ComplaintsforServpro of Winston Salem North

• Initial Complaint

  10/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 28, 2022, servpro responded for water damage mitigation after a pipe burst in my house. During this time they busted another water line, flooding my house again, they attempted to repair the line which leaked into my basement. They said they would come fix it so I could have water. A crew responded that Friday and said they were unable to fix the water line and I would need to wait until the Monday because they had to leave. Monday comes and they removed vanities from my residence and did not shut off the valves to the vanities, flooding my house again when the water was cut back on. Leak was still not fixed. I went 5 days without water. Finally a supervisor responded and fixed the line. Then my dryer was broken while being slid across the floor, they repaired it. After everything was done my home started to smell like mildew. My insurance adjuster came out and did moisture tests and discovered there was still water in my ceiling with a 99% saturation reading after being mitigated by servpro. This will cause further damage which my insurance will not cover, and I do not want servpro back into my residence to cause further damages. I’ve reached out to the supervisor and was told she will notify the higher ups. I’ve suffered extreme stress from this experience with an emergency restoration service. I would like a refund for all services. I will have to pay for whatever insurance doesn’t cover, which they will not cover damages made by servpro. Servpro has not offered to pay for damages.

  Business response

  10/17/2022

  Mr. *******, I released a copy of your Certificate of Satisfaction that you filled out and signed on 9/28/22. In this document you awarded this company "SERVPRO of Winston Salem North" with a perfect score of all 10's. You stated you were overall satisfied with this franchise and would refer it to others. You made this current BBB complaint on 10/15/22. Your complaint comes 17 days after our mitigation was closed. In addition, under the section of the Certificate of Satisfaction is #10 Additional Comments. You took the time to type "Problems were fixed." This survey was witnessed by IICRC licensed SERVPRO water technician J. ******. I request this complaint be taken off the BBB website. 

   

  Customer response

  10/18/2022

   I am rejecting this response because:
  
  You are incorrect, the mitigation began on September 28th, 2022. Therefore that is a lie and I have solid proof. My insurance adjuster can verify. As well as a conversation with your female supervisor that shows her number and the date of our conversation as October 11th. So that statement that the job was closed on September 28th is a bad lie, that’s when we started.

  as well as my adjuster discovered 99% saturation and mold from the poor service I received from servpro.
  

  i am attaching photos of the water damage and mold, as well as 911 Restoration coming to fix the job. As well as texts with your supervisor, a young female with big earrings and brown hair.

   

  you see in one text screen shot she is talking about coming back out to get the scope done on October 11th.

   

  you see the text with my adjuster is just two days after it has began.

   

  The other photos show visible mold from the lack of treatment that allowed the water damage to spread into mold damage.

   

  then you see 911 Restorations equipment fixing the problem.

*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. ↩