ComplaintsforSERVPRO of Southwest Raleigh / Holly Springs

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  July 19,2023 a tornado damaged my rental house at **************************************************. ServPro Southwest Raleigh evaluated the property that day. They sent a crew to put tarps on the roof (had to be done 3 different times) which leaked causing inside damage to ceilings, walls, floors. They started tearing out the dry wall and ceilings then they were just gone along with their equipment. There are now mold and damp sheetrock/insulation inside the house. They filed for a building permit which they never picked up. Dozens of attempted phone calls to my contact person ************ have produced no return calls. I need to know if they shut down this project and if so why. I have a damaged house in need of repair and need to find someone to do the work.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Servpro of southwest Raleigh/holly springs was responsible for the repair of my mothers home which she rents located at **********************************************************. Her roof was severely damaged during the tornado which hit the area on July 26, 2023. Upon initial inspection of the home, there was no water damage as a result of the roof damage. Servpro was hired to repair the roof. They subcontracted out the roof to be tarped until Servpro was able to schedule the roof repair. Half of the roof was torn off during the tornado, so proper tarping was necessary. The company which tarped the structure did an unsatisfactory job, and the interior of the home sustained major water damage a result. Servpro accepted responsibility for the damage and proceeded to tear out water damaged areas of the inside of the home after the roof was finally completed in the middle of September 2023. They stopped in the middle of the tear out and we have not heard from them since. We have contacted ************************* (construction manager), ************************* (owner), and the national hotline numerous times. We have not heard back from anyone even after leaving various voicemails and contacted them numerous times. In the meanwhile, water is festering inside of the dwelling causing potential mold issues present and future. My mother is 80 years old and is concerned about her health due to potential mold and we feel she was taken advantage of because she is a senior citizen. I am in disbelief that this local Servpro franchise which represents the Servpro name on a national level is conducting themselves in this unprofessional and negligent manner. As of today, September 27, 2023, we have yet to hear from ****, *****, or anyone from the corporate level.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Servpro came to my parents home on 4/18/23 to complete a clean up after my father had a medical emergency. Its now 4/25/23 and they have not come back to clean up the mess they made outside of my parents home. ****, the production manager and **** have both promised that someone will be out within 24 hours and no one has come. My parents have been promised someone will call back, no one has. They are now at risk of being fined and they will have to hire someone to come plate what Servpro failed to do!

  Business response

  04/25/2023

  This complaint is not a current customer of ****************************************************************** We believe based on the name **** that the relevant franchise is  the SW Raleigh Servpro located on ***************. Please feel free to contact ********************* at ************ with any questions or concerns.

  Business response

  04/28/2023

  We appreciate the customer's feedback and have worked to resolve this matter with the customer.  In this type of project, our team was relying upon a 3rd party to pick-up and haul away specific items.  Our team was promised a specific date for pickup but that date was moved by the 3rd party vendor.  Our team provided the most accurate information we had at the time to the customer.  The owner of the company reached out to the customer, apologized for the delay, resolved the matter and the debris was removed and project closed out.  The owner also provided a discount to the customer for their inconvenience.  Our team always strives to provide good work and timely responses to our customers.  We appreciate the opportunity to work with this customer during their time of need.

*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. ↩