ComplaintsforServPro of Warren County

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Three months ago we discovered a water leak under our house. Serv Pro was contacted and came to mitigate the water. They showed up and their equipment did not work and they had to change out equipment twice. Within two days of begining extracted a representative came to our door frantically informing me we needed to contact an HVAC specialist saying the crawlspace was under water and pouring into our unit. This was untrue and cause of a great deal of stress and concern. Within a few days of having equipment in and out of our crawlspace I began to have problems communicating with the rep and no one would answer texts and I had no idea how to contact anyone . Same problems had by our insurance company. I was unsure what timeline was or what was being done. I have copies of all attempts of correspondence. After reaching someone finally, I was informed the rep had changed and a new rep on my claim. She showed up once then no contact. After I have no idea how long they were down there, work has still not been completed yet they have now billed us with an added $300 late fee. They ripped out the moisture barrier but left and we were not informed when or that work wasn't complete. Less than a mo ago I got in touch finally and they said they had only done the water clean up and that the other wasn't done yet. Our insurance co stayed they tried to collect direct from them but we are the payers. They have been impossible to get information from yet now want payment and two mo late fee. They have not sent us a bill until today which is more than $1300 more than our insurance has paid us. This is absolutely unacceptable especially a co who claimed to support military families. They We will pay for work completed but do not owe them any more. Infact they tore up the door to our crawlspace and left garbage strewn that we had to clean. This company is trying to swindle us and has been anything but transparent or easy to contact or work with.

  

  Business response

  12/14/2023

  We performed mitigation duties and acknowledge there was an issue with ONE dehumidifier that had an error code and was replaced the next day.  We notified the customer (not frantically) that there could be water in their duct work and they needed to contact an HVAC company to inspect.  I do know there were issues in getting in touch with their **** adjuster for them and for us.  Once mitigation was complete, on September 8, 2023 an invoice was mailed via **** mail to this residence - we did not receive it back as returned mail so assumed it made it to the customer.  On October 19th, 2023 the **** adjuster informed us that a check for our services was issued to the customer and we needed to collect from them directly.  We then mailed another invoice to the customer.  After no response, we left a voice message on November 20, 2023 and mailed a past due letter adding late fees since the customer had held the money for over 30 days.  As the invoice she provided shows, we disclose they have 30 days from the invoice date to pay or there is a 1.5% late fee imposed each 30 day period of no payment.  **** ****** then called our office and after explaining that she owed a $1,000 deductible that insurance doesn't pay and we would waive the late fees, she paid our office the full amount due (less late fees) on November 27, 2023.  I feel like we made things right with her by taking off the late fees and in our discussion I explained to her that mitigation and repairs are two separate functions of the claim.  We completed all mitigation work.  The repairs (such as putting back vapor barrier) are handled by a contractor of her choice.  I really feel the lack of ****'s guidance has made it difficult for her to understand the process but I do feel that we work with and for our customers.  Let me know if there are any questions but I feel this has been resolved for both parties.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a tornado come through. State Farm pushed serv pro they came in the first time tore out carpet and flooring. Left all the staples and flooring around the baseboards. Broke several items in house was never told about them. I had to remove appliance to finish ripping up flooring were I found more water damage they never found.

  

  Business response

  09/26/2022

  We have been awaiting payment on this job since February.  As you can see by the complainant's own photos, we performed the work we charged for.  We verified that the homeowner's insurance company, State Farm, has paid him the amount we billed.  We even offered him financing when he admitted he spent the money.  He is now committing insurance fraud by keeping that payment and has been reported and sent to collections.
  
  --
  ***** ****** Owner
  SERVPRO of Warren County
  ************
  SERVPRO of Christian, Todd, Logan and Simpson Counties
  ************

  Customer response

  09/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
  
  Regards,
  
  ****** *****

*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. ↩