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:09/06/2024

  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.

  ServPro Naperville was contracted after water damage in my home on Oct. 13, 2023. I have had many issues with ServPro Naperville. I contacted ServPro headquaters in Tn. They provided names of owners of Naperville franchise. I sent an email but got no response. Since completion of the flooring installation (April ******) there have been popping and crunching noises. Installer says add humidity, however, humidity is added in the winter not summer. My ac unit acts as a de-humidfier in the summer. The sounds do subside in wet weather but they always come back. Installer says add glue. That does not help. He wants to keep adding glue but also says floor could be damaged by that process. He said too much glue could cause the floor to buckle. I am getting conflicting information by both ServPro & the installer. They were here on 8-31-24 but sounds were not present, it was humid. He wanted to add glue that day. I said no as how would he know where to add the glue? I continue to ask both of them for instructions that must have come with this flooring. They cannot provide those. How do I know if the correct materials were purchased and used if I do not have the instructions? I have video of the popping and crunching sounds. ServPro overbought ***** boxes of flooring. They returned that flooring and kept the money instead of using those funds to pay for underlayment. Installer recommended cork underlayment. I was charged. They overbought on supplies, not used in my home. This is unethical. I would like that money returned & any other that was not used on reconstruction. I am a 74 years old. I believe that I have been taken advantage of by this business because of my age and because I am alone. I feel I have been pressured, bullied and disrespected by this company and particularly by some of their employees during this reconstruction process.Please help me. Thank you.  

  Business Response

  Date: 09/09/2024

  Thank you for contacting our office with this issue. We'd like to have a chance to reply.  We have attached copies of the complaint and email between ******************, Servpro Corporate, and our office.  
  
  We have made every effort to address the homeowner's concerns, meeting with her multiple times. Despite our best efforts, we have not been able to replicate the noise she is referring to. We even have a video of our visit. We scheduled another appointment to investigate further, but the homeowner canceled. She assured us she would reschedule, but no new appointment has been set. We remain committed to resolving this issue to the homeowner's satisfaction. 
  
  We have explained to the homeowner multiple times that we purchase additional materials at no additional cost to the homeowner.  We do this to cover overages, damaged materials, or other possible project delays.  The homeowner was only charged for the materials used in her home. The estimate provided covers just the flooring in her home.  We purchased the additional materials and got credit for them.  She did not pay for them. Therefore, she is not entitled to the credit.  We have attached a copy of her approved estimate for you to have a look at.
  
  ****************** stated that we should have supplied information about the materials used. We emailed her this information last week per her request.
  
  We are deeply shocked and appalled by the homeowner's allegations of discrimination. We want to reiterate that we would never discriminate against anyone for any reason. The homeowner has never expressed such concerns in our numerous emails or in her formal complaint with our corporate office. 
  
  We at Servpro of Naperville take great pride in our commitment to quality work at fair pricing. Before the work began, the insurance company and ****************** reviewed and approved the estimate. We have addressed every email, phone call, and text message, and we will continue to do so.
  
  Thank you,
  
  *******************
  Owner

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22250366
  
  I am rejecting this response because:

  On the last visit from ServPro and the flooring installer, my son was present. He was there to give me much needed support.  He is aware that I have a video with audio showing the popping of the flooring. I showed that video to both the ServPro **** and to the flooring installer. They were both shocked and said they would not want to hear this in their home. They said they understood why I was reaching out for help. 

  I have asked ServPro to have someone (independent)  come test my flooring to make sure that the materials used were not damaged in any way. I repeatedly asked for information regarding the flooring and was not given anything until recently and that was on the date that I filed with the BBB. I told ServPro they I was filing a complaint. Why did it take months to comply with my request? I stated in my complaint that the noises are not heard when it is humid and it was very wet and humid when Serv Pro came on August 31. I continue to take video's and audio of the flooring. Currently I am reaching out to an independent company to help me. 

  From the beginning of this project I was repeatedly bullied by ************************* who told me she was the owner of this company. She is the operator. She was offended at the beginning because I told her I could not work with her. She was abrasive and rude and told me that I would have to make an appointment with her two weeks in advance to get assistance. So I asked for another project manager and was assigned one that did not comprehend what was entailed in this project. 

  At one point ************************* threatened to put a lien against my home. This was because I would not pay her because counter tops were not put in correctly and cupboards were not properly installed. I have video of all of this. The handy man she hired to install the countertops  that asked that I clean up the mess he left behind. Ms. ************** is aware of this. On the date she said she would bring a new person to look at the countertops and also the millworker to move the counters she showed up with 8 people. This was done to intimidate me, a 74 year old woman who lives on her own. This has been the behavior of this company and the operator from the beginning. 

  Please address the overage that I paid for supplies and the 19-20  boxes of flooring that were purchased but not used in my home. I would like you to address these issues **************. I was charged for flooring and supplies that were not used in my home. 

  Please address why I was repeatedly put off and why was this not addressed quickly instead dragging it out?  Every time I reached out to your company I faced incorrect information and delays. 

  Why have my repeated requests for help been ignored?  

  When I contracted ServPro Naperville to do this job it is because they were a preferred company by State Farm Insurance. I trust State Farm and felt they they knew what I was faced with. They have recordings of every call I made to my adjuster. I suggest that you listen to those and see if it will enlighten you. 

  I continue to be shocked and concerned for other seniors that face the treatment provided by your  company **************.  No one should have to endure what I have in order to get her home fixed properly.  While all of this was going on with your company I had health issues that demanded my attention. I was dealing with damage to my home, I was dealing with living in a hotel and I was dealing with  being bullied by your staff and neglect to address issues that were of the  up most importance to me.   There were times when I questioned my reality and no one should be faced with that because of avarice and greed. 

  Please address the unethical way that your company  treats  people and the advantage that your company  exerts over others who trust you.  Had I received fair treatment by your company and staff I would not have filed a complaint. 

   

  Thank you. 
  
  *****************************

  Business Response

  Date: 09/10/2024

  This letter is again shocking. We dispute the details of the email and are providing screenshots of text messages between our office and ******************.
  
  
  We have gone above and beyond to assist her. We have met with her multiple times to discuss flooring, visited multiple stores, and ordered samples. We don't typically do this, but the homeowner said she had no one to assist her.  We did all of this without a signed contract or deposit.  This is not something that we are compensated for.
  
  
  Flexibility is a cornerstone of our service, and we have always strived to accommodate  ********************** requests. When she preferred a different project manager after a text message was not returned within an hour, we immediately assigned a new project manager, respecting her wishes. Please see the text messages forwarded to your office. 
  
  
  She worked with the new project manager throughout the project without complaint. ************************* was not involved again until ****************** requested she come out in April. 
  
  
  At our company, professionalism is non-negotiable. We can assure ****************** that our office has never engaged in bullying, discrimination, or unprofessional behavior.  
  
  
  When we arrived with multiple people, it was to address punch list items and a final cleaning as scheduled.  ****************** was aware of this and was expecting our crews. See the text messages forwarded to your office.
  
  
  There were discussions about her payment. ****************** was not honoring the contract that she signed. She was concerned about her countertop. We repeatedly assured her that we would take care of it. Because of this, she didn't want to make her scheduled payment. We allowed her to withhold five times the amount of the funds for the remaining work to assure her that we would complete the work required. She was never threatened. See the text messages forwarded to your office.
  
  
  We do not hire "handymen."  We procure licensed, insured professionals for every job, which is why multiple contractors are involved. She was never asked to do clean-up.  
  
  
  We have already explained the additional flooring.  She hired our office to redo the flooring in her home.  We redid the flooring in the rooms requested.  We followed the estimate, which was reviewed and approved by the insurance company and the homeowner.  
  
  
  This was not repeatedly put off, as the homeowner has suggested.  We scheduled meetings after the thirty days we required.  The homeowner has rescheduled multiple appointments due to health issues and scheduling conflicts.  There have been times when she asked for a last-minute appointment, and we again let her know that we made our schedule in advance.  We do our best to accommodate scheduling requests, but last-minute requests can not be guaranteed. She is the reason that appointments have been canceled or rescheduled.  She still has not rescheduled the last appointment.  
  
  
  We have been trying to address ********************** concerns. She did produce a video.  Our shock was that we had never heard the noise in the video during the multiple appointments we had scheduled. We have a video of our last visit, where she placed the tape on the floor. We walked through the space, and no one, including her son, heard the noises. This is why the appointment was rescheduled.  Again, she canceled the appointment and has failed to reschedule. We have not personally listened to the noise she is describing.
  
  
  ****************** stated that we gave her the information about the flooring products after she filed a complaint. This was incorrect. When she requested it, we let her know it would be sent by Friday, September 6, 2024. It was sent on that date. She filed her complaint the following day. 
  
  
  ****************** has written multiple emails and filed complaints with our corporate office and the BBB. She is entitled to do this. However, each complaint adds another layer. The items referenced in this response are egregious and untrue. Some of which she has never stated before. We have responded to every phone call, email, text, and complaint.  We pride ourselves on quality service and excellent customer service. 
  
  
  In our business, we understand that issues may occur at times.  How you handle those issues is the difference between a good company and a bad one.  We pride ourselves on being one of the best in our industry.  We strive for customer satisfaction at all times.  
  
  
  The difficulty we face is proving that statements made against us are inaccurate and false. We have proof of every text message and email between our company and ******************.  Her characterization of our employees and her reconstruction process is untrue. We hope that your review of the evidence shows this.  
  
  
  Thank you for your time and consideration in making this untrue post of events.
  
  
  Sincerely,
  
  
  *******************; .

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22250366
  
  I am rejecting this response because:
  

  I am writing to address the flooring installation issues and recent interactions regarding my home. I am deeply concerned by your claim that the issues I have reported were not witnessed by your team. As a reminder,  both the installer and the operator of your business were present and witnessed the popping and cracking noises firsthand. The installer even returned to apply a substantial amount of glue in the hallway and other areas to address these very issues. 

  I want to also bring to your attention the unprofessional and bullying  behavior I have experienced in my interactions with your company. Accusations of dishonesty and denying what has been witnessed by your own team are not only unwarranted but have caused me considerable distress. I expect to be treated with respect and professionalism as we work toward a solution. 

  I have recordings of the noises and am willing to share them if needed.  I request that we proceed with a clear plan to solve this matter and all future communication be respectful and constructive. 

  I trust we can move forward with the professionalism that this situation requires.  

  Sincerely,

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