Complaints

This profile includes complaints for Servicemaster Of Seattle's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Servicemaster Of Seattle

  21220 87th Ave SE Woodinville, WA 98072

  
• 

  Servicemaster Of Seattle

  1240 Industrial Way Yakima, WA 98903-9567

  

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:01/16/2025

  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.

  Provided $40K in advance to have ServiceMaster mitigate a flood at our house on 12/18/24, while we were pending contact with our insurer. ServiceMaster has been disorganized, inconsistent and rude in spite of the huge amount of money we have paid them. In response to requests for additional information so we could provide our insurer with details for reimbursement, they designated their legal department to threaten us with interest charges even though they have not completed the job.

  

  Business Response

  Date: 01/17/2025

  Hello,
  When we were hired our contract was changed by the customer to be a self-pay contract. All language regarding an insurance carrier and claim was stricken. A copy of the changed contract is included for ************ per our standard operating procedure, when we work with a customer as a self-pay, we require a 50% deposit on the estimated work- this is outlined in our self-pay proposal as well. We collected an initial down payment on the mitigation estimate which was $20,000 and an initial down payment on the pack out portion which was an additional $20,000.
  
  In the email from 1.10.25 when additional information was requested the customer also requested the following Please let your boss know that we would like to hear from someone more capable of being respectful about finishing the work. As one of the customers is an attorney, ********************** had our General Counsel ****** ******* move in to continue all communications with the customer.  The only information we have not provided to the customer is the individual labor logs for each employee, that is employee sensitive information as it includes hourly wages paid to each employee. We do not provide this information to customers. We do provide simple hour logs when a project is a Time and Materials project, this project was a bid project and therefore hours are irrelevant. Converting to a T & M project would cause the cost to go up substantially and the customer insurance carrier would most likely not accept it.
  Our final Xactimate invoice shows an itemization of all services provided in the home. The final invoice amount for mitigation services did come in slightly under the initial estimate provided to the customer. I have attached a copy of the Xactimate itemization as well for reference.  This Xactimate invoice is what the carrier will want to review should the customer proceed with a claim filing. Xactimate is the current insurance industry accepted estimating platform.
  
  As of todays date, all mitigation services have been completed. ServiceMaster was not under contract to perform repair services in the home. As per the last email from ******, our penetrating meter showed the bottom plate in question had reached dry standard. We are more than happy to address any areas the customer believes is not dry. 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22822461
  
  I am rejecting this response because requested information is still not provided. I excerpt the email from the insurance adjuster, who is our agent for payment below. Once the information requested is provided, we can evaluate payment.

  From: ***** *. Butler <*****************************>
  Date: Fri, Jan 17, 2025 at 7:14?AM
  Subject: Fw: USAA Flood Claim # *********-801
  To: ************************************** <**************************************>
  CC: Rump Shaker <****************************>, ***************************************** ******* ****** <******************************>, ************************************* <*************************************>
  
  
  Hi ******* -
  
  This serves as a follow up to the email below and my text sent on 01/11/2024. 
  
  As of this email, I have received the following mitigation documentation:
  Initial Estimate (Invoice SOS24-3129-WTR-EG; Totals $39,466.64)
  Photo Report
  Updated Estimate (scope report; totals $27,197.70)
  2024-21-31 Dry Report
  2025-01-03 Dry Report
  Dry Report - ****** Family
  Dry Report - ****** Family (1)
  Dry Report - ****** Family (2)
  I am requesting the following additional mitigation documentation:
  Copy of the signed contract w/ the Policyholder
  Invoice reflecting total Mitigation Services charges; to include amounts paid to date. 
  An Xactimate prepared Line-by-line breakdown estimate for demolition (removal/disposal of non-salvageable building materials), clean up, structural drying (equipment use), and sanitizing.
  Other documentation supporting clean up, structural drying, and sanitization (diagrams, moisture map, images) of the building interior.
  The requested documentation will help account for the cost to structurally dry salvageable insured building materials, as outlined in ****'s Structural Drying Guidelines, Bulletin W-13025a, and will assist in preparing our claim adjustment for the mitigation portion of the ******** flood claim.  
  
  
  Please provide the requested documentation as soon as possible.  If you have any questions concerning the content of this email, please contact me at your earliest convenience. 
  
  
  Thank you. 
  
  
  ***** A. ******, CPCU, AIC, ANFI, HCI R/C, AIC-M, ARM, ERM, ****
  Flood General Adjuster
  NFIP Registered Adjuster
  FCN: 0006070081
  WA License # **********
  CELL: ************ | EMAIL: *****************************

   

  
  Sincerely,
  **** ******

  

  Business Response

  Date: 01/28/2025

  Hello, all requested documents were submitted via email to the adjuster on January 24th. Please contact us if any additional questions or concerns are outstanding. 

   

  From: **** **** <**************************************************************>
  Sent: Friday, January 24, 2025 10:47 AM
  To: *****************************
  Cc: ******* ********* <*******************************************************************>;****** ******* <*****************************************************************>;******* ******** <******************************************************************>
  Subject: RE: USAA Flood Claim # *********-801
  
  Good morning *****, 
  
  Attached is the sketch for this project.  We will review lines 3 & 4 and follow back up.    Thank you. 
  
  **** ****
  Chief Administrative Officer
  ServiceMaster of Seattle
  ******************************************
  O: ******************** | C: ************
  
  THIS MESSAGE CONTAINS CONFIDENTIAL PROPRIETARY AND TRADE SECRET INFORMATION. It is intended only for the use of the individual or entity to whom it is addressed.Any dissemination, distribution, disclosure or copying of this information without permission is prohibited by law.  If you receive this communication in error, please immediately return this email to L & M Services **** at the above email address and delete from your files
  
  
  
  From: ***** A. ****** <*****************************>
  Sent: Friday, January 24, 2025 9:12 AM
  To: ******* ********* <*******************************************************************>
  Subject: USAA Flood Claim # *********-801
  
  
  Good Morning - 
  
  This confirms receipt of your mitigation package.  Thank you. 
  
  I am requesting a copy of the floor plan (diagram/sketch) used to calculate variable charges in each room.  
  
  Also,in reference to line item 3. Water Extraction & Remediation Technician -after hours, the estimate already includes per square foot pricing for Water extraction from hard surface floor - Cat 3 water. Please provide documentation supporting water extraction & remediation costs above the amounts being charged on a square foot basis in the estimate.   The insurance provider typically will not accept such charges on an hourly basis.  These charges must be calculated and broken down on a square foot basis, per room. 
  
  This also applies to line item 4. Cleaning Technician - per hour.  Please support the ***** hours for various cleaning, excluding car washing, on a per square foot basis, per room/area. 
  
  Let me know if you have any questions concerning this email. 
  
  Thank you, in advance, for your prompt attention to this matter. 
  
  ***** A. ******, CPCU, AIC, ANFI, HCI R/C, AIC-M, ARM, ERM, ****
  Flood General Adjuster
  NFIP Registered Adjuster
  FCN:0006070081
  WA License # **********
  CELL:************ | EMAIL: *****************************
  
  
  ____________________________________________________________________________________________________________________________________________________________________
  

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22822461
  
  I am rejecting this response because not all materials have been submitted and because there are issues that have yet to be resolved, specifically property that was damaged by ServiceMaster during their work at our house. Thanks.  

  

  Business Response

  Date: 02/03/2025

  We are unaware of any other items being requested at this time or concern of damaged items. We will have our General Counsel ****** reach out to you directly to gain additional information so we may continue towards resolution.