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:09/27/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  On August 23, 2023. My house had a pipe burst that led to much water damage. My insurance sent out one of their water mitigation contacts to remove all water-damaged material from my home. The company assigned was ServePro of SE Sacramento operating under the legal name SPEC-Pro Construction. I have to say the mitigation part of this company did a stellar job at removing, any and all water-related damage material. The workers were polite and cordial.My complaint, however, is not with the mitigation part of this company. Rather it is with their main office, business practices, and unethical behaviors. After about a week after the incident, (between 8/29 - 8/31) since the incident, I contacted ********************* at their main office to inquire about the estimate for repairs.. At this point, I thought it was odd since I am the homeowner and I requested that it be also sent to myself. I was told by ************ would get a much better estimate if I went with this company for repairs. At this point, I verbalized my concern since I thought this was a conflict of interest as they were also the metigation company. She responded to me, If you dont go with us we cannot guarantee a good estimate. If you decide to not go with us and we submit an estimate, you will be charged $500. I did not appreciate this company's strong-arming into choosing them for the repairs of my home. On Friday 9/1/23, I contacted the office once again and stated I was willing to pay the $500 for a robust estimate. At this point ***** replied with, Let me talk to my manager, nobody has ever been this honest with us. on 9/5/23, I received an email from **** stating they were willing to send an estimate but I would first have to sign an agreement.I responded swiftly that morning agreeing to their terms and requesting they send the DocuSing. As I am writing this, it is 9/26/23 ServePro nor SpecPro have made any efforts to contact **** want my written estimate without being charged $500.

  Business Response

  Date: 10/05/2023

  Hello,

  I do want to clarify that you have been communicating with the office administrator, while the manager you mention is myself, ***********
  
  Perhaps there has been a misunderstanding in terms of when we provide estimates, and I truly believe we did not try to strong arm you into hiring us for the reconstruction. Reconstruction estimates are provided to customers who hire us to perform the work. I appreciate you being honest that you are only looking for an estimate, however writing fee-based estimates is not a service we provide. We also cannot provide estimates if we are not able to provide those services.
  
  The $500 fee is imposed on those who breach the Letter of Intent, and dont follow through with hiring us to perform the work. The fee is meant to cover our costs associated with putting an estimate together,obtaining subcontractor bids, etc. We dont claim or guarantee a robust estimate, rather we ensure the work we need to perform is all covered so that customers dont pay anything out of pocket once we have provided those services.More than often insurance companies will attempt to negotiate, therefore our estimates do not come with any sort of guarantee.
  
  As a restoration company our priority is emergency services (mitigation) and are only able to provide reconstruction services when we have the capacity to do so. At this time, we unfortunately we do not have the capacity to take on any additional construction projects, so we are unable to provide you an estimate. You are free to choose any licensed contractor to provide you and estimate and reconstruction services needed in your home.

  Customer Answer

  Date: 10/06/2023

  I am rejecting this response because: I know what I experienced. I know when Im being strong armed. I was a contract negotiator for large union contracts for 8 years. Your men came out and took 3d pictures of the removed materials from my home specifically for an estimate. Im confident your company kept these records. All Im asking for is the estimate since I needed to take a day off  work to be available for your employees to come to my home to perform. I dont accept your response. Im also adding my experience to all online review platforms  I.e. ******* yelp etc p