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:04/18/2023

  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.

  Due to flooding from a plumbing issue, I contacted this ServPro location on 4/14/2023 at the behest of my homeowner's insurance to start the mitigation/remediation process while they work through coverage questions they have. Since the day they brought equipment to my home, they have refused to answer questions regarding the cost for what they have provided or what exactly I am paying for. They have been rude and evasive the entire time and will not answer the questions I have asked about costs and services. They have not provided me with anything other than a receipt for my "deposit".

  Business Response

  Date: 04/20/2023

  **************,

  We regret that you had anything other than an outstanding customer experience with our organization.  As you explained during our initial meeting, you had concerns that the damage may not be covered by your insurance company.  As such, it was agreed that we would return on 4/17 to provide an estimate.  Unfortunately, the estimator assigned to your job had an unexpected family emergency, which is why it was rescheduled for 4/18.  We left you a voicemail informing of you of the change.  We understand that you had a poor experience with other contractors in your home, however we have been your advocate and transparent during this process.  

  Please contact our office if there are additional conversations you would like to have with us.  Our number is ************.  We are always happy to help.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19948978
  
  I am rejecting this response because: Hello,
  
  This complaint has not been resolved and the company refuses to answer questions about how they are going to repair the damage caused to my home by their employees. 
  
  
  Thanks. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/01/2023

  **************,

  We are sorry that you feel we have not resolved your issue or answered your questions.  Please contact our project coordinator at ************ for assistance.

   

  Thanks,

  Servpro

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19948978
  
  I am rejecting this response because:

  i Have been in constant communication with this busy and they have been nothing by unhelpful and deceptive.

  they did not provide pricing information in a timely fashion despite my continuous requests for such details; took advantage of my perilous state to overcharge me, and did immense damage to my home in the process  

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

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was recommended by our insurance company State Farm to help us repair our home after ice dams. The ice dams occurred in Feb 2021; however the work by Servpro continued through 9/16/22. They have refused to finish the job as committed to via email and phone conversations (where I had a non-relative witness on the call and informed Servpro of this). Servpro damaged our property during the "repair" process and failed to meet the expectations communicated in initial conversations beginning in April 2021. Our ceramic tile should have been included in the claim due to water damage. Their lack of competency throughout this process impacted my family for ********************************************************************************************************* November 2022 so that our home could finally return to their slogan "like it never happened." They have been unresponsive to our emails and phone calls to get this matter resolved. They did not perform the job in the way our home and my family should have been treated. Our house was disgusting for over a year. I have images and emails to support our complaint. I am seeking full payment of our flooring to resolve this claim. Our floor was cracked by their employees in multiple places. They dropped our microwave (which we paid to replace) onto our ceramic tile floor and the drying process they used cracked our floor where it was exposed to water damage. The entry way tile was also damaged because the floor was uneven due to water damage. The tile in the laundry room was also cracked by employees due to equipment being brought in and out of our home. Servpro should be held responsible for these expenses. As homeowners with excellent insurance, our out of pocket expenses exceeded $47,992.75 (see documentation) not to mention being only able to use the top floor of our home for over a year. Living areas were under construction and not safe for standard living conditions. Photos and additional receipts available.