Complaints

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• Initial Complaint

  Date:04/17/2023

  Type:Product 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.

  We utilized SERVPRO's services from 2/27/23-3/3/23. We strongly believe that equipment such as ******************** were used longer than necessary. SERVPRO does not provide any form of proof regarding moisture readings and relies only on the honesty of the project manager.We would like the following issues addressed:-Documentation that were were not charged for any drying process after 48 hours in the basement office and after 72 hours in the unfinished basement.-Documented proof we were not charged for the 11 fans directed on the carpet -We want to review the project manager's day 5 findings -We want to be fully refunded for the last 24 hours of service (from 3/2-3/3/23) as we were informed that our walls moisture readings were acceptable per ***** standards -We want an itemized list of charges for the $604 fee for "structure cleaning"-We want proof from the ***** guidelines stating that 10% is the ideal reading for painted trim Attached is the photo documented proof of moisture reading's from an outside company on day 5. We expect these readings to match SERVPRO's findings. We also attached a further, more detailed complaint letter.

  

  Business Response

  Date: 04/17/2023

  Please provide me with your email address and I will submit our documents to you directly.

  Sincerely

  *********************, Owner

  Servpro of Davenport/Bettendorf

  Customer Answer

  Date: 04/17/2023

  My email address is: *********************

  attached is my invoice from Rainbow Restoration from our 2019 flood 

  

  Business Response

  Date: 04/18/2023

  I have emailed you all of the requested documentation.

  thank you

  ***

   

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19942992
  
  I am rejecting this response because:

  SERVPRO failed to follow standards set forth by the ***** per the document you sent on 4/18/23.  According to the "Dry Structure" document, when pre loss areas are not available, the restorer is to follow EMC guidelines.  According to the additional report, the basement had water at all areas and therefore had no dry structures to compare to, so we would like to know where your team gathered "dry data" and what was the value? 

  ***************** told me our baseboards at 2 north walls on 3/2/23 read at 15 and 17% respectively which, according to the water restoration company I consulted, fell within ***** standards for painted trim.  I also obtained a Kobalt moisture meter on 3/2/23 and my readings were much lower than that of the project manager's (8 and 13% for the baseboards and close to 0 at both "wet" dry walls).

  The report is full of inconsistencies.  To begin, 11 fans were turned off (by me) at or around 3 pm on 3/1/23 not 11:19 am as indicated. *****************, however, informed me on 3/2/23 that he removed all charges from the 11 fans directed onto the carpet, yet it appears that the charges remain on the invoice.  We ask for a prompt refund for 11 fans for **** days.  I even told the manager, *****, on 3/3 via phone that **** had removed all charges for fans that dried out a carpet that was to be ripped out. The fact that I am being forthright regarding this fact is a testament to my honesty. 

  I do not believe these moisture content readings are accurate either.  The technician, ****, told me on 2/28 that our walls were "dry".  **** was present during this conversation as well although we highly doubt that either one of this gentlemen will admit to it for fear of reprisal.  I thought they were helpful and kind and I do not intend to cause trouble for either of them, but **** demonstrated this by using his tools to prove that the north wall in the basement (the one **** had equipment running through 3/3/23) was dry.  **** found some moisture at the other north wall (near where the pool table is kept) and then quickly back peddled, advising me to trust ****'s recommendations and his "7 years" of experience.  I was shocked to review ****'s documented moisture content readings from 2/28/23 because they completely contradict what he not only told me but showed me as well.  How walls can drop from 100% moisture content to 0% is puzzling and I plan on consulting another water restoration company and have them review these findings.  I'd like to know how likely it is that walls, tile, floor and baseboards all remain at the exact same percentage even after your team began the restoration process the day before.  The moisture content readings from 2/27 to 2/28 were exactly the same--all 15 values.   

  Again, this will be reviewed with an outside restoration expert and I will follow through with a formal complaint with the **** ********** of ************** We plan on posting this table via a negative ****** review and I will forward this finding along with my complaint to all major insurance companies.  I will present the facts and allow them to decide for themselves.

  The most shameful part of this experience is that I blame myself.  My husband and I fully trusted SERVPRO only to feel stolen from and deceived.  Add to this, ***************** quickly transformed from a over-the-top friendly and seemingly helpful source into a very hostile and rude person simply because I questioned his findings.  I felt extremely uncomfortable with him in my home and I regret not asking him to leave the second his tone became hostile.  But, I gave him the benefit of the doubt just as I foolishly trusted SERVPRO.  I wish I had obtained a second opinion earlier into the restoration process as I am certain they would report much lower moisture content readings.  The water restoration company I consulted photo document their findings but SERVPRO does not--this not only opens your company up to scrutiny, but it is a very poor business practice.

  Had ***************** been removed from this process, I believe we would have had a great experience with SERVPRO.  It's unfortunate that one employee can totally alter a customer's experience.  He did not fully inform of us all options to provide a cost effective process.  I felt more informed after speaking with **** and **** and I believe they are worthy employees.

  In summary, we want a refund for the 11 fans used from 2/28 to 3/1 as well as a refund for all drying processes on 3/2/23 as our basement baseboards were at acceptable levels per ***** standards.  I witnessed ****'s reading nearly the entire time he was in the basement on 3/2 and I never saw him collect measurements of the dry wall, nor did he report any moisture in them to me, yet he documented a moisture content reading of 20.  He only indicated our baseboards read at 15 and 17% at the two north walls.   It also should be noted that although I was present during his readings, as I attempted to observe his findings, he became very agitated and never provided evidence of his findings for abnormal readings.

  We highly doubt will we ever receive the validation or the refunds we deserve, but we felt obliged to formerly report it and to inform the general public of our experience.  I hope in receiving this complaint you use it to better your company as well as maintain an ethical and kind staff.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/24/2023

  I will persoanlly review your file today and get back to you as soon as I can.  

  thank you

  ***

  Customer Answer

  Date: 04/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************