ComplaintsforServPro of Gulf Beaches South / West St. Petersburg

• Initial Complaint

  08/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  May 2021 servpro was hired for mitigation and restoration of water an Mold damage. Project began 6/1. Mitigation was complete in 6 days however we return home after 17 with no use of bathroom or kitchen. Restoration began 6/17. I dont have space to say every problem but there are a lot. After a botched shower wrap install, we were given a tile shower. That took until mid July and after 3 plumbers were in my home it took the contractor responsible for the drywall to Install it. Serv pro never installed my kitchen faucet, 2 weeks ago I finally paid a different plumber. My air vent covers were lost and never replaced. My contract includes an exhaust fan I never got. I was promised a completed air handler closet I never received. My outlets were never closed back up, I have 2 different color grouts in my shower, which part of is cracking, and tonight the tub faucet came shooting off spraying water. ****** paint job, cabinets not as agreed upon, 2 extra sink cabinets installed. So many more

  

  Business response

  11/03/2021

  Consumer Response /* (3000, 11, 2021/09/01) */ Following my complaint I was contacted by the chief operating officer who sent three people to come to my home and address the problems. I was told to walk them around and show them what was wrong. They argued everything I pointed out and even at one point told me I should be grateful because "they had done extra work they didn't have to". It was incredibly hostile and then I was told they would email me another form for me to sign after telling me installing an exhaust fan was not going to happen even though it's in my contract unless I paid over $1,000 more. Mind you we have been asking about the exhaust fan and that was never mentioned until August 13th. I told them I wasn't signing anything until a lawyer looked at it and a short while later the coo called me back and told me they were ceasing all communication because I threatened legal action. I'm in disbelief how horribly this project has gone wrong when all I wanted was a pretty functional house because that's what I paid for. So now unless I can find the money to fight a national company I'm stuck with subpar quality and substituted cheap materials. To add insult to injury I have had to hire Trappers because we have rodents and despite all their efforts the problem is not solved and after performing smoke tests it has been determined that there is a continued plumbing issue which is how they are continuing to be a problem. This has been such a nightmare I wish I had never called Servpro to begin with! I feel completely taken advantage of. Business Response /* (4000, 13, 2021/09/11) */ The customer has issues that we have been out to address multiple times. We have attempted to help fix the issues multiple times but wasn't allowed access due to the family leaving town for over two weeks. When they returned and we were able to meet they threatened legal action. At that point we had exhausted all efforts to correct the issue and stepped away until the lawyers have made their determinations. We have written documentation of phone calls and emails made to the customer to solve her issues. We have performed additional work with no charge in an effort to make things right. She is still unhappy. We strive to do the best for our customers and when issues arise we attempt to fix them immediately. She has filed multiple complaints against us and every time we try to interact with her she is unavailable. Consumer Response /* (4200, 15, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Serv pros response is not only unacceptable, its innacurate. I went out of town August 2-6. Prior to that I did receive a phone call from the general manager on July 28th and informed him of that upcoming trip. HOWEVER the conversation was short because that week on July 26th I paid a different plumber to install my kitchen sink because I hadn't heard from serv pro since July 16th. I was ALWAYS available m-f. My cabinets and counter had long been in and we were still washing dishes in the hose. I knew they had no concern for my family since prior to that they didn't begin restoration until the day we had exceeded our displacement budget of 17 days and returned home, and then it was a SOLID THREE WEEKS after that we didn't have a shower. Showering in the hose is less fun that washing dishes in it I assure you. They knew we have babies and kids. They didn't care. I have proof of everything I just stated, because it's the truth unlike their twisted version of events. To say my family going out of town to visit my dying father was the reason the work wasn't performed quite frankly disgusts me one because we weren't gone "over 2 weeks" two there was plenty opportunity before that, and three because I TOLD THEM my situation. After having to pay another contractor out of pocket I was upset. And then when I went to shower and the entire faucet shot off the spicket I was angry. So yes, I've complained. I had previously attempted the chain of command, but nothing was ever resolved. And just like their response depicts, yes they did paint an extra room. Yes they did offer next level up granite. I never asked for that, all I wanted was a quality job, the one I am paying for. My air vents were lost and never replaced, the tile is cracking in multiple places in my shower, the grout throughout it is yellow some places, white in others; cheap materials were substituted including the bathtub and 2 cabinet bases. The exhaust fan in my contract that I asked about since the beginning was finally answered on August 13th that "I was quoted wrong and would need to pay another thousand dollars to have it installed". My outlets are still sticking out. There are still extra parts from where my microwave was installed. The paint job is beyond subpar, there is a gap between my tile and my cabinets, and the other upgrade- to finish my air handler closet which somehow "didn't make it on my contract?" They didn't even finish it.. No one ever accepted any responsibility. Even after I had to pay someone else to get the minimum done. And that same day, August 13th, when the project manager and his guys came to my home? They were argumentative and hostile, at one point telling me I should be thankful they've done what they did. I was told previously the reason they were coming was so I could show them what was wrong. When I got so upset I cried, I was mocked. Yes I did tell them I wouldn't sign more documents until a lawyer reviewed it. I hardly call that threatening legal action but I digress. I just want what I was promised. "Like it never happened." That's their motto after all, correct? While it's not my intention to fight in court unless I have to, I did have a city inspector out recently for ac work (seperate) I had done. He took one look at what serv pro did and encouraged me to contact the department of business and professional relations. I may have to if this can't be resolved. I truly just cannot fathom how they are defending such poor quality. Consumer Response /* (3000, 17, 2021/09/13) */ ***Document Attached*** Attached are a couple of pictures for clarification of what I'm referencing. I urge someone from the better business Bureau to come to my home and see what I see. Or servpro corporate. Anyone. When reviewing my call log in response to servpros lies today I remembered that even upon my return in town I called servpros office and requested to speak to the owner of the franchise. That return call was never made. Two days later was when my faucet shot off, thats when this complaint was made. There are still staples in my ceiling. They broke the seal when installing my toilet and never caulked it. That was another promise to "make it right" that never happened. I eventually paid a different plumber to fix that also. I was also told by the inspector that Servpro low-balled my permit. Seems like I'm not the only person they were trying to cut corners with..

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