ComplaintsforServiceMaster Restoration by Zaba

• Initial Complaint

  06/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, Service Master by Zaba came to my house due to ice dam in my dining room hence they came to do mitigation and then they would do the repairs of my ceiling on 4/15/2021. Please see the picture attached of the result of the mitigation on 4/15/2021 ( there are nails in the ceiling, loose wire, and the electrical is not secured). After multiple calls and complaints they came to finish the mitigation as the new contractor was going to charge me extra for the unfinished mitigation. Prior to them coming back on 4/30/2021 I had already made Service Master by Zaba aware of the damages in my dining room and spoke with B.B. The mitigation cost $3,793.34 and State Farm Insurance paid Service Master by Zaba directly. The damages to my come will cost $1,113.91 for the repairs in my dining room and $1,000 for the custom shutter repairs. I am asking Service Master by Zaba to pay for these damages and they have already collected payment from my insurance. Please help me! Thank you!

  

  Business response

  06/09/2021

  To Whom it May Concern:
  
  
  We are aware of the complaints Mrs. ******* is claiming.  There is an internal process we have to follow when investigating complaints. It has become frustrating dealing with Mrs. ******* as she automatically jumped into accusations and started sending us bills and telling us we have to pay for things that we were not allowed to look at to make a determination or offer suggestions.
  
  
  We were called in for Mitigation NOT for repairs.  Also if you look at the picture of the ceiling that was submitted by Mrs. *******, you can clearly see in the picture the job was well done, the ceiling looks clean and there isn't any debris left behind in the studs.  We protected Mrs. *******'s home as you will see in the pictures that we submitted. She also signed a certificate of completion and satisfaction at the completion of the job, even after we went a few days later to put up plastic, which is not a requirement, it's a personal preference and we accommodate her, she failed to mention any of her complaints regarding the shutter and the dining room.  She did not give us the opportunity to inspect the shutter,  if any of our employees would have damaged her shutter, the entire shutter would have fallen off, we use heavy equipment, also debris falling off would cause more damage than just chipping.  She purposely did not let us inspect the shutters.  She also had a contractor provide her with an estimate for painting her dining room, a room we did not work on and she failed to mention this when we inspected her property on May 1st., she just sends a bill and expects us to pay it.
  
  
  She keeps saying Insurance paid us $3000, yes for the work we did, so now she wants us to use that money to pay for her dining room and shutter, this is not the way to resolve complaints.  Mrs. ******* has made this process complicated, she was aggressive through email, exaggerated claims against us and kept calling us unprofessional, however she did not give us the opportunity to look into these matters and automatically accused us of damaging her home.  
  
  
  We are attaching pictures so you can see how careful we were during the mitigation, I am also attaching our email conversations, as well as the certificate of satisfaction.
  
  
  At this point, Mrs. ******* continues to make false claims against us and we will be getting our attorney involved.  
  
  
  I am requesting that the BBB understand that we have been responding to Mrs. ******* and allow us to handle this accordingly.  It is unfair that Mrs. ******* is willing to file a complaint and harm the reputation of a small business because she refused to handle herself in a professional manner, she has complicated this process.  It would be unfair for the BBB to publish this complaint as we have responded to all her allegations. We will resolve this through the attorneys. If you need additional information please let us know.
  
  

  Here is a link with the photos  https://app.companycam.com/galleries/ixmLzhjw  I also submitted a photo report as an attachment.

  
  Thank you

  Customer response

  06/10/2021

  
  Complaint: 15541777
  
  I am rejecting this response because:

  To Whom It May Concern,

   

  I have been attempting to reach an agreement with Service Master by Zaba to cover the damages to my house and have been unsuccessful, which is why I am contacting BBB.
  
  Service Master by Zaba has refused to pay for the damages they caused in my living room and to my shutters.
  
  

  Service Master by Zaba have lied in stating I have refused them examination of my shutters. Service Master by Zaba has never requested an examination of the damage to my shutters. And I have never refused them access to review the damages to the shutters.  
  
  The entire premise of engaging BBB was to reach a resolution without involving the Legal System. In the previous communications with Service Master by Zaba they continuously engage in scare tactics, which are unproductive.  
  
  I want to get secure payment for the damages to my home and nothing more.  Service Master by Zaba has never stated how much they are willing to pay for the damages.
  
  Again the entire premise of contacting BBB is to reach an agreement and not to intimate and exaggerate matters.
  
  Also at the time of initial contact Service Master by Zaba was do to the mitigation and repairs caused by ice dam.
  
  I understand Service Master by Zaba does not want to help me as they have already by paid by insurance company but my house was damaged by Service Master by Zaba remains.  I simply want reparations,  for the damage caused by Service Master by Zaba. As I also want to move beyond this.
  
  Thank you BBB.

  
  
  Sincerely,
  
  Grecia *******

  

  Business response

  06/14/2021

    We will not be able to resolve this issue through the BBB. Mrs. ******* claims that we used scare tactics towards her, as you can see in the documents that we submitted we maintained professionalism, her initial emails towards us were very aggressive and insulting.  All her claims require an investigation, however she received a repair quote and never mentioned it to us,  accused of damages and sent an invoice.  At this point the only way we will be able to resolve this issue is to get our attorneys involved as they will find a resolution.  We cannot pay for her repairs simply because she is accusing us.  We are company that provides good service, you can se based on the paperwork and pictures we submitted.  She keeps claiming we destroyed her home and those are very strong words and just sets the tone of how she is going to handle the complaint. So to keep things fair for both sides we need our attorney to handle this complaint. We have not disregarded her complaints however they are unfair. 

  Thank you

  Customer response

  06/17/2021

  
  Complaint: 15541777
  
  I am rejecting this response because:

  Dear BBB, 

  Service Master by Zaba's continuous to state the following lies against me which include the following

  - offering to do some work in remediation of the complaints I made to them  ( they never offered to do any work which is why I contacted BBB)

  - that I provided estimate of repairs prior to the visit of Service Master by Zaba ( when this estimate was provided after Service Master by Zaba came ) 

  - that I keep raising the stakes ( I had stated my complaints via text to the Service Master intake) 

  - that I demanded the entirely of the shutter panels  ( in fact via email I stated that only the damaged shutters needed to be repairs as I agreed that not all the shutters were damaged) 

   

  When in fact 

  - in our email communications I explicitly wrote to Service Master by Zaba that I agreed that all the shutter did not repair as not all the shutters had been damaged.  

   

  It's incredibly frustrating that Service Master by Zaba continues to lies about the damage they caused to my house and to lie about their attempts to offer to repair. And on top of it all now Service Master by Zaba wrote to me and stated that they deny any culpability. 

   

  Unsure how BBB meditation would work if Service Master by Zaba are denying any culpability, which is Service Master by Zaba stated they wanted to engage with. But given that they stated they deny any culpability this was seem unproductive given that mediation requires both parties willing to openly engage. 

   

  Service Master by Zaba tarnishes the homeowners bestow on contractors to do honest and good contract work. I am putting my complaint on record with BBB so other home owners and business can learn about Service Master by Zaba's conduct as all they have caused me is distress and unnecessary stress  due to their lack of  accountability. 

   

  Thank you BBB for serving as a platform to engage in dialogue with business. Although this compliant did not result for me in resolution it allowed for the behaviors of Service Master by Zaba  to to be highlighted. 

   

  
  Sincerely,

   

  
  Grecia *******

*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. ↩