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Complaint Details
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Initial Complaint
09/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company was hired after we filed an insurance claim for water damage to our home impacting our hardwood floor. Servpro failed to properly repair our floor and also damaged the floor after the initial refinishing was completed to the floor. Servpro is seeking additional funds in order to repair the floor again as a result of the mistakes made by them. We do not agree with paying them additional funds for repairs they should make. We do not agree with paying them in full until the repairs are made. We have not paid them in full and now they have threatened to file a lien against us and contact their attorney. We wish for the floor to be repaired at no more cost to us or our insurance company. We do not wish to pay any more money to Servpro until the repairs are made to satisfaction.
Business response
09/28/2022
Thank you for letting me know about this. I wanted to respond as soon as possible. I am working with the customer, and have been several months to bring about a resolution. The resolution I have proposed will create no out of pocket expense for the customer, only for me. I have acknowledged there is some warranty work that needs to be addressed; however, I have only been paid 44% of the contract amount. The warranty work only amounts to 10% of the contract amount. I have been acting in good faith to resolve any issues brought to my attention and have yet to be paid for the mitigation or any of the remaining 56% of the repairs. That said, I will continue to work with this customer to bring about a fair resolution as it is my goal to always have a satisfied customer.
***** **** * ***** ******* ********* ******* ** *******************
Initial Complaint
03/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I was double charged. Received two invoices with the same charges for the same repair fees. I contacted Servpro along with the insurance company telling them that there are double charging me. They refuse to correct my invoice.Business response
03/09/2022
The images that the complainant attached were received by us, from a ***** **** adjuster, on 3/4/22 @ 7:11am. All corrections were made and the letter I have attached to this response was sent out to the complainant that same afternoon. The email from the adjuster was the first time anyone had brought to our attention that we had duplicated some services. Ms. ******* only call to us was to let us know that her shoes did not clean to her satisfaction and they were removed from her bill. That was several months ago and that bill has been paid. When we called to inquire about the remaining balance due she stated she had not been paid anything by ***** **** for her repairs. The other attachment I am providing is the payment summary that the adjuster sent to us as an attachment on email making us aware of the duplicate charges. As you can see she was paid OVER 8 MONTHS AGO. The duplicate charges that were brought to our attention didn't even add up to $400. She withheld over $8000.00 over some duplications we knew nothing about. We would be well within our rights, per our contract with the complainant, to charge interest on the unpaid balance (less the charges she was disputing). After going through all of the paperwork sent to Ms. ***** I discovered that we actually credited her twice for the painting she completed in her entry/foyer. I will send out a corrected invoice tomorrow to reverse that error.
Customer response
03/16/2022
I am rejecting this response because:
I am not sure what Servpro is trying to do. Here is a previous invoice and here is the most current. After deducting the duplicate charges they have added more charges and made the last bill even higher. ***** **** and u will be going through each charge. They have a packer for me to fill out to verify all work done and charges. I wonder how many others they did this to.
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.