Complaints

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• Initial Complaint

  Date:11/14/2023

  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.

   
  Complaint: 20867603
  
  I am rejecting this response because:

  I have been caring for a new child and have not had time to micromanage everyone elses work. Several phone calls and emails have been made over the last several months for damages and missing property. This can be confirmed with ******, who answered the phone. I decided to file the complaint further because no action is being taken by the company for resolution. The drywall wasnt even taken out according to industry standard, this was previously addressed. In regards to the sink, the insurance adjuster has not even come on the property. It didnt make sense to leave that debris here and will be more costly to remove it. The expenses allotted dont cover that. The insurance doesnt cover additional heating bills paid in the amount of nearly $400 one month and more other months due to the ducting not being connected. This is negligence and should have been discussed with the homeowner. The inventory conducted included blurry photos and piles of items, opposed to itemized contents. The contents were unclear. It also took months to track down items because of the language barriers.

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

  

  Business Response

  Date: 11/14/2023

  Responding to the concerns in detail.  We provided the mitigation services for the customer when they had a washing machine overflow.  We extracted the affected materials to remove water and removed non-salvageable materials including but not limited to: Drywall, Flooring, Insulation, Finish Carpentry.  In addition we removed the salvageable personal belongings from the interior of the home to a on site storage unit. All non-salvageable personal belongings (those only allowed by customer) were removed to our offsite storage facility.  We provided a detailed inventory of items removed, and customer was not satisfied with that inventory.  Customer then hired another restoration ********************** to pick up all the items from offsite storage to their location.   We provide services to the customer to the industry standard IICRC, and customer's insurance companies approval, and were paid in full for services completed. We completed the mitigation on 8/28/23. On 9/29/23 we met with customer and addressed her concerns at that time and received endorsed insurance company draft.  We issued a payment to customer for $300.00 for claimed damage to item. 

  1. Ductwork - This was disconnected in the process of the mitigation and the ductwork was removed.  We have spoken to *************************** Adjuster ************************  It was stated that this would be covered under her insurance policy, and was sent via email to the customer (*********************************). 

  2. There has been no communication prior to this about damage to sheetrock or doorframes. This accusation has no merit as we have no care, custody or control of the premises while mitigation services are provided, or after they have been completed.  

  3. All work was completed to the industry standard: IICRC S500: Standard and Reference Guide For Professional Water ************************ ********** of ********** Cleaning and Restoration -IICRC).

  4. The vanity including sink was detached and left on site for the insurance company to estimate for the replacement and/or reinstallation.  Debris removal charge is for the removal of the damaged materials (ie: carpet pad, carpet, vinyl flooring, etc),  insurance companies request that items like vanity, sink, etc be left on site for further evaluation.

  5.  "Now it will cost more to handle the remaining work" - Customer needs to work with her insurance ********************** for the damages as a result of the water damage.  We as the mitigation contractor cannot be responsible for these alleged additional costs.

  We have worked with the customer on prior issues and solved those issues. Now additional issues are brought up and the amount of time that has passed since we were on site brings speculation to the validity of these issues.  This in addition to conversations with the insurance adjuster that these items have or will be addressed with **********************

  

  Business Response

  Date: 11/27/2023

  Customer claims there are items that there is missing property.  We have explained to customer numerous times that all items were picked up by another restoration company of her choice (*************************************) on 9/12/23.

  Customer claims that drywall was not removed to industry standard.  What is the standard the customer is referring to?   We adhere to the IICRC S500: Standard and Reference Guide For Professional Water ************************ ********** of ********** Cleaning and Restoration -IICRC).

  Sink - It is the customers insurance company that she needs to work with her in regard to the sink and debris.  It is customary for us to leave these items for the insurance adjuster or contractor to evaluate for replacement.

  Ducting - we mitigated the damages, and the customer has an insurance policy that covers the damages. She needs to have the conversation with her insurance company adjuster about the heating bills. 

  Customer claims language barriers, however, we always have an English speaking employee on site to be able to communicate with customer. 

  Please see attached detailed inventory that has been provided to the customer. 

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20867603
  
  I am rejecting this response because:

  Concerns have not been addressed regarding additional billing caused by negligence of ducting work and additional billing from mitigation equipment used during flood. ****** Cleaning accounted for inventory on a listing. There are still discrepancies with items that ServiceMaster took and either disposed of, did not return or did not inventory when they were supposed to. Servicemaster charged for debris removal but did not take everything after the demo, costing more than the allotted amount from insurance. This all can just be addressed through the *** complaint with the mediator and proof of issues if Servicemaster doesn't want to cooperate with fixing the problems they created. The blurry pictures and lack of details on the inventory list is insufficient and does not even list items that were boxed up. There were also items boxed up that should have been cleaned. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/11/2023

  We have addressed these issues multiple time and have tried to explain to the customer that she needs to work with her insurance company on all items relating to additional cost.  As previously stated all the items we removed from her home were picked up by ****** Cleaning, the company she hired.