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:08/22/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Project started in November, 2023, and as of today, August, 2024, is not finished. Was to repair my bathroom and crawl space for water damage. Have paid them $ 3,173.45 last year, but still not finished plus this is a very small bathroom. Had to even leave my home for a hotel last November 14-28, 2023 as there us only 1 bathroom in the house. During this time I have sent many texts and email concerning this issue, and the work has problems which needs to be corrected. The Project Manager is aware of this, but has not done anything about it. Was told back in March this would be done, but still waiting. Either finish it or send a notice of release and paid in full statement (no hit on credit rating) showing total cost less all payments that I have paid; so that I can locate someone else to finish this job.

  

  Business Response

  Date: 08/26/2024

  Thank you for bringing this matter to our attention. We apologize for any inconvenience or frustration this may have caused. Our construction manager, *****, has already met with the client to discuss the outstanding issues. He has reviewed her punch list and is committed to addressing these items promptly. We expect to complete the project within the next few days.

  It is our hope that this complaint can be resolved satisfactorily without the need for public posting.
  
  

  
  

  Customer Answer

  Date: 08/30/2024

  
  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,
  
  ***** **********

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  - craftsmanship - unskilled workers doing skilled worker jobs - not living up to their standards and expectations “like it never happened” - owner isn’t involved and all the staff says he doesn’t care and they never see him - not meeting the timelines they agreed to

  

  Business Response

  Date: 11/29/2023

  Dear Better Business Bureau,
  
  I am reaching out on behalf of SERVPRO of Chattanooga in response to a recent complaint filed under the reference number ********. First and foremost, we value the role of the BBB in fostering trust and transparency between businesses and the public, and we appreciate the opportunity to address this matter.
  
  Upon receipt of the complaint, we conducted a detailed review of our customer records. We found that the individual who filed the complaint is not a direct customer of our company. While this does not lessen the importance of the concerns raised, it is a significant factor in how we can address the situation.
  
  Nevertheless, understanding the importance of every feedback, we have proactively reached out to our actual customer associated with the service mentioned in the complaint. Our aim is to verify the details of the concerns raised and to rectify any issues, should they exist. Our commitment to customer satisfaction is unwavering, and we ensure that all necessary steps are taken to maintain the high standard of service we are known for.
  
  Given that the complainant is not a direct customer of our business, we respectfully request that the Better Business Bureau consider removing this complaint from our record. We believe that the removal of this complaint will help maintain the accuracy and integrity of the information reflected in BBB's records, which is crucial for both consumers and businesses.
  
  We are committed to resolving any legitimate concerns related to our services and are more than willing to provide any additional information or assistance needed in this matter.
  
  Thank you for your attention to this request, and please do not hesitate to contact us for further clarification or discussion.

  Customer Answer

  Date: 11/29/2023

  *******, yes, I’m a customer/client of ServPro. I’m the power of attorney and executor of state for my elderly parents where the work is being performed.

  However, yesterday, after the BBB contacted ServPro about this, they scheduled an emergency meeting with my dad and myself and came to the table with a whole new crew, schedule, and plan to get the work corrected and completed. They agreed the work was subpar and will be replacing what they have done so far plus getting all the other work completed.

  Due to these recent events I would like to rescind this complaint and give them a chance to live up to their new commitments.

• Initial Complaint

  Date:01/17/2023

  Type:Billing 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.

  *********** was my insurance company and they used this service for water and mold mitigation. In Nov 2021, ongoing to Jan 2022, I had partial work done by this company. The insurance company paid them directly according to a statement of over 5000 dollars from ***********. Then I had to utilize another company to complete work which I was told mold was.still in the crawlspace. I didn't utilize Servpro anymore due to fact of their previous service. They left debris in the street, showed up without notice, and did a partial job but charged over 5000 to insurance. I complained about each and they corrected the street debris and started calling before coming to my property. The half completed job was even inspected by their person yet it was still mold in crawl space. I moved on because I had other companies.coming who completed the job. Flash forward to late 2022 I started receiving various calls from Servpro. Then I received a threatening call from Don and Young talking about money owed. I expresses to get on several occasions to contact insurance company bc I was sent statement they were paid directly over 5000. She claimed a bill was owed for additional monies. After sent an email asking them to stop bullying me, she stated she will call insurance company. As of January 12, 2023, I received a text message about invoice which notched a recent check I recently received from ***********. Now I am receiving a bill plus almost an additional 100.00 fee. For a company to come back after almost a year, try to bully, do a half-baked job then sent a mysterious invoice with a 100 dollar fee is unacceptable. This was handled inappropriately and rudely. The mysterious part is looking for something from me that the insurance company was to pay them directly then trying to charge an additional 100 bucks after poor service and treatment. The only thing owed to them is from insurance company and it seems overpriced. Any help will b appreciated. I do not want tge hostile contact anymore

  

  Business Response

  Date: 01/30/2023

  Ms. J****** we are sincerely sorry you experienced a loss and were happy to serve you when you made the initial call for services.  Our team arrived onsite to assess the damage and provided you a scope of work and communicated with your insurance company to ensure our scope of work was covered by your policy.  When we are called to mitigate a loss that scope of work does not include replacement under an emergency services contract and is handled as a separate matter with the insurance carrier.  On 12/28/21 we contracted for a specific scope of work and completed those services per your signed  work authorization.  On 1/4/22 you signed a  Certificate of Satisfaction (COS) indicating the work was completed with the exception of the insulation replacement and vapor barrier   In speaking with you this was explained as  Reconstruction work and it is a separate item we would work with your insurance carrier to complete.  On numerous occasions we attempted to come in person to look at the work and ensure that there was nothing left undone per our original contract.  The invoice your carrier paid was a partial payment for the work done and they subsequently mailed you a check for the balance of the work.  We have been trying to resolve this matter since January ‘21 and have worked with your carrier as well.  The phone calls you’re receiving are an attempt to collect a debt for service provided.  On December 14, 2021, we spoke with your carrier about final payment and we were informed you had received a check to be endorsed to Servopro for our services.  The extra charge you reference in your complaint is a service fee for an unpaid balance that stems from our service from  December 2021. In an attempt to close the claim, your carrier  reissued the check on 12/14/22,  as they approved the final invoice.  They  informed us that on 1/13/2023 you endorsed and cashed the check which was to settle the outstanding balance for the work performed for you as part of your claim with them..   We would like to resolve this matter but we have been  unable to reach you  via phone, email or text to discuss.  Please call our office at your earliest convenience and ask for James J****** so we can resolve this matter. 
  

  Customer Answer

  Date: 02/02/2023

  Complaint: ********

  
  

  I am rejecting this response because:

  The facts are inaccurate as stated. The only reason a checked was recently issued is because I told Donna, who was a bully over the phone, several times that I had no check for services rendered from over a year ago and she should contact *********** directly. She sent upsetting information and I do not want her to contact me again. Unfortunately, the check should have been directly paid because of the lapse in time.

  Again, I wasn't contacted about any financial amounts owed until well over a year after the fact and that's when you were directed to contact ***********. After receiving a bill for services that included an additional 100 fee, I lost all faith in resolving this matter with Servpro. Someone is lying to you about how this process was handled and it was just as sloppy as the work completion. I don't want your company back on my property and I will not be paying any additional fees for something mishandled by Servpro and *********** Insurance. If an appropriate and accurate bill was sent by Servpro, you would have the check from *********** but I will not be paying any fees nor be intimidated by the threat of a collection agency over something you all are mishandling. Only resolution for me is to send you a money order for the amount *********** issued and nothing more. Hire someone who can handle customer service better than your employee, Donna. She was disrespectful and needs training.

  Send BBB the address for the *********** payment only and you will receive a money order for the amount they issued for the services they paid you to render. I am not exposing myself to anymore disrespect.

  
  

  
  

  Sincerely,

  
  

  **** *******

  
  

  
  

  
  

  

  Business Response

  Date: 02/07/2023

  Mrs. *******,

  
  We appreciate your response and willingness to submit payment to Servpro for the amount *********** approved and paid for the services provided. We have confirmed a check for the full invoice amount of $2,180.44 was issued to you on 12/14/22 and are including a payment link below for your convenience:
  ********************************

  If you’d prefer to mail us a check at the address below, we ask that you do so within 10 days to avoid any interest fees.
  ***** **** ************ *** **** *** *** ********* ** *****

  Customer Answer

  Date: 02/15/2023

  Complaint: ********

  
  

  I am rejecting this response because:

  A money order will be mailed to the provided address. This consumer rejects all interest fees or other fees related to this matter and will send the amount *********** should have sent direcly to you as I stated to Donna. The entire issue is the fact that your company tried to add additional monies to the payment and provided lackluster service and waited almost an entire year to do anything about it. I don't respond to bullying tactics.

   

  Sincerely,

  
  

  **** *******

  
  

  
  

  
  

  
  

  
  

  
  

  
  

  

  Business Response

  Date: 02/16/2023

  Hello Mrs. *******,

  We understand if you'd rather not pay online.  The address to mail the money order to is listed below for your convenience:

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

• Initial Complaint

  Date:07/14/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  On Wednesday, June 29th, a ServPro of Chattanooga representative came to home as scheduled to project cost of work that would be needed for mold remediation project. It advertised a charge of $150 for the estimate that would be deducted from the total cost of project, if homeowners selected company after estimate was provided. If estimate was provided and homeowners chose not to select company, then $150.00 would not be refunded. The estimator looked through 3 bedrooms but not in associated closets, 2 bathrooms, kitchen, dining room, living room, hallway closet, closet in entry way of home; peered into attic and peered into crawl space below home. He took a 360 camera and appeared to take pictures of some areas but not all areas. Upon leaving, he stated he will provide an estimate cost of project along with pictures by Friday, July 1st. He was paid $150.00 via check but did not provide a receipt nor did the company forward any receipt of payment for estimate. On July 1st, I received notification from my bank that the $150.00 paid for the estimate was deducted from account by ServPro of Chattanooga. On Monday, July 11th, I called ServPro of Chattanooga and the CR stated that she will notify estimator and have him contact me. As to date, I still have NOT received an estimate from ServPro of Chattanooga as they advertised they will provide and for which I paid $150.00 in good faith; with no return call from estimator although company was notified. As the mold issues require immediate attention for health and safety; I hired another company that was responsive to the urgency to take care of the multiple associated issues. I am requesting a “REFUND” of the $150.00 to be credited directly to my account. I have lost total faith in this company’s level of commitment to provide consumers with goods as advertised.

  

  Business Response

  Date: 07/21/2022

  Today 7/21/22 @ 4:20PM EST  I called and spoke to ****** ****** in regards to her complaint and request for refund.  ****** did call us multiple times requesting the estimate without the results she was expecting.  We had not received a request for a refund directly and if we had this would have been immediately processed.  We agreed that we did not receive the estimate and timely response that was necessary for her to remedy her home situation and a refund was in order.  I committed to ****** ****** to have the refund processed via check early next week and mailed not to her home address but to her APO box overseas.  

  Customer Answer

  Date: 07/22/2022

  
  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,
  ****** ******

• Initial Complaint

  Date:05/13/2022

  Type:Billing 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.

  ServePro was contacted through our homeowners insurance ******** bc part of our ceiling fell in. ServePro was sent out to place tarps over the area due to a big storm predicted to come through. Someone came out and only put a tarp over garage. They were told were the area was and once they got to the house or on their way to either call us and we will be there in 20 minutes. There were also people at the house who were expecting them. We had to call insurance company back and have them send request for them to come and do the job correctly. When they showed up 4 days later, they still tarped the wrong area! Never called or knocked on the door. ******** denied the claim stating squirrel’s damaged part of the roof. We now get a bill from ServePro for $258 for “carpet cleaning”. No cleaning of any kind was done. Tarp only. Once Rebecca was informed she said oh well we need to charge you for both visits now so your total will now be $580+ for both times coming out. When telling Rebecca it was not our fault the person had ti come back bc they did not listen to instructions, she said there was nothing she can do. Rebecca also said if we do not pay she will submit for debt collection and will seek attorney fees. 1st to send a bill for services never received. Then to overcharge. ServePro sees and hears people from other countries and takes advantage of them. They discriminate and threaten us to get their way. Not a good company.

  

  Business Response

  Date: 05/13/2022

  See attached response.