Complaints

This profile includes complaints for ServiceMaster BioClean's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ServiceMaster BioClean

  75 Executive Dr Ste 200 Aurora, IL 60504-8123

  
• 

  Aftermath Services

  3 Robinson Rd Ste B5 Bow, NH 03304

  
• 

  Aftermath Services

  2 1/2 Beacon St Concord, NH 03301

  
• 

  ServiceMaster BioClean

  399 Atlantic City Blvd (Rte 9) Bayville, NJ 08721

• 

  ServiceMaster BioClean

  297 Oak Ridge Tpke Ste 330 Oak Ridge, TN 37830

  

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:06/03/2025

  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.

  5/9 My brother called with ******* from ServiceMaster in the background saying she couldn't give a quote on cleanup from Mom's stroke w/o knowing if we plan to pay or bill insurance. My brother nor I understood that. ******* aggressively advised she's trying to help but can't give a quote without a choice. I told her the cost mattered and I didn't know if our insurance policy even covered such issue. I was thrown off because I did not call this company to come out. I told her as such and that I was upset about Mom. She said as policyholder I had to sign a form as such before she could quote anything and that her project manager would contact insurance to verify coverage & call me back to confirm before any work could be done. I signed the form, ******* called back with a quote of $1800 clean or $9k to remove & replace the carpet. I said clean. She said they could clean, but subflooring will reek through HVAC, so removal was best. I balked, she said it's nothing I've had $30k scenes, you don't have to worry as long as we verify your insurance, we do everything you don't have any worries or cost. 5/12 I missed a call from *******. 5/15 my brother text that ******* and crew removed flooring & said they reached out to me with info to get it replaced. I text her, asking what happened. She had no idea who I was, then called me yelling about not arguing with me about a dispute. I told her I never gave permission for work, I didn't speak to her beyond 5/9 & asked if her intent is to defraud my insurance *** $9k for removing the floor w/o permission. She hung up and I received an email from ***** ******** seeking details to file an insurance claim. I informed him that ******* didn't have permission to do any work and I am not givinv any more info. I had to replace the flooring out of pocket. I am now being harassed to pay ServiceMaster. I never called this company nor did I meet these people in person. I was called and was pushed to Docusign under duress.

  

  Business Response

  Date: 06/04/2025

  Thank you for taking the time to share your experience with ServiceMaster BioClean. I sincerely apologize for the frustration you have experienced. I see your displeasure relates to communication with the flooring (carpet). I have attached the Initial paperwork that was sent by DocuSign, to email *************************** and signed by ****** ****** on 5/9/2025 at 3:49:50. That paperwork states, Rooms Being Treated: Bedroom, Remove affected carpet, disinfect half-way up the walls and Hallway, Remove carpet and disinfect half-way up the walls. Also attached is the Customer Information Sheet that has the name ****** ****** and the email ************** the DocuSign was sent to. The person who called ServiceMaster for assistance was Rico ***** he listed himself as the son of the owner. We see this often as the family wants to help get the home back to a safe and livable state. ServiceMaster would not have been able to move forward without the Homeowners consent, which was given through DocuSign of the Initial paperwork. This type of job is often seen by us, if the job warrants a claim, the claim can be filed as long as the Initial paperwork is filled out; in this case it was. The paperwork signed via ******** also states you give ServiceMaster permission to work with Insurance on your behalf. (The ************************************* Authorization and Direction to Pay) Once a claim is filed, an adjuster is assigned, the adjuster reviews the policy for coverage options. ServiceMaster and the ***************** then come to an agreement relating to the cost of the job. Insurance covers the renovations (carpeting) relating to the claim, it is from the same incident so same claim. The policy holders out of pocket cost is the deductible on the policy. I hope I was able to clarify why things happened the way they did.  
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23412274
  
  I am rejecting this response because:

  ServiceMaster Bioclean is walking around the fact that I did not knowingly sign any authorization, giving them permission to work on the floors. I spoke in third party to ************* Regarding a quote for cleaning p*** off of the floor. *******, they're representative stated that she could not simply provide us a "because they needed to know if we would be filing insurance or if we would be paying out-of-pocket, we asked for a" for both ******* said. It doesn't work that way. She stated she cannot "just give us a quote without knowing which way we're paying". She 'has to put it in as if they were going to do the service and then her project manager would review details and let us know if they could move forward or not.' I said ok. ******* then quoted $1800 to clean or $9900 to remove and replace. I said, "I paid $10k to install flooring in the entire home, no way! I further stated to her my desire was to clean the carpet using a Rug Doctor. ******* began overtalking me saying "technically, we don't know if it's just ****, it could be p*** and blood, and if there's blood, then it's a biohazard and an insurance filable claim. She said she could just put it in and say she doesn't know what it is even though it was stated to her it's P*** ******* said she "didn't want us to have to go through trying to clean it, just push it down into the subflooring. even if we [Servicemaster] were to just clean it, it would push it down into the sub flooring, and when the **** runs the house is going to smell. We do this all the time!" ******* then went into suicides and all other gory things they do further exascerbating my duress as my daughter attempted suicide in 2023 leaving her incapacitated. I told her my brother and I would discuss it and call later if we chose Servicemaster, as again, I was cold called on this at my mom's hospital bedside!! We hung up, and 20 minutes later I get a call asking if I received documents from a specific email. It was ******* with her project manager saying they needed me to sign documents to review the insurance policy to see if we had coverage for the carpet. I reiterated not being sure if this was the route of resolution for me. ******* said she "understood that it was a lot, but they do this all the time. And I "don't have anything to worry about, because it's really just a matter of verifying the insurance policy coverage." She said they would call me back after her project manager reviews. I never spoke to either again and couldn't retrieve the Docusign to review once I left the hospital that evening. This was 5/9 or so, next I hear they removed the floor, told my brother we need to "to file another claim because they don't replace flooring", then asked my brother if he wanted something poured down "because the subfloor is going to smell." The room was left with just a subfloor! I never spoke with anyone to confirm moving forward and my brother has no power to give permission to do work on the home. I texted *******, she had no idea who I was. I asked her about what happened,  she got belligerent, she hung up and had Silver ******** email me. The fact that they are saying I signed a contract further illustrates the deceit, in calling saying that I had to Docusign to have my policy reviewed. I will repeat the Docusign was done in duress WITH ******* on the line pressing!! It was never intimated as a contract to do work. You will see they couldn't have verified anything before because of what Silver says AFTER I let them know I didn't receive a copy of the Docusign which is standard. I have pictures of the floor from before. It DID NOT need removal!!! I was scammed in a vulnerable state. Absolutely unethical!!

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

  

  Business Response

  Date: 06/06/2025

  This complaint has been elated for further review 

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23412274
  
  I am rejecting this response because:
  They keep mentioning documents signed, but the documents that they sent were not the documents that they told me that were needed to be signed. And I did not give permission. My case is proven by the simple fact, they didn't even have the information they needed to file an insurance claim before they ripped the carpet out. Silver's email confirms my claim,  it asks for details that they would have already had had I given them permission to come do the work. They were supposed to call me back. And we were to schedule, they called back.I was busy and did not answer and they opted to do the work because they felt that they had a signed contract. AFTER the fact realized that they didn't have the insurance information, this is clearly fraudulent!!!! There is no insurance for the specified time per ********. I don't not have an open claim with them nor have I paid a deductible. I NEVER gave permission for anything beyond a quote.

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

• Initial Complaint

  Date:05/21/2025

  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.

  Body in my home was found deceased on 5/1/2025 the Grand Blanc Twp. police advised that we must contact a company to clean up the biohazard from the death and drug residue present in area of deceased. The police stated it was unsafe for us to clean it on our own because of advanced decomposition of body. There was visible Maggot activity in area. ******** was contacted by phone after hours at corporate and communication was made to local office by email. ******** stated services were covered under my current Allstate policy at 100% for cleaning and removal of biohazard. Service person ******* spent more than an hour spraying and checking entire 800sq.ft. for biohazard and drug residue present. ******* said after cleaning the area it was safe for adults, children and pets but there would be a chlorine bleach smell for several days 48 hours due to the solution used to clean and spray the space, air, and steps. He stated biohazard did get on materials on both mattress and box spring. He removedthe pieces and completed the job shortly after 12:30 am on May 2, 2025. More than a week later I hear back from Allstate corporate office NOW saying claim doesnt cover the cleaning as stated on invoice. They requested an itemized bill showing cleaning chemical used in the space. SM Bioclean has to date refused /failed to produce the itemized statement required by *********** Bioclean is now stating the only thing done was remove the mattress and no chemicals were used. This is not true. My mother was at home for the whole process and witnessed the 70 minute cleaning and 20 minute mattress removal . The products could be smelled in the air for days. I gave Service Master Bio clean the authorization to clean the area, including the mattress because it had biohazards material on it per service master representative ******* or ****** at phone number ************. To resolve the issue I need SM Bioclean to provide the invoice with chemicals/cleaning.

  

  Business Response

  Date: 05/21/2025

  Good afternoon,

  Upon review of the job, I see a local ******** agent said this was a covered loss. Most often personal property is not covered under this type of loss. When the dwelling also known as the structure of the home is affected, a claim will be filed, and an adjuster will be assigned. The adjuster would review the policy for coverage options at that time. In this case the dwelling was not affected, just personal property. If there is an adjuster assigned, we will send the requested documents to the adjuster. An ******** Agent does not handle claims or the paperwork regarding the claims. Are you able to give us the contact information for the adjuster requesting the itemized bill? We will send the information requested. I do apologize for the miscommunication given to you by the ******** agent. This job was marked as a self-pay in our system and also marked as a mattress removal; meaning the mattress, box spring and bedding were removed only. On the Initial Estimate paperwork, it states Scope: *********** will treat the affected areas within the basement. Room: Basement - Cut bio from bed and remove bed. The scope of work chosen does not include odor. If Willliam did any additional work besides what was stated on the paperwork, he did the work pro ***** I have attached the Initial Estimate that was sent to your email and signed by you via DocuSign on 5/1/2025 at 9:22:07 PM. I have also included final photos that show only the mattress was removed, the dwelling was not affected by this loss.

• Initial Complaint

  Date:04/11/2025

  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.

  The gentleman **** that not only sold the job he also performed some of the tasks Made it clear. In the end, all my requested tasks would be performed Specifically prepped for an exterminator to follow in the coming days To which he promptly told me. If my men know there is bugs in the house they will not enter. We will take care of it though in the end I'm not going to write it down As well I stated multiple times I needed The entire house to have a thorough deep cleaning as was the instructions from my doctor As my immune system had been shut down through medication due to liver issues To which he agreed At the end of our conversation in my backyard I asked what about the basement. He said oh, I didn't even look in the basement. he stated basement's going to be an additional $1,000 but let me go take a look which he did.He also stated we'll have four or more trucks here so I shouldn't need a dumpster which will save you a lot of money. I said well if you need a dumpster get one he said we should be fine with four trucks. When he came out of the basement he stated I can do it a bit cheaper than that. $1,000. We settled on $3,800 which was never in the written contract, although that Is what he was paid $3,800 The job was to be completed on the following Sunday and he said if we don't finish on Sunday, we'll be back Monday morning On Tuesday afternoon after working just a couple of hours he came to me in my yard and told me okay. We're all set. I said well how could that be No actual cleaning had been preformed in the end he referred me back to the written contract which was never completed. Although signed, the basement was never added. The extra money was never added. The job was never completed. They never even swept out the house much less had they cleaned anything. They did (declutter) and supposedly disinfect but how do you disinfect filth?When I question **** about the disinfecting he told me I don't know what your idea of disinfecting is...

  

  Business Response

  Date: 04/28/2025

  This complaint is under review

• Initial Complaint

  Date:04/02/2025

  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.

  I hired ServiceMaster Bioclean to clean up following my step dad's death. They gave me a quote which I agreed to. Later they billed me more than the quoted price starting they had to do more work than anticipated. They can not or will not provide proof of the additional work. I would like them to honor the original quote.

  

  Business Response

  Date: 04/28/2025

  Additional work was not done other than what was agreed on. The balance due is the deductible $1202.00, based on the ******************** Policy. State Farm paid for the services rendered minus the deductible amount of $1202.00.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23153219
  
  I am rejecting this response because:  I was told the service would cost $7614 and that is what I agreed to.  Why the additional charge and change in price afterwards?  I was not notified during the service that the price had increased.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/30/2025

  The Initial ESTIMATE was $7,568.27 the Final amount was $8,854.06, the jobs are estimated onsite, even if they are self pays. For insurance jobs the Final amount is negotiated with the insurance provider and ran through a system called Xactimate for contractor and consumer fairness. All insurance jobs have a deductible based on the policy chosen by the homeowner and offered by the insurance company.  No matter how big or small the insurance job is, the deductible is always due by the contract signer/next of kin or policy holder. 

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23153219
  
  I am rejecting this response because:  I have a service agreement stating that the amount of the service is $7614.  The agreement should clearly state it's an estimate if it were. Your company reached out to insurance before starting and should have agreed on a price then. 

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

• Initial Complaint

  Date:02/17/2025

  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.

  Trans. Date: 01/31/25 - 02/13/25 Promised 4 days gave 3 Did not complete work as stated in contract. Copy of contract description sent with pictures.Amt Paid: $19,002.60 made in 2 Pymts. 1st check $3854.52 2nd check $15,148.08 said they would take $12,000.00 if I paid in full but when I elected to do this I was told the discount would only apply if I paid on the 6 month plan. I was told ONLY if I paid the remaining balance off the company would accept $2,000.00 for 6 months which equals $12,000.00 On 2/13/25 at time of final payment The *** THEN stated because I was not paying on the payment plan ($2,000.00 for the next 6 months). I had to pay the full amount ($15,148.08) a difference of ($3,148.08). This is the amount I wish to have refunded, not just for the overpricing but also because they did not comply with the contract agreement about the kitchen (upstairs), the vacuuming of the rugs and not cleaning under or behind the sofa downstairs. What I saw as cleaning was a spray can of something and paper towels or rags to do a quick wipe up. The upstairs rugs were not vacuumed. the kitchen cabinets not wiped. As stated on contract: wipe down, disinfect (entire) kitchen and box and bag all personal items. Plugs left in walls and walls were not wiped down or disinfected. Frig, cabinets and walls not wiped down, No carpet was vacuumed. I expected this company to comply with their own contract, The way the final payment was handled by changing the story of accepting $12,000.00 and then wanting the other amount because I elected to pay it off ( as suggested by the ***) and not use 6 month pymt. plan. I cannot prove this because it was verbal but the incomplete work speaks for its self.I took pictures as best as I could. One other thing, this company accepted checks made out to: Service Master Bioclean. *** said they were transitioning to Aftermath but paperwork not completed. Contract paper shows Aftermath as owner company so should be responsible for work not done.

  

  Business Response

  Date: 03/14/2025

  Hi ****, 

  We're very sorry to learn of your recent experience and apologize for any frustrations or inconvenience that you experienced. If you are willing, please contact us directly at ************** so that we can learn more about what happened and resolve this for you. 

   

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 22944083
  
  I am rejecting this response because:

  I do not understand why Aftermath wants me to call them about this complaint when Bioclean already denied any responsibility for the work performed and the paperwork that I submitted to their representative, ******* ***, Project support for ServiceMaster ************. and I quote: They do not offer discounts for any service and the amount I paid was correct. The paperwork that shows the offer of payment of $2,000 for 6 months starting March 10th was considered  scribble notes. ServiceMaster does not give discounts for paying up front. My question is this; Why even write this offer on aftermath contract paper by their supervisor *******?

  The other point was how this work was done. Sloppy at best the boxed items were literally thrown in boxes without protection or wrapped in rags or paper towels and not the bubble wrap as stated at the time of the discussing as to what was to be done. Also, the workers went through drawers on the first floor when they were told NOT to go through any drawers. After checking what was done, I discovered some drawers were emptied and some were not, Can anyone at your company tell me why this was done?. The contract states to wipe down and vacuum certain areas clean trash and box personal items and vacuum those areas. I sent pictures of the kitchen area were "the wiping down" was not done at all.

  Also, I paid for 4 days service and they only accomplished three and were in a hurry to leave to go to another job..  Everything about this company was handles indifferently and dishonestly. I feel that I have been scammed and hope that they will eventually be caught and lose their license.

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

  

  Business Response

  Date: 03/17/2025

  Hi ****, 
  
  What is the best number or way to contact you? I have escalated this to our director of operations, ***** ********* who will be in touch to resolve this. 

   

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22944083
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 03/20/2025

  Complaint: 22944083
  
  I am rejecting this response because: they did not give me a viable number to reach them. the number provided did not go through when I called it. Unfortunately I was not able to respond with only 2 options offered by requesting that they can call me with the information listed with your service or give me a phone number or email where I can reach them. This complaint can be resolved by reimbursing me the difference between what was quoted and what was demanded at the time of the final payment ($3,800 plus). Please respond.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 03/20/2025

  Hi ****, 
  
  What is the best number to reach you at? 
  
  

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 22944083
  
  I am rejecting this response because:
  The company has ask for a way to contact me but did not give me a number to reach out to them. In an earlier phone number that was given, when called/texted, did not go through. I am willing to talk with them but need a viable contact number or email to do so. I would prefer an email contact in order to have a reference point recorded as to what will be discussed. I can be reached on my: email; ************************ or my mobile; ************
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 04/02/2025

  Hi ****, 
  
  Please reach out to ***** ********* at **************************************** He will be able to resolve your complaint and go into further detail. 

  Customer Answer

  Date: 04/14/2025

  Complaint: 22944083
  
  I am rejecting this response because: I have sent an email to this company and am awaiting a response from them. If they do not respond to the email then I can assume that they will not take responsibility for the faulty work done and the over charge $3,148.08 The email I sent a request to is; **************************************** should you need a referral point of contact. Thank you.
  
  Sincerely,
  
  **** Cusimano 

  

  Business Response

  Date: 04/25/2025

  Thank you for the update, you should be hearing from ***** shortly. 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 22944083
  
  I am rejecting this response because:
  I have been waiting for a response from this company since the beginning of March from *. *********. As of this notice He will be supposedly  contacting me shortly. This complaint has been active since February 18th. I am very concerned about the removal of my fire alarms and placed in a box. I would like an explanation as to why this was done, Between the faulty packing of items using my supply of paper towels and not bubble wrap as stated in the contract, the removal of the fire alarms, the emptying of "some" drawers while others were not emptied. No drawers were to be touched and the over charge amount of $3,148.08. Please keep this complaint open
  Sincerely,
  
  **** Cusimano 

  

  Business Response

  Date: 06/06/2025

  Good morning ****. I know you have talked with several people here regarding this issue. While I do not see that there was any error on our part. The paperwork was signed for $19,222.20 and that was what we collected. I do understand that there was some kind of miscommunication that occurred. We are willing to bring this to a conclusion with you for $1500. You would need to sign a release for that amount and once we receive that back from you I would be able to issue the check. Please confirm acceptance and I will send the release to you right away. Thank you.

   

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 22944083
  
  I am rejecting this response because:

  On May 9th, 2025 I received this exact same message from ****** *****, Manager Client services for Bioclean. This is not acceptable to me. I have tried to contact  BWarcholek@bioclean who was suppose to respond back to me. Instead he has past this compliant to *** ***** who simply repeated this offer again. If there was no error on their part and wish to label this as a "miscommunication" then why offer the amount of $1500.00?  My request is for the amount I was over charged for their services ($3,148.08) and will not accept anything else I am becoming very distressed in how this is being handled. I have been taken unfair advantage of by the representatives (workers) for your company The over charged amount for this "service" is one thing but not honoring what is written in the contract for these services is a very different matter especially when it was not completed as written and I have written the many errors that I have found in the way that boxing material was not used as stated and the many items that were stripped from the walls, the half emptied drawers, the sloppy cleanup, the careless handling of these items in my  home I would do a full deposition in detail if needed along with pictures, if needed. Perhaps, it would benefit all involved to agree to take a lie detector test to validate what I am stating as correct and not a "miscommunication". I am willing to take one also.

  So, in conclusion I will accept the amount I feel that I have been overcharged ($3,148.08) for the Bioclean services. The fact that the contract was not honored as written and the careless handling of  the items in my home, the emptying of  (some) drawers, the stripping of wall pictures and mirrors, the removal of smoke alarms, etc. I will not press any charges against. Until this is honored, this complaint will remain  unresolved and open.

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

• Initial Complaint

  Date:08/14/2024

  Type:Billing 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.

  Aftermath provided a cleaning on my Dads condo after an unattended death. The cleaning was done to standard and is not the issue. The company set up a payment plan where I would pay $100 a month for 6 months or until the estate was settled. When I called to make the first payment the phone numbers listed on my invoice did not connect and I had to call the call center and wait for a call back from the ************** When I called they said they did not see a payment plan but that it can sometimes take a few weeks and that I should not worry. They took my payment. When I called the next month to make a payment again I could not get through to anyone at the ************* directly and had to call via the call center. When I reached them I asked to make a payment the person I spoke to told me that the full $7000 balance was due. I explained that I had a payment plan and only owed $100 this month. The person said that I do not have a payment plan and had to pay the full balance. They were extremely rude and implied that I was lying about having a payment plan. I kept records and sent them the payment plan and it was finally added to the account. When the estate closed each of my siblings had to call to make a 1/3 payment due to the way the estate was disbursed. Again no one answered any phone number that we were given. No voicemails were returned. No messages left by the call center were returned. It took 2 weeks to hear back and pay off the balance. Lastly I am trying to get confirmation that the balance is at $0 and have requested a final invoice or receipt as well as confirmation that the automatic payment they set up has been cancelled. Once again no one has answered any phone calls at any number for the ************** No voicemails have been returned. No messages left via the call center have been returned. I have tried many times over the course of multiple days and have gotten no correspondence.

  

  Business Response

  Date: 09/10/2024

  See Attachment

• Initial Complaint

  Date:08/02/2024

  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.

  My husband passed away in our home and was unattended for 2 weeks, Aftermath was hired for trauma cleaning with a contract price over $48,000. I trusted this company to come into our home after my husband's death to complete a service and Aftermath, ************************* and her team entered parts of our home on July 20th that were not in the service contract and tossed away our property in a dumpster as if in an abandoned home. My husband was a Veteran Naval officer of 24 years and they threw away all but one of his uniforms, his jewelry collection, designer handbags, shoes, Movado watches, Leather jackets, anniversary gifts, cards etc, on and on- then she proceeded to tell me they didn't throw away anything "important". They had no cause what so ever to be upstairs in my home violating my privacy. The contract clearly states the only affected area was the first floor, so the crew should NOT have stepped one foot on my stairwell, let alone open any of my four closed bedroom doors and rummaged through our personal belongings. No matter what the settlement amount is, my property is gone forever my loss is immeasurable. Unfortunately, we have not resolved this matter. I have been patiently waiting for feedback from the manager/ director ***************************** and learned correspondence has been going to an incorrect email address listed for me this has added to my stress. I expected this company to make my life easier instead, the experience has added unimaginable loss to my existing grief and loss. During one of the most difficult times in life, a family shouldn't be taken advantage of in this manner. I feel victimized by a company that was supposed to in a small way help make me whole again. Aftermath and their employees did not honor the contract or their client.

  

  Business Response

  Date: 09/10/2024

  See Attachment

• Initial Complaint

  Date:07/12/2023

  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.

  Aftermath **** was fraudulent, negligent, price gouging, incompetent and breached our contract in certifying that all biohazard dead body fluids were removed, but instead they covered over the biohazard body fluids leaving a terrible death stench and a fly and maggot infestation damaging 6 other condos and a hallway. Aftermath price gouged by charging $36,733.50 taking 3 WEEKS to NOT REMOVE all the body fluids when **************, COMPLETELY REMOVED ALL THE ****HAZARD FLUIDS IN 1 DAY FOR LESS THAN HALF THAT PRICE! This depleted the insurance of needed funds to restore the condo because Bio-One had to redo the job.Aftermath fraudulently claimed to be a full bio hazard removal company but they do not remove flooring necessary to remove seeping bio-hazard body fluids in flooring. They breached our contract by not informing us another company was needed & did not test the surfaces as promised. This violates their own principles as Aftermath's co-founder said, "There is no other way to clean the damage but to remove all affected materials...if tiles are simply wiped down, the remaining bio matter can spread disease, release odors and further damage property."Aftermath was incompetent because they didnt even know the ***** of ***************** or OSHA regulations for removing flooring & ceiling drywall and falsely accused ************** of violating these regulations. Aftermath was negligent in not removing all the body fluids that obviously seeped down into the bare cement cracks that the body laid on undiscovered for over 2 1/2 weeks. Aftermath offered an unfavorable settlement because it wasnt enough to restore the condo and pay for damages they caused.We are asking Aftermath, **********************************************************************, to pay for damages to *************************************************************** due to their negligence, to 6 other condos of $5605.05, a hallway of $2550, and repairs to completely restore unit 5 of $4500, totaling $12,655.05.

  

  Business Response

  Date: 08/02/2023

  Please see attachments

• Initial Complaint

  Date:06/19/2023

  Type:Order 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.

  Aftermath was recommended by the coroner to use after the death of my father. After coming out and wanting to charge me $8000 to clean an 800 sq ft apartment, the workers made a few calls and decided they could do the job for $1700. this was paid out of pocket by me (his daughter). His apartment is still not accessible due to an incomplete job, and I have another company coming out this week to hopefully do a better job for an additional $400. I just don't want anyone else to have to deal with this sort of service and added stress on top of dealing with an unexpected death.

  

  Business Response

  Date: 06/26/2023

  Dear **********************,
  Thank you for bringing this matter to our attention. We appreciate your understanding and giving us the opportunity to address the issue promptly. As discussed, our team revisited the site on 6/21 to rectify the service concerns. The floor was rescrubbed and then sealed to your satisfaction. We sincerely apologize for the inconvenience.

  Should you have any further questions or require additional assistance, please do not hesitate to reach out to us directly.
  
  Thank you,

  The Aftermath Team

  Customer Answer

  Date: 07/01/2023

   
  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. However the only reason Im accepting this is because they did come back out and did what they said they would do. But they showed up an hour late. When I called to inquire where they were I got the excuse they were stuck in traffic. And was told he would just  have them turn around if it wasnt acceptable for them to be that late. I question how they can charge me $1700 to scrub and seal a 2x3 ft area. And was also told that I would receive a follow up from ***** and have yet to hear anything. This business continues to disappoint, and I still question everything about this business and how they handle operations. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/20/2023

  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 would like to file a complaint about Aftermath Services ***************************************************************** . On Feb 20, ********************************* my house where my husband had passed away (my husband was alone in the house and his body was not discovered till Feb 15, 2023). As part of their cleaning, they damaged the floor and one of the floor boards was warped and this was far from where the body had been found. This damage to the floor was noted in the invoice / job number 2301874 of $4683.16 which I paid on Feb 20, 2023. It is now 4 weeks since then and despite my multiple calls to them, they have not agreed to either repair the damage or refund me part of the money I paid. They are refusing to take responsibility for the damage, saying the damage was already present. If the damage was already present, they should have pointed it out. Further, this house is a new construction by **** Brothers and we purchased it in June 2022. This type of damage is not present anywhere else in the house so it stands to reason that their cleaning resulted in the damage. When we looked at the photos they took while they were cleaning, there was a photo showing them cleaning exactly where we later noted the damage.I am looking to quickly sell the house so I need to repair this damage ASAP. I may have to get the repair done myself as I wait on a monetary resolution.

  

  Business Response

  Date: 03/28/2023

  Thank you for sending your concern and apologize for the delay in response. We have promptly provided a refund for the repairs. Should you have any other questions, please don't hesitate to reach out directly to us.

  Customer Answer

  Date: 03/30/2023

   
  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,
  
  *********************