ComplaintsforSERVPRO Team Dobson

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last Fall, September/October 2022, Servpro came to the Argyle (condominium building) todeal with 3 kitchens, one above each other, which had been badly damaged by a leak under the roof. A plumber repaired the broken stack. Then the 3 kitchens had to be emptied, walls opened up to the bricks, dried and sanitized because of extreme mold build-up. My kitchen was the worst. Blowers worked full-time for 5 days.During this demolition, workers piled up heavy tools and stuff over my stove without protecting it. Result: enamel nicked. I took pictures and showed them to one of the managers when he came. In addition, the linoleum floor which was not protected during the wall demolition and cabinet /dishwasher removal, was damaged. Pictures taken and given to the manager when he visited the site.It was understood at the time that Servpro would rebuild the kitchen.They were not able to get into a satisfactory agreement with State Farm for the price of the reconstruction. From then on, Servpro did not return any calls or emails from ***************************, in charge for the Argyle kitchens. It is obvious, after over three months of no answers, that Servpro has no intention of following through with the reconstruction.On April 21, 2023, I sent the 2 managers whose name I have a request for repairing floor and stove, or compensating me for the damages caused by their firm. No acknowledgement. No answer.

  Business response

  05/25/2023

  In regard to BBB complaint #******** **********************************
  

  
  

  *********************, Project Manager, reached out to ********* and set up an appointment to meet with her on May 23, 2023, at 1:00 PM. After talking with *********, she stated she will be going out of town and won't be back until September. She would like SERVPRO to start the repair work at that time. 

  
  

  We apologize for the inconvenience and look forward to bringing the job to your satisfaction. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by BBB staff DC. Consumer states on December 25, called Servpro due to pipe breaking upstairs in home. Consumer has major water damage. Set an appointment on December 26 with *************************** at 10:00am. ******* came out and accessed the damage and wasn't thrilled to be there. ******* claimed it wasn't as bad as it could have been, could be worse, but still needed to be dealt with. ******* stated "I don't have a set time for you, but it definitely won't be until December 28 or December 29". Consumer needs to know when they would be there to be available at the house. Consumer called on the morning of December 28 when to expect them. It was stated the business tried to show up multiple times and nobody answered the phone so they moved on to the next job. Business could not tell consumer what the address was where they showed up. They never contacted the consumer and they never showed up. Speaking with ******* on December 28, and stated they would not be coming out at all and to get another company.

  Business response

  01/17/2023

  On December 24, 2022, a national wide-spread freeze event occurred. Thousands in our direct service area were impacted and suffered water damage from burst pipes. Our teams worked around the clock for weeks to help as many customers as possible. We have had the pleasure of assisting many gracious customers who understand the severity of this event and its impact on so many homes and businesses.  Our crews are still working tirelessly to mitigate the damage from Winter Freeze Elliott.
  ***************************, a priority responder and estimator assessed the damage 12/26/22 and though he could not give a definitive time because of the freeze event circumstances, set expectations for production to begin within the next 2 days; he would receive a call from the production teams to confirm mitigation. Our production team called the contact number on file, ****************** wife, two times December 27 at 12:55 PM and 2:03 PM to arrange production for December 28. We did not receive a callback for confirmation, therefor the customer's production appointment would need to be pushed to a later time. 
  ************** contacted ********************* and learned the production crews made more than one attempt to contact him to coordinate the start of mitigation services. ************** then contacted our office multiple times throughout the afternoon and explosively screamed at 4 members of our office staff. Members of our office staff attempted to reason with and explain the situation multiple times to **************, but he was incredibly abrasive, irrational and unwilling to reason with. Because of the treatment of our staff and ****************** volatile communication, it seemed mutually beneficial to part ways. 
  ************** had been in contact with other mitigation companies who would be able to address his needs that Saturday or the following week.

   

  Customer response

  01/17/2023

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of my decision appear 

   

  I have proof from cell phone records that only 1 call was made. The call was answered by my wife but nobody was talking so she hung up. There was never another attempt made. They also claimed to have come to my house as well and that is a false statement and lie because I was there cleaning the front yard. I would have seen huge serve pro trucks in my driveway or parked on the street. This company lied to me and took a bigger job causing me to be displaced from my home longer than we normally would have. I have plans with my Lawyer to take legal action against Servpro if my insurance company does not cover me for the time I have been out of my home. 
  
  Regards,
  
  *********************
  
  
  

  
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Servpro had a contractor come do an estimate on our home after it got flooded. The contractor that came required a signature to pay him just to even look at the house to get an estimate and said I would owe him 5 percent of his estimate just for coming to look at the house. After a few weeks he sent an estimate that was an incredibly high estimate with all highly expensive fixes (even after I told him I just wanted a cheaper fix). I tried to contact Servpro to dispute this, and could never get a hold of the contractor even after leaving several voicemails and the contractor never called back. I contacted my adjuster from state farm and he estimated the work to be done at almost $10,000 less than what the contractor was estimating. Never heard from the contractor again but 9 months later Servpro is threatening to charge late fees(even though there was no set date on a payment) and still demanding the insanely high fee for the contractor coming to take an estimate.

  Business response

  01/17/2023

  We left a message for the customer to find a billing resolution for the customer. We can update once resolved.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Jan of 2022 we had a pipe burst. The insurance company recommended ** to get in contact with Servpro to help with repairs. After meeting with Servpro they did an inspection and said they would be in contact. Several weeks later they contacted me and told us how much and how long the repairs would take. After getting other quotes we decided to go with Servpro based on being told it would be done by their crew. The project was to take 2 - 2 1/2 months. Months went by before they started and lasted 5 months. Work was subpar destroyed walls did not have a crew hired a subcontractor. Light that was replaced has missing parts. Now we have to rehire someone to fix the problems they were fix. I would like to see a reimbursement of ***** and a apology.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about 9/22/2022 Servpro of Mahoning Valley was paid $3,230 for a mold remediation project. I was in the middle of selling my house and this needed completed prior to the buyer closing on the transaction. The prospective buyer went to the house and stated that the plywood was black and they suspected that mold was still present. I contacted ********************* who is the project manager/Estimator. He said the mold was gone and the only way to get rids f the black stains was to replace the plywood.I explained to *** that the work was unsatisfactory and I was going to have to hire someone else to complete the project. ******** construction performed the work to everyone's satisfaction. Prior to the work, they swabbed an affected area and sent it to a lab for testing. Attached are pictures of the Servpro completed work and pictures of the attic after ******** Construction was completed. I emailed *** the said I wanted a refund because the work was unsatisfactory. He said no refund would happen. I paid ******** Construction $3100 to fix the attic. Failure to to that would have resulted in me losing the house sale.

  Business response

  11/05/2022

  I am looking into this matter. 

  Business response

  12/06/2022

  ****************** contracted SERVPRO for mold mitigation services in his home. Upon observation, there was excessive mold staining in the affected area that required extensive work. ****************** was advised that cleaning the mold would only result in the stain returning and a full remediation would be needed to return his desired results. ****************** was reluctant to take the steps involved in a full remediation and signed our limitations waiver. We also offered to paint and seal the affected area and that was declined as well. We originally quoted ****************** approx $6,400 for the projected work scope. We collected half up front since insurance would not cover this and he paid us approx $3,200 for the work and time put in. Once ****************** saw that the mold stains returned (which he was advised would) he became unhappy.  SERVPRO did not ask for the remainder of the money owed due to his displeasure with the results (expected) and sought additional help from a contractor. The contractor charged him approx $3,000 (as was estimated) and completed the job. 

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue is with my laminated kitchen floor that they installed, the flooring shows grease spots, water marks, shoes prints etc. They don't come up even if I mop it, the stains won't go away. Servpro feels it's a manufacturer problem, manufacturer feels it's ServPro's problem, no one wants to be held responsible for fixing the problem. The *********** to be replaced, it has to be the lowest grade of material cause it's only getting worse, manufacturer wants to replace it a piece at at a time,but with what? The same material? I know I still owe my copay, but if I pay that, then I won't be able to get anything done from them.

  Business response

  12/06/2022

  The flooring manufacturer has already admitted to defective flooring. Thaey have allocated resources to pay for new flooring product. 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a water leak three weeks ago, our insurance said we had to call a plumber and a water remediation co. It was suggested Servpro, my husband cleaned up the ceiling debris and mopped up the water. Servpro came the same time as the plumber so we were very happy about that. While here they cut out a small piece of drywall, pulled up the trim, flooring, hauled away a vanity with faucet, linen cabinet. They put fans in the upstairs bathroom and they put in fans in the downstairs bathroom stating they would return in 72 hours to remove the fans, clean a carpet they had pulled up and put a fan under, said they would mop, spray for mold and put things back in place. After four days of constant noise from the fans, we called and were told they were sorry we were overlooked someone would be coming tomorrow. Two days later they came to remove the fans and was showed a brown dresser that had gotten wet in the laundry area. While carrying it out to their truck it broken up they bagged the pieces. They had us sign for the removal of the fans and how we liked the service so far, I said other than you leaving them here for days, you came right away so great. One guy came upstairs and said they left two fans downstairs because it read it was still a little wet. I then asked are you coming back to clean the carpet and the floors? He said another crew was coming later today. I also mentioned that a white linen cabinet the insurance said they didn't get a report on, he said we'll check on it and add this brown one on. I called a few days later because again they hadn't picked up the fans, mopped or cleaned the carpet. Someone came a day later to pick up the fans, I mentioned the floor, he took a damp mop out of the truck and went downstairs and said someone will be back to clean the carpet and put things back. This experience took over two weeks. Our bathroom isn't that big. No one can tell me what happened to my cabinets!! I can't believe they literally stole my linen cabinet..

  Business response

  12/06/2022

  When dealing with water losses, it is common to place drying equipment (air movers and dehumidifiers) for 3-5 days. This is to insure the property is dried thoroughly in order to prevent mold growth in the future. If this process did ended not meeting your needs, we do apologize. We aim to deliver the best experience for our customers. The unsalvageable items (those deemd warped from wetness) or otherwise, were removed. Insurance should cover the replacement of those items. We do not steal linen cabiets or anything else for that matter. It is not unlikely when demo is involved and dryingschedules are needed that a water loss can exceed 7 days. 

*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. ↩