ComplaintsforServiceMaster Restoration by Neverman Construction Company

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called to get a quote in sept. got it but it took 2 months b4 they came. The 2guys that did the water damage didn’t keep the zipper enclosure zipped down air scrubber arrived hours after starting. They left moldy flooring I have copd/asthma when **** came at end of day 3 he never looked at the job they did only hollered at me for telling them to keep the screen closed. Had they kept it closed mold spores wouldn’t of gotten out. By the time he looked at job he agreed it was a bad job. New crew came in weeks later I have videos of them saying that the job was terrible n they left moldy floors I got so sick I was at urgent care for 31 hrs until they found a hospital bed then 10 days in hospital at home now recovering with nurses n physical therapy. I was charged for items that they didn’t do I was told if i didn’t pay the final bill they would look to see what they could charge me for additional items and charges. They didn’t paint 159.36 they used my baseboard charged 318.03 n for painting baseboards it wasn’t done 107.44. Job still not completed no trim under mirror like above it. No caps on toilet n around water line. The 2 guys stole a vase n a rooster figure wish I would of filed a police report but by then I was so sick I could barely do anything. For Christmas I opened up a can of bean soup I was to sick to cook by end of week I went to urgent care.

  Business response

  02/23/2024

  Mrs. *****, 
  I’m sorry there seems to be some miscommunications on you project.  
  From the time you reached out to us, we inspected the work area the same day, and had an estimate to you in 4 days from the time of your call.  It took 2 months to receive the signed work authorization from you. 
  We were unaware there were any issues with the contents and misplacing of any items until we saw the BBB complaint.
  Before we started the work, you were to remove all the contents from the room.  If there were any issues with you doing this, you should have made us aware of your situation and we could have addressed this at the time it occurred.
  If anything was not completed, this should have been discussed before the final billing, we could have adjusted your invoice.  
  We will give you a refund for the amount that you have listed, that totals $584.83.    If you have any issues with the work that was completed, we will stand behind our one-year warranty.  All you have to so is notify us of anything that is in question and we will address it.
  We have been in business for 23 years and we pride ourselves on standing behind our work.  If the future, if you have any questions please reach out to me directly, I will ensure that the issue is addressed.
  
  Please let me know how you would like the refund.
  Thank you
  *** *******
  General Manager

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2022 ServiceMaster by Neverman came out to start a project that I agreed to have them complete, the full gutting and renovation of an upstairs bathroom used by my son's. I requested that I receive an estimate for a complete renovation to include the pipes, shower, tub, floors and faucets and any and everything that would be needed to ensure no more leaks occurred to the kitchen ceiling directly below it. After several months of waiting, they finally started the project and finished in April 2022. Since then, I've had to call Neverman back out at least three times due to leaks occurring from the same bathroom they gutted and fully renovated. Most recently, on July 3rd 2023, I contacted the project Manager Nick C about the shower leaking water and once again damaging the kitchen ceiling below and causing black mold to form in the walls. They sent someone out a couple days later and said that the pipes were leaking. These shower pipes should have been replaced along with the shower faucets, but Neverman never completed the work properly that was included in the estimate and used my existing shower faucet. I later received an email from them stating that they weren't going to repair it because it wasn't their fault. I contacted my home warranty company, and they sent out a plumber and they determined that Neverman contracted plumbers to reinstall the old shower faucet and the cause of the new leak was the improper installation of the shower head which was loose and caused water to pour down the shower wall and pipes behind the shower and down to the ceiling in the kitchen, creating a new hole. I sent Neverman the Information showing the diagnosis and a picture of the hole in the shower wall where the plumber I hired had to remove the shower head to repair the issue. First Neverman tried to say I never paid them in full for their services so they wouldn't fix it, until I sent them a receipt from their office manager showing that the full amount was paid in full. They still haven't returned my calls and have ignored my emails.

  Business response

  08/21/2023

  We have and always will stand behind our work.   We completed the bathroom work in Sept of 2022.  In April of 2023 we were notified that there was a leak in the bathroom.  We sent a crew out along with our plumber to repair a p-trap for the tub that was leaking.  In the attached estimate that the homeowner approved for the scope of repairs this plumbing repair was not part of the scope of work.  When the original work was completed there was no leak in the tub, this occurred months later.  We stood behind our work and repaired the damages from this leak.   Then in July of 2023 the homeowner notified us that there was another leak in the shower.  This was a separate leak that was from the shower head steam.  This had not leaked in multiple months and for some reason loosened.  The homeowner called there home warranty company to inspect and repair what was needed for this at a cost of $100.00.  We have no problem in paying for this or taking  this amount off the remaining balance of work that was left for the work we completed.   We in addition to this have no problem in repairing any resulting damage to the ceiling in the kitchen or any drywall that needs repaired in the bathroom.   Please let us know if you would like us to do any repairs to the  Kitchen/Bathroom.

   

  On the payments made for the work completed.  the homeowner has paid us a total of $10,000.00.  This amount per the contract is payment at the start of repairs.  Per the contract there is still a remaining balance of $9,641.74.  When we started the work the homeowner changed the contract and did not want us to do a couple items on the estimate and also added to replace a couple of items that were not part of the contract.  I will have the estimator correct the estimate for the work that was completed and send this to the homeowner.  

   

  Please let us know if you would like us to complete the repairs from the leak?  We will stand behind any work that we have completed.  

  Customer response

  08/21/2023

  This company is being deceitful. I was told to pay $5000.00 to start the project, which I did in the form of a check payment. After the project was completed, I was to pay the remaining $5000.00, which I did and I have a paid in full receipt to verify this fact.  ServiceMaster included in the estimate the labor and cost of the hardwood floors that were supposed to be replaced in my home due to water damage. I have solid hardwood floors and was unable to locate a viable replacement due to wood shortages so they never replaced the floors to bill me for the additional $9k+ dollars they are claiming I owe. Additionally, any other work they are claiming to have done was supposed to be billed before the invoice was paid in full so that the insurance claims adjuster could approve it. Their field reps assured me that if anything came up, they'd personally reach out to the homeowners adjuster to submit a claim for the difference. Also, the fixtures and pipes were to be included in the gutting and renovation of my bathroom. They didn't do the whole job and failed to replace ALL the pipes and faucets that I paid for. I'm stuck with an outdated shower faucet because they didn't finish the job properly. Do what you said you would do, honor the agreement and if you needed any other funds, contact the insurance company at the time it is determined that additional funds are needed and not wait until almost a year later to try to ask for more money after I have paid my portion in full! ServiceMaster owes me money because they never did all the work that was supposed to be done.

  
  Regards,
  
  ******** ******

  Business response

  09/15/2023

  We did send you a revised scope of work that was completed.  We sent this to you so you could confirm that the work listed was completed that was listed on it.  This way we could verify that this work was completed.  Then once we have the scope of work that was completed we will then go to the original insurance estimate and take off any work that was not completed on the estimate.  If there was work outside of the insurance estimate we are not adding this to the final billing.  We just need to have you confirm what was completed from the contract that you signed for the work to be completed at your house.  

  We are reaching out to the adjuster,  once we talk to them we will call you to discuss the final steps of the claim.  

  Customer response

  09/19/2023

  Hi,

  When you are able to get in touch with the insurance company, let me know. The claims adjuster is no longer working for ********* and since I no longer have them as my homeowners insurance provider, I don't see how they are going to take responsibility for ServiceMaster never submitting the new estimate and claiming the new items that needed done. This leads me to believe that you are going to try to hold me responsible for not submitting receipts and documentation showing that the additional costs should have come out of the reserve.  What recourse do you have for not providing the new estimate with no receipts until a year later? 

  Regards,
  
  ******** ******

• Initial Complaint

  01/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Good morning! On Wednesday, March 11, 2020 we had a fire in our house. The insurance company declared everything a total loss. We accepted the services of ServiceMaster by Neverman and they worked the remodeling giving an acceptable service. By order of Neverman between December 2020 and February 2021 we purchased various items at ******* and ******, making a total of $1,630.07 and sent the invoices to Neverman. The idea was that they would reimburse us for the purchases from the funds they received from our insurance company. Months passed and I contacted them again and they were always postponing payment, always giving excuses and telling me they would take care of it. Once again I contacted them again on October 2022 and they strung me along until January 4th, 2023, when they told me that too much time had passed and that they could not make the payment of what they owe me. I realize that a lot of time has passed, but this is because they kept promising they would make it right, until they finally told me they couldn’t do anything about it now. I hope you can help me with this.

  Business response

  01/18/2023

  I have left Mr. ******* a voicemail to call me so we can get this resolved ASAP.   I was un aware of this issue.  I will be fully reimbursing this money to Mr. ******* when I talk to him.  

  Customer response

  01/19/2023

  Jay L****** from Neverman called me and we spoke.  He is going to reimburse me the funds.  It won't be until February when the person who can do this returns to work, and that is fine.
  

  I accept the business's response to resolve this complaint.
  

  Regards,
  **** *******

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