ComplaintsforServpro of Largo, NE St Petersburg, & Seminole

• Initial Complaint

  07/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Friday January 21, 2022, I contracted with ServPro of Largo to do water extraction, mold mitigation, and reconstruction to affected areas of a water leak that occurred in December 2021. The reconstruction consisted of drywall replacement, floor covering replacement, and painting. The original estimate was for $26978.64. ServPro required half payment to start the project. I paid $13489.32 and ServPro started the project on February 7, 2022. We eliminated some of the line item repairs because they were not covered by insurance. The new estimate was now $23,226.41. The project was finished on February 17, 2022. In general ServPro of Largo did a really good job, and we were pleased. Where we were not pleased is regarding billing and collection tactics, which we found to be very unethical. On Friday, March 11th I gave 2 insurance checks to Project Manager Rob G. The checks totaled $10,469.04. I had previously paid $13489.32. In all, including the 2 insurance checks, I have paid ServPro a grand total of $23,958.36. Project Manager Rob G. accepted the checks and told me that we were square, I owed no more money. I thanked him for his excellent service. He said that he hoped to never have to see me again, meaning no more water problems. We shook hands and that was it, so I thought. On April 14, 2022, Rob G. called me to inform me that we owed more money to ServPro of Largo. I reminded him that he had told me on March 11th that we were square. I told him that it appeared that ServPro accepted what the insurance company provided like most repair companies do. He said that this was not the case, and he would turn it over to Greenway Enterprises Inc., the owners of this particular ServPro franchise. I received no bills or phone calls from ServPro until May 17th. I received notice of a lien on my property for a whopping $22,171.63. According to their figures the project lasting 10 days for a 970 sq ft condo totaled $46,129.99.Billing & collection is unethical.

  

  Business response

  08/30/2022

  Business Response /* (1000, 7, 2022/08/08) */ We have reached an agreed settlement with the client to both parties satisfaction. Consumer Response /* (3000, 9, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) As soon as I receive the agreed upon adjustment from ServPro of Largo I will accept their response. *** ******** August 21, 2022 Consumer Response /* (2000, 12, 2022/08/30) */ I have accepted the latest response, received today from ServPro of Largo, Florida. *** ******** August 30, 2022

• Initial Complaint

  05/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Servpro of Largo has placed my account in collection twice. The first time they filed a lien for $13,000 of services that they did not perform. They then filed with Pinellas County that it was paid. It was not paid as the $ were never owed. They placed the account in collection on 4/29/22 a second time for non payment of the correct invoice. I never received an invoice until 5/3/22 and paid it on 5/4/22. I have made several requests for documentation of the emails/ invoices and have been refused. As a senior citizen, I feel that I am not being heard by the company and that filing two legal actions with refusal to provide documentation is harassing. I am requesting the emails and invoices that led up to collections but they are refusing to forward them to me. I question that the emails exist/ were sent. I would like the original emails forwarded- not screenshots. Thank you for your help!

  

  Business response

  05/25/2022

  Business Response /* (1000, 6, 2022/05/06) */ I am very sorry for the difficulties you have experienced in getting your claim resolved. I can assure you that nothing was reported by our office or on our behalf to any credit bureau which might affect your credit report. Your account has been paid in full and is closed at this time. I am very confused as to exactly which emails it is that you are requesting copies of, however I hope that this knowledge helps to alleviate your concerns. If I can be of further assistance please let me know. Consumer Response /* (3000, 8, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am continuing to request all of the emails and invoices that were sent to me. Servpro is saying that I was sent multiple invoices via email. If the invoices were sent, forward them all to me. I did not respond to the invoices because I did not receive them. Based on those emails , you had a lien filed against my property for $13,000+ of services that you never performed. Based on the second set of emails/ invoices, you sold my debt to **************************** who have threatened and harassed me. This is unacceptable treatment for anyone, but especially a senior citizen and woman. I have texts from 3/21/22 saying that the GM was working on correcting the original bill. This was at the same time that you were filing a lien on my property. This is not professional business practice. Business Response /* (4000, 10, 2022/05/16) */ Billing emails are sent through our ********** Online portal. Therefore, I am not able to forward sent emails. However, I have attached screenshots of the timestamps for when these invoices were sent. I hope this helps. I apologize again for the difficulties in getting this resolved. Please rest assured that your account is closed and we wish you all the best. Consumer Response /* (3000, 12, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am continuing to be harassed and threatened by the collection firm that you sold this debt to although I have receipts that it is paid in full. 9/13/21- My credit card on file with Servpro- never used. 3/14/22- lien filed by Servpro for $13,684.87 for work never done 5/3/22 - invoice dated 1/21/22 due 3/22/22received for $4465.95 received from Stone NOTE THAT SERVPRO HAD ALREADY FILED ONE INCORRECT LIEN 5/4/22- invoice paid in full with receipt and threat from Stone to reopen case as Servpro representative if I asked for information I apologize that as a senior citizen I am apparently not tech savvy enough to see how the invoices from both of these incidents were delivered through the Quick books portals? Where can I find the numerous invoices which you used to put my account in collections twice- when you had my authorized credit card on file. I need this information on both incidents for any further action that I need to take to protect myself.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/15/21, we had a flood in our condo in **************. The Condo Assoc called ServPro of Largo, who came took pictures & placed fans inside to dry up any moisture and lingering water. ServPro informed my father (we co-own the condo) that we would only be liable for charges that weren't covered by our insurance claim. We never received a copy of any contract or itemized billing. Two people from ServPro (David A. & Rob G.) came on two ocassions (12/27/21 & 1/21/22) after we called them for an update on our claim. We never heard back after that. We just received a letter dated 4/27/22 from an attorney representing ServPro - ******* ***** * ****** located in Houston, Texas saying that we owe $5,898.77 within 10-days or they will put a Lien on our property. He hung up the phone on me when I tried to discuss the situation. We never received a bill from ServPro and my father is a 90-yr. old, disabled (100% deaf) Veteran who is on a fixed disability income. ServPro did more damage than repairs and all of the floor boards are still damaged and not repaired. They used a crowbar to remove the boards and put holes in the sheet rock (after my father refused to have them replace all the flooring & kitchen cabinets). Further, we had to replace a damaged A/C Blower/Fan because ServPro left the unit on - even though it was standing in water & the blower shorted-out, costing us $850 to replace. The fans left on made the air inside 85 degrees and he could not safely stay in the condo. & ended up getting a hotel room for two days, costing $322. The energy bill which was normally $42 now cost $137.80 because ServPro said the A/C unit had to stay on 24/7 to take the moisture out. We were paid for out insurance claim but we haven't repaired the floor boads and items were damaged. ServPro never even filed their paperwork with the claims adjuster - who said they contacted them also and never heard back. We have pictures and documentation on everything.

  

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/05/06) */ Contact Name and Title: Peter P. - GM Contact Phone: XXX-XXX-XXXX Contact Email: ********@servprolargo.com I'm very sorry for any misunderstanding. Our office did perform services for this unit. We were told the owner does not have an email address and so copies of the invoice were mailed out as a hard copy. All documentation WAS uploaded in January to the client's insurance as a courtesy(A photo of the upload portal with the timestamp is attached), however as we have not received any response from the client or the insurance company the file was sent to our legal team for collections. This is the first time any mention has been made of a possible issue with the A/C system. The equipment used for dryout does take electricity and if that cost is a concern it should be taken up with the clients insurance company as well as the hotel cost to see if they have coverage for that in their policy. Our office would have been happy to provide repair services in addition to the provided mitigation work, however we do not have a repair authorization on file.

• Initial Complaint

  03/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On October 14, 2021 my mother had a backup with her toilet. I have had Servpro to her house a few times before for the same issue because she was having a plumbing problem with her house. My mother is 90 years old and does not remember things well anymore. I have paid them over $10,000 already and for the issue in October they are changing another $3089.46 along with another $1054.76 to a collection agency when I didn't even receive the invoice until January. I keep asking for an itemized receipt but they have not given me one. I attempted to speak to their collection agency and the man was very rude and told me to get a lawyer before he hung up on me. Ironically, the letter they sent to me states to contact them any time to negotiate in a polite civilized manor. My mothers friend was at the house when they arrived on October 14th and she had done most of the cleanup before they got there. This charge of $4283.25 is outrageous. I had to call several times to have them pick up the fans because my mother kept turning them off and they wouldn't go get them. I guess this is so they could change more for each day they were there. I feel they are trying to take advantage of my 90 year old mother with these charges. I didn't mind paying them for the times they were out before this visit because they actually did the cleanup but this time everything was mostly cleaned up before they even got there.

  

  Business response

  04/08/2022

  Business Response /* (1000, 5, 2022/03/21) */ I'm very sorry if the customer doesn't feel we are being fair with our charges. We use standardized pricing and always try to work with our clients as much as possible. I understand that her mother's home has had a number of issues, which is evident from the several sewage back ups that we have serviced. I don't know why they wouldn't have received this invoice when they received the previous ones as they were sent to the same e-mail address provided. Attached to that invoice is the line item breakdown of all the services performed. I have attached that here as well. If they did not feel that the bill total was fair, they could have reached out to our office after the services were completed so that we could try to offer some assistance. Unfortunately, the account was sent to collections because we had no response after so much time had passed.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On April 11th: Clearwater was hit with a severe rain storm. On April 12th: Late afternoon I walked into my living room and my carpet was squishy and my footprints were leaving wet marks in the carpet. At ten minutes after 5pm, I called ServPro of Largo, for help. The receptionist was sympathetic, most everyone was gone but she would send someone out. About 5:45 an elderly man and young worker arrived with 3 fans. I asked where the rest of the extraction equipment was, but this was "all we have on the truck." I asked them if they could lift up my carpet. They said no but probably someone tomorrow would. They left about 6:20. On April 13th: a friend in my building came early to help me. She called her service person who was in the building and came right away. About 9:30am. the ServPro mgr. and two other young men arrived as the new company was pulling up my dripping carpet pad. Water was approximately 7 plus feet into the room. Peter P., the mgr. said, "Mrs. ******, I don't see how we can possibly charge you for this." At this point the men took their fans and left. On May 17th: I received an itemized bill for $1,869.75 for equipment never delivered and work that wasn't performed. This inclued: measuring my living room, thermal imaging, extraction equipment, dehumidifiers, gloves and decontamination,etc. My neigbor who looks out for me often, witnessed much of this and wrote a letter for me, asking for a corrected bill. When there was no response I called the office, but my call was not returned. On June 17th: my son ******* (see above) got involved. There has been telephone conversations between he and Mr. P. but no corrected bill. I am now in the hands of a collection agency, ******* ***** *** ********** of Houston, Texas. I am 90 years old and feel very taken advantage of. Please help me. I do expect to pay something, but not the exorbitant amount they are demanding. I feel their initial fee for an after hours call of $395 is fair. Sincerely, ******* ** ******

• Initial Complaint

  08/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contracted with Servpro to clean up and reconstruct my condo after a sewage backup on May 7, 2021. On May 17, 2021, after meeting with the insurance adjustors, Servpro said everything was approved and they were going to begin the demolition and my home would be unlivable for 1-4 weeks. They immediately ripped out all my bathroom fixtures, baseboards, and flooring, and boxed up all of my possessions. Each week when I asked for a status update I was told they had insurance approval and would begin taking out the dry wall immediately. But they didn't do anything until 3 weeks later. I have now been forced to live in a hotel for 12 weeks, but they still haven't met with me about materials/colors or provided a revised estimate, even though they had me sign a Reconstruction Authorization form on May 25. When I ask for a time frame for when they will finish, they do not respond. I want the work finished immediately and a discount on my bill.

  

  Business response

  08/06/2021

  Business Response /* (1000, 5, 2021/08/06) */ Thank you for the opportunity to respond to this complaint. It is always our intention to leave our customers satisfied and to complete all projects in a timely fashion. I am very sorry if there were delays in completing the mitigation work for Ms. ******. While we currently have a signed repair authorization, we have not yet received a deposit for these repairs. This is required before we can schedule any repair work to begin. Further, our Project Manager advised her of locations to go in order to make flooring selections so that we can accurately revise the price of the final estimate. Unfortunately, we cannot confirm the final cost of the project without those material selections. Our Project Manager will be happy to meet with Ms. ****** again to go over any questions she may have. We will do what we can to expedite the start of these repairs once a deposit is received. Consumer Response /* (3000, 7, 2021/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) While the mitigation was FINALLY completed, I have not been given any instructions about where to go to choose materials to do the rebuild. At the end of May, the man from Servpro responsible for the rebuild was supposed to meet with me to go over materials, but he never showed up as promised. The first time I was told about the 50% deposit was a few weeks ago, but I have NOT received any instructions about where to go or how to choose flooring materials, I have not received a revised estimate, nor have I received a bill for the deposit. A representative from Servpro did FINALLY contact me today and they will be meeting with me on the property on Monday afternoon. Business Response /* (4000, 9, 2021/08/13) */ We apologize again that our Project Managers failed to follow up in a timely manner. We have moved Ms. ****** to the top of our customer list and pulled a crew off of other in-progress jobs to expedite the repairs. Pursuant to our meeting with the customer, repairs on her unit are schedule to begin next Tuesday 8/17. Material selections have been made and we have received the required deposit. Consumer Response /* (2000, 11, 2021/08/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) The job is still not finished, but I am hopeful that now that the General Manager is involved, the work will FINALLY move forward. I am going out on a limb and trusting that there will not be further delays and that the company will actually complete the job in a timely manner. I've got my fingers crossed and I am still not happy with the situation, but I would like to see the situation resolved once and for all. Consumer Response /* (3000, 16, 2021/12/17) */ Complaint: On 8/16/21, I accepted Servpro's response to my previous complaint, expecting they would move forward as promised to complete repairs to my home in a timely manner and adjust the bill. The General Manager did meet with me, and they provided me with a revised agreement for repairs, which I accepted (see Attachment 1). I was finally able to move back into my home, even though they didn't actually complete repairs until 11/3/21. Before they completed repairs, however, they sent me an invoice for 50% more than the revised agreement (see Attachment 2). When I questioned the amount of the invoice, the Project Manager responded that they had an old estimate in the system, and that they would never charge me more than what we agreed to (see Attachment 3) However, he also said they would be adding additional charges for electrical and for the bathroom vanity, which, although I have questions about these items, I did not argue. Unfortunately, I then received the final bill where these items were added to the incorrect bill (see Attachment 4), and included items I did not receive (only 3 bi-fold doors were replaced, not 4, the baseboard in the HVAC closet has not been replaced, and my master closet is NOT the same size as my living room)-authorized or not. I have emailed and telephoned the Project Manager, the General Manager, and the company owner trying to straighten out this issue, but no one seems to want to respond or correct the errors. I want the bill corrected so I can pay what I owe. I do not want to pay for services I did not receive. Desired Resolution: Billing adjustment Business Response /* (4000, 18, 2021/12/17) */ Good afternoon Mrs. ******, I'd like to apologize for any confusion or errors in regards to your final bill. We have not received any messages from you regarding there being any discrepancies. One of our representatives will reach out to you so that we can review the bill and resolve any differences. Consumer Response /* (3000, 25, 2021/12/22) */ I appreciate your intervention. Yesterday afternoon, I finally received a corrected invoice which I accept, even though it includes charges for items that were never communicated to me or authorized by me. Nonetheless, the invoice now does reflect work that was done, so I will arrange for my bank to pay it. However, a Claim of Lien was filed against me on 12/8/21 and needs to be removed immediately (along with the $300 charges added as a result by the law firm), since, as per the Project Manager's email of 8/27/21, that invoice dated 8/25/21 was sent to me in error 2-1/2 months prior to completion of the work on my property. Please see the email response from the Project Manager (Attachment 3 in complaint) where he told me: "We would not change the estimate without your approval, not how we do things. That's the old estimate in the system probably not the one you signed. We will be sticking to the one we greed sic to." I emailed the Project Manager and General Manager yesterday about this, and cc-ed the woman who sent me the incorrect invoices, but so far no one has responded. Obviously, the Lien has been placed against me in error and needs to be corrected immediately. Business Response /* (4000, 27, 2021/12/29) */ After having extensively reviewed the file, we have agreed to waive the lien filing fee. We will have the lien waiver processed. The customer has submitted payment which will be processed by our billing department when they return in the new year. Consumer Response /* (3000, 29, 2022/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received a receipt from Servpro for my payment, but it doesn't stipulate that the bill is now paid in full, nor have I yet received the waiver of lien and legal fees. I will accept Servpro's response as soon as these items are fulfilled. Business Response /* (4000, 31, 2022/01/06) */ The customer will be receiving an official copy of the lien waiver from our legal department. The legal charges were removed from their account and that is why the invoice shows paid in full. Consumer Response /* (3000, 33, 2022/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have not received either the official copy of the lien waiver from Servpro's legal department or a paid-in-full invoice. I will accept Servpro's response as soon as these items are fulfilled. Business Response /* (4000, 37, 2022/01/25) */ ***Document Attached***

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