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:12/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Sunday Oct 6th, 2024, we had a small fire which caused water damage at our home. My insurance contacted service masters and they came over to start the drying/mitigation process. At the first meeting with their technician, I signed 2 paperwork to initiate the work. The had blowers, and humidifiers set up in the home to start the drying process. This was Sunday night around 9pm. Technician was there for about an hour. 

  
  On Monday, another technician called **** showed up, no call nothing, came in to take pictures, removed a rug in the kitchen to go clean it since is was wet, and checked on the humidifiers and blowers, was measuring the degree of dryness (thats what he said) of the lower kitchen cabinets since the bulk of the water was there. He was there for about an hour. 

  
  On Tuesday, *****, another technician showed up, no call, no  appointment to come and clean, I asked her why nobody was giving us any information, they just show up. Theres no water in the house to even clean so how will she be cleaning. she proceeded to take the carpet padding, cutting a part of the ceiling and removed baseboards to allow that area to dry quicker. It all felt like they were creating more damage to the house. 

  
  On Wednesday, the First guy who came on Sunday 10/6 ( I didnt get his name) came to remove carpet and the ceiling of the kitchen area, etc, I told him No, their company doesnt do restoration and I dont have any contracted secured yet so no, they will not be the company to remove anything else.  I called their office and finally spoke to ****, who proceeded to tell me that they are contracted with the insurance, and I cannot speak to them, which I know for a fact is illegal. 

  
  They photocopied my signature to other documents, and I told them to never do that again. Am still waiting on them to send the paperwork to be signed. 
  Finally, the itemized bill came from the adjuster. Half of the items they claim they fixed or worked on was a complete lie. Attached is the itemized list.
  
  The following are the fraudulent chargers 
  Line 15 Dishwasher detach
  Line 16 Cleaning wall/Ceiling another service masters came and gave estimates for this after they left. The ceilings is being removed, so why will it be cleaned.
  Line 23-41  - none of this was done line 29, 30 , 31 is exactly 41    $2981 dollars of work not done but charged. They were not authorized to do any of this because the ceiling drywall was going to be replaced and the walls are to be re-painted, which another company already given us a quote on after they were done. This is purely insurance fraud. The only cleaning done was the Range/stove. 
  Line 45. Cleaning rug full service I have called numerous times to get my rug back to no avail. 
  
  Phone Calls
  I have called several times, spoken to numerous people on getting my rug and baseboards that they took. I spoke to ***, who was supposedly the manager about these fraudulent charges and getting back 
  my rug and baseboards. He assured me he will have the accounts office check with the notes from their technicians and the rug and baseboards were in their factory/warehouse, and he will have it retrieved and returned. I waited a week, no response from him, I sent him an email, again no response. 
  After several calls and runarounds from the office with excuses such as hes  at lunch, meetings, on another call etc. ****, picked up the phone and told me she is in charge of the case now, she proceeded to bullying and yelling, and I told her I will match her exact energy, if she thinks shes the bulldog of the office, I will not  be  intimidated by her. 
  
  She proceeded to tell me that the rug was on the non-salvageable list, I requested for the list, she declined to send it. Also the baseboards were also non-salvageable. I asked how many baseboard they had, she didnt know. 
  I know they cannot find the items so their go to is to place it on a non-salvageable list after 8 weeks of phone calls to claim these items.
  
  This is a fraudulent company. 
  I have attached their bill to this compliant. 
  I also have an estimate from another company that came after them to paint, clean and replace the drywall.