ComplaintsforAll Service Master LLC

• Initial Complaint

  10/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Thursday, October 13, 2022 All Service Master LLC, *** ******* ***** ******* came into my home to clean my chimney. Moments after they said they finished the job and left my home, I went into my living room and noticed a layer of soot, or black greasy dust all over the floor. I soon realized there was black soot on EVERYTHING in my entire downstairs, up through the stairwell to the floor above. Every shelf, knick-knack, all my furniture, floors, window coverings, even the walls and ceiling had a layer of black soot on it. I immediately contacted the owner of the business and he began making excuses. I texted him photos of what had happened and he acknowledged there was a problem. He offered to have some housekeepers come in and clean it. That did not meet my standards for what I knew it was going to take to clean up this disaster. Besides, he had just ruined my house. Why would I let him send more incompetent people into my home? I told him I wanted a professional to come in and remediate the soot from my home. I contacted ******* and they came to my home that same day and began the process. It took ******* nearly 2 days, using 5 people, to clean the soot from all the surfaces in my home. I presented the bill to the owner and he refused to pay it. I requested the name and contact information for their Limited Liability Insurance and the owner has refused to furnish it. I requested a refund to my credit card in writing and verbally for the service. The owner refused, even though their website clearly states a "100% Satisfaction Guarantee or Your Money Back". I believe the men who made the mess in my home knew what happened, but did not tell me. At one point during the service the men turned off the machine, picked it up and "scurried" it our the front door. I believe they knew the machine had malfunctioned, or they did something wrong to release the soot into my house. Everything about this situation is unacceptable.

  Business response

  10/27/2022

  Here's our report: 

   

  - The client has called to complain that the house has been left dirty. 

  - We immediately offered to send a professional third party cleaning team to clean the entire house. 

  - The client refused. 

  - We then offered a 300$ cash for her to choose her own cleaning team. 

  - The client refused.

  - The client asked to bring her own cleaning team and send us an invoice. 

  - We agreed. 

  - The client sent us an invoice after a few days for over 3800$. (about 4 times what she paid for the service provided)

  - In our opinion this sum is outrageous and is a lot over what it would cost to clean the house. We didn't agree to pay the invoice and once again offered 300$/ to send a professional cleaning team. 
  - The client has once again declined. 

   

  PFA supporting documentation: 

  - Text conversations with the client

  - Invoice the client sent

   

  Customer response

  11/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** , and have determined that this proposed action would not resolve my complaint.  
  
  I have tried to be patient with this company waiting to receive a satisfactory resolution.  The company is clearly 100% at fault for the horrible mess they made in my home.  There is no other solution than to refund my money for the service AND to pay the ******* invoice for the restoration to my home.  The restoration costs what it costs.  The company must be held responsible for what they did WHATEVER the cost.  Since the owner never came to my home to observe the damage his "opinion" of what he considers "outrageous" is irrelevant.  Any business owner with the BBB backing, AND a promise of 100% satisfaction guarantees their website should be willing to return my home to the condition it was in prior to THEIR error.  Why won't he give me his liability insurance information?  *** ******* ***** ** *** ********* ******* must pay the cost to restore my home.  Period!

  Regards,
  
  ****** *****  

  
  

• Initial Complaint

  02/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 31,2022 I called to have my chimney inspected. They scheduled my appointment for the next day February 1, 2022. They said the appointment time was 1-4pm but all I received was texts saying they were busy and goi g to be late. After dark I called and said I didn’t want anyone on the roof after dark as it was not an emergency. Then I was told they would come the next day. When Rebbeca arrived she look and said I need some flashing and caulking on the roof and that even though I had a good repair on the bottom of my fire place it was not up to code because there was space on the side and front for the smoke to come out. She quoted me 650 for the repairs. So to repair the inside of the chimney they added a layer of cement onto the bottom and filled in the side gaps with the cement. This was to help stop the smoke for coming into the house. Plus the flashing spray and caulking on the roof. She said I had to wait till 8pm on 2-3-2022 to start a fire for everything to dry correctly. When she went to charge me she gave me a form saying Chim ******** and not all service masters and said she was working as a subcontractor for them. They did not let me know this till after the work was completed. I waited till 2-4-2022 to start the fireplace. The filling in of the gaps did not help but made the smoke worse in the house to where I set off an smoke alarm and had to open a window. Once I cleaned up the ashes I noticed that the bottom was cracked as well. I called on 2-7-2022 to let them know and have someone come check and fix it. I was told it had to be Rebecca. It is not 2-10-2022 and after being told everyday someone would come to the house they haven’t. Now I’m being told I can’t talk to a manager or have someone else come out to look at the work because Rebecca was there subcontractor and not one of there employee. I called and made an appointment with the main line from the website after I checked there BBB rating and standing not the sub.

  Customer response

  02/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  When she completed the project I said it was fine but when I used the fireplace it cracked.  I called and was told that Rebecca had to fix it I tried for over 2 weeks for her to come to the house and check the fireplace.  She was a no show every time.  No ONE HAS BEEN BACK TO MAKE REPAIRS even will multiple calls and requests and no show appointments.  The last contact I had was on 02-17-2022 after another failed show and no contact since. The fireplace is now not up to code and I need the money back to hire a reliable company to actually come and make the repairs to their work.   I still need what I hired them for a working up to code fireplace with no cracks in the bottom.  
  
  Regards,
  
  Holly ***** 

  
   

  
  

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