Complaints

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

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Servpro of Roanoke, Montgomery & Pulaski has 2 locations, listed below.

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  Servpro of Roanoke, Montgomery & Pulaski

  1301 Southside Dr Salem, VA 24153-4603

  
• 

  Servpro of Roanoke, Montgomery & Pulaski

  110 Fisher Street Christiansburg, VA 24073

  

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:04/30/2025

  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.

  My name is ***** ******. I contacted Servpro of Western Va. on March 5, 2025 due to major flooding at one my residences in ******* **** due to an overnight water main break. I contacted them during normal business hours and they stated they were sending a crew out. When I received the invoice of $1,474.49 for the work done I was charged for after hour fees. I was never told there were after hour fees or explained when the after hour fees would take affect. I assumed since I contacted them during normal business hours that I was NOT within the "after hour fee" range. By not disclosing this process to the consumer is an unfair and deceptive business tactic.
  
  Furthermore, when I spoke to the Servpro representative on March 5, 2025, I explained to him several times during the call that this was going to be an insurance claim and payment for services would be made when the insurance paid the claim. If they had to have payment up front and could not wait, then I would need to find another company. The Servpro representative assured me numerous times that would not be a problem and "we" do that all the time. This is the only reason I agreed for them perform the services in the first place. On Monday April 28th, I received a certified letter from this company stating that if payment was not received by May 9th, they would be handling my file off to their attorney.
  
  I have tried to contact this company several times to explain that I am disputing the charges and asked for a return call to discuss the issue. They have not responded to me nor will return my calls. I feel as if this company has been deceptive in it's business practices and deceitful in obtaining my business during a time of a catastrophic event.
  
  I would like a credit to my account for at least the "after hour fees" they applied and an assurance that they will train their representatives to better handle distressed consumers and not mislead them.

  

  Business Response

  Date: 05/01/2025

  My name is *****, and I’m a part-owner of SERVPRO of Roanoke,
  Montgomery & Pulaski Counties. I began reviewing Mr. ******** job file on
  the morning of April 30, 2025, after being made aware of his concerns. While I
  had planned to personally follow up, the BBB complaint was submitted before I
  had the chance. Once a formal complaint is filed, it is our policy to respond
  directly through the BBB platform, which is why I have not yet reached out by
  phone.Our records show the initial call was received on March 5th at
  4:24 PM. Given the timing, we coordinated with our on-call crew to provide
  emergency water extraction services that same evening, with work continuing
  past 8:00 PM. We recognize that we could have communicated more clearly about
  how after-hours service impacts billing, and we appreciate the chance to
  revisit this and provide clarification.After a thorough review of the Xactimate estimate for the project,
  we have proactively adjusted five line items related to emergency after-hours
  work. The revised total is now $1,164.87 — a reduction of $309.62. We are using this situation as an opportunity to further
  strengthen our communication practices, ensuring that all customers have a
  clear understanding of what to expect when emergency services are needed
  outside of regular business hours.Please know that our intent is always to serve with care, integrity, and
  professionalism — helping families and businesses navigate difficult situations
  with confidence and trust.

  Customer Answer

  Date: 05/05/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/23/2023

  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.

  We hired SERVEPRO to come to our home to remediate a backed up drain in the basement. We were told twice, once over the phone, then again by ****** (the manager) in our basement, that the bill would be covered under the $500 deposit. We confirmed that information before signing the agreement to start the work.
  
  After the work was completed, we received an additional bill for $186.83, which we did not agree to pay.
  
  We've asked them to void the bill, which they were not open to doing. ****** then called to work out the bill with us and remove some of the items. I told him that I'm willing to compromise, but if he was not going to void the bill, I would be telling everyone I know about the shady business practice they employ. He then said, "well then we'll get our money either way." I then told him the next people to be contacting him would be through the BBB and hung up.
  
  Attached is the itemized bill.
  
  Thanks, ******

  

  Business Response

  Date: 05/30/2023

  We apologize for the confusion on your job. Our procedure is to collect a form called "Deposit Acknowledgement" form when any customer pays a $500 deposit. We have failed to provide you with this form and agree that we will refund you the balance of the job over $500. The check for the balance will be mailed to the home address we had serviced. 

  Customer Answer

  Date: 06/01/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *********