ComplaintsforService Master Elite

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Service Master was hired/responsible to remove, restore and return our personal belongings from a house fire that occurred on January 23/2023. Our personal belongings were removed from our home on March 9th 2023 by ******* movers who was hired by Service Master. Service master was responsible for overseeing Massbay Movers, as well as unpacking, cleaning, restoring, repacking and hiring the appropriate moving company to return the items after the home was repaired. During this process many of our items (72) were either broken, dented, scratched or missing pieces. Most all contents removed from the home were high value antiques and were in perfect condition, they were not damaged by the house fire but they were contaminated and removed for cleaning. Throughout this process we struggled to get phone or email responses from Service master regarding the condition and progress of restoration. The items were returned (several months later) to the home we found many uncleaned, broken, dented or damaged, we then followed the necessary guidelines and submitted a claim to Massbay holding them accountable for the damage. The claim was upwards of ******. Mass bay was unwilling to refund the money or negotiate a reasonable settlement. Service master agreed that they were ultimately responsible for the broken damaged items because they hired massbay and they were responsible for overseeing the project and restoring our contents. Service Master sent a team member out to our home upon return of the contents to view the damage and also agreed that they were responsible. Service master offered to remedy the situation and promised us they would make it right. Unfortunately they are no longer communicating with us in regards to this issue. We are very willing to reach a monetary agreement of a lower value than the claim submitted in hopes to rebuild our life as efficiently as possible. A house fire is a very difficult event, we trusted Service Master with our belongings.

  Customer response

  07/31/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We received an original estimate for water damage mitigation in the amount of $4,793.15. That estimate was submitted to and approved by our insurance company. We did not receive a copy of the document marked "Final Draft" in the amount of $12,843.30 until AFTER ServiceMaster Elite had completed their services.In short, we hired ServiceMaster Elite based on the original estimate, or a reasonable approximation thereof. At no point prior to or during the completion of services were we given an indication that the quoted price would nearly TRIPLE upon final billing. Had that been the case, we would have never retained their services.

  Business response

  09/15/2023

  Good Morning,
  
  In reviewing this claim, our original estimate was built on industry average of 4 days assumption for drying equipment onsite. Unfortunate attempts to pick up the equipment went unmet which lead to increased costs reflected on the final estimate. The final estimate was an insurance audited estimate that matched all insurance regulated requirements to ensure we are staying within industry guidelines.
  
  In good faith, we have extended an offer to settle this claim at $10,000 which was the coverage limits provided by the insurance company. At this time, we have not received an agreement to our settlement offer for the $10,000. We are looking forward to resolving this matter amicably in the near future.
  
  Thanks!

  Customer response

  09/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As mentioned in the original complaint, ServiceMaster was  aware that we were headed out of town shortly after the service was performed and was given a window to retrieve their equipment that was flatly ignored. Moreover, many of the remaining charges were grossly and negligently  underestimated. This is a classic case of bait and switch.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  PLEASES SEE COPY OF LETTER ENCLOSED WHICH I WROTE TO H33333433333630**3134H H38383736323438**H ON DECEMBER 15, 2021. JANUARY 8, 2022 NO REPLY TO MY LETTER AND A NEW INVOICE WITH INTEREST CHARGED RECEIVED JANUARY 1ST, 2022. Dear ******** reference to the above home I will list the frustration and ineptitude your company caused me in November. Nov:4 *********************** your Field Manager came to give me an estimate on cleaning up water damage in my basement. The ceiling measurement of the room is 12&#**; x 10&#**; the room itself measures less because there are bookshelves on three walls. With gay abandonment ***** quoted $1,000-1,500 which was nonsense for such a small space as your representative ***** agreed "it&#**;s a small job" she said. Nov:7 Your crew were due at my house between ****pm. No-one came or phoned as I sat waiting all afternoon. When they arrived at 5pm they were obviously very tired from a previous job nearby. They were very relieved when I suggested another day. Nov:8 Waiting for the crew due at 2pm. No phone call and so I called at 4pm and they came at ****. One young man worked hard at removing trunks etc from the above room into a dry section of the basement. The other man did nothing but take pictures! He did finally help the younger man out with the damp carpet. And then they disappeared having walked off the job without a word! The work took one hour. I immediately called ***** who, like me thought the behavior of these men bizarre. He said they were supposed to walk you through what they had done, didn&#**;t they have a bottle? NO was my answer. I&#**;ll find out what happened and call you in the morning. Nov: 9 Once more no-one in your *** has any sense of time and so I called ***** at 2pm. He said he had been out but would call them right away. He cam back to me with "THE MEN DID ALL REQUIRED INCLUDING SPRAYING FOR MILDEW!!!!" On no, they did not I was right behind them and the floor had not been swept or washed I said. I was furious at the incompetence and the coverup from what should be a professional company. Nov: 10 A representative ***** I believed called to ask what they could do to resolve the situation? Vacuum, wash and spray I answered. Which should have been done on Monday Nov: 8th. On Nov: 11 **** came from S.M. He vacuumed, steamed and sprayed taking an hour to do so satisfactorily. DEC: 3 Called your office and asked to speak to *****, she was not there but they would leave her a message. As of today&#**;s date, Dec: 16 I am still waiting!

  Business response

  02/08/2022

  I have called and spoken with ******************** this morning regarding her concerns. 

  Most of which were related to her belief that what we were charging for services was too high for the services she received and that she should have been told about the pricing up front. Though the letter she provided us does state she was quoted $1000 - $1500, she was actually only charged $494.00. I explained to ******************** that there are various factors that go into our pricing including that her house is almost 2 hours from our office and we had to pay our technicians for their travel time to her house and back to our office as well as the time they were working at her home for the three separate days we were there. We also have to pay for the fuel to get there and all other materials used for the work. Because of her frustrations and general unhappiness with our company, I offered to accept $350 as final payment for the work we completed to which she agreed. 

  Though settling for $350 actually cost us money, customer ********************** is something we pride ourselves on and are willing to sacrifice any profit in order to ensure that our customers are satisfied with how we handle ourselves and any concerns that get brought to our attention. 

  Thank you,

  ****

   

  Customer response

  02/15/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  See attached 

   

   

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