Complaints

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to have a water leak fixed in my bathroom and 2 Servpro of ************ employees came to my house. They detected water under the tile and they asked for my claim number. After I gave it to them they tore out all the tile and left me with plywood floors in my bathroom and 2 closets. State Farm disputed this (they thought it was unnecessary, as if they know) and denied paying anything. Now I've cancelled State Farm, which I've had for 40 years and Servpro won't do anything to fix this.

  

  Business response

  08/29/2023

  Hello *****, 
  
  Thank you for sharing your feedback with us.
  When we addressed the water leak in your bathroom, our primary concern was to prevent any further water damage or potential mold growth quickly so further damage would not occur. The work undertaken, including tile removal, was based on our professional assessment which we shared with you and with your signed authorization to begin work immediately. Our intention is always to protect our clients' homes and act in their best interest.
  
  We understand and regret that State Farm denied your claim. As a service provider, our relationship with customers is separate from their insurance dealings, and we carried out the authorized work based on standard protocols.
  
  We are committed to helping you find a solution to this matter. I encourage you to contact us directly at ************** to discuss any further concerns and possible ways to address them.
  
  Thank you for your understanding, and we hope to resolve this matter amicably.
  
  Best regards, SERVPRO of Williamson County

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Servpro started work on my master bath in January from a busted water pipe. They demoed the bathroom and we have been waiting on insurance to send a check in order to start the repair process. Over Easter weekend my husband heard water from under the house in the half bath. He went under the house and there was raw sewage. Upon further investigation the demoed master bath floor was also full of raw sewage. The problem was there was some type of blockage in the line (per the plumber we called), but apparently it went on through. When Servpro demoed the bathroom and pulled up the toilet they did not cap the line. We called them and told them and they stated it was the plumbers responsibility to do that. Our plumber came days before they started the demo and repaired the water pipe. It was Servpro's job site. I spoke with multiply plumbers and insurance adjusters that stated if you pull a toilet for more that say a day it should be capped in case anything like this ever happens. Servpro is unwilling to work with us and want to charge us again for the drying out process. This happened Easter Sunday and they still have not came and put dryers under my home. So the raw sewage in still sitting there. They did come Sunday and put dryers inside and sprayed disinfectant. I believe this is negligance on their part and all we wanted was them to dry it out and not charge us another fee. They have stated its not their policy to cap a toilet so therefore its another insurance claim and another deductible. I have used their services before but I will never again. They should admit their mistake and at least dry my floors.

  

  Business response

  05/16/2022

  Business Response /* (1000, 8, 2022/05/12) */ Mr. ***** and the Operations Manager (***** *****) spoke on April 22. Servpro agreed to waive all charges in regard to the cleanup. Mr. ***** was very happy and even called back to thank us and requested we move forward with phase two of the project (reconstruction services). Consumer Response /* (2000, 10, 2022/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩