ComplaintsforServiceMaster by McCann - Lima

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service Master contacted my Insurance company, Liberty Mutual, on March 13th, 2024, to do mitigation after a sewage pipe busted in my basement. My Insurance company gave them permission to begin mitigation at my property and they arrived at 9:31 among March 13th, 2024. They went into my basement to assess it at 9:31 am and came out at 9:33. One of the men had one of my leaf blowers in his hand and proceeded to take it to his truck. I noticed several times that the men were taking bags and other items to their trucks instead of to the dumpster. They told my husband and I that they were told to throw everything away because it was contaminated. They then wrote a letter to my insurance company stating that my husband and I told them to throw everything away. That is untrue and there is no evidence of us saying that. Regardless, they contacted my insurance company directly and I, nor my husband was part of that conversation. The dumpster was taken away around 2 pm. After,that, I see another worker walk through my backyard with items in in hands around 3:43 pm. Also, one of the men went into my garage as well. I have ring cameras on the front, side, and back of my house that recorded the thefts. They also sent a list of items to my insurance company that had less items than were in the basement. They also threw out undamaged items that could have been salvaged. They were very unprofessional. I saw several of the men take items to their work trucks before, during and after the dumpster was taken away. I tried to get this resolved with the manager who was very hostile towards me. I have made a police report. They threw out or stole valuable items and also threw away items from my son who passed away in 2019. They took another one of my sons Jordan's among other valuable items. I have videos but am unable to load them on this page. So I hope I can send them another way.

  

  Business response

  04/23/2024

  This complaint is full of inaccurate information and is being investigated cooperatively with the consumer's insurance company, our insurance company and, we are awaiting notification of the indicated police report. Until both insurance companies complete their due diligence and a resolution of the police report is achieved, we cannot comment on the allegations indicated. Obviously there are two sides to every story and we look forward to sharing ours when the appropriate processes have completed their course of action and the facts can be revealed. 

  Customer response

  04/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have videos showing the workers stealing my items on my ring video. I would like to upload those videos, but I am unable to because of their size. I would like to have an alternative way to upload the videos.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  called out service master after a water line break in my home 2-23-23 they came out extracted water and started the demo process during the initial job the communication was great always received a call back or follow up. once the demo was done and they were paid couldn't get anyone to call back. the guy they recommended to do repair came to give a quote and never got back with us .so when we found a different repair contractor to do a quote he quoted additional demo fees he said because of the poor job of the original demo. also during the demo the thermostat was missing the face to operate the heating system when brought to **** attention he said he wasn't sure what happened to it.so we were forced to replace the thermostat which heat still wouldn't turn on so we called and informed **** he offered to send someone on monday so we called a hvac tech and he came out and had to troubleshoot the system which was a service fee and in his finding he found that the thermostat wire was torn from demo and had to replace part of the wire charged 60 plus service fee of 75 .about 160 bucks later with new thermostat we got the heat back up and running that had no issues prior to the demo. on that Monday the guy **** was sending called we informed him we had it fixed and he said he would let **** know and have him call about cost. never heard anything from ****. then as the repairs are going on the flooring guy comes to lay carpet and ask what do you want to do with this pile of wires in the corner we told him they go to the camera security system so leave them that's when he pointed out the wires were not connected to anything and were cut. so now im furious because what was the reasoning for cutting the camera wires they were hanging up out of there way and should have been able to pull carpet without them being in the way without being cut ..now i have to pay to have new wires ran for my camera system with additional demo fee and the heating repair fee

  

  Business response

  05/18/2023

  Upon completion of work and payment we received no further communication from the customer, we were unaware there were any further issues awaiting communication from our company. We apologize our recommended vendor was unresponsive, we try to work diligently to maintain good relationships with all vendors.  We will look into this matter.  We did misplace the face to the thermostat and agreed to replace the unit, the customer decided to have another company come out and handle the issue.  The morning of the appointment we were informed the work was completed, there was no further communication from the customer.  If they would have asked further questions or sent us a copy of their receipt from the replacement we would have gladly reimbursed them at the time.  Camera wire issues were never addressed, therefore we are unaware of this issue.

  We apologize for the unsatisfied work and would gladly reimburse the cost of replacing the broken thermostat.

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