Complaints

This profile includes complaints for Service Master Elite's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Service Master Elite has 2 locations, listed below.

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  Service Master Elite

  54 Echo Pl Unit 3 Williston, VT 05495-9302

• 

  Service Master Elite

  14 Willey Rd Saco, ME 04072-1881

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:07/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Service Master was hired/responsible to remove, restore and return our personal belongings from a house fire that occurred on January 23/2023. Our personal belongings were removed from our home on March 9th 2023 by ******* movers who was hired by Service Master. Service master was responsible for overseeing Massbay Movers, as well as unpacking, cleaning, restoring, repacking and hiring the appropriate moving company to return the items after the home was repaired. During this process many of our items (72) were either broken, dented, scratched or missing pieces. Most all contents removed from the home were high value antiques and were in perfect condition, they were not damaged by the house fire but they were contaminated and removed for cleaning. Throughout this process we struggled to get phone or email responses from Service master regarding the condition and progress of restoration. The items were returned (several months later) to the home we found many uncleaned, broken, dented or damaged, we then followed the necessary guidelines and submitted a claim to Massbay holding them accountable for the damage. The claim was upwards of ******. Mass bay was unwilling to refund the money or negotiate a reasonable settlement. Service master agreed that they were ultimately responsible for the broken damaged items because they hired massbay and they were responsible for overseeing the project and restoring our contents. Service Master sent a team member out to our home upon return of the contents to view the damage and also agreed that they were responsible. Service master offered to remedy the situation and promised us they would make it right. Unfortunately they are no longer communicating with us in regards to this issue. We are very willing to reach a monetary agreement of a lower value than the claim submitted in hopes to rebuild our life as efficiently as possible. A house fire is a very difficult event, we trusted Service Master with our belongings.

  Customer Answer

  Date: 07/31/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:08/23/2023

  Type:Sales and Advertising 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 received an original estimate for water damage mitigation in the amount of $4,793.15. That estimate was submitted to and approved by our insurance company. We did not receive a copy of the document marked "Final Draft" in the amount of $12,843.30 until AFTER ServiceMaster Elite had completed their services.In short, we hired ServiceMaster Elite based on the original estimate, or a reasonable approximation thereof. At no point prior to or during the completion of services were we given an indication that the quoted price would nearly TRIPLE upon final billing. Had that been the case, we would have never retained their services.

  Business Response

  Date: 09/15/2023

  Good Morning,
  
  In reviewing this claim, our original estimate was built on industry average of 4 days assumption for drying equipment onsite. Unfortunate attempts to pick up the equipment went unmet which lead to increased costs reflected on the final estimate. The final estimate was an insurance audited estimate that matched all insurance regulated requirements to ensure we are staying within industry guidelines.
  
  In good faith, we have extended an offer to settle this claim at $10,000 which was the coverage limits provided by the insurance company. At this time, we have not received an agreement to our settlement offer for the $10,000. We are looking forward to resolving this matter amicably in the near future.
  
  Thanks!

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As mentioned in the original complaint, ServiceMaster was  aware that we were headed out of town shortly after the service was performed and was given a window to retrieve their equipment that was flatly ignored. Moreover, many of the remaining charges were grossly and negligently  underestimated. This is a classic case of bait and switch.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******