Lance Enterprises

We are really sorry that you feel like you are being taken advantage of by Servpro? We are not a company that practices dishonest integrity? On July 6, we were called to handle a water mitigation? You spoke with our project manager and he gave you an over the phone industry average pricing of around $3,000, prior to the crew arriving on site? As you can see from our detailed estimate, it is itemized pricing largely done by the square footage of the damages? There is no way to measure the rooms and give accurate estimate over the phone? The estimate was approved through your insurance carrier, as this is industry standard pricing for this type of work.Servpro invoiced you $6,and on September 14, you called stating that the bill was too high and offered to pay $4,? We rejected that offer, however we did remove $1,162.26, in an attempt to resolve.You recently received a call from Servpro in an attempt to further resolve, a voice mail was left and the call was not returned.Again, we apologize for any misunderstanding? Our goal is to provide a consistently reliable service and exemplary level of customer service? [redacted] Servpro of Lynchburg/Bedford/Campbell Counties [redacted] ***###-###-#### phone###-###-#### fax [redacted]

[redacted] Good Morning, I am writing in response to claim # [redacted] .? ? Servpro of Lynchburg regrets to inform you we are not able to respond to this complaint.? The case is in litigation [redacted] Servpro of Lynchburg/Bedford/Campbell Counties [redacted] ###-###-#### phone ###-###-#### fax [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Once again Servpro has proved to be dishonest and continually display the level of lowered integrity by consistentlyprovided facts and being dishonestI contacted Servpro on the 4th of July and provided pertinent informationregarding the details of the area were water damaged had occurredI am a licensed Real Estate Broker with years ofexperienceI provided the project manager complete accurate information regarding the square footage, number of roomsin the basement, type of flooring, and details of the furnishing'sProject manager made an intelligent decision based on thecorrect and accurate information I provided as a Licensed Real Estate Broker of yearsHe quoted me a price just to removethe water, which was $ 3k dollarsHe quoted me a price of $5k-$ 10k including removing carpet, replacing dry wall, and haulingaway all debrisWE received a bill for $ 6,on the 10th of July I immediately contacted Servpro project manager todiscuss this bill by both telephone and e-mail, which I have copies of all e-mailsServpro project manager never returned any calls nor didhe respond to any e-mailThis transpired for months, finally I received a reduced bill for $ 5,080.33, which was unacceptablePriorto there reduced bill I sent them several emails requesting we discuss this matter and come to an agreementAfter carefully studyingand reviewing their bill, we found several discrepancies and mischarged itemsServpro had charged us for items, and labor notperformed at allWe were over charged for labor and equipment not used, our experience was a disasterI was sent a Customer Satisfaction Job completion sheet that Servpro said I signed, and it was not my signature, nor did will meet on the date they had typed inIn conclusion I would never recommend Servpro, neither will anyone in our familyThey have continuouslyproved to be dishonest, misrepresentative, and almost no integrity as to doing the right thingServpro hasproved to us that they are selfish and self-centered, only caring about making a buck, regardless of what'sright or wrongThey are not a group of people I would care to do business with in the future or ever Regards, [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belWhen I mentioned that there was lack of communication.....the contractor failed to tell me what I needed to do and when I did go to ***, [redacted] and [redacted] as I was instructed ....as I stated I picked out my flooring from *** The contractor assured me he would go by there and make sure what I picked was sufficientHe did not go by [redacted] and confirm Weeks later when the guys showed up to lay the flooring they informed me that I had picked the wrong flooringThey were laying the flooring the next day That is the reason the contractor brought me samples He brought me two little samples.....neither of which I liked I broke down crying at this point, because I was yes indeed stressed and I felt they were not taking care of me He only brought me a couple more samples the next day because he knew the situation was not good Had he communicated weeks prior, this situation would have never happened.I do not know the Operations Manager personally, I can only tell you how he spoke to me and treated me He may be awesome to everyone else, but he was down right rude to me I will never forgot how [redacted] talked down to me and laughed in my face On the final walk through I did mention to the Contractor about the cleaning and at that point I had already had it cleaned, it had been several weeks since they completed the work I do have before and after pictures that I can share As for my deductible, yes I did have a $1,deductible, however, when Servpro sent the worng estimate I had to send back an additional $to my insurance company because of Servpros negligence As a woman, I do feel they discriminated against me and I plan to take this up the chain I have reached out to several media sources as well as spoken to my attorney Servpro may have their documentation, but I also have mine The one thing the do not have is the conversations over the phone If they were so concerned about their reputation then I should have received a call back from [redacted] in an attempt to work the situation out with me I have no further comment Regards, [redacted] ***

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below We have a court date set, a judge has not yet heard our case, therefore, I am not accepting their responseI have since received documentation on behalfof Servpro and do not wish anyone else to be taken advantage of by a company practicing dishonest integrity Regards, [redacted]

We are really sorry that you feel like you are being taken advantage of by Servpro We are not a company that practices dishonest integrity On July 6, we were called to handle a water mitigation You spoke with our project manager and he gave you an over the phone industry average pricing of around $3,000, prior to the crew arriving on site As you can see from our detailed estimate, it is itemized pricing largely done by the square footage of the damages There is no way to measure the rooms and give accurate estimate over the phone The estimate was approved through your insurance carrier, as this is industry standard pricing for this type of work.Servpro invoiced you $6,and on September 14, you called stating that the bill was too high and offered to pay $4, We rejected that offer, however we did remove $1,162.26, in an attempt to resolve.You recently received a call from Servpro in an attempt to further resolve, a voice mail was left and the call was not returned.Again, we apologize for any misunderstanding Our goal is to provide a consistently reliable service and exemplary level of customer service *** ***Servpro of Lynchburg/Bedford/Campbell Counties*** *** *** ** ***###-###-#### phone###-###-#### fax***

I have reviewed the response 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 the offer I reviewed appear below
Once again Servpro has proved to be dishonest and continually display the level of lowered integrity by consistentlyprovided facts and being dishonestI contacted Servpro on the 4th of July and provided pertinent informationregarding the details of the area were water damaged had occurredI am a licensed Real Estate Broker with years ofexperienceI provided the project manager complete accurate information regarding the square footage, number of roomsin the basement, type of flooring, and details of the furnishing'sProject manager made an intelligent decision based on thecorrect and accurate information I provided as a Licensed Real Estate Broker of yearsHe quoted me a price just to removethe water, which was $ 3k dollarsHe quoted me a price of $5k-$ 10k including removing carpet, replacing dry wall, and haulingaway all debrisWE received a bill for $ 6,on the 10th of July I immediately contacted Servpro project manager todiscuss this bill by both telephone and e-mail, which I have copies of all e-mailsServpro project manager never returned any calls nor didhe respond to any e-mailThis transpired for months, finally I received a reduced bill for $ 5,080.33, which was unacceptablePriorto there reduced bill I sent them several emails requesting we discuss this matter and come to an agreementAfter carefully studyingand reviewing their bill, we found several discrepancies and mischarged itemsServpro had charged us for items, and labor notperformed at allWe were over charged for labor and equipment not used, our experience was a disasterI was sent a Customer Satisfaction Job completion sheet that Servpro said I signed, and it was not my signature, nor did will meet on the date they had typed in. In conclusion I would never recommend Servpro, neither will anyone in our familyThey have continuouslyproved to be dishonest, misrepresentative, and almost no integrity as to doing the right thingServpro hasproved to us that they are selfish and self-centered, only caring about making a buck, regardless of what'sright or wrongThey are not a group of people I would care to do business with in the future or ever.
Regards,
*** ***

I have reviewed the response 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 the offer I reviewed appear below
We have a court date set, a judge has not yet heard our case, therefore, I am not accepting their responseI have since received documentation on behalfof Servpro and do not wish anyone else to be taken advantage of by a company practicing dishonest integrity
Regards,
*** ***

I have reviewed the response 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 the offer I reviewed appear belWhen I mentioned that there was lack of communication.....the contractor failed to tell me what I needed to do and when. I did go to ***, *** and *** *** as I was instructed ....as I stated I picked out my flooring from ***. The contractor assured me he would go by there and make sure what I picked was sufficientHe did not go by *** and confirm. Weeks later when the guys showed up to lay the flooring they informed me that I had picked the wrong flooringThey were laying the flooring the next day. That is the reason the contractor brought me samples. He brought me two little samples.....neither of which I liked. I broke down crying at this point, because I was yes indeed stressed and I felt they were not taking care of me. He only brought me a couple more samples the next day because he knew the situation was not good. Had he communicated weeks prior, this situation would have never happened.I do not know the Operations Manager personally, I can only tell you how he spoke to me and treated me. He may be awesome to everyone else, but he was down right rude to me. I will never forgot how *** talked down to me and laughed in my face. On the final walk through I did mention to the Contractor about the cleaning and at that point I had already had it cleaned, it had been several weeks since they completed the work. I do have before and after pictures that I can share. As for my deductible, yes I did have a $1,deductible, however, when Servpro sent the worng estimate I had to send back an additional $to my insurance company because of Servpros negligence. As a woman, I do feel they discriminated against me and I plan to take this up the chain. I have reached out to several media sources as well as spoken to my attorney. Servpro may have their documentation, but I also have mine. The one thing the do not have is the conversations over the phone. If they were so concerned about their reputation then I should have received a call back from *** in an attempt to work the situation out with me. I have no further comment
Regards,
*** ***

This letter is to serve as a written response to ID ***.The very nature of dealing with a water damage in your home is a very stressful situation between the homeowners insurance, the customer, and the contractorThe family or occupants of the home are often inconveniencedWe always strive to
make this as smooth of a process as we canCertainly this customer’s stress was elevated by her elderly mother living in the home alsoI completely understand the situation and sympathize, but I do not have any control over which homes experience water damage nor whom is affected by them. As far as communication is concernedOur Project Manager assigned to this customers job, has daily documented contacts with this customer via email, text messages and phone callsWe can provide this documentation if needed.In an attempt to alleviate stress for this particular customer, our Project Manager delivered flooring samples to the customer on two different occasions. Most customers go to the internet or big box stores and give us their selectionsWe do not pick out flooring for customers, they have to pick what they likeI’m sorry that she is not happy with the product she picked.The office manager the customer refers to in her complaint is actually our Operations ManagerHe has a long history of being a volunteered servant as well as his role here as a paid servantIt is our company vision to hire team members with a servant’s spiritAs soon as he was made aware of this customers feeling toward him, he sent a personal letter of apology. We are a local business and take customer service very seriouslyOur Revdex.com rating indicates the same.Our project manager did a final walk thru with this customer and her husband on Friday Dec1at 5:PMThere was no mention of the home being full of dust at that timeHowever we would be happy to inspect it and if so, inform the insurance carrier that additional services are needed. The $the customers refers to in her complaint, is actually an agreement she made with her homeowners insurance company, often called a deductibleThis agreement she made, is that she would pay the first $of any insurance claim she would makeHowever there was part of the scope of work that we did not do per the customer’s requestAny of this work that the customer did, should could get compensated by the insurance carrier. We do not discriminate any of our clients, for any reasonWe try to accommodate their needs and requests. Regards,*** ***SERVPRO of Lynchburg###-###-#### office

*** *** *** ***
*** *** *** *** *** *** **
*** *** ***
*** *** *** * *** Good Morning, I am writing in response to claim # ***. Servpro of Lynchburg regrets to inform you
we are not able to respond to this complaint. The case is in litigation *** *** Servpro of Lynchburg/Bedford/Campbell Counties *** *** *** *** ** *** ###-###-#### phone ###-###-#### fax ***

This letter is to serve as a written response to ID ***.The very nature of dealing with a water damage in your home is a very stressful situation between the homeowners insurance, the customer, and the contractorThe family or occupants of the home are often inconveniencedWe always strive to
make this as smooth of a process as we canCertainly this customer’s stress was elevated by her elderly mother living in the home alsoI completely understand the situation and sympathize, but I do not have any control over which homes experience water damage nor whom is affected by them. As far as communication is concernedOur Project Manager assigned to this customers job, has daily documented contacts with this customer via email, text messages and phone callsWe can provide this documentation if needed.In an attempt to alleviate stress for this particular customer, our Project Manager delivered flooring samples to the customer on two different occasions. Most customers go to the internet or big box stores and give us their selectionsWe do not pick out flooring for customers, they have to pick what they likeI’m sorry that she is not happy with the product she picked.The office manager the customer refers to in her complaint is actually our Operations ManagerHe has a long history of being a volunteered servant as well as his role here as a paid servantIt is our company vision to hire team members with a servant’s spiritAs soon as he was made aware of this customers feeling toward him, he sent a personal letter of apology. We are a local business and take customer service very seriouslyOur Revdex.com rating indicates the same.Our project manager did a final walk thru with this customer and her husband on Friday Dec1at 5:PMThere was no mention of the home being full of dust at that timeHowever we would be happy to inspect it and if so, inform the insurance carrier that additional services are needed. The $the customers refers to in her complaint, is actually an agreement she made with her homeowners insurance company, often called a deductibleThis agreement she made, is that she would pay the first $of any insurance claim she would makeHowever there was part of the scope of work that we did not do per the customer’s requestAny of this work that the customer did, should could get compensated by the insurance carrier. We do not discriminate any of our clients, for any reasonWe try to accommodate their needs and requests. Regards,*** ***SERVPRO of Lynchburg###-###-#### office

We are really sorry that you feel like you are being taken advantage of by Servpro We are not a company that practices dishonest integrity On July 6, we were called to handle a water mitigation You spoke with our project manager and he gave you an over the phone industry average pricing of around $3,000, prior to the crew arriving on site As you can see from our detailed estimate, it is itemized pricing largely done by the square footage of the damages There is no way to measure the rooms and give accurate estimate over the phone The estimate was approved through your insurance carrier, as this is industry standard pricing for this type of work.Servpro invoiced you $6,and on September 14, you called stating that the bill was too high and offered to pay $4, We rejected that offer, however we did remove $1,162.26, in an attempt to resolve.You recently received a call from Servpro in an attempt to further resolve, a voice mail was left and the call was not returned.Again, we apologize for any misunderstanding Our goal is to provide a consistently reliable service and exemplary level of customer service *** ***Servpro of Lynchburg/Bedford/Campbell Counties*** *** *** ** ***###-###-#### phone###-###-#### fax***

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Once again Servpro has proved to be dishonest and continually display the level of lowered integrity by consistentlyprovided false facts and being dishonest. I contacted Servpro on the 4th of July 2015 and provided pertinent informationregarding the details of the area were water damaged had occurred. I am a licensed Real Estate Broker with 20 years ofexperience. I provided the project manager complete accurate information regarding the square footage, number of roomsin the basement, type of flooring, and details of the furnishing's. Project manager made an intelligent decision based on thecorrect and accurate information I provided as a Licensed Real Estate Broker of 20 years. He quoted me a price just to removethe water, which was $ 3k dollars. He quoted me a price of $5k-$ 10k including removing carpet, replacing dry wall, and haulingaway all debris. WE received a bill for $ 6,242.59 on the 10th of July 2015. I immediately contacted Servpro project manager todiscuss this bill by both telephone and e-mail, which I have copies of all e-mails. Servpro project manager never returned any calls nor didhe respond to any e-mail. This transpired for 3 months, finally I received a reduced bill for $ 5,080.33, which was unacceptable. Priorto there reduced bill I sent them several emails requesting we discuss this matter and come to an agreement. After carefully studyingand reviewing their bill, we found several discrepancies and mischarged items. Servpro had charged us for items, and labor notperformed at all. We were over charged for labor and equipment not used, our experience was a disaster. I was sent a Customer Satisfaction Job completion sheet that Servpro said I signed, and it was not my signature, nor did will meet on the date they had typed in. In conclusion I would never recommend Servpro, neither will anyone in our family. They have continuouslyproved to be dishonest, misrepresentative, and almost no integrity as to doing the right thing. Servpro hasproved to us that they are selfish and self-centered, only caring about making a buck, regardless of what'sright or wrong. They are not a group of people I would care to do business with in the future or ever. 
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted] Good Morning, I am writing in response to claim # [redacted].   Servpro of Lynchburg regrets to inform you...

we are not able to respond to this complaint.  The case is in litigation. [redacted] Servpro of Lynchburg/Bedford/Campbell Counties [redacted] ###-###-#### phone ###-###-#### fax [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We have a court date set, a judge has not yet heard our case, therefore, I am not accepting their response. I have since  received false documentation on behalfof Servpro and do not wish anyone else to be taken advantage of by a company practicing dishonest integrity.
Regards,
[redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear belWhen I mentioned that there was lack of communication.....the contractor failed to tell me what I needed to do and when.  I did go to [redacted] and [redacted] as I was instructed ....as I stated I picked out my flooring from [redacted].  The contractor assured me he would go by there and make sure what I picked was sufficient.... He did not go by [redacted] and confirm.  Weeks later when the guys showed up to lay the flooring they informed me that I had picked the wrong flooring. They were laying the flooring the next day.   That is the reason  the contractor brought me samples.  He brought me two little samples.....neither of which I liked.  I broke down crying at this point, because I was yes indeed stressed and I felt they were not taking care of me.  He only brought me a couple more samples the next day because he knew the situation was not good.   Had he communicated weeks prior, this situation would have never happened.I do not know the Operations Manager personally, I can only tell you how he spoke to me and treated me.  He may be awesome to everyone else, but he was down right rude to me.  I will never forgot how [redacted] talked down to me and laughed in my face.  On the final walk through I did mention to the Contractor about the cleaning and at that point I had already had it cleaned, it had been several weeks since they completed the work.  I do have before and after pictures  that I can share.   As for my deductible, yes I did have a $1,000.00 deductible, however, when Servpro sent the worng estimate I had to send back an additional $900.00 to my insurance company because of Servpros negligence.  As a woman, I do feel they discriminated against me and I plan to take this up the chain.  I have reached out to several media sources as well as spoken to my attorney.  Servpro may have their documentation, but I also have mine.  The one thing the do not have is the conversations over the phone.   If they were so concerned about their reputation then I should have received a call back from [redacted] in an attempt to work the situation out with me.   I have no further comment.     
Regards,
[redacted]