Complaints

This profile includes complaints for Servpro of Chesterfield, Tri-Cities, Richmond & Henrico's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Servpro of Chesterfield, Tri-Cities, Richmond & Henrico

  12200 Deergrove Rd Midlothian, VA 23112-4056

  
• 

  Servpro of Chesterfield, Tri-Cities, Richmond & Henrico

  523 Branchway Rd N Chesterfld, VA 23236-3032

  

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:01/13/2025

  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.

  In my previous rental, the washer flooded and my landlord contacted servepro to complete the repair. The company damaged my personal items when they were moving furniture for the mitigation.I reported the damage to the mitigation lead, *****, who said he would look i to it, but never called me back. To date I have called the office 7 times leaving messages and being told he would call me back and never has.I provided pictures of the damaged items including proof of purchase from my ****** account. The project manager on the back end also tried to assist, but no one would follow up with him either. To date, I have never received resolution and am frustrated at the level of deceitful business practices in the Richmond, ** area.I would like compensation for my item in the full amount. It was not a health hazard (tipping risk for kids/animals) before the mitigation dragged it across the floor, and since it has been a safety issue in the home and is not longer usable. My landlord stated that since the company damaged my property, the company needed to compensate me as that was not her job.The repair project manager **** reached out a few times, but even with his guidance I never received any follow up from ******** or the manager of mitigation, *****.

  

  Business Response

  Date: 01/13/2025

  We have reached out to the customer, accepted liability for the damages, and are reimbursing the customer for the item. 

• Initial Complaint

  Date:11/20/2024

  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.

  In June of 2024, we had water damage and needed cleanup/restoration. We have been working with Servpro since the incident started and as of this posting (11/24). This should have been a straight forward job with removing/replacing floors, removing/replacing cabinets, and removing/replacing granite counter tops. This Servpro location is a franchise owned by *************************** whom which own a few locations in **. Working through Servpro we came up with a final cost for repair and a signed "reconstruction work authorization and payment agreement." Servpro replaced our old flooring with new flooring that their team assessed beforehand and installed only to find out that the flooring does not meet our dwelling needs - coming apart and soft spots due to sub flooring thickness. This should have been discussed, revised in contract, and signed by both parties before moving forward but that never happened. They attempted to repair the damaged cabinets 3 times before deciding to order new ones, which by the way they ordered the wrong ones and again had to be removed. After the cabinets were removed, Servpro should have removed all granite tops but instead "braced" over 5ft and an est of 400 lbs of granite on a single 2x4. Within days we found our 8 yr old underneath the granite "braced" up and had to immediately remove her and block off the space which could have caused bodily harm. The granite also cracked due to this "brace." Finally, we did not have a working sink and had to bring in a water hose from outside for months just to do dishes. We paid Servpro half the cost of repairs upfront and they are now demanding final payment while the work is still not completed. Servpro will not speak with us, the homeowners, anymore and sent us to their lawyers, whom happen to just be a debt collection firm. We are now at 5 months without a habitable house due to their lack of competence, execution and overall customer service. We have photos and documentation of all their errors.

  

  Business Response

  Date: 11/25/2024

  We acknowledge your concerns regarding the services provided by Servpro and regret that your experience has been unsatisfactory. Our primary goal is to assist homeowners during challenging times and ensure their satisfaction with our work.
  We would like to address the points raised in your complaint and provide clarity regarding the events.

         1.   Flooring Installation:
  During the repair process, you chose a thinner flooring material that required additional underlayment to meet the manufacturers specifications and ensure structural integrity. This was brought to your attention, and Servpro recommended the installation of underlayment to avoid potential issues. However, you opted to proceed without it. We followed your decision as per the agreement, but we understand your concerns about the current flooring condition.
         2.   Cabinet Repairs and Replacement:
  The cabinets were initially detached and rebuilt at the insurance companys request, in an attempt to save. After several attempts to repair the cabinets, they were deemed unsalvageable. At that time, we changed direction and went the replacement route. The initial cabinets ordered were selected based on your direction and unfortunately were not the correct ones.We then received the correct cabinet style from you a second time and placed the order.
         3.   Countertop Bracing and Cracking:
  Photographic documentation confirms that stress fractures existed in the countertops prior to Servpro handling them. The temporary bracing used during mitigation was constructed to support the countertops safely; however, we deeply regret any concern caused by the setup. The safety of your family is a priority, and we empathize with your distress regarding the incident involving your child.
         4.   Communication and Delays:
  We recognize the inconvenience caused by the delays in completing the work. Throughout the process, Servpro engaged with your insurance company to advocate for your claim and ensure a fair and justified scope of work. Unfortunately, an impasse was reached due to disagreements, and Servpro made the difficult decision to cease further services and bill for work completed to date.
  
  We value the trust our customers place in us, and it is never our intention to leave anyone dissatisfied. 

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Better Business Bureau:
  
  ServPro of Chesterfield and Bahen **** acknowledgement of our concerns and the lack of service provided is in fact unsatisfactory as stated by themselves, and their proposal to walk away from this legal binding contract and requesting final payment for services not yet completed is in breach of their "Reconstruction Work Authorization and Payment Agreement."  They must be held accountable to their agreements. 
  

  ServPro of Chesterfield states in their terms and conditions that disputes go through arbitration, however they have not provided that opportunity to the homeowners to resolve. It is believed by the homeowner that ServPro of Chesterfield and Bahen **** won't adhere to their arbitration agreement in the signed terms and conditions as they understand the opportunistic severity of their services and standards performed thus far, backed by photos, documentation, and current and previous employee observations and conversations.
  

  ServPro of Chesterfield and Bahen **** will not be paid for the remaining balance $6,065.39 until the job is complete as legally signed by both parties.  ServPro of Chesterfield and Bahen **** will pay legal fees of $1,516.35 to the ****** | ******* firm for attempted collection of remaining balance for work not completed.  Sending the homeowner's the remaining balance to a collection firm is not warranted and will be challenged as they have not completed their scope of work as signed.  The homeowner currently has improper flooring installed, no kitchen cabinets, no permanent water supply source, and no granite - a non habitable dwelling for 5 months.
  

  ServPro of Chesterfield and Bahen **** are not being fully transparent in multiple ways. I again ask formally, where do you have it written and signed by both parties regarding the flooring installed by ServPro? As a third reminder, per your own terms and conditions anything verbal is not binding and so as you state this conversation happened before install, please provide that through arbitration with the employees present to validate any verbal conversations.     
  

  ServPro of Chesterfield and Bahen **** experience provided to the homeowner is accurately described as negligent and causing habitability issues over the last 5 months and not meeting their own terms and conditions of guarantee in workmanship in accordance with restoration/remodel industry standards.

  Their stated regret, empathy, and lack of safety for the granite "bracing" that was out of VA code is not enough, insulting, and shows their lack of real concern or safety for their clients.  Their attempts to have the homeowners insurance pay for the granite damage (which could result in homeowner higher premiums) is not acceptable as ServPro of Chesterfield and Bahen **** code violations and lack of basic construction competency led to new severe cracks/breaks in the granite, not existing fissure ones on the other side of the kitchen.  It was even noted by the granite company that the "brace" was the cause of the crack in granite and they were shocked at how they, ServPro of Chesterfield left the granite standing for weeks.  As of today, the homeowner does not have all the previous granite removed on site and have no idea on its whereabouts. 
  

  After three attempts to repair the cabinets ServPro of Chesterfield and Bahen **** (including their sub contractors) ordered new cabinets that were wrong.  The homeowner did not order the cabinets.  The homeowner did have to do the research after installation of the wrong new cabinets and provide it to ServPro of Chesterfield due to their lack of basic construction/remodel knowledge.  These cabinets as far as the homeowners know have yet to be ordered.  This is another demonstration of lack of competence from this organization as the homeowner had to do their work for them because they just couldn't get it right. 
  

  We, the homeowners are asking one more time for ServPro of Chesterfield and Bahen **** to uphold their end of the "Reconstruction Work Authorization and Payment Agreement"  and complete the work agreed to immediately. 
  

  We, the homeowners are still waiting for ServPro of Chesterfield and Bahen **** current business license with VA and liability carrier information. It's been 3 weeks on this request and we have yet to receive this information. 
  

  We, the homeowners just want our kitchen and house back to where it was before the water damage. The loss of use, undue delays, and code violations would in most cases drive an organization to take action due to risk of a lawsuit which might outweigh the expense of the repairs agreed to.  Rather all we have seen are excuses, deception, defiance, silence and a lack of willingness to complete work agreed to. 
  

  ServPro of Chesterfield and Bahen *** state "We value the trust our customers place in **, and it is never our intention to leave anyone dissatisfied." If they truly believed that "mission statement" they should be ashamed and embarrassed to say that in their closing message.  ServPro of Chesterfield, Bahen ***, and their ServPro franchise locations should look at their online reviews/feedback and understand we are not the only one and they have so much to improve upon.  I honestly do not know how they are still in business with how they operate and treat their customers. 
  

  Attached are a few of many photos showing our dwelling.  More can be provided, along with documentation as needed.
  
  Regards,
  
  ******* *****
  
  
  
  

  
  

  Customer Answer

  Date: 11/26/2024

  attachements resent 

  

  Business Response

  Date: 12/02/2024

  The information has been turned over to our Attorney, as we have come to an impasse with the customer. 

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Do your job and finish the work agreed and signed upon.  I have to call your legal firm daily to get updates (because your organization will not speak with us anymore) and to discover each time there are none.  Its obvious you are trying to play out this work and next steps as long as possible and I only think that will hurt your overall case through litigation and/or arbitration.  This can all be resolved if you would just finish your work, but you choose not to.  
  
  Regards,
  
  ******* *****
  
  
  
  

  
  

  

  Business Response

  Date: 12/04/2024

  This file has been sent to our attorney as we have reached an impasse with the customer. 

• Initial Complaint

  Date:07/30/2024

  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.

  Our house flood the end of 2023. Servpro was who our insurance recommended for the flood ************************** Servpro provided work that was not satisfactory & refused a final walkthrough in our home. We complained about the condition of our home & despite that, no final walkthrough occurred. We were contacted about a bill earlier this ********* requested to discuss the condition of the home. The company did not reach out about the condition of the home. The final walkthrough was scheduled but canceled by the company. On July 30th, we were contacted about the bill and were told we would have the pay lawyer fees if we did not pay the bill. In addition to this, we were told that they attempted to contact us multiple times. This is not correct. The company has not performed a final walkthrough to discuss the condition of our home and the unsatisfactory work.

  

  Business Response

  Date: 08/06/2024

  Thank you for the inquiry.  We value our reputation and strive to provide the highest quality of service to our clients.  We have spent time looking into this complaint, and on April 3, 2024, our office confirmed with the customer that all repairs had been completed.  At the time of completion, the customer indicated that there were imperfections with the flooring installed, however they did not want to go through the processing of removing and reinstalling the flooring and requested a billing adjustment.  Several attempts were made to perform a final walk-through with the customer to review these imperfections.  On May 10, 2024, after a discussion with the homeowner, photos of these imperfections were to be forwarded via email for SERVPROs review and again the customer requested a billing adjustment to address these imperfections.  SERVPRO did not receive photo documentation of the flooring imperfections, however a billing adjustment was provided for an appearance allowance that was applied to the customers final invoice that was forwarded on May 15, 2024. On July 30th,the customer spoke with a member of our Accounting team and advised that he did not have the ability to pay the outstanding balance and inquired about additional adjustments to the bill. He acknowledged the receipt of the appearance allowance given and stated that the flooring issue was not our fault but was unable to pay the balance at this time. 

• Initial Complaint

  Date:04/07/2024

  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 was contracted with in May 2023 to abated water and fire damage and restore housing unit. Work included establishing property to pre loss condition. This is to include roofing, electrical and plumbing and interior walls.Additional visible interior damages and theft have occurred while the building was under the supervision and control of the contractor. Such took place with no signs of forced entry. Contractor after 10 months, has not completed any phase of the contracted work. Contactor desires that such damages to be the expense of the owner.

  

  Business Response

  Date: 04/11/2024

  At SERVPRO we understand the frustration that can arise from unforeseen circumstances and/or delays in construction projects, however our ************************* has worked diligently to prevent and resolve these delays to ensure that the project is completed in a timely manner.  The date of loss for this property was May 16, 2023, and the temporary repairs from the loss was completed on May 17, 2023.  The mitigation process was completed on June 29, 2023, and at that time our ************************* began working on an estimate for insurance review and approval.  The deposit invoice for *********************** was submitted to ************************* (homeowner)on August 25, 2023.  However, SERVPRO did not receive the deposit payment from **************** until December 19, 2023.  Our work authorization states that ********** has not received payment for work, or other reasonable assurance satisfactory to Company, the Company may suspend or cease performance of the work until such time as payment or assurances satisfactory to the Company are received.  While awaiting the customers deposit payment in good faith SERVPRO secured engineered drawings to obtain a building permit and provided coordination with *************** for the disconnection of power lines to the building to prepare for the truss and roof replacement in order to prevent any potential project delays.
  
  There have been multiple occasions of trespassing/theft on the property, which SERVPRO and **************** have both been aware of.  On July 3rd, 2023, ***************************** (tenant) informed SERVPRO that the doorknob had been broken and people had been sleeping in the unit.  At that time *************** replaced the deadbolt on the units.  Another occurrence was noted on September 21, 2023.  **************** contacted SERVPRO concerned that someone was living in the property, cigarette butts and drug paraphernalia were found on the property.  During reconstruction there have been multiple thefts/vandalism of existing and new construction.  **************** was promptly notified by SERVPRO and **************** indicated that he had surveillance footage of the property.  SERVPRO has requested this video footage on multiple occasions to help investigate these occurrences in further detail,however to date **************** has not provided this footage for SERVPROs review.  SERVPROs work authorization states Company is not responsible for security of the jobsite, and therefore it is agreed that Company shall have not responsibility for damage, disappearance, or theft of [or other valuables].  As of April 5, 2024, **************** requested possession of all keys to the property.  In order for SERVPRO to complete any outstanding scope of work, **************** will have to provide SERVPRO with access on a daily basis.  SERVPRO has reached out to **************** on multiple occasions to discuss the completion of these remaining items, however **************** has not been in communication with SERVPRO since April 5, 2024. 
  
  We value our reputation and strive to provide the highest quality of service to our clients, and we are committed to addressing this issue promptly. SERVPRO will continue to take the necessary steps to rectify the situation with **************** and complete this project in a timely manner.

  Customer Answer

  Date: 04/16/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  Date:11/04/2023

  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.

  ServePro did water mitigation and restoration work in a bedroom. I received an bill for services, requested a itemized bill which I received. . On the invoice was a $299 charge for electrical services when no electrical services were performed. The ceiling needed to be painted after drywall was patched. I requested they used the paint I had on hand that matched the hallway ceiling. The ** told my wife they don't use customer's paint. Unfortunately, when they were done, there were unpainted areas on the ceiling and paint on the walls at the ceiling/wall joints as well as a long ******************* on the wall above the door where obviously no attempt was made to clean it. Had they used my paint as requested I could have painted the misses and feathered it in to blend with the rest of ceiling. Because they refused and did such a terrible job, not only did I have to repaint the ceiling I just paid $250(highway robbery, by the way) to have done, I also had to pay for a gallon of paint and spend a day off from work repainting the entire room. I have attempted to contact management regarding the electrical charges and garbage paint job but it appears they have been intentionally avoiding me. Contacted them on **** and was told by the ** I would receive a call that day or next. I waited 3 weeks. Contacted them again on *****, was told the same thing. No response. Contacted them a third time and was told they had a new management team in place and they would get back to me. in a couple days. Ms. ************** did call my wife on her cell phone and was asked to contact me to which **************** said she would call me that day. 3 days later, no call. I contacted **************** using the phone number on my wife's caller ID. Spoke to ****************, she seemed very put off that I had the audacity t contact her directly, told me she wasn't at her desk and would call me back in 10 minutes. That was on 11/2, still no return call as of 11/4. Receiving "Final Notice" emails regarding the unpaid bill.

  

  Business Response

  Date: 11/07/2023

  This complaint has been investigated thoroughly. The customer has been contacted and an approved plan for successful resolution has been reached.
  We sincerely apologize for the miscommunication. Please contact us if additional information is needed. 

• Initial Complaint

  Date:10/06/2023

  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.

  On June 2, 2023, while doing a water damage Mitigation at my home, the Servpro Team caused additional damage to the north wall of our first-floor den. When this was pointed out, the damage was acknowledged, but said that it was collateral damage and that ServePro was not responsible for it under the terms of their Mitigation agreement. I was told that my insurance would cover any repair costs. However, I feel that would make me party to filing a false insurance claim.My position is that the damage was caused by negligence on Servpros part, and that no clause can hold an entity harmless of their negligent acts. The repair of the damage is estimated as $203.03 by ServePros estimator. The cornice work is made up of three pieces; 1) the Base molding which is attached to the drywall and nailed directly to the wall studs; 2) the Dentil molding, which is nailed to the Base molding beneath it, and 3) the Crown molding, which is nailed to Dentil molding, and in some spots to the ceiling itself. The Mitigation Teams job was to remove a little over 50 lineal feet for Crown molding so that sections of water damaged ceiling could be safely removed. The 50+ lineal feet of Crown molding was pried away from the Cornice assembly without incident or collateral damage.However, one or more laborers attempted to pry the Base molding free from the sheetrock wall to which it was attached. Remember, this was the Base molding which is several inches below the edge of the Crown molding that was supposed to be removed. In two locations on the north wall of the first-floor den the pressure of the pry bar against the sheetrock caused damage; a hole in one instance and a deep indentation in the other. The worker(s) were not skilled in this simple carpentry operation and or not supervised properly. Clear negligence on the part of ServePro to not provide knowledgeable workers and or supervision. I would like a $203.03 billing adjustment.

  

  Business Response

  Date: 10/10/2023

  This complaint has been investigated thoroughly. The customer has been contacted and the billing process has been reviewed. The customer is aware of the plan for successful resolution. We sincerely apologize for the miscommunication. Please contact us if additional information is needed.

  Customer Answer

  Date: 10/17/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  Date:06/28/2023

  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.

  Damage to the floor and refrigerator

  

  Business Response

  Date: 06/28/2023

  This is the first we are being notified of this. This account is in default for lack of payment and is with our collection's attorney currently. We will send this complaint to our attorney as well so it can be addressed at the same time at the hearing. We did have a manager do a final walk through with ******************* and all she had were a couple of handles that needed installed that we had installed within a week of the walk through. The insurance carrier says that ********************* cashed the insurance check in July yet has not paid us any of it. There were no complaints until we had to start the collections process for lack of payment. 

  Customer Answer

  Date: 07/05/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

  Customer Answer

  Date: 10/20/2023

  Please see attached rejection/rebuttal

  

  Business Response

  Date: 10/27/2023

  Serv Pro asks that no reviews be posted or action taken until the outcome of any litigation.