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:09/27/2024

  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.

  We had some water damage to our basement. Servpro came in and did some work amounting to $12000.00 and our insurance company only allowed $5000.00. They did the extra work without our permission are authorization. We did not even hire Servpro. We dont know who sent them here to do the work. We filed a claim of damage with **********************

  Business Response

  Date: 09/27/2024

  Our office received the job notification on May 7, 2024 directly from ******************** Our office contacted Mr. ******** on May 7, 2024. He explained that the septic tank overflowed due to a power outage.  The project manager went to the home and accessed the job and had all the contract forms signed by the customer on May 9, 2024. All the contract forms are signed digitally on an iPad that shows the location and time of which they were signed. The job started on May 13, 2024 and was complete on May 23, 2024. Those signed forms are attached to this response.

  The final paperwork was sent to the insurance company for approval and issuance of payment. On May 24, 2024 we received a phone call from the insurance adjuster stating that the customers limit of coveage was $5,000 and that would be sent directly to our office through the water mitigation dispatch payment procedure and the balance will need to be collected from the insured. 

  All homeowners policies are written differently and we are not aware of policy limits. We received the payment from the insurance company on June 4, 2024 and on June 5, 2024 we sent the customer a notification via mail that the payment was received and what the outstanding balance was. 

  Mr. ******** called our office earlier this week to discuss the billing issue. At that time we suggested he call his insurance agent and see if there is something they can help him with in regards to getting the rest of the invoice paid since it was a coverage limit issue. 

   

• Initial Complaint

  Date:04/26/2024

  Type:Service or Repair 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.

  We contracted with ServPro to remediate mold in our attic and repair the home thereafter. In the course of doing the work, our home was damaged: wood floors stripped, blinds broken and glued shut with mud, curtain mounts broken, mud left on walls and ceiling fans, and paint left on the wood floor, carpets, and entryway rails. What we could not fix, we raised with the repair team project manager during her walkthrough. ServPros attempt to fix the damages was inadequate: while they were able to wipe off paint and clean the carpets, they made the wood floors worse and installed inferior blinds that didnt fit the window well and so were unusable. We found later that a window had also been sealed shut (this has not been raised with ServPro). We got repair quotes and shared them with ServPro, which provided a settlement agreement that deducted a portion of the repair cost. We returned an amended version that waived the remaining balance and that removed a clause that prevented us from speaking about our experience (we left the clause about disclosing agreement terms untouched). Via email, they said that they accepted our amendments, but the returned contract had been altered to remove their warranty and restrict our ability to speak about our experience. We told the project manager of the remediation, who was acting as a go-between, that we could not accept these changes. We sent back a revised contract and asked to speak with the owner, but we have heard nothing from ServPro since. We want to close out this experience and finish the repairs on our home. We would like the remaining balance waived, ServPros warranty honored, lien waivers issued, and no restrictions on our ability to discuss our factual experience, so that other consumers can make informed decisions and seek work within ServPros strengths. If the warranty will not be honored, we would like a full refund of all work done, since the provider feels it is not of sufficient quality to bear their warranty.

  Business Response

  Date: 04/29/2024

  We have signed the Settlement Agreement and Mutual Release that ************** amended to his satisfaction.  It is attached to this message.  We only ask that ************** signs this document and sends us a signed copy to close our files.

  Customer Answer

  Date: 04/30/2024

  I have signed and attached the settlement agreement. 

  Customer Answer

  Date: 04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/10/2024

  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.

  The original estimate was done in Oct 2023 by servpro. When they did estimated we asked if we could add the living room and bathrooms floor to match what they were putting in for the kitchen and hallway. They started somehwere around November 20. After 3 days we questioned the estimate for the extra flooring we asked for. They wanted $7000 which we thought was outrageous. After we called the flooring company, he said he wanted our business but that was not what he submitted to ***** for the work. ***** finally came around and said he misquoted the price which was $3500. This whole process with flooring held up any work to be done or cabinets to be ordered until we agreed on flooring and other items. The kitchen cabinets were not ordered until first of January. There were alot of disagreements with ***** on the services to be done. It was finally done the first week of April. There were several items not done according to the estimate which at this point we only want to be refunded to have someone else finish up for us. ***** is expressing that change order 2 covers ALL trimming which there was a large refund from content estimate. We asked if he would buy trim to finish the baseboards. Baseboards were thrown away went the floor was gutted in kitchen, hallway, and parts of 2 bedrooms.We are asking for $2510.30 out of $3178.56 for the items not done in first estimate of services to restore water damage. They get to keep $668.26 We were disappointed that he cheated us out of the full backsplash in change order 1. ***** on us for trusting him. The backsplash total was $1614.77 but he only credited $1000 to us in change order 1. At this point, we are done with ***** and Servpro on any more services to be done.

  Business Response

  Date: 04/15/2024

  **********************************************
  ************************************
  Telephone:************
  www.servprostcharlescity.com
  
  March 15, 2024
  
  ***********************
  1140 5th Plz
  *********************
  
  RE: Customer = *************************
  ****************************************************************************************
  
  ********************;
  
  We are in receipt of the Better Business Bureau complaint #******** in reference to the work performed at the above
  referenced residence for our customer, *************************.
  
  First, we would like to apologize for the inconvenience and disappointment that you experienced in dealing with our
  company recently. We assure you that your complaint and feedback will give us the opportunity to remedy any
  problems that *** exist and help to improve our services in the future. We take great care to ensure that important
  matters such as repairing property damage are properly managed, although on this occasion, an acceptable standard
  has clearly not been met and we have clearly not succeeded in meeting your expectations.
  
  One specific point we would like the chance to explain further is the credit for the ceramic tile on Change Order # 1. As
  you can see from the attached picture named Kitchen-Completion Pic 02.29.24 the ceramic tile backsplash was
  removed then drywall was installed, finished, and then painted in place of the preexisting ceramic tile backsplash. The
  $1,000 credit for this change was calculated the following way: Original estimate, credit for lines # **, 18 & 19
  <$1,******>; add for finishing the drywall to be ready for painting and painting the new drywall in that area +$******.
  <$1,446.10> + ****** = <1,000.00>. Finishing the drywall to be ready for painting and painting the new drywall in that
  area were not included in the original estimate, therefore needed to be added back into cost of this change order. After
  reviewing the wording of change order #1 and emails around this, I believe we could have done a better job
  communicating how we arrived at that dollar amount. With this detailed explanation of how we arrived at the credit for
  this change order, we do not feel that we have cheated anyone out of any money.
  
  We acknowledge there are numerous other items that you are dissatisfied with and are outlined in the attachments of
  your Better Business Bureau complaint. From the comments in your Better Business Bureau complaint, we are of the
  understanding that you are proposing a credit of $2,510.30 off the total balance due on your account of $29,597.54;
  which would result in a final payment of $27,087.24.
  
  We confirmed with ****************************** that they issued a joint check, made payable to ************************* and
  our company on 11/20/23 for $27,087.41 which you should be in possession of.
  
  We are willing to accept your credit proposal. We ask that the insurance check be endorsed properly on your end and
  then delivered to our office on or before April 22nd, 2024. Upon receipt of the properly endorsed insurance check, we
  will consider this issue closed.
  
  If you need to communicate with our company further, we ask that you email me directly at **********************************
  
  Sincerely,
  
  *******************
  
  President/Owner
  
  SERVPRO of St. Charles City
  
  SERVPRO of St. Peters
  
  SERVPRO of Dardenne Prairie/Weldon Spring