Complaints

This profile includes complaints for ServiceMaster Restore of Lanark County's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

ServiceMaster Restore of Lanark County has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  ServiceMaster Restore of Lanark County

  256 Hwy. 15 Smith Falls, ON K7A 4T4

  
• 

  ServiceMaster Restore of Lanark County

  P.O. Box 471, 256 Lombardy Road Smiths Falls, ON K7A 4T4

  

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:31/10/2025

  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.

  Servicemaster was contracted to perform restoration after fire damage. Over the course of a year they have shown severe negligence, incompetence, and have failed to perform the restoration in a safe manner. Workmanship is abysmal, major structural and weatherproofing elements do not meet Ontario building codes, and the permits were never obtained from the city. Countless delays, re-dos and slow work turned what was estimated as a two week job into a 4 month long ordeal. I have very clear record of lying, manipulation, and failure to perform basic preparation tasks, much more than can be outlined in a mere 2000 characters.- Materials were not ordered until two months into the job, despite four months of lead time and measurements, drawings, and engineering (required for permits) being completed nearly 8 months prior. I was lied to about this on multiple occasions - Permits were never obtained, and I have been told multiple times over multiple months that applications have been submitted, though no evidence was provided despite promises.- Inspectors have found egregious building code violations including entire walls that are not insulated, major roof and flashing issues.- A start date was agreed to and missed by 6 weeks, with absolutely no contact. The excuse was material delays which weren't ordered until another 6 weeks later - "Clean up" left cigarette butts, garbage, and significant property damage - Many possessions were damaged while being moved, often despite clear instruction Servicemaster Lanark has been given ample time and three attempts to resolve the issues, obtain permits, and ensure we are satisfied, and they have failed.Servicemaster Canada has been given ample time and four attempts to provide a resolution with the franchise, and they have failed to respond within their own internal proposed timeline.I consent to being contacted to share more details about this issue.Note report has been compressed to fit as attachment and may contain artifacts

  

  Business Response

  Date: 11/11/2025

  Good afternoon all,

  After taking the time needed to review  the complaint relayed and gathering all possible information in regards too this specific claim. I would like it to be noted that we here at Service Master Lanark pride ourselves on our customer relations and workmanship on jobs. This is noted through our many jobs completed and still on going to this day. It must be noted that the extent of this job was ever changing due to the age and work previously completed before our attendance this is not relieve us from any wrong doing as with any job of this size hiccups and oversites are bound to happen. When it comes to times lines materials needed etc. relayed in the initial complaint again with a job of this caliber time lines are are ever changing. We had communicated any of these issues with not only both the insurance company but with the ** as well. It was never our intention to lie and or deceive anyone throughout this process. We note all communications through to insurance and these notes and communications can be delivered upon request for review if needed. As per for the inspections and permits for work completed, *** was privy to all completed within the home and again delays were caused due to inspections, sub trade attendances etc. The portion of the building permit is correct to a certain degree, a permit was applied for and due to turn over within the office the chain of e mails went un answered but any and all work completed was inspected by an engineer designated by the insurance this again had time lines extend as we would not move forward with anything until signed off by the engineer. Again all delays were communicated to parties involved. A permit has been applied for and approved at this time and we are currently awaiting an update from the city of ****** for a date to attend with a representative from our office the crew whom completed work and the City's representative as well. If there was anything to hide this process would not work in our favor, updates of the inspections will be shared with both the insurance and the policy holder. It is our main goal to have this issue rectified and make sure that all parties are satisfied with the outcome, again we must note that not all blame can be put on Service Master Lanark and we are willing to rectify any issues caused within reason. I see that the resolution is noted as a "refund" , any and all money towards said job is that strictly of the insurance and no funds were provided to Service Master Lanark by the policy holder. All in all we will move forward with rectifying these issues and look forward to drawing an end for all parties involved. If needed we can supply photos of work completed, communications with the policy holder, and insurance as we are very transparent. We understand that this process may take sometime but we are and will be working on this one until a resolution is agreed upon.

  Thanks.

  Customer Answer

  Date: 13/11/2025

  Complaint: 24089177
  
  I am rejecting this response because:
  

  Delays associated with this job were well beyond what is attributable to material backorder and were clearly and undeniably caused by a lack of organization and planning on the part of Servicemaster Lanark. As noted in the original complaint, a start date (May 1st) was agreed upon with the intent of having material ready to go. Despite this, 6 weeks later measurements had to be taken again. I have been unable to track down the manufacturer of the steel to get an actual date of order placement, however it could not have possibly been before June. The secondary roof, which was cited as the major contributor to the additional delays, was known to Servicemaster as of the night of the initial emergency remediation in October 2024, and again mentioned on June 16th. The roofing crews were stated to be "replacing the plywood sheeting" under the entire roof in July, which could not have been done if the original shingles remained and had to be removed in August/September. This is a clear case of Servicemaster's disorganization and poor communication causing avoidable delays.
  
  The permit application was submitted on September 22nd, was returned by the City as invalid, and re-submitted on September 29th. As of November 5th, payment had not been remitted. The City has a 6-8 week processing time so the permits could not possibly be approved at this time. Servicemaster explicitly lied about this on multiple occasions, including claiming that the permit application had been submitted in June.
  
  Photos of the work are visible in the attached inspection report, though progress photos would show what cannot be seen by the inspector.
  
  I chose "refund" as a remediation option as it was the most apt of the available responses. The roof has been redone multiple times and each time a(different, independent) inspector has deemed it as unfit, among the other workmanship issues. I understand that remediation will be a complex issue involving **************** as well, however the two are tightly coupled and the exact agreement between these two companies is not of my concern. As a result of their dishonesty and disrespectful conduct, I am not comfortable with Servicemaster Lanark carrying out further work on my home, and would like to come to an alternative agreement on remediation.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 20/11/2025

  Good morning everyone,

  After review of the response given from Mr. ****** we here at Service Master Lanark would feel it best if ****** is open to it, that we set a time and date here at our office or a location of his choosing to get together and discuss all at hand and find a full and formal resolution to all concerns stated. We would be able to keep The BBB updated with the dates/ times and conversations had,  so all have clarity on what resolutions are chosen. Again, the main issue at hand is the communication aspect and we feel it best that if able meeting in person to address all matters, this way there is a full understanding of where all stand. Again the main goal here is to move forward with some form of resolution for the parties involved. We understand all concerns stated but we must focus on what Mr. ****** feels is sufficient for a resolution. Please let us know your thoughts and we will accommodate moving forward. We look forward to progression being made in this matter.

   

  Thanks.