ComplaintsforProfessional Restoration Service Inc.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2022, the water heater broke in the rental home I live in. Due to water damage, I had to move, my landlord notified his insurance company (State Farm). They contracted Servpro Team ******* to do the clean up and repair work. The rep from Servpro told me several times that my things would be moved to storage until clean up and repairs were made. That WAS NOT done even though I made several phone calls and requests to have that done. I was assured my things would be well taken care of. The clean up was completed within several weeks. (carpet was removed; walls and insulation was removed in the bedroom, hall and living room). Restoration didn't begin until June of 2022 and completed in July. During that period, my clothing was removed from the closets and laid on the couch and the bed. In May, I went in to get some clothing appropriate to the weather change. I found mouse droppings and urine throughout all of my clothing; two items were chewed and ruined; and my couch was covered with droppings and urine!! I gave a letter to ***** *******, Mitigation Operations Manager), requesting that my clothing and couch be cleaned and the ruined items replaced. The couch was cleaned, but I was told to call my landlord's insurance company about the clothing. They first told me to have the clothes cleaned, give the receipt to my landlord, they would reimbuse him, and he would reimburse me. Later, the agent ******* ************) called me back and said they were not responsible for Servpro's work and suggested I call my insurance company or Servpro. I contacted my insurance company (Ayers Insurance) and they told me that they were not responsible for workmen's damage and that I should contact Servpro. I have contacted Servpro NUMEROUS times, only to be referred to someone else, or to be told I would be called back, which doesn't happen! In the meantime, my belongings were moved out during restoration and other damages occured. OUT OF SPACE/ NOT DONE

  

  Business response

  12/29/2022

  SERVPRO Team ******* is responding to the complaint #******** by the tenant of our customer, WKM, LLC.  SERVPRO Team ******* was not paid/contracted/hired by ******* ********, and does not recognize ******* ******** as a customer of SERVPRO Team *******. 

   

  SERVPRO Team ******* has communicated with WKM, LLC, regarding items/issues of concern.  WKM, LLC, has been informed that no openings to the exterior of the home were made and that only interior drywall was disrupted due to areas of water damage. This means that the rodent(s) that affected contents within the home during the window of time of it being unoccupied, were simply affected by rodent(s) that had already had access to the home from the exterior (perhaps through the crawl space, or other protrusions of the home which were not a part of the mitigation/repair work by SERVPRO Team *******).  

   

  SERVPRO Team ******* was hired and paid by WKM, LLC and their respective insurance carrier by which the claim had provisioned work.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** a female worker of Servpro in ***** was very nasty rude and unprofessional toward me when I just tried to ascertain that the vehicle 2016 Range Rover sport

  

  Business response

  11/14/2022

  We contacted the customer.  She was upset that she called for a receipt and was spoken to unkindly on the phone.  I apologized and told her the situation was being handled in house with training.  She has received an invoice per our conversation and she did not request any other assistance/resolution.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The original date that I signed the contract for Servpro of Medina to complete the restoration project to my home was May 7, 2021. At that time I was told by **** ******* (Project Manager) that it would take approximately two weeks for them to complete the work. The project was not complete until September 27, 2021, almost five months. The mitigation portion of the project started approximately three months before that, so this company was in my home for a total of eight months for a project that should have taken one month total. The workmanship and professionalism of everyone from management to subcontractors was the worse that I have ever experienced. The workers ruined carpet, broke furniture, they completed several jobs more than once and it was still not adequate. I took pictures of the work and the representatives from Servpro agreed that the work was subpar. My initial down payment was $3900 with a final payment of $6500 for a total of $10,400. I am so disgusted with the work done as well as everyday my wife and find more of their poor workmanship, not to mention we are going to have to pay $1500 to match the carpet that they ruined.

  

  Business response

  01/07/2022

  [[[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 1/6/2022]]

  Business stated they have resolved the complaint with the consumer. Business sent email attachment they had with the consumer confirming resolution.

  *Please see attached.

*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. ↩