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ComplaintsforServpro Of New Smyrna Beach-Titusville
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Company has charged for placement and use of equipment into home for hours equipment was not present or in use. Company has been contacted and provided proof of false charges and refuses to correct charges when confronted with evidence of fraudulent activity.Business response
07/18/2024
Water mitigation services were conducted at *********************** commencing on 6/10/2024. All invoiced charges were processed through Xactimate, an industry-standard system. We have diligently omitted any items that were not executed as part of the scope of work. It is important to note that the customer received payment from their insurance company based on the completed scope of work performed by Servpro. During a recorded conversation for quality assurance and training purposes, the customer mentioned redirecting these funds to another company for the reconstruction phase and he could not pay the full amount. Additionally, there was an assertion of overcharging regarding the duration of equipment usage.
Our operational protocol entails dropping off all equipment on the same day at the same time. Equipment rental charges are applied on a daily basis and are rounded up as necessary (e.g., 3.14 days rounded to 4 days). To ensure transparency and accuracy, we invoiced the customer based on the exact runtime of the equipment. Attached for your reference are all pertinent documents, including emails exchanged between the customer and **********************. Should you require any further clarification or documentation, please do not hesitate to contact us.Customer response
07/23/2024
Complaint: 21978434
I am rejecting this response because: You overcharge customers by charging for hours when your equipment is not being utilized (and your equipment wasn't even onsite at my house when you started the charges) and your response is that I should be glad that you didn't overcharge me more by rounding up to the whole day. You rounding down to 3 from 3.14 instead of rounding up to 4 is not doing your customers a favor, that's rounding properly. Your business practices are predatory and other customers should be made aware.
Sincerely,
*************************Business response
08/05/2024
I have responded to the complaint.Customer response
08/06/2024
Complaint: 21978434
I am rejecting this response because: they continue to not accept accountability for their fraudulent actions.
Sincerely,
*************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.