Business Profile

Carpet and Rug Cleaners

Servpro of Howard County

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Complaints

This profile includes complaints for Servpro of Howard County's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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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:09/20/2024
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.
on July 27th I had a fire in my home. My ***************** brought in serve pro to to the remediation. During the process of removing my knee walls That had ceramic tile on them. The two employees they sent here tore of the tile throwing it in to contractor bags on my ceramic tile floor. they also damaged a bifold door Cuck the estimator said it would be taken care of but never was.After they were here I brought up the concerns and they said they would match it with the photos they took. Then after leaving the equipment in my home for only 2 days they pulled their drying equipment. Stating my insurance company told them to pull it. When I brought this up with allstate this was not the case. They stated they never told them to pull the equipment I have spoken to *********************** the district Manager and he claims he was typing up and Affirmation statement for me to sign, However this document would only be needed in a court presiding. I want my floor taken up and fixed because you can not find the tile I own anyplace. Unless they are willing to cut me a check for demo and replacement and installation cost.
Business Response
Date: 09/24/2024
We are in receipt of this complaint. Mr. ******* was asked to sign a document, under the penalty of perjury, that the damage he is saying was done by SERVPRO recently and was non-existing. Mr. ******* stated in an email that he would not sign no such document. ***************** can provide the damage existed long before SERVPRO entered his home. Mr. ******* and his insurance carrier are in dispute over coverage to his home. Mr. ******* has stated multiple times he will be contacting the BBB and Insurance commissioner regarding his complaints. Mr. ******* why will you not sign a document that you have undisputable evidence that SERVPRO created this damage. SERVPRO will be happy to produce supporting documentation to any 3rd party and have them decide the outcome of this. Mr. ******* admittedly states he did some of the demo and destroyed his own home because he felt insurance should be paying to cover more demo within the loss.
Business Response
Date: 09/24/2024
To break this down in smaller pieces: (Response in (brackets)
on July 27th I had a fire in my home. My ***************** brought in serve pro to to the remediation. During the process of removing my knee walls That had ceramic tile on them. The two employees they sent here tore of the tile throwing it in to contractor bags on my ceramic tile floor. they also damaged a bifold door Cuck the estimator said it would be taken care of but never was. (Insurance will take care of your bifold door on the repair portion. SERVPRO has stated they are not interested in performing any additional work at Mr. ******* home and has asked his insurance carrier find someone else to do his work)
After they were here I brought up the concerns and they said they would match it with the photos they took. Then after leaving the equipment in my home for only 2 days they pulled their drying equipment. Stating my insurance company told them to pull it. When I brought this up with allstate this was not the case. **** ******* you were made aware that your insurance carrier had only approved work in the basement and SERVPRO responded by going back out to your home and dried it properly and dry standards were met and reports sent to your carrier and no additional charges were passed onto you from SERVPRO going out twice. The mysterious cause of the fire, I believe, is still under investigation and undetermined and coverage has not been decided but that is between Mr. ******* and his carrier, Not SERVPRO!)
They stated they never told them to pull the equipment I have spoken to ***** ****** the district Manager and he claims he was typing up and Affirmation statement for me to sign, However this document would only be needed in a court presiding. I want my floor taken up and fixed because you can not find the tile I own anyplace. Unless they are willing to cut me a check for demo and replacement and installation cost.**** ******* I am sorry you are in dispute with your insurance carrier on what the scope of work should be, what should be approved, and what repairs should be done to your home to restore it to pre-loss condition.)
(SERVPRO is happy to participate in a 3way discussion with a 3rd party but MUST include the insurance carrier as well to talk through the concerns.)
Customer Answer
Date: 09/25/2024

Complaint: 22307881

I am rejecting this response because:
This does not come up with a resolution for my floor, As for additional charges to dry out the basement that bill goes to Allstate and not me anyway. I have been told that they have retained a lawyer and that the issues lie with my insurance carrier and not ServePro. So if this was the case ServePro's attorneys should have called me. or they should have provided me with their insurance company information for repair of the chipped tile in my floor and the one broken door

Sincerely,

***** *******
Business Response
Date: 09/25/2024
Mr. ******* first stated that "He" was getting a lawyer so naturally we engaged our attorney to make them aware and begin to defend the file. SERVPRO is happy to participate in a 3rd party resolution where all of the evidence can be viewed and a determination made. SERVPRO has gotten a full update from the insurance carrier and welcomes the opportunity for a 3rd party reviewer as long as both parties agree to split the cost of those proceedings.
Business Response
Date: 09/25/2024
Mr. ******* can you please upload to this complaint the pics of the area that you state SERVPRO damaged your tile. Also, please upload the pics of the are where you did demo on your own and tossed debris and what area that was. Lastly, and photos you may have had of the area not damaged until the alleged incident of SERVPRO as this would show undamaged tile. Can you make sure the photos are clear, specific and labeled with dates and times they were taken.
Customer Answer
Date: 09/26/2024

Complaint: 22307881

I am rejecting this response because:

Sincerely,

***** *******
I have sent you the photos and all state has sent you the photos. There is no damaged tile by the electrical wall, Provide us with your insurance company's information and our policy number and we will file a claim though them, or have your lawyer contact me. As I told you in an email, You stated you had retained an attorney, so pay him $300 an hour and Pay him another $400 to send me a letter since you clearly don't want to resolve this.
Business Response
Date: 09/26/2024
Mr. *******,
You sent an email stating that you had an engineers report from ******** and documentation from Allstate that SERVPRO caused and was responsible for the damage tile. Can you please share that through this portal. We would like to review those documents as you indicated you have.
Customer Answer
Date: 09/27/2024

Complaint: 22307881

I am rejecting this response because:
The engineers reports you would need to get from Allstate I do not have a complete report, the report does not state who caused the damage it stated where tools were dropped on the floor
The report was based on replacement of my slab and I never stated to anyone my slab needs to be replaced. My estimate to the basement can not be completed because apparently serve pro has not uploaded it photos and what ever you need to do for payment.

Sincerely,

***** *******
Business Response
Date: 09/27/2024
Mr. ******* was asked via email how many tiles were allegedly broken by SERVPRO. He seemed unable to dtermine how many. I believe there was an engineers report done that Mr. ******* has that describes the damaged tiles found in his home. Can Mr. ******* please upload that document so We can see if a resolution is possible.
Customer Answer
Date: 09/27/2024
I do not have the full engineers report this is all i recieved
Business Response
Date: 09/27/2024
Mr. ******* thank you for sharing the engineers report here. In the *** tion labeled supplemental conclusion item 4. It states there are 16 damaged tiles in ****. 11 of which appear to have been very old and seemed to correlate to a loss dating back and likely cracked since 2015 and perhaps 5 are more recent and could be contributed to the throwing of debris as you dxescribed during the process. You two also ackowledge throwing debris in the same said arewas of SERVPRO debris but not possible mention that caused the damage during the efforts you perfromed that were against the recommendations of your insurance carrier and what was necessary. You seem to not dispute that a large majority of the cracked tiles are near 10 years old and have no involvement from SERVPRO. Obviously, we know you want a new floor as that has been your reauest all along with the carrier and after many failed attempts at moisture concerns and mold under ceramic tile and on crete were dispelled by the engineer you still want an entire new floor replaced because you say you cannot match it. In an effort to help bring resolution and closure to this matter I have asked my crew to prepare an estimate of what it would cost to replace the 5 tiles as described as possibly new depsite I strongly feel you caused this damage and are running out of options to get someone to replace your entire floor. The estimate is attached and regardless of how many sqft the entire project is I think the report and even you state some got chipped by SERVPRO and at the most would be 5 tiles. I have prepared an estimate to replace those 5 tiles and in the interest of reaching a resolution, we are not taking responsibility for those 5 tiles but are willing to give you the equivalent cost which is $85.20 which has been calcualted using insurance company guidleines which includes take up, removal, replacement and accompanying grout around those tiles. The other 11 are old and seem to not be the responsibility of SERVPRO which I think everyone would agree. Let me know if this is acceptable and I will have accounting cut you the check for the 5 tiles. I do need to repeat that SERVPRO does not take responsibility for those 5 tiles but in an attempt to reach a resolution will pay to replace the equivalent of what it would cost. In addition, SERVPRO has no desire to enter into your home again other than to remove the generator that insurance has agreed to pay for and during that time I will send a manager and a technician to your home to accomplish that task. SERVPRO has no desire to replace the (5) tiles and want to do no additional work in your home. I hope the BBB and Mr. ******* find this to be fair. All of the other items related to the complaint are not true and Mr. ******* knows this. However, Allstate and SERVPRO have agreed on what the cost of mitigation would be so the amount of days, equipment, etc. are irrelevant because the home was adequately dried. Mr. ******* is well aware as to why SERVPRO pulled the equipment as it was related to the portion of the project that is still not been deemed an accident nor coverage extended beyond the basement as Mr. ******* and ******** have said in the past. that is betweeen Mr. ******** his insurance carrier and their investigator. Can we close this out?
Customer Answer
Date: 09/27/2024

Complaint: 22307881

I am rejecting this response because: what you are offering is a complete joke, then claiming I cause the damage, I have requested my insurance company show me the photo proof of the tiles damaged. Now your claiming I damaged the tile by throwing stuff around, the complete BS the tiles are not damaged by the electrical wall.. As for your generator you do not have one in my home. **** ******* has a generator outside of my house. so you have no reason to be in my home or on my property. I do not agree with your estimate or with what ******** has made claim to ad prior damage, I only know of 1 tile that has prior damage and 2 that have rust stans on them. your offer is a waste of my time.

Sincerely,

***** *******
Customer Answer
Date: 10/01/2024

Complaint: 22307881

I am rejecting this response because: what you are offering is a complete joke, then claiming I cause the damage, I have requested my insurance company show me the photo proof of the tiles damaged. Now your claiming I damaged the tile by throwing stuff around, the complete BS the tiles are not damaged by the electrical wall.. As for your generator you do not have one in my home. **** ******* has a generator outside of my house. so you have no reason to be in my home or on my property. I do not agree with your estimate or with what ******** has made claim to ad prior damage, I only know of 1 tile that has prior damage and 2 that have rust stans on them. your offer is a waste of my time.

Sincerely,

***** *******
Business Response
Date: 10/03/2024
[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Better Business Bureau: I am willing to participate. Perhaps there is a solution Im not seeing but obviously our proposal of trying to reach an agreement and giving a full benefit of the doubt to Mr. ******* regarding the 5 tiles was not acceptable. Thanks again for your efforts.
Thank you.
Customer Answer
Date: 10/03/2024
[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
I am willing to accept the cost of the tile to replace the entire floor the cost is $480.81 I will not accept anything less from them.
Regards,
***** *******
Business Response
Date: 10/03/2024
[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary.
Thank you.
Customer Answer
Date: 10/03/2024
******************************
11:31 AM (6 minutes ago)
tome,*****
I am not paying one dime, I would rather file the complaint with the home improvement commission or File the dispute in court and Make you appear before a judge any my attorneys fees. I just spoke with her and declined the Mediation. I will file the complaint with servepro headquarters and I will file it with the ***************************, and If I get no satisfaction I will file it though Baltimore county circuit courts.
Initial Complaint
Date:08/30/2024
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.
My basement flooded on 07/30/2024. ServPro of Howard County, Maryland responded on 07/31/2024. I was overcharged for some of the work that was done and for services that were not required (specifically the **** room). The service team did not extract any of the excess water from any of the 4 affected rooms on the first day. They placed fans in each room. The carpet was soaking wet. Because the **** room (concrete floor) still had standing water on 08/01/2024 they extracted the water from that room and that floor was immediately dried but they left fans running until Monday morning (08/05/2024). My electric bill showed a significant increase. The estimate they gave me on 07/31/2024 said it would take approx 3 days to dry out the basement. Most days there was only 1 person who showed up to do the work or to check on the status of the drying. The guy showed up on Friday, August 2 to remove the fans but didn't have any help so he left the fans over the weekend and picked them up early Monday morning (he still didn't have any help). Only half of the hallway was affected by the flooding, but they charged more for half the hallway than they charged for the entire empty room (which is larger). See the attached letter I sent to them on 08/06/2024 (via US mail and email). I received an email response immediately telling me that they agreed that the water should have been extracted from the carpet, but that I was only charged for 3 days when I should have been charged for 5 days. No mention of any adjustment to the billing. I have not heard anything else from them. I have not yet paid the bill which is $2,868.75. I had to ask for a detailed bill twice before it was provided.
Customer Answer
Date: 09/03/2024
I mailed ServPro a check for $2,868.75 on August 28, 2024. I have received several phone calls, text messages, and emails requesting payment. I was going to pay online, but they wanted over $100 to pay online with a credit card. I have also received an estimate from Servpro for $1,442.24 to re-install the carpet (the carpet that they pulled up). This amount is not included in the $2,868.75 that I have already paid them. I was not told that they would not be putting the carpet back down until the day they removed the fans and I received the bill. I was told that the team that pulled up the carpet was not responsible for putting it back down. I would have to make separate arrangements with any company of my choosing to re-install the carpet that they pulled up. I was told that ServPro had a separate branch that could do that for me. They want an additional $1442.24 (estimate) to put the carpet back down. I've contacted several companies in this area and none of them re-install carpet that was not purchased from them. But I'm still looking. I have no intention of paying the $1,442.24.
Business Response
Date: 09/05/2024
Hello all. Thank you for bringing the matter to my attention. This is the first I am hearing of a discrepancy or concern with the bill. Attached you will find 2 documents. The first document is what was actually done and included 5 days of drying. It was brought to our attention that the consumer felt as if the amount of drying days were excessive and should they had extracted the need for equipment would have been lessened. SERVPRO agreed and revised to the second estimate attached which is for the balance owed. I reread the complaint and cannot understand the last portion where it says the days were adjusted but the invoice was not. The original job with the 5 days was approx $4100. We acknowledged the complaint and concern brought forth and changed both the estimate and revised the invoice. You can see where on the one estimate that units (days) was 5 and then on the other 3 for the equipment, and the reduction of approx. $1300 to get to $2800. I am not sure if this is an issue of not understanding the breakdown of the bill. I would be happy to discuss directly with both the BBB and Mrs. **** to clear this issue up. As for the comparisons of the hallway and larger rooms that is largely due to where the dehumidifier was placed. That size dehu could meet the drying goals for that floor if the doors were left open as opposed to placing more equipment. One dehu was placed in the hallways to sufficiently dry that level. The empty room did not house a dehu so we could minimize the equipment but meet the drying goals. Another job note stated there were times where only one person was sent. SERVPRO performed task based services and placed drying equipment in accordance with the ***** and we did not bill by the person. The bill does not reflect such. In closing, I am happy to further explain the bill and go over any line items in question. We are aware that water losses that are not covered by insurance can cause a financial hardship. We are happy to discuss the situation. SERVPRO is only asking to collect for the services provided on the revised invoice of $2868.75 which is the invoice after the reduction from 5 drying days to 3 for the equipment.
Customer Answer
Date: 09/09/2024

Complaint: 22174479

I am rejecting this response because: Servpro states that they revised their invoice in response to my original complaint and that the invoice for $2,868.75 was the result of that revision. This is simply not true. I only received one invoice from Servpro for $2,868.75. I never received an invoice for $4,156.99 from Servpro. It appears that Servpro may have created the invoice for $4,156.99 AFTER I filed the complaint because although the amounts on that document show increased dollar amounts, they failed to change the description for each item from 3 days to 5 days. In the attachment, I detail all the reasons that tlhe bill for $2,868.75 needs to be adjusted to remove all the charges that were improper.

Sincerely,

***** ****
Business Response
Date: 09/10/2024
Mrs. ****,
Lets try to resolve this another way. Please go line by line on the estimate and tell me where we charged you for 5 days and what those totals are and we will gladly change them to 3 and credit the difference. My point being is you voiced your concerns very early on regarding pending charges for equipment. We acknowledged that concern and NEVER charged you for the 5 days, only 3. Im happy to have a joint discussion and work through this. Im only asking that you please show where we charged you for 5 drying days (as the complaint states) of the equipment and if we did I will gladly credit that back to 3. We realize that out of pocket unforeseen expenses can cause a hardship. Im happy to call you on the phone and discuss as that will be easier for both of us and the BBB can participate as well.
Business Response
Date: 09/10/2024
Mrs. ****,
I see where some of the confusion may be coming in. When were doing a project we are simultaneously building an estimate in the office because if its an insurance claim they want the documents the day after we pick up the equipment. I share this information because its pertinent to the notes on Mrs. ***** file. When we edit an estimate we do not save all the copies so as to keep only the one active estimate. We did indeed go back and edit to draw the comparisons to the two estimates. The attached pics do say 3 days but the one shows the charges for 5 days despite it says 3 days. If you do the math, it shows that we only billed for 3 days and honored the customers request. Had we billed for the 5 days the bill would have been over $4k. Im uncertain how else to explain it.
Customer Answer
Date: 09/10/2024

Complaint: 22174479

I am rejecting this response because:
This is totally unresponsive! You did not address all the items in my response.
As I stated in my response -- I NEVER received an invoice for $4,156.99. You DID NOT send me an invoice for $4,156.99 and then revise it to $2,868.75. Thats a lie! Look at the chronology in my response. There is no receipt of an invoice for $4,156.99. No matter how many ways you want to spin it. My complaint was based on the invoice I received for $2,868.75 because I never received an invoice for $4,156.99 if I had my complaint would have included that information in addition to all the other reasons the invoice was incorrect.
Its not confusing at all. Please respond to each of the items in my previous response.

Sincerely,

***** ****
Customer Answer
Date: 09/11/2024
[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
***** ****
Business Response
Date: 09/11/2024
[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the consumer in reference to complaint ID .********, and find that Mediation is necessary. We will be happy to mediate. Does the consumer pay $200 also, do we split that amount, etc.
Thank you.
Initial Complaint
Date:05/21/2024
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.
Please call for details...so much to tell.The mitigation process was not done properly and all of the wet items were not taken out, some just left and the adjuster directed Servpro to leave some things.Servpro caused a lot of damage to my home and they were sent by State Farm to do a mitigation to my home. I received approximately $7,400 from State Farm and have over $40,000 in damages and lost items. I have been treated very poorly by both companies. I have put out a lot of pocket money due to the claim and have not been properly reimbursed. The adjuster and Servpro knew I had no running water and I had to pay for my own hotel stay.I HAVE SUPPORTING DOCUMENTS AND VIDEOS ON MY PHONE.
Business Response
Date: 05/21/2024
This is a very complex insurance claim. **** ******* is upset because I believe her insurance carrier denied a second additional claim. **** ******* had a water loss in her home and State Farm assigned it to SERVPRO and we went out and did both mitigation/demo in order to reach the proper drying standards. There was a leak in pipe that had been going on for a very long time. **** ******* denies this and states SERVPRO struck a pipe and caused the water loss. We have photos that were taken immediately upon our arrival and when this hidden wall pipe was discovered we showed **** ******* and told her this was the likely culprit. She would have been responsible for this old pipe that had been leaking for some time. As every knows, water losses of immediate nature follow the laws of gravity but we provided pics to **** ******* and State Farm that shows a vertical pattern of moisture behind her walls. We have both pics before SERVPRO started, during the work, and ultimately at the end of the job. **** ******* was seeking more items to be demo'ed in her home and stated to the crews to demo everything. They advised **** ******* they could only remove what was necessary and required authorization to remove additional items from *********** SERVPRO needed to only demo what was required to meet the drying standards and that our mositure readings and behind the wall thermal cameras did not show that her shower needed to be removed and there was no water underneath. We can show a dry pattern of water and not leading to water under the shower. State Farm agreed with SERVPRO that the shower did not need to be removed and **** ******* began to take the concern up directly with State Farm. Her claim and dersire to have more demo done was denied under the auspices that there was not significant damage or water underneath the shower to substantiate it. **** ******* spoke to the crews onsite about needing an entire new bathroom in the basement and that everything needed to come out. Mysteriously, **** ******* sustained another leak in the same area several days later but what she described as a SERVPRO error with not turning a valve off correctly. However, the area was dry when SERVPRO left and a second leak was not reported until days later. We cannot explain how it was dry (with pics) when SERVPRO departed her home but then this other loss occurred and if damaged by SERVPRO why was it not leaking immediately while they were there. A mutual appointment was set between SERVPRO management, a State Farm representative and **** ******** The finding showed the shower did not need to be removed again and **** ******* again disagreed. While on location with State Farm **** ******* stated her shower door was also broken and that it needed to be demo'ed anyways. **** ******* stated that "I busted the shower door because i was angry". In similar events, there was additional demo that **** ******* wanted done during the initial mitigation and it was not necessary in accordance with industry standards so **** ******* went over and kicked a hole in the drywall and said "Now it needs to come out" This was witnessed by both crew members and was immedaitely reported to Mr. **** ****** the production manager. I will be gathering all of the communications, pics, and supporting data and uploading them here.
Customer Answer
Date: 05/31/2024

Complaint: 21739365

I am rejecting this response because: They broke water values which caused water damage, broken furniture, gas, hotel stay due to no running water, restaurant bills, big trash bag filled with water, house smell like sewage in the area - they detached the toilet, two plumbing bills, they never took out the shower or shelves in the utility room which had severe water damage underneath. I suffered a third degree burn from having to boil water, (no hot water) - due to pilot light off - you cant have in a pilot light with no running water it can cause a fire. All of this has caused me a severe amount of stress.

Sincerely,

****** *******
Business Response
Date: 05/31/2024
We understand Mr. ******* is upset because her claim was denied by **********. Upon arrival of SERVPRO we found a pipe (not to code) that had a valve through a paneled wall. This is where moisture was allegedly coming from. Upon removing the paneling, the crews noticed a water patter that was not a straight line so it leads you to believe it was leaking and running down the wall either from this pipe or a possible foundation leak. Neither would be covered by a typical homeowners insurance policy. However, undetermined by State Farm they did agree to cover some damage that occurred as well as the mitigation (Drying out). SERVPRO made Mrs. ******* aware of their findings. Mrs. ******* insisted from the first day of the loss that more demolition needed to be done and she specifically was upset about some area of additional drywall and the shower not being removed because it was not approved by state farm and SERVPRO assessed that those items did not need to come out because they were not significantly damaged nor were moisture readings high in those areas. Mrs. ******* proceeded to go over and kick in all of the drywall and said now you have to take it out. The shower remained a point of contention for her, but that dispute/disagreement was between her and state farm. We told her we could not remove it because state farm had stated they would not pay to replace it because it did not have to be removed. On a most recent final visit to her home in the presence of ******* **** from state farm and SERVPRO production manager **** ******, Mrs. ******* admitted that she damaged the shower door because it needed to be replaced. The pics attached show a progression of events that make Mrs. ******** facts a little difficult to follow. Mrs. ******* had a water loss and likely 2 separate events with one being this leaking pipe behind the paneling. You will see a couple things. When SERVPRO left the job site but long before Mrs. ********* pic of a much more heavily flooded area and now included under the shower which was at least brought forth a week after we left. If SERVPRO damaged a pipe to that degree to create such a water loss how SERVPRO could possibly get a pic of the area mostly dried with the exception of this old ***** pipe behind the paneled wall. If it was damaged and produced such a water loss in Mrs. ******** pic it would have been leaking heavily immediately upon SERVPRO damaging it. Nothing can explain how this did not leak and leak as bad as it appeared when Mrs. ******* called to complain, contact insurance and begin stating SERVPRO caused this additional damage. State Farm has been on site, denied a secondary claim, and agrees none of this adds up nor does it follow a timeline of events. Mrs. ******* self admittedly self-destructed her home in areas where she wanted additional demo to be done but now seems to think SERVPRO damaged pipes, broke furniture (in rooms that were not affected other than 3' into the doorway) and the magnitude of other complaints that have been made.
Business Response
Date: 05/31/2024
Mrs. ******* has requested a refund of which she has never paid any money to SERVPRO. Mrs. ******* stated she has rec'd funds but has not paid SERVPRO for the work performed. If it is in dispute, she should rightfully send the money back to the insurance carrier and they re-evaluate the case/file. To date, she has not done that, she has kept the money, and has not paid SERVPRO despite the direction of State Farm. However, she is requesting a refund.
Customer Answer
Date: 02/14/2025

Complaint: 21739365

I am rejecting this response because:
Good Morning,

When Servpro did the mitigation they claimed the water was coming from my shut off valve in the bathroom not the overflow from the laundry room. If the shout off value was the case if the damage the water would have started in the bathroom not the laundry room. If it was water leaking from the bathroom for a period of time way before the overflow I would have noticed it.

While doing the mitigation Servpro broke pieces of my furniture, damaged a silk wool carpet in an undamaged area, broke my house main shut off value, and missed appointments after I drive quite a distance and a lot of money in gas.

I called The ************************** and I was told I had no break/crack in my outside line as Servpro stated to me which was the cause of the leak. ******* **** arrived at my house when a technician from public works was here and spoke with him. He was aware that the main shut off valve had no crack in it from the outside.

When Servpro allegedly finished the mitigation process they left; broke furniture, my damaged silk wool carpet, water lines not capped off, and they broke the main water shut off valve to my entire house.

They stated they would fix the furniture and could not do it. I was not reimbursed for my silk wool carpet. The uncapped waterlines leaked after they left. The main water line was broken which caused further damage.

The toilet wasnt reattached and I was told it was suppose to be attached - it was left with water on the inside, they didnt drain it.
The waterline to the toilet wasnt capped off and left open.

The sink was detached from the wall and the waterline wasnt capped off.

The main water value to the entire was broke by Servpro.

Rhe shower had water underneath of it and they didnt want to report it to the insurance company. I had three different independent contractors and they all stated, the shower needed to come out to prevent mold.
I made Servpro aware of that and I informed the adjuster (Mr. ******

The uncapped valves leaked, the undrained tiolet leaked, the broken shut-off value leaked,
and the trash bag full of water they left leaked - why would a mitigation company leave a huge trash bag of water in an area they just extracted water from? The toilet left with water in it leaked also.
I had no water or heat in my home and had to remain at a hotel at my expense.

I would like to be reimbursed $7,200 for the following:

Carpet
Gas
Clothing
Plumbing Charges
Hotel
Food
Furniture
Wet Vac

Sincerely,

****** *******
Business Response
Date: 02/19/2025
Hello. I want to clarify what has occurred since the claim was closed and marked "answered" some 9+ mos ago. Mrs. ******* refused to pay SERVPRO the check that her insurance carrier provided to her and dually named Mrs. ******* and SERVPRO on the check. She continually stated that she would NEVER endorse the check and allow SERVPRO to be paid unless we agreed to either split the money or allow her to keep it all. Mrs. ******* is upset because a large portion of her claim was denied. She wanted items to be ***aired/***laced in her home that were not affected by the loss. This dispute was between ******* and State Farm. We do not approve or deny claims. It was confirmed and previously discussed and supporting documentation provided that proved SERVPRO correctly mitigated the loss appropriately. Mrs. ******* mentions a crack in an outside line as not being the problem. We do not know, nor can we speak of what public works has found. What has not changed is the timeline of events, pics, that showed when SERVPRO left the place was dried and if something was not capped or still actively leaking it would have been active and wet. However, mysteriously the place refloods and happens to now work its way under the shower stall that ******* insisted on being ***laced so she could get an entire new bathroom. It was also confirmed and documented that Mrs. ******* did indeed self-sabotage her home by breaking the glass on the shower door, kicking holes into the drywall in areas where she wanted full ***lacement despite drying standards could be met.
Furthermore, when Johnsons attempts to hold hostage payment to SERVPRO unless we agreed to let her keep all the monies or at least half we appealed to State Farm for a more aggressive file review and for a supervisor to again look at the entire loss from start to finish, review all pics, documentation and again speak to the ** *** that was onsite it was determined that SERVPRO should be paid for the work performed and ** had decided to issue a stop payment on the check ******* was holding and issue payment direct to SERVPRO which they did and the account was closed. I understand fully ******* is left with ***airs to things that were not part of a covered loss that she now has to ***air. Many of these items were as a result of witnessed self-destruction in hopes to be able to get a fully paid remodel of her basement living area as part of the original claim. ******* now lists items that she needed to pay for and ironically it comes to a total of $7200 which was close to the amount of the mitigation payment that ******* was trying to keep. She had an approved estimate of items that were part of the covered loss. I believe ** ultimately made the determination that certain items that had been damaged would not be covered but since they were damaged ultimately ******* would be responsible to pay for those items if she wanted to get her home back to pre-loss condition.
Customer Answer
Date: 03/24/2025

Complaint: 21739365

I am rejecting this response because:
****** *****
1:20 AM (6 hours ago)
tome
Good Morning,

The response from Servpro went to the wrong email address. I completely disagree, Servpro initially damaged my home and they didnt pay for the damages.

Sincerely,

****** *******
Customer Answer
Date: 03/24/2025
[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]
Better Business Bureau:
I would like to do arbitration.

It unfair they caused damage and ruined items in my home and never paid for anything!
Sincerely,
****** *******
Business Response
Date: 03/24/2025
I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID ********,. I understand that because I have decided to not pursue arbitration that BBB must close my complaint. I have decide to pursue legally or via other avenues.

Regards,

Business Response
Date: 03/24/2025
I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID ********,. I understand that because I have decided to not pursue arbitration that BBB must close my complaint. I have decide to pursue legally or via other avenues.

Regards,
Initial Complaint
Date:11/02/2023
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.
August, 2023. Servpro technicians performed some flood mitigation work in our home. During that process, as they were moving equipment in and out of the house, they scratched our front door. They have taken pictures of damage, we also have pictures, and sent a repair man to attempt a repair. He applied stain that covered the undercoat somewhat but left darker streaks on both sides of scratch. The scratch remains and is visible. Two friends have asked us what happened to it.
Servpro admits their technicians caused the damage and have apologized many times. Since they cannot fix the scratch we want the door replaced. General Manager, Keith ******, has emailed us to say he considers the matter closed and does not intend to do anything else.
Servpro has been very difficult to deal with. They sent a technician to our home without an appointment and he did work while we were not home and unable to approve it. It has taken
2-3 days to get a response to any phone call or email.
Servpro has pictures and a copy of the receipt for the door.
Business Response
Date: 11/03/2023
I find it best to break the complaint down into smaller pieces to keep the facts clear in the matter. In response to the paragraph above, here is our response:
- There are numerous scratches on the door. Large majority and the worst of the scratches were pre-existing and acknowledged as so by the complainant
- I am not sure how someone go in to do work unannounced and while nobody was home. Who let them in? Was this on the mitigation side or the gentlemen that came to touch up the door but he met with Mr. *******
- The scratches remaining visible is very subjective. In insurance there is a standard of acceptable blemishes from various distances etc. Obviously parties will often disagree on what should be acceptable or not
  We do disagree here because you have to be on top of this scratch and then know precisely where to look to find it
- Servpro being difficult to deal with is a broad statement. At one point, in the service process the *******’s were extremely happy and gave the service a 10/10 excellent review. I will acknowledge this statement is likely coming from the fact that SERVPRO does not agree to replace an entire door based on small scratches that have been addressed.
- We have 6-8 emails communicating back and forth regarding setting a time to have someone uninvolved initially do a site visit and share their findings. Mr. Matt ****** did that and a copy of the communications is below.
- I am not sure why the customer did not upload photos but this is what we have a result of the site visit last month by Matt ****** but below is a pic of the affected area and photo taken from approx. 12-18in away.
  We have additional photos of different areas of the door that are much more egregious but acknowledged by the complainant that SERVPRO did not do those were there previously.
Proposed Resolution:
Despite SERVPRO does find the corrections acceptable, we do acknowledge the customer still wants a new door as stated in the complaint. SERVPRO will take the depreciated value of the door based on current insurance guidelines which is $483.55 and split that cost with the customer so they can replace the door. SERVPRO will pay $241.78 to the customer after the door is installed, receipt is provided and SERVPRO be provided the opportunity to visit the site and see the newly installed door.

This pic illustrates a defined scratch pre/post repair efforts. Keep in mind this is extremely small and the lighting was not the same as one pic was taken in the beginning of October by a different person, phone, angle, etc. and the pic on the right was taken on Oct 18th by Matt ****** after visiting the site after the complainant stated the repair was not acceptable and they want a new door. This is only one scratch but it best illustrates the attempted repair to the door. Keeping in mind, the door has numerous scratches prior to SERVPRO. It was difficult to look at the scratches in the door, have pics both before and after with knowing that some scratches were not that made by SERVPRO. This is only an illustration to compare pre/post touch up.
Bureau Response
Date: 11/03/2023
Joseph *******

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

Dear Joseph *******:

This message is in regard to your complaint submitted on 11/2/2023 against Servpro of Howard County. Your complaint was assigned ID *********

BBB has received a formal response
from Servpro of Howard County. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.
Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: **************

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

I find it best to break the complaint down into smaller pieces to keep the facts clear in the matter. In response to the paragraph above, here is our response:
There are numerous scratches on the door. Large majority and the worst of the scratches were pre-existing and acknowledged as so by the complainant
I am not sure how someone go in to do work unannounced and while nobody was home. Who let them in? Was this on the mitigation side or the gentlemen that came to touch up the door but he met with Mr. *******
The scratches remaining visible is very subjective. In insurance there is a standard of acceptable blemishes from various distances etc. Obviously parties will often disagree on what should be acceptable or not
We do disagree here because you have to be on top of this scratch and then know precisely where to look to find it
Servpro being difficult to deal with is a broad statement. At one point, in the service process the *******’s were extremely happy and gave the service a 10/10 excellent review. I will acknowledge this statement is likely coming from the fact that SERVPRO does not agree to replace an entire door based on small scratches that have been addressed.
We have 6-8 emails communicating back and forth regarding setting a time to have someone uninvolved initially do a site visit and share their findings. Mr. Matt ****** did that and a copy of the communications is below.
I am not sure why the customer did not upload photos but this is what we have a result of the site visit last month by Matt ****** but below is a pic of the affected area and photo taken from approx. 12-18in away.
We have additional photos of different areas of the door that are much more egregious but acknowledged by the complainant that SERVPRO did not do those were there previously.

Proposed Resolution:
Despite SERVPRO does find the corrections acceptable, we do acknowledge the customer still wants a new door as stated in the complaint. SERVPRO will take the depreciated value of the door based on current insurance guidelines which is $483.55 and split that cost with the customer so they can replace the door. SERVPRO will pay $241.78 to the customer after the door is installed, receipt is provided and SERVPRO be provided the opportunity to visit the site and see the newly installed door.

This pic illustrates a defined scratch pre/post repair efforts. Keep in mind this is extremely small and the lighting was not the same as one pic was taken in the beginning of October by a different person, phone, angle, etc. and the pic on the right was taken on Oct 18th by Matt ****** after visiting the site after the complainant stated the repair was not acceptable and they want a new door. This is only one scratch but it best illustrates the attempted repair to the door. Keeping in mind, the door has numerous scratches prior to SERVPRO. It was difficult to look at the scratches in the door, have pics both before and after with knowing that some scratches were not that made by SERVPRO. This is only an illustration to compare pre/post touch up.
Bureau Response
Date: 11/08/2023
Keith ******
Servpro of Howard County ** *** ***
******** ** *****

Re: ID # ******** * Joseph *******

Dear Keith ******:

Thank you for your recent response to Joseph *******. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."

The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Bureau Response
Date: 11/08/2023
Joseph *******

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

Re: ID * ********- Servpro of Howard County

Dear Joseph *******,

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Bureau Response
Date: 11/20/2023
Keith ******
Servpro of Howard County ** *** ***
******** ** *****

Re: ID * ******** - Joseph *******

Dear Keith ******:

Thank you for your recent response to Joseph *******. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."

The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Bureau Response
Date: 11/20/2023
Joseph *******

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

Re: ID * ********- Servpro of Howard County

Dear Joseph *******,

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Bureau Response
Date: 11/20/2023
Joseph *******

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

Dear Joseph *******:

This message is in regard to your complaint submitted on 11/2/2023 against Servpro of Howard County. Your complaint was assigned ID *********

BBB has received a formal response
from Servpro of Howard County. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.
Please review their response to your complaint and advise us of your position in the matter within 5 calendar days (in writing via email, fax, postal mail, or complaint portal). If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered. The complaint link should be working now. If not, please feel free to email your rebuttal directly, via email.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: **************

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

I find it best to break the complaint down into smaller pieces to keep the facts clear in the matter. In response to the paragraph above, here is our response:
There are numerous scratches on the door. Large majority and the worst of the scratches were pre-existing and acknowledged as so by the complainant
I am not sure how someone go in to do work unannounced and while nobody was home. Who let them in? Was this on the mitigation side or the gentlemen that came to touch up the door but he met with Mr. *******
The scratches remaining visible is very subjective. In insurance there is a standard of acceptable blemishes from various distances etc. Obviously parties will often disagree on what should be acceptable or not
We do disagree here because you have to be on top of this scratch and then know precisely where to look to find it
Servpro being difficult to deal with is a broad statement. At one point, in the service process the *******’s were extremely happy and gave the service a 10/10 excellent review. I will acknowledge this statement is likely coming from the fact that SERVPRO does not agree to replace an entire door based on small scratches that have been addressed.
We have 6-8 emails communicating back and forth regarding setting a time to have someone uninvolved initially do a site visit and share their findings. Mr. Matt ****** did that and a copy of the communications is below.
I am not sure why the customer did not upload photos but this is what we have a result of the site visit last month by Matt ****** but below is a pic of the affected area and photo taken from approx. 12-18in away.
We have additional photos of different areas of the door that are much more egregious but acknowledged by the complainant that SERVPRO did not do those were there previously.

Proposed Resolution:
Despite SERVPRO does find the corrections acceptable, we do acknowledge the customer still wants a new door as stated in the complaint. SERVPRO will take the depreciated value of the door based on current insurance guidelines which is $483.55 and split that cost with the customer so they can replace the door. SERVPRO will pay $241.78 to the customer after the door is installed, receipt is provided and SERVPRO be provided the opportunity to visit the site and see the newly installed door.

This pic illustrates a defined scratch pre/post repair efforts. Keep in mind this is extremely small and the lighting was not the same as one pic was taken in the beginning of October by a different person, phone, angle, etc. and the pic on the right was taken on Oct 18th by Matt ****** after visiting the site after the complainant stated the repair was not acceptable and they want a new door. This is only one scratch but it best illustrates the attempted repair to the door. Keeping in mind, the door has numerous scratches prior to SERVPRO. It was difficult to look at the scratches in the door, have pics both before and after with knowing that some scratches were not that made by SERVPRO. This is only an illustration to compare pre/post touch up.
Bureau Response
Date: 11/25/2023
Keith ******
Servpro of Howard County
** *** ***
******** ** *****

Re: ID * ******** - Joseph *******

Dear Keith ******:

Thank you for your recent response to Joseph *******. We have not yet heard from the consumer and are closing this case as answered.

Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached. Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."

The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.

In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Bureau Response
Date: 11/25/2023
Joseph *******

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

Re: ID * ********* Servpro of Howard County

Dear Joseph *******,

We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.”

Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Initial Complaint
Date:07/04/2023
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.
Job completed in Nov 2033. The total job as approximately $15,000. The company installed shower shelves. The shelves have fallen off the wall. The company refuses to warranty their work and fix the shelves.
Business Response
Date: 07/19/2023
Hello and unfortunately we suspected this case would be brought against us. Mrs. ****** violated our **** contract and worked direct with our subcontractor directly to obtain a lesser price for certain additional tasks outside of our approved scope of contractual work. The subcontractor told SERVPRO that he and Mrs. ****** worked together on some items and she paid him directly and he produced the price to her. This practice is not permissable to work directly with our subcontractors but in most cases, and if it is a small task we do not pursue and enforce the **** contract. However, in doing this, we cannot warrant or guarantee the work for those tasks because it was done outside of our agreed scope of work. We go to contract for an approved estimate and if there are additional items we do a supplemental change order and lay out specifically what those changes are. Mrs. ******* job did indeed have extras that she wanted and a change order was generated. Mrs. ****** called SERVPRO and asked for warranty work stating that shelves had fallen off of her shower walls and the grout on the shower floor seemed to be eroding. When a complaint comes in we pull the old file and go over what the scope of work was. Our notes clearly indicated that Mrs. ****** worked outside of our approived contract for the shower shelves and the subcontractor had indeed advised us that Mrs. ****** and him discussed a couple small additional tasks and they worked out a price and he performed the work directly for her. The attached documents will show in Mrs. ******* own words that she worked directly with *** (Subcontractor) on items and he quoted prices directly with her and they had an agreement. We are not looking to enforce the violation of the **** contract but we cannot warrant work that we did not contrctually agree to do nor receive compensation to do. Mrs. ******** complaint simply states we do not warrant or guarantee our work. She fails to mention the numerous communications where SERVPRO has agreed to replace the grout and warrant that work because it was in our scope of work, we performed the service, and contractually we were compensated for the task of the grout. To date, we are having communications about finding a date that works for Mrs. ****** for us to perform warranty services. I am unsure why she failed to mention that in her original claim. See attached docs. We have copious amounts of proof that the shelves were not part of the approved scope of work as well as other tasks/work. Mrs. ****** was very careful and thorough in going through all of the paperwork and even went as far as to label with descript text the change order worksheet that was later edited as the final. As you will see there is no mention of the install of those shelves or the price to install them. She bought them out of pocket and paid subcontractor *** directly to install them. Yes we saw them there and *** was also facilitating the punch list so grouting around those shelves does not show proof that they were part of the contracted scope of work. However, the approved and signed changed order that Mrs. ****** produced to SERVPRO just last week 7/13 does show the shelves were not on there and it also shows where she worked with *** directly on coming up with a price for the accent tile of $100 and was questioning why SERVPRO would have a charge or mention of this on the change order. She worked with *** directly on this as well. Another attached document shows where SERVPRO has been trying to schedule the grout wartranty work and SERVPRO makes it abundantly clear that we will warrant our work that we are contracted to do. We were not contracted to do the shelves! Attached is also the signed and executed change order for her project after the work *** performed directly and outside of our **** contract. I have also attached a copy of the **** that shows working direct with our subcontractors is not permissable. You will see that term/condition #8 was violated numerous times.
Customer Answer
Date: 07/21/2023

Complaint: 20271010

I am rejecting this response because:
The experience I have had with ServPro is very unfortunate. I originally signed a contract to do work with them on 11/17/2021. The demo started on 12/13/2021 and the project manager ***** ******* assured me the entire job would take approximately 2 weeks. I got my final invoice for payment on 11/19/2022, 52 weeks after the contract was signed.

ServoPro stated in their response that I documented contacting *** directly regarding the installation of the tile accent strip in the shower. I asked *** questions because I was concerned that ServPro was price-gouging. I paid for the tile accent strip out of pocket and asked *** directly how much he would bill ServPro to install, he estimated he would bill ServPro $100, so I was in shock when ServPro in turn charged me $250 which is a 150% markup. I did not in any way work directly with, make a contractual agreement, or pay the subcontractor (******************************** - ***) to have services completed at a cheaper rate! The attachment titled 'Final Invoice' is a ServPro invoice dated 11/19/2022, the charge for the accent tile was billed to me for $250 and I paid that invoice (Check #**** in the amount of $1250). They do not want to "enforce" a **** contract violation because one never occurred and they have no evidence to support their false claim. This is another proven example of the ongoing integrity issues I have experienced with ServPro. Additionally, as an extra measure, I recently attempted to contact the subcontractor myself (email address: *********************************************************************** and phone # ************) to refute the unsupported verbal claims made by ServPro, and discovered the subcontractor is no longer in business. I also asked ServPro to provide the invoices or other documentation to support their claims, and to date, ServPro has yet to provide anything to substantiate their false statements.

Regarding the installation of the shower shelves, the original estimate incorrectly reflected the need to build a tile niche at a charge of $280.81 (Page 6 on Estimate.pdf file in the 'MBathroom section'), I never asked for this, and was clear with ***** ******* on 11/17/2021 that I did not want a niche I wanted shelves installed. I have attached an 'Email Exchange.pdf', a screenshot of a text message with ***** ******* the project manager, a picture of a handwritten note from ServPro, a punchout list that was completed by ServPro (this is in a previous attachment), etc. to support this fact. A tile niche was never installed, and the shelves that were installed have fallen off the wall so I do not have a storage solution in my shower even though I was billed and paid $280.81. Please note, ServPro responded to the email by adding a general note to a change order (please review their attachment titled '****** final signed Screenshot 2023-07-19 ******.png) that stated "Credit: Work Not Completed - $1,353.74" with no itemization or clarity about what the $1,353.74 refers to, it is unclear what work was done versus what work was not completed, therefore, it is unclear what completed and paid for work is under warranty due to the general ambiguous language used by ServPro.

ServPro's claims of me violating the contract are not true and remain unsubstantiated.

It is clear from all the attached documentation ServPro has a challenge managing accurate paperwork and responding to their customers. I would like the following:
1. ServPro to warranty the shower shelves that they contracted *** to install or to build a tile niche. All documentation shows ServPro was paid for this work.
2. Fix the grout that is washing away in the installed shower. I reached out in June 2023 to report this concern and provided dates to address it. Those dates have come and gone. I provided a second set of dates on July 17, ***** ****** set a date of 7/20 to have a manager come out, midday, after another no-call no-show, I reached out AGAIN, and now the new date is 7/28. Their documented track record of no-call no-shows which caused the job to extend from 2 weeks to 52 weeks and their inability to follow through on their word continues to be a concern.
3. Based on these documented facts, I have an even greater worry. The biggest portion of the job ServPro completed was the installation of a curbless shower that required manipulation to the floor joist to install a slanted shower floor for water to drain. NONE of this work is listed on the estimate or the change orders which is another example of the challenge ServPro has maintaining accurate paperwork. Given the quality of their workmanship, I am severely concerned that they will not honor or warranty this critical piece of work, and with the shower grout washing away, there is a possibility that the installation of the curbless shower may be an issue. I have asked ServPro if this work is under warranty and to date they continue to ignore the question which again speaks to the numerous integrity issues I have with ServPro.
Sincerely,

****** ******
Business Response
Date: 07/21/2023
Complaint: 20271010
I was not quite sure how to respond to this growing and arduous complaint so I am taking the rejection as provided by Mrs. ****** and breaking it down by paragraph and responding but also including a word document with red response text following. Here goes:

I am rejecting this response because:
The experience I have had with ServPro is very unfortunate. I originally signed a contract to do work with them on 11/17/2021. The demo started on 12/13/2021 and the project manager ***** ******* assured me the entire job would take approximately 2 weeks. I got my final invoice for payment on 11/19/2022, 52 weeks after the contract was signed.
Response:
There was an extended delay involving a shower door and subsequently an incorrect sized shower door being ordered which added to the delays as well. As many folks understood, COVID drastically disrupted the supply chain and for a large portion of the early stages of the project the shower door was problematic. We offered full money refunds to Mrs. ****** but she wanted her shower door and I agree with her and understandably so. I agree with Mrs. ****** that the project took much longer than expected to complete. I am unsure why this is now coming up when the original complaint filed with the BBB was Job completed in Nov 2033. The total job as approximately $15,000. The company installed shower shelves. The shelves have fallen off the wall. The company refuses to warranty their work and fix the shelves She wanted what she paid for and despite all of the concerns with the project, in the end, she was very happy and pleased. She was so pleased she wanted to send an email to the owner thanking him for the services of the General manager ***** ****** who personally came out with a technician (See attached). Mrs ****** states here that the final invoice was dated on 11/19/22 in which we agree because we told her we were not going to collect the final payment until she was happy and everything was complete. Mrs. ****** did not keep her word and did not pay that invoice until 2/24/23 some 3mos late. Mrs. ****** was upset when SERVPRO stated they were going to start collections actions on the account for non-payment.However, and in acting in good faith, the ** ***** ****** removed all lates fees that accrued in order to close this case out.
_______________________________

ServoPro stated in their response that I documented contacting *** directly regarding the installation of the tile accent strip in the shower. I asked *** questions because I was concerned that ServPro was price-gouging. I paid for the tile accent strip out of pocket and asked *** directly how much he would bill ServPro to install, he estimated he would bill ServPro $100, so I was in shock when ServPro in turn charged me $250 which is a 150% markup. I did not in any way work directly with, make a contractual agreement, or pay the subcontractor (******************************** - ***) to have services completed at a cheaper rate! The attachment titled 'Final Invoice' is a ServPro invoice dated 11/19/2022, the charge for the accent tile was billed to me for $250 and I paid that invoice (Check #**** in the amount of $1250). They do not want to "enforce" a **** contract violation because one never occurred and they have no evidence to support their false claim. This is another proven example of the ongoing integrity issues I have experienced with ServPro. Additionally, as an extra measure, I recently attempted to contact the subcontractor myself (email address: *********************************************************************** and phone #************) to refute the unsupported verbal claims made by ServPro, and discovered the subcontractor is no longer in business. I also asked ServPro to provide the invoices or other documentation to support their claims, and to date, ServPro has yet to provide anything to substantiate their false statements.
Response:
Term and condition #8 states 8. Contractor has utilized a great amountof its time, skill, and experiencein locating and establishing businessrelationships with individuals and entities who willbe providing labor and materials for thisproject including but not limitedto Subcontractors,material men, suppliers, laborers, and employees (laborand material providers). This business relationship has a great deal of value for Contractor. It has been Contractor s experience that contact and communication directly between the Owner and labor and material providerscan be detrimental to the projectand can negatively impact Contractors ongoing relationship with these labor and materials providers. Therefore, unlessexpressly authorized in writing by Contractor, Owner will have no direct communication with labor and material providers concerning qualityof workmanship issues, the status of theproject, or for purposes of directly retaining the services of, or purchasing materials from, theselabor and materials providers I am not surprised that Mrs. ****** does not view her direct discussions with *** as she indicated on the previous exhibit as a violation of this section so we will have to disagree.

__________________________________
Regarding the installation of the shower shelves, the original estimate incorrectly reflected the need to build a tile niche at a charge of $280.81 (Page 6 on Estimate.pdf file in the 'MBathroom section'), I never asked for this, and was clear with ***** ******* on 11/17/2021 that I did not want a niche I wanted shelves installed. I have attached an 'Email Exchange.pdf', a screenshot of a text message with ***** ******* the project manager, a picture of a handwritten note from ServPro, a punchout list that was completed by ServPro (this is in a previous attachment), etc. to support this fact. A tile niche was never installed, and the shelves that were installed have fallen off the wall so I do not have a storage solution in my shower even though I was billed and paid $280.81. Please note, ServPro responded to the email by adding a general note to a change order (please review their attachment titled '****** final signed Screenshot 2023-07-19 120522.png)that stated "Credit: Work Not Completed - $1,353.74" with no itemization or clarity about what the $1,353.74 refers to, it is unclear what work was done versus what work was not completed, therefore, it is unclear what completed and paid for work is under warranty due to the general ambiguous language used by ServPro.
Response:
Previous document of change order will even show on the accent shelving for example, if she did not pay *** for it, she also did not pay SERVPRO because it was not on the change order. We ar not askign her to pay for this work at this time even if it was in error but we firmly believe she did pay for it, but did not pay SERVPRO.
_______________________________________________

ServPro's claims of me violating the contract are not true and remain unsubstantiated.
Response:
Answered previously and Mrs. ****** does indeed know the truth.
______________________________________________

It is clear from all the attached documentation ServPro has a challenge managing accurate paperwork and responding to their customers. I would like the following:
1. ServPro to warranty the shower shelves that they contracted *** to install or to build a tile niche. All documentation shows ServPro was paid for this work.
2. Fix the grout that is washing away in the installed shower. I reached out in June 2023 to report this concern and provided dates to address it. Those dates have come and gone. I provided a second set of dates on July 17, ***** ****** set a date of 7/20 to have a manager come out, midday,after another no-call no-show, I reached out AGAIN, and now the new date is 7/28. Their documented track record of no-call no-shows which caused the job to extend from 2 weeks to 52 weeks and their inability to follow through on their word continues to be a concern.
Response:
Mrs. ****** also knows that no appointment was set and confirmed. Furthermore, we have asked Mrs. ****** to send pics of the eroding shower grout of which she declined to do. Email proof of her decline is attached. SERVPRO wanted this so as to shorten the timeframe to provide the warranty work. Our hopes were to take her pics, see the area, determine the size of affected area and match the color so this could all be completed in one day. She has never provided the pics so we could see the extent of the *********** thing I will agree with Mrs. ****** is that we have set an appointment for 7/28.

3. Based on these documented facts, I have an even greater worry.The biggest portion of the job ServPro completed was the installation of a curbless shower that required manipulation to the floor joist to install a slanted shower floor for water to drain. NONE of this work is listed on the estimate or the change orders which is another example of the challenge ServPro has maintaining accurate paperwork. Given the quality of their workmanship, I am severely concerned that they will not honor or warranty this critical piece of work, and with the shower grout washing away, there is a possibility that the installation of the curbless shower may be an issue. I have asked ServPro if this work is under warranty and to date they continue to ignore the question which again speaks to the numerous integrity issues I have with ServPro.
Response:
Mrs ****** knows (She saw the install process) that the install of the linear shower drain does not include structural changes to framing and support of her home or that would involve an engineer and drawings. These types of showers need to produce a slight declin of level plain so to allow the water to flow toward the drain. SERVPRO has agreed to to look at the grout and provide warranty work if necessary. Mrs. ****** refuses to send photos of the affected area. There are varying warranties associated by the manufacturer of installed items and the **** contract provides direction for the homeowner for warranty claims on these items with the manufacturer. There is a certain level of care and maintenance that is expected within your home and in ******** the direct language is Contractor shall not be responsible for: (a) variations in color and grain in tile, marble granite brick or wood (b) third-party manufactured items. (c) Roof coating or roof repairs (d) Concrete, plaster and tile grazing (i.e. hairline cracks). (e) Cracks, separation, flaking, cupping, peeling,warping, sheetrock nail pops, caulking of exterior, interior or about shower areas are all attributable to natural expansion and contraction. With all of this, SERVPRO is still willing to go out and look at the grout. Obviously, I understand Mrs. ******* dissatisfaction, but we cannot warrant work that did not go through SERVPRO. In addition, and I acknowledge she does disagree, she clearly had communicationdirectly between herself and ***, the subcontractor,about labor, materials, and pricing. This negatively impacted this project and damaged SERVPRO. SERVPRO NEVER authorized in writing for Mrs. ****** to do this which is in clear violation.
Customer Answer
Date: 07/26/2023

Complaint: 20271010

I am rejecting this response because:
To date, ServPro has yet to provide written documentation (contract, bill, paid invoice, etc.) from ********************** to support their claim that I contracted with ***************** to install shower shelves. However, I have provided multiple documents showing I worked with ServPro on this item from the beginning of job.
The ServPro estimate is missing work that was completed, the change order is missing work that was completed and has been referenced by ServPro in these exchanges as work they in fact did (curbless shower with linear drain), and the invoice shows I was charged by ServPro for a tile accent strip that ServPro claimed in their earlier reply that I worked with their sub contractor to complete.
I have proven with multiple exchanges via email, text, conversation (with follow-up in writing), hand written notes, etc. that ServPro installed shower shelves. I was billed and paid for these items.
Given the proven and documented challenges ServPro has with managing their paperwork my requests below are still outstanding:
1. ServPro to warranty the shower shelves that they contracted *** to install or to build a tile niche. All documentation shows ServPro was paid for this work.
2. Fix the grout that is washing away in the installed shower. I reached out in June 2023 to report this concern and provided dates to address it. Those dates have come and gone. I provided a second set of dates on July 17, ***** ****** set a date of 7/20 to have a manager come out, midday, after another no-call no-show, I reached out AGAIN, and now the new date is 7/28. Their documented track record of no-call no-shows which caused the job to extend from 2 weeks to 52 weeks and their inability to follow through on their word continues to be a concern.

3. Based on these documented facts, I have an even greater worry. The biggest portion of the job ServPro completed was the installation of a curbless shower that required floor joist be shaved and reinforced to install a slanted shower floor for water to drain. NONE of this work is listed on the estimate or the change orders which is another example of the challenge ServPro has maintaining accurate paperwork. Given the quality of their workmanship, I am severely concerned that they will not honor or warranty this critical piece of work, and with the shower grout washing away, there is a possibility that the installation of the curbless shower may be an issue. I have asked ServPro if this work is under warranty and to date they continue to ignore the question which again speaks to the numerous integrity issues I have with ServPro.

Sincerely,

****** ******
Business Response
Date: 08/02/2023
We went to Mrs. ******** house and regrouted her tile floor. We then went back 3 days later after proper drying to seal it. Once we left after sealing it, she called back to tell us the bottle that we left there (So she would have extra sealant in the future) she called to tell us the bottle suggets 2 coats. We offered to turn around and go back to apply the second caot but she refused stating once again we did not know what we were doing and declined us coming back. Our findings showed that Mrs. ****** failed to properly maintian her showere by applying sealant every 6mos or so. However, we did not mention this to her to avoid another confrontation and it was easier to perform the service. If we wanted to, we could have denied honoring the warranty because of neglect but we do not want to be that type of company. I am still waiting to see what she does or says next. I do not wan to miss the opportuinity to respond. Thank you again.
Customer Answer
Date: 08/06/2023

Complaint: 20271010

I am rejecting this response because:
Yet again ServPro is using distraction to hide the inconsistencies and failures in their business and poor quality in their work. Their statements about the grout proves how ignorant and unprofessional they are in their own industry. Our concern about our grout was it was washing away and not that mold was forming. The main purpose for sealing grout is to protect against mold from forming. Sealer can help prevent grout from washing away and it is recommended sealing be done at least once a year if it is applied properly. The main reason grout washes away is because the grout was improperly mixed and installed. It hasn't been a full year since ServPro completed the project. So based on the facts they are admitting they never sealed the grout and it appears they aren't competent enough to mix and install grout properly. ServPro did send out employees to re-grout the shower, but we had to almost argue with their manager to get them to seal the grout which should be done after installation. They did return to seal the grout, but the employees purchased the cheapest sealer they could find and were in and out of the bathroom in 10 minutes. They left their sealer here and the instructions on the back of the sealer clearly indicate proper sealing takes more than 10 minutes because the instructions say you have to wait at least 30 minutes to dry and apply another coat. We called ServPro to ask why the sealer was not applied properly and their only response was, "Well do you want us to come back and provide another coat?' We declined and applied another coat ourselves. Their words and their actions demonstrate they do not complete tasks properly. They believe grout washes away because its not sealed properly, so based on their recent actions their is evidence they did not seal the grout properly less than a year ago and they are at fault. The industry says grout washes away because of improper mixture and installation. In both cases they would be at fault and not us. They can take their pick, they either didn't properly seal which did not last a full year like proper sealing should or they messed up the mix. The other thing they did not properly install are the shelves we paid for that fell off the wall less than a year after they were installed. We have provided proof through pictures, documents, email they installed the shelves and we paid for them. The shelving installation was just as shoddy as their grout installation. How long is this BBB case going to be open? How does this issue get resolved? Clearly ServPro has no interest in taking accountability for any of their actions. They are more interested in maintaining these distractions by offering false uncorroborated statements and hearsay from a subcontractor who is no longer in business.
We provided accurate feedback online regarding ServPro's sub-par work only because they are unwilling to correct all the mistakes they made. They took offense of the facts we presented and made false accusations about contract violations and continue to make incorrect statements without providing a shred of proof and now we are here with the BBB attempting to work out a dispute ServPro has not intention on trying to resolve. All they need to do is reinstall the shelving properly and we can be done.
So, since they are not going to reinstall the shelving we paid them for and honor their warranty; what is the BBB going to do? Does the BBB have any recommendations for customers who are being treated this way by businesses?

Sincerely,

****** ******
Initial Complaint
Date:08/09/2022
Type:Billing 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 June 8, 2022 there was a severe rainstorm and tornado in our area that resulted in two water leaks in our basement. We called State Farm and was told over the phone that the damage would be covered and that we should call ServPro to clean up. We called ServPro and they came out two days later. The technician Adam ***** told us that the cleanup would be covered. We asked him this same question several times before he started any work and each time we were told it would be covered. We also asked if he had the authority to make the decision. We were told that he did. With this assurance, we allowed them to do what they said needed to be done. We also questioned why they needed to cut up such a large area of carpet, padding, and molding more than 3 feet away from any wet area. These extended areas were in not wet. Adam took a number of photographs. Subsequently I've had two inspectors here and they agree the amount of carpet and molding removed was excessive.
State Farm has now told us that they are denying the claim and we are stuck with a $3000.00 bill from ServPro for something they told us would be covered.
Business Response
Date: 08/31/2022
Business Response /* (1000, 5, 2022/08/10) */
Hi ******* we are in receipt of the complaint below. The situation is unfortuante. I will provide all of the data necessary. It appears this customers policy did not include coverage for an outside water intrusion. That type of coverage is either elected or declined by a consumer when they get their insurance policy.

In this case, the customer stated in his complaint that "We called State Farm and was told over the phone that the damage would be covered and that we should call ServPro to clean up". His argument should not be with SERVPRO as we were not part of the discussion between himself and the carrier. However, once he learned he did not have coverage for this type of water loss he was upset and clearly wanted to have someone be responsible. His request failed with State Farm as what appears to be coverage not elected. The technicians rarely have any idea of coverage, how that works, denials, etc. They present the paperwork to the client which I have attached here that clearly states if this is not covered the homeowner and the one signing the document is solely responsible for the bill. Please see attached. I can provide much more to you like moisture readings to show the areas that were wet. I am not certain which professionals he cited as coming in and saying our efforts were in excess. If the loss was not covered it would seem counterintuitive to hire others to come in and assess the situation. We have the moisture reports which show what was wet and where. Those can be a bit hard to follow if you are not in the industry but I am happy to explain further. We did offer the relief requested and offered $300 reduction in the bill. We are viewing that as not acceptable by Mr. ******** because he then filed a this complaint. I do not see where Mr. ******** mentioned our offer in the complaint. I can understand that he is upset. The work was necessary to be done and SERVPRO did the work. We will gladly still offer the $300 credit to his account which I have notified accounting.

Business Response /* (1000, 8, 2022/08/11) */
BBB and Mr. ******** I want to apologize for sending an email outside of the complaint filed. I want to be very clear that we want to resolve your issue thus why we are so attentive to the matter at hand. We rec'd the comaplint from BBB and we responded. We responded with our accounts of the situation. We responded within hours of the request. The bottom portion of the complaint the consumer is asked what they would like as a resolution.

Mr. ******** stated - "We want an adjustment of the charges since we were told it would be covered". We acknowledged that request and honored it in our response by stating we would happily provide and adjustment in charges of $300.

In closing, we have responded to the complaint as directed and we honored the relief/resolution that was requested. SERVPRO does not assist homeowners in selecting insurance carriers or the selected coverages. As previously stated, we are not aware of the conversation that the customer had with their insurance carrier as stated in the original complaint "We called State Farm and was told over the phone that the damage would be covered and that we should call ServPro to clean up". We were not on that conversation. We came out, mitigated the loss and rec'd a positive Certificate of Satisfaction from the customer in which they signed.

While this case is open, we should only communicate via this process and no emails or phone calls should be made or attempted resolution beyond this case until the case has been closed by the BBB. I feel SERVPRO has done everything requested of them in this matter. However, we are happy to further discuss but we cannot run multiple processes simultaneously as that creates confusion.

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