Complaints

This profile includes complaints for ServiceMaster Recovery Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

ServiceMaster Recovery Services has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ServiceMaster Recovery Services

  2215 S 162nd St New Berlin, WI 53151-2203

• 

  ServiceMaster Recovery Services

  3208 S Us Highway 51 Janesville, WI 53546-8910

• 

  ServiceMaster Recovery Services

  3410 Dewey St Manitowoc, WI 54220-5988

• 

  ServiceMaster Recovery Services

  1040A Hockridge St Marinette, WI 54143

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:03/03/2025

  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.

  Please read the enclosed documents.

  Business Response

  Date: 03/03/2025

  This message has been directed to us in error. The customer did business with ********************** out of New Berlin, WI. 

  Business Response

  Date: 03/03/2025

  Please note, this message has again been directed to us in error (this is the third time). ServiceMaster DSI did not provide service for this customer. The customer most likely did business with ********************** out of New Berlin, WI. 
  

  Business Response

  Date: 03/28/2025

  Please see attached letter for response. 

• Initial Complaint

  Date:09/05/2024

  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.

  On 7/2/24, our cat flooded a portion of our house. ServiceMaster came out for the clean-up process. It took 10 for them to dry out the floor because it was only partially removed. After two no-shows (and a hotel stay since it was unbearably hot) they finally removed more flooring and took the machines on the tenth day. When they showed,I had to run fans to get the smell of weed out of my house from the workers who were in and out. A month went by and we heard nothing. Our project was handed to someone else and half the items needed to be done were forgotten so we had to start from the beginning. A pod was to be ordered to hold our furniture for the restoration. Two months pass half my house is still missing flooring. We are still walking on splintering sub-floor and stepping over multiple ***** strips, with a crawling toddler and kids. Finally they called back and asked if the painters could come tomorrow at 7am. YES! - but no pod. The job was scheduled for four days (we found this out when the painters said they were coming back at 7am) More unexpected time off work. Waking at 5am to move furniture so the walls would be accessible. Our bed was too heavy for us to move by ourselves, so the 4th bedroom wall? Not painted. Closet? Not painted. A few days go by and I went to grab groceries from the garage freezer... it was unplugged - never notified us or plugged it back in. Everything spoiled. My rugs they took months ago? Five different phone calls to try and FIND them and ask for them back. They dont know why we weren't given them back. I took off work for the rugs to be delivered today - no showed again- they sent the guy to another job. We are FINALLY on the calendar to get our flooring installed on Friday the 13th but they will not move our furniture back into our house until some time the following week, since this is a Friday and they will not do it on the weekend. Back to planning accommodations for three kids, three dogs, and two cats

  Customer Answer

  Date: 09/05/2024

  My apologies - the correct two businesses are: 

   

  ****************
  NEW BERLIN, WI 53151
  LICENSE NUMBER: 3825

  And 

  *************
  ***********, IL 60047
  LICENSE NUMBER: 8100

   

   

  Business Response

  Date: 09/25/2024

  I have contacted the customer to find out about the poor service and am doing an internal analysis of our service delivery which currently is not acceptable per the complaint.  Per the complaint of the ** (MP) not calling the customer back we are looking at his cell phone which tracks all incoming and outgoing calls along with our answering service who tracks all calls from clients in and out.  They are in the processing of pulling all phone messages from July 2nd until the duration of the job so we can confirm calls were made per the conversation that i had with the client.  Per the complaint about marijuana being smoked in the truck one employee is no longer with us and the other is subject to monthly drug testing to confirm it is no longer in his system and we are taking corrective measures in training on the dangers of marijuana use.  I would like more information on how they would like a resolution. The scheduling and no show is being addressed and confirmed when crews were suppose to be onsite.  SM can not guarantee a specific times but gives both am and pm times ranges.  I have apologized for the poor service however this is really new to our organization as we have never had a poor service delivery. 

   

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

• Initial Complaint

  Date:09/20/2023

  Type:Billing 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.

  Company made threats to me regarding how my household was on the market for sale and that they would try to financially damage me if my insurance did not pay them. The receptionist, the location manager and their project manager(***********************), made threats suggesting that if my home was on the market they would financially squeeze me through works of a lien or collection when they are supposed to solely work with my insurance company as we directly went through our insurance for restoration work needed to be done on our home. The company Servicemaster was contacted and agreed to the scope of work. The company worked on an unreasonable timetable waiting 6 months to start work on a project that was initiated in February and started in July. In the process of moving forward with the project, they went through three different project managers confusing and conflicting the timeline as well as given different scopes of information.

  Business Response

  Date: 09/20/2023

  We will have a formal response once all of the facts/Job Notes have been gone through to confirm this complaint. 

  Thank you

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

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Business Response

  Date: 09/22/2023

  Response to BBB **mplaint
  This response will address the listed issues separately.
  
  The following is a timeline that shows events and communications that occurred during this project.  There was never a complaint regarding any of this until we requested final payment.
  
  3/20/23.   Job received by **nstruction dept.
  3/31/23.   Preliminary scope for repair was sent to the adjuster
  There was a leak that needed to be fixed prior to repairs being able to commence
  4/11/23.   Customer confirmed the leak was fixed.
  4/13/23.   A revised scope was sent to the adjuster
  4/24/26.   Adjuster spoke with estimator with a request for photos which were promptly sent.
  4/26/23.   Spoke with adjuster regarding the claim and the scope
  5/01/23.   Adjuster was still reviewing the scope but had questions
  5/02/23.   Estimator left message for adjuster if the scope has been approved no response
  5/03/23.   Estimator left message for adjuster if the scope has been approved
  5/3/23.     Adjuster approved scope
  5/3/23.     Insured (**************) confirmed he wanted to go forward using ServiceMaster
  5/3/23      Estimator explained he would compile vendors and subcontractors to secure bids and would call customer the following week
  5/12/23.   Estimator emailed adjuster with pricing info from HVAC ** and the need for a supplement.
  5/18/23.   Estimator was still meeting subcontractors on site 
  5/18/23.   Estimator left a message with adjuster regarding HVAC approval
  Note without approvals, our hands are tied to move forward.
  5/22/23.   Estimator sent an email to adjuster as a 2nd request for HVAC approval
  5/24/23.   Estimator left a message with adjusters supervisor.
  5/25/23.   Adjuster sent estimator an email with information he had received from the insured on another HVAC company and phone number
  NOTE -       during all the communication- the insured never offered this same information to our estimator.
  5/26/23.   Estimator emailed insured with this information and that said HVAC company would now provide a bid to our company.
  5/26/23.   Estimator informed insured he was going on vacation but was hoping all loose ends would be tied up in his absence and that  a contract could be put together when he returns.
  Weeks of June 5th and June 12 were discussion and decision-making weeks between our estimator and the insured on how he wanted to make changes to the house from what was written in the scope.
  6/15/23.    Project Manager spoke with insured for introduction and explanation of hand off.
  6/19/23.    **ntract was signed (An exhibit B **ntract for repairs is a change order to the original **ntract for Services that he signed with our company on February 19, 2023.
  Worked commenced
  8/28/23.    Insured (customer). Signed the document required by the insurance company called Authorization to Pay (***) it states to be signed upon **mpletion of Services/Repairs.   Work was complete.
  9/22/23 Received communication from Adjuster that he is making final payment to the insured today.
  
  It is important to note that the insured, ************** was kept abreast of all communication that was taking place between our company and the insurance company.   The customer was made aware that delays in presenting a contract were due to needing information back and forth with the adjuster.
  
  2nd Insurance Work
  It is true that this is an insurance claim, but the contract was signed by the customer making him financially responsible for the work performed on this job.
  ************** gave permission for us to discuss the claim with the insurance company/adjuster, but we do not work for the insurance company.
  ************** was made aware that while he filed a claim, our contract for repair is with him, the insured not the insurance company.
  The insurance company made it clear that they were paying the insured, as the insured is their customer.
  The first check, called the *** or Actual Cash Value check was issued to the insured to use as funds to start the repairs work.
  The insured paid us $8,771.54 upon signing the contract with us to repair.
  The Exhibit B contract clearly stated that the balance was due at the completion of the work.
  Note that the Replacement value of the job (this is the depreciation hold back) is typically paid out once the insurance company receives the *** signed by the insured.
  This was sent to the adjuster.
  The customer is ultimately responsible for the payment whether he is paid by the insurance company or not.
  
  Lien Rights
  Lien Right were established in Paragraph Q in the **ntract for Services that was signed in February. Note that the Exhibit B **ntract states that all terms and conditions from the original **ntract for Services are in enforce by signing the Exhibit B contract.
  9/20/23.   Our **ntroller spoke with ************** when ************** called the project manager on his cell phone.
  She asked ************** to contact his insurance company regarding the final payment as we have not been successful in reaching his adjuster.
  She explained that we will not be able to provide ************** with a lien waiver if we are not paid in full for the job.
  She further explained that without lien waivers he may not be able to get a clear title to transfer to the new owners if he sells the house.
  This is standard business procedure.
  9/21/23.   We called and left a message for the adjuster
  9/21/23.   We called and left a message also for a supervisor at the insurance company.
  9/22/23 Received communication from Adjuster that he is making final payment to the insured today.
  
  
  
  Different Project Managers
  When the job first came into the construction department it was assigned to an estimator
  This estimator stayed with the entire job
  The initial project manager took a job with a different company, but this took place during the estimating phase and did not affect the timeline.
  *********************** was then assigned as the project manager and once the scope was approved, he called the insured and stayed with the project till the end.
  As described above, the delays happened due to communication and approvals with the adjuster.

  Customer Answer

  Date: 09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The controller threatened the lien hold on my property as a way to express intimidation as the company did not reach out to the adjuster. I was able to reach the adjuster the same day for communication and was told nothing was sent over by the company for any authorization or final approval. This company's communication is lackluster and they are only worried about getting paid. Forcing clients to do your work for you is not a way to conduct business. I also have proof of the project manager failing to make his scheduled meeting with me, the homeowner when it came down to signing paperwork taking me out of work to accommodate his tardiness. There's also proof of us going back and forth with pictures showing that the subcontractors and ****** himself failed multiple times to do their jobs, leaving supplies and tools and unfinished work causing more lapses in the timeline.
  
  Regards,
  
  *************************