ServiceMaster by Restoration Xperts

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] *** Service Masters was recommended by my insurance company and I was trusting that their professionalism in cleaning and extracting ALL of the water from my homeI have attached pictures from their own photo library.Photos:Shows the containers placed on plastic with water is the front clear containersShows different few of the same area zoom in on the clear containers and you will notice water in the containers and a wet mattressThere was water and oil under the plasticAll of which was left to add to the odors in my home.3.Picture of the dry storage, you can see where the main line disconnected and where all of the water came in to my homeOn the left you see property still on the shelves wet and never touchedThe blue containers on the shelves still has water on the top of the containersThis was ALL left standing for days until I demanded that Patrick and Ryan who was suppose to be supervising my homeWhen I returned of the fans where not workingHow are things supposed to dry?Shows where they placed a fan to dry but was not working and they left the wet carpet on the landing and stairs in placeAlong with the drywallService Masters charged for removing carpet and drywal but never didThe towels on the stairs were placed by my pet sitter and weren't moved until SaturdayMy pet sitter took many other pictures of the terrible job Service Masters completed.Rob, State Farm has issued a check for over $5,for the inventory work you completed and is coming to youI signed up with your company to do the inventory because it was the easy and quickest thing for a man who has a handicap and was promised by Patrick that he would make it rightHe also told me he would do the right thing when it came to the chargesThe other amount you want will be cut down to reflect your overcharges because of your employees failure to do the very thing you were hired to do, extract ALL of the water.You can count on me doing everything I can to prevent you from stealing from me and State FarmI have over pictures and 5-videosshowing Patrick, Ryan and Jodi admitting the water was left and was their fault.I have neighbors, Pet Sitter and Friends who saw and smelled my home the day I got home(Mother's Day).Only you can make this better

While Mr***’s complaint contains some factual information, a majority of it is exaggerated and/or completely false. This Revdex.com complaint was filed a few days after he threatened us by stating, in a text, “I look forward to doing as much damage to your franchise reputation as I canIf there
is a way to prevent people using your services I will”. Mr*** hired us, while he was out of town, to clea water damage in his unfinished basement. The clewas complicated due to the presence of oil in his basement which spread throughout the entire basement with the water. When we arrived, our technicians observed the presence of an oil smell throughout the house, and a flooded basement with a large amount of personal property, most of which was contaminated by the oily water. Our technicians extracted and pressure washed the basement, placed plastic on the concrete floor, and then placed the contaminated personal property on the plastic. The plastic was placed on the floor in an effort to contain the saturated contents and keep it from re-contaminating the cleaned concrete. Due to the oil contamination, the affected personal property was damaged beyond repair and would have normally been discarded at that point. However, Mr*** had not been home yet to evaluate/inventory his damaged items, and coverage had not yet been confirmed by his insurance company, so we determined that it would be best to place the items on plastic until he returned home and it was established whether or not his insurance company was going to pay for the replacement of his damaged property. When he returned to his home days later, on Sunday, May 8th (Mother’s Day), he was very upset that his personal property was still wet, and that some of the oily water had leached out of his contents and ran off of the plastic and on to the concrete floor. Two of our supervisors and one lead technician responded to his home on that Sunday evening, to respond to his demand that nothing had been done in his home. Initially, Mr*** was very combative, getting in one of my supervisor’s face (Ryan) and yelling obscenities at him. The overall consensus of our supervisors and lead technician, was that Mr*** was attempting to instigate a physical altercation with RyanRyan maintained his professionalism and ultimately left the home to help diffuse the situation. The remaining supervisor and lead technician stayed in Mr***’s home for several hours, and were able to resolve his concerns. Two days later (May 10th), after Mr***’s insurance company confirmed that they would pay for the loss, Mr*** signed an additional contract with us to perform the inventory and disposal of the contaminated contents, and to also pack-out and clean the salvageable contents. This process began that same day, and continued for straight days. During this process, Mr*** was very pleased with our work and was offering our employees gifts while they were working in his home. Once all of the contents were removed from the basement, we pressure washed the concrete floor again and provided additional odor removal techniques, which was all approved by Mr***’s insurance company. The final work that we performed in his home was duct cleaning, at which time there was no longer an odor in his home. Ten days later, after his insurance company refused to replace all of the carpet in his home, including levels above the basement, he called our office to complain that there was still an odor in his home and that we would need to replace the carpet throughout his home, at our expense. I immediately offered to meet him in his home to evaluate the odor he stated was in his home, and he adamantly refused to allow me to do this. The turning point for Mr***, and his attitude with our company, was when we told him that we would not replace all of the carpet in his home for the following reasons: We did not put the oil in his home and, therefore, we were not the cause of the odor The last time our workers were in the home, the odor was gone3. He would not allow me to meet with him to see if some odor may have returned, and allow me to resolve the situation, if there was oneMr***’s insurance company has agreed with the work we have done, and has agreed to pay us 100%, but Mr*** has made every attempt to block their ability to pay us. At the time of this writing we have not received any money, and we are currently owed $16,for the work that was approved, and we performed. We are in possession of the personal property that Mr*** authorized us to pack out of his home, and have assured Mr*** that we will return the items when we are paid in full the money we are owed. I have asked Mr*** to show me any pictures or videos that he claims to have which may contradict my understanding of the facts, but he has refused to do so. The supervisors who were involved in the various aspects of this job have read and agree with the contents of this letter

While our opinions differ regarding several of the events that transpired, we are currently working with Mr*** towards resolution in this matter

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Service Masters was recommended by my insurance company and I was trusting that their professionalism in cleaning and extracting ALL of the water from my home. I have attached 4 pictures from their own photo library.Photos:1. Shows the containers placed on plastic with water is the front 3 clear containers.2. Shows different few of the same area zoom in on the clear containers and you will notice water in the containers and a wet mattress. There was water and oil under the plastic. All of which was left to add to the odors in my home.3.Picture of the dry storage, you can see where the main line disconnected and where all of the water came in to my home. On the left you see property still on the shelves wet and never touched. The blue containers on the shelves still has water on the top of the containers. This was ALL left standing for 4 days until I demanded that Patrick and Ryan who was suppose to be supervising my home. When I returned 6 of the 10 fans where not working. How are things supposed to dry?4. Shows where they placed a fan to dry but was not working and they left the wet carpet on the landing and 2 stairs in place. Along with the drywall. Service Masters charged for removing carpet and drywal but never did. The towels on the stairs were placed by my pet sitter and weren't moved until Saturday. My pet sitter took many other pictures of the terrible job Service Masters completed.Rob, State Farm has issued a check for over $5,000.00 for the inventory work you completed and is coming to you. I signed up with your company to do the inventory because it was the easy and quickest thing for a man who has a handicap and was promised by Patrick that he would make it right. He also told me he would do the right thing when it came to the charges. The other amount you want will be cut down to reflect your overcharges because of your employees failure to do the very thing you were hired to do, extract ALL of the water.You can count on me doing everything I can to prevent you from stealing from me and State Farm. I have over 40 pictures and 5-8 videos. 1 showing Patrick, Ryan and Jodi admitting the water was left and was their fault.I have neighbors, Pet Sitter and Friends who saw and smelled my home the day I got home. (Mother's Day).Only you can make this better.