Complaints

This profile includes complaints for SERVPRO of Northeast Columbus and SERVPRO of Gahanna's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SERVPRO of Northeast Columbus and SERVPRO of Gahanna

  7440 Pingue Dr Worthington, OH 43085-1741

  
• 

  SERVPRO of Northeast Columbus and SERVPRO of Gahanna

  PO Box 139 Carroll, OH 43112-0139

  

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:04/30/2025

  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.

  Contacted Servpro for major water leak issue in a basement During the clean up and mediation of the mold clean up took a very short time. Then a few weeks later the repairs of putting drywall up on ceilings and one wall, primer and painting of walls. When their drywall crew showed up they sat around for over 2 hours because they didnt bring drywall with them then offer a couple days of work they said they were done when I when to approve their work they hadnt drywalled areas and the paint g and priming was below subpar work the utility room door wouldnt even open which it did before due to whatever the drywall crew had done brought it to Mr **** the project managers attention and he said he would have it fixed so for the second trip they came in and drywalled the areas which werent done and said they fixed and repainted and job was done and needed a check upon inspection of the work the door wouldnt open still which they loosened the screws in frame to drop the top corner to try to make it open the paint job was still not done properly and they didnt tape the wall and ceiling where they put the drywall and you could see every seam when the drywall was mudded and theirs was a hump in the ceiling where it wasnt sanded properly so they came back again I know cause I do home remodeling for a living he also stated that the door wouldnt open still need cut and they would rebuild top because they had to cut it and would repaint door which wasnt done after the third trip it still looks like c*** and they was told they did their scope off support and its done I told **** it wasnt and needed to figure out a fix he couldnt and I told him that if he textured it as it was before which would be in scope of work they could hide all their poor workmanship which he agreed it was now just coming to texture the ceiling and not paint and want paid want work done properly including painting pics are current with them stating they are completed

  Business Response

  Date: 05/06/2025

  We had people out last week, and we are scheduled to return tomorrow to finish the ceiling.  To my knowledge this will resolve the customers concerns.  Some of the items mentioned in the initial complaint were not part of our scope of work.

   

  Thank you

  Customer Answer

  Date: 05/08/2025

  [Ifyou do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23270444
  
  I am rejecting this response because: 
    The scope of work wasnt completed  after being told that it was finished 3 times and the ceiling was never textured and walls werent even touch which was in the scope of work  and after reviewing today the workers had broke an led can light and now have to meet again for another day because project manager couldnt do his job again and have to come back  there was over a month with no contact from **** and even receiving  a certified letter stating was going to put lein on property for no contact because **** could get it together and complete the scope of work  after 5 plus months and asking for payment my repeatedly the walls werent even touch finally started  so why wasnt it completed in timely manner and scope of work  dropped the ball as usual with this branch of this company
  Regards,
  
  ****** ********

  Customer Answer

  Date: 05/11/2025

  And now after him putting project manager **** put the new light in and I had to even help put the can lights back up cause was hanging I had signed paperwork  after adjusting a light I realized that once again the job isnt completed because once again the painting crew cant paint a ceiling correct  now Im waiting again for someone to call me back for management because I told **** to leave my house  now it will be over 8+ times I have been told that the job was complete and it isnt do to the scope of work  Im now going to be looking for compensation for the several days that I have had to take off work now  because of the unprofessional workmanship that this company has provided  over and over again  

  Business Response

  Date: 05/13/2025

  Our manager, ***** ******, has secured an agreement with Mr. ******** to credit him an amount of $1,500.  This check is being mailed to Mr. *************** This matter should be resolved.  Thank you

  Customer Answer

  Date: 05/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint even thought this company has poor workmanship and project managers have no professionalism.  Still would not ever hire this company for anything.  Companies like this should be held more accountable for their actions and below sub par wor.  I have to paint areas of ceiling myself and to make this go away they refunded the deductible as agreed they would do and guess this is acceptable.  The bbb should hold these companies to a better standard then what they do
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:04/09/2025

  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 created damage to my property due to negligence while performing repairs. The company broke my sliding glass door, damaged a couch, damaged a floor in the utility room, damaged the ceiling in the breezeway, broke the blinds for the sliding glass door, left debris / drywall mud and all over the paver patio and I stalled a toilet 2 times incorrectly. Multiple project managers and a supervisor has acknowledged these issues and assured me they will be taking care of. I have provided all the estimates (which are very conservative to be fare) and no resolution has come about. The communication between the mediator, Servpro and me has ceased since the estimates have been provided per their request. I have requested their liability insurance information for over two weeks and have not received it. This damage was created by them and they have acknowledged that in both text and email. I am seeking full payment of damage created by their contractors and crews as promised by project managers and supervisors.

  Business Response

  Date: 04/14/2025

  It is my understanding that our construction manager, ***** ******, and a third party, (Contractor Connection), have secured an agreed settlement with Mr. ********* in the amount of $3,893.47.  ***** is supposed to meet with Mr. ********* later this week to provide him with this settlement check in exchange for him endorsing over payment to us for the completed work.  If this matter is not resolved, please let me know.

  Thank you,

  *** ******

  Customer Answer

  Date: 04/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *********

• Initial Complaint

  Date:09/11/2024

  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.

  On 4/29/22 I was referred to ServPro of Northeast Columbus to remediate water issues/damage to my ******* has been a very rocky road trying to work with this company and my project is still ongoing after 2 years & 5 1/2 months.

  After the process of resolving water issues I contracted with same company for restoration of my home. Problems encountered with assigned workers were almost immediate & soon my case was given to a second Project Mgr. We managed to get through many service/supply delays due to COVID but after nine months I complained to my Proj. Mgr. that I felt my work project was not being given the priority it should be with the many long delays of nothing being done & no communication as to why.

  He scheduled a meeting with his Superior and the two of us. His Superior openly admitted that his "company had dropped the ball here". Together we went over delayed work, notes were made, recommendations given to ****. Mgr. by Superior, apologies made to me, and the meeting ended on a good note. That was early Jan 2023. Contractors were scheduled, & work was progressing until problems with removing/installing porcelain tile flooring halted the workers progress. Many issues came up working on the flooring and scheduling delays became prominent, again.

  Eventually the new flooring had to be removed three different times as new issues arose. No dust barriers were installed initially & soon my entire home was FULL OF DUST.

  Resulting dust problems caused furnace malfunctioning & it cost ME $900. to fix furnace. It was one problem after another after that & still today there are outstanding flooring problems & my Proj. Mgr. is not responding to my many texts. My ins. company paid me & are no longer a resource for me to confer with after 2 years.

  The stress of working with this company for almost 2 1/2 yrs. & the fact that I will soon be 80 years old has caused me to look to the BBB for their assistance in resolving this matter. 

  Business Response

  Date: 09/12/2024

  I would like to have an opportunity to meet with Ms. ****** to discuss her concerns and to document the work she has indicated is not finished.  I offered this option to her prior to this complaint being filed.  Please communicate to her that we are committed to addressing her concerns, and the first step in doing so is for me to meet with her and inspect the home.  

   

  Thank you,

  *** ******

  *********, Servpro of Northeast Columbus

  ************

  Customer Answer

  Date: 09/18/2024

  I am rejecting this response because: After completion of laying my porcelain tile floor my floor began making noises when walked on but only in certain areas. The "squeaking" noises were noted to be in areas where the most heavily water damages occurred initially. I learned this is related to sub floor issues and if not corrected will cause, in time, cracked tiles, and grouting issues will develop as well.  Considerable time was spent on correcting sub floor issues in other areas when removing/installing the flooring.

  Once installed the tile had to be removed 3-4 times in different areas due to issues with sub flooring. I feel that replacing the sub floor in the most heavily water damaged areas should have been first priority before installing new tile and it was obviously overlooked and not done by contractor. Problems have now developed in those very same areas and if not corrected, now, I will be burdened with the labor intensive, and financial issues in the future when I begin to see visible damages.

  My insurance/I am paying for full replacement of damage done and not just repair of damages.  I want all my tile floor removed, sub floor replaced, and tile reinstalled. If this had been done initially by servicing contractor we would not be where we are now, two years and five months later.

  In addition, I am still finding carpet strands pulling from carpet in curved area where tile floor meets the carpeted area of living room. This issue has been discussed with owner of carpet company a number of times and needs to be readdressed with him again and with a better solution to fix that problem as well.     

  A number of financial issues relevant to ServPro signed contract/contractor problems which have been previously brought to the attention of the Project Manager remain unresolved as well.

  Regards,
  

  ****** ******

  Business Response

  Date: 11/13/2024

  Sent the following email to the customer this afternoon.  I have also attached a copy of the estimate and invoice that were included in the email.

  Good ******************************* apologies for this delayed response.  Your below email went into my spam folder, and I didnt realize it was sent to me until getting an update through the BBB portal.  I have attached our estimate and invoice per your request.  The estimate shows a credit amount for the wallpaper work that we did not do.  The invoice shows additional credits that ***** had noted in the file. 
  
  I can arrange to send ******* out to try to address your carpet at the tile transition.  If you are agreeable to this, please let me know and I will ask their rep **** to call you to schedule.
  
  As I stated below, we agree to return to evaluate your tile floors further if the squeak returns. 
  
  I will increase my credit offer from $1,000 to $1,500.  This will be reflected as a credit towards your final balance owed. 
  
  Please review and let me know if you are in agreement. 
  
  Thank you,
  
  *** ******
  *********
  Servpro of Northeast Columbus
  *****************
  *********************

   

  Customer Answer

  Date: 12/03/2024

  November 21, 2024 With reference to Claim ID ********,

  I am responding to BBB email dated November 14, 2024, and the enclosed response received from ServPro / Mr. *** ******. I am rejecting your most recent email offer dated 11/14/2024.

  Reasons are as follows. In email communication dated 10/17/2024, you listed my ServPro account balance as $6,107.37. In email communication dated 11/14/2024, you listed my account balance as $6,299.47. I disagree with both balances as both are incorrect. I have out of pocket expenses that are either not listed or listed as incorrect amounts. My insurance approved payment for amounts submitted per my insurance claims adjuster and I am expecting reimbursement. I paid my contractor a total of $1,494.00 for installing wallpaper plus an additional $****** for wall preparation prior to installing the wallpaper. See attached receipts. I shopped and paid for the cost of selected wallpaper, $427.85. See receipt attached. I no longer have receipts for the following two purchases, but I reported it to Project Manager at time of purchase with his approval.

  I shopped and paid for one replacement towel bar, $*****. I shopped and paid for a new bath tissue wall dispenser, $*****. Two other items belonging to me were removed from my home without my knowledge or my permission. I reported both missing items to the Property Manager at that time and told him I expected reimbursement for both items. One was the copper water line that I paid a plumber to install and not covered by insurance. The flooring contractors nicked it while installing floor tile and it was replaced with a stainless-steel braided water line that was covered by insurance. I planned to recycle the copper to recoup some of my plumbing expenses paid out of pocket. I see a credit shown for a copper water line kit which is acceptable to me.

  Page 2 of 4 The second item that disappeared was a NEW, unopened roll of 24" x 20 ft. roll of heavy-duty plastic shelf liner. The partial roll was left but the NEW roll was removed from hall closet without my knowledge or my permission. I paid $31.97 for each roll, it was my property, and I expect to be reimbursed for it. See attached purchase receipt. I just recently noticed that my partial can of a gallon of wall paint left over from painting my condominium in April 2022 is missing. The last person to remove that paint to use to touch-up walls was the Project Manager. I will now have to purchase at least a quart more of the same paint for wall touch-*** as needed. I continue to find new things that need to be corrected as I am cleaning my condominium. Even though most are small corrective issues I will still need to pay someone to rectify ServPro contractor's errors since I am elderly and cannot do the work myself.

  This is one instance where I feel monetary compensation is warranted and expected. In addition to these corrective measures mentioned that will need repairs I had to live 26 months with my condominium in disarray. I had storage totes stacked in the living room, which is small to begin with, for all this time due to my needing to pack up the all the contents of largest cabinet in my kitchen and other items from counter tops. Whenever needing a small appliance, or cooking utensils I had to search in the packed-up totes. ServPro did supply boxes and packed up everything from bookcases and cabinets in basement so the carpet, padding and ceiling tiles could be replaced. I was the one, however, who had to sort out and put everything back in place when the time came and carry all the empty boxes upstairs to my garage for disposal. I had a path to get in/out of laundry area. Even though ServPro considered the added part to my furnace, an upgrade" I never would have had that expense of $999.00 to pay if their contractors had put up dust barriers to somewhat contain the micro particles of dust created from removing, installing, and re-installing in some places, the ceramic tile floors in kitchen, hallway, closet, and half bath. That dust in combination with the condensation within my AC/furnace was creating areas of black mold which needed to be cleaned and at my expense. Since the construction work would be ongoing the Ultraviolet dust guard part was ************ furnace/AC was only almost four years old, and my HVAC contractor suggested the installation of that part as a preventative measure to help with the dust issues. When it was time to do condominium cleaning ServPro used their contractors and billed my insurance company for all the cleaning work. I believe ServPro should have been burdened with half of the cleaning bill since they caused the need for entire condominium needing cleaned instead of just the affected rooms. I had closed off all rooms, but with no dust barriers installed, the micro dust penetrated everything. In addition, I had to increase my exterminator service to monthly treatments to gain control over infestation of silverfish found by contractor and caused by moisture / dampness.

  All these mentioned items, plus the frustration, inconvenience, disappointment, etc., are justifiable reasons that I ask for monetary compensation from ServPro. Hopefully, we can reach an agreement on updated figures for monetary compensation.

  I am not willing to agree to the $1500.00 currently offered in email dated 11/21/2024. Page 3 of 4 My out-of-pocket expenditures and Insurance check deposit relevant to my contract with ServPro are noted below.

  $5,500.00 Insurance funds for payment / deposit ****** Cost to Reset Toilet 427.85 1,244.00 Cost of Wallpaper Product ****** Cost to Install Wallpaper Cost to Prep Walls ***** Purchase of Bath Tissue Holder + ***** Purchase of Replacement Towel Bar $ ******** TOTAL

  ServPro account credits were issued to me per invoice of 11/14/2024. $5,500.00 127.77 10.00 19.62 + ******* $ ******** Contract Payment Reset toilet. Commercial insect trap Copper Ice Maker Line Kit Credit for Wallpaper TOTAL $ ********

  *. ****** Total Expenditures - 6,107.37 $1,561.25 $ ******** - ******** $ ****** ServPro-Account Balance Per Email of 10/17/2024 BALANCE Due *. ****** OR *. ****** Total Expenditures ServPro Account Balance per BALANCE Due *. ****** 11/14/2024 Invoice No tax was added to these totals since Insurance added it to estimate and ServPro added it to invoice.

  In either case the tax is variable in the end. Page 4 of 4 I would like **** *** to come out to address my carpet issue as soon as possible, as offered in email dated 11/21/2024. As previously stated, I want ServPro to agree to return, in writing, if/when ceramic tile floor resumes the squeaking noises. And not just to "evaluate a problem but to also do the necessary repairs needed and at their cost.

  This statement should also cover my carpet damage that resulted from/ during ceramic tile flooring installation should it continue to ravel at the tile transition area. 

  
  

  Business Response

  Date: 12/16/2024

  I am unable to determine what credit amount the customer believes she should receive.  Can you please ask her to clarify her prior statement?  We are crediting all the money that her insurance paid towards her wallpaper, back to her.  This amount is $1,492.80.  If her costs to do the wallpaper work are greater than this amount, she would need to discuss with her insurance company.  Also, insurance did not pay her for a new towel bar, they paid for the existing towel bar to be installed, so if she purchased her own towel bar, that expense would be hers.  We installed it for her, which is what was included in the estimate.  We will add a credit for the shelf paper she indicated was taken from her home, but before we make another revision, I would like to understand the other credits she is seeking.  We will not pay for the HVAC work she had completed.  This was an upgrade.  I would like to get this credit amount agreed to and finalized before se send anyone back out to address additional repairs.  Given the circumstances, I will consider additional credits, but I need to understand her exact demand. 

  As for the tile flooring, we have already agreed in writing that we will return to evaluate her kitchen floor if the squeaks return.  I cannot agree in writing to make repairs, when there is nothing to repair.  We would need to look at it if it returns and evaluate for what needs to be done.  We had an independent flooring company inspect already and they didn't see anything wrong with the installation.  

  Thank you,

  *** ******

  Customer Answer

  Date: 01/02/2025

  I am responding to the email I received 12/18/2024 regarding the ongoing complaint I have with ServPro of Northeast Columbus. This is a follow up to my verbal rejection and reasoning phoned in on 12/19/2024 when I spoke with "*****. 
  Mr. ****** and I have a difference of opinion about the purchase of wallpaper for my Powder Room. Supplementary costs for other needed repairs were sent to my insurance company for payment after the initial net claim of $9,387.63 was paid to me. I received 2-3 other checks for payment of additional repairs. The Project Mgr. submitted the invoice for the wall prep and installation of wallpaper in 2023. Apparently, the receipt for the purchase of my wallpaper was not submitted until May 2024 when I reminded ***** that it was not showing on my insurance claim online. There is, therefore, no need for me to contact my insurance company as you suggested. Also to mention, my insurance company closed my claim after two years so that option is not available to me. I was insured for full replacement value on all damages incurred with this claim after I paid my deductible. The insurance claims adjuster told me to turn over any receipts to the Property Mgr. and he would see that the insurance company received them, and I did this. 
  I do have a correction on the cost for the wallpaper. I originally submitted my receipt for $427.85 which I just noticed is incorrect. I had two bathrooms done and had two different receipts. I was told that the powder room took more wallpaper than the one upstairs. I automatically chose the receipt with the higher cost. My mistake, I apologize. The corrected cost for the wallpaper purchase for the powder room was $354.75. 
  I have attached the correct receipt with this letter of response. 
  I have attached a copy of the ServPro Reconstruction Contract signed on 6/30/2022 showing a total reconstruction estimate of $11,026.76. On 6/29/2022 I paid $5,500.00 for them to start the reconstruction, see attached check. 
  I did not ask you, Mr. ******* to pay for the **** repairs. I was merely letting you know that I would not have incurred this expense if the contractors had installed the customary 
  2 
  dust barriers to aid in controlling the micro dust particles from melding with the ** condensation and thus creating black mold that I had to pay for the removal and cleaning. The $999.00 parts that I approved to have installed was indeed an upgrade but was needed to control the micro dust due to the contractors still working on the ceramic tile flooring and to prevent a reoccurrence of damages. I submitted the invoice to my insurance company; they agreed that it was needed as a precautionary measure since the flooring work was ongoing. 
  My insurance fully reimbursed me for the upgrade part since my **** unit was only 3-4 years old. 
  As for the towel bar Mr. ****** that you choose not to pay me for, I will explain. If your contractors had removed my old towel bar from the side of the vanity before putting it outside for trash pickup, then I would not have needed to purchase a new one, same size, same style. 
  The "shelf paper" as you refer to was not ordinary shelving paper. It was a 20 ft. roll of eighteen inches wide heavy duty ridged plastic that I purchased as a covering for the open metal shelves of my storage unit. And it was removed from my home by one of your contracted workers without my knowledge or consent. I reported this to Project Mgr. at the time I discovered it missing. 
  You said you have already agreed in writing to return to reevaluate the floors if the squeaks return with warm weather. That you have said. However, I want it in writing that not only will you return to reevaluate the floors if the squeaks return but to be responsible to see that any repairs are completed, and you pay for them to be done. 
  I have enclosed additional paperwork for you to look over to substantiate my concerns and complaint. As you requested, I have added an itemized list of out-of-pocket expenditures, that were previously reported to Project Mgr. and for which I am expecting to be reimbursed. I do want my carpet repaired where it is unraveling due to the installation of the tile flooring before I agree to turn over any more money as well. 
  If we can agree I would like to have these issues resolved and this claim finalized by year end. 
  

  
  

  Business Response

  Date: 02/07/2025

  We will agree to the balance owed that Ms. ****** has stated (Using the above balance due ServPro of $3,705.23 and subtracting $659.08 for incorrect charges on Costs Estimate I get a new balance due ServPro of $ 3,046.15).  Once again, I am trying to resolve this matter, but the information being presented keeps changing.  I am holding firm that I cannot blindly agree to return in the future to fix an issue that isn't currently present.  I had a 3rd party flooring company (*******, a very large and reputable flooring company) evaluate the install we completed and they found nothing wrong.  ************* will agree to pay her stated balance of $3,046.15, I will coordinate with ******* to return and see if they can address the concerns she has with her carpet.  As for the tile flooring, I will gladly return at any point in the future, with *******, or another independent flooring contractor to evaluate the squeaks if they return.

  Customer Answer

  Date: 02/25/2025

   I am responding to the last email I received from you dated February 7, 2025, and referencing Complaint Number ********. 
  

  Once again, I am not in agreement with Mr. *** ******, ********* of ServPro of Northeast Columbus, and his last email response sent to settle my complaint with his company. I am rejecting the offer presented in his email. My reasons for rejection are noted below. 
  

  We now agree with the account balance due ServPro of $ 3,046.15. And the reason the "information keeps changing" is due to his employees not doing their jobs correctly. 
  

  I feel that if Mr. ****** was truly interested in resolving my complaint with his company, he would have already scheduled to have the repairs needed to fix my carpet that was damaged during installation of the porcelain tile floor. I pointed out this damage to him when he was at my home in October 2024 and made him aware that the owner of the company who installed the tile flooring had attempted to fix the damage three different times prior. The carpet continues to unravel and needs more permanent repair. The Project Manager was also aware of the carpet damage. This carpet issue has remained unresolved for well over two years now. I believe I have an extra piece of carpet in storage that could be used for the repair. 
  

  And to be clear, I will not release any more money to ServPro until my carpet is repaired and my flooring issues completed to my satisfaction. I am not willing to pay any more money to ServPro, as Mr. ****** suggested I do, in a previous email, until all the outstanding repairs are completed. 
  

  Regarding the ceramic tile issues already presented to Mr. ******, I also am standing firm in my position with the squeaking tile floor issue. ***** ******, the ******* *******, was made aware of the squeaking issue in early July 2024 and attempted to do some repairs on 2-3 different occasions. That area of the flooring with the squeaking had been installed the previous Summer, had already been through one Winter, Spring, and didn't occur until late 
  
  

  Summer 2024. I, therefore, do not agree that the squeaking on/off issue could be related to seasonal changes as you have suggested. I feel there is a more significant issue causing the problem. I asked many times for my refrigerator to be moved out and away from that area to see if the flooring under it was affected and not once has my request been honored. In addition to the silverfish infestation in the basement I am now seeing them come out from under my stove and refrigerator on the first floor. Per the exterminator, this is a result of moisture. This is why I am insisting that there is a bigger issue with the floor in that area where the floor was most heavily damaged by the water initially. 
  

  It is my opinion that any reputable restoration company would not hesitate to guarantee the work of their chosen contractors if a situation such as this happened UNLESS they were worried that they would be obligated to cover any resulting damage in the future which could become costly. 
  

  What about your stated "ServPro Warranty, Two Years Labor / One Year Materials" and your "Follow-up Satisfaction Guarantee"?? I have that information that was given to me when I agreed to use your services. I would like to believe that the Warranty and Satisfaction Guarantee will not begin in my particular case until contract settlement is completed. It will be three years ServPro has been working om my home on April 29, 2025. 

  As stated previously, Mr. ****** and I are at an impasse regarding my porcelain tile floors. 
  

  Respectfully Submitted, 
  ****** ******

• Initial Complaint

  Date:01/29/2024

  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.

  I've been working with ServPro and Doug (the project manager) for the past two months starting 12/7/2023. The mitigation process went great but the repairs have been terrible and slow. When picking out new flooring they insisted I used a flooring company that they wanted and would be billed through wanting to change an extra 10% for flooring costs- when I asked for a quote for the flooring costs they refused to provide one. When I chose to go with a different flooring company Doug threatened to walk off the repair project. Doug has been incredibly unprofessional and rude. Then when having the original repair quote adjusted to have flooring removed, they added random charges- some of which they refuse to explain or wont respond with an answer. When I finally got ahold of Doug to ask about some of the charges- he threatened to walk off the project AGAIN. Work finally started last week 1/24/2024. Doug the project manager has not checked in on any work that has been done. there are line items in the quote that I am being charged There is only one guy who has been doing work at my house- he doesn't show up in the Servpro uniform or van that the mitigation team did so I suspect he is a contract hire. They are also trying to charge me to move furniture they didn't move.

  Business Response

  Date: 02/06/2024

  We have been in communication with the customer and are working to finalize the job and credits for any work we did not complete.  This matter should be resolved.  Thank you

  Customer Answer

  Date: 02/06/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:05/03/2023

  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.

  This is a rental. I had renters insurance: structural and personal. My landlord had property insurance. I hired them on 10.18.22 for a fire restoration of a home. They began work on or about 10.25.22. They sent in a team of Spanish speaking staff to do the clean up, so it was hard for me to communicate with them. I tried to tell them not to take out the furniture. But they did, and put a lot in a dumpster. They took all of the furniture out and did the cleaning and some deconstruction; carpeting, drywall, and ceiling, wiped down walls, packed up 25 boxes and sent them to storage, then disappeared. They billed my insurance company $30,000.00. My insurance company negotiated with them down to $13,000. I negotiated with them down to $10,000. They held my belongings hostage until I paid. ServPro is asking $1000 a month for a regular 10' x 20' storage unit. My landlord paid for the cleaning. 

  Ultimately, another contractor was hired to finish the job. I was in a hotel from the fire until 4.5.23.

  Business Response

  Date: 05/08/2023

  I would like to first address the reason our initial estimate decreased from $30,000 to the amount we invoiced for of $9,646.48.  When we prepared the initial estimate we were advised we would be holding the customers personal property in storage for the duration of the repairs to the structure.  We estimated for 9 months of storage.  The initial estimate also accounted for cleaning all of the personal property.  The customer then informed us that he had limited coverage through his insurance and that he didn't want us to clean anything and wanted to arrange for the items to be picked up.  We adjusted our estimate and invoice to reflect only the work we completed and we capped storage at 1 month.  Additionally we have 125 boxes packed with the customers belongings as well as approximately 60 items.  Our current charge of $9,646.48 is accurate and fair. 

  Mr. ******* has had multiple conversations with our office staff and one of our owners, Ramy M****, about these charges.  We expect to be paid for the work we completed.  Mr. ******* should contact Ramy M**** at ###-###-#### to resolve this matter.  

   

  Thank you.

  Customer Answer

  Date: 05/16/2023

  I am rejecting this response because: This company did not have my permission to take the contents to their storage facility. I told many of the workers that the furniture was smoke ingested and that we would be replacing this stuff for the most part. They all I began to find out did not speak much or no English. The company had put a lock box on the door with my permission so as to get in the dwelling to CLEAN and remove damaged ceilings, walls, carpeting, padding, damaged items to be discarded, etc. As I noticed from time to time as I came back to check their progress I noticed that furniture was removed or being removed. There was no one to communicate with as to what was happening etc. I have tried since December the 2nd to get the contents picked up to put into a storage facility which I had leased with ,****** ******* on ******* ** in my vicinity but was told that that is not an option and that this was now all about COLLATERAL! There was no mention of work, starting the work etc. Then SERVEPRO sent another estimator out and he informed me that they would be ordering the materials and that it would be 4-6 weeks before they could start depending upon the arrival of the materials. **** ***** and ***** is right around the corner and these are the places where the materials are at and were at. SERVEPRO had no intentions of fulfilling their obligation. We were mislead from NOV., Dec., 2022, Jan., and Feb., 2023. This is where SERVEPRO mysteriously disappeared and cut all communication by not answering phone calls, texts, voice messages, emails, etc. It was at this point and time that my Landowner/Landlord conferred with me about seeking another CONTRACTOR and PURECLEAN was chosen and immediately began the work and had everything 95% completed within three weeks total and was 100% professional, prompt, and totally responsible with any and all questions answered , explained, and guaranteed!!!  Sincerely and thanks, ****** ** *******
  
  Regards,
  
  ****** *******

  Business Response

  Date: 05/22/2023

  We respectfully disagree.  Mr. ******* signed a contract with us for his personal belongings to be removed from the property, cleaned, and stored while repairs to his rental home were being completed.  This process was explained in detail to Mr. ******* by our estimator/project manager, Cory M********  We adjusted our estimate to accurately reflect the work that we completed.  We have capped his storage charges at 1 month despite them being in our facility for several months.  We verified with this insurance company that he was paid per the estimate we have provided.  He has received the funds to reimburse us for the work we completed.  In an effort to resolve this matter, we will take $1,000 off of his current balance of $9,464.48. 

  Thank you

• Initial Complaint

  Date:12/06/2022

  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.

  In summer of 2020, i had a roof leak after a thunderstorm. The insurance company denied the claim stating it was not unexpected/sudden loss. The insurance will cover the water damage to the bathroom wall, and they referred the claim to Servpro. The roof leak took priority first. A contractor (Craig) from Servpro arrived. I made arrangements with the contractor (Craig) to repair the roof leak, at my own expense. The work was completed. In November 2022, it was noticed that the hole/leak has re-appeared in the same area. I contacted Craig. He came out and said he no longer works for Servpro, the work was done when with Servpro. But, he would do the re-repair and get back to me on the cost. I didn't hear back. That is paying twice and i was going to dispute that. On November 28, 2022, i called Servpro directly at ###-###-####. I was transferred to the local Servpro office. The man i spoke to sent this case to Coordinator Rachel. Rachel called me the same day from ###-###-####. She said there is no record of doing any work here, and this is not covered. I gave her Craig name and number. She was to contact him to clarify this. I asked her to call me with an update and her reply was "i can do that." I never heard from her or anybody. I had a feeling/vibes that i was not going to hear back and i was going to have to 'chase after' Servpro. Why doesn't Servpro have records of this work on file ? To me, there are several scenarios as to how/why. This type of work can't wait indefinitely until a resolution. I am seeking/hiring another company to do this re-repair. It has rained/light snow since i called Servpro and Craig. ** I am requesting to be reimbursed the cost of hiring another company to do this re-repair.

  Business Response

  Date: 12/08/2022

  I have reviewed our files on this matter.  We did receive a call to go out and provide emergency services to the customers roof on July 8 of 2020.  However, the insurance adjuster inspected the roof prior to us completing any work and he informed us and the customer there was no coverage for the roof damage due to age and wear and tear.  Our sub contractor, Craig, was going to handle the roof tarp on our behalf.  Once the adjuster advised he would not be covering this service, the customer declined to have us complete any work.  He chose to work directly with Craig, to complete a temporary repair to the roof. 

  Rachel from our office acknowledges speaking with Mr. ******** on 11/28. While on the call with Mr. ******** she could not find any record of Servpro completing work for him.  She requested that if he had any documentation to suggest otherwise, he should provide it to our office for further review.  She did not hear back from Mr. ********, and thought this matter was resolved until we received notification of this complaint.  

  Servpro was not paid any funds by this customer and did not complete any work.  The customer chose to work directly with Craig, which kept his costs lower at the time of the work being completed.  If he has concerns about the work that was completed, he should deal directly with Craig.   

  Servpro doesn't have any money to refund because we did not complete any work. 

  Thank you
  

• Initial Complaint

  Date:10/13/2022

  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 own a condo in ****** ***** building in Columbus, OH run by a Home Owner’s Association (HOA) and managed by a third party, **** ******** *********** On 6/21/2020 are unit become flooded from above, we notified the management company they contacted SERVPRO to help them clean and dry out the flooding. Maintenance services for these type of events are covered by our HOA as documented by the HOA Declarations. All work by SERVPRO was ordered and authorized by ****, I did not order or sign for any of the work performed by SERVPRO. Today I received a final notice invoice for $3935.09, this is the only invoice ever I received, from SERVPRO dated 8/7/2020 stating if I don’t pay by 10/14/2022 it would be sent to collections.

  Business Response

  Date: 10/14/2022

  This was an internal accounting error.  Our office has spoken with the customer and ****** ***** ********** this morning.  No funds are owed to Servpro.  We apologize for the inconvenience and confusion.  Thank you.

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service 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.

  The job was not finished, nothing was covered in plastic while painting and drywalling, paint on photos, wood floor, leather couch etc. As opposed to covering my clothes dressers they took all clothes out and placed in trash bags, quit in the middle of cleaning up their mess and didn't finish cleaning. One night I came home and 2 guys said we think there is jewelry in the bottom drawer. Sounds strange. All of my mom's, grandmas precious diamonds and gems gone. Not sure what happened. DO NOT EVER USE THIS COMPANY IN WORTHINGTON.

  Business Response

  Date: 10/12/2022

  I reviewed our job management system and the last time we did any work for ******** **** was in 2018.  I worked with Ms. **** at that time to address some concerns she had.  I would be willing to meet with her and inspect her home if this work is related to the job we were involved with in 2018, however this complaint has caught me off guard.  There was never any mention of missing jewelry when I met with Ms. **** in 2018.  Please review and let me know what should happen next.  I'm hoping this is a mistake, or possibly an old complaint from 2018 that just came through due to a technical issue.  Thank you, *** ****** ###-###-####

• Initial Complaint

  Date:10/03/2022

  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.

  Due to extremely heavy rain right before July 4th 2022, the basement drain backed up and water from the unfinished part of the basement ( furnance room) leaked into the finished area. I called my homeowners insurance (****) and they said to call Servpro and gave me the number to call. They did not give me any other companies to call so I assumed that they were working with Servpro and that **** would approve the costs. Servpro came out and immediately wanted to know how much my insurance would pay. I told them my policy allowed $10,000.00 total and he repeatedly said not to worry about anything as my insurance would pay for everything. I am an 86 yr old widower living alone so I trusted him and because the insurance gave me their number I thought they were the only option. NO estimate was given but because of his misleading claim and misleading affiliation with **** Insurance, I gave authority to do the work. My adjuster then visited to go over my claim and he said that I could use any money leftover ( after servpro clean-up , and then repairs ( drywall, new carpet, painting) to buy any furniture that might have water damage). He thought clean-up would be $3,000-$4,000 and repair an additional $5,000.00. After he left, I received an invoice from Serv-Pro for just clean up for $8,948.42 and then an estimate for repair for $9,427.85 for a total cost of $18,376.27. I called **** Insurance who were appalled but only then did I learn that they had no affiliation with ServPro at all. I was stunned to learn that I could have called any number of companies . I then reviewed closely the invoice to see that they had charged me for 4 days drying time for bare concrete floors and claimed to have 8 dryers in the furnace room ( extremely small). The did flood cuts on two entire walls that did not have water within 10 feet. they took the carpet and discarded, and then charged four days worth of drying time. I believe they did what they could just to take all of the money.

  Business Response

  Date: 10/10/2022

  I have reviewed the complaint from Ms. ********.  Upon receiving the complaint, I also reviewed her entire file and I spoke to the initial estimator that responded to the job.  Our invoice is not inflated.  It is supported by the facts of the damages that were present in the customers home at the time of our inspection.  Our estimator indicated he did have a brief conversation with the customer about the policy limits, only as an FYI that it could come into play on the job (most drain back up jobs that we handle, have limit issues that impact the final outcome of the job).  We would never intentionally inflate a scope of work.  The equipment that was placed on this job was calculated using software that our corporate office created.  It takes into account the SF of affected area along with the type of loss and building materials.  

   

  We also never told the customer that our charges would be $3-$4K.  We rely on 3rd party estimating software to calculate the final cost of the job.  In this particular case, this customers home was one of many that were impacted from a major storm event.  There was a City wide flood event and there was more work than we were able to capture.  We were only running service call appointments and were not providing estimates due to our limited resources compared to work that needed service.  If customers called into our office and inquired about an estimate before service began, we told them they would be placed on a wait list.

   

  In an attempt to help this customer and resolve this complaint, we have adjusted our invoice.  We reduced our equipment count from 24 total air movers to 18 air movers.  This was the lowest possible air mover count our software indicated could be used to properly dry the home.  Typically when we use less air moves, it requires additional days onsite to properly dry.  We also, reduced the drying days from 4 to 3.  Lastly, we made a few other revisions to our extraction charge (normal instead of heavy), waived our service call fee, etc.  These revisions resulted in a new estimate amount of $6,993.  This is a reduction of $1,995.42.  

   

  Our accounting department will update the invoice and send a new copy to the customer.  I have provided the updated estimate as an attachment to this complaint.  

   

  Thank you,

  Ken P****r

  Customer Answer

  Date: 10/12/2022

  I am rejecting this response because:  The fact that almost half of the flood cuts were made and not needed doubled the amount of expense as I know need to pay to have that repaired. To clarify, your adjuster did not say $3,000.00-$4,000.00 he only claimed that my insurance would pay for everything. It was my insurance adjuster (**** Insurance) who was thinking that.  Your software square footage was erroneous as the wrong info was entered and how you could possibly call that an estimate or invoice as it details absolutely no information in any logical way. It looks like high technology but is used to mislead. This whole operation- from acting like you are a vendor for my insurance company..to a misleading, illegible ,non-sensical invoice and refusing to give estimates! smacks of unethical business practices. Drying concrete 3 days with all those blowers ( supposedly) is ridiculous. I will pay $5,000.00 and that is $1,000.00 more than it is worth and that is all I will entertain. Have a good day.
  
  Regards,
  
  **** ********

  Business Response

  Date: 10/14/2022

  Ms. ********,

   I take offense to you calling our company unethical.  We pride ourselves in doing the right thing.  The concessions that were made to our original invoice were more than fair.  The scope of work we completed is in full compliance with the IICRC industry standards. We will not make any further reductions to the balance we are owed.  I'm sorry that your insurance coverage isn't adequate, however this doesn't change the work that was required to be completed in your home to properly mitigate from a sewage back up.  I would be happy to sit down with you and review our estimate line by line.  If you would like to schedule a time to come into our office and review everything in person, please call to schedule.

  Thank you.

  Customer Answer

  Date: 10/24/2022

  The complaint number ******** ( **** ******** ...Servpro) has not been satisfactorily resolved on my part. I offered to  pay Servpro $5,000.00 for work that was excessive and performed under their assertion that my Insurance company would pay for everything. I am an 87 yr old widow and I firmly believe that they took advantage of my lack of knowledge at the time.  The main points of my complaint are as follows:

     1) When they came to my house, they immediately wanted to know what my insurance would pay and then assured me that my insurance would pay for everything. They did not mention at all that once they did drywall cuts on my basement and took out the carpet that they would bill me almost the entire amount that my insurance paid ($10,000.00). They did not provide any type of estimate at all, but only said "don't worry about it". 

     2) they came back for more:  They initially did half the amount of drywall cuts as they only cut the walls that were actually left. Four days later they came back and said they had to do more work. To my horror, they cut all the walls in my basement where water was not within 10 feet!!! 

     3) Their invoice disguised the fact that they did not have half of the amount equipment in the home as they are stating nor that they were charging 4 days of drying time for concrete!!!

      4) It was not until I complained to my Insurance company (****) that I found out that Serv-pro was not a vendor for **** and I could have gotten estimates.

      5) the work was shoddy (cuts uneven) and they provided absolutely no details.

      6) they state that they are sorry I did not have better insurance ( I let my insurance company know that too) but this is not about money. This is about

          stopping companies like this take advantage  of people that need help.