ComplaintsforSERVPRO of Evergreen Park/South Chicago City

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flood occurred back July 2, 2023. Was reaching out to multiple restoration companies to get estimates. ServPro went to work on my property without my consent or any assigned agreement to work on my property. A representative gave me misleading information. Representative told me that removing the dry wall, treatment, and installing new dry wall would be $9,500. Company only removed dry, wall and treated without installing dry wall. My overall concern is them working on property without me signing or agreeing to work on property.They just sent me an invoice late August or early September. Vendor is harassing me and sending me multiple emails. I have estimates from other companies that are cheaper than servpro and would do additional duties for cheaper. I only gave them my Home owner insurance information but not one time agreed or signed any agreement.

  

  Business response

  10/20/2023

  Good Morning, 

  We have included the signed authorizations to this response outlining the Authorization for SERVPRO to perform Water ********** Services at the property of the invoiced amount and signed by an authorized owner of the property.  

  The Authorization form was signed digitally on 07/18/2023 and SERVPRO coordinated with the customer to perform those services on 07/19/2023. SERVPRO was granted access to provide discussed scope and performed the work as agreed upon. 

  An excerpt from the signed authorization form:

  "The undersigned Customer, being the building owner, owners representative, or resident, authorizes the Provider
  identified below to perform any and all necessary cleaning and/or restoration services on Customers property located at
  the property address above, and with respect to items that need to be cleaned at a remote location to remove and clean
  such items as necessary."

   

   

   

   

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 2, 2023 I had a flood , called Servpro out to help clean up my basement, they arrived on July3, 2023, I immediately asked the worker ****** what is the cost to clean the basement, he told me it shouldn't be more than $5,000.00 I told him my insurance company was only paying out $10,000.00 and that he could leave, I then went on to explain that I can't allow my construction money to be used up, and therefore I only have $3,000.00 in my budget, ****** then stated again, it shouldn't be over $3,000.00 because I included the floors. I then said ok, and allowed Servpro to discard the damaged items in the basement, mop, and ****** stated they would come back on July 5, 2023 to sanitize and place humidifiers to dry out the basement and cut out 2 ft of basement walls. I told ************** already had a contractor to cut and put the walls back together, and he said they had do it.On July 5 I had this same conversation with ****** from Servpro, my Insurance Adjuster from USAA Insurance Company, along with my daughter. ******, again said the job shouldn't be over $5,000.00 and I said no I told you I couldn't pay that and you were not going to eat up my construction money when the claim is only $10,000. Again ****** said it shouldn't be more than $3,000.00 I included the floors. My daughter and the Insurance adjuster was in on this conversation with ******, on speaker phone because my adjuster called at the time Servpro was at my ho**** kept asking for an invoice through emails and never received one, so much to my surprise when I talked to my insurance adjuster he said that Servpro had submitted a bill for $7,682.60, double the price I was given, Servpro did a bait and switch on me and is trying to make me pay a price for services rendered, that I didn't agree to. The Servpro office never once responded to my emails regarding my invoice requests, they just ignored **** am a senior citizen and i feel Servpro did a bait and switch on me and they should not be allowed to operate in such and unethical and vicious manner, I am on a fixed income and I expressed from the start what I could afford , and was tricked into believing this was what I was being charged, because remember I made it very clear to ****** from Servpro if the cost was out of my budget, they could leave my house immediately, now I see why he lied and said it wouldn't be over 3,000.00.Servpro needs to be stopped from taking advantage of Senior, shame on them, and anyone who is willing to condone their behavior..

  

  Business response

  08/11/2023

  Good Morning ********,

  
  On behalf of SERVPRO, we apologize for any misunderstanding related to the work we completed. Our records and internal files do not show that we had quoted $3,000 for the mitigation. We have also checked with the Insurance company's files and notes on the conversation. Those notes also do not have any mention of a quote of $3,000 for the mitigation. Our records do, however, state that we had quoted $5,000 for the mitigation. Because you requested a price adjustment on our invoice, we would like to adjust our invoice to this quoted amount. 
  Once again, we are very sorry for the misunderstanding. 

  Customer response

  08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  *************** to  compliant # *******, which I  brought against Servpro of Evergreen Park /South. I have spoken with a  ************** .*******, at Servpro, regarding my concerns, and Servpro has agreed to  adjust  my invoice to $4,000.00. 

  
  

  I withdraw my compliant, and I am very happy with the results. Should you have any questions for me, please do not hesitate to contact me at ************.  

  
  

  
  

  Reference #********-953E5

  
  Sincerely,
  
  ********************************************

• Initial Complaint

  05/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had a fire in my house last year in March 2022, I use Servpro to clean up the fire damage and they also did some electrical work. I have ********************* ************* company paid them to clean up the damage and do the electrical work. The complaint I have is they were paid $ ******** to do the electrical work. They install a circuit breaker in the basement and when you plug appliances up in the kitchen it is tripping the breaker. I have called and contact them numerous times about this problem, I spoke with ******** who is the project manager, and I have sent email to ************************* who is the General Manager, so they are aware of the problem, and no one has contact me to fix the problem. they have not completed the job even though they were paid in full for the job. they served my mother with so paper threating to put a lien on her house if they did not receive their money in full, at the time they wanted their money they were told the mortgage company had the check because they had to signed off on the check. So, the mortgage company finally signed off on the check and mail it to **. I have made numerous attempts to contact them through calls, email, and even contact the Servpro corporate headquarter office. Still, no one has reached out to solve this problem.

  

  Business response

  06/02/2023

  SERVPRO is working with the insured to alleviate any concerns and issues that *** have occured during the electrical work in an unaffected area of the house where no electrical work was performed. We are scheduled to perform the additional work by adding another circuit to an unaffected area on Tuesday afternoon which will resolve any and all issues (in the kitchen and basement laundry room). SERVPRO has spoken with the insured and all parties are happy with this proposal and all issues will be resolved on Tuesday afternoon!

  Customer response

  06/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************************, owner of Serv Pro Evergreen Park, ********. Disrespectful, misogynistic owner of mitigation, and GC company suggested by Statefarm, after a water damage loss in my elderly, and handicapped, mother's home. After a major breakdown within their management and a huge time setback for us, ******************** demanded 50 percent payment to secure a construction start date, after 6 months of delay. When confronted with the issue he treated me like a criminal rather than a customer. He was disrespectful, and discourteous. After 6 months, a contract through Statefarm claims, and payment for mitigation readily given, ******************** treated me and the impositions his company caused my family as a joke. My handicapped and elderly mother, has been paying a mortgage and bills in a home she couldn't live in for the last 6 months...after putting good faith in ********************************************. He didn't care that it has caused more physical and emotional trauma to my mother, or our family! I don't want to see another family, or elderly person swindled by this man and his company. I am currently working with Statefarm to have him removed from the preferred contractor list. I proved myself to be a hospitable, considerate customer, after 6 long months of incomplete work. After he parted employment with my project manager, no on informed me, until I had to call the office looking for answers, they reassigned someone new, which started the bidding process over and a resubmittal of work to Statefarm, to the tune of ******** more than the first bid. This is all documented with Statefarm. They issued me a check back in August...yet no work has begun. I think ******************** didn't like the number his first PM submitted. Either way, asking me to forfeit 50 percent down, is a big ask of a customer you failed miserably, with no contract...not legal in ********. He needed to sit down, with a detailed contract,step by step with any subcontractors listed, and then gracefully ask for something down.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contracted 6/8/2022 with ServPro. Several mishaps with contractor between June and July of 2022 involving scratched floors, wrong floor material, cabinets misaligned, counter tops not glued down, leaky faucets and lost time. Floor ripped up twice. Original project coordinator quit in October of 2022 issues were corrected by a new contractor/coordinator through ServPro in November of 2022. ServPro is looking for payment in which I have no problem giving the contracted amount of $6,244.56 we agreed upon. ($5,244.56 insurance + my deducible of $1,000) We gave half $3,122.28 in June and other half will be now $3,122.28. A supplement was filed from ServPro to my insurance, they told me all along this is common practice, not to worry insurance will pick up any overages you might have to pay a few bucks over. I was never given a copy of this addendum or any figures through this process. Basically told insurance will cover the rest. The discrepancy comes from the insurance company was never given the supplement from the first project coordinator that quit from ServPro. So I believe they had no idea that there was a supplement. This has been over a month I was told via text message 12/28/22 that a lien is now going to be placed on my property because I am withholding payment. Which is not true. We have been waiting on this supplemental check from the insurance since November. ServPro will not talk to me or call me back to discuss.So now after responding to the texts i now have two bills total of $3,122.28 and another bill for $7,917.28 in which neither is itemized, just a dollar amount.My adjuster told me today via email that he sent a check to ServPro. But according to ServPro a lien has already been submitted. I cannot have a lien on my property as it will affect my credit....I have over a 800 credit score and I again will say I have no problems paying them, we have been waiting for this addendum check to come over from the insurance.Please help!!!!

  

  Business response

  01/19/2023

  We are working together with **** to resolve this. 

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Servpro was hired by ******************** to perform a water mitigation process to our basement level of our building. After a flood that occurred March 30th 2022. ServPro did the mitigation process over 4 days April 11th-14th 2022. They removed nearly ***** sq ft of floor tiles and drywall. Both the floor tiles and drywall contained asbestos. The materials were not tested before the work was performed to check for the presence of asbestos, even after the project lead was informed that from the information in our inspection (from purchase) that the presence of asbestos was probable. We assumed a test was done to verify that information was not true because they proceeded with the work, illegitimately. The workers were not wearing protective gear, the area was not closed off or placed out of use, and most importantly our families were not informed of the exposure. Servpro was paid $41,500 for this reckless job. Only were we alarmed about the possible exposure when a contractor came to perform an estimate and saw the presence of the black mastic that still remains on the floor and the remaining 9x9in tiles that we most likely needed to have an abatement before repairs can be done, but an asbestos test needed to be done first. We hired a company to do the asbestos test on the floor tiles and the results were positive. After informing State Farm, we were advised to reach back to Servpro to seek restitution for our losses. After several failed attempts to speak with management but on June 6th I finally spoke to the owners. The owner was disrespectful and proclaimed we were seeking "free stuff" and that they would not pay us for any losses and that they had no fault in our exposure even after agreeing to pay for an abatement that they offered after having their own positive results done by a company they hired. The abatement was offered to us by the owner but after contacting State Farm without our permission to access our claim and he said we'd been paid enough.

  

  Business response

  07/13/2022

  ***** reached out to the insured and have not heard anything back for them. 
  

  
  

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