ComplaintsforSERVPRO of Beverly/Cape Ann

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  You responded to my request to look at my mother’s basement mildew problem and charged me $150 because “there might be mold”. I thought this was unreasonable, as no mold had been identified, but as Servepro had a good reputation I paid the fee, to be refunded if the job was done. I fully intended to hire your company. Your team arrived at my mother’s home in good time, on Thursday, Oct 21. Danny and his associate looked at the job and he asked if a test for air mold had been done (no). This was his explanation for the $150 fee, but if there was no such evidence of mold, why did I have to pay up front for an estimate? First hint of trouble. We discussed mildewed wallpaper removal; Danny said they had never done that before. Second sign of trouble. The scope of work was to remove wallpaper, clean the carpets and all hard services on the finished side of the basement. On the unfinished side, the work was to include removal/disposal of the old freezer, and some kind of anti-mildew spray treatment. I asked how soon I could get a quote and was told by end of day Friday, the next day. The quote didn’t arrive Friday night as promised (third sign of trouble). After calling the office the following week to ask where the quote was, I was told that quotes are never delivered in the timeframe I was promised, that they are done on Mondays. However, I didn’t receive the quote that Monday, October 25. I finally received it on Wednesday, October 27th. The format of the quote seemed be the output of some internal estimating system. No mention of the freezer removal, no labeling as to which rooms were 1, 2 and 3, no mention of the cleaning of the sofa. I called the office to request a callback to discuss my questions. No return call for severaly more days. I then emailed the office at [email protected] on November 1, requesting a callback at 3 or 4:00 that day. No reply to my email, no call back. Now I am truly thinking I called a disorganized, poorly m

  Business response

  11/19/2021

  We have provided a scope of work and estimate for *************************.
  
  We await approval to schedule the mold remediation for Judys *************.
  
  The images provided in pdf format for your review. These images are from the initial inspection.
  
   
  
  Thank you!
  
   
  
  Kind regards,
  
  Tanja
  
   

  Customer response

  11/19/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   

  I requested the refund of the $150 I was charged for this estimate.  The company wore no PPE, so they cannot claim the fee was for protection of their workers.  Their shoddy and late proposal was unacceptable.  I insist that they refund the $150 they charged in bad faith. 
  
  Regards,

  ****

   

   

*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. ↩