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Complaint Details
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Initial Complaint
08/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I paid Servpro of East Dallas $731.06 on invoice ***** for services rendered at my home 7/24/23. They agreed to clean and deodorize my condominium prior to the closing of my condo, a requirement of the buyer in our sales contract. When my realtor went by on 7/24/23 to inspect their work, he found it unsatisfactory, saying it looked as though it had not been cleaned at all. I immediately called Servpro of East Dallas, who agreed to send their team back to re-do the work. After Servpro of East Dallas said they completed the work a 2nd time, the buyer's realtor went by my condo to inspect their work, and found it unsatisfactory a second time. There were bugs on window *****, debris on the floor, grime on the microwave, debris on the countertops, and when a rag was run along the floor, it came up dirty indicating the floor was not cleaned. The buyer's realtor said it needed to be cleaned a 3rd time, and my realtor agreed. I called Servpro of East Dallas immediately to inform them that we were hiring a different company to clean, as Servpro had proven twice that they could not complete the job. I paid another company to clean my condo. I spoke to ***** from Servpro at the time, who asked me to email photos to ********************************************************** and ***** agreed to process a refund. The photos were emailed that day (7/26/23), however the refund still has not been processed. I have reached out to the company by phone and by email multiple times, and am not hearing back from *****, ******, the receptionist, or anyone else on the team. I have emailed 7/26, 8/17, 8/19, and 8/28. I have called and either left a voicemail or been told ***** will call me back on 7/28, 7/31, 8/10, 8/15, 8/17, 8/18, 8/19, and 8/28. Over a month has passed since the promised refund, and no refund has been processed. I find this unacceptable and need help.
Business response
08/29/2023
Please see the attached file regarding communication and services performed. We receive very few "call backs" but when secondary efforts are requested, we take them very serious. The attached photos are time stamped and document how our team worked over-and-above to accommodate the customer.Customer response
08/29/2023
The company contacted me this morning and offered a partial refund to "get me out of their hair". While it was not the amount I was hoping for, I accepted their offer for a refund of $275 (the amount that I paid another company to come and do the cleaning portion of what I hired Servpro for) in order to close out the case. You may **** this as closed/resolved.Customer response
09/06/2023
I have reviewed the business response and accept this resolution.
The company contacted me this morning and offered a partial refund to "get me out of their hair". While it was not the amount I was hoping for, I accepted their offer for a refund of $275 (the amount that I paid another company to come and do the cleaning portion of what I hired Servpro for) in order to close out the case. You may **** this as closed/resolved.
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