ComplaintsforService Master Elite

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BBB, Submitting a complaint against ServiceMaster Elite. Specifically, USAA contacted this company on my behalf pertaining to remediation of water damage to my house related to catastrophic rainfall which resulted in a declared State of Emergency for North Andover MA. This company provided an estimate of $3,000-$5,000 for this service and a window of 2-5 days. ServiceMaster Elite failed to schedule an abestos tester in a timely manner as required by MA law prior to drywall removal which lead to an extra 5 days of service requirements. Specific to those service requirements we have been billed for machinery that did not run, was not installed, and excessive to the requirement. My wife and I contacted this company several times pertaining to this and have not received any resolution or consideration on this complaint.

  Business response

  09/15/2023

  Good Afternoon, 

  After review of the account, we did find there was a one day delay with our asbestos testing scheduling and arriving onsite to complete the testing. Due to this, we discussed with **** ****** reducing the cost of the bill $350, which is equivalent of one day rental of drying equipment. The increase in the bill amount from the original quote range was due to the drying equipment needing to remain onsite due to a re-affected basement after flooding from additional storms. At this time, we have settled this claim with Mr. and Mrs. *******.

  Thanks!

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last October our basement flooded with sewer water after the city flushed pipes. Out insurance company said use service master elite. From day one they were awful. We told the woman in charge our budget was $1500 she said ok no problem then we signed papers. We asked several times for rates and got the brushoff. The water was under my floor and they used dehumidifiers and heaters while all my windows were open. Nothing dried after a week so I removed my floors then things dried. They ruined all my trim made indentions in walls and left holes everywhere. Their own guy said nothing worked because windows were open and floor was down. Two weeks later no progress no communication I had them remove their equipment which was off more than in use. They knew our budget was $1500 because we needed $3500 to replace flooring. We agreed on $1500 instead they ruined my basement accomplished nothing and are trying to charge $6900 when I did all the major work. I removed flooring vacuumed up water and disinfected all services. The workers never knew what was going or who did what and could never answer my questions. Management never answered or returned calls. I'm not paying $6900 to now have an unfinished basement when they knew we had a $1500 limit. They accomplished nothing and they know it. When you have 3.6 star reviews you got major issues. I feel like part of an insurance scam everyone I tell what happened says the same.

  Business response

  07/26/2022

  Claim came in with point of contact as wife, ******* on 10/1/2021. We set up equipment 10/2/2021 and received feedback from the insured's adjuster 10/14/2021 to advise of next steps. At that time we were advised of the $5k limit by the adjuster and advised to collect from the insured directly. We received a complaint from ******* on 12/28/2021 during the collection process indicating dissatisfaction with the billed amount and services received. We were unable to make successful contact between our director, Kate, and ******* until 3/16/2022 and were advised she would discuss the matter with her husband. After we did not hear back, we reached out through e-mail in June 2022. Unfortunately we did not receive any response to this follow up communication and collections continued.  At time of complaint, we called Mr. **** and left a voice mail. We also followed up with an e-mail. As of Friday advising I would like to discuss his concerns and what we would be able to do re: the bill. I had not heard back so I followed back up. We received a response from the customer at 11:51pm yesterday 7/25/2022. Customer advised he is not willing to compensate our company for anything. I have reached back out to the insured so we can discuss next steps and we are considering a write off amount to satisfy this issue.

*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. ↩