ComplaintsforServiceMaster of Greater Pittsburgh

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a small house fire. Service master hired by my Insurance company to clean. Service Master covered the HVAC vents in cheesecloth with tape in order to filter the air. Service Master concluded their work on 5/17 and came back on 5/30 to take their lock box back. The HVAC system was cleaned on 5/29 and we stayed in the house starting 5/31. We removed the cheese cloth and tape from the walls and it pulled the paint off and othr areas in left a film on the paint. Contacted the insurance company and they said it would fall on Service Master. Texted Beth at Service Master on 6/3 with no reply and again on 6/4. She called me on 6/4 and tried to blame everybody but Service Master on the issue. Beth said they will not do anything about it. I textted her again this morning and asked if I need to escalate the situation or if they were going to step up. She said they wont do anything about it. Service Master caused the damage and needs toi take care of it. I should not have to take care of it on my own or lose my security deposit with the landlord over this.

  Business response

  06/28/2024

     We undertook this project in late May that consisted of content cleaning only after a small fire in the rented unit that was put out by an extinguisher that caused extinguisher dust to be spread through out the unit.  The project was inspected on May 22 in the evening as a courtesy to the insured who was working.  Agreements were signed to address the contents only and not the structure part of the this loss.  The Owner of the building did receive a quote from us to clean the  and deodorize the structure separate from the contents portion.  The renter policy covered the contents owned by the tenant and the landlord policy would cover the structure portion.  The landlord did not choose to act on our proposal because he thought the price was too high.

  Content was cleaned and processed beginning on 5/24 and was completed on 5/31.  During the content processing we had installed 3 air filtration devices to help with clearing the air due to the tenant condition that affected his breathing.  The fire extinguisher dust in the air and on the content made breathing uncomfortable

  During this time the structure portion of the event was not addressed by anyone.  The renter policy adjuster agreed following request apparently by the renter to put  treated dust clothes over the registers to help with picking up the particulate that was being pushed through the furnace /ac unit. The duct cleaning is part of the structure portion but it was undetermined at that time when or if the duct cleaning would be done   Yellow treated dustclothes that allow air to pass through  but catch particulate was installed on all registers using blue painter tape.

  Through out the project Beth the dept manager was very responsive to the tenant texts, phone calls and emails.  The tenant claims that he texted Beth twice for the purpose of removing the register coverings. Beth phone records show that she did not receive any texts during that period.  The tenant on his own pulled the blue tape down and the removed the yellow cloths on his own.  As part of the removal of the tape some of the paint was removed and according to the photos a little of the drywall around the register also came off.  The photos submitted by the tenant showed that at the time of taking the photos that there was still considerable soot and smoke around the register area.

  The tenant should have left the covers on the registers until we could return to remove

  Blue painter tape needs to be removed carefully

  The walls , ceilings and other parts of the structure need to be cleaned well as part of the overall structure restoration

  Although I do not feel that it is our responsibility to address these registers, I am willing to return, clean the 3 register covers and repaint the registers and ceiling area immediately surrounding the registers  with paint that will match as closely as possible .. The walls, ceilings and other structure members would have needed painting as a result of the fire damage that was the reason for our being at the site.  

  Mrs Tenant commented to our technicians when they were wrapping up the project how happy she was with the project.

  At this writing we have not been paid for the work performed at the property but expect that to be resolved shortly.  

  We do not feel obligated to address anymore than a few square feet around each register

  Mr Tenant can contact me to schedule this service work if acceptable 

  John S****

  ServiceMaster of Greater Pittsburgh

  *** *** ****

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 2, 2024 ServiceMaster was called by the property manager o* ********* ******* I located in Verona, PA to repair a living room ceiling that was damaged by water. When ServiceMaster got to the location, they allegedly assessed the apartment before doing the repairs. Instead of turning off the water before cutting into the damaged ceiling, these dummies just started cutting into the ceiling and cut into the sprinkler pipe. Water came gushing out and flooded the whole apartment. My father (who is disabled and on an electric wheelchair) and his aide had to immediately evacuate the apartment. There was so much water, the water flooded two more 1st floor apartments and the entire hallway. The only response ServiceMaster stated was "sorry". The property manager had to find immediate temporary shelter for my disabled father. All of his personal property were ruined. The family filed a claim with our renters insurance as did the property manager for ServiceMaster's gross negligence! I, on the other had, had to miss 3-days work, moving my father into his temporary apartment on the 3rd floor. I am asking that ServiceMaster compensate me for missing 3-days work at $14.78/hr. PLUS, the mental and emotional stress this incompetent company has caused this family!

  Business response

  04/25/2024

  This response to complaint received April 8th or 9th

  ServiceMaster responded to request from the management of ******** ****** ********* **** ******* ** ********* ******* as a result of a water event that caused water to come from unit *** on the 2nd floor and flow down into unit *** below.  Date of loss was recorded as 4/1/2024. We were on site to remove ceilings and other wet materials in unit *** to begin the drying process.

  Site was inspected on April 1 and work began on April 2

  The complaint states that we "Should have turned the water off in the area where the ceiling was to be removed"  The water line that was nicked was part of the fire suppression system and as such could not be turned of during the ceiling removal process.  A responsible company would not disable the fire suppression system that might compromise the safety of all of the occupants of the building.

  Prior to beginning removal of the ceiling in the living room of unit *** the floors were protected, containment was out up to limit dust from being spread , counter tops and cabinets were protected. As a responsible company we were well prepared to begin removal of wet drywall ceiling . We did not just "Start Cutting into the Ceiling" as stated in complaint

  Unfortunately, while removing the drywall ceiling the fire suppression system line was nicked and water did come down from the ceiling into the unit *** and beyond on the first floor. The complaint states "The only response ServiceMaster stated was sorry"   I am sure our workers did apologize some time during this event but this totally mis represents our response,  We responded by working to get the proper individual to turn the water off. However, they did need to get the fire department to turn off the water.  The water event began at 11;54AM  

  Our team immediately moved into action and began extracting the water from the carpet and hard surface flooring that was affected by water. At 12:11 PM our team began the process of water extraction. By 1:57Pm the majority of the water was extracted and one of our managers had begun to evaluate the conditions of the walls, and trim in the areas that were impacted by the water,  Using measuring devices we were able to identify any areas that would need to partially dis assembled to facilitate drying,  As documented in our many jobsite photos, by 2:09pm  additional dryiing equipment was placed in affected areas to immediately reverse the waterdamage. 

  Our team onsite augmented by response from out office in Oakmont moved furniture in all the areas affected and helped with the content initially in unit ***.  The complaint alledged "Gross negligence"  a accident occurred, the company responded immediately to address the problem , promptly and professionally,  

  Additionally, as a result in a delay in restoring the fire suppression system until the next day, one of the ServiceMaster Managers stayed overnight at the property to maintain "a live fire watch" through out the night to make sure the residents and the building remained safe. Drying of the building continued with daily monitoring until equipment was removed on April 8th.

  ServiceMaster provide ******** ****** ********* all required insurance information that a responsible company would do expecting that a claim would be filed.

  Prior to receiving the complaint letter from the son of the occupant of unit *** we had heard nothing from the occupant or his son.  His complaint letter paints an inaccurate picture of what actually happened and what ServiceMaster's response was.  Any communication from the son or anyone from ********* ******* would have been the correct way to handle this.

  Pending the outcome of speaking with our insurance people regarding their part in this matter , we would be sure to address concerns of the tenant and his son.

  Respectfully

  John S ***** **

  ServiceMaster of Greater PIttsburgh

   

  Customer response

  04/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   I respectfully do not accept this response.  Service Master was negligent in fixing the apartment correctly period.  The FACT is that their service worker(s) hit the pipe in which water flooded my fathers apartment and half of the first floor.   My brother and I went to the old apartment to see what kind of repairs Service Masters was doing and witness a bunch of fans trying to blow the carpets dry inside the apartment.  Again, cutting corners instead of fixing this issue correctly and professionally.  ********* ******* terminated Service Masters contract  and hired a new contractor.   The new contractors REMOVED the wet carpet  throughout the apartment and will replace with NEW CARPET so that MOLD wont set in.   This is the "correct" procedure to fix this issue.  Service Masters ought to be ashamed of themselves.  THEY CHEAT PEOPLE!

  I want to be reimbursed for their negligence missing three days work.

   

  Thank you.

   

  
  

  ****** ******

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