Complaints

This profile includes complaints for Servpro of Rockville/Olney's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Servpro of Rockville/Olney

  850 E Gude Dr Ste H Rockville, MD 20850-1387

  
• 

  Servpro of Rockville/Olney

  1098 Taft St Rockville, MD 20850-1308

  

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:04/11/2024

  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.

  Jan 17 - minor flood in my unit. I was able to dry my carpet with my carpet cleaning machine, but a small area of padding, & the floor got wet. Servpro Rockville's employee, ******, brought his crew to remove the wet padding & set up fans. Instead of pulling the carpet back from the wall in one piece to access the padding, ****** instructed his guy to cut the carpet. When he started to cut, I was alarmed and asked what the guy was doing. ****** assured me that the carpet could be restored/repaired to its seamless ************* the start of all this, I didn't know Servpro offices are franchises. I asked ****** when he'd be back to fix the carpet, but he said his crew didn't do the repairs, so I called a Servpro listed on my State Farm claim dashboard. And it turned out to be the ****** office. Like I said, I thought Servpro was one big company, but it isn't.The guy from the ****** office came out and tried to reseam the carpet 5 times, until his supervisor confirmed ******' guy cut the carpet incorrectly (from the top instead of from underneath), and it could not be reseamed w/out leaving an obvious seam. He said it had to be replaced. Despite her own employee also confirming that the carpet must be replaced, which I have in writing from her, ***** ******* - Servpro Rockville's project manager - has tried to pass the responsibility onto ********** and *************************************** office.I understand that mistakes happen, and when they do, the one responsible should fix it. In this case, ****** of Servpro Rockville created the problem, and ***** ******* has NOT stepped up and taken responsibility. Resolving this situation is not up to State Farm. Or Servpro ******. To put it another way, "if you break it, you buy it." Unfortunately, I have had no success resolving this situation, and ask for your assistance in getting Servpro Rockville to replace or exactly match my carpet w/the same brand (Triexta) in the same color. I will not accept two-tone carpet.

  Business Response

  Date: 11/04/2024

  This complaint has been settled. Consumer received new carpet throughout the condo.

• Initial Complaint

  Date:10/06/2022

  Type:Order 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.

  Concern for price gouging of Hurricane Ian flood victims in Fort Myers, Florida. We contacted Serv Pro following hurricane Ian for flood restoration. They quoted $24k, both sides agreed to price, date to start, and 50% deposit. We requested an itemized statement of work and contractors license number prior to starting work. Serv pro returned quote of $44k, $20k more than the original quote the day before scheduled service. The company stated the original quote was an error although they asked me to sign it and pay on Tuesday 10/4. This appears to be price gouging by an out of state company for emergency services needed in another state following a natural disaster.

  Business Response

  Date: 04/04/2023

  From: *********************** <*********************************************>
  Date: Tue, Apr 4, 2023 at 12:34 PM
  Subject: Complaint ID ******** - *************************
  To: [email protected] <[email protected]>

  
  
  

  Good afternoon,

   

  I am following up on complaint number ******** for ************************** 

   

  We do not have a signed contract with ******************, we did not provide services for ******************, and we did not collect any amount of money from *******************

   

  We did mix up the ballpark estimate for this customer with another customer and ****************** was the one to identify the error.  ***************************** and ************************* did have a phone meeting to discuss this situation and ********************** on behalf of SERVPRO has apologized for the mix up. 

   

  At this time, we have apologized for the mistake and we hope that ****************** found a company to mitigate his home. 

   

  Thank you!

  Customer Answer

  Date: 04/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:

  From: *********** ******* <*********@*****.com>
  Date: Sat, Apr 15, 2023 at 2:22 PM
  Subject: Complaint ID: ********
  To: <*******@mybbb.org>
  
  *****,  
  
  Hello my name is ***** ******* and I filed the complaint ID ******** with the BBB against Serv Pro Rockville and Olney  I was unable to respond using the BBB portal and am therefore replying by email with attached documentation.  
  
  I read the response from the merchant to the BBB and have never communicated with ******* **** and believe the BBB should continue to investiage the merchant for price gouging victims of a natural disaster.  My communication was with ******* ******** and owner ***** *********.  I requested to speak with and attempted to contact ******** *********, who did not return my call.  
  
  As stated in the original complaint, ServPro Rockhill quoted $24,000 on 10.3.22 with work scheduled to commence on 10.7.22 and when I requested an updated contract with additional detail, not an expanded scope of work, they provided a quote for $44,651.72 on 10.6.22, the day before the work was scheduled to commence.  They refused to offer the original quote and ***** ********* called and stated this original price was an error however they submitted a contract for my signature with the original price.  All documentation is included in the complaint.  In their response to the BBB, they claim "we did mix up a ballpark estimate", however the difference between the two quotes is a nearly 100% price increase.  She is correct that a signed contract was not executed and Serv Pro did not collect money because I did not proceed after this price gouging attempt.  
  
  To further support the claim of price gouging victims of Hurricane Ian, a federally declared natural disaster, a complaint was filed with the Florida Attorney Generals office who agreed this was price gouging and advised ServPro of Rockhill was not licensed to perform work in the state of Florida.  If needed I am happy to provide documentation.  
  
  Further support Serv Pro of Rockhill was price gouging victims of Hurricane Ian is attached.  Two invoices from local, licensed, insured, and bonded contractors for demolition ($26,500) and mold treatment ($6,700).  These combined services were a larger scope of work compared to Serv Pro and combined still cost 25% less than Serv Pro.  
  
  Thank you and please contact me with questions.  
  
  ***** *******
  ###-###-####
  Regards,
  
  
  
  ***** *******