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:10/31/2024

  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.

  My home was destroyed during hurricane ******. Servpro came by my home and offered me assistance with a quote of ****** dollars. I was asked to sign an agreement and pay 50 percent (*******) up front, which I did. I signed rhe agreemwnr on a tablet in my driveway and i was never given a copy of the agreement. There was never a time during their process that I was not there checking on my property and asking for updates. Never in that time did they tell me that the cost may have increased or that the price was going to be a wildly larger amount. After asking and asking for an invoice when they were finished, I was told over the phone that I had a remaining balance of ****** dollars. When asked why there was an extra charge of 5000 added on, they told me that they adjusted the price for square footage. They were charging more for a 1700 square foot home when my house is 1287 square feet. When confronted with this error they said that they had measured it as such. I have had two realtors come out and measure my house and neither had that number. When I tried to look at the invoice and discuss the charges, he left with the invoice and said that his supervisor would call. So I STILL do not have the "charges" the want to bill me with. When I asked to see the agreement he pulled it up on his tablet and there was no price listed or square footage listed. I was also made aware that they had done this to my neighbors who also just lost their houses in my neighborhood. I am a 65 year old widow who just lost her home, her investment and they tricked me into signing a blank check essentially. I will pay the other 6000 that we had agreed upon.

  Business Response

  Date: 11/18/2024

  The following information provides a detailed response to the recent allegations raised by ********* regarding our water mitigation services. Below is a summary of the situation,as well as a point-by-point explanation of how we handled the job, including the final pricing adjustments made after addressing her concerns.  I have also attached Our final estimate, Final Invoice, Photo Report and Email sent to Customer for payment.
  
  Initial Contact: It is important to note that Servpro did not approach *********. My technicians were originally dispatched to a neighboring property to begin mitigation work. ********* approached my technicians while they were at the neighbors home and requested assistance with mitigation at her property.
  
  Verbal Quote and Measurements: My technician verbally quoted ********* a rate of $10 per square foot after taking a quick measurement of her home. It appears that during this initial assessment, the technician either missed certain rooms or miscalculated the total square footage, resulting in an estimated size of around ***** square feet. A deposit was taken based on this initial estimate to secure the job and begin setting up equipment.
  
  Explanation of Process: My technician claims to have explained to ********* that the initial payment was merely a deposit, based on rough measurements, and that a more accurate estimate would be provided later using DocuSketch and Xactimate to determine the final square footage and cost for the work.
  
  Communication: Throughout the process, ********* was not in constant contact with my technicians. There were periods where she did not return phone calls or text messages for days. She later mentioned that we had refused to provide her with the necessary documents, but I can confirm that we sent the itemized bill, invoice, and photo report to her prior to the final meeting with her and her son-in-law.
  
  Final Square Footage and Billing: The final Xactimate estimate determined the homes square footage to be ***** square feet. This was the basis for the final billing at the agreed-upon rate of $10 per square foot,resulting in a total of $17,030.00. We also presented ********* with the bill of ACTUAL work performed in the amount of $24,175.71. This is the amount the job should have been invoiced for.
  
  Meeting and Son-in-Laws Involvement: My technician made an attempt to meet with ********* to explain the final charges, but was unable to do so effectively due to constant interruptions from her son-in-law. He was vocal and disruptive, making it difficult for the technician to explain the details of the bill. Nonetheless, my technician provided all relevant documents and passed along the contact information for *********s son-in-law.
  
  ****** Review and Resolution: Before my General Manager, **** ******, could personally reach out to her son-in-law, he posted a negative ****** review, accusing us of price gouging and taking advantage of elderly customers. After **** was able to speak with him directly, an agreement was reached on a revised final price of $14,250, based on the square footage of ***** square feet at $10 a square foot. This square footage was provided to him by a realtor. With this agreement, the negative ****** review was also taken down.
  
  Revised Invoice: A revised invoice was created and sent to ********.  Our technician subsequently met with her and collected the remaining balance. I believed that the issue was resolved at that time.
  
  Complaint Timing: Given that we had already agreed on the final price and resolved the issues with ********* and her son-in-law, I am assuming the complaint was filed before we reached this agreement.
  
  Please let me know if you need any further details or clarification regarding this matter. I am confident that we addressed the situation fairly and transparently.