Im very disappointed that I have not heard back from anyone in the corporate office. I thought Id share the photos of the damage that Serv Pro did to my house. I feel fairly certain that if this had happened to your home, you too would be very upset and looking for satisfaction.---------As a family owned business, I thought you should know about the experience I had with your local franchise, Serv Pro Atlanta/Buckhead.I came home to a flood on 2/5/15. The main water intake line on the upstairs toilet burst, flooding several rooms both up and down stairs. A similar flood occurred in my home in 2004, and I was referred to Serv Pro; they did a fantastic job cleaning things up and getting me up and running. Because of that good experience, I had no hesitation in calling Serv Pro again on 2/5/15.They came out within several hours and started to dry the house, pull up the carpeting, rip some of the ceiling out to dry the subfloor from below, etc. I have no problem with any of that.However, unlike my Serv Pro experience in 2004, I was told that they had to remove all the vinyl flooring in my kitchen and take patch samples from all the vinyl flooring in the rest of my home and several walls, to check for asbestos and lead. Seeing as I had just come home to a major flood, and having had such a great experience with your company before, I took them at their word and didnt question things. It is only after speaking with my insurance adjuster and everyone one of the general contractors Ive had out recently to bid on the restoration of my home, did I find out that this was a totally unnecessary step. As my house was built in 1980 and lead and asbestos were no longer used in new construction as of 1978 in the US, I feel fairly confident that your crew knew the odds of asbestos or lead being in my house were fairly nil and if there was a concern, why did they remove the baseboards in the same rooms that might have the contaminated vinyl? There is no logic to this at all.None of these things were done in 2004, when that flood mirrored the flood from 2/5/15. If none of this was necessary in 2004, I find it hard to believe that it was necessary in 2015 so, Im left to believe that a) as a single woman, someone felt they could get away with this unnecessary and expensive testing, thus charging my insurance company more, b) it is typical to take advantage of a homeowner who has had a home disaster, and these things are done so that the more work that needs to be done equals larger bills to the insurance company, c) or, to get the home back to its original condition will equal more revenue dollars for Serv Pro if the home owner decides to use Serv Pro for the renovation.Either way, this is a very unethical, and dirty busy practice that takes advantage of people in a disaster situation. If this is the case, shame on Serv Pro.Because of Serv Pros actions I now have several weeks of restoration construction to look forward to, and I have to pay a lot more of out of pocket money to re-do all the vinyl in my home (as they unnecessarily ripped out all the vinyl in the kitchen and then cut out patches from the vinyl in all three bathrooms). Im sure you are aware that vinyl sheeting is waterproof so there was no need whatsoever to remove or take samples from the 4 rooms. Also, in removing the vinyl in the kitchen they left a shredded paper mess on my floor where they didnt remove all of the paper backing on the vinyl.I have to assume, that in protecting your family name and business, that what happened to me needlessly is not standard Serv Pro practice and just the actions of a bad franchisee. However, because Serv Pros name is on the side of the truck, I feel its the ultimate responsibility of the corporate office to make sure that your clients arent targeted and taken advantage of.Im even more upset about everything because I feel that I was taken advantage of. With todays strong social media presence, I think that this is something that I should share, whether it be Facebook, Twitter, Yelp, etc. I would hate for what happened to me happen to someone else. After all, its not the franchisee who gets the black eye in the long run, its Serv Pro itself.I think its fair to ask you to cover the costs to remove and replace of all the vinyl flooring Serv Pro destroyed negligently its unfair to ask me or my insurance company to cover this cost under the circumstances. I am truly hoping that Serv Pro does believe in excellent customer service and that this was a total anomaly.Thank you-
I want the R/R of all the vinyl floor that was needlessly destroyed because of the non existent issues/excuses ServPro gave me AFTER ripping up the vinyl in my kitchen and taking the samples from the other rooms.
Final Consumer Response