Complaints

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Servpro was contracted to do work authorized by insurance company. An estimate was given by insurance and accepted by Servpro to determine the scope of the work. Numerous items in the estimate were never done, due to not being needed. Many other items were only partially done. Servpro want full payment based on estimate. I want a final **** for items actually completed, not the full amount of the estimate that includes work not done or only partially done. If they did not do the work, they should not **** for it. Servpro also does not want to credit me for unused allowances.

  Business response

  05/02/2022

  We completed mitigation and reconstruction work for *************************, who is the insured and our customer. We explained from the beginning of the reconstruction project that we are working off the final total amount of the reconstruction estimate and would not go line by line of every line item on the estimate. The customer agreed, and the insurance company also agreed on the scope of work to be done. We finished all the items on the estimate and this reconstruction project has been completed as of 2/14/22 and we have been trying to collect final payment since. 
  
  
  The total **** the insurance company approved was in the amount of $47,411.08. The customer was paid for this claim in increments and thus far they have paid $31,567.66 toward our invoice. When the final check was issued by the insurance company after project completion, the son of the customer (***********************) received it, then asked insurance to put a stop payment on the check and stated they would like to go through the estimate line by line to "ensure they is not committing insurance fraud". To reiterate, the insurance company adjuster has approved the estimate in full and has agreed to pay out the claim in full.  
  
  There were some minor items on the project that *********************** chose to do himself, so we credited the invoice above and beyond in the amount of $3,458.10 to cover those items and any incidentals that *** arise. We have also attempted to contact **** by phone over 20 times, but he has refused to take our calls to sort this out.  
  
  At this point, we have filed a mechanic's lien and sent ************************* to collections due to not receiving final payment. Overall, this customer is preventing the payment from being completed by the insurance company. Their goal is to go line by line with us to receive additional discounts and we stay firm with the remaining balance owed to us.

  Customer response

  05/03/2022

   
  Complaint: 17109298
  
  I am rejecting this response because:  I want a **** for the items completed, not for what was approved to be done by insurance company.  Many items on the insurance estimate were not done or only partially done.
  
  Sincerely,
  
  ***********************

  Business response

  05/06/2022

  We would like to emphasize that Mr. *********************** is not the customer, his mother ************************* is. The insurance company has stated they are more than willing to pay the full amount that Servpro has invoiced for all the work that was completed, and there is no reason for any further communication between SERVPRO of St. Charles/Geneva/Batavia and ******************. 
  
  
  We have submitted all viable estimates and scope of services, including photos of the completed project, signed off on by ****************** *********************** insurance company and the assigned adjuster. 
  
  
  This is not an opportunity for an individual to receive financial gain from an insurance claim. ****************** is not the client with the insurance provider. If ******************* would like to reach out and discuss the claim, we would be happy to speak with her. 

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