Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/01/2024

  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.

  01 February notification of bill due The amount of their payment already received is 1000.00. The business was supposed to clean up the crawl space. The nature of the dispute is that the business Servpro is claiming to have completed services. They did not, my crawl space is damaged and they inspected it and when they went to clean it up stopped. They said there was water in the crawl space still leaking and were not able to clean up anything due to the nature of the leak still happening. For Servpro to even start the process to evaluate they were paid 1000.00 already up front and are now asking for the sum of over 4000 to still be paid for services not done. They knew when they left that the crawl space was flooded. They called me to follow up and see when it would be done to reschedule for any service to be completed. I let them know that I had not had anything scheduled and was still waiting for an estimate, and a schedule date of service to be completed. I submitted my insurance information for them to contact the insurance company. The insurance still has not paid for the money to repair my home as Servpro is harassing me for. I’ve contacted the Maryland state insurance commission to help with resolving the problem of the insurance deciding not to cover any damages. They have not paid in full for any of the damages and are reporting to Servpro that they have paid in full. They have not. I’ve also had to submit the information to the HUD agency also for the state to help with the funds to repair my home since the insurance company is refusing to help rehab my home, crawl space, and plumbing damages, and plumbing to have repiped that caused the flood. The foundation is still in need of repair and the insurance company to my knowledge is still in review by the state insurance commission to follow up on my complaint of the damages they refuse to cover. The company Servpro is threatening a notice for failing to pay and for the litigation fees to file against me.

  Business Response

  Date: 02/05/2024

  The file said it could not upload my emails. I created a PDF instead with the emails. See attached. The only emails that were not attached are the ones sent through QBO as it does not save the messages we send. It only shows when they were sent and how many times. I added a screen shot of how many times the invoice and messages were sent and viewed in QBO.

  Business Response

  Date: 02/05/2024

  The system did not save the large response I sent before.

  We did not receive a response from her at all after all after December. We expressed to her multiple times as seen in her attachment and as seen in the pdf I sent her that she is aware this invoice is for the services provided so far not the entire job as she refused to call us back and tell us the pipe had been fixed and was ready for us to clean the remaining water out. The adjuster told me that he paid her in full for our invoice and gave her specific instruction to pay us that amount as I explained to him that she was not responding to us and was not listening to me when I stated this was for the work done so far, not the entire job as we know the job was not finished because she did not get the pipe fixed for us to finish the job. This is stated in the emails attached- as well as the email she attached, marked 'Servpro Harassment email'. This is the first I am hearing she is claiming they haven't paid her. She was called several times and sent emails via QBO and didn't respond to deny those claims by the insurance carrier. I called the carrier 1/05/2024 at 10:47 am and spoke with the adjuster and he said she was initially sent a payment in the amount of $642.00 and refused it. Then they received our invoice and estimate of which was attached by Ms. *****, minus finance charges. The adjuster reminded me that we had agreed on a lesser amount in the amount of $3781.19. All of which she was paid including the $642. Her total check was for $4423.53 which was sent ACH on 1/16/2024. She accepted this amount from the carrier. This all was confirmed just now. I did attach a new copy of the adjusted invoice in the amount remaining $2840.82. He also confirmed all of this with her on the 12th of January. This does include finance charges. I also sent this to Ms. ***** so she has it and can respond whether it be directly or through the BBB. According to the adjuster, the loss was covered but she didn't like the amount they covered. She wanted more money than what they paid her. He said they have been having problems with her as well. We have attempted almost a dozen times to make contact with Ms. Sloan to get this matter taken care of but she kept stating we never finished and didn't understand that we billed her for the work we did not the full job. She paid us the $1000 upfront and that was already deducted from her bill. We would like the remaining balance paid in full as the carrier paid her for our work.