ComplaintsforServpro of Tarpon/West Tampa

• Initial Complaint

  08/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Servpro West Pasco (from bill). I used this company in *****, ** December 2022 & paid them $500 over the phone and was told due to the size of job that would cover it. I may get a refund as well because it was about a two hour job & may not even be that much. After tipping the technician that cleaned the house and her verbalizing that nothing else is due, now months later I get a 'surprise' invoice along with email threats to pay an additional $****+ dollars. Not only that, they're adding interest. I know NOTHING about this additional charge, I was told it was paid in full (and even tipped the technician), then this company started sending harassing emails MONTHS LATER from the company about owing more money that I know NOTHING about AFTER the technician on site said I was paid in full. I asked the company for my signature on the document that acknowledges that I understood that there was another ****+ dollars due and they never provided it.After threatening emails from the company to legally come after me, they then now have a third-party collection company threatening to further do damage to my personal credit. This company believes a work order is an open checkbook from wherever they show up to (after collecting money upfront for the job) & confirming post job that it's paid in full - then lets randomly send a 2nd bill customer is unaware of and did not sign to.They try to intimidate through emails and through collection agencies MONTHS LATER, with the whole bases being a complete scam. They will NOT provide any documentation of your signature on any work orders. And they add interest to an 'invisible' secondary invoice made up months later, after a job is completed after they've acknowledged it paid in full. Servpro is now harassing me. They are threatening to use my personal information somehow on my credit bureau, which is ludicrous, which is a security/privacy violation on top of.

  Business response

  08/29/2023

  
  ************************* called into our office needing biohazard cleaning done from an attempted suicide on the property on December 23rd, 2022. When she initially called in, our Administrative Assistant explained the entire process and how it reflects in our charges. I have supplied a screenshot with a dated timestamp from our software showing the notes that were initially put into the file from our EMS coordinator. Her exact note reads " Explained $225 per person per hour, $200 per bio box disposal fee.  Gave a rough starting price range of $2,000 - $3,000, but not guarantee without seeing it.  Told he we would call first thing in AM to schedule and go over details". The client let us know that she would initially not be on site as she would be at the hospital so she would be unable to sign the initial Service Authorization but agreed to pay the deposit. She paid the initial $500 deposit, which I also supplied in the documents. The notes from our Administrative Assistant and the invoice itself clearly states DEPOSIT. We sent ************** to the property to begin the clean-up. She was onsite for a few hours, packaged two boxes worth of material for hazardous waste disposal and proceeded to clean and disinfect the remaining area. The client's sister arrived onsite on behalf of the client before the technician left and stated that she was satisfied with the work. With the holidays and the situation that we were hired for, I gave the client a few days before contacting her for the remaining balance.  Her invoice was sent via email ************************* and to the address listed in the file. We then attempted to call the client and email multiple times, leaving voicemails asking for payment each time. The client was made aware that if the invoice was not paid that she would be sent to collections. Everything in our system is time stamped and dated and we are happy to supply whatever receipts are needed to prove that we completed the specialty service to the customers' satisfaction, and we would like payment for our services rendered.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired ServPro to remove mold and rebuild half of my home due to a PVC pipe that burst inside my wall. My insurance claim was settled and paid out. After two months of living out of my house I returned home to absolutely nothing being rebuilt. Two days after moving back I pulled into my driveway and noticed water coming out of my garage. There was 2-3 inches of water all over my garage. I went into my home and there was water in the laundry room, pantry, kitchen, hallway bathroom, and two bedrooms. I contacted Serv Pro immediately and they sent out an emergency water team. Before they arrived I called a plumber to see if he could find the leak. He found that the water came from the drain pipe of the water softener. ServPro had removed the utility sink that the water softenerdrains into to replace the drywall behind and around it,. ServPro never reattached the utility sink. The water softenerregnerated and backwashed while I was out of my home getting furniture and purged into my home.

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/10/08) */ Mr. ******, It's unfortunate that we are here. Your claim however is not supported by the facts. We have written documentation and pictures that support the following: The fact is you demanded we come turn your water back on in August so you could fill your pool and take a shower. The fact is you moved back into your home before the repair process even started which would include hooking up plumbing and installing sinks. The fact is you told us (in writing) that your plumber would be taking care of all that hook up. The fact is you were aware that your water softener purged water into a sink that was not installed yet. The fact is we came and extracted water and removed wet drywall to help mitigate any further damage for free. This appears to be unfortunate accident but we are in no way at fault. As I mentioned to you before, we stand ready to help fix this problem, and help you navigate insurance if you choose. We have been proudly serving Tampa Bay since 1974 and would not be in business that long if we treated customers the way you suggested. Consumer Response /* (3000, 7, 2021/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) SERVPRO WAS ALWAYS AWARE OF MY MOVE IN DATE. I NEVER TOLD THEM MY PLUMBER WAS TAKING CARE OF THE UTILITY SINK. I TOLD THEM IF I WERE GOING TO CHANGE MY BATHROOM TUB TO A STAND UP SHOWER AND RELOCATE MY WASHER AND DRYER THAT MY PLUMBER WOULD DO THAT AS THIS WOULD BE ABOVE AND BEYOND THE SCOPE OF WORK MY INSURANCE APPROVED. ONCE I FUOND OUT THE COST AND TIME TO PULL PERMITS I DECLINED TO CHANGE ANYTHING. MY PLUMBER NEVER HAD ANYTHING TO DO WITH THE UTILITY SINK OR WATER SOFTENER. SERVPRO REMOVED THE UTILTY SINK TO REMOVE THE DAMAGED DRYWALL AND STUDS. THEY NEVER INSTALLED A NEW WAY FOR THE WATER SOFTENER TO DRAIN. THEY PLACED A PIECE OF BLUE TAPE OVER THE DRAIN PIPE (PICTURED IN ATTACHED EMAILS). SERVPRO INSTALLED NEW STUDS AND DRYWALL BEHIND THE UTILTY SINK BUT NEGLECTED TO REINSTALL THE UTILITY SINK. SERVPRO FAILED TO INSPECT THEIR WORK (THEY CLAIM TO INSPECT ALL WORK). SERVPRO NEVER TOLD ME TO NOT MOVE IN, THEY WERE COMPLETELY AWARE OF MY MOVE IN DATE. SERVPRO TURNED THE WATER ON, THEY NEVER TOLD ME NOT TO USE THE WATER. WHEN I MET WITH THE GM, ANTHONY W., HE AT FIRST WANTED TO ACCEPT HALF THE BLAME SAYING, "I THE HOMEOWNER AM AT SOME FAULT AND THEY WOULD BE WILLING TO WORK WITH ME." MY REPLY TO ANTHONY WAS I AM IN NO WAY AT FAULT AND EVERYTHING THE WATER TOUCHED NEEDS TO BE REPLACED BECAUSE I PAID FOR NEW MATERIALS NOT WET MATERIALS AS WELL AS ALL MY PERSONAL BELONGINGS THAT WERE DAMAGED. ANTHONY THEN SAID, "MR.******* DRYWALL IS ACTUALLY STRONGER WHEN IT GETS WET AND DRYS." I TOLD HIM I DO NOT BELIEVE HIM AND EVERYTHING THE WATER TOUCHED NEEDS TO BE REPLACED. HE THEN BECAME FRUSTRATED AND QUESTIONED ME CONDESCEDNINGLY SAYING, "ARE YOU SAYING MY EXPERIENCE, BACKGROUND AND EDUCATION IN THIS MEANS NOTHING?" I AGAIN EXPLAINED TO HIM THAT I PLACED MY MONEY AND TRUST IN SERVPROS HANDS AND THEY NEGLIGENTLY MADE A MISTAKE. HE THEN TOOK A FEW PICTUIRES AND ON HIS WAY OUT SAID HE WOULD HAVE HIS OWNER CALL ME. I TOLD HIM I WOULD LIKE FOR HIS OWNER TO COME SEE THE MISTAKE SERVPRO HAS MADE SO HE CAN BETTER UNDERSTAND WHAT I AM GOING THROUGH AS A SINGLE FATHER OF A 4 & 2 YEAR OLD. THE OWNER NEVER CALLED AND ONLY EMAILED ME SAYING THAT I AGREED TO PART WAYS PRIOR TO THE INCIDENT. I NEVER SAID I WAS PARTING WAYS, I NEVER AGREED TO PART WAYS. I ASKED FOR AN INVOICE OF THE WORK THAT THEY SAID THEY COMPLETED SO I COULD CONDUCT A WALK THROUGH TO COMPARE WHAT THEY SAID THEY FINISHED AND WHAT WAS ACTUALLY FINISHED TO COMPARE AS I HAD ALREADY PAID THEM HALF THE PROJECT COST UP FRONT. IN THE OWNERS EMAIL HE STATED HE WAS ISSUING ME A CHECK FOR THE WORK THEY HAVE NOT COMPLETED HOWEVER I HAVE AN INVOICE FROM THEM CLAIMING THEY HAVE FINISHED ALL WORK TO DATE AND THE BALANCE IS $0. THEY HAVE CAUSED MORE DAMAGE TO MY HOME THAN THERE WAS PREVIOUSLY BETWEEN THE UTILTIY SINK INSTALL NEGLECT AND THEIR POOR WORKMANSHIP. THEY DID SEND A EMERGENCY TEAM OUT TO REMOVE WATER AND ATTEMPT A DRYOUT. MY HOME IS STILL WET, I TOOK PICTURES WITH THEIR EMPLOYEE WHILE HE WAS USING A MOISTURE READER FOR THE DRYWALL AND STUDS. AT FIRST THEY SET UP FANS AND DEHUMIDIFIERS (ONE OF THE DEHUMIDIFIERS DID NOT WORK AND ONLY READ AN ERROR MESSAGE; I HAVE PICTURES OF). IT TOOK THEM 4-5 DAYS TO FINALLY REMOVE SOME OF THE FOOTBOARDS AND CUT HOLES IN THE BOTTOM OF SOME OF THE EFFECTED AREAS, NOT ALL, TO HELP DRY OUT. THEY HAVE REMOCED ALL EQUIPMENT AND THEIR IS STILL MOISTURE IN MY HOME DUE TO THEIR ERROR. Business Response /* (4000, 9, 2021/10/20) */ Mr.******, I understand why you want to play this out in social media where you can make any claim. However, the facts remain the same. You moved into your home before the repairs even started, which would include putting back your drywall and hooking up your plumbing/sinks. You were fully aware a sink was not installed to collect your water softener when it purged. You did tell us in writing that your plumber was going to hook up all. You did confirm in writing that we were no longer working on your job before this happened. We did come help you clean up and stand ready to continue to do so but we are in no way the cause of your problem.

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