Complaints

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I incurred wind damage to my roof in January 27 2021 which caused a leak so there was damage to the kitchen and bedroom hired Servpro all work was done by licensed professional until it came to the roof which was blackjacked by an employee even though they were paid to replace a portion of the roof but it was blackjacked which leaked after the first rain causing the same damage which occurred in November 2021 they did send out migration team to dry out and nothing has been done since then

  Business response

  11/10/2022

  This original contract had been completed. In the original contract, the line item in the construction contract was only for a temporary patch, not a repair. An estimate was required as well as insurance company approval for the repair. Estimates and change orders were sent for approval. The insurance company delayed the approval of the formal roof repair before inclement weather arrived.

  Remedy: I suggest that ************** contacts her insurance company in order to receive the additional funds in order to have her roof is repaired.

  Customer response

  11/14/2022

  I am rejecting this response because:Servpro was paid to replace not repair the roof by a roofer which was not case they had a employee do a patch job which wasnt what they were paid to do the project manager for my job was **** who told me a roofer would be doing the repairs **** no longer works for the company I have the documentation for the job and text messages 
  

  Business response

  11/14/2022

  This is incorrect. 

  On the INITIAL estimate, it was priced only for a patch only. There was a supplement to the initial estimate for the repair of the roof which was generated only after SERVPRO had a professional to come inspect ****************** roof. This supplemental was sent to ************** and the Insurance Carrier State Farm. During this time the remaining repairs continued. State Farm did not respond to the estimate after many attempts with the adjuster, when the adjuster finally reviewed it, the quote had expired. SERVPRO then had multiple roofers to come give bids to replace ****************** roof. Which again, were submitted to State Farm. SERVPRO has not heard from ************** nor the Insurance Carrier State Farm for additional funds to replace/repair ****************** roof.

  Please find attached a screenshot of an email dated 5/18/2022 of the three bids sent to *********************, the adjuster for State Farm.

  I truly feel for ****************** plight, however the original contract is closed. There are no additional funds to complete her roof. Again, I suggest that ************** contacts her adjuster ********************* for the additional funds. 

  Customer response

  11/17/2022

  I am rejecting this response because:

  servpro project manager **** was supposed to have a licensed roofer repace a portion of the roof im aware it was to be a bid item according to the paperwork when i communicated with **** via text message he stated that the roofer would be at my home to do the work needed i was at work while said work was being done upon looking at my security camera i only saw **** when i inquired about him being a licensed roofer i got no response so fast forward October first rain and i wake up to the problem that was supposedly corrected contacted *********************** an employee of servpro he contacted a roofing company to tarp the roof and the removal of the drywall fixtures so nothing is being done no communication from servproso they schedule an appointment to see the property ************************* ************************* RobCarpenter that was in May so i ask the servpro group if it was only a temporary solution why would state farm pay out ********* to have it ruined and danagad again within 2 months of course no one had an answer foto that question yes ************************* did have a roofer company come and inspect the roof only one company that i am aware of i have only spoke to ************************* once servpro refuse to take accountbilty even the addional damage caused to the roof when the roofing company naited drilled to keep the tarp in place instead of using sandbags which i heard the servpro group saythey bwould accept the responsibity 

  
  

  Business response

  11/17/2022

  I will address each of these items.

  1. The initial bid was just to temporarily patch ****************** home. Not repair. This temporary patch was scheduled by Servpro.

  2. A roofer was required to bid the additional tear off and extensive repair of the roof.

  3. Additional funds were necessary for the repair of the roof, and bids we submitted to State Farm.

  4. A temporary cover was also added to ****************** home to prevent additional water from coming into the home while State Farm was approving the roofing bids. In order to securely attach the additional temporary cover, it required to be attached to the structure to prevent damage to property and injuring any public if severe weather was to impact the temporary covering. The location of attachment would be fixed at the time of roof repair/replacement.

  Again, ************** needs to speak with her Insurance Carrier regarding the additional funds to complete her project.

   

  Customer response

  11/18/2022

  I am rejecting this response because:Servpro started the project in May through out the process of working on the property I repeatedly asked when was the roofer coming always being assured hes coming I was contacted by Servpro accounting asking about the final payment I explained to them that the work was not completed the next day **** text me telling me that the roofer was meeting him at my house to get the roof done I was never informed that **** would be doing the work until after the fact and he was blackjacking the roof I found that out when my property was leaking in the same exact place if a licensed roofer was on site as promised the outcome would have definitely been different 
  

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