Customer ReviewsforServicemaster by Wright

We had a unit in Venice, that had a leak from the water heater. ServiceMasters by Wright was asked to remediate standing water only, by going in to pull baseboards, place fans, and vacuum out any standing water. They were asked to email over a quote before any other repairs were performed! Without authorization they pulled out an entire floor of a unit valued over $2400, performed work without authorization, and neglected to communicate with us. Carlos told the property manager a technician had not been out there for a second day. Not 5 minutes later, we were on the phone with Angel, the technician, whom told us he had been out there, as well as pulled the rest of the floor with the exception of under the bed, vanity, and couch. We spoke with Gene (a manager) this morning. Gene's solution was to move his machinery out, not correct the company's error by not communicating properly with us, or getting authorization to complete work. Gene tried to tell us that it was to going through insurance, which it was not - which is why a quote was requested. Carlos continuously places us on hold in hopes that we will drop it. The owner, Bob, also isn't willing to accept any responsibility for this error. The owner of this complex, does not wish to pay for this service, also would like the floors paid for, as they were removed without authorization. This company is highly unprofessional, and I hope no one places themselves in a situation with them, as it seems like they are out to get money regardless of the owner's wishes.

Our company was assigned to mitigate this water loss. We were instructed to extract the water, remove the baseboards, and set up our drying equipment. The technician that responded to the call stated that the vinyl plank flooring was floating due to the excess water under the floor and as he walked on the floor, water was coming up through the seams. The floors that we removed were loose plank vinyl that was laid over top of another flooring (not glued down) which is the reason why the floors were floating. The technician felt a sense of urgency to remove the water from the unit and the only way of accomplishing this was to remove the floor to extract all the water. This absolutely was a necessary call made by the technician to prevent more damage and to help prevent a mold situation. Due to the excess water, the unit sustained baseboard damage, drywall damage and cabinet damage. When the property management company called our office to complain about the floors, he spoke with our customer service representative, Carlos, who did what he is trained to do during complaint calls. He placed the gentleman on hold and came to find me, the owner, to advise me of the situation. When Carlos came back to the phone with me, the gentleman had already hung up. Carlos takes pride in his job and he is a very caring individual, he would never just hang up on a customer. Once Carlos explained the situation to myself, I immediately called their company contact. After our conversation ended, I was told that he was going to contact the owner of the unit about the water damage. I assured them that if we did something to cause any damage, we would take responsibility for it. I also explained that the owner's insurance company would take care of any damages from the water loss. Their company contact was going to get back to me after the insurance company was contacted. The next day, I called the company after not hearing anything further from them and spoke with the office manager, I believe her name was Karen. She stated that even if the floor had to come out, our technician should have called for permission to perform that part of the mitigation process. I agreed and explained we normally just stabilize the unit on the first day unless the owner is on site and gives us permission to further mitigate the loss. Our employees are trained to mitigate the loss and only remove material that is a safety hazard and this particular situation has been addressed with the technician who was on the job. We contacted their office in order to visit personally and offer our apologies on how it was handled, but we never received a call back or a time that we could visit them.