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Business Profile

General Contractor

Service Master Cleaning by Roth

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in General Contractor.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/03/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    I was going to file a claim through my home owners insurance regarding an ** washing machine I had purchased that leaked all over my laundry room floor causing damage. I found out my insurance did not cover that nor did allstate squaretrade. The insurance company could not recover the loss. In the meantime foremost insurance suggested I get a free estimate for damages. During this period of time a fellow came over and never disclosed that there would be any charge to check things before going forward. I said I am stopping all claims due to the fact they could not recover any loss. I went back to ******************** and arbitrated for the loss of my washing machine. In the meantime Service Master sent me a bill attached for work performed I never agreed to. They even have the wrong insurance company, wrong name and on another paper called Chain of Custody.

    Business Response

    Date: 02/13/2025

    We were contacted by **** ****** on behalf of ******* ******* on 12/2/24 who advised their washing machine had failed and had been leaking for a while. She advised that the floor in the laundry room was soft to step on. We scheduled an inspection for 12/3/24 to moisture map and gather information to prepare an estimate as requested. We emailed an estimate for the proposed scope of work on 12/5/24. **** called again on 12/6/24 to advise she was trying to get a warranty claim going for the washing machine and that she would be filing a personal insurance claim for the damages as well and would be in contact once she got things coordinated. On 12/9/24 ***************** adjuster ***** ******* contacted us directly to discuss the details of the damages and advise of the claim filed with Farmers Claim # **********-1. We received an assignment from Farmers directly for the claim confirming coverage and asking us to reach out to **** to see if they were ready to move forward. We called **** on 12/11/24 who agreed to meet us on site 12/12/24 to sign work authorizations and take asbestos samples necessary for demolition. Work authorizations were signed on 12/12/24 and asbestos samples taken. Our COO also did an additional walk through on site with **** on 12/16/24 to review the scope of work again. Asbestos samples were sent out for testing as we had a work authorization signed and **** was on site with the technician when they were taken. The results were received on 12/18/24. **** then reached out on 12/20/24 to advise she was having another contractor out to review the damages and was withdrawing her insurance claim. We informed her then over text message that we will bill her directly for the services to date.


    Our invoice notates that "We were notified that you have withdrawn your Farmers claim and were instructed to bill you directly for the work performed to date. Please see the enclosed asbestos test results for your home.". The name on the asbestos test results is misspelled (Hoffan, missing one letter) however the address on the asbestos test results is correct.


    Since sending the invoice we were not contacted by **** to discuss the charges, other than this complaint. We are happy to discuss our billing directly to resolve any issues and answer any questions.


    Thank you.

    Customer Answer

    Date: 02/14/2025

     
    Complaint: 22890955

    I am rejecting this response because: I did not authorize any billing nor saw any pricing for any services rendered. I never received any results from any testing done. This was for a free estimate only. I did not authorize Service Master to come in and chip the tile in my laundry room, nor drill 2 holes in the wall. These need to be repaired and the tile has to be fully replaced because of the damage done. This is completely unacceptable. As stated by Service Master they had to bring in fans, close off the house before any work could be done. This never happened.

    Sincerely,

    **** *******

    Business Response

    Date: 03/06/2025

    The testing performed was preliminary asbestos testing which must be completed before any removal of drywall or vinyl takes place. The asbestos testing was included in the estimate provided on 12/5/24. The samples were only taken after the work authorizations were signed on 12/12/24 and after a call was made to the insurance adjuster confirming coverage for our scope of work. We provided a copy of the asbestos testing results with the invoice that was mailed, which **** acknowledged in the initial complaint as a "Chain of Custody".


    We will reach out by mail to **** directly to offer a resolution. 

  • Initial Complaint

    Date:09/03/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    They did not properly seal off rooms when removing water damaged ceiling and insulation resulting in insulation spreading throughout the home. My daughter got sick and needed medical attention several times. They broke crown molding, a light, dented up a new refrigerator and dryer, insulation got inside of freezer and refrigerator and cabinets resulting in several hundreds of dollars worth of lost food that had to be thrown out. We asked them to clean but they refused (I have a vm recording of this). Insurance hired cleaners to clean but didnt give them suitable time to clean resulting in us having to cover hotel accommodations for two weeks and having to clean ourselves resulting in my daughter going to the ** and doctors visits. A toilet was damaged, and window. Myself and my daughter has months of anxiety from this situation not knowing if they would have to sleep in their car until the home could be completely cleaned of toxic substances left by service Master. Our items came back dusty and some broken in boxes and chipped up furniture. We paid for cleaning supplies and my daughter paid for someone to come in and help clean. We will be paying for a cleaner to come in and maintain for the next few months to make sure insulation is completely out of home. We need to purchase filters for each room. My daughter and son-in-law live in the home with two small children (2 and 6 year old) with a cat. I am unsure how much the insurance paid for these guys to do the work but I have met with them several times to try to help resolve the issue and reimburse but they have not taken responsibility nor did they pay for the two weeks of accommodations or anything they broke or the food loss and damaged items. They have done nothing to repair or resolve the issues.

    Business Response

    Date: 09/13/2024

    See attachment for response. 

Service Master Cleaning by Roth is NOT a BBB Accredited Business.

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