ComplaintsforService Master by Martin

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Service master by Martin did water damage restoration on my property. They did it fully remove all or dry, the moist left on created mold on the wall between my closet and laundry room. I found out because I was clearing my closet and notice the mold that grow and now visible out of the baseboard. I called mold removal company as I did not know first where this is coming from. The company did a test to see what type of mold and how dangerous is to my health. Tested and removed it, waited for 3weeks and re-test to make sure is clear. Turn out that this is related to the water damage I had and on the report company stated that restoration when is done they were to make sure to test that there are no moist left. So with this information I called service master by martini, spoke to the owner asked to email the reports and agreed to come in and rebuild the drywall that was cut. I purchased the floor since the carpet had mold on one side. It took them long to schedule but finally it was done in august this year. Now they were to refund me for the cost I paid for the mold remover and I am getting the run around. Last conversation spoke to *** which is project manager told me to email the invoice even though that was included in the report I did.. he told me is going to meet with Martin which is the owner of the franchise but did not hear from them. I text and no response. Call no response. At this point they are ignoring me. I want reimbursement for $1140.00 that I paid for the removal of the mold. I would not have paid or deal with this issue if they would of done they job correctly. The business name is service master by Martin you can ****** the number to the business.

  Business response

  10/22/2024

  We have tried to work things out with this customer.  There is no proof that the mold found in the closet was from the laundry room water problem. The company that performed the testing did not provide any evidence.  The water loss was from 3 years ago and she is just now finding it.  We did work with her to redo the drywall and even installed new flooring in the closet and beyond, at no charge to her.  After we did that is when she came back to us for reimbursement for her choice of using a company for the mold.  If she thought it was from the water loss from 3 years ago why didn't she call us first?  It is a coincidence that the mold in the closet is near the laundry room but why did it take 3 years to find?  She said it was under clothes in the closet.  So the clothes were wet and sat there for 3 years?  ***, the project manager went out to investigate and said there was no way the mold was from the laundry room water loss.  I would be more than happy to speak with someone in person about this.
  

  Additional business response:
  I have attached two photos to show that we removed the pad and baseboard from the original water loss.  It simply does not make sense how mold would grow on the baseboard with new baseboard installed 3 years ago.  It makes more sense that there is a separate issue that caused the mold years later.  

  Business response

  10/22/2024

  I have attached two photos to show that we removed the pad and baseboard from the original water loss.  It simply does not make sense how mold would grow on the baseboard with new baseboard installed 3 years ago.  It makes more sense that there is a separate issue that caused the mold years later.  

  Customer response

  10/23/2024

  They did the work on my laundry and closet three years ago they failed to completely dry. Also Martin the franchise owner is not telling you that three yrs ago when they had the drying vacuums at my property that it was leaking water back to my floor/wood that I had to call him and he came out at mid night to fix the machines which means it did more damage than good. This is closet which is behind the laundry there is wall dividing  there is no water its bedroom closet why would there be wet clothes in their. Also how would I know if there is mold it took that long to become visible from the ground up. His project manager *** came out to test it to see if there is water present and there was non. attached reports with pictures that the company I hired took and documented. Their project manager come and test and agree with doing the drywall, I paid for the floor because I did not want them to wash the molded carpet and install it back so I got the floor for ****** which is not even included on the amount I want them to reimburse. Why would they agree to do the repair if they did not agree it was from their failure to the job correctly. He also claim that I just started saying reimburse me but if you look at the emails that was given to me to send the document I maintain what I needed for them to do and not something I just started. He never responded to any of my email or text why, what are you hiding.  Martin the owner claims it could be from wet clothes how this mold is from the  ground below on the wood. Between the laundry wall and closet where the initial damage happened that they were hired to dry and test. Also why did they do the repair job if they confident that they did not cause the issue. The owner Martin try to negotiate with me but he never would respond to email or text. Will sent the emails. The reason why hired a mold company is I cant go just blame a company I had to get someone to find out why this happened and its clear its on the report. The company also stated on the report that they fail to dry the wood which cause the issue. Its closet in a room have clothes hanging plus if you look at the pictures it grow from the ground. Its funny they talking like this because they never denied it. I will take screen shots of the text also from ***. They did the drywall but they need to reimburse me for the mold removal and they known they had to because I told them from the bringing. I will attach the email showing they were aware of it. I promise I will take them to count if they do not reimburse me. The owner is a liar. I Last message text was from *** saying he will take care of it and its meeting with Martin is text messages conflicting to  what he wrote to you. I will not stop until I get my money its simple. His company created issue for me to pay out of my pocket due their fault. I can only attach couple of email also text communication with *** because Martin would never respond but only call. I have already attached previous the reports from the company I hired. Which they also have. I have more emails. But the email from 05/2024 would show you Martin and *** both known I wanted reimbursement and repair to the drywall and this is not something I just came up with. 

  Customer response

  10/25/2024

  BBB received a phone message from consumer 10/23/2024:
  
  ---------- Forwarded message ---------
  From: CS RequestHUSSEIN,******* - Voicemail box 123 <********************************************>
  Date: Wed, Oct 23, 2024 at 12:05 PM
  Subject: Voicemail from CS RequestHUSSEIN,******* at ************** on Oct 23 2024 12:01 PM
  To: <***********************************************************************************>
  
  
  GoTo logo
  You received a new voicemail message
  Info New voicemail message
  Time: Wednesday, October 23 2024 12:01 PM
  From: CS RequestHUSSEIN,******* **************
  Duration: 2 minutes 27 seconds
  Voicemail box: 123
  Transcript:
  Hi, ***** *******. This is ***** ******, and my complaint number is ********, and I received the merchant response this morning. I responded back and I also was actually including all the documentation that I have via your email, not directly to you, but the *********************** ********** I was going to include you know more documentation but I just while I was in the midst of doing it I got your your email saying that there's nothing you guys can do without reviewing what's going on they redone the work they they admitted to their mistake and they've done the work in in the month of August which is this year so for you to say this is 12 months ago is incorrect and for you to close it off without reviewing everything that I have So I want this reopened, or I'm going to send an email to have this reopened and reviewed. Because for you to send your response to close my case or my complaint that quick shows me that you did not review anything. If they have done the work on August to rebuild my wall and my baseboard, But the issue is for them to not reimburse me for what I paid to have the mold removed. This work, that means something happened this year. They have redone the work on August 2024, regardless if this is from three years ago. They have agreed and did the work. Now the issue is the reimbursement of what I paid out of my pocket. So for you to close this off as if this was three years ago is incorrect. I would appreciate for you to review everything that I have sent and, you know, go back to the merchant and to provide this to them because the email that I got this morning, it was my rebuttal. You guys needed my rebuttal to what they're saying. So for you to close it off, it's wrong. So I am going to send an email to reopen this. I hope I get a call from you. My phone number is 614-1-3-9-32-22. Please leave a message if I don't answer, because I was sure to give you a call back right away. Thank you.
  

  Customer response

  10/28/2024

  ---------- Forwarded message ---------
  From: ***** ****** <******************************>
  Date: Wed, Oct 23, 2024 at 12:23 PM
  Subject: Claim# ********
  To: ******************************************************** <********************************************************>
  
  
  
  Name: ***** ******
  Address *************************************
  
  Please include this attached document as I was unable include everything. Along with more answers to the business claim acting as if they help. The attached document also home inspection is where it shows the picture and also stated the wrong doing of the company service master by martin. The re-pair happened august 2024 which makes this case valid within the online year. Also this is notice to re-open correct look at this case. 
  
  The business service master by Martin said they tried everything but if you ask them to provide one emails and how they tried they do not have it because it was the other way around me trying since May of this year to get resolution. If they were not at fault, why did they do the repairs. Also they stated that there is no evidence but on the report from the mold company clearly stated that it was the work they did. Another point also they said was that after the repair I come up with this, my email attachment will proof that this was stated from the beginning on May email. The owner Martin would never respond to email or text but would call also would not leave msg. You can picture why he did that. But I am attached everything here. He is liar and scam. You already admitted to the fault because you did drywall and baseboard repair, nothing beyond that. Provide proof that you tried to assist me, why would it take from you August for you to do repair. I should of recorded you. But emails and report from the mold company is enough to show what you are. 

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