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:12/31/2022

  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.

  Hello, I am writing to disclose poor professionalism and possible fraudulant behavior from Servpro Sioux Falls. They were hired for a fire damage claim due to a garage fire that happened on July 3rd, 2022. They had us sign many documents, told us they would work with insurance and complete the work as soon as possible. *** ******** ********** They claimed they would like to be paid directly by our insurance company and they would only contact us if additional charges were to be completed or if we wanted 'up-grades' not covered by our replacement insurance plan. We contacted them multiple times, tried to get updates on progress and get an accurate work schedule. We were paid out by check for garage repairs. The cleaning services were to be managed and paid outside of the estimate and to be handled separately. I believe due to Servpro and my insurance company not negotiating on work/estimates, withholding our personal property from view or access, not pulling permits to work, not communicating with us or the insurance company, and refusing to change items we did not want on the estimate and refusing to bill us correctly. It took over 4x of them revising the bills for them to be true and correct, and they claimed to send us to collections even though they had not provided invoice or proof of bill of services, as well as Back dating invoices, changing estimate amounts, saying the estimate was an invoice, not sending itemized bills, not providing info like a business/contractor licensure numbers or permits, and not allowing us to speak or control work being completed on the property. They demanded over **% deposit for work to be completed, yet they refused to send us a bill for the work already done, refused to send itemization, refusal to contact our insurance company or to pay their sub-contractors. In total we paid them ********* and have still less then 1/2 of the work completed to restore our dwelling back to normal, It has taken 6+ months.

  Business Response

  Date: 01/31/2023

  We have communicated extensively with the customer regarding this project. We also have met with the homeowner and their insurance adjuster all together to give them an opportunity to ask questions regarding the itemized scope of work we billed for and ensure accuracy of payment prior to collecting a final payment for the work we performed. The insurance company chose to pay the insurance funds to the homeowner directly for them to be able to disburse payments to the contractor throughout the project.
  
  At this point it appears that all questions were answered regarding our billing, and the work we performed has been paid for in full. We are no longer contracted by this homeowner to complete any additional work on their home.
  

  Customer Answer

  Date: 02/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  They have not paid the subcontractors of the funds provided. Lack of permits, communication, and contact information are the issues with this company. They have refused contact with us, and are still holding personal belongings from us even though we paid in full.

  Business Response

  Date: 02/11/2023

  Nikki has continued to reach out to the customer regarding the return of their contents. All work requiring permitting had a permit pulled. All subcontractor invoices have been paid.
  
  We ask that this party return communication with Nikki regarding the return of their contents.