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Business Profile

Water Mitigation

SERVPRO of Clovis, Fresno Northeast, Shaver Lake

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Water Mitigation.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/18/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    ServPro sent a team to a property after there was water damage leak in a CEILING. The project manager confuses his jobs. He told us to meet his crew so they could demo the ceiling; when they arrived they were told that they could NOT do any demolition, because no asbestos samples had been taken. Being a retired and asbestos inspector, I asked why there were fans going blowing media (potential asbestos containing material) all over the house? Their said that there shouldn't be; so fans were turned off & we jointly called the project manager.Once samples of potential asbestos containing materials were collected, they invoice contained samples of the walls, for a damaged ceiling. I contested those & ServPro wouldn't remove them from the invoice, nor does the report show where the samples were collected. Also NO sample of the 90 year old vermiculite insulation they blew all over the house were collects. Likely because they didn't want a positive sample after blowing it all over the house. Without an insulation sample the other ceiling samples were not relevant to determine a demolition path forward. To followup, I requested they send a third party vendor to collect the insulation sample. 10 days later they sent someone who did not follow protocol which requires a minimum of 3 samples to be representative of a small square footage area. 1 sample was taken & they had results in 30minutes & considering the drive to ******* takes 30 +minutes... this seems fraudulent as ***** The invoice also billed for:-dates ServPro was not onsite -for demolition and haul off of debris.. that never happened;-foe the wall samples which did not happen or if they did they can't document and if they could, we're not needed for a ceiling.They also sign fraudulently signed authorizations & said insurance authorized charges when insurance was not contacted

    Business Response

    Date: 06/24/2024

    Dear Better Business Bureau & *********************,
    I hope this letter finds you well. I am writing in response to the complaint filed by Ms. ********************* regarding her recent experience with SERVPRO of *******. We appreciate the opportunity to address her concerns in detail.
    ************** outlined several issues with the services provided by SERVPRO of ******* following water damage to her property, particularly related to asbestos testing and subsequent invoicing. She expressed dissatisfaction with the handling of potential asbestos-containing materials, the completeness of sampling, and discrepancies in the invoice.
    In response to her concerns:
    Asbestos Testing Protocol: SERVPRO of Spokane maintains that all sampling procedures were conducted in accordance with industry standards. While ************** questioned the handling of insulation and the presence of fans during testing, subsequent verification by Air Tech confirmed the absence of asbestos in the insulation, aligning with SERVPRO of Spokane's initial findings.
    Invoice Disputes: ************** contested charges on the invoice related to services she claims were not performed or were unnecessary. We understand her frustration and have offered to waive all charges related to her dissatisfaction as a gesture of goodwill. However, charges from SERVPRO of *******, as an independent franchise, cannot be waived by SERVPRO of Clovis.
    Customer Satisfaction: Ensuring customer satisfaction is of utmost importance to us. We have extended an offer to ************** to address her concerns by waiving all associated charges from SERVPRO of Clovis. We encourage ************** to directly communicate with SERVPRO of Spokane to resolve any outstanding issues regarding their charges.
    Please find enclosed copies of the reports provided by SERVPRO of Spokane and the subsequent verification of insulation testing for your reference.
    We appreciate your attention to this matter and your role in facilitating resolutions between consumers and businesses. Should you require any further information or documentation, please do not hesitate to contact me directly at ************ or *******************************************************.
    Thank you for your assistance in this matter.
    Sincerely,
    SERVPRO of Clovis

    Customer Answer

    Date: 06/24/2024

     Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

     

     

    Customer Answer

    Date: 08/20/2024

     I am rejecting this response because:

    I am still receiving letters from the collection agency after this was supposedly resolved. Still trying to collect and bill me for not only the job at my property but work at a property unrelated.

    Business Response

    Date: 08/21/2024

    Dear *********************** and *********************,


    Thank you for your message regarding the complaint submitted by *********************, ID ********.


    We want to inform you that we have taken immediate action to address the situation. We have contacted the collection agency and instructed them to cease all collection activities related to this debt. We understand the inconvenience this has caused and sincerely apologize for any continued distress or confusion.


    We also want to clarify that any further attempts to collect on this debt, particularly for unrelated work, are not authorized by us. We are reviewing our records to ensure that no additional errors have occurred and will take necessary steps to prevent any future issues.


    We appreciate ***************** patience as we resolve this matter and are committed to ensuring that her experience is corrected. If there are any further issues or if ********************* continues to receive collection letters, please let us know immediately at ******************************************************* so we can address them promptly.


    Thank you for your attention to this matter.


    Best regards,

    SERVPRO of Clovis

    Customer Answer

    Date: 08/27/2024

     Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Customer Answer

    Date: 10/30/2024

     I am rejecting this response because:


    I sent a screen shot showing that Servpro is still invoicing me when they said they wouldn't.

SERVPRO of Clovis, Fresno Northeast, Shaver Lake is NOT a BBB Accredited Business.

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