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:04/04/2025

  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.

  Due to a fire at our home in 2024 reached out to servpro for clean up and restoration. Their staff said that process was going to take ~3 months, Due to their delays and breaking a water pipe at our house we were not able to move back home until 11/******* first they assured me they were available to set up equipment to remove smoke within the first 2 days, they did not show up until after 10 days.Then after 2 months they started removing the damaged areas of the house. Then their crew broke the spigot which resulted in our basement being flooded. We tried to work with their reconstruction crew but due to the previous communication issues and delay in their services we decided against this. We submitted a quote for another local construction crew to come in and do the reconstruction to the water damage area but they did not allow this. The kept saying that they are contractors and they would use their people and their products only. When I asked for their claim number to their insurance they reported they had never submitted a claim to their insurance even though the broken spigot that lead to the water damage was done during working time. A local restoration company gave us a quite for $23,044.44, which would cover all that was needed get the area as It was. Per servpro their estimates to repair the damage was at $15,000; but this did not take into account our preferences . In order to return home we settled for $15,000 September 2024 and have slowly tried to get the section of the house that they damaged back to functioning, but as the other reconstruction had estimated the cost did exceed what Servepro quoted. There were so many other issues w/ them including missing items that were taken to be cleaned, ongoing requests for updates/ lack of communication, Excessive billing, and very rude costumer service. Their ongoing issues and delay lead to so much mental stress which was so sad as we counted on then during our time of need.

  Business Response

  Date: 05/05/2025

  from: **** ****** <*************************************>
  to: ***** Look <**********************************************************************>
  cc: ******* ******* <*************************************>,
  ***** ******* <***************************************>,
  *************************************************************************************************************
  date: May 5, 2025, 1:38 PM
  subject: Re: BBB: Final Courtesy Notice - Customer Complaint Requires Immediate Attention

  Hi *****,
  
  Thanks for the call back today.  As I said on the phone, this project did not go perfectly, but we had addressed the issues as they happened and worked proactively to resolve them in a timely manner.  Ultimately, this customer did not allow our team back in her home to fix the damage we agreed to remedy and instead she opted for us to pay her so she could hire another contractor to do so.   
  
  Regarding the cost to repair their home:
  We are very familiar with labor and material rates in Eagle county, we work there frequently.  The amount we settled on with the customer was significantly more than it would have cost us to fix the issue ourselves and more than it would have cost us to hire out the repairs well. One of the major sticking points we had with this customer was regarding financial responsibility for material upgrades.  One example was the material cost to replace her damaged floor was $1.95 per foot with the same flooring, but she wanted to replace her floors with a significantly upgraded material that cost $8 per foot.  
  
  Regarding the interaction with our team:
  I'm certainly not claiming we are perfect, and piecing together all of the project timeline this far after the fact is difficult.  I'm sure there were some days here or there that we may have had schedule conflicts, but the vast majority of what extended this project was the back and forth with clients related to material selection.  We'd provide a source for material selection that fit in the budget, the client wouldnt like it so we'd search for alternatives which caused significant delays.  I've reviewed the written communication between our team and the client and would not categorize them as rude.  Many of them were tough conversations because they were related to a disagreement in which the client just wasn't satisfied with what we thought were very reasonable solutions.  
  
  Ultimately, we would have liked to have had the chance to do the repairs on the clients house, and had we been given that opportunity they would have been back in their house months earlier.  In fact, after much deliberation with the client on material selections, we had a crew at her house ready to do the repairs, on schedule, last June and the client did not allow them in their house.  
  
  Please let me know if I can provide any additional info or background on this complaint.  
  
  Thank you,
  ****
  
  **** ****** | COO
  SERVPRO | Team ******* | **************
  Email: ****************************************** Cell: ************

  Customer Answer

  Date: 05/05/2025

  Complaint: 23159224
  
  I am rejecting this response because:

  as noted on the attachments Servpro did not provide me with a until July 26th, so it is does. It make sense  to me that **** noted that they were ready to complete the job in June . Servpro also did not want to process the claim through their insurance therefore we could not work with other contractors other then the people they work with. And while to completely understand that they have selected contractors, the verbal information changed every single time , from the restoration process to what they had promised for reconstruction. Even getting an engineer to proceed with the project never happened. And as you can see from the pictures I had to request information multiple times as my stuff was cheap .
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 05/05/2025

  I was not given an allowance until the end of July, so it is confusing to understand Seths statement noting that they were ready to start in June . Additionally, when asked to work with other contractors, this was denied as they said they did not submit a claim to their insurance though the issue happed with their crew during the restoration process . I must fully disagree with Seths comment that my discontent was due to material disagreements. While No body likes their personal belongings called cheap, I was mostly frustrated with the service they provided. Again it took 3 months for the restoration process to be completed- 2 months more than promised. They returned items with out cleaning but did not have any issue claiming I we clean to out insurance. I had to ask for updates frequently and get leaders involved to get a response . What other service provider requires for a costumer to have to reach out to leaders to get a job done?

  Customer Answer

  Date: 05/05/2025

  I was not given an allowance until the end of July, so it is confusing to understand Seths statement noting that they were ready to start in June . Additionally, when asked to work with other contractors, this was denied as they said they did not submit a claim to their insurance though the issue happed with their crew during the restoration process . I must fully disagree with Seths comment that my discontent was due to material disagreements. While No body likes their personal belongings called cheap, I was mostly frustrated with the service they provided. Again it took 3 months for the restoration process to be completed- 2 months more than promised. They returned items with out cleaning but did not have any issue claiming I we clean to out insurance. I had to ask for updates frequently and get leaders involved to get a response . What other service provider requires for a costumer to have to reach out to leaders to get a job done?

  Customer Answer

  Date: 05/05/2025

  I was re reading Seths response and as per the images sent earlier I was told that the budget was $3 now he he is saying its $1.95, he also mentions that they tried to look for multiple options but the only option I was given was to order from floor and decor. When I asked for samples as the  nearest floor as decor store is more the 200 miles away to compare,  none were provided . I had to ask for multiple updates not just for the work they were supposed to do due to their damaged caused but also for the status in the job they were hired for .

  I also had to ask them multiple times to send someone to unplug gen ****** as their crew threw a whole bunch of paper in there . It took 2 months to get someone to take care of only 1 issue.

  Business Response

  Date: 05/07/2025

  Hi *****

  I'm not sure Im understanding what the ask is here nor whats the expectation in response. This project had some issues, some of which were squarely our responsibility. We resolved them as best we could at the time, came to an agreement with this customer and paid her $15K for damages that were questionably our responsibility to begin with. If the customer just wants to post and share her complaints I dont think it will be productive for me to relive past issues with her. If the customer is looking for some sort of payment we already came to an agreement with her and paid her for damages. We are very engaged with our business and always try to do the right thing, but as I said Im just not really sure on whats the best, productive way to respond here. Any advice?

  ****

  Customer Answer

  Date: 05/14/2025

  Complaint: 23159224
  
  I am rejecting this response because:

  Servpro did not allow us to work with another contractor and have that contractor report to them . They also did not allow us to work with another contractor and their insurance. We were only given an option of working with their staff which per previous documentation changed their request on prices allowed and were not able to provide samples upon requests , their lack of communication and processing also delayed my familys return to our home and use of personal resources such and gas for school transportation and time off work. 
  As first noted - the 15k provided by Servpro was not enough for the repairs needed as the total for the repairs including labor was close ****** , which we did not have so now we have an unfinished space.

  I would like understanding why we were not provided with their insurance information ,an apology and $5,000 to finish the space that was damaged .

   

  Thank you for your support through this process.

  
  
  Regards,
  
  ****** *****

  Customer Answer

  Date: 05/16/2025

  More Information...
  Servpro- damage timeline:
  
  Servpro reported they would be completing the removal exterior wall w/ fire damage 
  March 27th 2024, water damage seen and reported to Servpro.
  March 30th 2024, ****** reported ****** *******- General manager was going to have Galean check the foundation the week of 4/1/24 
  Of note- Servpro was sending the restoration crew to fix the water damage only, halting fire restoration they were hired to do
  Due to lack of support to proceed w/ the restoration to the basement from the water damage I asked for the contact info to their insurance to ****** on 5/1/24, I was told to talk to **** about concerns on 5/3
  Connected w/ **** on 5/2/24 more then 1 month after the damage due to no f/u on next steps for repairs, per ****** ****** was going
  Requested sampled for flooring in 5/20/24- No response from anyone **** or Galean see text message
  5/31/24- was told to select a floor
   6/6/24 sent flood request to Galean
  6/20/24 order from Select Surfaces was cancelled due to This flooring looks to be a much higher quality product than what is currently installed. Even though that when I asked for samples on 5/20 I did not get a response.
  Received the last batch of clean contents after we were told it was going to take 4 weeks from February to have them cleaned and returned 
  6/26/24 per Galean sample of flooring were taken and compared but samples of tile were never taken since Servpro threw all of it away.
  6/27/24 email **** to get leadership involved due to the lack of progress in the project, see attached images
  6/28/24 was told that unless they were paid for their fire restoration work they could not proceed w/ fixing the damages they caused.
  7/3/24 again asked for samples of alike material to be provided ; 7/5/24 was told samples were going to be provided
  7/26/24- Galian sent an email noting that there was an allowance of $3 per square foot, per the previous email we has requested sampled.
  Owners halted work until 8/12
  8/9/24- communicated with **** and ****, informed we no longer wanted to work w/ Galean and had gotten other bids from contractors.
  Provided Servpro 2 bids from contractors 8/16/24
  8/12/24- **** responded that they would not pay for other contracts since they had their own, see pic
  8/20-Servpro was reporting work that was not done/ requested insurance claim information
  8/22- came to an agreement for 15k
  9/9/24- Servpro sent payment for 15k
  This process took about 5 months, in total we were still requesting content information until 11/2024.
  While the reconstruction crew that were separately hired were able to complete work 2 months and allowed us to return home.
  I completely understand that no one is perfect as **** mentioned in his emails, 
  
  
  
  
  
  In addition to the damaged cause Servpro as a company overcharged our insurance in multiple things, when asked for detailed information they declined, our insurance was notified.
  
  They reported they were working in the fire restoration but crew members were seen in their cars for more then half of their shifts.
  They took items and reported them as clean, then returned them with price tags intact.
  They did not provide damaged contact information unless requested multiple times.
  They used multiple Uhaul vehicles to return our belonging instead of using their own vehicles 

  Business Response

  Date: 05/27/2025

  Hi *****

  Following up from our discussion last week I've added a document with some of the emails discussing flooring materials.  One of the central issues with this project was we were miles apart in expectations of flooring repelacement.  We didnt fully agree that the damage to her floor was our fault, but instead of haggling about it we decided to try and do the right thing and move forward with the repairs.  As part of our standard process we test materials with ITEL to get specs and costs of the materials so we can replace them with comparable quality.  Often people will want to upgrade their materials and we do that all the time, but the customer pays the difference.  In this case we couldnt come to an agreement or even a basic understanding that we would replace the flooring with like quality and she would be responsible for additional costs due to upgrades.  I fully realize that there were some logistics challenges with the material selections as well given the location of the property and lack of availability of suppliers near enough to visit.  This was another reason why it seemed to us a reasonable approach to settle with Ms. ***** and pay her to get the repairs done even at a higher cost than it would have been for us to perform.  

   

  -****

   

  Customer Answer

  Date: 06/03/2025

  Servpro contacted me , below is the communication between us , sharing so you also have this information.

  Morning Vaneza, Mat,
  
  Mat, thanks for jumping in to try and assist with this.  
  
  ******, thanks for your detailed response.  And I'd reiterate Mat's apologies.  This project obviously did not go as it should have.  
  
  With that said, The BBB has a very rigorous process to follow up on these types of issues and we are well into that process.  In an effort to not duplicate effports for anyone and put more stress and frustration on ******, let's stick with the BBB process and let them help us resolve.  From my understanding they should have a proposed resolution back to us this week or early next.  
  
  -****
  
   
  ?
  **** ****** | COO
  SERVPRO | Team ******* | **************
  Email: ****************************************** Cell: ************
  
  On Tue, Jun 3, 2025 at 9:17?AM Mat ****** <********************************> wrote:
  
  
  ---------- Forwarded message ---------
  From: V A.S <***************************>
  Date: Mon, Jun 2, 2025 at 8:11?PM
  Subject: Fwd: BBB Complaint
  To: Mat ****** <********************************>
  
  
  
  Hi Mat,
  
  Thank you for the apology. 
   Below are my responses .
   
  As I interpret the situation from the information in your complaint, you have concerns about the work our water mitigation team performed and the subsequent water spigot that was broken. Do I understand correctly that we took care of the water (removed the water, dried the area) after the issue with the spigot? Is there anything specific to that part of your complaint that I can still address? 
   
  Yes, that is correct. Due to the water damage from the spigot being broken there were delays to the fire mitigation project that we had initially contacted Servpro to help with, which led to delay in returning home. I reached out  to your staff regarding this issue, Servpro did not provide extra staff to attend to the 2 separate issues. Due to this, my family and I had to travel an additional 28 miles per day per adult to work and take our children to school. Servpro never took into consideration the personal and economic impacts their delays were causing. I would like to get reimbursed for the gas/ mileage accrued during this time.The amount- $15,000- they sent did not cover the additional labor to level off the middle area (where the tile was removed ), I would like reimbursement for that. In addition, even though fans were places, the cabinets located in the area affected did not work anymore, not sure if it was due to the water/ humidity or staff moving them. They fell apart once we tried moved them- they were not salvageable; we would like to get reimbursed for those. We could not match the existing paint so had to paint the affected area and room, I would like get reimbursement for prepping labor, painting labor and paint. As noted in my communication to BBB, the estimates we received were higher than what Servpro was showing, but they were not willing to assist us in working with your insurance company and another contractor; in a non direct way work with Servpro or take this money and figure it out.
   
   
  You also mentioned aspects of the reconstruction of the home. It looks like you hired another reconstruction company. What can I assist with relative to the reconstruction?
   
  Thank you but this has been completed in a timely manner with the reconstruction company we subsequently worked .I pointed this out to the BBB to inform them of how the lack of communication, delays, and staffing issues caused delays and therefore we could no longer work with Sevpro and its staff. I
   
  Finally, you mentioned issues with how we handled the contents of your home. I can communicate with my contents lead and get his perspective on how things went. I want to make sure we address your concerns still. How can I best resolve your concerns about the handling of the contents?
   
  The information provided was for the BBB to understand again how Servpro caused delays and how I ( a client) had to reach out multiple times to request information and items vs you (Servpro) consistently communicate with me to assist with the process. In addition, there were multiple items with missing parts and furniture damaged after they were returned which was a very poor way to complete a job. The inconsistencies and lack of communication was seen throughout the different departments: even when leaders were involved.
  
  Vaneza
  
  
  From: Mat ****** <********************************>
  Date: May 30, 2025 at 9:40:02?AM MDT
  To: "V A.S" <***************************>
  Subject: Re: BBB Complaint
  
  ?
  I greatly apologize for the negative experience you had with SERVPRO. Let's figure out what we can do to address all of your concerns. 
  
  As I interpret the situation from the information in your complaint, you have concerns about the work our water mitigation team performed and the subsequent water spigot that was broken. Do I understand correctly that we took care of the water (removed the water, dried the area) after the issue with the spigot? Is there anything specific to that part of your complaint that I can still address? 
  
  You also mentioned aspects of the reconstruction of the home. It looks like you hired another reconstruction company. What can I assist with relative to the reconstruction?
  
  Finally, you mentioned issues with how we handled the contents of your home. I can communicate with my contents lead and get his perspective on how things went. I want to make sure we address your concerns still. How can I best resolve your concerns about the handling of the contents?
  
  Thank you,
  Mat
  
  
  On Fri, May 30, 2025 at 9:06?AM V A.S <***************************> wrote:
  Hi Mat,
  
  Thanks for reaching out. I would prefer to have all communication sent via email .
  
  Thank you ,
  ******
  Sent from my iPhone
  
  On May 30, 2025, at 7:45?AM, Mat ****** <********************************> wrote:
  
  ?
  Good morning,
  
  We received your complaint with the BBB and I wanted to follow up and ask to schedule time to discuss the situation further. Are you available this afternoon to chat? How does 3pm work for you?
  
  Thank you,
  Mat
  ?
  Mat ****** | VP, Integrated Services
  Reconstruction ? Abatement ? Contents
  **************
  Direct: ************