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:06/09/2025

  Type:Billing 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 began work on my house without a contract. They attempted to have me sign a contract after work was completed. They took advantage of me after a house fire where I lost my son. The credit department is unwilling to work with my insurance company to resolve where I was double billed and are putting a lien on my property for their services rendered. Their rates are considerably higher than commercial rates for comparable work. This company is predatory and uses unfair business practices and I will be filing with ***** as well.

  

  Business Response

  Date: 06/13/2025

  Regarding your concerns, I’d like to clarify a few important points:
  Prior to the commencement of work, the necessary authorization forms were sent to ******* ****** electronically via ********. These documents were reviewed, signed, and returned, providing written consent for us to proceed with services. Additionally, there was a direct acknowledgment of this agreement in an email correspondence from the customer, confirming her understanding and approval of the work to be performed.
  

  In the insurance and restoration field, we do not independently set the pricing for our services. Instead, we are required to use standardized pricing databases such as *********, which are developed and maintained by third parties and widely accepted by insurance carriers. These pricing lists are updated monthly and tailored to reflect average market rates for labor, materials, and services within each specific geographic region. This ensures consistency and fairness in the billing process across the industry.

  As for the scope of work related to fire cleaning and restoration, we follow the Institute of Inspection, Cleaning, and Restoration Certification’s ********** **** – Standard for Professional Fire and Smoke Damage Restoration.
  

  Regarding the concerns about double billing and communication with your insurance company, we want to clarify that we have been actively working with the assigned insurance adjuster and are awaiting their formal review and feedback on the submitted estimates. Unfortunately, there has been a delay in receiving a response outlining any disputed items. We have identified and acknowledged that several line items appeared in both the asbestos abatement and structural cleaning estimates across multiple rooms. To prevent duplication, those overlapping items have since been removed from one of the estimates. We remain in ongoing discussions with the adjuster in an effort to reach a resolution. It’s important to note that an adjuster’s review is a standard and necessary part of the claims process, and we are committed to working diligently toward an agreement as quickly as possible.

  Customer Answer

  Date: 06/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  

  I respectfully disagree with the company’s response. I believe the services rendered violated the *********** Home Improvement Act and constitute unfair trade practices under *****. I am currently reviewing my legal options.This response is made without prejudice to any legal rights or claims I may pursue under state law, including but not limited to ***** and the *********** Home Improvement Act.

  
  
  ******* ******

  

  Business Response

  Date: 06/27/2025

  After carefully reviewing the differences in the estimates, we
  have agreed to reduce our amount to align with your carrier’s estimates in
  order to reach a resolution. While we stand by the work performed, we wish to
  acknowledge the unique circumstances of this claim and extend this courtesy. 

  Customer Answer

  Date: 07/07/2025

  I requested documentation of the work performed and am currently awaiting a response from the company.  Their final invoices were simply a brief single line description of the area of work performed and a dollar figure. I have requested a break down of what was performed.