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:10/05/2023

  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.

  *********** suggested SERVPRO to handle an insurance claim for water damage. Approx ****sf of wood floor had to be re-finished which meant that toilets, painted base, vanity, legs off of kitchen island and shoe molding at base of cabinets. This was to allow the floor ******* to get close to the wall. SERVPRO solicited the work and received bids on the repairs. SERVPRO was to remove and re-install the painted base, shoe molding at cabinets, vanity, toilet and legs off of the kitchen island and their sub for the wood floor would sand and re-finish the floor. Panhandle Carpets. I marked areas with blue tape and invited SERCPRO and Panhandle Carpets to my home to review the items. Pictures not re-hung, three areas of painted base not to standard of ******* dollar home, sand marks on floor, wood heat registers not fitting back in blockouts due to build up of finish, wood threshold not done and SERVPRO substituted the shoe molding at base of cabinets with a larger different material that had broken already. I was never asked nor approved this. I asked them all to review the taped areas since they were professionals and we would talk about it. SERVPRO immediately started telling me that they were not going to fix painted base but admitted the cabinet base was wrong and needed to be fixed. Panhandle carpet indicated that they would come and fix their issues. When I told SERVPRO that I should not be expected to go backwards on the finish the representative said " Oh with that attitude I should just leave. I told him he could leave. Since that day two weeks ago SERVPRO has been threatening me with liens on my house and abandoned the project. I owe them $7000 and have an estimate to remove and replace the wrong base and next Tuesday on 10/10 I have a wood floor expert coming to look at the sand marks to determine if they can be fixed or the entire floor gets re-done. I have never approved or agreed the work has been complete. They all viewed the incomplete work

  Business Response

  Date: 11/10/2023

  We have made multiple attempts to resolve this issue with ****************** by offering to come into his home and assess his concerns, and the flooring subcontract has also agreed to do the same. ****************** has refused all attempts and will not even allow us entry into his home to attempt a resolution. He has basically tied our hands and demanded we fix everything without even giving us entry. Even his insurance company has not been able to get him to cooperate in attempting a resolution. 

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20698399
  
  I am rejecting this response because the response is not true and I am tired of the abusive emails, liens on my home and threats of being turned into claims.  This has become a legal matter.  I am no longer pursuing this matter through the BBB as I had to hire an attorney.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/11/2023

  I wanted to respond to ******************** statement that we sent abusive emails and made false statements. I can provide all e-mails which will prove no abuse, and I have made no false statements here. We did notify him that if he did not respond to our offer and allow us to attempt a resolution to his complaints, that we would have to send his account to collections and put a lien on his property. Our subcontractor that did most of the work he is contending with, has been unequivocal in stating they are willing to go in attempt to resolve the issues he is voicing.

  I do want to clarify that we have sold the business (Servpro) after completing ********************** job, and it is under new ownership, which is a separate legal entity. His contract is with us (SPCDA, **** dba Servpro of Coeur d'Alene), and I have explained that to him. Even though I am no longer affiliated with Servpro, I do care about the new owner and do not want this claim (which could likely be resolved if ****************** was willing to cooperate in at the very least, attempting to resolve) to taint the rating of Servpro for the new owner.

• Initial Complaint

  Date:10/12/2022

  Type:Product 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.

  House Fire January 18, 2022 Paid Servpro : $44,055.29 Was hired to demo and restore fire damage to house porch, livingroom, attic. This dispute stems around their inability to provide a final invoice for payment so that we can schedule our contents be returned. Going on week 9.An invoice has been requested several times. Telephone contact September 19, 2022. My address was verified by "Crystal", receptionist, who advised that day an invoice would be sent. Nothing received to date.I have contacted the ServPro corporate offices, executive complaint, the state Attorney General, and now BBB.The only account number I have is our fire claim number from ********.

  Business Response

  Date: 10/14/2022

  To Whom It May ******************* goal is customer satisfaction, and it is unfortunate we cannot come to an agreement with **************************  All billing has been documented and approved by her insurance company. ************************* has been paid by her insurance for the reconstruction, and has not remit payment to us in full for the work completed. ************************* was sent final invoices on July 15, 2022. A follow-up email was sent to ************************* on 9/26/2022. Mrs. *********** contents, which is a separate billing, will be scheduled after payment has been issued from insurance. 
   
  Sincerely,
   
  ************************, General Manager
  SERVPRO of Coeur d'Alene
  11442 *********************.
  ******, ** *****
  ************

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18204455
  
  I am rejecting this response because:  I have asked for an invoice showing the statement of account from monies paid, that includes an accounting of money paid and money due.  I was advised one would be mailed September 19, 2022; address verified, and nothing has been received to date.   I do not have an invoice to pay from.

   

  ****************************************

  Business Response

  Date: 10/20/2022

  ************************* has been sent her outstanding balances on 7/15/2022, 9/26/2022 and 10/13/2022. ************************* has never requested a payment statement but we are happy to provide one. ***************************** insurance has been provided all of the information as well. 

   

  *********************, General Manager

  SERVPRO of Coeur d'Alene
  11442 *******************************.
  ******, ** *****
  ************

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18204455
  
  I am rejecting this second response because:
  ************************ has been requesting both a statement of account  and an invoice to pay from.  Neither have been received to date.  Emails sent were directed to a junk mail account and neither were received with detailed information of where previous recorded payments were applied to the work done and where the balance is derived from.  I have all payments made accounted for, I would like to know exactly where they were applied.  
  This request seems to be one this company dances around and does not want to provide.  I require this information to make payment, as any consumer would understand. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/02/2022

  Dear Mrs. ********************************* insurance money that you received was an agreed cost between you, your insurance company, and ourselves. We have a signed contract stating the dollar amount due based on that understanding. Our work is complete and the amount is due in full immediately. The email we have had correspondence with you is the one you provided us with and what we have on file. We do not have on record a corrected email address provided to us in order to better communicate with you. It seems you're having a technical difficulty on your end receiving communication you previously had no issue with beforehand. Perhaps you can provide us with a new email that would serve you better. All payments have been applied to total amount due in your account. Since your insurance has already approved payment to us for the work we have completed, please forward said payment immediately as you have already been served final invoices on several occasions. All necessary documentation has already been sent your insurance company. 

   

  Thank you,

  Servpro of Coeur d'Alene