ComplaintsforServpro of Denver East

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a complaint on the Littleton office when it was the ************** The Littleton office helped me to get it resolved. Servpro will be coming out on the 18th to fix the problem. I couldn't get the ************* to respond and my insurance company hired Servpro so I didn't know which office.

  Business response

  08/09/2023

  We are very happy to help get the issue resolved.

  Customer response

  08/18/2023

  The complaint to Servpro has been handled and done to our satisfaction.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a water leak due to a hot water heater going out. I cleaned up all the water and replaced the hot water heater. My husband had a lung transplant and they suggested calling a company to make sure all the water was dried out in the walls. Survpro came out and set up dehumidifiers. They did a good job drying out the walls. My problem is after they were done, they tore out part of my carpet that was stained and the carpet on top of the crawl space door plus the mop board and said they would be back to fix it. That was five weeks ago. My husbands exercise equipment is down there and we can't get to it for him to use.

  Business response

  08/09/2023

  I just spoke w/ ***** - she has the "wrong" franchise. Explained who.. and that I'd call that owner to let him know. I also asked her to correct/void her complaint against our franchise. I just spoke w/ the other franchise owner, he will give her a call.

  thank you,

   

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Svc Dt: May 12 Sump Pump Failed, Flooded Basement USAA Claim Made claim the evening of Thursday, May 11th, was contacted by ServPro (**********) about 8:30am on Friday the 12th. Had crews over in 45 minutes.**** mentioned that I likely would have a $10k limit through insurance, the ******* would make determinations of what would be needed, but I "was probably looking at around $3k." Once the ******* arrived, I let him know **** thought it would be about $3k. He said "yeah, that sounds about right."The job was straight-forward. Water extraction, all carpet, padding, floorboards and vertical door trim came out. The bedroom had gym flooring, the entire room was untouched. 19 fans and 2 dehumidifiers were placed. They came back on Monday mid-morning, the worker let me know no moisture in the walls, no tear out, no asbestos testing and said "you were under 72 hours, so not even 3 days."Then comes the invoice. Received it from USAA at 5pm on Friday, May 19th, for $6,967, 230% over ****'s estimate. I immediately called **** and left a message with his office. Monday, no contact, I called the office and **** was "out in the field." No call, so called on Tuesday morning, irritated that he had not called me and left yet another message. No contact, not even a simple "I received your message and I will absolutely look into this for you in the next few days." I texted **** at 6:05pm and he immediately called me.Ultimately USAA worked with ServPro Denver East and the invoice, having numerous embellishments and straight up non-completed work on it, was lowered to around $4,423. The invoice as it stands today is still inaccurate (ie. 3+ days was charged for the equipment, but it was clearly less than that).

  Business response

  06/06/2023

  ************** and I spoke after receiving his email yesterday morning, where he conveyed the same concerns. He complimented my crew and the work we preformed at his home. In regards to the billing we used standard billing as required by our contract with his insurance company,  and yes that was higher than quoted over the phone. Not every water damage is the same and there are always unforeseen circumstances, the amount was an average estimated loss over the phone quote. I believe this was where the miscommunication happened. We did however work with the adjuster regarding a few line items and the total bill was adjusted and the insurance company paid that new balance. As for the statement that the billing is incorrect for the equipment, I have proof of runtime as all equipment is logged in/out of our system along with location. 

  As for his biggest issue of waiting for a return call from our ** ****, ************** called multiple times over a two day time period and **** was in the field looking at other losses from the recent heavy rains our state has incurred. **** finally spoke to ************** one evening and the conversation went to the defensive by both parties, with comments that were most likely over the top.  

  I apologized that his experience with the ** was not our best as this is never our intent, I did have a conversation with **** and he did say things got heated and this was not his best moment. We receive very few complaints about **** and he has been with our company for 21 years and this may be his 3rd ever. ************** eluded to **** being fired and when I asked if this is what he thought was the best solution to making him happy he told me no, but this is what his company would do. I again ask what he thought would make him happy and his response was that I should just make it right. I understood this to mean we should do the work for free. Unfortunately, that would make me in breach of contract with his insurance company.

  Again we never want our customers to be disappointed with the service we've provided, nothing was intentionally done maliciously and I have apologized for the situation.

  Customer response

  06/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is in line with what I figured would be *****'s response after my conversation with her. While some of what ***** wrote in her response is correct, there are some embellished facts as well as rediculous assumptions (ie. "he said to that he would like me to make this right, which meant/i interpreted he wanted our services for free.") Of course I do not believe this should have all been free, what I asked ***** for was to make it right, whatever that meant to her, but let her know to make it right financially and have the final invoice be accurate.

  Ultimately I was quoted $3,000 and was billed for $6,950.  Yes, after USAA let them know that was a rediculous invoice, then they came down to $4,400. But the invoice as it stands today is still not accurate. For example, ***** states she "has all of the documentation the equipment that was placed and hours used." These were setup after 12 noon on a Friday and picked up prior to noon the following Monday. Yet, we were charged for over 3 days. The gentleman who picked them up even stated, unsolicited, "you're all good, under 72 hours so not even 3 days."

  This particular branch of ServPro, regardless of the other "750 customers" they have worked with during this rain event, took advantage of me in this situation. They figured "it's an insurance claim, so nobody cares what we charge and we'll just throw in some line items of things we didn't do (furniture moving, anti-microbial spraying, etc). Now I am much more out of pocket for a service where you hope you can trust what they are doing and what they are charging for. IF **** truly meant "$3,000 is an average," than ours should have come in at the average or below. **** knew exactly what had happened (our sump had failed), thus it would be grade/level 3 or whatever they call it water, so all carpet and padding would need to be removed, and still said $3k. Nothing else out of the ordinary came up, in fact when ***** and his crew went downstairs to see it at first he said "oh, this isn't too bad." My wife and I moved all of the furniute ourselves, pulled up flooring in the bedroom ourselves, all to ensure we stayed within the budget.

  Ultimately I am accepting a resolution, because it's evident that ***** is happy with the outcome and she's "been paid by insurance." I knew from the first 2 minutes of speaking with her that she will be unwilling to do anything else than what USAA negotiated with them, so why go back and forth? My financial loss, and a great ****** for me and many others moving forward. I have let USAA know about this branch, have let my neighborhood know and will be content never using this branch again.

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