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:11/01/2023

  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.

  Working with ServePro Job 230078.Multiple issues with mitigation from a leak in our home. They are also the same company that completed the demo. Multiple issues with completing the job thoroughly and completely. The demo was not done completely from the leak. The floor was not take down to the sub flooring. the new floor they laid over began to buckle and we had to call them back to inspect and they assured this was done correctly. The ceiling tiles were installed poorly and the ceiling sunk in places. The tiles were stapled in. SERPRO agreed this job was not correct and we asked for this to be changed to drywall. We will not pay for the materials, labor, etc as they job was not done correctly. After the job was completed, the floor again was wet and there was a leak detected in the in the SAME spot. The flooring was taken out and this time ALL the flooring showing all of the mold. This time they found mold and had to tear out the entire floor. SERVPRO indicates they have not done anything wrong it was just another leak. Out entire kitchen has been torn out. The was a kitchen we loved and one of the reasons I purchased the home- it was retro from the 1950 and because of the water damage and it was not done completely our cabinets were ruined. This was almost a year ago and the kitchen is still not fixed and we are not able to live in our home. My insurance company has not paid Serpro because they have been trying to determine what is payable and what is not. The work they said they would do they did not. I do not believe I should pay for work that was done done correctly. I need some help with this company and this issue. We had to make repairs out of our own pocket and electrical; they stated they would not pay for. We paid these bills out of pocket.

  Business Response

  Date: 11/14/2023

  Greetings *****,
  
  In response to your recent email, I hope to address the issues and concerns that you have stated:
  
  -IHC refers to our construction department -In House Construction (IHC)
  
  -You stated that the dryer ducting was adjusted on the 14th of July and hasn't been properly attached since. The dryer duct was connected by Servpro on the 12th of July. At that time, everything was in working order. I performed a walk through with ***** and the certificate of completion (COC) was signed on July 13th. I have no record of any work being done by Servpro to your property post signing.
  
  -Concerning the basement ceiling: In the original estimate, which was agreed to by your insurance company, we were to replace the laundry room ceiling with acoustical tiles. The size and style of the tiles in the rest of the basement are no longer available. You wanted all the ceilings to match, as all were matching pre-loss. Servpro wrote a supplemental estimate for removal and replacement of the remaining basement ceiling to accommodate. This amount was agreed to by your insurance company. Servpro purchased ceiling tile and hired a contractor to install. The installation was not done to standards. I met with you and ***** onsite and agreed that the tiles needed to be removed. I suggested that we could go back with a textured and painted drywall ceiling (which is an upgrade) with no additional cost beyond the insurance agreed amount. You agreed to this and we proceeded with the drywall ceiling. Upon completion, and once we had the signed COC, Servpro invoiced for the amount that your insurance agreed to pay for the ceiling repairs.
  
  -Regarding the additional layers of flooring: On our original estimate we had a removal and replacement of (1) layer of sheet vinyl/linoleum in the stair landing. The flooring that you chose was a snaplock laminate. This product is commonly laid over existing sheet goods. The installation of this flooring is more costly than the installation of sheet goods. Therefore the additional removal, which was not necessary, was forgone to supplement the additional install cost of the laminate.
  
  Servpro did not perform the mitigation of this loss. Once construction begins, we proceed in good faith that all areas that were affected by the water have been tested for asbestos and removed. Since these areas were not removed during the mitigation phase there was no reason to assume that (1) there are additional layers, and (2) these layers have been affected by water.
  
  -Concerning the refrigerator, the unit, to begin with, is too large for the size allowed by your cabinet configuration. Refrigerators need air flow for the coils to perform properly, and there is almost no room for airflow. This can cause accelerated condensation. When the refrigerator was reset, the collection pan was out of adjustment. This caused a small amount of water to leak from the unit. Upon learning of the leak, Servpro removed the refrigerator from its location, the flooring under the refrigerator was removed, the area was checked for moisture and determined to be dry, the flooring was replaced, and the refrigerator was reset. A third party appliance contractor was hired by *********************** to re-align the collection pan. I received a copy of his invoice from you on July 5th. The invoice for $297.19 was shown as a customer credit from *******'s Appliance and applied to your final billing.
  
  Hopefully, each item that you brought up has been thoroughly addressed. There were multiple mishaps throughout the duration of this project, including the leak from the refrigerator accumulation pan, and the incorrectly installed ceiling tile. Each of these mishaps had been taken care of and repaired/replaced in a manner that were satisfactory to you and your husband. Servpro fixed these issues with no additional cost to you beyond what the insurance had approved to pay for your repairs. Servpro has credited you the cost of the appliance service for resetting the refrigerator accumulation pan. There are no other credits that will apply to your repair project, as all other items of concern had been addressed and corrected to your standards as evidenced by the certificate of completion.
  
  Thank you.

  Customer Answer

  Date: 11/16/2023

  I have made 2 additional payments in good faith- these payments are for storage and cleaning only- they are not for the actual work because I am being charged for work that was not completed (see attasments and wrk that was not done correctly.  See attachments.  I have completed the payments Invoice 19-4205 in the amount of $5,127,38 and receipt number 19-4658 $933.61.  AT this time I would like to move forward with a discussion about the rest of the money that Serv Pro states we owe them.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20812968
  
  I am rejecting this response because:
  Please see my previous comments and attachments.
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/22/2023

  Hello ****************,
  Can we arrange a day and time for you to come to our office so we can discuss your complaints and hopefully reach a resolution? Our office is located at ********************************, just east of Downtown Spokane. We do want to reach a resolution that is satisfactory to all parties and the best way to ensure that this happens is for all of us to meet and discuss everything in person.  The only people from SERVPRO attending this meeting will be our General Manager who is also one of our owners, *****************************, our *********************** Manager, *********************, and our Construction Field Superintendent *********************. Each of these individuals attendance & participation is vital in resolving this matter.  The other two individuals copied on my email to you will not be in attendance for this meeting, but they are also senior management and we are a transparent organization.
  

  As the Director of Sales & Marketing, one of my responsibilities is customer relations - I understand you are unhappy and I am reaching out to arrange a day & time for you & our senior management to meet to hopefully resolve the matters you are unhappy about. I am more than happy to sit in & help facilitate matters if you would like. 
  

  We want to come to a fair resolution without attorney's ****************, that is our only intent. You can invite whomever but we are not paying legal counsel fees. Again, we are trying to come to a resolution without attorneys but you can hire one if you would like. Again though, we are not paying legal counsel fees. 

  Please let us know if you accept this offer and if so, a day and time that works best for you and we will get it scheduled.
  
  We look forward to hearing from you and hopefully resolving this matter.
  
  Sincerely,
  

  
  

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20812968
  
  I am rejecting this response because: Greeting I am requesting assistance with mediation regarding the charges of our bill.  

  i have indicated that it needs to be adjusted and was offered a meeting between myself and multiple Serpro staff.  I will not pay for work that was not done and work that was done incorrectly.  The staff at ****** has been difficult to work with, disrespectful and unprofessional. As the customer and one that has experienced the trauma of a flood we were not treated respectfully. They have authorized sub contractor to come and work in our home that did a terrible job. I am requesting a party to look at all of our documentation, all of the issues and the fact that we still do not have a working kitchen.  We have been without a working kitchen for a year now.  We need resolution.  Our family has been negatively impacted by this and we are not able to stay in our home.  At this point I have made 3 payments to Serpro 0n 2/10/23, for $ 4,854.5311/20 for $ 5,127.35, 11/20 for $ 933.61.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/08/2023

  ****************,

  As per your request, we have requested Alternative Dispute Resolution (ADR) in the form of mediation via the BBB. This request was submitted on Friday, 12/8/23. The next steps in this process will be dictated by the BBB.

  Thank you. 

  Customer Answer

  Date: 12/15/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  X
  ____Mon. ____Tue. __X__Wed __X__ Thurs. _X___ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  __X__ Morning ____Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Regards,

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

  Customer Answer

  Date: 12/15/2023

  Greetings

  my apologies the only time that works for mew is on Tuesday's to mediate.

  Thanks

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

  Customer Answer

  Date: 12/20/2023

  I have received 2 emails from Serv ******************************** His approach does not appear to be in line with his agreement to mediate as he is not connecting with BBB to ask questions about when this will be scheduled but rather emailing me to either schedule the mediation or pay up.  I do not believe this is the correct process nor does it give me the impression that this business wishes to mediate.  I am not willing to pay for the work that was done by his company that was not correctly done. I will not agree to pay for the work that was not correct.  I have asked for a modified bill, I have made 3 payments.  I will not pay anything further until the bill is adjusted to take off any labor, material, supplies, etc. I have developed a timeline of events for mediation and ready to proceed.

  Please advise. 

  Thanks ***********************

  Business Response

  Date: 01/03/2024

  Hello,

  When can we expect to hear back regarding a date for mediation? Both parties have responded back to BBB and we have yet to receive any notice regarding a date being set - we would like to get this matter resolved as soon as possible.  Please advise.

   

  Thank you.