Complaints

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Servpro of Bastrop 2-5-23 to extract water from my Dad's home due to him falling and breaking a pipe behind the commode which flooded the house with clean water. Was charged for CAT 3 contamination. THAT IS INCORRECT. Insurance was NOT involved. Mitigation damaged things in the home. Was not reimbursed. Paid mitigation $7k. Amount owed mitigation $8k. The cost of one of the damaged items is a new mattress which makes up for nearly what is owed to mitigation. Ceilings were damaged by mitigation. Vanities secured with screws were pulled (yanked) from walls which caused a pipe to break in hall bath. Dad paid construction $30,989.60 for absolute horrible workmanship and an unsafe living environment. The floor installed by Servpro construction is buckling horribly WHICH IS A SAFETY HAZARD for Dad (he is 81 and requires use a ******). Had to pay a plumber $1800 to correct Servpro plumbing construction work. Walls were not caulked before texture and paint. Was charged an additional fee for Servpro to correct this. There are gapping seams in all the walls. Texture and paint were NEVER completed. Primary walk in shower shell was not installed properly. Construction was stopped before they were finished but what WAS installed, caused damage because Servpro cut a seam in the shower shell to install water fixtures. Servpro's way of resolving these issues is to threaten to place a lien on the house. DAD IS GOING TO HAVE TO ADDITIONALLY PAY ANOTHER CONSTRUCTION COMPANY TO CORRECT THE HORRIBLE WORK DONE BY SERVPRO. THE UNSAFE FLOORING, WALLS AND PRIMARY SHOWER NEED TO BE CORRECTED. Total amount paid Servpro is $37,989.60. Total amount paid to plumber to repair Servpro's work is $1,800.00. Would greatly appreciate assistance in this matter. If necessary, I will seek legal counsel and ask that the fees be incurred by Servpro. I have videos of flooring but was not able to upload.

  Business response

  07/06/2023

  Long story short, Servpro was hired to do a project for the complainant. During the initial call, that was after hours, the complainant stated that the loss source was from the toilet overflow. Per the ***** S500 that cause of loss would be categorized as a category 3. Our services were in line with the standard industry protocols. During the initial inspection I informed the compliant of what the scope of work would ****** She was concerned about the total cost of the project so I agreed to cap the mitigation cost at $15,000.00. Upon completion of the mitigation a line itemized scope of work was produced with a total cost of services of $21,390.40. As per my verbal agreement with the complainant I capped the invoice at $15,000.00. The complainant voiced a few concerns post mitigation that were promptly addressed to her expectations.  Weeks after receiving the final invoice for the remaining $8,000.00 balance she started making claims of broken furniture, I let her know once the outstanding balance was paid in full we would address the claims regarding the furniture. 
  Regarding the construction, again the complainant was concerned about job cost. Against our recommendation she opted to paint plywood rather than replace the wood panels a long with taking every short cut and cheap option available. 
  It is our understanding that after the complainant kicked us off of the rebuild project she brought in someone else. We are now being blamed for damages caused by that person. 
  I attempted to settle the issues. I proposed that the remaining construction contract be amended to show paid in full and the mitigation balance be paid in full. 
  
  The complainant has made multiple threats to bring in legal counsel and has done everything but that. At this point I welcome the legal action in hopes of getting this settled and balances paid. 

  Customer response

  07/06/2023

  Complaint: 20127385
  
  I am rejecting this response because:

  Majority of what ServPro is saying isnt true. We didnt mention toilet water. It was clean water from a pipe broken in the bathroom.  No one came in behind them. Everything was done by ServPro except for me hiring a plumber to fix ServPros plumbing work. THE SAME PLUMBER SERVPRO HIRED TO FIX PART OF THEIR WORK. We stopped construction *** use of poor workmanship. There is a difference between trying to keep costs down vs poor workmanship. Please refer to original submittal.

  
  Regards,
  
  *************************

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