ComplaintsforSERVPRO of Annapolis/Severna Park

• Initial Complaint

  02/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 20th, 2023 ServPro came to my house, saying they were told by my insurance company to remediate water in the basement. They told me that I owed my deductible of $1,000 and I could see their paperwork said ******** on it. My impression was that they would clean the carpet and they informed me they would have to cut into the walls. They removed my carpet and walls, sanitized the floor and left driers and dehumidifiers in my basement for the weekend. The basement did not have any sewage smell until the plumber opened up the pit, which was around the time they were investigating the damage. After they finished their work, my insurance company called me to tell me they were NOT covering the damage or repair. ServPro collected their equipment on the following Monday (1/23) and left without saying I owe anything. I got a call today from ServPro claiming I owe them a remaining cost, and did not say what it was. When I asked how they calculate the cost, they told me they used special software for insurance companies. 1) If they were unsure of my insurance coverage, they should have let me know. Instead, they told me my insurance contacted them and gave the go ahead up front. If I knew I would be paying for the whole remediation, I would have been able to consider my options, or at least I should have been told what that cost was up front so I could agree to it. 2) The way they calculated the cost sounds like they use some software for insurance companies and would not have charged individuals with something this expensive. Their lack of transparency is shady and they should do better. Looking back at their document, which was not visible on their tablet, the amount says TBD, but they verbally told me $1,000. I did not have the opportunity to select the "customer reviewed document" button. If I could see the whole document, I would have had them correct the name in the field -- which is not mine.

  Business response

  02/14/2023

  We are reviewing.  Thanks, Diane W*******

  Business response

  03/01/2023

  We initially received a call from your significant other stating that your ejector pump failed. He spoke with our office manager Kelli and mentioned you would be filing an insurance claim with ******** and that you were on the phone with them, which is why he called. We entered your information into our computer system. At this point, we assumed you and he owned the home together. He did not know your claim number or deductible amount, so we asked him to call back with that information. Roughly five minutes later, your significant other called back, he mentioned he was NOT the homeowner. He informed us of your name and that you were the homeowner. At that time, we asked if you would be home to sign our paperwork and he said you would be. At this point, Kelli let you know that Allison (production administrator) would call you to schedule a crew to come out to perform water mitigation.
  
  Allison called and spoke with your significant other and service was scheduled for January 20th with an arrival time of 1:30-2:30 PM. You paid your deductible of $1,000.00. Jim discussed the scope of work with you and mentioned he would need to remove porous materials due to this being sewage(category 3 water.) Jim said you asked why we would need to remove carpet and he again informed you that it was sewage, you agreed to the scope of work and we proceeded with our services. We dried the damaged area out in three days, and we removed our equipment on 1/23/2022.
  Once services were completed you signed off on our certificate of satisfaction, this form states that you are satisfied with our services. No issues had been mentioned at that point, and we believed you were happy with the services rendered. We then contacted ******** insurance. ******** insurance and SERVPRO have a national account and agreement. Any job that is done with ******** insurance goes through a SERVPRO audit and upload and must oblige by all rules that SERVPRO and ******** agree too.
  On 1/26 we asked ******** to send us the job assignment because it is a mandatory upload. On 1/30 Alexander from ******** said “no assignment can be made for this claim at this time. There are coverage concerns and the insured must provide us a plumber’s diagnostic report before we are able to set up any sort of assignment.” We replied, “We will send an invoice to you and the insured at this time and if you would like to send us an assignment after, we can upload it at that time. ” Shortly after, Alexander replied “you can send us anything you would like right now. But as for now, you would need to follow up with the insured for all payments as there will be no payments made on the claim at this time.” We followed up by sending an invoice packet to Lemonade. On 2/2/2023, Jackie from ******** replied and said “I am Jackie and I am responding while Alex is out of the office. At this time, no payments will be issued in this claim as there is a question in coverage, please forward all invoices directly to the insured.”
  We called you on 1/31 and left a voicemail to discuss what ******** had told us. We mailed a letter ons why here...

• Initial Complaint

  02/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Servpro of Edgewater was hired to complete water remediation at my home as a result of a leak from our Master Bathroom. Their scope of work took place from 11/10/21 to 12/2/21. On 11/10/21, while removing wet material, Servpro hit a water supply line, which caused additional damage to my tile floor. Servpro of Edgewater claims that moisture levels were taken times in the room where the pipe was originally broken, as well as the room below it. Servpro did have a plumber come out on 11/10/21 to repair the damaged pipe. Also during the course of removing wet drywall, they chipped a tile al*** the wall. Servpro of Edgewater's management was made aware of all of the damages and the circumstances of how it occurred between 11/10-11/11/21. In an email on 12/7/21 from the Production Manager, Eric L***, claimed that a moisture level check was conducted immediately after they had broken the pipe on 11/10/21. This was also stated in an email from the General Manager, Chris G****** on 12/9/21. However, I had taken time stamped/geotagged photos of the room prior to Servpro beginning the remediation which directly refute what Servpro of Edgewater claimed happen. There was only one moisture reading taken on 11/10/21 which occurred at 8:55am, I have an attached photo which is timestamped 8:53am on 11/10/21. When I requested for a copy of the drying report, I was given 2 of the 21 pages in the report. I reached out to Servpro's Ops Manager, Nick W******* to get the rest of the report, and he refused to provide it and stated that it was proprietary information and that corporate policy prohibited him from supplying it. I reached out to Servpro's corporate office who stated that there was no such policy on the corporate side and there isn't a justification that they would be aware of that would keep W******* from providing the full drying report. Servpro was paid in full by my insurance company $2031.41 and has yet to make any attempt to provide a copy of the full drying report

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/02/02) */ Hello, The drying report was created by SERVPRO and is proprietary to SERVPRO and bel***s to SERVPRO. The customer was provided the customer report that is provided to each customer. We have strived to accommodate the customers request and answer all questions associated with our service. Other than supplying the proprietary report, we have answered all of the customers questions to this point. Thank you Consumer Response /* (3000, 7, 2022/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The "proprietary information" policy that SERVPRO of Edgewater is referring to does not exist according SERVPRO's corporate office. I've had several phone calls with SERVPRO's corporate office, including the Quality Assurance Department and the Key Account Holder, both of which confirmed that there's no such policy that exists at the SERVPRO Corporate level. SERPRO's own Corporate office was confused by the "proprietary information" excuse that was used by SERVPRO of Edgewater's Operations Manager, Nick Whittles, as justification for not providing the full 21 page drying report. I reached out to SERVPRO's Key Account Holder, Dale G******, on 1/10/22 who asked if all parties involved would be willing to have a three-way phone call to handle this situation amicably. I was more than willing to have a conversation about our situation, but SERPRO of Edgewater's management refused to be on the call. I have the email response from Dale G****** confirming, which I can provide at any time. My request for the full 21 page drying report is to confirm whether the other moisture level measurements of the floor that SERVPRO of Edgewater claim took place actually occurred and were ever documented. Due to there only being one moisture level reading documented on the two (2) pages out of the 21 page drying report, which: 1. Occurred on the day SERVPRO of Edgewater broke the water supply pipe 2. According to the timestamped 2 page drying report that I was provided, the moisture level reading was taken before SERVPRO of Edgewater broke the water supply pipe If other moisture levels of the floor were taken as SERVPRO of Edgewater's Production Manager Eric L*** and General Manager Chris G****** have claimed to have happened, what would be the reason that it was not included in the drying report? And, if the moisture level readings of the floor were documented, what would be the reason for refusing to provide the evidence that the readings were documented? My biggest concern is that based on the 2 page of the 21 page drying report that I was provided by SERVPRO of Edgewater, there is vital information that was omitted or was not made available to me. And when I asked for documentation to confirm the scope of work they claimed to have completed and were paid for in full, I'm being told that it's "proprietary information". That doesn't sound like "striving to accommodate the customers request and answer all questions associated with our service", it sounds like they are trying to cover their tracks. If SERVPRO of Edgewater has any documentation that contradicts anything that I have disputed with them, all that I'm asking is that they make the documentation available to me. Business Response /* (4000, 9, 2022/02/08) */ If your request for the complete drying report is based on your belief that there are other documented moisture readings we are not providing to you, you are incorrect. All documented readings are included in the two pages we have already supplied to you. Other information regarding moisture levels in the living room were based on verbal conversations. No other documentation exists. Your wife witnessed the readings being taken by Eric L*** and Chris G****** and the results were provided to her on site and you via phone call during the inspection.

*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. ↩