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:12/04/2024

  Type:Order 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.

  I have not received any response from the company. I have sent an email each week requesting resolution and the company has failed to respond.

  Email was sent to six recipients as a reply to initial request for payment.

  Customer Answer

  Date: 12/04/2024

  ServPro **** left 12 machines in the property and came back 7 days later with a bill over $5K then stated that the moisture meter read "exactly the same" as the day they left the equipment. The company refuses to take responsibility for the inability to provide services to "dry" the property and continues to attempt to extort owners with the threat of placing a lien on the property. No services were rendered and a manager on the property agreed that the equipment left to "dry" the property does not work in pre-war construction homes made with plaster. Their equipment works on modern construction drywall homes only. The on-site **** should never have engaged in a service contract for this property as they are not equipped to provide drying services for plaster walls. Since the business failed to provide drying services, no payment is due.

  Business Response

  Date: 12/10/2024

  To whom it may concern,
  
  Thank you for giving us the opportunity to address this complaint. I have chosen to only correspond with complainants via email for documentation purposes. On December 3 rd I responded to her request for a call back to resolve her issue. In my response I pointed out that her claim was contradictory to our chief notes and provided her with said notes. These notes outlined the process of the job, including multiple conversations with complainants where she states she does not want any material removed. We initially quoted her a preliminary price of $3,685 for 3-5 days drying. While doing our daily monitoring we noted that the material was not dry and again were told by complainants that no material be removed. It was explained to her that the material would not dry unless some demo was done. We left the equipment running for 7 days and returned to find the material was still not dried. complainants signed the proper forms and the equipment was removed. She initially refused to pay because of the credit card fee. She now is refusing to because she says we didn't dry her house out properly. We are willing to honor the initial preliminary price, as her complaint states we are charging her for 7 days. Going back and forth with her it was clear my response was not what she wanted to hear, even when the documentation (attached) was presented to her to corroborate our position. She was unwilling to tell me what she wanted as a resolution when asked. I hope this helps explain our position, and if we can provide anything else, please let me know.
  
  Sincerely,
  ***** *******

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22586505
  
  I am rejecting this response because ***** explains that the technicians on site said the home wouldnt dry without removing material. As discussed with the technicians on site and their supervisor, ****, who came to inspect the job, there is no way to remove material without removing all of the walls, which would demolish the entire home. This home was built in 1928 and is constructed using lathes plaster and wood. It is NOT possible to cut out wet walls without the entire home falling down. The normal way Servpro dries a modern home is to cut out all the wet drywall between the studs and then replace the wet drywall. That method is not possible in a plaster home. There is no drywall to cutout. ***** has explained that no material was removed (because it was not possible to do so) and the technicians that were there as well as **** their supervisor all agree. So why is the company charging me for 3 days of leaving equipment in my home that they all acknowledge would not dry my home? 
  

  The company failed to provide any services that would benefit the client and knowingly left equipment that would not dry the home and now are trying to extort money from me for their mistake.

  Since the company admits that the equipment left would not work, they should have never recommended that the equipment be left in the first place.

  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/12/2024

  The documentation I have provided explains clearly that the complainant would not allow us to dry her home based on our recommendation. This has been explained and documented, so as far as we are concerned there is nothing more we can do. Furthermore, our reputation in this industry, as well as the area we service, is impeccable. To my knowledge we have always maintained excellent status with the BBB. I will close with this, in our industry as well as "Mrs. ********* ,we can make recommendations to our clients, but we cannot make them follow them. For your review I will reattach the daily Crew Chief notes, as they clearly outline our conversations throughout the job.

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22586505
  
  I am rejecting this response because:

  This is an example of a corporation bullying a customer. Randy's explanation of why ********************** is justified to bill me for providing no services makes no sense. His explanation states, "clearly that the complainant would not allow us to dry her home based on our recommendation." This is completely inaccurate. ***** has never addressed that the home is constructed with plaster lathe and the "recommendation" was to remove all the walls (which is what they recommend for drywall). The techs on site and the "supervisor" **** who came afterwards all AGREED that the "recommended" did not apply for a plaster home. So Randy's "justification" to  bill me for no results is moot. No one agreed to move forward with services that would provide NO results. His argument is ridiculous.

  I hired ServPro in 2018 for this same property. The technicians were knowledgeable and placed holes in the walls will tubes and the equipment they left WORKED. I told the technicians about this when they arrived. I showed them the holes. They said they "did not know why they did that." I told them it WORKED. The technicians recommended exactly what they did, which was to leave 12 fans blowing for SEVEN days. There were NO results, and the walls were still at the SAME moisture level as the first day.

  I do not know who "*****" is but it seems he was hired by ServPro to increase revenues with a business model of extortion. I received notice that a LIEN has been placed on my home.

  I understand that BBB is here to assist both parties in reaching a fair and reasonable resolution. I am requesting that the same team who serviced my home in 2018 come back to re-assess the recommended treatment and we get this done right. After they left in 2018, my home was completely dry and restored! The walls were dried and painted so there were no more water stains. It looked FABULOUS.

  I have called ServPro asking for someone, anyone to help me and was told that "*****" has told everyone to hang up on me. The company even has my credit card information and they could have charged it anytime!

  My position remains the same. I called ServPro based on my prior experience in 2018. I am requesting that the same team who serviced my home in 2018 come back and get the job done.  I am happy to pay for resoration services which is why I called ServPro in the first place. I request the lien be removed and the issue be resoved, which I have been trying to do by calling week after week only to be hung up on.

  I have called ***** in ********, I have called billing, I have contacted the supervisor who was on my property. All of them are terrified of "*****" the bully and no one will resolve this. He needs to be removed. Upper management needs to take over to resolve this.

  Right now I have a huge mess and have been unable to live in my own home while I await this to be resolved.

  Thank you, ***** ******* for your kind understanding and support to help protect citizens from this type of business activity. "*****" will destroy the good reputation that ServPro has for itself with this type of extortion. He claims they made recommendations that I didn't' follow? I hired ServPro as the EXPERTS so they should not have left the equipment they did if it was known to fail. "*****" is making excuses and taking no responsibility. He is the problem, not ServPro. 

  As I stated earlier, I called ServPro because of their reputation and the STELLAR job they did for me in 2018 on the SAME property. The techs that came to my home this time did not use the same equipment as they did in 2018. They made a MISTAKE and I have been asking all along for the job to get done right the way it was done in 2018. **** the supervisor that came on the property AGREED. 

  Next Steps:

  Send team from ****************************************************************************************** 2018. I will pay the bill. Remove the lien from my property.

  This is not rocket science. "*****" is in a "pissing contest" and instead of making it right he is focusing on BEING RIGHT.

  Let's just GET IT DONE. I'm asking for a resolution. Always have, and am still waiting...

  
  MESSAGE FROM BUSINESS:
  
  The documentation I have provided explains clearly that the complainant would not allow us to dry her home based on our recommendation. This has been explained and documented, so as far as we are concerned there is nothing more we can do. Furthermore, our reputation in this industry, as well as the area we service, is impeccable. To my knowledge we have always maintained excellent status with the BBB. I will close with this, in our industry as well as "Mrs. ********* ,we can make recommendations to our clients, but we cannot make them follow them. For your review I will reattach the daily Crew Chief notes, as they clearly outline our conversations throughout the job.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/09/2022

  Type:Customer Service 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.

  Servpro came to Daytona Beach home, flooded by Hurricane IAN.Gave us an estimate of $7500. They ******** told us that included everything.In front of a witness.We gave them half down. They were going to also remove ****************** cabinets.But the insurance adjuster said to stop, he had to see them first. So we knew that, it was ok.So they left, the head guy *************************** told us they would remove that from the bill.So instead of a $3,000 final bill, they took 3 weeks to send a $12,000 bill.We kept asking why we couldn't get the final bill. Now we know why.It took 3 weeks to come with all the xtra lies. They are just trying to scam both us & the insurance company.This cannot stand. We honored our side of the contract, now it's their turn.What a ripoff, nice workers, but scam company. Do not do business with these guys!We are more than happy to pay the balance of the $7500 less the work not done, plus any state ******************** is the original:Dear *******************,Thank you for allowing SERVPRO of Alamo Ranch to serve you in your time of need. Below are the services that we offer and the total for those services. Please keep in mind that this price is meant to give a quick estimate of what services might cost. At the end of the job, you will be be provided a detailed scope with pricing and it will contain any applicable state taxes.Please contact SERVPRO of Alamo Ranch at ************** if you have any questions regarding your estimate or work performed.Notes: Extraction and removal of carpet and padding.Removal of wet drywall and insulationRemoval of any damaged cabinetry or contentsEstimate Total: $ 7521.80Amount Due Today: $ 3760.90Amount Paid Today: $ 3760.90Balance Due: $3760.90Your Signature: $https:/*********************. Daytona **

  Business Response

  Date: 12/14/2022

  first of all in the complaint the consumer mentions servoro of alamo ranch ************ twice which is who the consumer has a contract with not servro of south daytona beach/port orange further more servpro of south daytona/port orange was sold over 2 years ago to *************************** of ********************************* daytona beach ** ***** also i demand that you remove my name from this complaint immediately and remove my information from your database