Complaints

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:01/30/2024

  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.

  On September 3, 23 our 1st floor and basement was flooded due to a faulty part on our clothes washer. I contacted our ins co and contacted Servpro they came out and mitigated the water and took out the vinyl plank flooring in our basement. Their reconstruction team came to bid out the repair of our oak floor on our first floor. The bid had the amount to have part of the oak floor replaced, the rest sanded, stained and poly coated. They moved our furniture to our garage and we moved to a VRBO while the work was done. We came by and were shocked to see our furniture was piled up in the garage without pads or furniture blankets in between the pieces. After they were done they moved the furniture back in. All of the pieces of furniture 3 dressers and 2 beds were damaged with deep gouges and the floors have scratches on them. Their Rep Jake said that he would take care of everything to get them repaired, but then it was like he fell off the face of the earth. Then a woman named ******* said she took over and had a company come and took the pieces to have them refinished. When they were done and ready to be brought back, she told me what the balance was which I told her it didn't seem right, that we should be compensated since there was damage done and we had to finish the project ourselves plus it's been 5 months. The floors weren't being fixed, we had to finish the washer and dryer area and the garage floor was all scratched up. She said that they could only go by what was in the contract and maybe they would just cancel delivering our furniture until we paid and that they couldn't honor anything **** ****** may have said, but he was their rep and regardless of a contract they still should at least compensate us some how after all this. Now we are left with damaged floors that he was going to have them come out and repair and have someone come out and re-epoxy our garage floor. I asked for some kind of discount on the balance and they said that they wouldn't do that.

  Business Response

  Date: 02/22/2024

  Hello, we just received the notification of this complaint via mail.  I will be responding to the complaint tomorrow.  Should I include pictures that negate the claims or show that the issues were remedied? Also, is the response visible to the public, so that I know for redaction purposes?

  my direct email is ******************

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  Business Response

  Date: 02/23/2024

  We have repaired all damaged furniture, and are willing to either make repairs or negotiate a refund for the flooring damages. We have included pictures of the repaired furniture and the finished laundry area. 

  Customer Answer

  Date: 03/14/2024

  The company Servepro indicated in their response they were willing to make a reasonable refund but I haven't heard from them.  I will try to contact them at the number provided to see what they consider is reasonable and I will let you know.