Complaints

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• Initial Complaint

  Date:12/04/2023

  Type:Order 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.

  Month 8 today! Reconstruction has not been finished! Had a call this am from Servpro in ****-they cant find the carpet sample that I picked out months ago!! I now need to go to Menards and find it!! The sample went to Pat the construction manager-he refuses to have contact with me and unable to find the sample/number or the pad! Carpet layer-no date yet! 4 homes in front of me!! WTH!! May be before Christmas-BS! Not holding my breath! ****** hadnt been ordered even though they recd my payment in early Aug! Offered me $100 gift certificate for terrible experience ??They have an up charge plus they have taken the 11% rebate for Menards even though its my insurance $$ they are using to buy product! What a scam!! This 68 year old widow has absolutely no respect for this company. No one should be using them!! Cookie cutter company!!

  Business Response

  Date: 12/07/2023

  ***************************s project consists of two jobs.  As she noted, SERVPRO assisted her with her sewer mitigation, and then proceeded and are in the process of finalizing her reconstruction job needed after the sewer loss.  Payment for the sewer job was received on May 24th.  After completing this job satisfactorily, ******************************* requested our services for her reconstruction project.  *** team worked with her to determine and provide scope along with an estimate of costs.  Our recon project manager provided ******************************* with the estimate and down payment needed (standard procedure for all of our clients) to proceed with the project on June 9th. *** insurance company involved made this payment in August.  Per our standard procedures, once payment is made a timeline can then be discussed and specific item selections can be made based off of the agreed upon scope.  ******************************* was made aware of this requirement prior to the payment being made. During this time, from the mitigation payment in May, until the down payment ******************************* was contacted and conversed with staff several times to confirm scope and requirements.
  Once the down payment was made (August), several items were selected, and as needed ordered for this second project.  This included drywall, paint, a vanity, door knobs, hardware, trim, LVP and two types of carpet.  *** carpet mentioned and selected was in-stock carpet at Menards, and is the last item to be installed of the project (standard procedure). Because it is carried in stock it does not need to be ordered per se. Once work was scheduled to begin at the end of August, the initial timeline did need to be adjusted more than once to due various appointments as well as out of town travel by *******************************, and her expressed desire to have work done while she was at the house.  *** standard authorization signed includes terms for access that include having a lockbox (similar to real estate agents showing homes) in order for a home to stay secure.  ******************************* declined this option which also had an impact on pushing back the times scheduled to work on the house. While we would like to be able to reschedule as soon as possible when reschedule requests are made or needed, we do need to honor our commitments to other clients so its not always possible to immediately reschedule.

  Recon work commenced at the end of August with drywall installation. After that walls were painted, LVP and carpet was installed, a vanity and top were installed as well as various hardware and trim. Through the recon project, there were a few items that were not included in the original scope that ******************************* requested to be added, and in which we accommodated, further pushing out the timeline. *** final three items, carpet installation (second and final carpet install), bi-fold custom door and a few trim pieces will be completed by mid-December pending ***************************s availability.

  We happily provided a $100 gift card to ******************************* for her time (not experience). To ensure the correct carpet was selected, we requested she meet our mitigation manager at Menards to confirm the selection as during this project there were instances where selections previously made were changed.

  Regarding Ms. *************** comment regarding the left not knowing what the right is doing, our recon coordinator reached out to ******************************* before our manager did on August 30th.  She was expecting the opposite and texted to advise us of this.  *** communication style and language choices of ******************************* finally gave us pause, and ultimately we decided to have our mitigation manager reach out to her as she had expressed satisfaction with the migration project. We do hope that final coordination will proceed smoother for everyone.

  A meeting was held yesterday to discuss the punch list and we fully expect to complete this project. Although its not as timely as ******************************* initially expected, it is not atypical when schedules and scope need to be adjusted to accommodate client requests. Please reach out with any questions. 

  
  

  Customer Answer

  Date: 12/17/2023

   
  Complaint: 20944058
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************************

  Customer Answer

  Date: 01/03/2024

   
  Complaint: 20944058
  
  I am rejecting this response because:
  This is becoming a joke! 
  I didnt rec. $100 gift certificate-I have repeatedly said. This is not about mitigation-I unfortunately was given high praise for Servpro recon in which I recd my first communication on April 10th-********** and my insurance adjuster were at home within a day or 2. I didnt hear anything from anyone and called Servpro on May 1st. **** had been terminated but no one followed up me or my insurance agent. *** was here to remeasured and then nothing-questioned numerous times what was going and he sent me text he had been buried and hadnt sent info to my insurance company. He finally sent info and insurance comp sent me a check! Which I sent theyre $$ in early Aug. This was not on me! I told them had some plans they had to work around-I had been home all summer. I did have travel plans in Aug for 2 weeks and 2 weeks (international) in Sept. I gave them the dates thinking they could start in between my trips. When ***** finally arrived he didnt have enough product. And this was a continual issue. 
  Pat thru it in my face contractors needed access-talked the ** and no way I was having anyone come into my home while I was gone let alone out of the country. My home is not a piece of crap/rental property. My conversation on Aug 30th with the ** was an agreement no one would enter without me being there. I had told the ** that my personal insurance agent wasnt in agreement with that. One excuse after another-no start date as of Aug 31st. Tuesday Sept 5th *** meets me for a meeting what to expect with a completion date Oct 11th.  It was not completed Oct 11th as promised-numerous texts thru put the month. Too many excuses-November 1st I sent my last text to ***. Little done in the basement. 
  Contacted BBB and the owner **** with a promise that basement would be completed in early Dec or course that didnt happen. 
  I had a flooring expert in following some of their work-inadequate to say the least. Ive address that to ****. Bifold door is still not installed and finish work is not completed including the concerns about storeroom carpet. My living room carpet  selection was LOST another fault of *** and I met ****** to pick out another piece early Dec. this was not my fault but the fault of Servpro. I asked my price range and was told weve got this covered Carpet in family room installed prior to Christmas. As of today bifold door is still not customed to fit/painted etc Jan 9th is the next time I see someone to finish including trim ect. This has been a a long 9 month process-I have been extremely upset about how this has been handled! Including a text to ********** feel defeated and stupid for using your company ****** learned! 
  

  My language choices finally gave us pause-what a joke per ****. 8 months into this nightmare you have ****** has become the 3rd recon manager.  Being difficult-my difficulties were with all of your management team. The staff that ACTUALLY did the work are great! Irritating to me when staff (non-management)would say youre so nice-we were told youre difficult  

  Want this completed-this was a 6 week job at most! 
  

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

  Business Response

  Date: 01/16/2024

  I will try to keep this concise and address items that have not yet been addressed via our previous response.

  
  We too would love to wrap up this job, and our staff continues to work with and coordinate completion (project #2 that began in August).
  Only two Project Managers have been assigned to work on *********************************** jobs.  ****** worked on the first mitigation job, and *** began the second (current) reconstruction job.  ****** was reassigned to work on the reconstruction job as we thought it would be a better fit as ******************************* expressed satisfaction with *************
  The $100 gift card was provided.
  We do need access to her house in order to do this job in a timely manner.  As she stated and prefers, she wants to be home when the work is done which many of our clients also prefer.  We work to accommodate these schedules and appreciate when our clients understand that not being home/available pushes out timelines.
  In our previous response, we did state this job would be finished in December.  In contacting ******************************* to complete the job, she notified staff that she preferred to have someone else complete the job and communicated she was willing to  wait a few weeks in order to have him complete the job.  Waiting a couple of weeks of course pushes out the timeline.  Specific communication can be provided if that would be helpful.
  The custom bi-fold door is complete.
  The remaining item to complete this job is to redo or repair one of the carpets that was already laid in her jacuzzi room by staff.  There is a seam that can be seen.  The type of carpet chosen and length is about 4 inches short and required two pieces. Our staff has been working with her on this and was onsite as recently as Friday to discuss which option ******************************* would like to pursue.
  Please reach out with any questions.
  
  Regards,
  *******************