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Business Profile

Fire and Water Damage Restoration

Servpro of Germantown/Collierville
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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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  • Initial Complaint

    Date:06/13/2023

    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.
    State Farm recommended Serve pro of ******** to make repairs after a flood I had in December of 2022. Servepro immediately damaged a **** dollar refrigerator with there jackhammer removing the hardwood floors. It could have all been avoided if they just took proper care and moved the refrigerator out of the demolition area. Instead they tried to remove the floor around it. I sent them photos, they admitted to damaging the refrigerator. *****, the local manager told me they would replace it ****. I have this in writing. It has not been replaced. That was back in February. I could go to Best Buy today and buy that exact fridge today and bring it home tonight. They are blaming it on shipping taking to long. Never have they provided me with an eta of when it will be replaced even after asking several times. *******, the head of their accounting department is now also refusing to pay me a reimbursement for 450 dollars in damaged furniture. I was told by their local manager that I was going to be taken care of and I could expect the see the refrigerator replaced and the reimbursement sent directly to my address back in February. It is mid June now. they have not withheld that promise. The work was completed in February. They owe me a new refrigerator and 450 dollars in furniture they damaged.

    Customer Answer

    Date: 06/13/2023

    The serve pro franchise is ServePro - ********.  ***************************************************************  The specific individuals name that is causing the issue is an accountant named ***************

    Thanks,

    Business Response

    Date: 06/28/2023

    *******, we are sorry for the negative experience you had during and after your water damage mitigation. We completely understand the frustration of having items damaged during the demolition process and we offer our sincere apology for the mistake.

    Although we did order a replacement refrigerator, shipping was significantly delayed due to issues with the manufacturer. We're glad that we were able to resolve this matter via direct payment to you.

    Our records indicate that a reimbursement check in the amount of $3,000 was issued directly to your mailing address early this month. If you did not receive the check, or would like to discuss other details of the project, please reach out to us at **************. 

Servpro of Germantown/Collierville is BBB Accredited.

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