ComplaintsforSERVPRO of Bradley County

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We suffered water and mold damage at our home. We were able to stop the water flow and called insurance company. We then called Servpro to come out and evaluate the damage. We did not tell them it would be an insurance claim because we didn't know if it would be or not. If the cost was minimal, we would pay for it without filing the claim, and we wanted an HONEST estimate. David from Servpro came out and did his evaluation using meters and other equipment, showing us where the moister was in our home. He found mold and water damage from our bathroom to our kitchen. We spoke quite a bit about how extensive the damage could be, based on his experience. It took about a week to get his report and invoice. The total was a little over $7650.00. When I got the report, I realized it was much more extensive and expensive and forwarded it to my insurance company. After receiving the invoice, the claims manager called and was angry the estimate was higher than he expected. So, he took it upon himself to call Servpro and ask them to revise the invoice and scope of work. Servpro sent another invoice dropping their price to a little over $5400 and negotiated my claim without my knowledge or permission. I only hired Servpro to give ME an estimate, not negotiate my claim. My problem is not the price, it's the dishonest behavior between Servpro and my insurance company. I should have been the one notified with a second invoice and any changes made. Servpro did not have the right to negotiate my claim. I have asked Servpro to refund the $150 charge for the estimate. I've also filed a complaint against Auto-Owners for discrimination.

  

  Business response

  09/26/2022

  An insurance claim can only be filed or negotiated at the insured or policyholders direction. Following our inspection, Mr. **** sent our scope of work and estimate to the adjuster after he decided to file a claim and at no time requested we not answer questions if contacted. His adjuster contacted our project manager assigned to the lead and asked basic questions about the estimate. This is normal communication and acceptable to answer questions offered by any representative of the insurance company. Our initial estimates are preliminary until the restoration process is complete, as we can discover additional damages to materials during the restoration process.  These additional charges will be requested in the form of a supplemental cost to the insurance company, a standard practice in the industry. Questions about the cost or scope is not a negotiation and no estimate is final until all work is completed. Our estimate was reduced only because a line item was charged by mistake and was noticed during the discussion with the adjuster. The scope of work and all costs ultimately have to be approved by the insurance company and only when the claim is covered will the insurance pay for services. We provided an inspection, scope of work and an estimate as Mr. **** requested. We regret our efforts to explain the process to Mr. **** have not been accepted;  as a goodwill gesture we have initiated a refund for the inspection fee and wish him the best in recovering from his loss. 

  Customer response

  09/27/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, IF Servpro refunds the fee I would accept their response
  
  Sincerely,
  
  ***** ****

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