ComplaintsforServpro of West Pensacola

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed an insurance claim to resolve a water leak/mold issue that was caused by our shower leaking in the wall. The project manager from ServPro West Pensacola that was in charge of our project has since been let go due to credit card fraud, insurance fraud, and other offenses with clients that he was managing the project for. Close to a year after the initial work was completed we had another water damage issue that we filed another insurance claim for. The insurance company (Citizens) closed the claim calling it a duplicate claim from the previous issue and stated it was a workmanship issue. They sent the claim to a firm called Contractor Connections that handle sub contracting out the work to local contractors. They sent an engineer out to determine the issue and scope of work. The engineer reported that the original work on the flooring that had to be done because the flooring was replaced during the initial work as there was subfloor damage that had to be repaired was not done correctly or to the manufactures specifications. ServPro West Pensacola is now refusing to rectify the situation even though Contractor Connections is saying that the engineering report is stating there is work that needs to be done for the flooring to be installed properly. There was also work that was reported to have been done or needed to be done according to the original insurance adjusters quote that was not completed by ServPro West Pensacola.

  Business response

  06/05/2024

  We are in communication with customer trying to find a solution for all parties involved. Spoke with customer today and will speak again when Shaw flooring returns my request for flooring specs. Mrs ****** is aware of our next steps to resolve issue. This is an ongoing issue that will not be resolved in the 14 days since this complaint was made.

   

  Sincerely

  Steve *****

  SERVPRO West Pensacola

  Customer response

  06/12/2024

  
  Complaint: 21741646
  
  I am rejecting this response because: The issue has yet to be resolved. I am still waiting to hear back from Serve Pro on their final proposal. 
  
  Sincerely,
  
  Maleesa ******

  Business response

  06/12/2024

  I am waiting on a third party to respond with hopefully a new and acceptable solution regarding the product, I'm hoping to hear from the third party tomorrow the 13th. Once I have more information I will be contacting Mrs. ****** directly.

  Steve *****

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