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:07/02/2024

  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 had a break in 6/6/24, Serv pro was contracted to do a deep clean of the medical facility due to the burglar slicing open their hands and getting blood all over the office space. Upon returning to the office on 6/10/24 we noticed broken glass, a lot of dust and dirt still present and blood still on a wall. Our insurance adjuster contacted us and said serv pro had submitted a bill for ~$23K, more than we even had coverage for. Upon looking at this bill it included a suite that was not ours in the total price, our price according to this invoice was $15,790.33. We attempted to contact the office 4 times and was told someone would call, no one ever did. Only when they expected payment did we finally get a phone call. We were told that they would accept 17K, which is the total amount of coverage our insurance would cover. I explained that this was more than the total amount charged and we had to fix and replace items out of the money dispersed. There was a lot of hemming and hawing over this and an amount of $11,250 + Tax was settled upon. Overall, we are incredibly displeased at the service serv pro provided, they did not do the job they were hired to do, and then by all appearances attempted to scam our insurance company by overcharging and charging for services not rendered. The rep that initially showed up to start the process was very kind, compassionate and caring. They also sent him to pick up the check, we showed him the quality concerns and he stated he would talk to them about having someone come to at least clean up the blood that remains. That was 6/29/24 and as of today 7/1/24 we still have blood on the wall. The liability serv pro placed on us due to their lack of ethics is incalculable.

  Customer Answer

  Date: 07/11/2024

  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 and the matter has been resolved.

  The business contacted me 7/9/24, sent a crew to finish cleaning and the job was completely in a satisfactory manner.  

  
  Sincerely,
  
  ************