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:12/06/2024

  Type:Customer Service 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.

  Two different people contacted ServPro of Alexander, in *************, **, about my bill without my knowledge. One person did not acknowledge who they were, and were given details about my bill and my personal account. I found out, after the fact, this was my father. The other person, my daughter, called, also without my knowledge, and was not only given details about my account, she was called back, given the exact amount due, and received a text back stating the current situation. I am unsure of the exact date of the first phone call (my father), however the second phone call, with my daughter was Monday, December 2, 2024. Also they are trying to charge me an additional $9009 for "subcontracted" work. However the contract is very vague, but it does state any "labor, materials, or other work beyond that identified in this Contract shall require a written amendment to this Contract and will result in additional charges." This was NEVER done. Nothing written, signed or acknowledged. They have kept my belongings, including my ONLY winter clothes, my daughter's ONLY winter clothes (her husband is being stationed in ******** and they will need her warm clothes) my mother's ashes and my father's life insurance paperwork from the military.

  

  Business Response

  Date: 12/26/2024

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and are committed to addressing them appropriately. In this case, the matter has been escalated, and we are unable to address specific details on this public platform. However, we are hoping that the resolution process will bring clarity and closure. We value our customers and our A+ rating with the ************************ we will remain committed to providing high-quality service.

  Customer Answer

  Date: 12/26/2024

   I am rejecting this response because: the company did not provide an explanation or a solution to the matter. 
  
  
  

  Customer Answer

  Date: 01/30/2025

  He did. He stated he would not start lien process on my home if I disputed the charges within 10 days in writing. I responded to the email IMMEDIATELY, disputing charges and asked for detailed billing. A couple days later he filed for a lien through the courts, I never got detailed billing or anything about my dispute of charges. He flat out lied to me. 

• Initial Complaint

  Date:02/14/2024

  Type:Billing 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 02/07/24 at approximately 3:00pm, I noticed 2 puddles of water in my living room and bedroom. I immediately called my apartment complex and let them know about the situation. As it turned out, the water line connecting to the outside spigot had burst. The complex called out Servpro. They set up 6 fans and 2 dehumidifiers for the relatively small water puddles. They stated they would be back out in 5 days. I find this to be a bit insane as to how little water there was. Per company policy online, the workers are supposed to check equipment daily to see when they are supposed to be picked up. The workers never came back out to monitor levels until the 5th day (02/12). I have attempted to speak to management regarding this situation twice and went up to their main office. I was told that the supervisor I need to speak to is "in the field" and that they would contact me. No one has yet to contact me. I'm assuming the 5 days without monitoring was because it was billed to the complex, "*************************". As it turns out, the apartment is stating that I am financially responsible for these charges. The invoice is $1905.58.

  Customer Answer

  Date: 02/24/2024

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 04/10/2024

  On 2/7/24, ************************* Apartments contacted us to respond to water mitigation services needed in one of their units. ************************* was our customer for this loss: they contracted our services, completed a fully satisfied Certificate of Satisfaction, and paid our bill in-full. *************************** is not a current customer of ours. On multiple occasions, **************** has made attempts to solicit information from our office regarding the ************************* account. However, our customer, *************************, advised that we not share with him any information regarding their account, and **************** has been made aware that we are unable to discuss an account with him thats not his account. **************** did not and does not have a loss with our company, and we are unable to discuss another customers account with him.