ComplaintsforSERVPRO of Birmingham

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 24, 2023, a team from Wilson Mitigation/ ServePro of Birmingham came to my house to deal with damage caused by frozen and burst pipes on Christmas Eve. They left wet insulation in the ceiling and did not remove all of the wet drywall. 1/25/23 I called and spoke to a customer service rep. to see if they considered the job to be complete because there was visible mold growing on two walls, wet sheetrock and insulation had been left. I was assured that someone would get back to me about these issues. ORiginal estimator stated that all mold would be removed, tested, and treated. On 1/27/23 I received a call from mold removal team who stated that all visible mold had been removed and there was no insulation left- even though she had not been to the site. On 2/2/2023 I texted the customer service rep requesting the invoice and restated my original concerns as they had not been addressed. On 3/31/ 2023 I received an invoice that included charges for spraying antimicrobial $176.83, moving contents $100 theses items were not completed by Servepro. My husband and myself moved the contents out the weekend before and nothing was sprayed in the garage. I called and spoke to the billing rep who would have "someone get back to me". On 4/3.2023 I was told by this billing rep that I was just wrong- and that insurance would pay so not to worry about it. I stated that I would pay what I owed but not until someone explained the bill to me. On April 10, 2023 I received a letter that I had been turned over to an attorney for collections. I had been trying for almost 4 months to get answers out of someone. On 4/19 Servepro offered to take $30 off the original bill. I want the items removed that I was overcharged for and compensation because I will have to hire someone else to finish what they did not do originally complete. In my opinion Servepro broke their contract with me when they did not complete the original work and then were not honest about it.

  

  Business response

  04/20/2023

  We would like to express our sincerest appreciation for bringing your concerns to our attention. We understand that restoring your home after water damage can be stressful, and we deeply apologize for any inconvenience you have experienced during this time.
  
  We take all feedback seriously and have investigated your situation thoroughly. We understand that the job produced on January 24, 2023, included content manipulation, spraying heavily with an antimicrobial, and setting four air movers. We regret any misunderstanding regarding the number of air movers set, and we apologize for any inconvenience this may have caused.
  
  Regarding the charges for spraying antimicrobial and moving contents, our A/R department has already spoken with your adjuster from Allstate, and they have paid the full amount of our estimate. However, we understand that there may have been a miscommunication about the work that was done, and we are sorry for any confusion this may have caused. We are willing to work with you to provide a detailed explanation of the charges and make any necessary adjustments.
  
  We would like to assure you that we take all mold concerns seriously and strive to provide our customers with the highest quality of service. We apologize for any miscommunication regarding the removal of mold and insulation. We understand that this may have caused frustration, and we are willing to work with you to ensure that the job is completed to your satisfaction.
  
  Once again, we apologize for any inconvenience you have experienced. We would be happy to send out one of our Project Managers to review damages and reassess. 

  Customer response

  04/24/2023

   
  Complaint: 19956559
  
  I am rejecting this response because: their response centers on the fact that I received money from my insurance company for the damage to my home.  I did in fact receive a payment but my insurance allowed much less for mitigation than charged by Servepro.  My complaint is because I was charged for things that were not done, the job left my garage filled with mold and wet insulation and I have been trying for months to speak with "someone" about this.  When someone finally did get in touch with me, even they did not know who to talk to about my issues within the company. They offered to come to my house and "respray" the mold which to me is an admission that they did not complete this in the first place. They did not handle this situation well at all and customer service was laughable.

  I have paid the invoice because I am simply tired of dealing with them.  I am sure if I wait any longer to attempt to get answers they will turn me over to an attorney as they did five days after receiving my original invoice while I was waiting on a return phone call.  Five days and they sent my account to collections.  I am having to have 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My residence in **********, **, experienced a sewer backup during a severe rain event on July 26, 2022. My insurance co., State Farm Ins., advised that ServPro was on their list of recommended venders for water mitigation. I called ServPro at phone # given by State Farm and arranged an inspection. On the date of the inspection, 7/29/22, the ServPro **** ********** as ServPro of Augusta, LLC, ********** the work they could perform, spoke to the State Farm rep handling my case, and was told by them all was okay. I agreed for them to begin the work the same day. No estimate of cost was provided to me prior to the start of the work, in any form. I was told to initial and sign several forms on an ipad used by the ServPro **** and they started. ServPro extracted water from my carpet, removed the carpet and pad, and cleaned/sanitized the floors and walls, however, not the entire basement area, which was not our agreement. Then they set up dryers and dehumidifiers for 3 days to dry out the basement, then removed them and left. On Aug. 20, I received an invoice from Wilson Storm Team, LLC, ******, **, for $10,658.56. I repeat that no cost estimate had been provided to me prior to their work. And this was a new player, it seemed to me. My State Farm adjuster inspected my bsement for damages and provided a cost estimate which was basis of their settlement check. His estimate for same scope of work that ServPro performed was $5,865.18. I contacted ServPro on the absence of a cost estimate and advised them of the adjuster's estimate for same scope of work. I offered to pay ServPro 20% more than the adjuster's estimate and asked them to reconsider their invoice. Approximately 60 days later, 10/20/22, ServPro responded that I owed them the original invoice amount, with no comment on any merits of my letter and proposal. ServPro voided our contract before any work was done by failing to provide a cost estimate for my approval before work started. Mechanics lien followed.

  

  Business response

  11/11/2022

  I do apologize for the customer service youve experienced with one of our SERVPRO franchises. Unfortunately, this complaint is not a direct reflection of the team in Birmingham as that team has no correlation to your project. Storm Team Wilson is based out of Birmingham, AL, and simply coordinates the projects going on in storm-affected areas. Your project was actually handled by SERVPRO of Augusta South. Our team is currently working to look through your project and get some information to help assist you with the issues youve experienced. If you can, reach out to our Director of ****************** *****************, at ******************************** so we can touch base with you more on this. We would like to help do what we can to get this complaint moved from our BBB page to the correction franchise as this has nothing to do with our team. We look forward to working with you.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived at an Apartment Complex in Hoover in Oct of 2021. There was a huge storm causing the apartment to flood. Servpro was contracted by the complex to come in a repair damage as a result of the flood. During that time, I was not living in the apartment because it was deemed uninhabitable. I came back one evening to collect clothes and necessary items to take with me where I was currently staying and found the following: broken furniture, items that were previously wet and flood damaged placed on top of items without damage- causing mold growth, blinds missing from my window, windows left open, bathroom toilet disgusting, my refrigerator unplugged ruining nearly $*** in groceries, all of my lights were left on which is causing a surge in the power bill and things just all around moved around in order for the contractors to complete the floors. I was instructed by a servpro affiliate to itemize what was damaged, file a police report for what was stolen, and schedule a walk through with servpro to document damages. ALL of these were completed withing a week time frame. During the walk through, the employee even found MORE damages that needed to be itemized. it is now 7 months later and there has still been no resolve. Communication with representatives is spotty at best. No one is answering specific questions. My request to speak with a supervisor has gone ignored. Despite there be a damning paper trail and admission of responsibility from the employee who conducted the walk through, I am being lowballed for a reimbursement, AFTER being told I would be receiving at MINIMUM a completely different amount, which is also documented in email. I have been patient, I have done everything asked of me, I have proper documentation, and I have been kind despite being given the run around and I just want a fair, timely, amicable resolution and these people are doing everything in their power to not give me that and I am EXHAUSTED.

  

  Business response

  05/17/2022

  We spoke to the client and the issues have been addressed.

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