ComplaintsforServicemaster of Salem, Inc.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Due to water damage discovered on 7/30/22, our insurance adjuster recommended ServiceMaster of Salem for damage mitigation and repairs. We contacted them on 8-10-22, with the project finally completing 4/24/23.For the purposes of keeping this complaint succinct, I will only provide details on a single instance of fraudulent billing practices. There is much more to say about this company that I would like on the record however, including:Taking longer than necessary to complete the project, due to constant scheduling issues and other errors.Lack of follow through and failing to keep appointments.Failures in communication between ServiceMaster and us, and between their own internal teams.Catching mistakes/oversights/errors, several of which would have cost us thousands if we were not watching them closely at all times.Left off large portions of covered work from the estimate submitted to insurance. The missing packing and moving expenses alone was a $5300 mistake.Etc...That out of the way, here are the details of the instance of fraudulent billing in question:On 7/29/23 I started working on replacing our dishwasher. On removal I was surprised to see the 25 year-old flooring and piles of dirt underneath. Since I had already caught so many errors by ServiceMaster, I had become familiar with their invoice, I distinctly remembered the "Dishwasher - Detach and reset" line item. Taking a look at the included photos, it's clear that the work and materials we were invoiced for never actually happened.I am requesting the following as a resolution:Full refund of the line item underlined in red on the attached invoice page:"20 .Dishwasher - Detach and reset"Partial refund of the square footage for service or materials we were charged for but did not receive, line items including:"12. Remove Vinyl floor covering""13. Vinyl floor covering""16. Underlayment""17. Floor preparation for resilient flooring""18. Additional charge for s******* down underlayment"

  Business response

  08/11/2023

  ServiceMaster did not perform the packout services for ************. *********************, Construction Estimator, was contacted by ************ through email asking about getting those line items in the estimate. We only estimate for the work we do. ***** forwarded the email to **************** insurance adjuster and let ************ know that he would need to contact his adjuster directly.

  ***** revised the estimate to reflect the work was done and updating line items to reflect that. A total discount of $317.41. ***************************** at ServiceMaster spoke to ************ and apologized for the missed items on the bill. She let him know that she would send him a copy fo the revised billing along with a check for the $317.41. She asked if that was the only issue and he said "yes". She also asked that if she were able to respond to the BBB and let them know that he is happy and they can close the file and he said "yes, thank you". Nicholle is mailing ************ certified. 

  Customer response

  08/24/2023

  I did receive the call from ServiceMaster where they agreed to refund for the work that was not completed. However it has now been a couple weeks and it has not been received. I was waiting on actually receiving a check before commenting on this case, as they have a habit of not delivering.

  ***********************

  Customer response

  08/29/2023

  Hello, this matter needs to be reopened as ServiceMaster has not followed through with the resolution that was agreed. It has been several weeks and I still have not received anything from them. 
  

  ***********************

  Business response

  09/06/2023

  Good morning I do apologize I am not sure what happened to the first check. I have issued another check and sent this certified mail. Please see the attachments of the check and the receipt for the certified mail.

  Business response

  09/06/2023

  Good morning. I apologize I do not know what happened to the first check. I have issued a new check and mailed it certified. Please see attachments of the check and the certified mail. Thank you

  Business response

  09/07/2023

  Good morning, I had responded to this yesterday and uploaded documents. I also call the ******* and let him know so I am not sure why we are receiving this message again. If you can confirm you received this I would appreciate it. Thank you

  Customer response

  09/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*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. ↩