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Business Profile

Fire and Water Damage Restoration

SERVPRO of Western Lancaster County

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fire and Water Damage Restoration.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/27/2024

    Type:Product Issues
    Status:
    Unanswered
    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 submitted charges to my homeowners insurance for $2800 and change. A third party review found a discrepancy of around $700 for which there was zero documentation given for. Peer review came to around $2000 and change. **** for services received today as insurance sent money to me. For $2800 and then $2600. Horrible communication, it took weeks to figure out what was going on. Still trying to figure out if/when reconstruction will occur.

  • Initial Complaint

    Date:07/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 June 4 I called Servpro due to kids leaving shower curtain outside *********** leaking outside onto upstairs bathroom floor. $2,000 was given as deposit for service. Servpro came that night & inspected the floor & stated there was no wet area on floor, but moisture was detected on the small corner where the ************** meet at the baseboard. Servpro stated that a ********************* should dry up the moisture & set up the equipment & left for the night. Around 5am the next morning my father woke up to the bathroom floor full of water which we determined was coming from the dehumidifier machine. Water was also pouring down through a light fixture which is located on the main level underneath the upstairs bathroom. The machine was turned off & I immediately contacted Servpro & explained the situation. On June 5, Servpro came & determined the machine was not properly installed which caused water to leak for hours overnight. Workers removed baseboards from bathroom, drilled holes in ceiling, & placed more equipment for days to dry up water damage. On June 14 the toilet & flooring was ripped up due to water still showing underneath. I called multiple times and received no response to the next step. On June 25 ****** (manager) contacted me & stated my case was forgotten about & that he would have an answer by the end of the week but I never heard from him again. On July 3 I called & asked if I could speak to the owner (*******************) due to lack of assistance but was told that permission was needed & that the request would be given to the proper person & that I would be contacted but I never heard back from anyone. On July 8, Servpro reconstruction was finally given my case but has yet to give me any information on the next steps to resolve the damage caused by Servpro. On July 17 I called and spoke to *** who stated I would be getting the mitigation charges on July 19 but again I received nothing. Dozens of calls with no resolution. Bathroom is unusable for weeks.

  • Initial Complaint

    Date:07/18/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 came out to assess possible mold and water damage. I paid them $150.00 to do this. The employee told me he would have a quote to me by the end of the day. It has now been over three weeks, and I have no quote but they have my $150.00. I called to ask if there was a time frame for my quote and was simply told no. I want my money back so I can pay a company that will actually do the work I need done.

    Customer Answer

    Date: 07/25/2024

    You have sent this to the incorrect Servpro location. Mine is on **********, but it is not the ******* location. 

    Customer Answer

    Date: 07/30/2024

    I was contacted by a member of the ServPro team on Hershey Rd. I could not understand the name. I called the number that was left, ************. The man who answered put me on hold and transferred me to a woman. She was "confused" about what I wanted even though I told her multiple times I need my quote. She acknowledged I paid my invoice for $150.00, but kept acting like she didn't know why I wanted my quote. Then she asked me who came out. I have NO idea. This should be in their records.They are keeping my money and playing games. 

    Business Response

    Date: 07/30/2024

    This customer has been sent a full refund via check by mail.

    Customer Answer

    Date: 08/01/2024

    They have refunded me. I consider this resolved. Thank you for your assistance.

  • Initial Complaint

    Date:10/02/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 was contracted to do the rebuild on water damage in my home. This process started in August of 2022. A year plus later, Servpro has sent out 4 separate teams and 2 project managers to oversee that this job get done correctly and each time there has been more damage, impromper floating of drywall etc and literal waves in my ceiling. I have cintracted them multiple times but at this point I am seeking simply that my funds be restored back to me so I can take the funds and hire someone of my own choosing. I’m not willing to take the risk on ServePro for a 5th time. Additionally, one of their contractors appears to have cut one of the Daisy chaines to my recess lights and has never been fixed. My ceiling fan in this area was damaged and, despite being told by *** at ServPro and that Servpro would reemplace it - it has yet to be done. Their quality of work seemed to decline with each new promising contractor they sent out to me. I still have a feline that needs fixed, I still am waiting to have furniture deceivered To that room that I’ve had to have on hold all this time due the repeated dry wall dust they would leave scattered across my home. I want this fixed and my money back.

    Business Response

    Date: 10/19/2023

    In recent months, we have increased staffing and obtained superior and more qualified sub-contractors. Our Reconstruction Manager spoke to the customer on October 3, 2023 and customer has agreed to allow us a final opportunity to correct the issue. We are scheduled to visit the property and assess the issues on October 19, 2023. We are confident that we will be able to rectify the situation and allow the customer to walk away happy from this project at final completion. 

SERVPRO of Western Lancaster County is NOT a BBB Accredited Business.

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