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:01/13/2024

  Type:Customer Service 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.

  It was important that I went with someone within my personal budget. The 2nd day servepro returned. They provided a lock box and came back the next day. I was under the impression the carpet was going to be saved. On the 2nd day, I came home to a nightmare. I was only told by the crew that they were leaving for the day, and the drying process was going to take a few days. What they failed to tell me was that the cut up *** of my carpet, ripped up, and threw away a lot of my baseboards (which could've been dried and retained),Holes everywhere, within a few inches of each other. They left raw cement floors with the tac strips out that hurt my baby. Rugs were taken and what I was told "cleaned at the shop", huge chunks of wall pieces taken out that wasn't needed to determine if there was water damage or not and more. I was initially told everything should be done withing 4-5 weeks, close to Thanksgiving. The guy ***** (repair est)contacted me weeks later, to start the repair estimate. He never showed, no call. To make matters worse, I get a bill for nearly **, not including repairs due ASAP. Shortly after, I started hearing that the company was looking to put a lien on my property. I attempted to speak to the owner **** ** She came off defensive and took no real accountability for her team. My insurance adjuster never came until a month later. I had 3 other companies come out around the time this all took place, and they stated I was overcharged. I believe they did all of this was done w/ the intent I will do repairs w/them. **** said I should've stopped them & they knew I wasn't home. A lawyer found in their authorization forms that it states for the home owner not to be home services. I was also told when I asked about an estimate. I was told it could range from ******, but that isn't what I was told. Then they stated that if I wanted an estimate, I should've asked for one prior to them starting services. But you just said I did ask and was told ******.

  Business Response

  Date: 01/15/2024

  Hello - We were not asked to provide an estimate to *** *****. We were asked to provide emergency services. In our industry this is the norm - we are called out to provide services so that the water damage does not cause additional damage. After the job is complete we enter everything in to the estimating system which provides our cost. Everything that was removed was necessary to properly dry and restore the structure. *** ***** signed authorization paperwork for us to begin services and never stopped us or asked us for a cost up front.  If *** ***** wanted an estimate before work began we would have sent a manager out first to give a cost, this was not requested. We did not "put holes" in her walls. We removed baseboards as needed, made drying holes so that additional walls didn't need to be removed. We left the concrete there bc the floors were removed, there isn't anything that we can do about that. This is the first we have heard anything about her child being injured, however, after demo is complete anyone should be careful in those areas. Had we removed those tackstrips that would have been an additional cost that would be been a complaint. It is also completely normal practice to take a customers rugs and clean them here on site and store them until the customer is ready for them back, which is what we did.

  *** ***** had two different adjusters approve our estimate, their job is to adjust our bill if needed, and neither one of them saw any discrepencies or concerns with our very detailed bill which shows everything that was done. We even went back and double checked with both adjusters and neither said that anything was out of line.  We don't dictate our prices - we simply enter in room measurements, pick the line items that we perform and the system (which is industry standard that all restoration companies use - Xactimate) pumps our the price based on the square footage and equipment needed to perform the work. Any reputable company that she had come out would have told her the same thing.

  *** ***** has been paid off of our invoice and has received the money. The check did have the mortgage company on it, which will need to be endorsed by them, and then she will have the money in hand (she will have to handle this portion of collecting the money, and we are hopeful that she will stay in contact with us when she recieves it). She is simply wanting to not pay for the work performed due to being underinsured. We did offer to take **** off of her invoice, but that wasn't good enough. Even though she was paid in full by insurance for the work we did. If they didn't agree they would not have paid that. It was a large job and we can't help that the work needed to be performed.  There is nothing further for Servpro of Virginia Beach to discuss at this point. We have asked that when she receives the money back from her mortgage company to let us know. Otherwise this invoice will go to collections, and yes, a lein will be placed on the home if not paid in full within 10 days of recieving the money. 

  Customer Answer

  Date: 01/15/2024

  be a known habit in the reviews. Still never got the actual repair bill. You all don't want to take accountability for anything and that is the biggest issue. My place was left in a complete hazard space all around and your people KNEW there was a small child in my home. Also the bill shows the air movers per 24 hours are different charges but the dehumidifier was one set amount per 24 hours. They were both there the same amount of times, why on each page are they different? I NEVER told you alI would not PAY anything. I should be responsible for a figure around the arrangement I was initially told which was around the ***** range. You all can threaten me all you would like with the liens etc, I can take care of that. However, I will not hesitate to take you all to court for unethical practices, pain and suffering, fraud inducement as well. I will also personally look up and contact every person that left similar complaint regarding your company's poor services and safety concerns (from your employees asking customers for alcohol top of the morning during work, and the poor conditions your team left their homes) to see if they will be willing to also provide information on their horrible experience to the news and in court. 
  
  Sincerely,
  
  ***** *****