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Business Profile

Fire and Water Damage Restoration

Servpro of Bethesda-Potomac

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fire and Water Damage Restoration.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/05/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I worked with Servpro in 2022 when I needed fire restoration services. Using Servpro turned a stressful situation into an even more stressful situation because of their poor communication and record keeping. The restoration took 4 months longer than they stated as I was living in a hotel without access to much of my belongings. Further, they continually sent me emails stating they were sending me to collections for not paying, yet they hadnt completed their work. When I repeatedly called to discuss I rarely got a call back. My account was paid in full when they finished the work months later. Now in 2025, they are emailing stating I havent paid in full. I have record of the checks paid as well as photos of their own employees holding the checks I paid myself outside of the insurance direct payments. Servpro has continued to harass me as a result of their poor record keeping.

  • Initial Complaint

    Date:07/15/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Servpro provided water mitigation services to me in July of 2023 after a flood. They were among the most disorganized businesses I have ever dealt with - while they showed up quickly, they left a number of different large machines in my basement and did not return to pick them up for weeks afterwards. I spent hours calling local Servpro locations to try to figure out what to do and ultimately moved all the machines onto the sidewalk outside my house and injured my lower back in the process. Eventually after leaving many messages for this specific Servpro location the machines were picked up (every other location apologized to me but said they couldn't help). I never heard from them again.A few weeks ago, after nearly a year since this issue, I received a call from Servpro demanding payment and telling me there would be interest charged to my account even though I had not received a bill. I told them I didn't think it would be fair for me to pay the entire outstanding amount given how poorly I was treated. A few physical invoices were then mailed to my home address.This morning, however, a debt collector called me and informed me that a lien had been placed on my house. I told them to send me the information via email and then they provided me with the wrong email address, suggesting that Servpro had been using the wrong contact information for me and for which I should bear no responsibility. The way I have been treated as a customer is inappropriate and insulting, and I now have to deal with legal issues related to this lien as a result of this Servpro location's incompetence. I am outraged at how I have been treated and demand rectification for the time, effort and expense involved in dealing with this issue. I am happy to pay Servpro some portion of the original charges, as would be fair, but I should not have to pay the full amount given the exceptionally poor quality of the services and now should be compensated for having to deal with legal issues.

    Customer Answer

    Date: 07/22/2024

    The address is as follows:

    Servpro of Washington DC
    **********************
    Suite A
    **********************

     

    I am still awaiting information from the business - is there any way you can wait to post this complaint until I can see if it is resolved?

    Customer Answer

    Date: 08/28/2024

    Thank you for your last message - I have not heard back from this business. Please note that I am attempting to pay them! I just do not know how to reach them but the complaint has been resolved. 

  • Initial Complaint

    Date:02/21/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Contract work was not completed correctly. Carpet was not installed correctly, tac strip went into my foot through the carpet, transition strip nails were not secured and came out completely, transition strip was not the correct one for the step, molding was not installed correctly to the appropriate height, door for faucet not installed correctly, no insulation was put in around the faucet, vinyl flooring contained bubbles, carpet is not installed correctly (shifts and bubbles). They refuse to fix the issues and claim they were pre existing...They cannot be pre existing if they installed all of these things.

Servpro of Bethesda-Potomac is NOT a BBB Accredited Business.

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