ComplaintsforServiceMaster DSI

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **Had a water leak in upstairs bathroom June 2023, thats also affected our kitchen.*SM DSI came out and did the mitigation which was completed by Aug 2023 *SM DSI did a bid with our insurance to complete the repairs of our home in sept 2023.*DSI subcontracted a bathroom crew to remove the infloor heat, which was done incorrectly. -resulting in our sinks having to be removed and placed in our hallway in FEBRUARY OF 2024 (its now July). - DSI stated they needed more money from insurance and had to file another adjustment. -insurance gave us some money but not everything DSI was asking for. -DSI is refusing to do any work now because they now need more money from insurance *DSI did a horrible job at communication in regards to our kitchen repair -demo started in 2023. Moved our dining room table to the living room because we thought it wouldnt take long. Demo was mostly completed and the company left up the plastic for MONTHS. No one came to pick up or clean, nor did they take the excess materials away. All of this while I was on my second knee surgery and couldnt plan anything for Christmas. Additionally, the molding that they took down, they put outside in weather and NEVER brought it back in. Subs said they were waiting on our GM to give them the thumbs up to complete the job after tiles were installed. - I brought the molding in and protected it. I took down the plastic and had to deep clean my dining room are. -we have special tiles, which DSI new about. we ordered our own tiles and they sat on our front porch for two month because DSI couldnt find someone to install them even though it was on our original bid for insurance claim -finally got someone to install the tiles and kitchen subs came back to finish their portion.**Our GM and SubContractor do not stay in contact with us and gives us little information. Im running out of space to type so this is the cliff notes. 1 year later we have no bathroom!

  Business response

  07/24/2024

  To Whom It May ********
  
  This project was the result of a toilet leak in the master bathroom that came down into the kitchen/dinette ceiling and exterior wall and as such, was turned in as a claim to the homeowner's insurance. ServiceMaster inspected for repairs on July 17, 2023. The original scope for the kitchen/dinette was easy to identify, but the master bathroom was more complex. We did not have a signed work authorization from the customer until September 7, 2023. Work began on October 27, 2023 due to higher than normal work volume on our part, and we apologize for any inconvenience this delay had on the customer. Our goal is to begin work as quickly as possible after a water loss.  
  
  ServiceMaster works with nearly all insurance companies as a preferred restoration contractor, and we often have to deal with hidden and unforeseen aspects of the job scope where we have to go back to insurance, justifying necessary supplements for labor and/or materials. Due to matching issues and tile allowances, we had to submit our first supplement to insurance in September for our tile bid. The insurance company in this case was delayed in reviewing and approving the supplements. We didn't receive the approved scope of work for the bathroom repairs until early 2024, which was an unusual delay. 
  
  While the bathroom was pending, work had already begun on the kitchen/dinette room. However, the homeowner's choice of copper ceiling tile instead of tin was well above the insurance allowance. We waited 30 days for the tile selection approval. The installer wanted additional funds, which took another 30 days for insurance to approve. While we were simply waiting for insurance approval and kept the dust control barrier up for some time due to this, we communicated this with the homeowners. Nonetheless, we also apologize for what may have seemed like an excessive delay. This is not our usual turnaround time, but some elements were unfortunately out of our hands.  
  
  Back to the bathroom. Once the scope was finally approved, the tile subcontractor was brought in to remove all the old tile in March 2024. During this process it was discovered that there were no termination points in the in-floor heat tubing exposed after demo. ServiceMaster thought the tube unions had mistakenly been cut during the demo, and we shared that with the homeowner. The decision was made to detach the vanities because that is where the tubing went toward the walls on both sides. It wasn't until the vanities were detached that we discovered the tubes were not mistakenly cut in the room, but that the termination points were at the wall behind each vanity. Because this turned out not to be an error on ServiceMaster DSI nor the subcontractor, we were rightfully allowed to submit another supplement to insurance, which was created and sent to the insurance for approval on April 2 to cover the additional cost of detaching and resetting the vanities and everything associated with that for wall repairs, etc. Again, we can understand the frustration this caused; in this case, the delay was a result of our trying to make things right when we believed work to have been incomplete. 
  
  We completed the installation of the new in-floor heat tubing, then waited for the necessary insurance approval before going forward. Our project manager continued to follow up and made weekly touch-bases with insurance throughout the latter part of the job. We were asked by the homeowner in an email on June 3rd to close our file and bill for work completed. We did so on June 27th.

  Customer response

  08/08/2024

   
  Complaint: 21984168
  
  I am rejecting this response because:What we've got here is a failure to communicate, but that's not new to us.  We have known that for the past (almost) year.  That WAS ServiceMaster's biggest sin in this mess..........until recently.  The biggest sin now seems to be that you have (apparently) falsified information to my insurance company to submit a claim.  Now that I've seen this admitted in writing on the BBB response from ServiceMaster, I'm starting to understand why USAA stopped cooperating with you (stopped communicating altogether actually) after that last supplement was sent in.  They likely are investigating the merit of your last supplement, because they suspect something less than truthful has been submitted.  Based on the BBB response I just read, it looks like that would be a correct conclusion.
  
  I've been telling you guys for months now that I've been very disappointed in the flow of communication from ServiceMaster - wihich is the main obligation, in my view, that a General Contractor has to their clients.  Because the information flow has been so deficient during the duration of our time together, I took it upon myself a long time ago to create my own relationships with your subs.  Afterall, I was effectively managing their workflow........I figured I might as well have a direct line to them.  Every one of them ended up engaging me with questions that they should have been asking you (and many complained about how little guidance they received from ServiceMaster), so I started to realize early on that the communication issues on ServiceMaster's end weren't just with me, but with your subs as well.  I have a pretty extensive catalogue of texts between your subs and me on a variety of issues, but among the more interesting threads is the longstanding one I have with **** - ServiceMaster's Master Plumber sub for this project.  **** communicated to me months ago (right after demo was complete) that his plan all along was to use an insert coupling to connect directly to the pex ends poking out from underneath the vanity.  He communicated that to me because I asked.  I asked because I have worked in the trades and I have seen every underhanded and manipulative trick in the book used to quell customer uprisings for legitimate complaints.  That is why I have been so insistent that i's be dotted and t's be crossed at every step along the project.  He also indicated that he was unsure he'd be able to execute this splice properly with the half inch or so of pex that the demo crew left him poking out from underneath the vanity.  I have also attached a picture of where he did connect (behind the vanities).  This picture clearly shows that he used the insert coupling with copper crimp fittings as a solution back there - the same solution he would have utilized if the pex hadn't been over demo'd.  
  
  To recap, here is the part of ServiceMaster's BBB response that I found the most interesting, with my commentary in parenthetical citation:
  Back to the bathroom. Once the scope was finally approved, the tile subcontractor was brought in to remove all the old tile in March 2024. During this process it was discovered that there were no termination points in the in-floor heat tubing exposed after demo  (To be clear, a "termination point" is just a cut pex end, and there were no cut pex exposed because the demo crew cut them too short up next to the vanity, i.e. over demolition). 
  
  ServiceMaster thought the tube unions had mistakenly been cut during the demo, and we shared that with the homeowner (Incorrect.  I stood over that mess with *** next to me and listened to him try to convince me that there was probably still enough pex for **** to "hook onto."  It was I who disagreed.  Having worked with pex before myself, I was not confident at all that it could be done reliably - and leaks were going to be wholly unacceptable to me, especially since we were going to be pouring concrete over top of it.  This very misleading statement makes it sound as if the plan was to reuse a "tube union," when you know full well that there is absolutely no daylight whatsoever between reusing a pex fitting - which actually could cause problems - and just putting a new one in where you need it.  If you guys don't know that, you should not be doing contract work or talking to insurance). 
  
  The decision was made to detach the vanities because that is where the tubing went toward the walls on both sides. It wasn't until the vanities were detached that we discovered the tubes were not mistakenly cut in the room (I'm very confident just labeling this one as a lie), but that the termination points (let's just call them cut pex ends, shall we?) were at the wall behind each vanity. Because this turned out not to be an error on ServiceMaster DSI nor the subcontractor (As outlined earlier, this 100% was an error on the tile subcontractor's part), we were rightfully allowed to submit another supplement to insurance (I'm not sure how rightful it is if it is deemed to be intentionally misleading), which was created and sent to the insurance for approval on April 2 to cover the additional cost of detaching and resetting the vanities and everything associated with that for wall repairs, etc. Again, we can understand the frustration this caused (Very kind of you, thank you for expressing that to BBB and not me or my wife); in this case, the delay was a result of our trying to make things right when we believed work to have been incomplete. (The delay was from you trying to use my insurance company as a convenient lever to resolve your dispute with your subcontractor so that everybody gets paid without fuss despite the massive mistakes, incomplete work, and ever-ballooning cost basis.  It seems that they may have suspected deceit since that last supplement was not approved like all the others, although I still need to confirm with them how that turned out).
  
  While the bathroom was pending, work had already begun on the kitchen/dinette room. However, the homeowner's choice of copper ceiling tile instead of tin was well above the insurance allowance.  We waited 30 days for the tile selection approval. The installer wanted additional funds, which took another 30 days for insurance to approve. This has nothing to do with any of our complaints.  Our choice was the same type of tile/panels that was installed to begin with (nail up).  The contractor underbid the job and then blamed us for the additional cost.
  
  In closing, my detailed electronic documentation does not match the story put forth by ServiceMaster in response to our BBB complaint.  As such, this dispute will be ongoing for the time being until it is closed in a suitable and permanent manner.  The final payment is indefinitely on hold until these discrepancies get fully flushed out.  I look forward to closing our business fully, finally, and in writing soon.  You have left me with a lot of work to do, so I need to get this off my plate as soon as possible.
  
  Sincerely,
  
  *******************

  Business response

  08/15/2024

  Admittedly, the communication should have been better throughout the project. We apologize for any poor communication on our part. 
  
  That said, the facts outlined in our previous reply are accurate, and we stand behind them. ServiceMaster DSI never attempted to deceive the customer or *************** As it stands, we have only billed for the work completed to-date, leaving the rest of the insurance money approved by USAA for the homeowner to complete the repairs with the contractor of his choice. 
  
  

  Customer response

  09/04/2024

  Complaint: 21984168
  
  I am rejecting this response because: The fact is that DSIs tile subcontractor hired a demolition subcontractor who cut, or terminated (see: termination point in DSIs previous response) the in-floor heating (pex tubing) too close to the vanities, which made it impossible for the plumber to be able to get a compression ring on the internal coupling he was going to use to tie into the pex from the front edge of the vanity.  It was this over demolition, in fact, that caused DSI to have to submit another supplement to USAA.  According to DSIs own response to this complaint, It wasnt until the vanities were detached that we discovered the tubes were not mistakenly cut in the room, but that the termination points were at the wall behind each vanity.  Because this turned out not to be an error on ServiceMastyer DSI nor the subcontractor, WE WERE RIGHTFULLY ALLOWED to submit another supplement ti insurance.  The noteworthy part here is that DSI was allowed to go back and ask USAA for more money specifically because, in their version of events, nobody from their end was at fault for any of this.  It was, however, over demolition that caused this ballooning of cost that insurance did not approve and now we have to eat out of our pocket.  We have electronic communication from the plumber DSi hired as a sub that specifically states his plan to connect to the pex extending from underneath the vanity.  We have further communication from him commenting on my post-demo picture where he specifically talks about how terrible the demo job was and how they didnt leave him much pex tubing to hook onto.  DSI can claim to have the high ground on what the accurate facts are here, but I have a mountain of hard evidence to support my version of what happened.  It is a nuanced difference, so small in fact that a lay person might miss it completely; however, it is the difference between a rightfully allowed supplement and a rightly denied supplement.  The latter, of course, having very real financial implications for us since DSI sat still and did nothing after this, leaving us with no choice but to fire them.
  
  Sincerely,
  
  *********************;    

  Business response

  09/13/2024

  We stand by our previous replies. The client has terminated the contract with us. We billed for the work completed. 
  
  We do not have additional comments regarding this job. Thank you. 

  Customer response

  09/17/2024

   
  Complaint: 21984168
  
  I am rejecting this response because their lack of communication still shows in this complaint.  They share little to no words when theyre in the wrong.  Their ability to make this situation right or finish the job isnt surprising.   I would never use this company again and will share our experience with others.

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

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired service master to perform a clean up at our mother's apartment. They charged us ******* and the scope of service included washing down walls, steam cleaning the rug, cleaning the floors. They only half washed down the walls and did not initially clean the rug. Fortunately we showed up to check on their progress and we were told that the price did not include cleaning the rug (this is a 500 sq ft apartment). We showed them our copy of the estimate that indeed quoted the rug cleaning and they told us they had nothing to clean the rug with. After a bunch of back and forth they went to get a steam cleaner. We were supposed to see them back at the apartment in an hour. During that time they came back, cleaned half the rug, did not clean near the baseboards or in any of the closets and left. We came back to an apartment that only had about half the walls wiped down, only about 2/3 of the rug clean and they did not clean the floors. It was an absolute joke.

  Business response

  07/09/2024

  Hello. We have diligently searched our records for your name and contact information, and we have not found you in our system. We have left voice messages as well to get more information but have not yet heard back. Would you mind providing a copy of your invoice or job details? We think you may have reached our franchise, ServiceMaster DSI, in error and that perhaps another franchise provided service. We are happy to assist in any way we can. Thank you.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Fraudulent Billing statement sent to my home by Service Master Restore. Homesite on a recorded line on January 31, 2024, stated that there would be no cost for sending a representative from Service Master to my home for an estimate. Service Master representatives arrived at my home for a free of charge estimate, per my insurance provider. I received a bill on June 13, 2024 for ****** from Service Master. On February 12, *********************************************************************** The contract was blank except for company representative signature. No contract was signed and no work was ever done in my home by Service Master Restore. I refused to sign the contract and notified Service Master and Homesite Representative that I would not be using Service Master Restore. Again, no work was ever begun or performed by Service Master Restore in my home at any time.

  Business response

  07/09/2024

  Thank you for contacting us. We appreciate you bringing your concerns to our attention and apologize for any inconveniences this may have caused. Your account has been satisfied, and you owe $0 to ServiceMaster DSI.

  Customer response

  07/09/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 17, 2023 the area we live got a lot of rain and we had sewer backup. I called our insurance company for a recommended cleaning company and got Service Master. An agent of the company, ******, came to our house on 9/18/23 to looked at what needed cleaning. My husband and I had already hosed down the entire basement. When ****** came in to look at the basement, he said that "we shouldn't have done that", meaning we shouldn't have hosed the floor but we had to because it smelled and would be a hazard for anyone to walk on. Because we had already cleaned the floor, he estimated that it would cost between $1,600 and $1,800. We said ok to that quote. The next day 4 people showed up for two hours and carried out stuff without showing me everything. I did ok them to take out an old stereo rack (approx. 18"wide, 18" deep and about 42" tall and I did ok them to take out a turntable that got wet. I saw little if any cleaning done. We did see the two ladies standing around idle a few times and the two guys sitting outside on our deck. They left and returned two days later on Thursday and took their fans out of the basement. One woman carried a simple bucket and mop only. I had to tell them to move items because ******, one of the guys, said "do you think it's dirty under there?" and I said if this whole floor got wet, which it did, then everything is dirty. They did not even wipe the lower shelf of that table off. They left a tackle box on the floor, full of water. They left an orbital sander on the floor in its case, full of water, of which I took video of. They didn't clean under the stairs. I had to tell them to throw two soaking wet boxes out. They did not clean under the pool table. Worse, they keep sending me an invoice for $3,697.22. I have called several times and sometimes they say we don't have a record of my call. ***************************** was supposed to lower the cost per **** but that hasn't happened. He's trying to trick me into a deal too.

  Business response

  05/28/2024

  ServiceMaster DSI takes customer complaints very seriously. We addressed all service complaints for this client in the fall of 2023. To settle the account, which has been outstanding for months, we offered to let them think about a fair amount that they can make payments on since they stated they do not have the funds. We have not heard from or been able to reach them since we offered this idea to them a month ago. 

  Customer response

  06/03/2024

   
  Complaint: 21707811
  
  I am rejecting this response because:

  ***************************** from Service Master will not respond to my emails I have sent regarding any tym ape of payment.  Unfortunately he calls and leaves messages on our phone and wants to conduct business by verbal conversation and will not put anything in writing.  I last sent him an email detailing the complaint and what I would pay, which was more in line of the estimator from his company who came by and looked at our situation and said, and I quote, "You shouldn't have done that" -- meaning we shouldn't have hosed down the floor before they came to clean but we had to because of the smell.  That being said, ******, the estimator from Service Master quoted us $1600-$1800.  When we first received their bill in late October or early November, I called ******** and he was "dead set" against any reduction, even though though the people who came out did very little work if any and the worst part was us being billing more than twice as much as estimated.

  I cannot make a verbal promise to **************** without him sending, in writing, an agreeable amount.  His latest phone call says he will only charge for one day but I need that in writing.  He can send a new agreeable signed copy to me in the mail, per the amount I will pay -- even though I still think we are being overcharged.

  And then I promise not to do business with them again.  Nor say anything to anyone regarding this very unfortunate situation.

   

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

  
  Sincerely,
  
  ***** And *********************

   

  Here is my email to ****************:

   

  *********************;<***********************> May **, 2024, 1:01?PM
  
  
  
  to me
  
  
  
  
  
  
  
  Dear *******:
  
  
  I have gone over the explanation of all the charges and I must say I do not agree with all of them.  At first I made a list of all the things damaged and what my husband and I took out and went online for pricing instead of just randomly guessing, and came up with what was left to pay you.
  
  
  But after going over the explanation/breakdown of the charges, I would like to break down what is wrong with that list.  It is as follows:
  
  
  Under "Main Level"
  2. Haul debris in the amount of $230.95 -- I'm not even sure what could have possibly been removed as nothing was missing -- unless you're charging me $230.95 to carry out a turntable and an approximately 18"x18"x42" tall stereo cabinet (glass door not attached)
  3. Heavy duty protective equipment in the amount of $238.86 -- I only remember one person wearing a bright color vest (which they had to come back to our hourse to get because one of the guys took it off and left it on our bar).  No one wore anything like goggles, boots, protective suits.
  .  
  Under "Bar"
  4. Apply anti-microbial agent to floor -- ****** sq. feet for $42.70 -- there isn't ****** sq. feet of floor space in the bar area because the actual bar and back bar take up 1/3 of the floor space.  Simply put, the ****** sq. ft. is larger than that whole area.
  5. Clean floor -- $73.75 -- this charge is not even permissible.  I personally cleaned the bar floor right after the sewer backup happened and it was the first part of the basement that I did.  Your people did not clean that area at all -- in fact, all the glasses on the lower shelf of the backbar had dirty water in them and this is something your team should have taken care of.
  6. Content manipulation for 1.5 hours at a cost of $98.21 -- since you cannot move the backbar or the bar itself and I already had the bar stools up off the floor and on the top of the bar -- which I also add that I cleaned the bar stool legs -- there was nothing to move in the bar area except an antique organ and that wasn't moved.
  7. 4 air movers in this area -- there were only 2 air movers in this small area so instead of charging $330 it should be $165.00
  
  
  "Storage Area"
  8. Apply anti-microbial agent to ****** sq. ft of floor for $168.73.  Nothing in this area was moved therefore you couldn't apply anything to the total surface.
  9. Clean floor -- ****** sq. ft. for $291.44 -- again, nothing moved in this area.  A plastic utility cabinet with drawers was not moved away from the wall to clean behind -- and the bottom drawer had water in it, which your team did not check and did not take out tools, etc. that were in the bottom drawer and now rusted.  A built-in workbench on two walls, of course was not moved, and the wood and PVC under it was not pulled out to clean under that.  In fact, the orbital sander, a blue & white cooler with tapestry fabric and a tool case with a socket set were on the floor and your team did not pick any of that up.  My husband and I dried each socket and the storage case.  The orbital sander in its case was full of water and the cooler got tiped over by the water and my 4 yards of tapestry fabric got wet from the sewer backup water -- which your team looked at and asked "should we throw that out?".
  10. Content manipulation charge --$327.35 -- again, I don't know what your people think they moved because they didn't move the pool table, the built-in workbench or built-in storage shelves and they couldn't even bother to pick up a fishing tackle box that was on the floor -- and full of water!
  
  
  "Bedroom"
  13. Tear out baseboard -- 18 LF.  The wall is MAYBE 10 feet long.  And the baseboard was still attached so there was no reason to tear it out -- and charge me $22.**
  **. Apply antimicrobial agent -- $51.04
  **. Clean floor -- $88.16 -- for both #** and #**, I had to direct your team to move a coffee table in this area to clean under as it was the only place I, ME that is, cleaned and hosed down the floor before your team got there.  Nothing else in that room was moved to be cleaned and if you came to my house today, I am sure that if the drafting table is moved you will see where the floor was not cleaned.  In fact, when I asked to have the coffee table moved, ****** asked me if I thought it was dirty under the table.  I said of course, it's all part of the floor and I can't move the table myself.  They half-way moped under where the table was -- evidence of that is still obvious today.  Same for the lower part of the wall -- you can see a line where the water came up but that was not cleaned or disinfected.
  16. Content manipulation - 4 hours - $261.88.  One folding chair was moved and I had to ask your people to move that coffee table, which took about 10 minutes.  I cannot accept a 4 hour charge for "content manipulation" when one outdoor folding chair was moved and I had to ask for a coffee table to be moved.  A drafting table, an end table, my husband's army foot locker, two other end tables and a plastic shelving unit were NOT moved at all.
  
  
  The total charges for the above mentioned items which I do not agree with total $2,060.61.  Your bill of $3,697.22 was found to be excessive and unfortunately not truthful.  If you take your invoice total of $3,697.22 and deduct the charges I do not agree with in the amount of $2,060.61, that would leave a balance right in the range ******, your representative who came to our house to look at the damages, quoted us.  His quote of $1,600-$1,800 was right on the money, as the difference between your invoice amount and what I do  agree with is $1,636.61.
  
  
  Now, my insurance has limitations as to what it would pay per incident and I believe you already know that,  That being said, I have personal losses for things such as a turntable, stereo cabinet (your guys carried those two things out!), my husband's sandals, my leather and wood clogs, sander, antique tackle box and fishing equipment inside, tapestry fabric, cooler, misc. clothes and our pre-lit 4-1/2 foot tall Christmas tree that we put on our front porch. We also had to replace our hot water heater and furnace.  As you should know, that would take up the bulk of the insurance limitations. With good faith estimations of the personal items I mentioned here, there are only two things that I did not replace and can add the value of those two items (turntable and stereo cabinet) to the amount estimated by ******/or else what I do agree with, therefore being as follows: I agree with $1,636.61 and because I will not replace the turntable and stereo cabinet, which I looked up pricing and in good faith value at $455, I will add that amount and agree to adjust up the amount to pay you to $2,091.61.  I know there were more things thrown out as all the items on the bottom on the shelving unit near my washer and dryer were thrown out but I did not include that.  If this amount is agreeable with you, please let me know via response to this email as I have access to email but I don't have access to my phone as we're out visiting people and not home.  Also please advise of payment options.
  
  
  Thanks for your time.
  
  
  *********************
  
  
  
  
  
  
  
  

  Business response

  06/10/2024

  As requested, *************************** emailed the client at *********************** last week with a detailed response regarding the exact amount ServiceMaster DSI is willing to accept if a payment is made in full. He has also called the client twice since then to confirm receipt of his written response. ************** did not answer the first time and disconnected the call upon his second attempt.

  
  

  Customer response

  06/11/2024

   
  Complaint: 21707811
  
  I am rejecting this response because:

   

  I am NOT totally rejecting the response but am asking ***************************** to please send me a new statement via U.S. Mail with the corrected invoice amount -- which **************** says will be $2,200.00.  I have offered to pay the bill in full -- $2,200.00 -- with a cashiers' check and that I receive a paid in full receipt from Servicemaster as soon as they receive the cashiers' check instead of what **************** says, something like, waiting for the bank to clear the check.  There is no need to wait for a cashiers' check to clear the bank as you have to pay for it before it is issued.  A postal money order works the same way but I will pay with a cashiers' check.

   

  My concern with paying without having a statement with the adjusted amount is that they could "apply" my payment as just that -- a payment.  **************** wanted me to agree to that over the phone -- making a verbal agreement and doing all of this over the phone and I said nope, not without something in writing.  It's best for both of us.  So if he would be kind enough to send a CORRECTED invoice in the amount of $2,200.00, I will go the very next day and send the cashiers' check.

   

  Thank you for your time

   

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

  
  
  Sincerely,
  
  ***** And *********************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a water leak in our kitchen 9/22, Nationwide suggested ServiceMaster for remediation. Kitchen was rendered unusable 10/22, countertops removed, kitchen sink and faucet removed. Tile floor removed along with sections of underlayment was cut with parts of subfloor cut in several areas. My wife fell through the floor, when this happened,servicemaster took a piece of 7/16 OSB board and put down as a ramp to the refrigerator. When I got home from work I went to ***** and spent $1000 on 3/4 plywood so we didnt fall through again,I also put the sink and faucet back so we could at least have some normalcy.They told us that the entire kitchen needed to be redone. Nationwide was ****** on the spot with the approval and gave servicemaster the go ahead. We were promised by servicemaster that Thanksgiving supper couldnt happen but Christmas was not a problem. So they set to work at a snails pace. 2 weeks into October they came to measure for cabinets. We were told the cabinets would be in 1/15/2023. The cabinets were installed by a subcontractor who did a great job. Towards the end the guy told us the floor wasnt level at the refrigerator. ServiceMaster assured us that the tile people could make it right. Servicemaster was paid draws during the work from time to time. May of 2023 they quit calling and quit returning calls. In June I started getting bills from them. Every month until finally the first of this year someone should up wanting payment. I explained that all the work hadnt been completed, they said they had some turnover and would get on it. They did some shotty work thinking we would be satisfied. After some back and forth about them giving me actuals instead of estimates, they said they were done. They have since put a mechanical lien against our house and will not return my calls.

  Business response

  05/24/2024

  There were some complications on this project, but we have been very responsive and attempted to resolve every item as effectively as we possibly could to the satisfaction of the customers.  There were a few minor items that were credit such as the bathroom vanity for lack of satisfaction, but ultimately the customer did sign a Certificate of Satisfaction and the project was completed.  During this review we encountered a $30.00 billing mistake and this has subsequently been removed from their charges. We feel the work has been completed and the balance is owed, and we have sent this to legal collections to try and collect the money owed to us.
  
  I am attaching a few things that we can provide that should provide clarity on everything during this project.
  
  
  1.  Job Notes.  This shows a detailed history of the job progress from start to finish
  2.  Certificate of Satisfaction signed by the customer on 1/15/24.
  3.  Photo reports -  Final walkthrough (Initial photo report and final photos are also available upon request, however, there are too many attachments to include here.)
  4.  Current Billing Statement
  5.  The final scope of work matching the amount owed.
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Through the guidance of my insurance company, Nationwide, I had hired Service Master Restore and Service Master DSI (***********, ********* branch) in January of 2023. They were hired to complete a scope of work after a frozen pipe burst in my home, causing water damage, including water mitigation and clean up, repairs throughout the home to damaged property, as well as a few minor additions that I added, since my home was already under construction. The initial estimated completion date was **** of 2023, which was reasonable enough to me to accept the bid and sign a contract. Fast forward to now, I have only been in my home for about a month. Throughout this process, I have been met with blatant lies, excuses, incompetence, further damage to my home, no consistent communication, gaslighting, blame to myself, and I was taken advantage of constantly. During the restoration of my home, I provided very clear expectations for what I wanted done in my home and expectations of work. The project manager on my job continuously needed to re-ask me at the last minute regarding what finishes I wanted, delaying the project constantly. Additionally, there was no forward thinking, it often took me prompting the company to plan ahead on work for them to try and schedule. There was zero follow through and the communication was absurd. During the summer of 2023, when my house should have already been done, there was a stretch of 2-3 months where my project manager just did not respond to my calls, texts, and emails. After reaching out to his supervisor, the project manager would respond to me, promising progress, which was a flat out lie. I have tried to be patient and work with the branch directly, in fear of the work not being done out of retaliation if I were to contact corporate, but finally contacted corporate in the beginning of Feb. I was met with the same initial promptness in response, and a promise for follow up within 72 hrs., to which it has been 2 weeks without.

  Business response

  03/19/2024

  There were issues with the speed of the job initially, part of which is on ** and the job superintendent assigned. The homeowner requested extensive changes as well, which also delayed completion. For our part, the job super issue was resolved.
  
  For the delayed work initially, we have already agreed to repair and paint all the plaster walls and ceiling of the master bedroom and covered the cost overruns on a range hood/cabinet. This is all free work by us.
  
  Additionally, we have agreed to cover two weeks of accommodations from January, a king size mattress and two bar stools that were damaged once we are provided with receipts. To date, the homeowner has provided no receipts to support these costs. In no way do we believe the costs of these items will come close to surpassing the amount yet to be billed, and unfortunately we have had to issue a work stoppage due to the homeowners refusal to pay.
  
  The actual scope of work had been changed multiple times at the homeowners request since the original loss, and per signed change order contract terms, payments were to be collected at different stages of the project. 
  
  We have yet to receive these payments and made decisions along the way to continue in good faith.  As stated, the very few items that remain to complete this project do not amount to what is still owed. We would prefer to take this project to completion and are ready to do so once the payment terms of our agreements have been met.

  Customer response

  03/22/2024

   
  Complaint: 21336800
  
  I am rejecting this response because:
  

  I have made many attempts to work with ServiceMaster to come up with a resolution. While working with their mediator, they continued to not listen to me, and just take what this branch had to say without even trying to come to a middle ground. I offered a reasonable solution and was simply told no there was no counter resolution, just no.

  The reason why I dont accept them painting a master bedroom and paying the difference for the range hood is because these decisions were not made with me. They were made internally in the branch and I was expected to accept it after the fact. This action is both shady and they are trying to take advantage of me. When they offered to paint the bedroom, they told me in passing and made it sound like a favor so I didnt remove them from the job, not that they would hold that over my head. Additionally, they never told me the range hood was far over budget. Had I known that, I would have opted for a more fiscally responsible option. Instead, they made an internal decision to pay for it and use this over my head. The branch manager SPECIFICALLY stated we cannot determine adequate compensation until the project is complete. I do not accept this after thought as compensation.
  

  The delay of the job was not just initial, that is a lie. The delay was lasting through the summer! There was about 2 months in the summer that absolutely no work was completed in my house. It was continued incompetence and neglect on their part. 
  

  I sincerely hope you are able to help me. This is unacceptable for a business to act in this manner and be so underhanded in their dealings. 

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

  Business response

  03/28/2024

  We take complaints very seriously. Upon thorough review, our position from our first response remains. We would prefer to take this project to completion and are ready to do so once the payment terms of our agreements have been met. 

  Customer response

  03/29/2024

   
  Complaint: 21336800
  
  I am rejecting this response because:
  I no longer have trust in this company to complete the work or be in my home, especially when they are unwilling to make any concessions or meet me in the middle on offers I have made to them. 
  

  Work should have been completed in full at least 6 months ago, if not more. 
  

  Service Master continues to lie about the delays and work completed (most notably stating repeatedly that work was only delayed initially, when in fact it was delayed initially, pushing the initial completion date from June to July to August, and then putting an incompetent project manager on my job early summer, who did ZERO work to move my project forward, leaving my house to have no work done or even lined up through August). 
  

  It truly is hard to trust a company to finish a job with this all being said. It is still my stance that I do not want them finishing the job, that I would prefer to hire out, and that I will have the receipts of everything I buy and invoices for people I hire. 

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

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2022, we had a small fire in the garage. In November, there was a flood in the basement due to sewage backup. ServiceMaster promised they would get to work on our house, but for five months, they did almost nothing. We drove by the house day after day and found no one there. There was plumbing damage and window damage as winter set in because of their delays. They made us get an extension on our temporary housing because of their delays. Seven months was apparently not enough time to do routine work. They mismanaged the process with the city, which led to them denying our claim for help with our basement even as our three neighbors all had their claims accepted. Meanwhile, once we finally did get back into our home, kitchen cabinets began falling apart because they had been shoddily installed. ServiceMaster's work was worse than nothing at all. They cost us thousands of dollars, and they're still demanding more money, all in exchange for poor work, costly delays, and broken promises. This company has no moral fiber at all.

  Business response

  11/28/2023

  In the days prior and proceeding this complaint, local managers were in correspondence with the customer and additional third-party contacts to resolve these matters. We have attached email correspondence and believe we have reached a solution with the customer. 

  Customer response

  12/06/2023

  Complaint: 20882264
  
  I am rejecting this response because: So, again, because I did not receive the message on the 28th, I did not have an opportunity to accept it or reject it. However, I am making clear in this message that I do reject it. Again, I did ultimately pay their bill, but that was out of fear, not a resolution of my complaint. The correspondence ServiceMaster sent you in no way addressed their untimely delays and shoddy work. It was simply an assertion that they wanted their money.
  

  
  

  Sincerely,
  
  *************************; 

  Business response

  12/12/2023

  In our review of the complaint, we would like to note that all concerns of poor workmanship were addressed and resolved with final approval from the customer. All issues were resolved, and any additional issues were not communicated to our team. 
  Based on the previously attached correspondence, there were no additional emails or phone calls discussing payment. The customer initially had reservations about paying, but in an email the following day (with no reply from us urging payment), offered to pay in full. There is currently no balance on this account.
  
  

  Customer response

  12/12/2023

   
  Complaint: 20882264
  
  I am rejecting this response because: The business has made no effort to address the months where they did no work on our house, their inability to complete the work on time after procrastinating for months, or the financial damages they caused us due to lack of documentation of flood damage. They can point to instances where I signed off on their work before it began falling apart and claim that I was satisfied with the job. They can point to instances where they chose not to listen to or address my complaints, and I eventually gave up on making them. They can also point to the fact that I paid my bill in full, largely because I was afraid of the financial ramifications they would visit upon my family and me if I didn't. None of those things are markers of satisfaction. My house sold for much less than what it would have been worth if we had been served better by another company. We've had trouble finding insurance for our new home because of how much they overcharged our former insurance company, which has further damaged our finances. Some of this might be forgiven if not for the days and weeks when we drove by the house and saw no work being done, or if the kitchen cabinets weren't falling apart, but we did and they are.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company did work on our house after we had a fire. They charged us for work they did not complete and are threatening to *** us if we do not pay. During the course of them working on our house they damaged things and stole some of our property.

  Business response

  09/19/2023

  This complaint was given to our management and leadership in the local branch and they have been in contact with the customer. They will be working with the customer to try to resolve any issues at the earliest convenience of the customer.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 6, 2023 I entered into an agreement with Servicemaster to restore my home from water damage. They came out, started on the work and stopped want me to pay them and I refuse to pay until the job is completed. I never said I will not pay them. I said, pay them when the job is completed. Now they threaten me to put a lien against my property for nonpayment. I will pay them all thats old when the job is completed. Thats the problem.

  Business response

  07/26/2023

  This is not our ServiceMaster Franchise and this is not our customer.  This customers address is in ************** and our franchise is in ***********.  I do not understand why this continues to happen or how a bogus complaint is allowed to even be filed against our company or franchise with no vetting being done by bbb.  How can a complaint go through the system when the service address is 3 time zones away on the other side of the country?  Please correct this from happening time and again and remove this complaint from our record.

  Business response

  08/25/2023

  Water mitigation work was completed and has not been paid, although checks were sent to customer.  
  
  We had a signed contract and draw schedule for the repairs, but the customer refused to pay the agreed upon draw to get started.  We advised him that without the agreed upon draw payment we would not be able to start his repairs.  We have since had to close the file as the customer continued to refuse to pay, even on the mitigation side.  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Service Master was hired and referred by the insurance company to repair my home from water damage, They are refusing to complete the work. The work they have completed is poorly completed, and I have paid them over 10k so far. I have several times reached out to have the work completed and completed the correct way, but each time I get poor ************ the company is pushing me to sign a form stating the work is complete and threatening to put a lien on the property if I do not. I will not sign because the work isnt complete and not the company will not return my calls. This has been going on since AUG 2022. All I want are the repairs to my home to be completed the right way. I refuse to pay until this happens. The company also signed a lien waiver for the work but they are still threatening to lien the property even with unfinished work.

  Business response

  06/10/2023

  We have completed multiple punch lists for ******************* and corrected every that we are charging for with the exception of a cabinet door that is due in today. (6/7/2023).  The photos attached are before any of the corrective work had been completed and not indicative of the current state of the property.  The wall wall patching and painting is not in our scope of work that we are charging for and the patching was self performed by the homeowner.  Approximately half of the flooring was replaced on 4/21-4/24 along with trim repair and repainting.  
  
  We are asking ******************** to sign a Certificate of Satisfaction.  This is an insurance claim and a required document for the insurance to release payment.  The lein waiver was conditional on payment.  A mechanics lien is our rightful protection to ensure we will receive payment for completed work.
  
  We have recently completed several punch lists and requested ******************** to be on site.  Here is a timeline of the last month attempting to complete any outstanding items for Ms. ********************* Cabinet guy scheduled to do his repairs. She was asked to be onsite, she agreed. Customer was not there when he showed up. Rescheduled.
  5/10 Cabinet guy went to fix her concerns. Everything was completed except for a door she wanted replaced. Door was ordered.
  5/17 Construction Superintendent (***) went to complete another punch list. She was asked to be there and she agreed. When *** got there she texted him and said she had to run out. 
  5/18 received the following email from ********************: "Still waiting on a cabinet door from ***, also the lien waiver. Once both of those are complete ill sign, Thank you ************************* *********************************"  A conditional lien waiver was provided.
  
  As of 5/18 everything was completed and she was happy except for door and lien waiver.   The door is due in today.  We will contact ******************** to schedule the door replacement.
  
  
  

  Customer response

  06/12/2023

   
  Complaint: 20122960
  
  I am rejecting this response because:

  The photos attached are the current state of the property right now. When *** showed up the last time on 5/17 I was there at the home. I was upstairs and told him the door was unlocked. Before he left the property I asked if he needed anything else from me as I work night shift and was upstairs. Also I was never asked to be on site for that day. 

  I spoke to the attorney for service master and the company is suppose to come out and yes install the cabinet door, along with repair the cabinets that are still not correct, and I specifically asked for a manager to come look at the floor because the attached photo is how the floor is and in their opinion is completed. 
  

  The company has a right to put a lien on the property, it also states in our contract that payment will be made upon completed work. The work is not completed. If the work doesnt get completed and we do not get this issue resolved. Then we will be in court, and service master as stated in the contract will be responsible for fees. 

   

  Yes they have completed several punch list of items not completed right the 1st, 2nd, 3rd time around. That does not mean that because they have fixed some of their work the other messed up work doesnt need fixed. All the work needs to be completed before the *** form is signed, and payment is made. 

  Saying the wall repair is out of their scope is absurd. To think of a company damages something while replacing something else on your home they are not responsible to repair it is insane. Yes the walls were not on the scope of their repairs, but the walls were damaged when they removed the old trim which was apart of those repairs. So companies being paid to do a job damage something during that job are not responsible to repair what was damaged? 

  The attorney worked out a last try between the company and myself to try and get things right, so we will see if they are able to complete the work they agreed to do. Or if they want to leave yet another unsatisfied customer with half done work. 

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

  Business response

  06/19/2023

  We are actively working with ******************** to ensure she is satisfied with the end product. There was a return visit scheduled for Friday 6/16 at 11am.
  
  
  

  Customer response

  06/21/2023

   
  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.

   

  We are working on a solution to try and get the remodel done correctly. 
  
  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. ↩