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:03/07/2025

  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.

  Service Masters is claiming that I owe them $5,598.70 for Packing content and moving to garage. Service Masters is also claiming that I have signed a certificate of Satisfaction when, in fact, I was coerced into signing the document before the work was started. Service Masters was asked before the demolition was started to pack all the contents of the home and put them in safe storage to prevent any further damaged caused by the flooding in the home. Service Masters did not pack any household items and started to demolition the house including removal of drywall, insulation,and clean up from the water damage. Service masters continued to work on the property without securing the household items and relocated the items after 3 weeks into the dining room. It was in the dinning room that items were thrown into a massive pile, nothing was rapped or protected. When I, once again voices my concerns, Service Master told me that they did not have authorization to move said items into a secure holding area. State Farm did give them authorization but they did not comply. Demolition, clean up and reconstruction including painting and sanding and plastering was all done while all of my belongings were still left unprotected in the house. It was in March of 2022, three months after project was started that Service Masters took all my belongings and threw them in the garage because the hardwood floors needed to be finished. Everything was dirty and dusty and some things were damaged.

  

  Business Response

  Date: 03/07/2025

  We are writing in response to the complaint ID ******** regarding our restoration services provided by ServiceMaster. We appreciate the opportunity to address this matter.
  We would like to clarify the following points:
  1. Service Completion and Satisfaction: The restoration services were completed to the customer's satisfaction, as evidenced by the signed satisfaction form. This form indicates that the customer was fully satisfied with the work performed. (COS Attached)
  2. Insurance Payment: The customer's insurance company paid the customer in full for the ******************** rendered by ServiceMaster. This payment was intended to cover the cost of our services.(See attached adjuster email)
  3. Customer's Responsibility: Despite receiving the insurance payment, the customer has not remitted the payment to **********************. It appears that the customer has chosen to retain the funds instead of paying for the services provided.
  4. Protection of Customer Contents: During the ********************** process, ServiceMaster took extensive measures to protect the customer's contents. This was documented with photographs showing the contents being properly protected. (see attached photo's)
  5. Time Elapsed: The services in question were completed three years ago, and this complaint appears to be an attempt to avoid payment for services that were satisfactorily completed and acknowledged by the customer.
  We believe that the complaint is unfounded and does not accurately represent the facts of the situation. We respectfully request that the BBB consider these points when reviewing the complaint.
  Thank you for your attention to this matter. Please feel free to contact us if you require any additional information or documentation.
  Sincerely,