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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Novaserv meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Novaserv include:
- Length of time business has been operating
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Brian K. Landenberger, President Mr. Nick Chao, Director of Operations
Marketing Consultants Marketing Programs & Services Telemarketing Services E-Mail Marketing Extended Warranty Contract Service Companies
Hours of Operation
|M||:||8:00 AM - 10:00 PM|
|T||:||8:00 AM - 10:00 PM|
|W||:||8:00 AM - 10:00 PM|
|Th||:||8:00 AM - 10:00 PM|
|F||:||8:00 AM - 10:00 PM|
|S||:||10:00 AM - 6:00 PM|
Method(s) of PaymentPersonal Check,Business Check,Cashiers Check,MasterCard,Visa,American Express,Discover,Debit Card,Automatic Bank Withdrawal,OnlineHOURSOFOP:
Alternate Business NamesNovaserv - Service Professionals Service Program Marketing Group, Inc.
799 Windmiller Dr
Pickerington, OH 43147 (614) 866-4417 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: We took out protection on our ****** ******** appliances we purchased. After the company refused to fix our dishwasher as they said it was not covered by our warranty, I cancelled our warranty. They only sent me 1/2 the money I paid and refused to refund the balance. The original amount we paid was over $600.00 and they only reimbursed us $269. They will not send me documentation on why or send me the original contract to show me how they can keep over $300 of my money. It is unethical and bad business to any consumer and I dont want this happening to others. I will never purchase appliances from ****** ******** as this company they use *** ********** or their e-mail says "servpro marketing". It is so confusing to the consumer. They are getting by with fraud as far as I am concerned. I hope that BBB can help me.
Desired Settlement: I want to find out how they can keep over $300 of my money when I do not have any protection on the appliances originally covered and how they can get by with not sending me any documentation to prove they have the right to keep this money.
On January 6th, 2014, *** *** **** ******** renewed their warranty on their Microwave, Range, Dishwasher and Refrigerator for an additional two years of protection for a total of $852.00 for all four appliances. The original warranty they purchased at the store expired on January 29th, 2014 so the renewal they purchased on January 6th started on January 30th, 2014. At the time of their renewal they decided to break down the total payment into four monthly installments. They made the first payment of $234.84 by Electronic Check, the second payment by Visa for $205.72, and the third payment by Visa for $205.72. We never received a final payment, and on May 7th, they disputed the third payment of $205.72 and the bank refunded that amount.
Therefore, the customer has only paid $440.56 of the total cost of $852.00 after the chargeback was refunded back to her. They cancelled their warranty on June 4th, 2014 after 126 days of coverage. The Terms and Conditions that were sent via mail to the customer after the purchase of the renewal states when you cancel “you will receive a pro-rata refund of the Service Agreement purchase price, minus the cost of repairs made (if any), and minus an administrative fee not to exceed 10% of the Service Agreement purchase price or twenty-five dollars ($25.00), whichever is less, unless otherwise provided by state law.” That leaves them with a total refund of $269.67.
We explained to the customer on June 27th, 2014 why she received the refund amount she did. The breakdown is as follows. She paid $440.56 of $852.00 but had the warranty for 126 days which cost them a total of $145.89 which would have given them a refund of $294.67 less a $25 administrative fee for cancelling which takes her refund to a total of $269.67. This is the amount we refunded the customer on June 20th, 2014.
In regards to the complaint that was issued, it states that we refused to fix the dishwasher. In our Terms and Conditions it states that we will fix all functional parts but the part that was broken on the Dishwasher was the dish rack and this is not considered a functional part. Furthermore, the complaint states that we will not send documentation on why the refund is that amount or send them a contract of coverage. We sent the customer the terms and conditions after the initial renewal in January, a letter on June 20th, 2014 stating that her contracts have been cancelled, and we emailed a digital copy of the terms and conditions that state the Cancellation Policy on July 8th, 2014 and July 14th, 2014.
We have tried to communicate with the customer numerous times and tried to explain everything in detail. Unfortunately this customer is not satisfied, even though it states everything in the Terms and Conditions that were sent to the customer on three different occasions.
I am sorry I did not have access to my personal e-mail. I do not agree with the explanation on this case but I know that there is nothing I can do except file in court. I will look into that. I don't feel this company is looking out for it's customers and the general public. They are clearly taking advantage. Thank you BBB for your time.
Problems with Product/Service
Read Complaint Details
Complaint: Servpro ###-###-#### calls my home two to three times a day. I have called them to ask not to call. I have been put on hold until I am disconnected. This has happened two times.
Desired Settlement: Servpro should stop calling my home
Thanks for your patience in this matter. According to the documents you sent me, the customer is requesting that we not call him again… In response to that, I have added his phone number… *********7 to all applicable DNC lists for our company. Is there any further action that we need to take?