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:12/13/2023

  Type:Billing 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.

  see Attached document

  

  Business Response

  Date: 01/11/2024

  This was originally sent to our collection agency when we hired an additional employee to help with old collections, but was then written off on 11/29/23. The balance on ******* ******* account is now zero. I have attached the credit invoice and his final invoice that shows paid.

  Customer Answer

  Date: 01/15/2024

  
  
  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,
  
  
  
  ******* ***** 

  
  

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• Initial Complaint

  Date:10/12/2022

  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 was at my House July 2nd, July 5th, July 19th and July 20th. After the Category 3 water damage on the 30th. Servpro walked away from the job to start their vacation early because they failed to bring a house to suck up the waste. They were going to spray it all over my yard and I stopped them. They never returned letting a category three disaster sit for 3 more days. My next contact came with the conference call on July 5th. I was in Lawrence Kansas and spoke with *******, I believe. We went through several items that were damaged in my garage, I compiled a handwritten list of these items and I was told a detailed inventory would be taken and emailed to me. I was told all other items were not damaged or could be cleaned due to the material, these were all to be returned to my garage. No inventory list was ever sent, in fact I didn’t receive the list of damaged items until July 20th.I then return from vacation on July 18th to find that my driveway was still covered in the dried and
  dangerous muck. They cleaned the garage on July 5th but failed to do anything about the 3 inches on muck across my driveway. Furthermore, a pile of my belongings sitting in my backyard. Many of these items were not originally listed. I immediately contacted Louisville Water and Servpro. I started my conversation demanding that I be provided a list. I was originally told one existed but when the crew arrived at the property on July 19th, I demanded to see the list before letting them on my property. It was only then they admitted one didn’t exist. I have photos of the pile and I took my own pictures of each individual item before letting Proserv proceed. This
  conversation was 100% with Project Manager- ******* *****. Servpro then proceeded to spray waste all over my kids trampoline, my fence and my property. They ended up doing exactly what I stopped them from doing on July 2nd. The have damaged thousands of dollars in my property. I need both a refund and replacement.

  

  Business Response

  Date: 11/08/2022

  We arrived on Saturday, July 2nd to assist Mr. ******* upon request of the Louisville
  Water Company. At that time, we stabilized the situation and
  arranged to return on July 5. On July 5, our technician video
  chatted with Mr. ******* and our technician went through the affected items with
  Mr. ******* and together they reviewed what could be cleaned and what
  would be declared a total loss. After removing items from the garage
  and cleaning the garage, our technician video chatted with Mr.
  ******* again and showed him the cleaned garage.  We cleaned and moved items that could
  be salvaged back into garage and all non-salvageable items were left
  out of the garage. Mr. ******* was provided an inventory list after
  the technician verbally reviewed the items with him via video chat.  At the time, the rain prevented us
  from power washing the driveway for Mr. *******. We rescheduled with
  Mr. ******* for July 19 to power wash the driveway. Upon arriving,
  Mr. ******* verbally abused the technician and we had to send our
  project manager to complete the job. After completing the power
  washing, Mr. ******* contacted our office and informed us that there
  was overspray on his trampoline and fence from the power washing. On July 20, we again sent our project manager to
  power wash the trampoline and fence.  There were non-salvageable
  items that were left outside of the garage in a grassy area that was
  the result of the delay in returning to Mr. *******'s property.
  Servpro offered to pay Mr. ******* $400.00 to repair the area. Mr.
  ******* stated he would not accept that. Photos of the affected area
  are attached.  The ********** ***** ******* offered
  to pay Mr. ******* for non-salvageable items as the loss occurred to
  due a water main break. At this time we are not sure if Mr. *******
  accepted payment from The ********** ***** *******.  
  
  
  Servpro is still willing to pay Mr.
  ******* $400.00 to repair the grass area. All non-salvageable items
  are not the responsibility of Servpro.

  Customer Answer

  Date: 11/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [

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

  
  

  I would like to reopen this complaint with Servpro......I didn't see your email and never attended for this to close.   I am also providing a response to their blatant lies and misinformation.   If this company maintains a rating with you then the BBB as I know it has dissolved.   All they do is lie.  Here is my response to their information.

  
  

  Their response is in black and I will redline my response to their lies and dishonesty.

  
  

  We arrived on Saturday, July 2nd to assist Mr. ******* upon request of the ********** ***** *******. At that time, we stabilized the situation and arranged to return on July 5. 

  
  

  Servepro did first arrive on my property on July 2nd but absolutely nothing was done to address the Category 3 waste that was present on my property.  The crew only showed up with a pressure washer and was going to spray the waste all over my yard instead of vacuuming up the waste.  The crew didn't stabilize anything and left to get a vacuum.   I next received a call stating that they would like to get their crew home for the Holiday weekend and they asked  if we could reschedule for Tuesday the 5th.  I informed tham I would not be in town and that I needed it done on the 2nd.  The owner talked me into moving the appointment and I agreed.

  
  

  I agreed not knowing how dangerous Category 3 waste is to my health, my children's health, and my neighbor's health.  Servepro, being in this business should have known. They did absolutely nothing to my property on July 2nd, except show up and leave.  They say they "stabilized" the situation.  This is an outright lie!!  They do this alot!!!

  
  

  On July 5, our technician video chatted with Mr. ******* and our technician went through the affected items with Mr. ******* and together they reviewed what could be cleaned and what would be declared a total loss. After removing items from the garage and cleaning the garage, our technician video chatted with Mr. ******* again and showed him the cleaned garage.  We cleaned and moved items that could be salvaged back into garage and all non-salvageable items were left out of the garage. Mr. ******* was provided an inventory list after the technician verbally reviewed the items with him via video chat.  At the time, the rain prevented us from power washing the driveway for Mr. *******. We rescheduled with Mr. ******* for July 19 to power wash the driveway.

  
  

  The video conference I was promised would work on July 2nd didn't work.  I was never shown anything, that is an outright lie, I was on the phone not a video.  The technician did go through a list of items that he said were damaged and non-salvageable.  I was told a complete list would be emailed to me, IT NEVER ARRIVED!!  The only list from July 5th is my hand written list, servepro never followed through with documenting the items they removed from my garage.  They also removed items that were not listed by the technician.  They left and completely neglected cleaning my driveway and sidewalks.  Their statement that the driveway wasn't done because of rain is absolutely laughable and another outright lie!!  They never rescheduled anything (I'll get to how they return to my property but it was not "rescheduled") and it never rained on July 5th 2022.  Check the weather history, this is easily proven.  Furthermore to believe their lies you have to believe it rained July 6th, 7th, 8th, 9th, 10th, 11th, 12th .......seriously you must be smarter than that.  If this company keeps a rating with the BBB after lying to you, then the BBB serves NO PURPOSE WHATSOEVER!!!!!!

  
  

  I returned from vacation on July 18th to find all the items from my "non salvageable" list as well several other items not originally listed piled in my yard.  The company failed to remove or inventory any of my property.  I had property of mine that was up on shelves and could not have been damaged by the flood that was sitting outside.  Now ruined because animals, weather, and the elements had gotten to all items.  Furthermore I find that they failed to remove any waste from my sidewalk and driveway.  This category 3 waste has now been allowed to dry and go airborne causing extremely dangerous health conditions for my children and I.  I was extremely upset. Items that were not originally listed on July 5th were ruined and in my yard and the job they walked away from on July 2nd was still not complete. It was at that time I called and demanded they come finish the work.  When they say and I quote "We rescheduled with Mr. ******* for July 19 to power wash the driveway." they are caught bold-faced lying.  They had no idea that they had even left all the items in my yard until I called.  They had no clue that they had completely failed to complete over 60% of the job.  Again if a company can lie to you and keep a rating then you serve no purpose.
  

  
  

  Upon arriving, Mr. ******* verbally abused the technician and we had to send our project manager to complete the job.

  They did send a crew but my confrontation was with the third crew that arrived on July 19th, please let me explain.  The first crew arrived on July 19th and immediately asked for the inventory list I had been promised on July 5th.  I was told by a technician that he thought he had already sent it and he would "resend it".  I refused to let them touch anything until I received an inventory list.  When I asked the technician why the sidewalks and driveway were not cleaned, he told me that the garage was all they were told to do.  He said he was the technician from the 5th and that the garage clean was their only assignment.   After waiting a half hour and no list arriving via email, I was told no inventory list existed and that a project manager was going to be sent to the property. ****** ***** then arrived and admitted that nothing was ever inventoried and all the items had been left by mistake.  He said that he had told the crew to do the driveway and sidewalk and he didn't know why it had not been done.  So I told him I was tired of being lied to.  They had lied when they said they had a list and either the technician **** ***** or the project manager ****** ***** lied to me about the failure to complete work.  

  
  

  It was at this time that ****** told me everything would be taken care of.  The items not on my original list, the only original list, that had been damaged needed to be taken care of as well as my grass that had been killed.  They left my property sitting in my backyard for weeks.  He assured me that they would take care of these things and he was sending his best crew to come and inventory everything and clean the driveway and sidewalks.  This is when the 3rd crew arrived and started to load everything up without inventorying anything.  They also arrived again without the vacuum to clean the driveway and sidewalks, remember that is why the job was not done on July 2nd.  I got upset and stopped them from making a bigger mess and moving my items without inventorying them.  My faith in them was none at this point and I didn't want them taking anything before I photographed everything.  It was at that time one of their technicians called me an ******* in Spanish.  I told them that I knew Spanish and his and his co-workers' jaws dropped.  They literally loaded their things and left without saying another word to me.  I next received another phone call from ******, he said he would be arriving and removing the items, he again assured me everything would be taken care of and asked that I just stay away and let their crew work.   

  
  

  I went out the next day to find that instead of using the vacuum as agreed, they had sprayed Category 3 waste all over my fence, yard and trampoline.  This is where my children play and it further damaged my property.  Furthermore, this is exactly what I stopped them from doing on July 2nd.  Remember, if it was ok to just spray the waste across my property, we could have done that on July 2nd.  Plant's have died because they were in the flow path......this was NOT CLEAN WATER.  Servepro left this waste to sit on my property for weeks, allowing it to dry and go airborne (significantly increasing health risk), and ultimately the waste that Servepro was paid to remove is still here.  The job is still not complete and my family's health will suffer. 

  
  

  After completing the power washing, Mr. ******* contacted our office and informed us that there was overspray on his trampoline and fence from the power washing. On July 20, we again sent our project manager to power wash the trampoline and fence.  

  
  

  Yes they returned for a 4th day and 7th time.........the definition of COMPLETE INCOMPETENCE.  They sprayed my fence and trampoline and left.  I have no idea why they would not have taken the trampoline after contaminating it themselves.  It is a porous object and is more easily affected then sholves and rakes, other items deemed "Unsalvageable".  

  There were non-salvageable items that were left outside of the garage in a grassy area that was the result of the delay in returning to Mr. *******'s property. Servpro offered to pay Mr. ******* $400.00 to repair the area. Mr. ******* stated he would not accept that. Photos of the affected area are attached.  

  No I will not accept that and I am currently looking at my options for taking the company to court pursuing damage to my property (grass and trampoline, a refund for any payment received from ***, since the job was never completed, long term health care cost associated with this failure and punitive damages for the lengths this company has pushed it lies.

  
  

  The ********** ***** ******* offered to pay Mr. ******* for non-salvageable items as the loss occurred to due a water main break. At this time we are not sure if Mr. ******* accepted payment from The ********** ***** *******.  
  

  
  

  ********** ***** ******* first protected Servepro, refusing to allow me to pursue any compensation.  The owner Jason Wilson and General Manager ******* ******** refused me any compensation, always directing me back to the ***.  When I tried to go to corporate Servepro they would not support me because the customer was ***.  I had to escalate the issue within the *** to their VP and General Council, eventually getting a letter saying they supported my right to pursue this.  **** at the National Office got involved.  It was only then that the amount of $400 was offered and denied.  I had a check in hane from *** for $3,100 and tore it up because ******* was contending that the check covered their items and I had always contended it did not.  I have since settled with *** for 4,909, proof that there were absolutely additional items damaged by Servepro, luckily for them *** settled their debt.  Only because they lied and told them all items were originally damaged and I am 100% certain this is not true and fraudulent but honestly not my problem anymore.  Their debt to me for my grass, trampoline, refund, long term health compensation, and punitive damages will be compensated or taken to court.

  
  

  I have photos and documentation to support everything, just let me know what you would like to see.  For now I just want my complaint re-opened, sorry I missed the first email.  Servepro doesn't deserve a rating with the BBB.  They are the most dishonest and unprofessional company I have ever seen in my 50 years........ BY FAR!!!!!

  
  

  God Bless,

  
  

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

  ]
  
  
  
  Regards,
  
  
  
  ***** *******