ComplaintsforSERVPRO of Gainesville West/Alachua County West

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did a horrible job, the place was left a mess. I am sorry I gave them $5,000.00. The humidity level of the wood was over 28% when I threw them off the job for being so destructive. They broke my water pipes and did not tell me, they drank my alcohol from my liquor cabinet, and kept popping circuit breakers without bringing in a generator to run the equipment for a proper job. They spent over three weeks at the site with nothing to show except a complete mess.

  Customer response

  10/14/2023

   
  
  SERVPRO of Gainesville West/Alachua County West
  
  
  
  
  
  *************
  ************************************
  servproacw.com
  ***************************************, Gainesville, ** 32608
  
  
  
  
  
   
  
  SERVPRO of Gainesville West/Alachua County West
  
  
  
  
  
  *************
  ************************************
  servproacw.com
  ***************************************************************, ** 32608
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  10/26/2023

  I am sorry to hear that you are so dissatisfied with our technicians work at your house in ************ that was flooded by the hurricane.
  
  First I would like to address the Servpro tag line. In a flood/black water situation the first priority is not cleaning and reconstruction. It is removing the porous materials that cannot be saved and then drying the materials that are being salvaged. When you are ready for reconstruction then you would clean from a disinfectant stand point because of the black water. We were not doing your reconstruction so we could not make it "like it never even happened". Typically after reconstruction you would do a final post construction cleaning.
  
  We did apologize for accidentally during demolition bust your water pipe and not telling you right away. We sent the plumber we use in Gainesville the 11/2 hours each way to fix the leak. You incurred no charges or change in the job because of our mistake.
  
  The stealing and drinking of your liquor is new information to us. Please provide us with the proof of this and we will address the guilty party immediately.
  
  I don't know how many times you have had a home flooded by a hurricane, but it is pretty hard to spend three weeks at your property and get nothing done. However, I do appreciate you confirming the tremendous amount of labor time we incurred on you job. While our estimating software mostly charges by the square foot or linear feet not labor hours except for equipment setup/take down and monitoring. You can imagine how many labor hours we incurred on your job for 3 weeks.
  
  Please send the moisture reading documentation from a certified water technician that you have on the exposed wood showing the readings and locations. Moisture readings of material is read with a commercial moisture meter. Not to mention when was this reading taken considering we were gone from the site and had removed our drying equipment? With no air conditioning in the home, the humidity levels in the house would have been extremely high which does affect moisture content of materials.
  
  Lastly, we responded to your concerns on 10/3/2023 in a email from **** It would have been great if you would have responded to our email and we could have tried to resolve the issues without this very damaging review you did on 10/14/23. This email covered all your original concerns and explained our charges and how much we had reduced the final invoice amount because of your concerns. As you stated we spent three weeks working and drying on your job that is a 1 1/2 hours from our office in Gainesville. That was 3 hours of travel labor and gas for each of those days the company incurred. Where we were at as far as cost was communicated to you on 9/20/2023 by our office. At that time we were already close to what the final bill actually was. We let you know that we had already discounted your bill significantly. Especially with capping the drying equipment at 7 days when it was actually there 16 days. You had expressed at that time to continuing drying properly. We even convinced the electrician we use in Gainesville to go out and diagnose the electrical issues of the property with your knowledge.
  
  The job estimating soft wear is used by 95% of our industry and is considered the industry standard. So no scamming was done on your job. We did not set our own pricing on your job and the final bill is way lower than what we would normally charge for. The amount you paid as a down payment is only 1/3 of what this reduced final invoice amount came to. The fact that you have not even made a good faith payment on your final amount due is very concerning. I hope you can reconsider taking care of your bill that is owed. Part of that balance is the electrician the came out that we have to pay. Please provide us with any charges that we did not do and we will gladly review them.
  We are a small business and cannot afford to lose money on your job.

  Customer response

  10/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20685622

  I am rejecting this response because: I have my neighbors as witnesses to the destructive work preformed.  In addition the house is equipped with video equipment. They must stop with their harassing, intimidating and annoying phone calls.  

   

  Regards,

  *********************

  Business response

  10/27/2023

  This customer has been asked over and over to show us proof of all he claims our company has done wrong. He has yet to provide anything that shows all his claims and has not given us one thing that we did not do that we charged for. He does not want to pay his bill period. The harassment that he speaks of is trying to get payment on our invoice. He has bad mouthed us all over social media besides this BBB complaint and has threatened to *** us when he has left messages after normal business hours at our office. We reject his rejection!

  Customer response

  10/30/2023

  I am only posting truthfully statements concerning the horrible service provided I never said I would *** although I should for the money I already gave this operation. I will not however be hounded by their invoice department seeking additional money. I reserve my right to present all my evidence in a legal proceeding at the appropriate time if needed if this matter is not considered closed

  Customer response

  11/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20685622

  I am rejecting this response because:

  I am only posting truthfully statements concerning the horrible service provided I never said I would *** although I should for the money I already gave this operation. I will not however be hounded by their invoice department seeking additional money. I reserve my right to present all my evidence in a legal proceeding at the appropriate time if needed if this matter is not considered closed

  Regards,

  *********************

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