Complaints

• Initial Complaint

  07/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  SM was called on 7/16 to help with mitigation after storm water entered my house, which insurance said would be covered.I was told SM called insurance and they were approved to start 7/17.On 7/17, ** told me that they were covered by insurance but the only thing they weren't sure was covered would be my kitchen cabinets. Due to employees in positions of power, I thought this was covered by insurance.Repairs commenced but when I contacted my claims adjuster he said insurance would not cover anything, despite what both SM and I were told. I went to my house and told the gentlemen this immediately. I was told they would provide an out of pocket invoice as well as one for insurance. I received one.On 7/19, an employee was pushing me to discuss payment and I stated I would've handled this situation differently had I known insurance would not be cover and I could not pay more than $50/month. When he continued to press and tell me I needed to put over $10,000 on a credit card, I did not acknowledge that statement, as I can only do $50/month. He was also not the finance person.I was contacted about billing on 7/23. Where I was told that "I said I would put $12,000 on a credit card and pay $2232 out of pocket," which I never said. I continued to explain that I would need a financing plan and could do $50/month as the situation was unexpected and I was misled. They offered one financing option- pay over $4000/month for 3 months.I stated the same thing, they threatened to send the bill to collections. I understand and accepted. Immediately they threatened legal action. SM has financing options available and none were offered to me. Upon making a payment of $50 today, I was told that was unacceptable and that I needed to pay 1/2 of the bill this month and the next. The invoice was dated 7/15.Insurance told SM this was covered on 7/16, why isn't this going there? Why are we threatening legal action before offering financing available on the corporate site?I've paid 50.

  Business response

  08/07/2024

  Customer ******************************* called us on July 16, 2024 9:43AM with Water Damage occurring the previous day.  Our estimator ************************* went to job that afternoon.  Spoke with ******************************* and sister.  Explained what needed to be done.  She provided Insurance information including claim number.  ***** called ******************* in front of customer.  Explained situation.  Travelers said we could start mitigation.  We explained Servicemaster does not determine coverage that is up to you and insurance company.  The following day the crew arrived on site on 7/17/24 9:30AM.  At that point she signed authorization and we explained that she would be responsible for Water Damage if not covered by Insurance company.  We do not provide a written estimate at that time until all measurements are put into the Travelers billing system.  
  
  
  On July 18, 2024 we found out it was not covered loss and we informed customer.  **** the supervisor was onsite explained to the customer *******************************, her mother and sister, that it was not covered.   We explained what needed to be done and if we should continue.  ******************************* asked us to continue work.  We than discussed payment situation.  **** explained we would try to help and that two payments totaling $10,000 would be due that is $4,000 less than the actual invoice.  The customer asked when this would be due and we told her on Tuesday, July 23 when the accountant was in the office.  She agreed.  On July 23rd, the accountant **** called customer to get payment.  ******** told accountant that she was not aware of payment plan and did not have any money.  She said she could pay $50 a month and we told her that was not an acceptable payment plan.
  
  
  We would be more than happy to review invoice with customer and make any corrections needed.  We would also be happy to discuss a mutually agreeable payment plan.  
  
  

  Customer response

  08/14/2024

   
  Complaint: 22039726
  
  I am rejecting this response because: I am uncomfortable continuing conversations about billing or adjustments with the franchise. The amount has been changed and the response from business has misinformation confirmed by the witnesses they list. I don't know if the bill, should it be adjusted to reflect work done, would still be accurate.

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

  Business response

  08/14/2024

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

  You have made no attempts to contact Servicemaster about adjusting invoice or clarifying invoice.  You have made no attempt on making payment arrangements on invoice.  We have asked you to call us and you refuse.  We have asked for a better payment plan and you have not responded.  Email or call to adjust.  You contacted Servicemaster Corporate, and they told you the same thing.

  ServiceMaster 

  Customer response

  08/15/2024

   
  Complaint: 22039726
  
  I have requested communication through email so that we have a written record, since we have disagreed about past verbal events. I used the phrasing "uncomfortable with communicating with the franchise" also because of the disagreements. I understand that you are in charge of this, I'm just trying to have information that can be referenced after the conversation. 

  I've been in constant communication and have found a way to do 2.5x what I thought I could so far, I am clearly trying to get to a place where I can pay. 

  I will call this afternoon with an email follow up.

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

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