ComplaintsforSERVPRO Of East Nashville/Madison/Goodlettsville

• Initial Complaint

  10/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Company gave an estimate that did not match end result and said it was due to me being unavailable when we were in constant communication. They said they had another job of Friday and were not sure if they could come then - I mentioned that if it was going to be the weekend it would be nice to do something with my kids on Saturday as I had canceled plans on Wednesday because they couldnt finish on Tuesday or any of the earlier days. I was understanding with the delay but no where did they say they would charge me extra and claim it was due to my schedule. Cost was a lot higher due to this. They called and said it was my fault and basically that I was lying and they didnt believe me. If they had come on Friday this would have been much lower.

  

  Business response

  02/06/2023

  Good Afternoon, 

  Thank you for reaching out to us. Servpro was paid for the services that were performed from the insurance company of the client. This was during a storm emergency situation and we were doing our best to help as many as we could. We were unfortunately not able to set specific appointment times and tried our best to get to all our clients in a timely manner. We did not charge the client for any services that we did not perform and supplied a detailed scope of work along with photos to the client. We did collect a deposit from the client that was refunded to her after we received the insurance check.  

• Initial Complaint

  09/16/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 01June2021 Servpro performed work for water damage in my bathroom. The work performed was not as quoted. Much of the work was not performed and more money was billed for shower demolition that was quoted. I tried to question the bill, but I was ignored and dismissed without much discussion. Originally the wrong invoice was sent and it took 43 days for the invoice to be issued. So in summary, the quoted work was not performed, the work that was performed wasn't billed correctly, and the follow up customer service has been completely unacceptable. Servpro is now threatening me with a mechanics lein.

  

  Business response

  10/06/2021

  Business Response /* (1000, 10, 2021/10/04) */ I called Mr. ***** to try and work out the situation. He claimed we didn't do the work that we billed for but I sent him pictures as you can see in the email chain below of the work being performed. I even went to the extent of taking off 2 billable line items because I couldn't prove beyond a shadow of a doubt that the work was done for those specific line items. If insurance were to be paying for this they would have not even questioned the work that needed to be done just by photo evidence. We can only estimate for what we see and for this specific job once we did the tile demo in the bathroom we saw the dry rotted sub floor and mold to go along with it. This work had to be done no matter what before you even begin to think about putting a shower back in. Furthermore, his estimate was almost $1300 and because it turned into a demo job and we were thinking in the customers best interest from a health and safety standpoint the actual bill was only $753.90. I tried to work with Mr. ***** as much as I could, again I even lowered the bill. It was never enough in the end, he didn't understand that the work provided needed to be done no matter what and we were working in his best interest for a safety and health standpoint due to the fact that the estimate didn't state we had to do extensive demo. Again I told him an estimate is just in fact that an estimate. Again I tried to do all I could to please him but at the end of the day I couldn't do enough. Consumer Response /* (3000, 12, 2021/10/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) The delay of a month and a half wasn't addressed. Sending the wrong paperwork wasn't addressed. It's completely unacceptable to not do over half the work and over-bill for the one portion done. This was never explained. The one conversation we had where he mansplained how an estimate becomes an invoice is not at all acceptable. He still does not address billing over double for line item 9. Business Response /* (4000, 14, 2021/10/05) */ I apologized to Mr. ***** about the time it took to respond. I had apologized and tried to work with him. The portion of the estimate that is said we didn't do is correct BECAUSE of the fact that the floor and sub floor was dry rotted and cannot be dried and has to come out for his safety and our liability. The other part of the estimate that he is saying wasn't done is setting air movers and drying the wood. Again, this couldn't be done because it was past saving. Please see attached pictures. Furthermore you can't place air movers on mold which was also present as you will see in the pictures. I explained all of this to Mr. *****, if you look at my previous response in the emails you will see where we talked about the extra demo and why it was needed. If you were to show insurance this it would be a non-issue and agreed upon the work needed to be done in the first place. Again these pictures will be in a below attachment. I also explained the extra demo that needed to be done where he is saying it was overcharged. Demo Shower Tile is just that demoing the shower tile. Behind that tile is chicken wire and mortar bed that we also had to demo because of the dry rotting sub floor. He stated that this wasn't on the estimate which I explained that we can't see through walls and when we open them up and see mold or dry rotted flooring that changes the scope by taking out the air movers we thought we originally needed and adding more demo. Overall this cut his bill in half. We weren't trying to do to much work or overcharge we were doing the right work which actually brings down his original estimate. As far as the wrong documentation this is in fact true, I apologized. We sent the right estimate but the wrong COS (Certificate of Satisfaction) to him. My office manager had also apologized to him and sent him the right documentation. Again I worked with Mr. ***** on taking off items on the invoice that I couldn't prove but everything else stays on. Once again, these pictures will show and prove where the extra demo was done. I have apologized to Mr. ***** on the communication side and once I took over have communicated with him on this matter and compromised where I couldn't prove work that was done.

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