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:12/01/2023

  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.

  In July2023 I had a sewer pipe in my basement break causing a lot of damage in the basement.
  Service Master was contracted by my insurance company. They arrived and were removing many things from the basement d/t sewage soaked damage. I spoke with Javon (team leader) x 2 about not removing a large table. He stated it should be removed d/t legs soaked with dirty water. I explained to him that the legs were made to be interchangeable and that I would have the legs replaced. On a day when Javon was not present the other workers cut the table in pieces and removed it. I complained to Julie and was told to get an estimate for replacement. I provide this to Julie the first week of September . Her supervisor Hubert G***** also came to inspect the basement. We discussed my table. No commitment was made by them. This was also reported to my insurance company. My carpenter has replaced the table. At a cost of $328.00. I tried several times to find Julie and after sever tries I was told she had been transferred to Buffalo . I tracked her down and she told me to contact Mr. G****** I did he attempted to tell me that he offered to obtain supplies for the replacement. Unless I have become senile he did not do that. He stated he had never seen the estiment so I texted him a copy. He said he would get back to me, but after over a week I called him today. He basically told me to get lost that his company had not authorized this and would not pay. He suggested I call the insurance company. (I did and let them know exactly the kind of company they contracted with.) So I am awaiting feed back. But I feel Service Master should be responsible for what their employees destroyed. I would like them to pay for the replacement.
  They also took a slug hammer to a pipe in the basement and broke it. They did have that repaired.

  Business Response

  Date: 12/22/2023

  Good afternoon,

  ***** **** ***** hired us directly. Our scope of work was to clean the basement due to a sewage backup. Due to the highly contaminated nature of the water any contents that it touch with were disposed of. ***** **** ***** agreed with this. Prior to us disposing of the contents ***** **** ***** signed a contents disposal form. ***** **** ***** Authorized the disposal of the contents. I attached a copy of the signed contents disposal form. I also attached a photo of where this table was. The table is under all those contents and ***** **** ***** authorized us to dispose of everything that was impacted by the sewage. Furthermore, this was all covered by an insurance claim. The insurance company reimbursed her for all of the contents that were damaged by the sewage. More documentation is available If anything further is needed regarding this.

  Regards