ComplaintsforSERVPRO of North Fulton County

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates and Key Events:- July 1st: Initial claim due to water damage.- July 12th: Mold samples taken; Servpro engaged via Travelers.- July 14th-18th: Work interruption; contractors' temporary solution ineffective.- July 19th: Inquiry about contractor's estimate status.- July 28th: Visit by Traveler's adjuster; claim closed later due to lack of contractor's estimate.Monetary Amount: Seeking a full refund to restart the remediation process.Business Commitment:-Servpro: Assumed responsibility for remediation. Engaged with contractors and subcontracted parts of the work.- Contractors: Committed to providing a solution for the water damage, including submitting an estimate to the adjuster.Nature of the Dispute:- Communication Failure: Servpro did not set clear expectations nor informed about the need for a contractor.- Subcontractor Issues: Servpro failed to provide details or maintain clear communication lines. - - Subcontractor did not submit an estimate promptly.- Inadequate Solution: Temporary fixes, like the one-day tarp, resulted in more water damage.- Health Concern: Mold persists, causing respiratory problems. Had a doctor's visit because nose drip is getting worse.- Misleading Practice: Terms and conditions signed before job completion, despite incomplete remediation.Resolution ******************* communications with **** regarding contractor's involvement and the estimate.- Reached out to adjuster, *****, and owner, **** Northen, about the issues.- Owner refused to provide a refund Resolution Sought:-Full refund. Remediation has not been adequately addressed, resulting in a status quo situation with damaged walls and no carpet.- Seeking damages in medical expenses

  

  Business response

  09/07/2023

  Dear **************************,

  We are very sorry to hear about your experience and understand your frustration.While we do our best to assist with insurance claims, we cannot control a carriers decisions on policy and coverage decisions. We are confident that we handled the matter in a professional and courteous manner and have the detailed documentation to back up our assessment. The limitations that existed were communicated, and the actions that needed to be taken in order for SERVPRO to return to complete our portion of work have not occurred.  Although we find it very unfair that you blame us for this unfortunate situation, we value your feedback.  We will use it to enhance our communications when limitations exist in the future.  

  Sincerely,

  ********** Northen 

  Customer response

  09/07/2023

   
  Complaint: 20556037
  
  I am rejecting this response because:
  
  Thank you for taking the time to respond to my complaint filed with the Better Business Bureau. While I appreciate your acknowledgment of my concerns, there are several points that need further clarification.
  
  First, my issue is not centered around insurance claims or coverage decisions. My grievance lies with the quality of the service rendered by SERVPRO of North Fulton and the subsequent lack of effective communication. This was clearly outlined in our recent phone call, during which I also mentioned an email from my insurance carrier that explicitly asked for additional information. This email was sent to both you and me, and it appears to have been disregarded.
  
  The tone of our recent phone call, however, left much to be desired. Instead of engaging in constructive dialogue, I found myself accused by you, **** Northen, of defamation and confronted with veiled threats. This approach was neither professional nor courteous and deviates from the standard of conduct one would expect from a reputable service provider.
  
  Regarding your mention of "detailed documentation," such documentation does not excuse the evident discrepancies between the services I was promised and what was ultimately delivered. Yes, limitations were communicated, but there was an absence of actionable follow-through to resolve these constraints efficiently.
  
  Initially, I proposed a payment of $1,500 for the labor performed as a fair resolution. However, due to the time I've lost from work, medical bills incurred from mold allergies, and the mental distress I've suffered, I am now revising my request to a full refund for the services provided. The project was clearly mismanaged, and any work completed has since been negated due to these failures.
  
  The unfortunate truth is that the project was mismanaged, and all of the work completed is essentially nullified.
  
  I sincerely hope that we can find an agreeable and prompt resolution to this matter. If not, I will have no choice but to continue expressing my concerns through appropriate channels.
  
  I am attaching the letter proving that your Project Manager was informed by the insurance company of the necessity of additional proof. At this time I have no communication from **** (the Project Manager) stating that he would have the contract re-assess the damages or provide further proof. Hence, reasonable time passed and this goes against the Fair Business Practices Act's "good and workmanlike manner".
  
  Thank you for your immediate attention to this matter, and I await your expedient response.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  11/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  04/13/2022 I called Servpro to a water remediation work in my house. Team sent to my house totally not professionally trained , they tried to extend job trying to scam me out of more money . They damaged my ceiling and refused to repair it . I received invoice 6 months after todsy Nov 8 2022 trying to collect . No invoice was previously received.

  

  Business response

  12/14/2022

  ************,

   

  We are terribly sorry to hear of your dissatisfaction with our services.   I would appreciate the opportunity to talk with you personally about your experience and what we can do to help.  I attempted to call your daytime phone number and left a message.  It seems we had another email address for correspondence on file (*****************) perhaps therefore you did not receive our invoice. 

   

  Please return my call ************.  We would love the chance to make this right.  I look forward to speaking with you.

   

  Warm Regards,

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

  Regional Administrative Director

  Customer response

  12/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Case settle. Dropping complaint 
  
  Sincerely,
  
  *******************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩