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:08/22/2023

  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.

  Serve-pro was called as a recommendation from my insurance provider, State Farm, when my home was flooded in December 2022 due to a burst pipe caused from a freeze. Serve-Pro was busy, due to a large volume of homes affected by the freeze, but was able to respond within about two weeks or so of the incident. The owner was very sympathetic, personable, and accommodating when they were able to come to my home for the initial inspection. The demo work they did to remediate the damage seemed inadequate to me at the time, and I asked if they were going to also dry out the sub floor of my pier-and-beam home, the answer was that they would not due to the difficulty. They did remove the primary flooring, drywall, insulation, and (i believe accidentally) the inner layer of the moisture barrier. They then set up many drying fans and dehumidifiers and then left. That night, about half of them had shut off due to circuit breakers tripping or resets on the machines tripping. I spread out the machines to different outlets and reset the breakers so the equipment could keep running. All that went fine for a few days, then they came back and did moisture tests and it was all dry according to them. The issue came when my insurance came into play and they had to replace the moisture barrier. In order to replace it the siding of the house had to also be replaced. The insurance has still not agreed to do this even though they have let Serve Pro off the hook for some reason. Over 8 months later I still don't have use of 1/3 of my home and no resolution. I believe this is due to a Serve Pro error. There could be even more to the story because the sub floor hasn't been investigated yet. Serve Pro was not willing to dry this out due to the difficulty even though it was obviously necessary. Some how Serve Pro got let off the hook, even though State Farm is unwilling to cover the damages caused by them,. What does a home owner do? I have no idea.

  Business Response

  Date: 09/29/2023

  I spoke with the customer via phone call today and verified that we did not perform services at his property, it was another separately owned franchise.  He verified and said he would request this complaint be removed. If additional information is needed, please reach out to me directly at our office.

   

  *******************

  ************

  Customer Answer

  Date: 09/29/2023

  Hello,
  
  
  
  I had submitted a BBB complaint # ********. The wrong service location had been entered by me accidentally.
  
  
  The correct information for service location:
  SERVPRO of North Austin/SW Williamson CO.
  1730 CR. 269, Suite A
  *******, ** 78641
  ************
  ****** Blincoe
  
  
  Can this information be corrected, a redaction be placed on the previous service location so that they do not receive the complaint, and a new complaint be issued to the correct franchise owner?
  
  
  Please let me know the steps to take these corrective actions. The rest of the complaint details are still the same.
  
  
  
  Thanks
  
  *******************

  Business Response

  Date: 10/03/2023

  On 3/9/2023 @ 12:16 pm I spoke to ****** adjuster **************** with State Farm. *** stated that he will be providing coverage for the replacement of the affected *************, however was stated that he was unsure at this time that full removal & replacement of the siding was necessary as previously state by **** and his contractor.  This information was provided to **** on 3/9/23 @ 12:33pm.

  On 7/12/2023 @ 9:26 am I received notice from our **************** that **** had filed a complaint regarding this situation. 7/12/2023 @ 10:02am I called **** to discuss and he stated that State Farm still has not resolved his claim and that State Farm was not paying for the Vapor Barrier replacement. I reviewed my notes and informed him that *************** stated on 3/9/23 that State Farm was covering the vapor barrier replacement, but that i would again reach out to State Farm to further assist.

  On 7/19/2023 I was able to reach the new adjuster ******* Bedmaster & she stated that they are in fact including the repairs for Vapor Barrier repairs under the claim. However she stated that the issue is between State Farms Estimate for repairs and the contractors estimate & that the contractor has more in repairs than State Farm deems necessary.

  On 7/19/2023 5:44pm.  I emailed **** with the information I was provided by *******, and informed him the issue was between him, his contractor and State Farm and was outside of our control. 

  Regarding the Subfloor, during the initial inspection the subfloor was noted to be severely weak & deteriorated. **** was informed that the subfloor would need to be replaced & that we did not provide replacement services for subfloor or rebuild. The decision was made to attempt to dry the subfloor in place and let ****** contractor remove & replace during the rebuild process. State Farm was also notified of the need to replace the subfloor.

  Additional info - on 3/3/23 we did an onsite inspection of the property and found several exterior wall siding boards had been severely damaged. **** stated that they were broken by his contractor trying to remove them for inspection. These damaged by contractor siding boards appear to be part of the requested repairs by the contractor. 

  According to State Farm they are willing to pay for the Vapor Barrier repairs, however the disagreement is between State Farm, **** & the contractors repair estimate.