ComplaintsforServpro Toledo West

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had water damage due to a bathtub issue that caused water to leak into a downstairs bathroom, dining room ceiling, and basement floor on 5/29/23. I called Servpro and scheduled mitigation with them. That service began that week after the incident and they removed all the items and materials in the areas affected. A month went by before they scheduled the restoration team to mt job. They began patching the dining room ceiling, I kept asking why a plumber wasn’t sent to find the cause of the issue but kept getting told they’d send one, the first time a plumber came was the week of 8/7/23. The dining room ceiling wasn’t textured properly and had to be redone, the painter had to return twice to paint it again. I’ve asked repeatedly about the corner round on the basement stairs needing replaced no response from Servpro. The bathtub surround was tiled very poorly and I asked them to fix it, they cleaned up some of it but it’s not done well and some tiles aren’t level and the grout is different thicknesses, as well as some areas there’s holes in grout. I requested my downstairs bath be finished first as 5 of us shared 1 bathroom during the 2 1/2 months on this on this project. The contractors they send don’t know what the issues are and I’ve had to update multiple of them on what needs done. I’ve missed work and had to arrange people to be here for a month and a half straight that they’ve been here working on the project. I’ve called to schedule a walk through with the manager **** from this office, no reply. The tile needs redone, they need to communicate properly with the customer on what jobs are getting done, and they need quality work to be completed before payment will be sent. It has been very unprofessional and unorganized working with Servpro, I do not recommend this company.

  

  Business response

  08/29/2023

  We have contacted the client and are making the deisred corrections to the work that she requested. 

  Customer response

  01/16/2024

  [BBB Transcription via Attachment]

  The incident that required repair occurred 5/29/23, the contract to begin mitigation was signed 7/7/23. Currently the job is still not complete as of today, 1/15/24. The ceiling leak was repaired and plastered twice due to lack of a match in texture, the painter came back a second time to paint the whole room again. The downstairs bathroom sink was installed by them, leaked twice had to be repaired. The bathtub was removed, the framing had to be redone twice due to mistakes, the tiling had to be redone three times due to many mistakes and messes made. The bathroom was continuously left a mess that I had to clean once they left. After last tile Job was complete the grout was left to stain the inside of the jacuzzi tub and left a stain and texture that they did not clean. I have tried repeatedly to clean it and it will not. I waited over two months after being told someone would be out to clean it for someone to show up today, the only reason they followed up with me was to ask for payment for which I stated the job was not complete. I have spoken to the owner and the assistant and did a walk thru after the initial tile job was reviewed, they did not feel confident in the ****** team to complete the job so they had their team from ****** come. I have had a plumber inspect their work and was told the cheapest items were used to plumb the downstairs bathroom sink and caps used on the toilet. The trim was mdf not wood as the original trim was solid wood. I was billed for removal and replacement of window treatments in the upstairs bath which never occurred and after a careful review of the bill I was overcharged $745 for tasks that were never done. I had to take off work repeatedly to be present for the repeated repairs due to them having to redo things again and again. I also had to have family members miss work to sit all day for these things. The mitigation department did their job well, the restoration **** was horrendous.
  

  Customer response

  01/16/2024

  I submitted another claim as I could not find the original one even after searching the website. I added additional pictures to the new claim can these be added to this case please. 

  

  Business response

  01/26/2024

  Thank you for providing feedback on your experience, and we appreciate the opportunity to address your concerns. We take all customer feedback seriously and strive to provide resolution to ensure satisfaction. We understand that you mentioned $745.04 of adjustments that were made during a review of the file, prior to our latest invoicing.  For reference, these request for credits as follows: Window related - $53.08; Metal tile trim - $47.14; Cleaning related - $244.63; Drapery related - $106.07; Paint related - $155.00; Sink related - $139.12. We are committed to ensuring that our customers are fairly compensated for any discrepancies in our billing. Our goal is to always rectify the situation promptly and and appropriately. It's important to note that we worked diligently to address and correct issues in the bathroom spaces and adjacent areas, maintaining our focus on achieving good workmanship. The initial site visit on 8/18/23 was followed by improvements and the completion of work on 9/13/23. The final reconciliation of billing was accomplished on or around 12/28/23. Regarding the water stain concern raised during the cleaning crew's visit on 1/15/24, we promptly investigated the reported area below the tub. Our findings indicate that the spot is dry, suggesting it was an isolated event rather than an ongoing issue. If there are any additional concerns or if you have further questions, please do not hesitate to reach out to us directly. We value your feedback and are dedicated to addressing any outstanding issues to your satisfaction.
  

  Customer response

  01/29/2024

   
  Complaint: 20471387
  
  I am rejecting this response because:

  The new stain is in a different place than in the original spot, they removed my bath tub and retiled around it 3 times there must be a leak caused by that. A plumber checked everything prior to the bath tub being removed and reset and there was no issue at that time.
  
  Sincerely,
  
  *********************

  

  Business response

  01/30/2024

  Following our site visit on 1/15/24: the water stain concern raised during the cleaning crew's visit on the same day was thoroughly investigated. The hygrometer used to detect and measure moisture indicated that the spot is dry, suggesting that whatever caused the stain was an isolated event. This confirms that the current plumbing was not leaking during the investigation of the stain. SERVPRO would be pleased to arrange a meeting with a BBB representative and our customer to work towards a resolution. 
  

  Customer response

  02/06/2024

   
  Complaint: 20471387
  
  I am rejecting this response because:

  This issue is due to their faulty repair to the upstairs bathtub, they also told me theyd contact me about repairing it and no one reached out, they also left holes in the ceiling from the tool they used. Also they attempted to clean the grout off the bathtub and it still isnt gone, the replacement of a new jacuzzi tub ranges from $2500-$3800 not including installation. The trim I asked them to fix because it came off due to not being attached properly was never addressed or fixed, nor was the messy caulking to cover up a shim for the bathroom sink. I still have to repaint areas they didnt finish. I do not want this company to repair anything in my home again, multiple attempts and more issues arise due to their poor work. I will pay the mitigation bill as they did their job but I will not pay the rennovation bill due to all the repairs I now have to outsource to fix what they ruined.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  November 10th I had a house fire and my family and I was placed in a hotel. I was referred to Servpro by another family that was staying at the hotel. Servpo came and completed an estimate of my home. I was advised it would take 30 days to complete the job. I noticed the guy was talking about cleaning items that were on my insurance estimate to be replaced. I told the guy I was confused because the insurance adjuster advised me these items should be removed. The guy stated we can't just go around removing items. I called my insurance adjuster **** and informed him of what the company said about the items. **** stated these items are a total loss and need to be replaced. Around Christmas, I received a call from Servpo stating their employees could not come to the house because someone caught Covid. I told the lady I understood due to my job experiencing the same issues. Well after that day Servpro never showed back up to finish the job. I reached out to **** numerous times through e-mail and office number. I never received a callback or a response by e-mail. I then had my insurance adjuster reach out to **** and Servpro. I received a call from ****. **** was argumentative about his workers completing the job. I explained to him I had a video showing how the job was not completed. After defending the lack of work, **** agreed to do a walk-through. **** called me back and stated he would have a cleaning crew go to my home to clean and remove the stove. I completed a walk-through of my home with a different contractor and he stated the material that Servpro had laying around is used and this job should not be taking this long. My insurance adjuster asked for the final estimate, so we can pay and start construction. The estimate includes items that should have been replaced. I still have not received an updated estimate from Servpro. I called the office and no one is available when I call.

  

  Business response

  06/03/2022

  Our owner M***** ******* met wtih Ms. ****** on 3/26/2022.  She reviewed the work that had been billed for and the current condition of the home. There were some areas that SERVPRO would suggest being recleaned (ex: furniture legs and window sills).  Ms. ****** was given the option to allow us back to reclean the areas, or to have them removed from the billing.  The resolution was to remove the items that were not cleaned to her satisfaction from the billing and resubmit to Ms . ****** for payment.  Please contact me at ******************************* with any further questions. 

*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. ↩