Complaints

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• Initial Complaint

  Date:02/19/2024

  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.

  Servpro was called by my insurance company after I had a water leak in my basement. Oakville, Missouri Servpro arrived. State Farm paid the $2500 I think. This happened on June 3, 2023. My first complaint went out to my insurance June 20, 2023. More info below. ServPro was supposed to dry my basement out but the did not dry it out completely and I ended up with mold in my basement.

  Business Response

  Date: 03/25/2024

  Servpro has dried this home to an acceptable level based on industry standards and the standards of the ***** S500.  This was a category 1, clean water loss.  All moisture readings were obtained using a Protimeter SurveyMaster POL5365 moisture meter. 
  Servpro began mitigation services on 6/3/23.  Servpro dried the home with dehumidifiers and air movers for a standard 3 days 6/3/23-6/6/23. Servpro monitored drying progress and has logs consisting of all atmospheric and material readings.  The home was dried in accordance to ***** S500 standards.  The home was deemed dry on 6/6/23.
  On 6/21/23 (14 days after job completion) the Servpro project manager met with the homeowner on site to investigate a suspected wet spot on the homeowners carpet.  Servpro did in fact find a slightly elevated section of carpet in an area not related to the original loss.  On 6/22/23, Servpros production manager accompanied the project manager for a meeting with the homeowner, a State Farm representative, and a contractor the homeowner hired.  Servpro checked the area of concern and did not find any elevated moisture readings.  At this point concerns of remaining moisture in the basement were brought to Servpros attention by the homeowner and contractor.  The homeowner nor the contractor used any moisture detecting equipment to aid in their claim.  A thorough moisture inspection was performed with a moisture meter. The inspection resulted in a single, elevated reading on the outside corner of a wall.  It was explained to the homeowner and contractor that a false reading was being given.  The moisture meter used will detect metal and it was in fact detecting the metal drywall corner bead.  Elevated moisture readings were not found anywhere else in the basement.  The carpet showed no signs of moisture.  Servpro has photographic evidence of a moisture meter determining so.  A concern of rust on the bottom portion of HVAC duct was also brought to Servpros attention.  Due to the severity and time frame of this loss, the presence of rust is highly unlikely to be a result of this loss.  Servpro can provide photos of rust present on the initial inspection.   At this point the homeowner and contractor were still expressing concerns of moisture and possible mold and felt that all affected materials should be removed.  Servpros production manager stated that a category 1 water loss does not prescribe demolition of the materials and all materials were properly dried to acceptable standards.  It was explained to the customer that ********************** does not determine if there is mold present. Servpro suggested hiring an industrial hygienist to perform proper mold testing if the homeowner wished to do so.  Servpro offered to perform exploratory demo to attempt to discover any visible, possible microbial growth. These services are typically not covered by insurances companies due to the nature of a clean water loss that was mitigated in a timely manner. Servpro did reach out to State Farm for approval and was denied for these services.  Servpro offered to perform these services with the homeowner assuming the cost.  The homeowner denied. 
  Servpro does not condone being under the influence of any substance for any of their employees.  If this issue was brought to Servpro managements attention when first suspected,immediate action would have been taken. 
  Servpro has no record of communication or attempts of communication after 6/22/23 until January of 2024 when a Servpro Sales manager was contacted by the homeowners insurance agent.  Servpro immediately began communication with all parties to reach a resolution.  If Servpro was contacted in a timely manner the same urgency would have been used.  After reviewing photos provided by the insurance agent, Servpro contacted the homeowner to discuss and hopefully resolve any issues.  Servpro explained again that the home was dried to an acceptable level and that any and all suspected microbial growth could be the result of separate water issues/losses.  From reviewing the photos, the suspected growth on the carpet is in areas not related to the loss Servpro was hired to mitigate.  The bathroom and bathroom vanity were dried and showed no signs of microbial growth on 6/6/23.  The areas of concern are underneath and in close proximity to multiple water sources that could produce conditions of microbial growth. Servpro again recommended mold testing performed by an industrial hygienist as Servpro, homeowner, or contractor cannot determine if mold is present without areas of concern being subject to examination by a certified laboratory.    To resolve the situation, Servpro was and is still willing to treat the suspected growth with an anti-microbial agent.  After all explanations Servpro was met with profanity and name calling.  A civil conversation was unable to take place through the insults and slurs. 
  Servpro is willing to come to agreement and discuss any further issues if the claims and terms are of a reasonable manner.