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Business Profile

Fire and Water Damage Restoration

SERVPRO Of East Nashville/Madison/Goodlettsville
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:06/20/2024

    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 damaged my ceiling and floor during remediation. Servpro has been attempting since 5/10 to have my insurance cover those damages and has been denied repeatedly. After being without a functioning kitchen for almost two months I hired a contractor to start work and will not be using Servpro recon 4/26: Servpro began mitigation for a kitchen leak. In the process of removing cabinets, they gouged my ceiling and poked holes in my drywall in 2 places They allowed the shut off valve to drip for several days resulting in damage to floor, and Servpro stated that the floor would be replaced at no cost 5/2: Servpro tech, *******, wandered through unauthorized areas of my home in my absence on camera 5/06: Remediation complete 5/10: Recon estimator **** ******** visited property to generate recon quote Since 5/10, Servpro has been attempting to have my insurance pay for its damages. My adjuster has stated repeatedly that insurance will not cover damages caused by Servpro. I was willing to use Servpro for recon, but no repairs could be completed until approval issued.6/4: after repeated requests for contact, talked w/Director of **nstruct, ******* ***, who stated they would take care of repairs and/or pay for damages 6/7: escalated to *** *****, GM of Servpro Wilson ** who clearly stated that insurance had approved funds to repair ceiling and that Servpro would send me a check to replace my floor. I declined this offer pending proof of addl insurance funds to repair ceiling. I sent an email requesting proof that insurance would issue addl funds with no response until 6/19 despite my efforts at contact including messages, emails, and phone calls.6/20: Rcvd vm and email from *** ***** stating that they would offer $2512.77 to replace my floor, stating that because I am not using Servpro for recon they are not liable for damages they caused to my ceiling. I responded via email and left a vm with no rsps 6/21: I left another vm for *** ***** with no rsps

  • Initial Complaint

    Date:10/27/2022

    Type:Billing 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.
    Company gave an estimate that did not match end result and said it was due to me being unavailable when we were in constant communication. They said they had another job of Friday and were not sure if they could come then - I mentioned that if it was going to be the weekend it would be nice to do something with my kids on Saturday as I had canceled plans on Wednesday because they couldnt finish on Tuesday or any of the earlier days. I was understanding with the delay but no where did they say they would charge me extra and claim it was due to my schedule. Cost was a lot higher due to this. They called and said it was my fault and basically that I was lying and they didnt believe me. If they had come on Friday this would have been much lower.

    Business Response

    Date: 02/06/2023

    Good Afternoon, 

    Thank you for reaching out to us. Servpro was paid for the services that were performed from the insurance company of the client. This was during a storm emergency situation and we were doing our best to help as many as we could. We were unfortunately not able to set specific appointment times and tried our best to get to all our clients in a timely manner. We did not charge the client for any services that we did not perform and supplied a detailed scope of work along with photos to the client. We did collect a deposit from the client that was refunded to her after we received the insurance check.  

SERVPRO Of East Nashville/Madison/Goodlettsville is BBB Accredited.

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