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:11/17/2023

  Type:Billing 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 were trying to get estimate before any work was done. We were adamant about this! *** had told us these papers need to be signed, which we did because based on what *** told us, it requirement before they can provide estimate and to do any work. Later we find out, that *** was told by assuming her boss to NOT provide any pricing to us and to have work started immediately on one of our properties for our tenant. Work was done and now we are billed for $4,091.79! *** decided to now just provide an estimate along with the bill at same time after work was done. So, we got this surprised email of estimate/bill and immediately our anxiety/stress levels went through the roof! They should have provided pricing as requested by us, if we were given pricing we would have declined the services immediately! We cannot afford this bill at all, we never expected to be charged this insane pricing for just 1-2 days, not even, worth of work. Over $4K is just not justifiable for this sort of amount of work for unfinished basement and there wasn't a lot to clean up. We were called before any work was done on what they will be doing at the job site, but we were billed for way more than what they told us they would be doing/using. We spoke to *****************, he admitted well this is pricing we give for insurance, however, this is Self Pay! We cannot go through insurance. This is definitely price gauging! So not only we were price gauged, they charged us way more than they told us they would be doing; literally charged us for every little thing they think they could. We feel totally scammed! **** told us he will speak to *** to find out the situation and told he would give us a call back. We waited and no call back.There is no resolution to this issue/feel **** doesn't care or is willing to help/work with us.He is difficult to talk to.We are not at fault for this. We were not given good service. We are stressed/losing sleep over this. We are extremely emotionally distressed by your company.

  Business Response

  Date: 12/05/2023

  The customer was not trying to get an estimate.  The attached documentation from *** clearly states the customer wants to the work done and not an estimate.  The technician's documentation is also provided showing he advised customer payment is due in 30 days.  The customer is incorrect in stating they asked for an estimate.  When a customer asks for an estimate we notify our production manager to schedule that with the customer.  Documentation shows customer wanted work done.  We have never not provided an estimate when the customer requests one and we ask if they are looking for an estimate first on every call that is a direct bill and not going through insurance.  We don't provide a legal contract for a customer to sign unless they are ready for the work to be done.  I tried to have a conversation with ****** ****** and she would not let me speak and over-speaking me during the entire conversation.  I asked her to let me speak but she did not allow me to and just said the bill was outrageous.   Everything the customer states in her statement is incorrect and I personally  take it as an attack on our business.  I will be reviewing this statement with my attorney for slander.  We do not take these type of statements lightly.  This was sewage in the customer's basement and to say this is not justified is humiliating to myself and my staff that does this type of work every day.  If the customer would have asked for an estimate they would have an estimate prior to any paperwork being signed.  It's not our fault they signed the contract for work to start and then received an invoice that they feel is high.  We did everything that we do for every customer and have never had a problem in the past.

  Customer Answer

  Date: 12/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  We don't know how more clear we can be, but again we feel we were price gauged, scammed, and charged far more by this company and we greatly appreciate if company can work with us to a resolution. Please don't tell us it is our fault we signed the paperwork - we HAD to in order to get estimate and for work to start, that is what ***** ********* conveyed to us. This company admitted to us that *** was told to NOT provide us pricing, this is a clear red flag here and sign of scam. Company admitted to us well this is pricing we give to insurance, this is sign of price gauging / abusing insurances, but we are self pay and as someone, my boyfriend, that works for maintenance and deals with sewage at a college, he finds the scope of work was drastically over estimated. It was a small cleanup for unfinished basement. It seems this company is seeking for huge payout.  And yes, I spoke to **** ****** myself and conversation did not go well, but in the end he had separate conversation with my boyfriend and was told that **** will give him a call back after **** speaks with *** to find out about the situation after my boyfriend told **** that *** was told to not provide us any pricing, etc, but we never received a call back, which is a clear sign they are not willing to come to a resolution.  

  Upon researching online, it seems we are not the only ones being robbed and manipulated and them trying to price gauge, see attached screenshots of reviews from others and below:

  From *********************** review:

  "The older guy, ******** had told me he was going to have his team restore my entire basement for about $2k. I agreed and then he had his team only go HALF. when I questioned it, the kid who came was nice about it but said that he was only told to do half and that **** will call me. That was over a month ago. I gave them a good review on their own surveys before I looked at my basement because they seemed nice and thorough but they completely took advantage of me. Don't use them. There are other companies in the area that won't rob you and manipulate you."

  From **************** ******** review:

  "As a long-time believer in Servpro, I was recently displeased dealing with the local franchise representative, *********************. Poor *** ****** cannot understand the concept of customer service and is primarily interested in abusing insurance companies for the largest payout possible. When I suggested that I pay for services instead of turning a claim into my insurer, **************** demanded that I pay $150 in advance for an estimate and $500 deposit for work, although he was clueless to scope of work needed. **************** was comfortable leaving standing water in a basement for nearly a week. Suddenly, **************** and Servpro of Kingston, Pittston City, Wyoming County, Hazleton, Dallas & Harveys Lake are not interested in my business. He realized that I prefer not to be violated by his organization." 

  We feel it is very clear company does not care nor is willing to come to a resolution. We feel they rather go straight to threatening us instead of working with us to resolve this issue. We feel we are receiving extremely poor customer service and it is extremely disappointing. Communication is not good here. We are not trying to put personal attack on this company, but just seeking a resolution here, that is all. We don't know what else to do. We feel we had to go through a 3rd part (BBB) due to communication not being great. Sometimes having a 3rd party involved can help when both sides are not in an agreement/can't come to a resolution. My boyfriend and I are at the point where we can't handle this stress/anxiety anymore from this company, we are losing sleep over this and to the point, I will be seeking medical attention. We appreciate if there can be a resolution to this and in the end, all we want is a positive outcome. As of right now there is no resolution. 
  
  Regards,
  
  ***** ***** ************************* ***** ********

  Customer Answer

  Date: 12/12/2023

  We would also like to add that *********************** gave incorrect text message to this company. She is false when she told her co-workers to start work, and not provide estimate. We need the work done yes, but we needed pricing first. She is helping this company commit a scam. 

  Business Response

  Date: 01/05/2024

  The customer is making very harmful comments.  This is slander and I will forward these comments to my attorney if the customer does not recall these comments.  The customer statements are false and damaging to our reputation.  I will wait for a response from the customer by 1/8/2024.

  Customer Answer

  Date: 01/08/2024

  ***************** spoke to us last Friday and he gave us more threats and is blackmailing us by saying if we don't remove our comments on BBB he will get a lawyer. 

  Eventually on the phone call there were some negotiating, but we still do not agree with it, so I sent ***************** an email with what we can do,  but so far he hasn't responded. Instead responded on BBB today with threats again about getting a lawyer for slander and did not mention anything that was said on Friday, which is not right. 

  So, sent another email to ***************** today, and we are hoping ***************** reads our email and responds in hopes we can finally come to an agreement so we can all put this to end. 

  Customer Answer

  Date: 01/10/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************