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:03/28/2025

  Type:Billing 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.

  I am writing to complain about the services rendered by ServPro of Santa Fe. During the rebuild phase of my house, I decided I would be better off firing them and finding a new contractor to complete the work. ServPro attempted to bill me for an additional ~$2,000, which I am privy to all the details in why. I refused to pay any additional money in which they threatened to take me to court and place a lien on my house. I have put together a comprehensive transcript of my experience, to include money paid and work performed, as well as picture of issues ServPro left behind and the rework that the new contractor has had to perform.

  Customer Answer

  Date: 05/09/2025

  Verbal Response: We have resolved the issue.

• Initial Complaint

  Date:03/28/2025

  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.

  DETAILS OF THE ISSUE:
  Dates of the transaction: 11/10/2023, 11/17/2023
  We paid Servpro $2072, which was half of the estimate they provided which was $4143.20.
  
  Servpro was called on November 10, 2023 to assist with water intrusion into our basement from a city pipeline that had burst outside of our home. They set up fans and vacuumed out the water and removed our possession so that they wouldn’t get further damaged. On November 17, 2023 they removed their equipment and provided us with charges for remediation and an estimate for the work to restore the area to its former function. We paid half at that time, and they informed us that they would return to our home to finish the restoration after the holidays. They never returned. We repeatedly called them to schedule to finish the work. They did not return our calls. We notified our **** insurance adjuster who sent us the attached letter.. Servpro’s lack of performance forced us to seek another company to finish the work they started.
  
  We never heard from Servpro again. However, on March 26, we received a voice message from **** ********, who was attempting to collect a debt that Servpro said that we owed them, the amount of $2071. We also informed Mr. ******** that Servpro failed to complete the remainder of the work they were contracted to perform and that they abandoned the job, forcing us to hire another remediation company to complete the other half of the work they left unfinished, failing to fulfill its contractual obligations.
  
  We formally disputed this alleged debt under the Fair Debt Collection Practices Act (FDCPA).
  
  We would like the BBB to help us resolve this issue immediately. Especially since Servpro never notified us about this so--called issue in over 16 months. And sending it to collection agency is a false attempt to collect money on a debt that is clearly not owed. We will also report this to the New Mexico Attorney General Consumer Complaint Division.

  Business Response

  Date: 06/27/2025

  Good after noon.
  I am responding in regards to the customer complaint ********-***** For the customer **** *******.
  When we were at mid rebuild for here project Ms. ******* brought to our attention additional damages witch she states was caused by the water damage. I then informed Ms. ******* that we need to submit a supplemental estimate to the insurance and wait for an approval before going forward with the additional work. We never received an approval for the supplement therefore I informed Ms. ******* that we needed a contract and approval ither from them or the insurance and that I can't eat the cost of the supplement. Ms. ******* informed me that she would acquire the approval during the holidays and would be in touch to begin the additional work. After the Holidays I was never able to get in touch with Ms. ******* to either close the current contract or to start the additional work. About 3 moths later the insurance adjuster called me to informed me that Ms. ******* was not happy with our work and that she had hired a different contractor to perform the additional repairs. Ms. ******* was asking the insurance for the funds on both our invoice and the second contractor without paying for the work we completed. 
  
  Thank you and have a good day.
  
  **** *****
  ServPro of Santa Fe

  Customer Answer

  Date: 06/27/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: the letter submitted by **** ***** of Servpro of Santa Fe,  contains numerous falsehoods and misrepresentations.
  
  Contrary to Mr. *****’s claim, we made repeated efforts to contact him following Servpro’s removal of equipment on November 17, 2023. These included multiple phone calls and text messages to Mr. ***** directly, none of which were returned. Our **** insurance adjuster also attempted to contact Mr. ***** multiple times and received no response, a fact that is documented in our case file with **** and can be verified.
  
  At no point did Mr. ***** or anyone from Servpro communicate that a supplemental estimate was required before continuing the restoration work. If such a requirement had been clearly conveyed, we would have acted on it immediately. Instead, we were told the work would resume after the holidays—a commitment that Servpro failed to honor.
  
  Mr. *****’s statement that he was “never able to get in touch with Ms. *******” is entirely false. The burden of communication was entirely on us, the customer, throughout this process. Servpro abandoned the job, failed to respond to all outreach, and left our home in an incomplete and unusable state.
  
  Three months later, only after we were forced to hire another remediation contractor to complete the work, did our insurance adjuster reach out to Servpro—again, only to document their failure to follow through on the job they had committed to.
  
  Lastly, Mr. *****’s accusation that we sought double payment from our insurance company is not only untrue but insulting. We never asked for reimbursement for work not performed. Our insurance claim clearly delineates between Servpro’s charges and the second contractor’s charges for the work Servpro failed to complete.
  
  We stand by our original complaint: Servpro failed to complete the work as agreed, failed to respond to repeated communication attempts by both us and our insurance company, and then falsely referred an unpaid balance to a collections agency months later.
  
  We respectfully request that this matter be closed in our favor, and that the unfounded collection effort be permanently withdrawn.
  
  Sincerely,
  **** *******
  
  ***** *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]