ComplaintsforServiceMaster by Crossroads Restoration Services

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called service master for their basement cleanup and restoration services on 1/17/22 for my rental property. They came out right away and cleaned up the water damage and started drying out the basement. That was fine. The invoice for this was $1,658.27. Fast forward I was told by multiple people if I put down half of the basement restoration payment I will be put on the schedule 4-6 weeks out for them to come out and start the basement repairs so on February 1st I put down half the payment to be put on the schedule for basement restoration. Total amount 6,379.93.On Feb. 25th we got the final approval from my insurance company to start repairs. I responded with approved let's start. ****** said it was still 2-3 weeks out and his project manager will reach out to me once he is ready to start coordinating. March 2nd I reach back out asking any update on when they will be out. ******'s response was I had to sign the service agreement and once I did that then it's now another 2-3 weeks out.. It's past the original timeline they gave me so I canceled on March 2nd.I spoke to ******** and she said she will cut a check for $4,721.66 the difference between the down payment I put down and the first water clean up invoice. She told me the check would be mailed out Friday and I should receive it early next week Monday or Tuesday. Thursday March 10th I reach out again to let them know I didn't receive it. March 18th I still haven't received my refund check. I asked if I can just come to the office and pick up my check. He says that wouldn't be a problem but I'll have to wait until the 28th. I found a contractor to start on the basement. Still water damage on floor. They bring in fans and I'm being charged extra. They need the other half the payment which Service master is withholding. Their cancelation policy says I will receive my refund in 10 business days and we are way past that. I need my deposit money and a refund to make this right. Tenants are upset.

  Business response

  05/09/2022

   

  This matter has since been resolved.

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