest monthly despite my contract saying 1.5% is the maximum. Similarly, they never returned to the home to complete the sanitization I ended up mopping with bleach to sanitize the impacted areas.Please assist

  

  Business Response

  Date: 08/21/2023

  Customer paid their bill in full so this issue has been resolved.

  Customer Answer

  Date: 08/21/2023

   
  Better Business Bureau:
  I communicated with the billing manager, who was able to deduct a portion of the total to compensate us for the damaged flooring and have since paid the bill in full.

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

• Initial Complaint

  Date:01/19/2023

  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.

  We hired Servpro to do a rebuild the construction manager did not communicate with us up until the start date of the job on the expected start date random people showed up to our home and then someone called yelling at us about work being done in the home. No one called to establish a time frame, discuss materials etc the entire situation was disrespectful and bizarre. We were then told that they were not returning for another 4 days all the while knowing this is an insurance job so housing has to be paid for and we have an infant so we have to be careful of our environment. The admin ***** was just rude and disrespectful of us as clients the entire process and then left us in the lurch with our housing allowance from insurance running out and knowing this has been an extremely stressful situation for us and our baby. I expected much better from a company such as Servpro. And I would advise that you have much better organized construction admin who are able to be polite and respectful of customers time, money and property.

  

  Business Response

  Date: 02/09/2023

  We have communicated directly with the customer to resolve this issue.