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:02/03/2023

  Type:Customer Service 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.

  On January 20th, 2023 ServPro came to my house, saying they were told by my insurance company to remediate water in the basement. They told me that I owed my deductible of $1,000 and I could see their paperwork said ******** on it. My impression was that they would clean the carpet and they informed me they would have to cut into the walls. They removed my carpet and walls, sanitized the floor and left driers and dehumidifiers in my basement for the weekend.
  The basement did not have any sewage smell until the plumber opened up the pit, which was around the time they were investigating the damage. After they finished their work, my insurance company called me to tell me they were NOT covering the damage or repair. ServPro collected their equipment on the following Monday (1/23) and left without saying I owe anything. I got a call today from ServPro claiming I owe them a remaining cost, and did not say what it was. When I asked how they calculate the cost, they told me they used special software for insurance companies.
  1) If they were unsure of my insurance coverage, they should have let me know. Instead, they told me my insurance contacted them and gave the go ahead up front. If I knew I would be paying for the whole remediation, I would have been able to consider my options, or at least I should have been told what that cost was up front so I could agree to it.
  2) The way they calculated the cost sounds like they use some software for insurance companies and would not have charged individuals with something this expensive.
  Their lack of transparency is shady and they should do better.
  Looking back at their document, which was not visible on their tablet, the amount says TBD, but they verbally told me $1,000. I did not have the opportunity to select the "customer reviewed document" button. If I could see the whole document, I would have had them correct the name in the field -- which is not mine.

  Business Response

  Date: 02/14/2023

  We are reviewing.  Thanks, Diane W*******

  Business Response

  Date: 03/01/2023

  We initially received a call from your significant other stating that your ejector pump failed. He spoke with our office manager Kelli and mentioned you would be filing an insurance claim with ******** and that you were on the phone with them, which is why he called. We entered your information into our computer system. At this point, we assumed you and he owned the home together. He did not know your claim number or deductible amount, so we asked him to call back with that information. Roughly five minutes later, your significant other called back, he mentioned he was NOT the homeowner. He informed us of your name and that you were the homeowner. At that time, we asked if you would be home to sign our paperwork and he said you would be. At this point, Kelli let you know that Allison (production administrator) would call you to schedule a crew to come out to perform water mitigation.
  
  Allison called and spoke with your significant other and service was scheduled for January 20th with an arrival time of 1:30-2:30 PM. You paid your deductible of $1,000.00. Jim discussed the scope of work with you and mentioned he would need to remove porous materials due to this being sewage(category 3 water.) Jim said you asked why we would need to remove carpet and he again informed you that it was sewage, you agreed to the scope of work and we proceeded with our services. We dried the damaged area out in three days, and we removed our equipment on 1/23/2022.
  Once services were completed you signed off on our certificate of satisfaction, this form states that you are satisfied with our services. No issues had been mentioned at that point, and we believed you were happy with the services rendered. We then contacted ******** insurance. ******** insurance and SERVPRO have a national account and agreement. Any job that is done with ******** insurance goes through a SERVPRO audit and upload and must oblige by all rules that SERVPRO and ******** agree too.
  On 1/26 we asked ******** to send us the job assignment because it is a mandatory upload. On 1/30 Alexander from ******** said “no assignment can be made for this claim at this time. There are coverage concerns and the insured must provide us a plumber’s diagnostic report before we are able to set up any sort of assignment.” We replied, “We will send an invoice to you and the insured at this time and if you would like to send us an assignment after, we can upload it at that time. ” Shortly after, Alexander replied “you can send us anything you would like right now. But as for now, you would need to follow up with the insured for all payments as there will be no payments made on the claim at this time.” We followed up by sending an invoice packet to Lemonade. On 2/2/2023, Jackie from ******** replied and said “I am Jackie and I am responding while Alex is out of the office. At this time, no payments will be issued in this claim as there is a question in coverage, please forward all invoices directly to the insured.”
  We called you on 1/31 and left a voicemail to discuss what ******** had told us. We mailed a letter ons why here...