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:02/06/2025

  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.

  I am filing a complaint against ServPro of Southaven due to a series of issues stemming from their service at my home, resulting in property damage, additional expenses, and poor resolution of the matter.Ceiling Stains from Overuse of Deodorizer:During the original service call on 10/16/24, the ServPro technicians used an excessive amount of liquid deodorizer, which resulted in the liquid pouring from my ceiling and visible stains on my ceilings. This damage was directly caused by improper application and lack of care during the process.Ceiling Stains from Vent Cleaning:While cleaning my air vents, the technicians failed to properly contain or remove the dirt and debris, which instead ended up on my ceilings, causing additional staining. This indicated a lack of proper cleaning protocols and negligence in protecting my property.Ductwork Reassembly ************************* Calls:After ServPro completed their work, I discovered that my ductwork was not reconnected properly. This resulted in multiple follow-up service calls (four in total) to diagnose and fix the issue.Two of these service calls were from another company outside of ServPro, as ServPro failed to address the issue properly. Ultimately, I had to personally cover the cost of the final service call to get the problem fixedan expense I should not have incurred due to ServPros negligence.Delayed and Poor-Quality Ceiling Repairs:I spent over a month going back and forth with ServPro, as they initially refused to take responsibility for the damage they caused to my ceilings. After continued discussions, they eventually agreed to repaint the ceilings.However, just two months later, the paint has already started yellowing and discoloring, indicating that the repair was either done improperly or with low-quality materials.

  Business Response

  Date: 04/15/2025

  Dear ****** ***** and Better Business Bureau,
  

  Thank you for bringing your concerns to our attention. We take all feedback seriously and are committed to providing transparent, high-quality service to every customer. We appreciate the opportunity to clarify the scope of our work and the circumstances surrounding your experience.
  This customer hired ********************** of ********************** specifically for duct cleaning services following a fire and smoke loss in their home. We were not contracted to perform full fire or soot restoration services, which would typically include comprehensive cleaning, deodorization, and surface repair.
  

  During the duct cleaning process, one of the supply vents was oversaturated with deodorizer, which unfortunately caused staining to a single area of the ceiling. We regret this and fully acknowledge that this was an error on our part. The oversaturation was an effort to address significant smoke odor and contamination, particularly because we were informed that the ductwork was not being replaced.
  

  We made several attempts to obtain insurance information from the customer so we could properly coordinate with the insurance adjuster on a comprehensive repair plan. Unfortunately, the customer declined to provide that information. Without the ability to communicate with the insurance carrier, we were limited in the scope of work we could perform and communicated that we would only be able to repair or blend the single affected area.
  

  It's also important to note that smoke and soot residues can continue to cause discoloration and staining if not addressed as part of a full restoration plan. Since we were not engaged to perform the complete fire restoration, we were unable to account for or treat those secondary issues beyond the ductwork.
  While we understand the customers frustration, we respectfully disagree with the characterization that ServPro is not recommended for restoration services, as we were not contracted for that scope of work in this instance. Our team would have gladly provided full restoration support had we been asked to do so. 
  SERVPRO did send an HVAC technician (3rd party/separate company) to repair some zoning issues around the duct boot (damage that had nothing to do with our scope of work).We are still willing to work with the customer to make things right within the scope of our involvement and continue to be open to a constructive resolution. 
  

   

  Sincerely,
  ******* ******
  General Manager
  SERVPRO of Southaven
  ************

• Initial Complaint

  Date:11/05/2024

  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.

  I filed a water damage claim with ********. ******** sent out a company to assess the damage and provide cleanup of the area, Servpro. ******** also recommended Servpro for repairs so I chose them. 12/5/23 I signed paperwork for Servpro to start repairs. 1/2/24 after several outreach attempts heard back from Servpro noting they are waiting on ******** so they can begin. 1/17/24 & 1/29/24 contacted Servpro for an update. They were still attempting outreach to ******** for approval. 2/13/24 called Servpro again for an update and they are still trying to get in touch with Allstate. 3/5/24 contacted Servpro they have emailed Allstate with no response and are escalating the issue. 4/1/24 received a call from Servpro mitigation is complete and someone will be out for review. 4/15/24 flooring and cabinet person came out,took measurements and said they would be in touch. 5/21/24 contact servpro because i have not heard anything back from flooring or cabinet people, servpro said they would take care of it. 6/3/24, 6/11/24 & 6/25/24 outreach for same and noted someone would call me back. 8/14/24 called Servpro because still no response was noted that the people I was previously working with, *****, is no longer with the company but ***** will get everything going and told me how much I need to pay them. 9/17/24 called Servpro following up and was told ***** is no longer with the company. ***** is now over it and the claim is being expedited. 9/23/24 ***** and another man came to my house and i emailed the final estimate to *****. ***** said he will get with insurance and will call me back in a few weeks. 11/4/24 call Servpro to follow up since i havent heard anything back, was told ***** would call me back. 11/5/24 called Servpro spoke with ********* noting I have still heard nothing back and now I cannot get insurance coverage do to the repairs not being done. I was told this is being escalated directly to *****. It is now one year exactly since original claim.

  Business Response

  Date: 02/20/2025

  I have looked into Ms. ******** account with *********************** Servpro did complete the mitigation part of her loss, as stated in her complaint. There are 2 parts to a Loss. Emergency mitigation services, which protects your home in case of a water loss. ********** comes out, dries your home, protects your contents, removes any wet or affected surfaces to prevent any future mold growth. The 2nd part is Reconstruction. According to our records, Ms. ****** has not had any actual work performed for reconstruction. According to her records, she has had some estimates done but no actual work completed for reconstruction. The ********************** that she is referring to is a separate entity from Servpro. I was able to speak with ***** regarding this claim, and he confirmed that a FREE estimate is all that has been done for Ms. ******* Her insurance adjuster is non responsive, as you can see is evident based off of her notes. Reconstruction work is very different from **********, and requires approval upfront from the insurance adjuster. The adjuster then pays the homeowner and the homeowner pays the ********************** in Draws as work is completed. All State has never approved any estimates for reconstruction work on our estimates. The reconstruction company is a separate business from Servpro. Servpro provided ********** services ONLY - approved and paid for by her insurance company. Our claim has been closed and paid out since 1/10/2024. Thank You.