Servicemaster Clean

Initial Business Response /* (1000, 5, 2015/07/23) */
Contact Name and Title: *** *** Branch MGR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@smdsi.com
I was never initially contacted by the customer*** and Gary discussed it and I was not informed of the situation until
7/at which that point I set up a site visit for 7/which I did completeI picked up the broken door and assured her we would have it replaced with something just as good, if not better and stronger than what she already had in thereIt is in our wood shop now being cut and trimmed with new hardware and a lockOnce I was aware of the damages, it hasn't even been a matter of day's and it's being taken care ofWe at ServiceMaster DSI pride ourselves on being the best in customer service and I'm going to make sure that she is a satisfied customer at the end of the day
Initial Consumer Rebuttal /* (3000, 12, 2015/08/11) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfactionHe/she also stated:
Thank you for assisting meThere has been resolution and my door has been repaired
Final Consumer Response /* (2000, 13, 2015/08/11) */

Frbruary 2014, I experienced water damage in 3 areas of my home and filed a claim with my homeowner's insurance for the repairs. I called Servicemaster for an estimate and somehow spoke with the Sturtevant location, which is very far from my home. I did not realize at the time that there were other locations that were closer, as I called the number in the yellow pages. I received a call from a [redacted] who stated that they didn't need to work up an estimate and that they would just work with my insurance company. I did not feel comfortable with that, so I expressed my need for a written estimate. After 3 cancellations from them, [redacted] came out to look at the areas, measure, and put together an estimate. The estimate was very high and the insurance company immediately became nervous. After 3 weeks of going back and forth with Servicemaster, my field adjuster, and main adjuster, they came to an agreement on what was really necessary to restore my home to it's original condition. They agreed upon esitmate was several thousand dollars less than the original estimate from Servicemaster. The crew came out to open up walls and ended up putting 2 fans in 2 of the areas that were still wet. Then, after 4 days of drying, the (supposed) drywaller came to put the new drywall up. I was shocked at the horrible quality of his work. It didn't look like he sanded at all to blend everything nicely. I had sand texture on all the walls except my Great Room, which had a plaster texture on it that they assured me they could duplicate. The finishes on all the walls had to be re-done several times as they were not acceptable. Then, the affected areas were to be painted, but to my dismay, they claimed they had to paint 2 full rooms becasuse the colors didn't match. I knew that was a lie because I gave them my original paint buckets. The only room that was to be completely painted, was my kitchen. After seeing the quality of their work, I told them to only paint the affected areas. This job was supposed to be done quickly as we are trying to sell our home. My house was a complete disaster. They even painted a closet the wrong color and had to go back and repaint it. I had to put the second coat on so it looked decent. On top of all this, my new hard wood floors were scrathced badly. They had their head guy try to fix it and he made it worse. If you want a quality job done by professionals, do NOT call Servicemaster.

Review: I spoke with [redacted] at Service Master and arranged to have our carpets cleaned. We had agreed that they would give us an estimate and then do them. The price was fine. We also discussed the furniture being moved and she stated that they would move the furniture and place it on blocks when they were done because the carpets would be wet. She also stated that if we wanted to move the furniture it would probably save us money, but I told her we probably wouldnt have time to do that. On the day of cleaning, June 12th, 2014, my husband arrived at home less than 2 hours after the appt at 12 noon. He was in shock that none of the furniture was moved and it appeared that the tech only vacuumed around all the furniture as the marks were not from a steam cleaner and there was no moisture in the carpet whatsoever. Also, none of the spots were gone...the carpet did not look any different except for the vacuum marks. We called the company and told them what we found and they wanted to send someone back out to do them again. After much back and forth with the company and discussions amongst my husband and I, we decided that we did not want them back as their work was so bad, we did not have the confidence in them to clean our carpets. We had them redone by [redacted] on June 19th, 2014 at 10am. They did a wonderful job and the marks were entirely different, spots gone, and furniture moved. We told Service Master that we were not paying for the work, as it was not done and they continue to ignore that and continue to try to send us a bill.Desired Settlement: We already refused to pay them for the service as it was not done. So, we would like a "refund" in the form of no payment due.

Business

Response:

Mrs. [redacted] called and requested an estimate for carpet cleaning and a 1 time house cleaning. ServiceMaster went to the home on 6-9-14. [redacted], our janitorial manager, went out and provided the estimate. Mrs. [redacted] called and scheduled the carpet cleaning for 6/12/14. [redacted], our employee of almost 5 years and #1 in customer compliments, cleaned the high traffic areas on 6/12/14. The total was $156.00. Not $200 like the complaint states. His appointment time to arrive was 12:30-1:30. He arrived at approximately 1:00 and left at approximately 2:50. See attached [redacted] (GPS tracking)reporting. We were there for almost 2 hours. I know we did more then vacuum. As you see based on Estela's original estimate on 6/9/14 it was pre qualified as carpet with pet odor and pet stains. Maybe the truck mount was malfunctioning etc. Sometimes that happens but we always guarantee our services. As stated in the complaint, we were unaware that Mrs. [redacted] wanted the furniture moved. It does not state that on the estimate paperwork the [redacted] created or when the appointment was set up for the actual cleaning on 6/12/14. We had two different employees have two different conversations with Mrs. [redacted] at separate times, neither one of them documented that she wanted the furniture moved. It must have been a misunderstanding or not communicated at all.

Mrs. [redacted] called the evening of the 12th to state that her husband believed we did not clean her carpet at all. The message came through on our answering service after hours. See attached document. We called her back on 6/13/14 at 8:40am and left a message to schedule a re-service. When Mrs. [redacted] called back she stated that her husband came home an hour after [redacted] left and that the carpet was dry. She stated it looked like all we did was vacuum. She then said quickly she had to go she was in a dr. appt. and hung up. She called back and rescheduled a re-service for 6/19/14. She added 14 stairs to be cleaned as well.

When speaking to Mrs. [redacted] after the original cleaning we were very apologetic to her concerns and scheduled the re-service happily. We wanted her to be satisfied. We guarantee our services. It was not until Mr. [redacted] called and was speaking inappropriate to the office that things went down hill. On 6/14/14, [redacted] called and left a message with our answering service that he did not want us to come out and fix the carpet. Our office called him back on the 15th to inquire about the cancelation. He became agitated and started using profanity and condescending remarks when speaking to the office. Then he called back and wanted [redacted], the owner, to go out personally to see the job that was done.

This had become a very confusing situation speaking one day to Mrs. [redacted] and getting one story and then speaking to Mr. [redacted] another day getting a different story. We did everything we could do to resolve the situation. ServiceMaster has maintained its professionalism at all times. We are sorry this situation has occurred.

We assure you this is not the norm for our company. We have won the "[redacted] Readers Choice Best Carpet Cleaning" award the last 5 years in a row and "[redacted] Best of the Motherlode for Carpet Cleaning" award last year.

If you have any further questions, please do not hesitate to contact us.

Sincerely, [redacted]

Vice President

Business

Response:

Business states that at this point they would still like to collect the $156 owed by the consumer for the services provided.