Complaints

This profile includes complaints for Servpro of Mesquite's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Servpro of Mesquite has 4 locations, listed below.

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  Servpro of Mesquite

  11374 Industrial Way STE A Forney, TX 75126-6436

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  Servpro of Mesquite

  PO Box 851717 Mesquite, TX 75185-1717

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  Servpro of Mesquite

  11830 Fm 2932 Forney, TX 75126-8314

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  Servpro of Mesquite

  PO Box 1774 Forney, TX 75126-1774

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:07/15/2022

  Type:Customer Service 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.

  We began a water damage restoration project with SERVPRO on May 29, 2022, and to this date - July 15, 2022 - they have only done a fraction of the job despite having taken money for supplies. It has been fifty days since the project commenced. They have done the demolition work, complete with ripping out drywall and insulation and subflooring, and - only after 20 days of ignoring us - have put up drywall. They are unresponsive to requests for updates, they won't schedule more work, and the office directors are consistently "unavailable." With temperatures above 100 degrees it is unfathomable that we continue to wait for this construction endeavor to be completed.
  We understand that COVID can throw off even the best plans, but find it astonishing that after two years of living with the realities of COVID, the offices at SERVPRO Mesquite, do not have a system in place to ensure that communication does not break down entirely. It is not appropriate for an entire office to collectively ignore a customer from whom they have already collected payment for 50 days and counting and use COVID as the excuse. We also understand the very real supply chain issues; but the carpet delays would not currently be an issue if they had not deliberately ignored our calls several weeks.
  The failure of SERVPRO to uphold their end of a contracted project has cost us a significant amount of money in utility costs. It is above 110 degrees most days and we are leaking cooled air every day. We estimate that our cooling expenses have been at least $150 more than they should be for 2 consecutive months; SERVPRO owes us approximately $300 to recoup the cooling costs we, the homeowners, have incurred while waiting for them to finish rebuilding the space they gutted to the studs during the summer heat.

  Business Response

  Date: 10/11/2022

  Business Response /* (1000, 7, 2022/08/11) */
  We understand that reconstruction can be difficult and we apologize for any miscommunication or problems Mr & Mrs ***** experienced while in our care. The project has been completed and the customer's account is a zero balance. We believe this issue has been resolved and once again apologize for any miscommunication that may have occurred.
  
  
  Consumer Response /* (3000, 9, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is a sloppy attempt on the part of ServPro to circumvent the issue without acknowledging their mistakes. While we are glad the very small reconstruction project was finally completed right at the 60 day mark, ServPro has yet to actually acknowledge any of the unprofessional conduct their office perpetuated. Of course the account balance is at zero; We were told that, although there is precedent for this type of request to be fulfilled, the request of $300 for utility expenses above and beyond average could only be entertained after the balance was paid. And, as per their standard of communication, we have not heard a single thing since. Again, ServPro as a GC has failed in every professional aspect of this project.