ComplaintsforServpro of Fair Oaks/Folsom

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction is 10/20/21. ServPro employee ************************* ** lic. # ****** intially frightened my mother, who has stage 4 cancer and is on chemotherapy, with a $3,000 minimal **** for drilling, and removal of floor along with cutting into walls for mold amelioration due to her clothes washer overflowing. I interceded, and told ***** that we only wanted water vaccumed and removed. He worked for 30 minutes and charged my mother $350-$500. He did NOT remove all water and left her son, ***** to finish is poor work. *********************** left soaking wet towels in the broken washing machine, which continued to leak more water where he had just vaccumed. I called ************************* asking if he felt he had completed the job. ************************* then hung up on me. ************************* tried to overcharge an 82 year old woman. He promised to remove all surface water. He did not. He left after 30 minutes. He left wet towels in the machine. He hung up on me. Contact ***********************************************************//************

  Business response

  02/11/2022

  Dear ****************, 
  
  To respond to Mr. ******** complaint of *************************,Project Manager on that particular job. The Operations Manager, *************************** assisted him with the water loss. She was a witness to ***** explaining the mitigation process to ***** ******** mother, *******************. ***** explained to her, that if we needed to remove flooring throughout her home it was because all the flooring is the same. They would also need to pack her contents which were on the flooring that is wet that on the high side. She was told that it may cost up to $3000 not that it is a $3000 minimum. Then, ************************* proceeded to interrupt the conversation between the homeowner. ****************** told me that all he wanted was the removal of the water off the floor. ************************* was not going to pay more than $500.

  
  ***** explained to ****************** and the homeowner ****************** that the reason he want to remove flooring, baseboards and drill holes is because of the possible mold growth. If they left wet materials in the house,*******************, the homeowner will have mold in the future. ************************* then told ***** that he did not want any kind of work again other than removing the moisture from the floor. They then began to extract the moisture from the laminate flooring. ***** explained to him that they wont be able to get all the moisture out. Because there is water underneath the floor that needs to be removed in every time that you would walk on the floor more water would come to the surface. ************************* was insistent on just extracting the water on the surface of the floor. Once we got to the laundry room area, ***** picked up the wet towels that ************************* wanted him to do with them. He told ***** to put them either in the bathtub or into the washer that was broken.

  
  ***** explained to him that we would not be able to get all the moisture underneath the washer because they have to disconnect the washer, and then move it out of the way. After that, reconnect his washer which we charge for and it will exceed his $500. They removed all the surface water from the flooring, and ***** explained to the homeowner that there is no way for him  to get all of the moisture from underneath the floor unless we removed it. ***** explained it will continuously seep through the floor until the flooring is removed so that the excess moisture underneath the floor can also be removed.  

  
  After they were done extracting, the surface water they wrapped up our equipment and loaded it on our truck. ***** went back to my office, 15 minutes later, ************************* called the office and asked for him. ***** spoke to ****************** and he questioned the work that they had done. ***** explained to him that there is no way for him to extract 100% of the water if he cannot remove the floor. ***** also explain to him that in order for me to get 100% of the moisture from underneath the washer and dryer. So,  ***** will need to disconnect it move it out of the house extract the moisture and put it back which again will exceed the $500 limit that he put on us.

  
  ****************** then questioned ***** manhood and then started to cuss at him because he felt ***** did not complete the job to his standard. After ****************** insulted ***** and started cussing on him. ***** told ****************** to please not insult him and please do not cuss at him. ****************** continued to do both, so ***** then ended the conversation. In conclusion, they never billed *******************, the homeowner for the services that we performed. ***************** is incorrect when he says that the company charged his mother $350-$500. If you need any further information please do not hesitate to reach out. 

  
  

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