Complaints

This profile includes complaints for Serv Pro of Helena and Great Falls's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Serv Pro of Helena and Great Falls

  479 Lincoln Rd W Helena, MT 59602-8789

  
• 

  Serv Pro of Helena and Great Falls

  216 8th Ave S Great Falls, MT 59405

  

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:04/05/2024

  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.

  Servpro of Helena, MT was hired for remediation to our property after a fire. We were told that demo should take 2-3 weeks **** In Jan there was a deep freeze and Servpro had called to tell us they had shut off our water. My husband took the phone call and was told so. He told servpro that we had animals on the land and said we would see about how to water them. Since January we have been transporting five gallon jugs out to our property to water the animals as to not turn our water on. We did not find out until weeks later that in fact our plumbing had NOT been properly winterized and that a plumber to do so had been cancelled by servpro. We were never told about this nor authorized this, being under the impression that it was properly taken care of initially. We were not made aware of any of this until we called to ask about why our plumbing was damaged having appeared to have froze and burst during the cold snap. During the initial phone we asked for an email detailing all that had been done to our plumbing which was never sent until weeks later when we discovered damages, and lack of progress. Had servpro stayed in contact and told us of the situation we would have taken measures to insure the plumbing stayed heated and the driveway could have been plowed much sooner so progress would not have stopped- with no need to go through our insurance which they had tried to do without making us aware. We found more damage to plumbing aside from the initial burst pipes as progress continued. It seems as though they had split and cracked pipes trying to remove our bathroom vanity and threw away the materials. Much of the burst plumbing remains, there are significant portions of plumbing completely missing. We have photos documenting the damage. We have tried to work with the company but have not made progress, and insurance will not fix this either. We seek $500 to cover material cost to repair.

  

  Business Response

  Date: 04/16/2024

  I have reviewed the job notes and photos for this job, and here is a summary of the sequence of events based on that information:
  Our Production Manager spoke to *************** on 1/5/24, and we scheduled to begin work on 1/9/24. The pellet stove in the house was functional, but we were concerned that it would not provide enough heat to keep the house above freezing during demo. On 1/9, we called a plumber to winterize the Haleys property, but they said that they would not be able to complete the work until 1/15. There was some very cold weather in the forecast prior to the 15th, so on 1/10 our PM shut off the water to the house, drained the lines as much as possible, and left the valves open to try to prevent any damage from a freeze. Our PM then called ************** on 1/10 to let him know that he had turned the water off and done everything we could to prevent pipe damage from frozen pipes until we could get a plumber out to fully winterize the system, but ************** told him that they have animals that they need to water,so that would not work for them. Immediately following that conversation with **************, we called the plumber to cancel the winterization. We are sympathetic to the fact that there probably was damage to pipes due to freezing, but we believe that we did everything that we could under the circumstances to prevent that from happening, so we do not believe that we are responsible for the outcome.
  
  During photo review of the job, we did find a picture that appears to show that we may have broken a water supply pipe to the bathroom sink during demolition. Management was not aware of this issue until we read the complaint posted with the BBB, and we would like to apologize for that mistake on our part. We agree to pay the Hayleys the $500 that they have requested to compensate them for the broken water supply pipe to the bathroom sink.
  
  We are also sorry that we were not able to complete the entire job sooner, but the winter storm that came through around 1/12, also dumped so much snow that we were unable to access the Haleys property for a few weeks. Unfortunately, the significant amount of snow preventing access to the Haleys home combined with a surge of flooded homes and businesses did prolong the mitigation process more than we would have liked. We pride ourselves on providing best in industry customer service, and we regret that the Haleys did not have that experience with us.  

  Customer Answer

  Date: 04/19/2024

   
  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,
  
  ****** And *************************

• Initial Complaint

  Date:11/28/2022

  Type:Billing 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 had a bait and switch situation occur. We were given a estimate of $8,000 total, which they wanted us to pay half up front, we did. Our total owed would be $4000. However, their job was more extensive then previously thought, I had gotten a couple revised estimates during the 3 months it took them to complete the job. They were taking emergency jobs in between. I understood. During these months the revised estimate was never more than $8,800. They knew that I was paying cash and they were keeping me apprised of the cost with current estimates, so I thought. The job finishes and they send me an invoice by email stating that I owe them $12,000 on top of the $4,000 that I had already paid them. I told them no, you have not applied my $4000 that I have already paid. Meanwhile, they are threatening to put a lien on my house. The first bill they send me is a threat to put a Lien on my house. Originally, I had given them a good review because their workers were wonderful. I had no problem other then some things I did not find out until I got back in the house. I also feel like they promised some things and did not deliver leaving my family unprepared for winter. In the beginning they promised their sister company would be there to assist us in rebuilding. We had no subfloors, no walls, little insulation, no furnace. Winter hits in less than a month, their sister company wont even return our calls. The house is in disrepair, we had to pay to be able to have heat to survive.

  

  Business Response

  Date: 12/06/2022

  The Rosenbergs requested an estimate for mold mitigation after they started remodeling their newly purchased home and found that new flooring and drywall had been added over existing drywall and flooring that was water damaged and moldy. We do a lot of mold mitigation, and therefore we know from experience that it is impossible to know the full extent of a mold job until we are able to remove enough building material to find the perimeter of the growth, not to mention how many layers of building material may need to be removed in order to mitigate the mold.

  
  Our initial estimate was to mitigate mold in the laundry room, kitchen, and living room. Here is an excerpt from the email that our Production Manager sent ******** on 6/13/22 with the original estimate attached: This is a preliminary estimate subject to change due to work performed. As the job progressed it was discovered that the mold extended into the bathroom, utility room, and a bedroom, and that it also affected the ceiling (which was previously unknown) as well as floor and walls. There were also multiple layers of flooring that needed to be removed in the kitchen and living room that we were not initially aware of.  There was a layer of sheet vinyl on top of laminate flooring, on top of more sheet vinyl, all on top of carpet (see attached picture). Then there were also two layers of subfloor that needed to be removed instead of one as we anticipated. None of that was known to us when we built and submitted the preliminary estimate. We have documentation that we spoke to the customer about the additional work that would be required to mitigate the mold in their home on numerous occasions, including 6/29/22,7/8/22, 7/26/22, and 8/2/22. On 7/8/22 we provided the customer with a revised estimate to include the additional work that we had uncovered at that time, and on the other dates we verbally notified the customer that the scope of work has continued to expand, and each time they requested that we continue.

  
  The Rosenbergs were put in a very unfortunate position when they unknowingly purchased a house that someone had deliberately added layers of flooring and drywall to hide extensive water and mold damage. We reviewed our final bill and made any adjustments that we could to keep the price down, including removing charges for HEPA air scrubbers on days that we werent actively working due to emergency jobs that came in. We pride ourselves in providing outstanding customer service, and we hate it when we have an unhappy customer, but at this point there really isnt anything else we can do to satisfy this customer.