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Complaint Details
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Initial Complaint
02/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I needed some carpet and two couch cushions cleaned. In addition, there was a 4x6 foot section of padding under the carpet to be removed and replaced. I contacted Servpro of North Tempe and asked for an estimate. I told him **** square feet of carpet for cleaning, two couch cushions, and the replacement of the padding. He told me less that $**** for the whole job. They came out, measured, and cleaned the carpet. Their measurements came out at less than **** square feet of carpet (versus the **** I told him). He then billed me for $990.40 for the cleaning plus another $750 for the replacement of padding. The job *was* scheduled. It was not an emergency service call. However, I was charged $204.70 for an "emergency service call". I pointed this out, and was told all their jobs get this fee. If they charge it for all their jobs then why is it called an "emergency service call" fee?If he'd told me the padding install wasn't included in that estimate I would have gotten additional estimates. I can certainly understand how an estimate may not be the same as the final price, but in this case they neglected to mention in the estimate their fees that they knew they would be charging me. The estimate wasn't wrong because the job was different than I had told them. The estimate is wrong because they didn't tell me about the separate additional charges and fees.I think that at a minimum, I should be refunded the emergency fee. It feels like bait and switch to lock in the work.
Business response
02/15/2024
We have been in communication with Mr. *** regarding his concerns. We expect to come to an agreement as soon as we are able to have more of a conversation. We intend to remove the service call charge and provide more information on the carpet pad billing.
We are having on going conversations with Mr. *** to successfully address these concerns.
Initial Complaint
07/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
SO THEY ARE TRYING TO CHARGE US FOR WORK THEY NEVER PERFORMED I AM WILLING TO PAY FOR THE WORK THAT WAS COMPLETED BUT THEY CONTIUE TO OVER CHARGE **Business response
07/19/2023
This is related to cleaning the customers floors. We submitted pictures to document that we did perform cleaning on the flooring. We are now escalating this matter to a manager who has reached out to the customer to try and resolve the situation.Initial Complaint
06/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
"BEWARE" Significant concerns of privacy and business ethics. At 12:16 and 12:30am our fire alarm went off. We were contacted by our alarm provider to ensure everything was OK. We concluded the fire alarm was going off in error and it was a false alarm. The *************** never came out and any possible dispatch was canceled by our alarm provider. At 8:11am the same morning a sales person named **** with SERVPRO came to our door. SERVPRO is a fire/water restoration company in which we have NO relationship. **** proceeded to let us know he was aware our alarm went off and wanted to know if his services were needed. We told him no, false alarm. He gave us his personal business card and left.... Concerned for our privacy, I contacted our security company and was assured our information had not been sold. I called **** the sales rep and his manager **** with the local SERVPRO. Both refused to tell me how exactly they received our details. I was told our information was not sold but collected by their marketing department through social media. **** refused to help or comply with my questions and concerns. Nothing was ever posted on social media and the fire department never came to our home. I contacted SERVPRO's corporate office ************ out of ********* and spoke with a manager *********************. **** said he had no idea how our information was collected and there is no corporate policy allowing private information to be collected in such a manner. He said it doesn't sound like an ethical marketing practice and could be a stand alone practice of this franchisee. This seems like an intrusive and tactless sales approach. I would never use this company EVER!!!Business response
06/25/2022
I am sorry to hear about your experience. Our office received a notification from an online notification center that is triggered when a local fire alarm is activated. Your information was not bought or sold, and we did not violate any solicitation rules or local ordinances. We understand you are put off by the response of our staff to your home, we apologize for this. Our intention is to respond to the need of homeowners when their property is damaged by water or fire. Tell us why here...
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.