Complaints

This profile includes complaints for Serv Pro of Jefferson Franklin & Perry Counties's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Serv Pro of Jefferson Franklin & Perry Counties

  1610 Adams St Marion, IL 62959-5024

• 

  Serv Pro of Jefferson Franklin & Perry Counties

  17800 N Old Salem Ln Mount Vernon, IL 62864-8404

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:08/25/2025

  Type:Product 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 parents, **** and **** *******, of **** ** ******* *** *********** **, were victims of a
  garage/house fire at the end of April, 2024. Their insurance company, ******* ******, had Servpro of
  Marion, lL respond to clean and repair the damage. Servpro brought ** **** ************, Benton, lL, in
  for the reconstruction. Servpro rep *** ***** told us that the work done by **** would be guaranteed.
  On July 7, 2025, the overhead garage door installed by **** fell on my mom's car when she parked and
  tried lowering it. Servpro was notified and *** *****, along with the installers from **** Construction
  responded to survey the damage. They came to the conclusion that the door fell due to a stop bolt being
  removed by someone adiusting the door after the original installation and they were not liable. They
  did, however, offer to fix the damaged door and hardware for $3,627.
  After I was told of their decision, knowing full well that no one had worked on the doors since the
  original installation, I located a Hormann door dealer. I spoke and sent pictures to **** *****, owner
  of ****** ****** *****, in Cunningham, Ky. After looking at the pictures, ***** told me that the doors
  weren't installed correctly. He pointed out that the top track wasn't in the proper position and the
  torsion spring was installed backwards. lt was decided that I would find a local contractor and would call
  back so the two of them could order what parts were necessary to repair the door.
  **** *******, owner of ****** ******** ************, Harrisburg, lL, was retained to do the job.
  ******* is known for his honesty and high quality work. Between he and **** ***** all the parts were
  ordered.
  After the work was completed, ******* told me that in addition to replacing the broken/damaged parts
  on the door, he also corrected mistakes made on the other overhead door before it too could
  malfunction. His work included, but not limited to, changing the torsion springs to the left (correct) side
  of the door. lnstalling lift assist cables to the springs, that weren't installed by **** at all. The mounting
  brackets for the left channel on the damaged door had to be moved to the make the distance between
  channels correct. ******* stated that correcting the shoddy installation was more labor intensive than it
  would have been to properly install a new door. Both ******* and ***** expressed concern for the
  door openers. Seven foot openers had been installed on both eight foot doors. The openers do not allow
  the doors to open to their height capacity. ln addition to the openers having been used without the
  benefit of the lift cables from the beginning, there is added concern that opener on the door that fell
  could have received damage to the nylon gears. Door opener failure could be expected in the future,
  due to the botched original installation.
  The cost my parents incurred for parts and labor to make the repair and corrections was $1,345. This is
  $2,282 less than the $3,627 price quoted by Servpro and **** to repair their mistakes. This alone seems
  almost criminal with the age (85 & 89) and mental state of my parents.
  What I am asking for is that Servpro step up and honor their guarantee and reimburse my parents the
  cost of $1,345. Time to do the right thing. lf you need to contact me you can call *** ********. I don't
  carry my phone on me all the time, so if you can't get a hold of me, you can leave a text message and l will
  be in touch.

  Business Response

  Date: 09/09/2025

  In reviewing this complaint, it appears that this customer is not one of ours.  We did not provide any services to this customer or address on the complaint.  Each SERVPRO franchise is individually owned, and this complaint was directed to the wrong franchise.  This needs directed to SERVPRO of Jefferson, Franklin, & Perry Counties in Illinois.  Their phone # is ************.  Please let us know that this has been removed from our company profile.  

  Business Response

  Date: 10/01/2025

  We are aware of the situation and it has been addressed and resolved. We delivered a check for the amount requested $1,345.00 to Mr & Mrs ****** on 8/26/2025. Please let me know if you need any additional information or documentation for your files.  Thank you.