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: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.

  Technicians came out and left home dirty and I attempted to resolve but was treated rudely and I fired them and was billed for items not done notified them of disagreement and sent payment for amount actually owed .Received call telling me they returning my check and putting lien on home. Wouldn’t discuss over charge issue. I am a disabled senior and this was a weather disaster claim and feels they are being predatory.

  Business Response

  Date: 06/03/2025

  As a leader in the restoration industry and proud member of the local business community SERVPRO always strives to provide the highest levels of customer service and satisfaction.  Unfortunately, this particular customer was extremely difficult to work with from the beginning making unsubstantiated comments and claims towards our crew members. To avoid any further issues or subject our crew to a continued difficult work environment, we feel it is in our best interest to learn from and move on from this experience and will agree to remove any disputed charges for work not performed; meaning this customer will be considered paid in full. We believe our business standing and large number of 5-star reviews speak for themselves. We regret this matter occurred and consider this matter closed.

  I have attached his paid invoice, showing the original amount due of $1756.25. He made a debit card payment of $878.25 on 4/25/25, and we received another payment of $338.21 on 6/3/25, check # 1303. We have adjusted his invoice, by discounting it $539.79 and show him paid in full.

  
  

• Initial Complaint

  Date:04/29/2025

  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 contracted with Servepro to mitigate water damage and restore my bathroom. They seemed very attentive at first. I was very impressed. They came in quickly and seemed to do great work. However, they have never returned to restore and won’t return numerous texts, emails and phone calls despite me contacting them numerous times. I continue to be without this bathroom and they left water damaged things in my garage I need to be taken off site. I can’t use my garage and I have very little parking. This has gone on for weeks. I’ve texted every contact I have, called, emailed and one person I text says they will call tomorrow every day but they don’t. The call reps say they put in emergency call request. I’m told an office manager or someone named ****** will return my call but they don’t.
  
  However, they billed me despite the job only being half done (only for the work done) but I believe that is causing an issue with the insurance and they say there bill must be paid right away or they charge $300. If only they would respond timely.

  Business Response

  Date: 04/30/2025

  We have spoke with ****** ********** and our reconstruction department has an appointment with her on Monday, 5/5/25, at 10 am. They will take all the debris from the water loss with them that day. It was left there at the time of her loss, per request of her insurance company. I believe everything has been resolved, and our reconstruction team will be able to move forward with her repairs soon.

   

  Sincerely, 

  ***** * *****

  Office Manager

  Customer Answer

  Date: 04/30/2025

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:10/15/2024

  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: 10/16/2024

  There is no attachment for me to view to see what the complaint the customer had. I tried to call the BBB to see if they could help me and no one would answer the call.

  Customer Answer

  Date: 12/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Please see attached
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/17/2024

  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.

  Had water issue at home i just purchased. Insurance said call this company. They responded and got water removed and left. Sent me a quote for what they did and what they were going to do. I got other quotes for what was left to do which were a lot cheaper. I ask the person to split the bill into what was done and what needed to be done and he sent an email saying this bill contains what was done and what else s needed. I sent a check for what was done and thanked them for their time. Now they are sending more bills for things not listed after the email saying that it was the final total.

  Business Response

  Date: 07/18/2024

  To whom it may concern,
  
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience and confusion you have experienced. At SERVPRO, we strive to provide the best service and transparency to all our customers, and we regret that your experience did not meet your expectations.
  
  Our team promptly responded to your call to address the water issue at your home.
  We performed the necessary water removal services as per the initial emergency response protocol.
  
  Following the initial service, we provided a detailed quote for both the services already rendered and the additional work required to restore your property fully.
  You sought and received other quotes for the remaining work, which were cheaper, and requested us to split the bill to reflect only the services rendered.
  
  In response to your request, we sent an email clarifying that the bill included both completed and pending services.
  You sent a check covering the cost of the services performed, and we acknowledged your payment with thanks.
  
  To resolve this matter amicably and to ensure clarity, we have adjusted the invoice to reflect only the amount you are willing to pay. The disputed amount of $1078.01 has been resolved, and there are no outstanding charges. Your account is now settled in full, and we consider this matter closed.
  
  We appreciate your business and your prompt attention to resolving this issue. If you have any further questions or concerns, please do not hesitate to contact us at 502-244-7985
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/19/2024

  
  
  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,
  
  
  
  ******* ******* 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/09/2023

  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.

  I ordered a ozone generator and payed for it they used a fan and charcoal or something but knew what I ordered what they used I did not order and charged me 500.00 dollars for what did nothing plus they knew what I ordered and decided to use this method that did nothing but blow around the smell in my home. I should not have to pay for what I did not order and people that came put on the act that they had ozone generator by saying they had to hurry in to turn it off that it was dangerous for me to be in house leaving me to trust that it was ozone generator they understood excitedly what I wanted.

  Business Response

  Date: 03/14/2023

  *** **** called us about having a leftover odor from a sewage spill.  Wanted help removing the odor.  **** asked us what we could do to help.  We set an industrial air scrubber with a HEPA filter and a charcoal filter.  This machine is very good at eliminating odors.  We also set a hydroxyl generating machine which is very effective at removing organic odors in the air as well as disinfecting.  These are both very safe for humans and people can be in the space while these machines are running which is why we chose to use these to help the customer remove the odors.  An ozone generating machine is NOT safe for people to be around as it can harm the lungs.  We left the machines there for two days.  When our manager picked up the machines they noted there was no odor and the house smelled "great".  We had quoted, ahead of setting the equipment, a cost of $500 for the treatment which included the machines and the labor to deliver them, set them up, and pick them up later.  We honored our obligation and our pre-estimated price.  The customer canceled the check after it was written to us.