Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After a fire we were left with toxic smoke and soot damage to the basement and the first floor of our house.Because the house had to be thoroughly cleaned, sealed, and repainted to stop the presence of those toxic compounds, the lower level and the first floor had to be emptied of all their contents. We paid the contents division of Servpro, $30,000 to pack, remove, clean, and return our contents. The day the items were returned, at least 141 boxes, we were told open and check them in 7 days, and after that period no claims could be filed against the company. There I was, 80 years old, on oxygen every night, and told I had 7 days to identify what was in 141 boxes located in 7 rooms on two levels of our house. and determine their condition. In many places they were stacked three-high to the ceiling. It was at that point that we were required by that company to pay them the full $30,000, even before we were able to open even one box. For the next 6 1/2 days I worked 10-12 hours per day. There were very few boxes which we opened that did not contain broken or destroyed items. We have well over 100 photographs of that damage, to the point that we stopped photographing less than maximum damage. We sent every photograph to the company, including some of many items never returned. Since then we have been arguing with the GM about compensation. We paid that Servpro franchise $30,000 to inflict such suffering and damage on us. Servpro admitted to us that the damage was caused by one employee and they fired that person. Their final statement to us was that we needed to accept their offer of about $2600, when we could show almost $4000 of damaged and lost items, and sign a document never to write a negative review about them. We refused and were told that was their final offer. We are asking $4000 for damaged and lost items. This was not an insurance or depreciation issue. It was an irresponsible employee issue.

  Business Response

  Date: 11/28/2023

  Please see the outline of correspondence with our Customer on this matter. We've met with them multiple times and have offered multiple settlement amounts based on Customer requests all of which they deny after requesting. If you need further detail or clarification please let me know.

  
  

  09/07/2023 - SERVPRO met in person with **** ****** at SERVPRO's Office to discuss the damaged item, and explained the process of the settlement and determining damaged items value and went over every item they claimed was damaged.

  
  

  09/8/2023 - SERVPRO provided a *** ******** of their damaged items and offered a settlement amount of $2,600.00 based on the depreciated amount - the Customer declined.

  
  

  10/4/2023 - SERVPRO provided the non-depreciated settlement offer increased to $3,500.00 - which the Customer declined again. 

  
  

  10/10/23 - SERVPRO spoke with the Insured's Adjuster and agreed to increase the amount to the requested $3,800.00 settlement amount with $2,600.00 being provided up front and the remaining $1,200.00 being provided once proof of purchase was provided to SERVPRO. This offer was presented to the Insured and to date the Customer has not responded. 

  
  

  Customer Answer

  Date: 11/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: none of these items were damaged or destroyed or lost as a result of the fire. All of the damage and destruction was caused by one of their employees. When they discovered that they fired the employee. Most of the items (over 100 of them) are irreplaceable, many at least 55 years old and also one of a kind. To depreciate them is useless. The value we came up with is on items only of a similar appearance. As far as we are concerned the insurance issue is for the company to replace their losses as a result of their employee. We want the value of the items up front, not depreciated because the company did the damage not the fire. In addition they want us to sign a document banning us from giving them bad reviews. I will not be bribed! I have and will continue to tell people the truth about the company and their actions, warning anyone who cares to listen not to trust this company with anything of value and to make sure they have a signed contract with them. Otherwise their promises are useless as we have discovered unfortunately.
  
  Regards,
  ****** ** ******
  ****** ******