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:08/07/2024

  Type:Service or Repair 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.

  After the fire, Service Master was introduced to me by my insurance adjuster to clean and pack my possessions from my home and my clothing was damaged and not all brought back.  She came a took some back to have them repaired, and said they was going to pay me for what could not be fixed, nothing have been giving to me.  All so the Service Master people brought my things back and was to set up my house and they did not do but my adjuster paid the company $4.821.24 and repaid the company $14,760.18 again for work they did not do.

  (see attached)

  Business Response

  Date: 08/15/2024

  On October 18, 2023, ServiceMaster Restoration by Advanced received an assignment from *** ******** insurance carrier regarding the potential need for fire mitigation services for both contents and structural items that were impacted and/or potentially impacted by fire inside *** ******** home. *** ****** agreed to let ServiceMaster Restoration by Advanced perform the necessary services inside her home and signed all authorization forms required for work to commence. All fire related mitigation to both structural and contents were completed and *** ****** signed all certificates of completion stating that work was completed to her satisfaction. All required documents were provided to *** ******** insurance carrier along with approximately 1,034 photos taken throughout the duration of the project as documentation of completed work as required by the insurance carrier. *** ******** insurance carrier reviewed all invoicing submitted by ServiceMaster Restoration by Advanced which was approved and remitted payment for completed services. 
  

  All content items that were impacted by fire, smoke, and odor were moved to the facility in which ServiceMaster Restoration by Advanced performed the necessary cleaning and deodorization of items, the items were then placed into storage at the same facility which were housed until the repairs were completed by *** ******** contractor. Once the repairs were complete *** ****** requested the return of the content items that were in storage. The content items were returned to *** ******** home and subsequently ServiceMaster Restoration by Advanced invoiced *** ******** insurance carrier for the move back portion of the claim. Upon completion of the move back portion *** ****** refused some of the boxed contents stating that the clothing items inside the boxes in question were not acceptable. ServiceMaster Restoration by Advanced took the boxes back into their possession, cleaned the items in question a second time, returned them to the insured, and *** ****** refused the items once again. *** ******** insurance carrier was never invoiced for nor was an approval ever given to set up *** ******** home. In *** ******** complaint she states that ServiceMaster Restoration by Advanced should refund $4,821.24 when in fact *** ****** has that money in her possession and refuses to remit payment. Also, in *** ******** complaint she states that she should be refunded an additional $14,760.18 for work that wasn't completed when in fact those services were completed to her satisfaction. ServiceMaster Restoration by Advanced has notified *** ******** insurance carrier of this complaint. 

  Customer Answer

  Date: 08/27/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: See attached response. 

   

  Please clarify, who has my invoices? Name of person and name of company that has those documents. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 08/27/2024

  *** ****** signed all necessary documents that allowed ServiceMaster to begin services, and *** ****** signed the necessary completion documents once the work was completed. Those documents were provided to *** ******'s insurance carrier. It is our understanding that *** ****** has been in contact with her insurance carrier throughout the duration of the project. 
  
  *** ******'s clothing items were returned, and she voiced her concerns regarding the way some items appeared when they returned. As stated in our previous response, those particular clothing items were brought back to our facility, and the issues were corrected. At no point has *** ****** alleged that "some" items were not returned until she filed this complaint. All items were returned to *** ******. All furniture items that needed to be put together were in fact put together when the items were returned and placed into the rooms at the direction of *** ******. *** ******'s insurance carrier has requested a list of clothing items that *** ****** is unhappy with in hopes of resolving her complaint. All breakdown of charges were provided to *** ******'s insurance carrier and based on the uploaded documents she has received those from her carrier. The only suggestion is that she continue to correspond with her insurance carrier as she has previously. 

  Customer Answer

  Date: 09/09/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: See attached
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 09/24/2024

  We have been notified by ***** ******** insurance carrier that this issue has been escalated to the insurance carrier board due to ***** ******** continued issues with her claim in general. We have provided all documentation to her insurance carrier and this information cannot be shared through this forum as it is considered private and confidential.