Complaints

This profile includes complaints for SERVPRO Of Allston, Brighton & Brookline's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SERVPRO Of Allston, Brighton & Brookline

  26 Lincoln Street Boston, MA 02135

• 

  SERVPRO Of Allston, Brighton & Brookline

  202 Washington St Ste 338 Brookline, MA 02445-7622

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:03/05/2025

  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.

  Im writing regarding your recent work at **********************************************************. My main concern is that upon leaving night 1 of the work, our rug was left in circulating water despite my asking more than once for it to be lifted. I am 8 months pregnant and could not lift it myself. Additionally, at this point only half of the walls were identified as wet per your team members evaluation, ***. The following day when your team member, ***** came, I asked him to take a look stating the same concern (pictures shown). At this point the water had tracked through the rug that was left with furniture on top of it and to the wall across from the initial damage, extending the damage. Your team members at that time both confirmed that it should not have been left that way with manager, ******* on speaker phone and informed me that the rug would no longer be salvageable due to odor. I asked more than once if it could be saved as we really wanted to save it given it was less than a week old and it was confirmed that I could not. ******* asked that I send her the photos I had taken so she could address it and I did but did not hear back. When we called on Tuesday to get info on the follow up, we were met with poor customer service and told that I said I wanted to throw away the rug which is completely inaccurate. Further, they returned and stated they needed to work on a separate room now our laundry room. When my husband asked why, they said because the walls could also be wet. He declined this work and asked the team to leave and take equipment. He verbally confirmed with the team that we would be reimbursed for work not completed I.e. laundry room that was in the original estimate. He was asked to email the office which was done within the week. We received no response for over 1 month despite multiple attempts. After a corporate serv pro complaint, we got a response where the manager attempted to re classify the laundry room as the kitchen and refused to reimburse.

  Customer Answer

  Date: 03/15/2025

  I have not heard from the business in response to my complaint remediation.  They are refusing to resolve the issue and give the promised refund.  I called corporate serv pro who attempted to mitigate but was unable to and suggested BBB.

  Business Response

  Date: 03/31/2025

  SERVPRO dispatched an emergency team to their home on the night of December 11th due to weather. There leak from their foundation when technicians arrived they tried to pump out the water. Drying equipment was placed to stabilize the environment and the team left after midnight. The rug was left flat on the floor with fan blowing air on top and another fan blowing air under to help with the drying process. There were areas where the couch was still left on the rug to prevent the rug from blowing away due to the fans. The next day we came back and found that more water entered their home due to additional weather throughout the night and that the rug was still wet. Our technicians advised that the customer was not happy about the rug being wet and wanted it removed. If a customer expresses that they want to keep a damaged content we will not force them to get rid of it. The customer accused us of trying to overcharge them and if that was out intent we would encourage them to keep the rug as restoring it would cost more than disposing of it. In addition, our technicians do not discuss pricing and change in scope of work with customers as this is the responsibility of the project manager.
  
  There was some confusion with the sketch because our project manager mistakenly named a room "laundry room" instead of "kitchen". This occurred because the polycam split their kitchen/living room in half and as an oversight the project manager thought the second room was the laundry area. This confusion created an impression to the customer that they were incorrectly billed and over charging for service. This was not the case and it was thoroughly explained to them on numerous occasions verbally and in writing that the confusion was due to a project manager mislabeling the sketch. I personally spoke to them before they got SERVPRO corporate involved. The dimensions that we used to bill them was less than their actual room area and we did not charge them for every room we worked in (ex. electrical room and stairway). We do not force our customers to get rid of personal belongings if there is push back due to emotional attachments etc.
  
  For the inconvenience and as an attempt to resolve the disagreement amicably we offered $697.29. This was a remaining balance on their invoice. The customer did not agree. We value our customers and our business is strongly based on our reputation. We believed we did all we could do to try to resolve this issue with the customer and unfortunately we could not reach an agreement. Given the circumstances of the work we are not able to offer more for a compromise. We are a small owned business the expenses incurred from their loss does not commensurate with the amount that we charged them.

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  the re classification of the kitchen and laundry room does not accurately reflect what happened and what we were told on site by employees.  This re classification occurred months later and is not accurate as the day of work when they said they would do the laundry room and we declined, we were told we would be refunded for work not done but no refund was provided.  Further, the money they mention is them stating they wouldnt charge us more but there was no refund provided.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:08/02/2022

  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.

  The management company from my condominium building had to open a wall in my master bathroom to access a common pipe for repair. On 5/24/2022 they hired someone who cut through the marble tiles and cement fiberboard behind the marble tiles in such a way that a burning/fire odor and brown soot of cement fiberboard dust covered the master bathroom and part of the master bedroom. On 6/1/2022 the management company got an estimate from SERVPRO to deep clean and purify the air. They thought the price was too high. So they cleaned the bathroom and ran an air filter for 4 weeks. The problem still existed so I wet mopped all the walls, floors, dusted furniture, laundered curtains etc and ran a different air filter for another 4 weeks. The odor and soot was lessened but still a problem. I received a quote from SERVPRO on 7/15/2022 that was similar (if not the same as initial quote) despite all the cleaning. I personally hired them and paid $369 + balance of $3698.38 on 8/1/2022 for total of $4067.28. They came on 8/2/2022 and did about 1 hour of work from 11am to about noon. They told me they were done and I said they still needed to do the **** vacuuming. Listed in the quote as 4 line items totally $730.67. They said it was not needed. I showed them the quote on my phone and all the mentions of the **** vacuuming. They said they would have the office call me about reimbursing me that amount and they left. I emailed to request the refund and called. Spoke with Helder "******" Brandao who said they would not reimburse any of the money. He lied and said I told ******* that I did not want the **** vacuuming. I requested they return later that day to do the **** vacuuming and they refused. So I called my credit card company and told them I would like to challenge the charge because I paid $730.67 for work that was not done (no vacuuming done). Please have SERVPRO reimbursement $730.67 for the work they refused to do but felt comfortable charging me for.

  Customer Answer

  Date: 08/13/2022

  My complaint has not been resolved.  Also you are missing two additional attachments (attached here along with the 2 of 4 you did have attached).