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Business Profile

Adjuster

ServPro of Saginaw

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/11/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    was hired to do some repairs after water damage. took over 6 months and job still not completed! they broke tile in the hallway, was not able to "find" the same tile to replace. now I had to find someone else to try to fix it, but the tiles do not match!! horrible communication during the whole job! I had to constantly reach out to the project manager for any updates. had to change plans on the holidays because job was not completed and had crown molding laying on the floors. Carpet is also fraying where the tile was missing for months, while we were waiting on them to "fix" it, yet they never came back.

    Customer Answer

    Date: 05/03/2024

    [A default letter is provided here which indicates your rejection of the business's response. 

    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 why I am rejecting this response appear below:

    [You must provide details of why you are not satisfied with this resolution. Please type details here:] the water lose occurred in sept, yet in november we still had crown molding sitting on the floor and we had to change holiday plans. it was still not complete in december around the holidays and once again had to change holiday plans. I did not start getting update emails until after the tile was broke and it took months to try to get an answer. oct-dec I had to text the job manager to try to get some weekly updates because I was not hearing from the company. I work full time so I can afford insurance to pay for claims like yours and dont have time to babysit the contractors and hired company for updates. 

    Yes my insurance is trying to correct the answer because your company damaged my floor and then walked away from the job. as for the fraying of the carpet, that also occurred because the tile was missing for months that your contractor damaged and never replaced.

    its really just discouraging that your company claims to put it back the way it was prior to damage and that is not the case. 

    Regards,

    ***************************

    Business Response

    Date: 05/06/2024

    SERVPRO has attempted to resolve the concerns with the consumer but has been unable to reach resolution. Since the insurance company was able to take over discussions regarding tile replacement, SERVPRO needs only the original invoice balance for services performed as paid by insurance. Please remit payment as soon as possible. 

    Customer Answer

    Date: 05/07/2024

    [A default letter is provided here which indicates your rejection of the business's response. 

    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 why I am rejecting this response appear below:

    they reach out to the insurance for the check. since it took so long for them to finish the job, that they never fully finished, the check was held for 6 months and now expired so it was sent back to the insurance. I also received a call at work from someone being threatened from ServPro for my negative review!! Very unprofessional! 

    Regards,

    ***************************

    Business Response

    Date: 05/07/2024

    Good morning. No one at SERVPRO has contacted anyone regarding your ****** Review, nor do we ever contact consumers directly regarding reviews. SERVPRO's only response to your review, via ******, was as follows: "Hi ******** We're sorry to hear that you aren't happy with the situation with our team. We've shared your review with our general manager and project manager, and they are aware of the issues concerning your loss. Please feel free to reach out to our staff at ************ or email us at ******************* if you have any other concerns with the current situation."

    If you received communication from someone that contradicts this, please provide more information so we may investigate the matter as this should not be occurring. 


    Thank you

  • Initial Complaint

    Date:09/23/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    on Aug. 14 2022 I had my basement inundated with sewer water. filed insurance claim. Servpro restoration, recommended by ******************** ************************************* Servpro of Saginaw Mi. Immediately came and did the mitigation. Now with the basement completely needing reconstruction there is no response to work on the basement. Contacting ***********************, (Construction Project Manager) for ServePro) is not available. Made 6 Phone calls. Not in the office or on vacation. The one time (over two weeks ago) I talked with him he said he would have an estimate ready in a few days. Never Came. There is a filing deadline with the Saginaw Township *********** of 45 days for their liability because the mainline sewer was plugged. it is now 39 days.

    Business Response

    Date: 10/04/2022

    Mr. *********** reached out to our office after hours this past weekend requesting the information he has requested within this BBB correspondence. We advised him that we sent it to him on 9/23. Upon checking his email, he did find that it was in his inbox. This issue is resolved as it was just a case of a misplaced email. We do have an open line of communication available to ************************** and ***********************, our Construction Operations Manager, is available at ************ should he have any questions or concerns regarding the estimate. 

ServPro of Saginaw is NOT a BBB Accredited Business.

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