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Complaint Details
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Initial Complaint
08/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When I originated my complaint with BBB on July 19th, I also contacted my insurance agent who called ServPro of South Durham and they jumped into action on the three remaining problems on my punch list. Two of those concerns have been resolved; however, a broken venetian blind has yet to be replaced. August 4th I called and spoke with the president, *** ******, with whom I had been dealing. He said the blind had been ordered and would arrive August 9 or 10. I assumed that meant it would also be installed that week, so when I had heard nothing I called him August 11th and left a voice message asking when the blind would be installed. When I heard nothing from him I called ******* *********, the Office Manager, whom I had been instructed to contact. She was unavailable at the time but would call me later, which she did while I was not home. I returned her call on August 15th, and asked the receptionist, ******, to please have either ****** or *** call me. To date neither has contacted me. My water heater broke April 24th and I really want to have this lengthy problem settled.
Business response
09/23/2022
Our team here at SERVPRO was aware of the broken blind, we did not do any work on the windows, but were unsure if it was damaged by our team, so we offered to replace as a courtesy. The blind is a very old model and we were working to custom order a blind that matched – we communicated this to the customer on multiple occasions. We explained to the customer that we had an estimated delivery date and would be in touch to schedule install as soon as possible, but we cannot make promises in regards to shipping times with supply chain delays. The customer was understanding during this time, but when it was time to schedule the install of this blind she requested that only the owner complete this. The owner’s schedule was less flexible than our other team members. The customer did eventually accept having another team member to install, which we promptly had done.
All aspects of the contracted job were addressed quickly – we understand that it is frustrating having to wait for items, but truly had no control over getting this courtesy blind in any quicker than we did. Our intentions were to go above and beyond by ensuring that we took responsibility for any issues that arose throughout the job process, whether we were at fault or not. I do feel that the customer is now fully satisfied and that we have addressed any and all of her concerns.
Customer response
09/24/2022
Complaint: ********
I am rejecting this response because:First, the implication that ServPro's workers did not damage the blind is outrageous. Those blinds were installed twenty years ago by my tenant. I have never opened, closed, raised or lowered the blinds. No one uses the downstairs. I only walk through each morning to retrieve the newspaper.
There were not complaints by me during the restoration and installation of the new flooring. The problems arose with the punch list of problems incurred in the process. *** ****** fixed several on the first walk through. He took my coffee table with him to have a water stain repaired and a paint sample to paint over a spackling job. He also measured the blind. After no communication for three weeks, I emailed *** to ask about the coffee table and the other two unfinished jobs. When there was no reply I contacted my insurance company. The agent called ServPro and informed me whom to contact. When I did, I was told the person was unavailable but would call later. When she did call later I was not at home, but I returned her call -- I never heard from her. At that point I also filed a formal complaint with BBB.
After another week *** called to apologize that there was no excuse for the lack of communication. He had the coffee table and we scheduled a date for him to return it. The table looked good. He also applied the paint to the spackling site. The blind that he had was not the proper size. He said he would investigate options and get back to me in two days. Again more than a week went by with no communication nor response to my phone messages and emails. When *** finally called to say he had ordered a blind and it had arrived, he again apologized for his lack of communication. I told him that as company president he set a very poor example. I told him that he did not need to install the blind himself -- he had shown me his colors -- any proficient worker was fine. The man who came had been on the crew who installed the flooring and he did a good installation job.
The water heater broke August 24th and created the original flooring problem, that was finally completed September 1st. Needless to say, I will neither recommend nor use ServPro again.
Sincerely,
*** ******Initial Complaint
01/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called ServPro out to investigate a leak as the tenant in a property, and the company is saying they can only release the information regarding the leak to the owner. As the person living in the home, I have requested the information multiple times. ServPro should not make appointments with tenants if they will then refuse to release information. The technician *******, who came to my home assured me that he would send me the report the same day of his visit. He then directed me to the manager, ******, who said she would send me the report the next day, but later informed me that she would only send the report to the property owner.Business response
03/16/2022
Business Response /* (1000, 14, 2022/03/04) */ Contact Name and Title: ****** - Business Manager Contact Phone: ********** Contact Email: ****************************** Ms. ****, As discussed previously we are unfortunately only able to work for the homeowner of a property. When we reached out to get permission from the homeowner you are renting the home from they denied this permission. You will need to discuss this issue with the homeowner - I wish we were able to assist you further and wish you the best of luck. Thank you!
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.