ComplaintsforSERVPRO Of Worcester

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted Servpro when we suffered a flood at our hospital on 8/27/2021. They came in and mitigated the damage and worked with us to use them and their subcontractor Pinecrest for the restoration of our building. This was a big job that had to be split into 3 phases. The first phase was a total renovation of our lower level including replacing the duraflex epoxy floor. When this was done they missed a spot and the company came back to fix it. At that time they did not put any signs up saying do not walk and someone walked on it and the finish is all messed up in multiple areas. In addition to this there is some bubbling in the floor that should not be there and can be caused by not prepping the area well enough and moisture coming up. They finished phase 1 and phase 2 and although ensuring us they will fix the floor, they have not done it yet. After demo of phase 3, they terminated their contract with us leaving us demo'd with no contractor to put us back together. In trying to get everything settled with them we have asked that they fix the floor which on many occasions they have agreed they will do. They are now offering $600 to repair the floor, but when I got an estimate it was for $7700. They are refusing to pay anything additional and are stating this is not their issue it's ours. I have offered to have them send someone in to give an estimate to fix it, to have them just fix it, and other options to which they will not agree. We had to get a new contractor to finish the job, which means more time being under construction, more time waiting for supplies, more business lost. They also told us they warranty their work, but if they are refusing to fix this issue then what kind of warranty is this?

  Business response

  10/18/2023

  Servpro of Worcester was hired well over two years ago to assist this customer with a flood they sustained affecting essentially 85% of their entire structure. Due to the magnitude of this loss and areas impacted Servpro originally requested that the entire building and operation be shut down in order to properly mitigate and reconstruct their structure. 
  
  Unfortunately that was not an option and originally was planned to be split up into two phases including the basement and the 1st floor. Against our better judgement we decided to take that route. Phase 2 should have been the entire impacted area of the 1st Floor but at our in person meeting to kick off the next phase it was brought to our attention that the customer would not release the entire area but rather wanted it split to yet another phase to keep them operational.  Once again, against our better judgement, we decided to take that route. When our original recommendation was to work in all the impacted areas.

  Doing mitigation and reconstruction in that manner caused a lot of frustration and an unhealthy work environment, with employees, sub contractors, and our vendors. Including, forcing our employees to work after hours because of noise levels during operating hours, and stopping sub contractors during the day for extended amounts of time while they operate their business. We received very rude and brash text messages from the customer throughout the process. 
  
  It got to the point where we respectfully decided to part ways with the project as none of our employees or subcontractors wanted to work in the toxic atmosphere, especially when we bent over backwards to keep them as operational as possible and accommodate almost all of their business needs.
  
  In regards to our workmanship warranty, which we have no reason to not honor, we have made multiple attempts to come to a reasonable and fair resolution. 
  Unfortunately at this point not one of our subs want to step foot on site. 
  
  The estimate that the customer submitted to us is not fair and reasonable. The $600 dollar credit was our first attempt at a resolution. What the customer has seemed to not disclose is that we have made multiple offers, our last offer being $4500.00. This amount is more than fair for the repair. They declined. 
  
  We are and have been looking to just close this project, have a balance of work performed paid and respectfully move on. We are very proud of the work we performed in the structure and it's unfortunate it ended like this. Our last offer still stands and if the customer approves we'll move forward.

  Customer response

  10/18/2023

   
  Complaint:*********
  
  I am rejecting this response because:
  

  Thank you for sending along the message from Servpro.  Although I do not agree with everything that they said, they are entitled to their opinion.  In regards to their final offer of $4500 we never were offered that amount.  The last email I got said they will go up to $2500 plus give us wallpaper and that was their final offer - which we do not want. 

  Email from Servpro:

  "The estimate states to install, this is a repair more of a touch up of a couple of foot prints, 7k sounds more like a new floor.
  Needless to say we do not approve this estimate,  we are not going to even entertain going in that direction.
  As for the 600$ dollar credit we originally offered, we also presented a 1800$ credit along with handing over the wallpaper we purchased for phase 3.
  I believe an 1800$ credit and releasing the wallpaper over is more than fair.
  Above that we are not going to offer much more. If anything I will go up to a 2500$ credit and you can have the wallpaper.
  This is my last offer. "
  
  Servpro was not able to get the flooring company to come back out and look at the issues with the floor so we had to get another company to come in. 

  If they are willing to give us $4500 towards fixing the floor we will accept that offer.  We do not want the wallpaper.  

  If there is something else that I need to do to facilitate this happening, please let me know.  

  Best, 

  *********

  
  Sincerely,
  
  *********************************

  Business response

  10/30/2023

  Please be advised we have sent communications to the contact who filed complaint and have come to an agreement of $4500.00 credit for the flooring. This has been accepted. Thank you!

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