Complaints

This profile includes complaints for Servpro of Lake Arlington & SW Fort Worth's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Servpro of Lake Arlington & SW Fort Worth

  3101 Pleasant Valley Ln Ste D Arlington, TX 76015-2916

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  Servpro of Lake Arlington & SW Fort Worth

  2517 Gravel Drive Fort Worth, TX 76118

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  Servpro of Lake Arlington & SW Fort Worth

  PO Box 180246 Arlington, TX 76096-0246

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:12/11/2024

  Type:Order 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.

  In June 2024 we had water damage in our house. We called ServPro and initially everything went well. By July 14, they had completed the demo and moved out items so that we could start with the reconstruction process. At this time we moved into a hotel. Today is 12/11/24 and we are still living in the hotel. We received the check from our insurance company at the end of September and wrote the check the next day for almost ****** to start the work. We were lied to and misled several times by the head contractor and his manager. Due to the "misinformation" they required us to write up an entirely new contract that then put us over budget. After reviewing the second contract we ended up needing to amend the document. The third contract was sent and I noticed that they had increased the square footage of out home, as well as a couple other items that hadn't been in the contract previously. I assume this was to make up for the profit loss since their second contract came in over our budget. We signed the third contract at the end of October. They hired sub contractors who left our front door unlocked AT LEAST 3 times that we know of. They installed the cabinets incorrectly, then tried to charge us more for what we had already agreed to. We were promised marble/granite counters, Corporate came in and told my husband to order them from a big box store because it would be faster and cheaper. Due to this we will be getting laminate and won't have counters until after the new year as of right now. We have NEVER been given a completion date. They will not commit to a date to have the job done. We have been living in a hotel for about 5 months. I have two special needs children who are suffering. I had to go back on blood pressure medication in October. Christmas is 2 weeks away my house is a disaster and no one will let me know if we will have Christmas at home.

  Business Response

  Date: 01/07/2025

  Servpro of Lake Arlington Response to ******** ******* Complaint:
  Complaint: We started having trouble during the reconstruction process. I will attempt to bullpoint the problems:
  
  - Never received a date of completion (the project is still not complete)
  With reconstruction projects (especially ones that deal with cabinet replacement) it is almost impossible to have an exact date of completion.  **** ********, the construction manager that started the project did give an 8 week time frame.
  

  - We were lied to several times and had accusations thrown at us that we were the ones trying to be deceitful. We have emails, texts that show that we were lied to and that we have done nothing inappropriate. A manager was let go after a higher up came and saw how botched this project is/was.
  Servpro of Lake Arlington never lied to the customer.  The only accusations that were brought up was the fact that Mrs. ******* had built a spreadsheet  where every ***** was going to be allocated.  Her allocation brought us with a change order of $9120.46.  Her direct quote was that she had allocated the funds they way she wanted to pay out and that would leave her with $5000 left over and also that reallocation would cover her $4010 deductible.  **** ********* told her we would notify Mercury of the change order and that we were not doing that part of the job.  He also alluded to her that this would be considered insurance fraud and the Servpro could not be a part of it.  Well Mrs. ******* did not take this note well and reached out to Senior Managers at Servpro of Lake Arlington.  

  
  - The sub contractors that were hired left our house unlocked at least 3 times, that we know of. Who knows if it was more. They trashed out house, leaving mud and debris throughout. They left a window open in the room we had water damage in, during a rainy week. They disconnected our sprinkler system which led to our plants dying.
  I do not know if Mrs. ******* reached out to **** ******** but these issues were made aware to me only yesterday 1/2/2025.  I will have our team check out the issue with the sprinkler system.

  
  - New sub contractors were hired and we were told our house would be completed by Christmas. We were able to to move in 12/23 but the house is NOT complete. The cabinets were stained the wrong color and need to be re-done. The bathroom upstairs still needs the tiling re done as the first team did a terrible job. My husband was convinced to buy counter tops elsewhere as it would be cheaper and faster. The counters will not be ready for at least 6-8 weeks. Why is your company pushing off your responsibility? We were told our household items would be delivered back to the house on 12/23, we didn't get anything until 12/26. Our house was supposedly professionally cleaned, there are actual paint sports still on our floor from our ceiling being painted.
  On December 3 2024 Servpro terminated the employment of **** *********.  I want to make it known that he was not let go for only the job performance of ******** *******.  There were some issues as of late that led to our decision.  With that ****** Wine our Director of Reconstruction and ***** ******** our Ft Worth construction manager took over the project.  They determined that the sub-contractors hired by **** ********* were not doing adequate work; so we replaced that company.  Mrs. ******* was told they could be back in their home by Christmas but that it would not be complete.  Part of Mrs ******** allocation of money was that she wanted a new layout of kitchen cabinets and an upgrade from laminate countertops to granite.  The first countertop box was not made to spec so a 2nd box was ordered. The 2nd box was extended to cover the dead area of the layout.  This was added with no charge.  But as we all know we can not measure for countertops until the cabinets are installed.  And the only reason we told the homeowner to go find granite countertops on their own was that we do not have the samples to show them so the logical choice would be to tell them to go to a big box store on their own. Next the homeowners signed off on the stain color.  It was applied correctly but the Sandlers did not like the outcome.  That is why we are now going to repaint the cabinets.  But as of Friday 1/3/2025 we have decided to take the Sandlers to cabinets to go; let them pick out whatever they want as long as it fits within the original budget.   We will then take care of the cabinet company but let them deal with the cabinets.  We as a company decided it would be a better product to have it pre-finished instead of painting over the stained cabinets.  But again the granite can not be measured or purchased until the cabinets are installed.  And then there will be a 6-8 week time frame for the cabinet coming in.  The Sandlers were never told their personal items would be there on 12/23.  We told Mrs ******* that we would have the items to them as soon as the construction was done.  The crews finished about 3pm on 12/23.  We were closed on Christmas Eve and Christmas Day and got her contents delivered on 12/26/24.  The house was professionally cleaned as we have the photos.  If there are paint spots on the flooring we will take care of it during the punch list.

   

  
  - We lived in a hotel for almost 6 months. We have documentation from doctors stating the negative affects this had on our mental and physical health. My children both have special needs and the negative impact is documented by pyschologists and therapist and school. I had to re-start a blood pressure medication due to the stress of this situation.
  We do apologize for the length of time it took to complete this project and the effects it has taken on your family.  

  
  We paid nearly ****** in Sept to start this work. 3 months later and the project is no where near complete and they are still telling us about additional costs? I submitted a complaint to the BBB, the business never responded and my complaint will be posted. Contacting you is my next step before I file a complaint with the BBB for your corporate office. I am seeking legal counsel to learn more about our rights, I want our money back and our house completed. I do not want to give this company and single cent more of our money. This has truly been a nightmare.
  Mrs ******* paid a 50% deposit of $19,461.49 based on the original estimate.  We then had a change order to reduce the amount of the bill by $9,102.46.   The balance due upon completion of the job is $10,359.04.  That will be the amount Servpro will look to receive.  That initial deposit was taken on 9/17/2024 and 3 months later put the date at 12/17/2024 and the Sandlers were in their home on 12/23/24.  Now we all know that a punch list needs to be completed and that will be completed and signed off on by the Sandlers.  The complaint on the BBB was only received to Servpro on 1/2/2025 and we will be responding to the complaint.