Complaints

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had fire & smoke damage from our neighbor's fire. We hired Servicemasters, they picked up ALL our soft goods, clothes, etc to try and salvage it..fast forward 3 WEEKS THEY LOST OUR CLOTHES! After waiting three weeks for our clothing, they submitted them late with a "rush order" and brought us SOMEONE ELSE'S CLOTHES! On top of that, they told the insurance adjuster they had returned ALL OUR ITEMS days before except 3 pairs of shoes which was a LIE. Because of this, the insurance company improperly denied our relocation coverage. We are left to spend thousands of dollars of personal money because of their incompetence. The owner *** said if you're not satisfied with just our cleaning we can do more, but after another adjuster said more should be done and we requested these services, ***'s company went silent and did NOT do more to remediate the home. Finally his project manager *** came over to review things and said, "Normally we discard the porous goods," and "They need to clean this better." He also said he would email the insurance adjuster to inform them that the home isn't habitable however he did not do so. When asked about it he replied, "Hopefully tonight I have personal things to take care of today." It's been days and he still has NOT emailed the adjuster regarding these issues. The company still has NOT returned our clothing or remediated the home or contacted the insurance adjuster to inform them the home and personal clothing has NOT been completed or returned. We are seeking compensation and an apology for our losses incurred by the Servicemasters Fire and Water Restoration company.

  

  Business response

  10/06/2022

  I would like to talk with someone at the BBB to advise me how to proceed.

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

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

  

  Business response

  11/17/2022

  Aloha,
  
  As of two weeks ago we have completed the work at ************************* home. Her representative was present and gave us his conditional acceptance. I have requested that ************************* me to discuss her final acceptance. I will contact BBB as soon as ******** contacts me. At that time, I will submit a recap and the final disposition of the complaint. It is my hope that we have met ALL her concerns and she is happy with the work we did.
   
  *******************
  Owner.
  

  Customer response

  11/23/2022

   
  Complaint: 18015767
  
  I am rejecting this response because:

   

  Ive contacted *** back twice (11/18/22 and 11/21/22) about going over the final invoice and at this time I am still waiting to hear back from him.
  
  Sincerely,
  
  *******************************

  

  Business response

  01/23/2023

  I have spoke with ******************************* many times since this complaint was made. I have compensated her 100% of what she requested for the cloths that she claims were not returned. 

  I have apologized for the misunderstanding. I told ****************** that I was not quitting on her but offered, if she would preferred, I would step out of the project.  She requested that we continue the final step of cleaning her attic. We completed the project. 

  I had explained to ****************** that neither my project manager or I can tell the insurance company if the home is habitable or not. We only report the findings that we see and can document. The insurance company asked me if the majority of her home had been cleaned and if the home had use of the kitchen and a bathroom. I answered yes to both of these questions.  I was told later, based on this information, the insurance company determined her home was habitable and discontinued the alternative housing. 

   

   

*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. ↩