Business ProfileforServpro Of Weston/West Davie

***************** called SERVPRO for emergency services after a widespread freeze event in the *********, ** region regarding a pipe freeze in his home. We are an independently owned franchisee of SERVPRO. We are part of the SERVPRO Storm Team and we travel to help other areas that have been affected by natural disasters and perform emergency services to help them in time of need. Often,when a large event happens like this, the local franchises cannot support the call demand and the ask members of the Storm Team for help. We traveled from South ******* to assist the community of ********* in response to a freeze event that they suffered.

Our General Manager/Owner ************************* arrived to assess the damage and gave ***************** a preliminary verbal estimate for water extraction and dry out from our initial inspection. We always explain that this is an estimate only and can change once work begins if addition damage is found. He had already filed a claim with his insurance company, State Farm, for this loss. Once hired and work began, visual growth was identified during the demolition process that affected the bathroom and guest bedroom. Our suggestion was that he have us perform a remediation of the affected materials in addition to the water mitigation or dry out. ****************** stated that his wife was about to deliver their child and he wanted to ensure that there was no harmful mold in the room that he was about to convert into a nursery for his newborn. During our work at the home, it was discovered that ****************** did not have coverage for mold related damage with his policy and he was informed by **** and his insurance company, State Farm, that any charges related to mold would not be paid by the carrier. He still had us proceed with the work. We performed the mitigation and remediation services as contracted and he was very pleased with our work and the crews that performed the work. In ************************** rated us a 10 out of 10 on 5 of the possible 8 questions regarding his satisfaction with his experience with SERVPRO. To be fair, he did not rate us as favorably on the 3 remaining questions, but found them to be conflicting with his positive rating on similar questions. However, with the question "Overall, I am satisfied with the service(s) provided by the Servpro Franchise" he gave us a 10 out of 10.He also gave us a 10 out of 10 for the question "I would recommend the SERVPRO Franchise to my friends, family and colleagues."

During the work process ****************** was disrespectful with several of the staff members in our office, so much so that we determined it best if he only spoke with the Office Manager from that point forward. Starting with the day we called to set up an initial inspection, he was rude and belligerent to our office staff. Realizing that he was out of line, ****************** apologized to our owner, ****, during the initial inspection of how he treated our staff on the phone. He was very cordial to our on-site staff the remaining time we were onsite performing work at his home. It appears he mainly had issues with our office staff when coverage and payment was being discussed with him.

The job was completed as per IICRC industry standards and approved through his insurance company who also follow IICRC standards when paying out on water and mold related claims.  After the project was finished the billing/insurance process began. After he received his bill, he once again contacted SERVPRO and was irate about the cost of some of the items on his final invoice. It was reviewed in detail with our owner as well as the coordinator that handles invoicing for the corporate storm team. A call to his adjustor confirmed that she also had informed ****************** that the charges for the remediation and mitigation services were valid and that some of them, as he was advised in the beginning, would not be covered by his insurance.

Unfortunately,****************** refused to pay the balance due on his invoice and the time limitations required we place a lien on his home. Once he was notified of the lien, he decided to pay the balance. As soon as the payment notification was received, we began the process of removing the lien. We explained it would take several weeks from mailing the release to the Register of Deeds in Maury County and having it returned via **** *************** We explained that e-mail or fax was not an option with his county and his countys registrar only offered in-person visits or **** Postal receipt. We again explained that when it was returned,we would let him know immediately.  Unfortunately, there was an error on the form because we were unfamiliar with the Maury County liens release process and we had to make a correction and resend the original. A call was placed to ****************** to explain the delay and he was irate and said he didnt believe me and thought you all are just dragging this out for no reason. We reiterated to him that we were, in fact, doing everything we could to process it in as soon as possible.  

About a week later(possibly 10 days calendar days), ****************** requested an update. We let him know nothing had been returned (it still has not arrived as of Aug 15, 2023) and that I would let him know the minute we receive it in the mail.  He repeated multiple times that we were doing this on purpose.Unfortunately, we have no control of how quickly the County processes these liens and release and also have no control of how quickly we receive the hard copy in the U.S. Mail. It was unfortunate that we did make a clerical error on the release form and had to re-submit and we apologized for that error. The next day he asked for the address for his register of deeds and we provided that to him. He contacted us a few days later stating that he drove to the County offices and was able to pick up the release in-person within 15 minutes.  Unfortunately, we are in ******* and he is in *********, an in-person visit was not possible for us.

Overall,we felt we did everything possible to help ****************** with his water and mold problem in his home. We were very receptive to his concerns in remediating the mold in his future childs nursery and he was very happy with our work and our staff performing said work. Unfortunately, ****************** has demands that sometime are not able to be met or accommodated for various reasons. If ***************** had mold coverage as part of his homeowners policy, many of his voiced concerns would have been a non-issue. We performed a requested scope of work,charged industry standards for that work and expected compensation for all work performed when submitted with an invoice within 30 days.

We pride ourselves on being courteous, compassionate, empathetic and thorough from the moment we meet our prospective customers to day final payment is made. We most often have extremely happy and satisfied customers at the end of our work.Unfortunately, ****************** proved to be the rare example of us not being able to completely satisfy him with our complete services even though we can honestly say we did everything in our power to do so.