ComplaintsforServPro of Boise

• Initial Complaint

  05/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I paid them to remedy an attic for mold for around 11k in 2021. Fast forward a few months and my home inspections show that they missed mold in the attic (you could visibly see their scrub marks through it and that it was past mold). I contacted them to make right and they came and did touch **** I then had it inspected again and they had still missed mold. I contacted an attorney and he told me to tell them to make right or I'd take legal action. I did this and they rushed out within 2hrs leading me to believe they'd be making right. Instead they came up with the story the humidity was high and the attic had wet areas. Interesting is I've had over 5 companies out after them and all have said the humidity is lower then most homes in this area, nothing has ever been wet, and it all is very apparent its from them doing a poor job. Most companies will not follow behind their job and I have not had the money to pay again. Thus it has kept me from selling my home and made me lose thousands of dollars more along with stress. I do not see how this company can be so shady and make up lies to get out of doing a poor job and just get away with it.I was also told they put very thin and not proper insulation in the attic. I have a HUGE paper trail to prove their lies and failure to remedy properly. I do not want to upload all my proof to where they have it as I do not trust them. Please let me know if it will be given to them. Id like to keep it confidential from them for now incase I need to take this to court. Thank you. I attached the first inspection following their job.

  Business response

  05/19/2022

  This project that we produced for ******************* was a very complex project with many layers to the overall scope of the project. At the time of project completion, all mold had been removed and the structure was dry. As such the customer paid their **** in full with no disputes at time of payment. This complaint is our first time hearing about the customers dissatisfaction. As such we have reached out to the customer and offered her a full refund.

  Customer response

  06/24/2022

  Servpro finally offered me a refund if I would delete my reviews. They then denied me the full refund because my bbb one could not be fully unpublished! I am posting them again becquse my complaint was closed as I was under the impression I would get a refund and did not.. it was shady and conditional! They wanted me to sign a legal contract under notary basically s******* me and getting me to agree to non truths.... when my attorney recommended a few minor edits and to where I couldn't be sued later for partial bbb info still up due to my complaint they backed out.. Be cautious as this is only paying for refunds to silence those with bad jobs not making right unless any bad job information is removed and only benefiting their reputation!! Bad business! I paid them 11k to remedy mold in my attic to keep my family safe. They did the job and missed many areas. After I called and said I would take legal action the supervisor rushed out within 2hrs leading me to believe he was going to make right. However, he followed with immediately voiding my warranty instead due to saying there was new growth and wetness and high humidity. So all they did was decieve me to cover their a**. I've had 5 other companies out and every one has told me the only mold is what still has their scrub marks visible through it where they missed, that the humidity is some of the lowest of all houses in the valley, and even during rain there is 0 wetness. They also used insulation that is not as thick as it should be. The spots totally missed were in corners I heard them arguing over who had to go into and not wanting to while doing the job. I feel stressed out for months now trying to get another company

  Business response

  06/27/2022

  ***************** has been and continues to grossly misrepresent the situation and what SERVPRO has or have not done and offered her. The property in questions is an INDOOR POOL. In addition, the indoor pool space and attic space above the pool do not have any humidity control or regulation meaning that the humidity and psychometric environment will always seek equilibrium as will the building materials. Basically, SERVPRO can dry wet building material and remediate mold, but if the said environment continues to have excessive humidity reading(which we have documented) then it Ive very likely that the problems will continue to occur as is the case here.
  
  
  SERVRPO completed all promised work for the customer and as such the customer CHOSE to pay us in full. Even after being paid in full, SERVPRO returned 3 times to the property and provided additional services, free of charge, to remedy the situation. SERVRPO stated to the customers multiple times that without regulation of the humidity coming from the indoor pool, that it is very likely that the problem with continue to return and appear versions areas. 
  
  
  After our third trip out to the customers house, the customer and her realtor both stopped returning our phone calls. Whereas we had been paid in full, SERVPRO assumed the stance of no news is good news. We assumed we had resolved the customers issues. That is until the customer went on a tirade leaving online reviews to slander SERVPRO and our quality of work. As the owner of the franchise, my first knowledge of the costumer being unsatisfied came when the online reviews were sent to my email. 
  
  
  As the owner of SERVPRO, I take great pride in our online reputation as well as our community reputation. As such, my initial knee jerk reaction was to offer the customer a full refund which we did in fact offer. Whereas our reputation is so important to us we did request that one of the conditions be that the customer removed their negative reviews. Unbeknownst to us, the customers review left on the BBB site cannot be removed meaning that our reputation is permanently tarnished. As such, I reevaluated the situation, revisited our documented facts of the situation, and consequently decided that a full refund was never warranted in the first place and as such retracted our offer. We have and will continue try to work with the customer on a partial refund but we will also fight to uphold the integrity of this company and the quality of our work. 

  Customer response

  07/06/2022

   
  Complaint: 17128874
  
  I REJECT their response:
  I have a very long response attached and photos, emails, reports, screenshots attached to show all the mistruths of Servpros statement prior to this. I wish I could post it all because people deserve to be made aware of their business practices, but it is over the word limit so here it is in pieces. If by 'knee-jerk' you, Winder, mean the definition of this - by having a predictable and non thinking way of reacting, that is how a lot of my experience has been with Servpro. As I showed in all email correspondences with Winder this would be something typical of dealing with this company and him. This is the same knee-jerk reaction he had to me finally stating I was seeking legal action if he did not redo the job properly. He knee-jerked his way to my house within hours and somehow got the ONLY reading any company has gotten ever of 70% and voided my warranty immediately refusing to do anything else to rectify the situation. Interesting coincidence. Servpro never came back to make right 3x like he is claiming. They came back once to touch up spots that they admitted they missed (attached email as proof where they even use the verbiage they missed mold), you can't miss mold in a remediation job it can spread spores. The 2nd time they came out was only to pick up equipment like their fans, the 3rd time was when I threatened legal action and they rushed out in hours and voided my warranty.
  I had my attorney make 3 minor changes to Winders legal doc where we were MUTUALLY protected and they took back my refund. The original legal document they sent me just to get a refund would have silenced me and made ONLY ME liable leaving me open to be the only one sued and also to make me look like I was dishonest about my claims when I was not. Thank goodness I noticed this legal doc said ALL reviews because he only asked for ****** to be removed in his email. He pulled my refund because BBB told him only parts of my complaint could be deleted and also it was probably some sort of 'knee-jerk' reaction to wanting to edit the legal doc too. Why would I not pay someone in a timely manner? I am not a mold specialist and was under the impression they did the job correctly. They are always looking for some ridiculous loophole to not be accountable. I put my house on the market shortly after. Right away the inspector found that they did not do the remediation correctly. Along with several other companies. When I hired Servpro I stated I would be selling soon and was reassured everything they were doing would remedy the mold the right way and not be an issue for the buyer in the future including no underlying issues to make it regrow. I attached an email from another company that IICRC S520 suggests they are to identify and eliminate the cause of bio growth development and that they are finding ways to skirt around it with their contract language. This is why Servpro rushed out to try and show some sort of 'new growth'. 
  My home is not 'an indoor pool'. My house/property has an indoor pool in a fully irrelevant area. The attic above my pool is not the impacted area Servpro was hired for. I simply want the money I spent on a poor job Servpro did back, that I had to have another company come back and do it properly. I hope all of this and their very obvious lies and attitude towards this can be apparent in the attached documentation. I also hope they are held accountable by BBB for violating accreditation rules with the non-disparagement contract so people can have the right to leave reviews over poor jobs if wrongly done by this company in the future. 
  

  
  

  
  
  Sincerely,
  
  ***************************

  Customer response

  07/06/2022

   
  Complaint: 17128874
  
  

  I REJECT their response:

  I have a very long response attached and photos, emails, reports, screenshots attached to show all the mistruths of Servpros statement prior to this. I wish I could post it all because people deserve to be made aware of their business practices, but it is over the word limit so here it is in pieces. If by 'knee-jerk' you, Winder, mean the definition of this - by having a predictable and non thinking way of reacting, that is how a lot of my experience has been with Servpro. As I showed in all email correspondences with Winder this would be something typical of dealing with this company and him. This is the same knee-jerk reaction he had to me finally stating I was seeking legal action if he did not redo the job properly. He knee-jerked his way to my house within hours and somehow got the ONLY reading any company has gotten ever of 70% and voided my warranty immediately refusing to do anything else to rectify the situation. Interesting coincidence. Servpro never came back to make right 3x like he is claiming. They came back once to touch up spots that they admitted they missed (attached email as proof where they even use the verbiage they missed mold), you can't miss mold in a remediation job it can spread spores. The 2nd time they came out was only to pick up equipment like their fans, the 3rd time was when I threatened legal action and they rushed out in hours and voided my warranty.
  I had my attorney make 3 minor changes to Winders legal doc where we were MUTUALLY protected and they took back my refund. The original legal document they sent me just to get a refund would have silenced me and made ONLY ME liable leaving me open to be the only one sued and also to make me look like I was dishonest about my claims when I was not. Thank goodness I noticed this legal doc said ALL reviews because he only asked for ****** to be removed in his email. He pulled my refund because BBB told him only parts of my complaint could be deleted and also it was probably some sort of 'knee-jerk' reaction to wanting to edit the legal doc too. Why would I not pay someone in a timely manner? I am not a mold specialist and was under the impression they did the job correctly. They are always looking for some ridiculous loophole to not be accountable. I put my house on the market shortly after. Right away the inspector found that they did not do the remediation correctly. Along with several other companies. When I hired Servpro I stated I would be selling soon and was reassured everything they were doing would remedy the mold the right way and not be an issue for the buyer in the future including no underlying issues to make it regrow. I attached an email from another company that IICRC S520 suggests they are to identify and eliminate the cause of bio growth development and that they are finding ways to skirt around it with their contract language. This is why Servpro rushed out to try and show some sort of 'new growth'. 

  My home is not 'an indoor pool'. My house/property has an indoor pool in a fully irrelevant area. The attic above my pool is not the impacted area Servpro was hired for. I simply want the money I spent on a poor job Servpro did back, that I had to have another company come back and do it properly. I hope all of this and their very obvious lies and attitude towards this can be apparent in the attached documentation. I also hope they are held accountable by BBB for violating accreditation rules with the non-disparagement contract so people can have the right to leave reviews over poor jobs if wrongly done by this company in the future. 

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  Sincerely,
  
  ***************************

  Business response

  09/02/2022

  No further clarification needed.

  Business response

  09/27/2022

  We have no further responses, we offered a solution previously. All correspondence can be directed to our attorney. There is no further clarification needed As we stated last time. Thank you.

  Business response

  10/12/2022

  We have no further action or resolution for you or Ms. ********* We have retained counsel for any further communications on this matter. I have ccd our attorney ******************** on this email if there is any further information or communication you or ****************** desire. 
  
  we have offered responses and resolutions and nothing has been accomplished. We have nothing further.
  
  In addition to threats from YOUR legal department, we have not been pleased with your engagement on this conflict resolution. We have a long history of being a great ally of the BBB for many years but unfortunately I refuse to be strong armed and threatened by the BBB.
  
  
  As the number one rated restoration company in Boise number one rated SERVPRO franchise in the nation, we believe we add more value to you by carrying your accreditation than you add to our organization. As such, do what you have to do. We are prepared to continue our extraordinary representation  of the BBB but we understand your priorities differ from ours.

*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. ↩