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:11/16/2024

  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.

  ServPro of East Dallas helped us with water damage from the May 2024 storms. They were great & came to our house quickly to remediate the water damage. They accommodated our schedules & made sure they were cautious of our newborn (<1 week) as well.Sadly, when we got the bill there were problems. They billed us for content manipulation (moving our furniture/property) even though we did that work ourselves. They also billed us for removing damaged insulation in the garage; however, there was not any insulation in the garage to begin with - they just removed sheetrock. One of the dehumidifiers was also not working for 3 days - even though their team member attempted to fix it each day. It would run for a short period of time and then shut off for the rest of the day because it had a "reservoir full" error that they could not fix. But we were billed for it anyway. After discussing with our contractor and insurance - they shared that ServPro should never have attempted to dry out the walls with fans and dehumidifiers for more than 3 days (they spent 10 days). 3 days is apparently the industry standard & after that, if moisture readings are still high, the sheetrock should be removed because mold will have begun growing - which was later discovered on the sheetrock ServPro dried & deemed fixed.After discussing this with ServPro's office manager, ******, I eventually was connected with the Production Manager, ******. I shared my concerns & after numerous back and forth emails where he refused to make changes to the bill - he eventually agreed to remove the content manipulation charges and the insulation removal charges. He still refused to remove the dehumidifier charges for the days it was not functional and didnt acknowledge the concerns about continuing to dry after 3 days.I paid the revised invoice in good faith after they threatened a lien, but they have not replied since. I sadly believe this was a way to bill us more on an insurance claim.

  

  Business Response

  Date: 11/18/2024

  Mr. **************** am pleased to learn we responded quickly to remediate the water damage. I appreciate you bringing your concerns to our attention. I have visited with ******, ****** and the technicians that provided service. Additionally, we have spoken to the professional claims adjuster that inspected your home.  Prior to issuing payment, your insurance carriers professional claims adjuster reviewed our job file documentation.  We have confirmed payment in full for our remediation services was issued to you in the original invoice amount. This included extended equipment dry time because the area was re-affected by the roof leak during our time of service. Our technician confirmed, the dehumidifier was in working order when he departed the house after monitoring daily. I also have documentation showing the dehumidifier in question was replaced per your request.  The invoice did not charge for 10 days of equipment runtime as you are indicating. A dehumidifier was placed in your Entertainment Room on 6/5/24 at 4:01PM, removed on 6/9/24 at 11:29AM, replaced on 6/10/24 at 4:04PM and removed on 6/12/24 at 2:01PM for a total equipment runtime of 5.72 days. The second drying zone (entry) had a dehumidifier installed on 6/5/24 at 4:01PM and removed on 6/12/24 at 2:01PM for a total equipment runtime of 6.92 days. 
  Given these facts and knowing your insurance carriers professional claims representative reviewed and approved the documentation provided by our ***** certified technicians, a refund is not warranted. Additionally, it would be unlawful, immoral and unethical to issue a refund to a homeowner knowing they are in receipt of full payment from an insurance carrier for services we provided.  
  
  

• Initial Complaint

  Date:08/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  I paid Servpro of East Dallas $731.06 on invoice ***** for services rendered at my home 7/24/23. They agreed to clean and deodorize my condominium prior to the closing of my condo, a requirement of the buyer in our sales contract. When my realtor went by on 7/24/23 to inspect their work, he found it unsatisfactory, saying it looked as though it had not been cleaned at all. I immediately called Servpro of East Dallas, who agreed to send their team back to re-do the work. After Servpro of East Dallas said they completed the work a 2nd time, the buyer's realtor went by my condo to inspect their work, and found it unsatisfactory a second time. There were bugs on window *****, debris on the floor, grime on the microwave, debris on the countertops, and when a rag was run along the floor, it came up dirty indicating the floor was not cleaned. The buyer's realtor said it needed to be cleaned a 3rd time, and my realtor agreed. I called Servpro of East Dallas immediately to inform them that we were hiring a different company to clean, as Servpro had proven twice that they could not complete the job. I paid another company to clean my condo. I spoke to ***** from Servpro at the time, who asked me to email photos to ********************************************************** and ***** agreed to process a refund. The photos were emailed that day (7/26/23), however the refund still has not been processed. I have reached out to the company by phone and by email multiple times, and am not hearing back from *****, ******, the receptionist, or anyone else on the team. I have emailed 7/26, 8/17, 8/19, and 8/28. I have called and either left a voicemail or been told ***** will call me back on 7/28, 7/31, 8/10, 8/15, 8/17, 8/18, 8/19, and 8/28. Over a month has passed since the promised refund, and no refund has been processed. I find this unacceptable and need help.

  

  Business Response

  Date: 08/29/2023

  Please see the attached file regarding communication and services performed. We receive very few "call backs" but when secondary efforts are requested, we take them very serious. The attached photos are time stamped and document how our team worked over-and-above to accommodate the customer.  

  Customer Answer

  Date: 08/29/2023

  The company contacted me this morning and offered a partial refund to "get me out of their hair". While it was not the amount I was hoping for, I accepted their offer for a refund of $275 (the amount that I paid another company to come and do the cleaning portion of what I hired Servpro for) in order to close out the case. You may **** this as closed/resolved.

  Customer Answer

  Date: 09/06/2023

  I have reviewed the business response and accept this resolution. 

  The company contacted me this morning and offered a partial refund to "get me out of their hair". While it was not the amount I was hoping for, I accepted their offer for a refund of $275 (the amount that I paid another company to come and do the cleaning portion of what I hired Servpro for) in order to close out the case. You may **** this as closed/resolved.