Complaints

This profile includes complaints for Serv Pro of Helena and Great Falls's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Serv Pro of Helena and Great Falls

  479 Lincoln Rd W Helena, MT 59602-8789

  
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  Serv Pro of Helena and Great Falls

  216 8th Ave S Great Falls, MT 59405

  

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:04/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Servpro of Helena, MT was hired for remediation to our property after a fire. We were told that demo should take 2-3 weeks **** In Jan there was a deep freeze and Servpro had called to tell us they had shut off our water. My husband took the phone call and was told so. He told servpro that we had animals on the land and said we would see about how to water them. Since January we have been transporting five gallon jugs out to our property to water the animals as to not turn our water on. We did not find out until weeks later that in fact our plumbing had NOT been properly winterized and that a plumber to do so had been cancelled by servpro. We were never told about this nor authorized this, being under the impression that it was properly taken care of initially. We were not made aware of any of this until we called to ask about why our plumbing was damaged having appeared to have froze and burst during the cold snap. During the initial phone we asked for an email detailing all that had been done to our plumbing which was never sent until weeks later when we discovered damages, and lack of progress. Had servpro stayed in contact and told us of the situation we would have taken measures to insure the plumbing stayed heated and the driveway could have been plowed much sooner so progress would not have stopped- with no need to go through our insurance which they had tried to do without making us aware. We found more damage to plumbing aside from the initial burst pipes as progress continued. It seems as though they had split and cracked pipes trying to remove our bathroom vanity and threw away the materials. Much of the burst plumbing remains, there are significant portions of plumbing completely missing. We have photos documenting the damage. We have tried to work with the company but have not made progress, and insurance will not fix this either. We seek $500 to cover material cost to repair.

  

  Business Response

  Date: 04/16/2024

  I have reviewed the job notes and photos for this job, and here is a summary of the sequence of events based on that information:
  Our Production Manager spoke to *************** on 1/5/24, and we scheduled to begin work on 1/9/24. The pellet stove in the house was functional, but we were concerned that it would not provide enough heat to keep the house above freezing during demo. On 1/9, we called a plumber to winterize the Haleys property, but they said that they would not be able to complete the work until 1/15. There was some very cold weather in the forecast prior to the 15th, so on 1/10 our PM shut off the water to the house, drained the lines as much as possible, and left the valves open to try to prevent any damage from a freeze. Our PM then called ************** on 1/10 to let him know that he had turned the water off and done everything we could to prevent pipe damage from frozen pipes until we could get a plumber out to fully winterize the system, but ************** told him that they have animals that they need to water,so that would not work for them. Immediately following that conversation with **************, we called the plumber to cancel the winterization. We are sympathetic to the fact that there probably was damage to pipes due to freezing, but we believe that we did everything that we could under the circumstances to prevent that from happening, so we do not believe that we are responsible for the outcome.
  
  During photo review of the job, we did find a picture that appears to show that we may have broken a water supply pipe to the bathroom sink during demolition. Management was not aware of this issue until we read the complaint posted with the BBB, and we would like to apologize for that mistake on our part. We agree to pay the Hayleys the $500 that they have requested to compensate them for the broken water supply pipe to the bathroom sink.
  
  We are also sorry that we were not able to complete the entire job sooner, but the winter storm that came through around 1/12, also dumped so much snow that we were unable to access the Haleys property for a few weeks. Unfortunately, the significant amount of snow preventing access to the Haleys home combined with a surge of flooded homes and businesses did prolong the mitigation process more than we would have liked. We pride ourselves on providing best in industry customer service, and we regret that the Haleys did not have that experience with us.  

  Customer Answer

  Date: 04/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** And *************************