ServiceMaster of Greater Pittsburgh

Review: In Feb 2010 we suffered snow damage due to the sever snowfall in the Pittsburgh area, as a result our insurance company ([redacted]) covered the damages and we went through Service Master. We were covered in our entirety form [redacted] for the damages and contracted Service Master to do the work. In our Game room, we had a Berber carpet that [redacted] reimbursed us for at almost $2600 ($4.24 a square foot). Service Master had us go to [redacted] Flooring in Murrysville and told them to show us a comparable carpet for the same price. We selected one that we were told was in the same price range, however, we have since come to dined out that the carpet we purchased then is only valued at $1.63 a square foot. I have the ITEL report from [redacted] insurance to verify this claim. That is a significant difference and the reason this has come to light is that we had water damage in our home and [redacted] reimbursed us not nearly the amount we thought we paid for the carpet so they did the testing and came back with the value of the carpet. We have since contacted [redacted] at Service master to receive the records of the carpet we purchased but have gotten no calls back from this man. I contacted[redacted] flooring who says they do not have the records due to a computer upgrade. I then contacted the Corporate office of Service Master in Tennessee and the person spoke to there never got back to me either. When contacted today, they left a voicemail stating that they never heard of us before. I find it hard to believe that a company the size of Service Master does not have records of an insurance claim form 3 years ago. All of the records I have do not show an itemized receipt, just a lump payment due. I would appreciate action on this quickly as we have been getting blown off since April on this. I am also going to be contacting [redacted] news about this because people in Pittsburgh need to know not to use ServiceMaster.Thank you[redacted]Desired Settlement: At the mininum, I want reimbursed 100% for the total amount of carpeting that [redacted] reimbursed us for originally (around $2600), plus applicable damages for the time and energy involved in dealing with this as well as for the fraud perpetrated on us by this company. I have the estimate from [redacted] that shows how much they reimbursed us for and can provide that upon request. If need be, I can retain legal counsel and pursue via that avenue, but would rather not.

Business

Response:

This customer felt that they were provided carpet that was of lesser quality than what the insurance company had allowed. They believed that because in the process of settling the claim the insurance adjuster provided a carpet allowance for the carpet replacement that was never shared with us as the contractor. Our original quote for carpet replacement was $2230.61. The homeowner was paid 2905.22 according to the estimate produced by the adjuster which we received 2 years after the project was initially completed as part of this investigation. We were paid $2230.61 which was our original quote. Subsequent investigation showed that the carpet retailer may have offered an undervalued carpet for installation which the homeowner approved for installation when at the showroom. Investigation revealed that the amount of 252.28 was the difference between what our original spec for carpet per $2230.61 quote was vs what was actually installed. ServiceMaster was never shown the paperwork placing the carpet replacement at 2905.22. Homeowner received the 2905.22 from insurance company paying the contractor the $2230.61 based on contractors original scope and quote.

Customer alleges fraud and deception on the part of our company. Our failure was not insuring that our vendor for flooring did indeed put in the carpet value that we had requested. There was no fraud, deception on the part of ServiceMaster. It must be understood that the confusion here is what the customer was paid by the insurance company and what the customer actually paid ServiceMaster for the carpet.

We provided a detailed explanation of the timeline and history of the project related to the carpet. As we had no knowledge of any "other carpet amount" related to this claim we charged for and received what our original quote was. We subsequently offered to the homeowner as a settlement $252.28 being the difference from what we quoted and what the customer actually received. This was refused by homeowner and a negotiated settlement was made. Documents were signed stating the matter was resolved and closed. Payment was made to Customer as per the settlement agreement with apologies.

Matter is closed

ServiceMaster of Greater Pittsburgh