ComplaintsforServpro of Fairfax, Vienna, & Oakton

• Initial Complaint

  09/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted ServPro a few months ago to get a quote for services. There was static on the line and decided not to continue with asking for a quote. Since then ServPro keeps sending an invoice through email to me and another customer with the same first name. This has happened three times. Once on June 21, 2022, August 21, 2022 and this morning September 6. On August 21, 2022 I emailed the company to ask them to stop and they said the matter was resolved and email taken off, but I got another email again today and it clearly has not stopped. I am not the person who had services performed at their house, and do not owe them any money. The address and person's last name are not the same as mine. The only thing that links us is our first name. I do not understand why they keep including my email address when sending out this invoice. I would like it to stop.

  Business response

  09/13/2022

  From: ********************************* <*********************>
  Date: Tue, Sep 13, 2022 at 10:59 AM
  Subject: Complaint ID ********; *************************
  To: <[email protected]>
  Cc: ************************* <***************>
  

  
  

  Dear Sir,

  
  

               Ref # ************************* Complaint

  
  

  We apologize for the inconvenience with regards to the customer concern.

  
  

  We are extremely sorry that we mixed the customer names and accidentally sent the invoice to the wrong email address. We have removed the customer email from the system and informed our department not to contact the customer. 

  
  

  Please accept our sincere apologies and we will take necessary steps to make sure not to get this repeated.

  
  

  Thank you for your understanding.

  
  

  Sree.

  
  

  ********************************* Accounting Manager SERVPRO of Loudoun County:************* SERVPRO of North Arlington: ************* SERVPRO of Fairfax, Vienna, Oakton: ************* SERVPRO of W Springfield/Newington: *************Direct Dial: ************* | Fax: ###-###-#### Please Direct ALL Replies To:****************Personal Email:*********************

  
  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10 June, 2021, the basement of our rental property flooded following a thunderstorm in Fairfax County. I engaged Kapusaba LLC (DBA ServPro) to remediate the water damage. During the course of their work, ServPro lost my entire client file (including record of my initial payment to them, which they had required in order to begin work and evidence of which I was required to re-provide to them) and following completion of their work, billed me separately for "remediation" and "reconstruction," which they had not explained to me during the estimate for their work. More importantly, I was billed for a number of items that ServPro did not provide during the remediation process. I called their billing office and confirmed ServPro's error and requested a corrected ****. ServPro never sent me a corrected **** as their billing office had promised, and continued to send me incorrect bills. As I waited for ServPro to send me a corrected ****, I suddenly received a letter from ServPro's attorney, *********************************, demanding not only the full amount of the incorrect ****, but also ServPro's legal fees. I sent ********************** a letter in response, which I am attaching here as a supporting document. Upon speaking with **********************, even he admitted that I had an entirely defensible stance, but that his client, ServPro, tended to be irascible and he did not anticipate that ServPro would be willing to resolve this anywhere other than small-claims court. I settled the claim with ************************** office for the full, incorrect amount that ServPro billed me for, without his legal fees, because I did not want to bother with filing a counterclaim against ServPro over a few hundred dollars. The general administrative incompetence of Kapusaba (DBA ServPro) is only exceeded by its failure to hold itself accountable for what could have been a minor error, and I believe the Better Business Bureau, ****, and the general public should be made aware of their predatory business practices.

  Customer response

  01/07/2022

  Good morning-
  
  To your question, no, this matter is not being litigated, and was not resolved in the court system.
  
  Best regards,
  ***********************

  Business response

  08/01/2022

  Dear ****** 
  

  We sincerely apologize for the misunderstanding and inconvenience with regards to the customer concern. 
  

  We are extremely sorry that we lost the client file, it was accidentally deleted when there was a change of shift of the crew but later, we were able to retrieve it and ensured it was billed correctly. 
  The initial payment made online on 6.15.2021 towards Rebuild as an advance payment which is posted in our system. We are sorry if our company has lost any other payment. 
  

  Our estimate clearly states on the first page if it is water mitigation and Reconstruction services. Our estimator Terry also spoke to the homeowner on his first day of Quality Control visit and explained the process. Later when the customer requested Rebuild Services, our estimator provided the estimate on the same day. We were not aware that the customer misunderstood that the remediation and reconstruction are billed separately. 
  

  When the customer requested the corrected bill, our billing department verified with the manager and got the estimate reviewed and stated there was not much change in the price. We have ensured that the customer was charged for the work completed only. 
  

  Please accept our sincere apologies and we will take necessary steps to make sure not to get this repeated. 
  

  Thank you 
  K P**** 
  Director of Operations

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