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Complaint Details
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Initial Complaint
09/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am writing to formally lodge a complaint against Service Master regarding poor service and unresolved issues related to repairs conducted on my home. In February 2024, following a flood in my home, I engaged Service Master to perform repairs through my homeowners insurance. ******** provided me with $10,725 for repairs and living expenses. I was informed by Service Master that my portion for the work to begin was $6,700, which I paid promptly.The repair work was completed in May 2024. However, shortly thereafter, I noticed that the cabinets they installed were cracking and chipping. I promptly contacted ***, the Project Manager, providing him with pictures of the damage. Unfortunately, he did not return my calls or respond to my messages.Despite my efforts to communicate with the company regarding these issues, I received no response. On August 26, 2024, I was contacted by ***** from Service Master, who informed me of an outstanding balance of $5,767.70. I was shocked, as I had already fulfilled my financial obligation based on the terms outlined by my insurance.I expressed my refusal to pay any additional amount, especially considering the unacceptable quality of the work completed. I questioned why this balance was not addressed prior to the completion of the work. ***** suggested a payment plan of $500 per month, which is beyond my budget. After negotiating, we settled on a potential payment of $300, but only if the necessary repairs were made ************ my surprise, I later received a promissory note for the $300 monthly payments, which included $1,585 in interest, bringing the total balance to $7,353. I refused to sign this note, as I was never informed of any additional payments beyond my initial $6,700.I firmly believe that Service Master has not only failed to provide adequate service but is also attempting to charge me for costs that were never communicated to me initially. I am seeking your assistance in addressing this matter,
Business response
09/24/2024
To Whom it May Concern,
We have reached a resolution with the customer, ******* *******. Below is the current status of the account based on solution agreed to by the customer and **********************:
"******* started her payment plan last week. I have attached the signed promissory note and her payment schedule, which I will upload to Docs under the Payment Plan folder for reference. She provided us with her card information so we may process the monthly payment.
I submitted a credit request for $251.01 because there was an error when I sent her an invoice. I spoke with ******, and we both agreed that we should honor the amount and move forward. Per our payment agreement, the lien will remain until the job is paid in full. Also, we will waive the lien fees of $348.00 if the balance of $5,169.69 is paid in full within a year."Please let us know if there is any further information that is needed on our end to close this complaint. Thank you.
Initial Complaint
02/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We’ve been dealing with a mold remediation process. Our insurance has been waiting on them for almost weeks now to move forward with our claim. They have been unresponsive to both us as clients and Allstate. One of the workers told my wife she needed a signature to remove equipment and finish process. She had a smart phone that captured the e signature. I received an email with my wife’s signature on a document stating that we were satisfied with their services. That is NOT what the lady told my wife she was signing. We are NOT satisfied with their services. We are still waiting for them to finalize our home insurance claim. It’s been almost 4 weeks.Business response
02/18/2022
To Whom it May Concern,Thank you for bringing this issue to our attention. Our Production Manager, **** ******, contacted the customer on February 17 to discuss this matter in detail. We are working with the customers to address their concerns and find a solution that is acceptable for all interested parties. We will continue to monitor this issue as we work out the details of a resolution with the customer, Mr. ******.Customer response
03/07/2022
I am rejecting this response because:
Their employee absolutely falsified records when she had my wife attest to a satisfaction document with the false pretenses of needing her signature to remove the equipment that was still at the home. The worker then put a blank phone with an electronic signature pad in-front of my wife to sign. Moments later I receive an email with the e document pertaining to full satisfaction with Servicemasters services. We were and aren’t satisfied with your Somerville’s. Not now and not than. That is absolutely falsification of records and to this day that has not been addressed.Furthermore the gentlemen that called me who was noted in the previous response. Replied to that issue with, “of course, if you weren’t satisfied why would you sign that.”Business response
03/08/2022
To Whom It May Concern,
We sincerely appreciate the feedback that has been submitted by the customer. ServiceMaster takes any customer complaints and criticism very seriously. We also accept responsibility for the customer’s lack of satisfaction for the work provided at his home. ServiceMaster is working with the customer’s Insurance Carrier to find an amicable resolution to this issue and are hopeful that the solution will be acceptable to all parties involved. Thank you.
Initial Complaint
02/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had a water leak in our upstairs bathroom in March of 2021. Service Master said the job would take about six weeks to finish. And cost about $26,000 It is now Feb 2022 and the job is Not complete! We had to have our hardwood floors on the bottom floor be redone because they Damaged them! The job was almost done. The floor contractor did an amazing job. Service Master moved out furniture back into our house and damaged our floors!!! Now it’s very difficult to be able to talk to the COO OF SM. His name is *** *********. I have the cost to fix the floors,move our furniture, store furniture, remove and re install quarter round,paint baseboards and quarter round,clean and a place for us to stay until all of the work is done. It is going to cost almost $30,000. I hope you can help us with this. Thank You. ******Business response
02/10/2022
Thank you for your feedback regarding this issue. ServiceMaster by Benevento is committed to providing excellent customer service and we take all criticism very seriously. Your feedback has been reported to the appropriate parties and we will be contacting the customer to remedy the situation.Initial Complaint
11/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Our house got water damage in July and we were relocated to a hotel . Black mold had been found and my cabinets were water damaged . I’ve been told by Service masters that they would have my house done by aug , then Sept , then oct now it’s December . NO ONE has come to finish my house including the small stuff . I’ve talked to the lead and all he tells me is sorry there are people worse than you . It’s been 5 months .Business response
11/29/2021
To Whom it May Concern,We have had some delays in getting the cabinets built prior to installation. After speaking with our management team, it looks like we will be begin installation on Wednesday, December 1st with a tentative completion date of Friday, December 3, 2021. Our customer service representative has also been in touch with the customer to discuss her concerns.If you have any further questions or concerns, please do not hesitate to contact me at your earliest convenience. Thank you.***** *****ServiceMaster by Benevento******************@smcbenevento.comCustomer response
11/29/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.