Complaints

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

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  SERVPRO of Pflugerville

  2420 Patterson Industrial Drive Pflugerville, TX 78660

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  SERVPRO of Pflugerville

  2215 Investment Dr Pflugerville, TX 78660-8309

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:10/07/2024

  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 has been working on our house since early 2023 due water damage and still has not finished the work. The contractor ***** has delayed the completion of the job on several occasions and has a terrible attitude. This has affected our health as my wife and are elderly and have multiple health conditions. This has caused a great deal of stress. I have attached a more detailed statement of all that has went on.

  Business Response

  Date: 10/31/2024

  **Servpros Commitment to the **** Family: A Comprehensive Overview**
  
  Servpro has been fully dedicated to serving the **** family and restoring their home efficiently. We have gone above and beyond to enhance their home with great care, using superior materials than what was present before the water loss. The attached documentation will clarify that the complaints made by the Winns are unfounded.
  
  Our project began in late September 2023, as documented in the attached job file and insurance estimate. We initiated communication with both the Winns and their insurance company in early April 2023. The months-long delay was primarily due to the insurance companys unreliable communication, which hindered the approval of the initial repair estimate. Upon receiving the estimate, we identified necessary repairs that were missing and promptly sought approval from the insurance company, which took additional months due to five changes in the assigned adjuster.
  
  After considerable back and forth, we received the final approved estimate for repairs on December 14, 2023, which Mrs. **** signed on January 31, 2024over six weeks later. In an effort to expedite the process, we commenced initial approved work (primarily demolition and some drywall) on September 27, 2023, as detailed in the attachments. However, delays began when the ***** declined to communicate through our standard email and Docusign system. This required us to hand-deliver documents to their temporary home multiple times.
  
  One significant delay stemmed from Mrs. ****** indecision regarding the style and color of the kitchen cabinets, taking four months to finalize her choice. Even after selecting a color, further delays occurred due to multiple redesigns of the layout, ultimately extending the timeline to finalize the cabinet plans. The Winns were aware that their requested changes, which included a kitchen expansion and a larger sink, altered the original layout significantly.
  
  Regarding the cabinet installation, Mrs. ***** request to move the cabinet after countertop installation led to further delay. We accommodated by adjusting the installation to create clearance for the new farm sink.
  
  The countertop selection process also became contentious. I assisted the Winns in choosing two book-matched Bluzonite slabs. Despite confirming their selection with serial numbers, Mrs. **** insisted they were not the slabs she chose, leading to a canceled installation. After much discussion and despite this being no fault of our own, Servpro ultimately covered the cost of new slabs in a goodwill effort to maintain customer satisfaction.
  
  The specs on the slide-in range was another point of contention. The cabinets were installed according to the signed plans, which complied with the manufacturers specifications. Initially, the Winns raised concerns about the fit, which I assured them was correct. Following installation, they requested adjustments outside of the agreed specifications, which we declined for liability reasons.
  
  Concerning the window blinds, we temporarily removed them for painting, leading to accusations from Mrs. **** about mishandling. We assured her that we would clean the blinds and replace any damaged ones, but dissatisfaction persisted. To demonstrate goodwill, we provided new blinds at no cost, only to face further complaints about their quality, despite being identical to the originals.
  
  Additionally, the insurance-provided funds for the MiBox storage container have been exhausted, and Servpro has been covering these costs out of pocket. We have made numerous attempts to schedule completion of the repairs so the container can be emptied and picked up, but faced multiple cancellations and unresponsiveness from the Winns since August.
  
  The extended timeline of this project has not been a result of Servpros actions, as evidenced by our communications. The Winns have repeatedly delayed progress, and while we have not included all emails and texts in this document, they are available upon request.
  
  Servpro has made significant efforts to accommodate the Winns, totaling $4,696.61 in complimentary materials and labor to ****** goodwill amidst these challenges. Our commitment to high-quality service and care for our clients is paramount, and we find the suggestion of exploiting the elderly to be deeply offensive and completely unfounded. 
  
  We hope to resolve these misunderstandings and complete the project satisfactorily. A new schedule is in place for Wednesday, October 30, and we remain hopeful for a successful resolution.

   

  Customer Answer

  Date: 11/14/2024

  Complaint: 22388780
  
  I am rejecting this response because: The statements made by ServPro Pflugerville were not honest. When ServPro Pflugerville took this job **** ****** agreed there would be no problem with delivering paperwork to me at my temporary resiidence, an air B and B in Pflugerville which was close to the office of Servpro. This was because I was not familiar or comfortable with the docusign system or email and I am not knowledgeable with the internet. All upgraded materials in the home was paid for out of our pocket. We had all materials needed by Jan. 31, 2024 at the house. Painting at the house started on Jan. 30, 2024. As of Oct. 31, 2024 it was still not complete. Flooring was delivered to the house on Jan 30, 2024 and sat for over a month before starting installation. I told ***** ********, the contractor, three times to cover the window blinds before painting. That did not happen.  We told him the blinds needed to be taken down and covered so they would not be damaged.  All appliances needed also to be covered as I had asked and that did not happen either. The blinds were taken down and thrown in a pile with other materials and were damaged. We told ***** before the cabinets were installed where we wanted them. He did it the way  he wanted and now they are not in the right place on the floor.  cabinet by the stove is wrong and is too close to the stove. ***** refuses to move it and says, by city  code it has to stay  there. I checked with the city  inspectors and 3 of them says that there ls no code for that and it is up to the home owner to choose where the cabinets go. We sent many emails to the owner about the damaged blinds and received no response. We did all we could to avoid any conflict. They refused to pay for all damages. ******** ******** has a very bad attitude and is rude and argumentive and wanted things his way and was hare to work with.
  
  Regards,
  
  ********* ****

  Business Response

  Date: 11/23/2024

  Thank you for your correspondence. While we respectfully disagree with several of the points raised, we would like to provide clarification and present additional evidence to support our position.
  Initial Documents and Electronic Documentation:
  The conversation with **** (who is no longer with Servpro) clarified that we had no issue delivering the initial documents necessary to begin the project. Additionally, we offered assistance to help get the Winns up to speed with our electronic documentation process, which is fully automated, user-friendly, and conducted primarily via email.

  
  Code Compliance and City Inspections:
  Our attached documentation demonstrates that the city indeed has specific code requirements for range and cabinet clearances, which are written in two separate sections that pertain directly to appliances. It would be highly unusual for city inspectors to contradict these well-documented standards, contrary to Mrs. ***** claims.

  
  Flooring Installation Dates:
  The flooring dates mentioned by Mrs. **** are incorrect. Our records, which are included in the attachments, show that the flooring was delivered on January 25, 2024, and the installation was completed by February 7, 2024. The attached photo of the completed flooring was sent by Mr. ***** showing the finished installation, with the glue seam still drying.

  
  Painting and Other Details:
  While the painting remains unfinished, this is a common aspect of the construction process. As detailed in our previous response, we were addressing these issues and others. We understand that construction often involves correcting minor details, and we were in the process of doing so. However, it is challenging to maintain a reasonable timeline when appointments are canceled, and the project was ultimately canceled by the client.

  
  Blinds Issue:
  We addressed the blinds issue in our initial response, and we will not revisit it here.

  
  Personal Attacks and Professionalism:
  We have always conducted ourselves with respect and professionalism, despite not receiving this same reciprocation from the Winns.
  
  In conclusion, we believe that the claims made in the complaint do not accurately reflect the facts, and we trust that the additional documentation provided will help to clarify the situation.
  Thank you for your attention to this matter. We remain committed to resolving any outstanding concerns and ensuring the quality of our work.

  Customer Answer

  Date: 11/26/2024

  Complaint: 22388780
  
  I am rejecting this response because: The contract company has refused to correct mistakes made in the house. In relation to the range we are not talking about clearances we are talking about the placement of the cabinet next to the range and there is no code for the placement of the cabinet. This is the third lie told by this company about the placement of the cabinet. The house was unfurnished with nothing inside hindering the paint process. The flooring was not complete in February as the techs had to return to make corrections and is still not done fully. We always had everything needed for them to proceed with the job. They threw the blinds and fixtures in a pile on the floor and worked over them and did not cover anything and they were damaged. The microwave and dishwasher were also damaged and there was negligence on their part to not protect our appliances fixtures and blinds. A painter came to the house unannounced and our son let him in not knowing he was not supposed to be there and he started taking pictures and would not stop when I asked him to stop. I called ***** and he did not know who he was or why he was here. After this I had cameras installed inside my house because I did not feel safe in my own  home. This guy refused to leave  even though I repeatedly asked him to. He acted like a gangster and he was a painter. The painters returned many times and never finished the job. Now there are 3 different colors and supposed to be one. There is no offer of compensation for all the damage.
  
  Regards,
  
  ********* ****