Fire and Water Damage Restoration
ServPro of Montgomery County
Complaints
This profile includes complaints for ServPro of Montgomery County's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/17/2024
Type: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: 21588762
I am rejecting this response because: The business received funds from the insurance company through mediation If they want additional funds they will need to go to the insurance company. the incident occurred on 9 December without covering the rear right corner of the bldg that was missing a wall. plastic was placed on the roof without wood slates support and hold the plastic down on the roof. Furthermore the hole in the wall was left open to the elements by 16 July the entire roof had blown off the bldg. ***** was a statement made that it was only temporary yet it did not last even two months exposing the interior to the elements.Sincerely,
ervproclarksville.com. The plastic cover did not have additional wood bracing to hold it onto the roof and blew off to my knowledge, exposing the interior to weather. I called one time to address the rear right side of the bldg that had not been covered and was asked who would pay I advised they should have repaired it correctly the first time.
*************************Customer Answer
Date: 05/06/2024
correction on the date it was blown off the roof by 16 January 2024 not 16 July
Business Response
Date: 05/07/2024
Mr, *****,
The insurance company did approve all of the work to be performed, as previously stated. Tarping a roof is temporary and should be repaired immediately. This was a topic of discussion with your insurance adjuster when final payment was not received. The funds were denied by your provider due to the lengthy timeline that it took for your contractor to repair your roof. We are striving to help you resolve this matter as quickly as possible. We appreciate your business and wish to close out this transaction with you.
Business Response
Date: 05/02/2024
**************,
At the time of the tornado damage, we did put a temporary tarp on your roof to protect your property as best as possible. You and your insurance provider approved of the temporary repair so that additional work could begin to protect the structure. We followed all of your requests as well as your insurance providers approvals to best assist in this matter. We did not engage in the reconstruction process. This was a separate conversation to be held by yourself and the insurance company,
We have attempted several times to resolve the unpaid balance that was originally approved by your insurance provider. We understand that your provider has changed the claims handler in this matter. All of the work that Serpro completed was approved by a claims specialist on site at the time of all documentation being signed and approved. We want to resolve this matter in the most timely and professional way as possible. We are committed to working with you to find a quick resolve on the unpaid balance for the mitigation work that was performed in December 2023.
Initial Complaint
Date:12/13/2022
Type: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: 18552019
I am rejecting this response because: we can't pay you until we cover what charges are for. You failed to get with me or the adjuster to go over the charges so how can we pay you for them. I did discuss missing and damaged items with your company and was told that everything was documented. No one knows who's doing what in your company.
Sincerely,
***************************Business Response
Date: 12/15/2022
******, we appreciate your feedback and acknowledge our part in the issues you experienced throughout the course of your project. We apologize for any confusion or hardship you've endured. However, we are still awaiting payment for mitigation and construction services. As far as the broken/missing contents, we would be happy to review our documentation of your items. Once we are able to connect with your insurance adjuster, we will be in touch about options for resolution. Thank you again for taking the time to share your experience with us.Business Response
Date: 02/17/2023
******************, since we last spoke, we have connected with your insurance adjuster who was able to confirm that the charges on the estimate are accurate and appropriate. He also confirmed that a two-party check was issued to you several months ago. Our teams have completed work on both the mitigation and construction portions of your project, there are no outstanding tasks, and a COS has been successfully issued for your home. Please remit payment at your earliest convenience.
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