Complaints

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• Initial Complaint

  Date:08/29/2024

  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.

  My basement flooded. I contacted Servpro of Gurnee. They said they could not get to me till the next day. So told them I would contact someone else. They called back in half hr and said they had a cancelation. They came over with 1 man that worked fir the *** & 3 other young men that you could tell did not work for *** The ******* told me for everything the cost would be $2,400. After all was done. They found out I had insurance & sent them an invoice for $6,097. 49. **************** Called me on this. I tried contacting *** ***** several times. With no response. My son tried for 3 days, no response. The secretary told me I am responsible for this payment. **************** Sent me ck for ****** that's my coverage. I had requested a detailed invoice from the *** Which was never sent until they found out my insurance paid me. I lost ****** in this flood and Servpro says they are going to lien my home.this is just not right, quoting one price then uping it 3 times higher. To me this is ***************** fraud. I went thru the ************** are stating they did things that were never done. I am a senior women who lives alone and they are just trying to take advantage of me.stil this *** ***** will not return a phone call. How am I to fix my basement if they are taking all of what my insurance co paid to me. Please help with this situation. Don't know where else to turn. Sincerely, **** ***** . Also have day to day pictures of what was & wasn't done.

  Business Response

  Date: 09/24/2024

  Dear ****,
  Thank you for reaching out and sharing your concerns. When we began the job, it was our understanding that it would be billed directly to your insurance. If it had been a self-pay situation, we would have required a deposit upfront.
  Prior to starting the job, we received your insurance information and had forms signed indicating that you would like our company to bill them directly. We submitted all necessary paperwork and documentation to your insurance company to ensure that everything was handled appropriately.  Please note that your insurance company sets the pricing for the work we completed.
  If there are discrepancies or if you have further questions about how your insurance processed your claim, we would be happy to work with you and your insurance company to get your questions answered and this matter resolved.
  
  Thank you for your understanding, and we look forward to resolving this matter promptly.
  Best regards,

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22213961
  
  I am rejecting this response because: At the time Servpro arriving & starting work I had not at that time even called my insurance company.  I called them while work was in progress.  The ******* only asked if they had permission to enter & if there were any valuables.  Then before I gave them permission I asked what everything would cost, that's when the ****** told in $2,400. For everything.  That's when I let them enter my home.  

  
  
  Sincerely,
  
  **** *****

   

   

  Customer Answer

  Date: 10/18/2024

  Complaint: 22213961
  
  I am rejecting this response because: I don't know where they got that signature from on a contract. I only signed for them to enter my home & that there were no valuables down there. My home was estimated from my insurance at ******. My insurance only covers ******. When I was quoted ***** I agreed. Then it changed to ***** without any information to me. I would never have let them enter my home knowing that amount. Even the work that was performed was not even at half that amount. Here are some pictures. They only cut up 2 inches of drywall on 4 walls. Took off baseboard. Left all paneling up. Yes the water was extracted & flooring pulled up. This was only worth what they quoted me.  
  
  Sincerely,
  
  **** Valle   

  Business Response

  Date: 10/30/2024

  Mr.  *****-
  
  We have a signed Authorization of Services and Direction of Payment form, Customer Information form, and Customer Equipment Responsibility form, all signed on-site at your  home on 7/15/2024. These documents confirm that you authorized  services to be performed and bill your insurance directly. They also state that if you are paid directly by your insurance, You agree to pay SERVPRO immediately upon receipt.
  Additionally, we have a Certificate of Satisfaction, which was  signed on 7/17/2024, indicating that the services were completed to your  satisfaction. We would be happy to provide copies of these forms for your reference.
  We provided a detailed line-by-line estimate based on insurance-set prices to your insurance carrier with supporting photos.
  Once again, we would be happy to have a conference call with you and your  insurance provider to answer any questions you may have. We have been informed by your insurance that you have been paid directly for services we provided .At this time, you are not compliant with the terms of your signed agreement, and your balance is extremely overdue. Please remit payment promptly.
  

  Best Regards,

    **** *******

   General Manager

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22213961
  
  I am rejecting this response because:I never signed anything regarding payment.  I signed for them to enter the house & that there were no valuables down there. I had told my insurance adjuster that they had quoted me 2,400  not 6000. and she said that I was getting the check and should distribute it my vendors as a saw fit. Why would I give them more than half of what I received? Nobody in their right mind would have signed that. If they are saying I signed that, then they are telling people sign for something else. That is so not right!
  
  Sincerely,
  
  **** *****