ServiceMaster Professional Cleaning

ServiceMaster did not fail to meet contractual obligations It is our standard practice to label each box and we have acknowledged that unfortunately there was a failure to label ever single box with a sharpie outlining more specifics of the content and location of the box Each box was however barcoded and tracked for inventory control Again, this was done with the use of a barcode reader app on the Ipad so one would not have noticed a “traditional” bar code reader in the hands of our moving and packing crew Our contract does not state we are obligated to label ever box; that is a practice we perform on every job to assist in the process ServiceMaster apologizes for this service failure and has utilized this situation as a training tool to improve our teamPlease refer to previous responses regarding the communication logs with the insured in this caseServiceMaster understands that unpacking of boxes is a labor intensive process Unfortunately that is a process that is currently not covered as part of the insurance claim as we were contracted to pack, store, and then return the items to the home

Complaint: ***I am rejecting this response because:
Service Masters had explained what they were going to do with my household goods, regardingthe moving and storage of sameI agreed to those terms.When the actual move began, Service Masters employees were not labeling thehousehold items and were just piling them into boxes and stacking them together without regardto what rooms they came from, or what items were in individual boxesWhen I asked about this,I was told that a bar code system was being used.Regarding Service Masters' response to the bar code statement: At no time did I seeanyone using a bar code reader to identify the room origin on any of the boxes and when myitems were returned, the movers were unable to tell me where each box was to goThe directresult of this lack of information and identification of boxes left me with no option but to dealwith each box myselfI had to attempt to open each box, check the contents and place themwhere they were supposed to goThe whole process for me was extremely labor intensive andnot what Service Masters had proposed in their original statementsEven Service Masters intheir correspondence had made mention ofthe labeling and bar coding they supposedly use whenperforming item moves from households to transportsObviously Service Masters did notmaintain a chain of custody inventory as they claim they do.When Service Masters returned the boxes with the household items I made a point ofnoting to them that my larger pieces of furniture, such as my oak table, entertainment center andlarge speakers had not been returnedThe chairs for the oak table were returned, but not the tableitself When I asked about the missing items, I was informed that the storage unit that hadcontained my items was completely empty and that everything had been returned that had beenthereI contacted Services Masters' office in Seattle and complained about the missing itemswhich I was informed days later had miraculously been found in the empty storage unit.Regarding Service Masters stating that they had attempted to contact me on numerousoccasions about my missing items and were unable to do soI had made a number of my ownattempts to clarify this situation and had received no responses back; my last attempt was onNov7thFinally when I withheld payment prior to the 7th, I was told the missing items werebeing returned.When I was asked to sign a document stating I was happy with the service, I refused duein part to the afore mentioned missing items and the lack of labeling on the boxes left in myhome by the moversThe result of all this left me with no recourse but to call the generalmanager for which I was given a number, but I called the number in Seattle and was told thatbeing a weekend, no one was available to take my call and that my information would be passedon to the appropriate personLater that night, a voice message was left on my phone telling methey would re-check the warehouse for the missing items.Taking into account that I have not completed unpacking all the boxes, I have to believethat all items as of this date (1-03-17) have been returned, but my labors to unpack have notceasedIt is my belief that all items in my home should have been returned to the proper roomsand completely unpacked from the storage boxes by Service Masters personnel as I wasoriginally told they would doI feel that Service Masters has not fulfilled their agreement theyhad with me and that some fine, penalty and compensation to me, should be imposed.Sincerely, *** ***Sincerely,*** ***

Dear Revdex.com,
I have attached a word document on behalf of ServiceMaster in response to this unfortunate situation that has taken place with our customer, Ms***. We are deeply sorry that there remains concerns that we have not been able to mutually resolve without involving the Revdex.com.
The attached letter is a copy of a response previously submitted to Ms*** in reply to a letter we had received from her just weeks prior. The letter was not edited for this reply as you will notice the general discussion points are very similar in nature as to the content of the claim recently filed with the Revdex.com
ServiceMaster hopes that this situation can be mutually resolved and will continue to work with Ms*** toward a resolution
Re: ***
To Whom it may concern:
On 12/12/we, ServiceMaster, received a service complaint from Revdex.com. The complaint was filed by our customer Ms*** in regards to the handling of her personal effects related to a water damage in which a claim was filed with her insurance company. We are saddened that Ms*** felt the need to contact your office and are confident that the concerns stated below can be rectified in an acceptable manner. Below you will find our reply and comments to the complaint that was filed by Ms***:
Ms***’s Concern: The way I understand it is when you move boxes back in they are unpacked and set back in rooms and the house items are put back in working order
ServiceMaster’s Response: We are sorry for any misunderstanding regarding the process in the handling of your contents. Our notes indicate that on multiple occasions our project manager outlined the packing and moving process and made sure you were notified that the insurance company typically does not pay for the restoration company to unpack boxesIt is quite uncommon for an insurance policy to cover the cost of unpacking boxes. We are happy come and do the unpacking on behalf of the insurance company should they choose to cover this expense; or we are also able to do this based on our move back and unpacking rates
Ms***’s Concern: When Service Masters moved back my household items and boxes it was not done correctly in the first place (boxes not labeled as to what Rm or what items are inside boxesI was brought back boxes or so with nothing labeled not knowing what was what?
ServiceMaster’s Response: We apologize that your boxes were not properly labelled on the outside fo the box. Our pre-printed boxes do have a side in which details can be populated on the outside of the box; such as room in which the items came from, and the process the contents went through. Unfortunately it appears the boxes were not labelled with handwritten information and for that we are deeply sorry. We will use this opportunity to review this service mistake with our packing technicians. We did label each box and item with a green label/barcode and item number which is recorded electronically. This recording is part of what constitutes the chain of custody for each item that is moved in and out of the home. The chain of custody does contain enough detail to indicate in what room the box was packed. This chain of custody is provided at the time of the move back and a signature is requested from the insured stating the items were returned. Our technician noted that when the move back of items was completed on 10/you refused to sign his tablet confirming receipt of the items that he had returned that day.
Ms***’s Concern: seater Oak table and mahogany entertainment center and large speakers were missing the day the boxes and items were brought back I reported missing items to Seattle branch and received a text back about missing items stating they would look for items4-days later I contacted them stating if they did not find my items I would repurchase items and received a call back stating they found items and would be returning them to my house
ServiceMaster’s Response: We apologize that the items mentioned above were not returned on the same day as your other belongings. Our technician noted in the file that he informed you the items that were not returned were located in our warehouse and we offered to return them on 10/31. At your request you were given the phone number to our General Manager on 10/to discuss the missing items. According to our notes you reached out to our GM on 10/around 6:pm and the call was routed to our On Call Manager. Just after 7:PM our GM left a voice message for you requesting a call back to discuss the situation. A call back was never made to our GM or the on call service over the weekend. Our notes indicate the items were then returned on 11/1. We apologize that those items were missed on the initial delivery on 10/and for any miscommunication between us
Ms***’s Concern: They placed items on porch and as of today they are still there
ServiceMaster’s Response: We regret that items were left on the porch and remain there. Upon further discussion with our technicians and project manager it appears the items were placed on the porch at your direction. We will gladly move the items to inside of your home. Please contact us to arrange a date/time so that the items can be moved inside
Ms***’s Concern: ServiceMaster professional cleaning was paid for a job that they did not finishI am unpacking boxes and it is more labor intensive and taking longer than need be
ServiceMaster’s Response: We understand your frustration in having to unpack boxes as it is a labor intensive process. In this situation we were contracted by you, on behalf of your insurance company, Nationwide, to perform water mitigation services which required the moving out of your personal belongings. Unfortunately, the cost of unpacking the boxes is not part of the work that the insurance company covers and, therefore, we did not pass on any charges related to unpacking of boxes. All services that we have charged for have been completed while an outstanding balance owing to ServiceMaster remains at this time
Ms***’s Concern: They are stating they are trying to reach me and had no trouble reaching me before with my same contact info and it is the same contact name & number
ServiceMaster’s Response: I have reviewed our notes and only see a short time period in which it appears we were not able to reach you. Our file indicates that our Accounts Receivable department left a message for you on 11/with no return call and then our project manager also left a message on 11/with no return call. Our office then mailed a letter requesting payment for the services that were performed
Ms***’s Concern: Just to note I have been in contact and each time was told they would talk to manger on multiple occasions and make this rightWorker that brought boxes back clearly stated this was "done wrong." Aug-Novthis back and forth texting has lasted and barely received letter Nov29th received first official letter stating opportunity to discuss matter in questionAll along I have stated problem and some type of compensation/solutionNov offered written solution because it has been two months since Service master stating they would make it right and still have no concrete word as to how
ServiceMaster’s Response: We apologize that you were not directed to a manager when you had requested one. Our notes do not indicate there being any sort of concerns with our work or you wishing to speak to management until the move back on 10/and the surrounding circumstances addressed above. We are looking into the instance in which our technicians stated the job was “done wrong” and will use this as a training opportunity for those involved We are sorry that there seems to be a long drawn out concern regarding services performed and compensation/solution to problems. According to our notes in the file we were in a holding pattern waiting on the contractor to prepare your house to receive your belongings. Once your house was ready we made the move back on 10/28; we don’t see any record of any issues prior to 10/in which the boxes were not labelled and also not unpacked. We then proceeded to make contact in mid-late November to attempt payment for our services that were performed. This contact includes our attempt (phone and letter) to receive payment for the water damage mitigation that began in late August and also the handling of the personal contents. Our notes indicate that payment was made by your insurance company to you around 10/for all of our services performed with the exception of the move back
Ms***’s Concern: I would like bill marked as paid and no further action taken against me as the 29th statement suggests. I paid short and want to be compensated for a job that I am doing myself that they agreed to do
ServiceMaster’s Response: Our services were billed in the amount of $9,for the work of water damage mitigation and also packing, storing, moving contents. There are no charges in our invoice for the unpacking of boxes. We have verified that our invoice was accepted by the insurance company and paid to you in full in the amount of $9,138.44. To date there remains a balance owing of $1,that was paid by Nationwide to you for the work that we performed. Unfortunately, we are not able to just walk away from $1,that the insurance company paid for services that were performed

Complaint: ***
I am rejecting this response because: To whom it may concern:Just to clarify, none of the boxes were labeled with a sharpie.You have clearly stated in your correspondence "that unfortunately there was a failure tolabel ever single box with a sharpie outlining more specifics of the content and locationof the box." This would confirm that I had to find out the contents and location itneeded to go to; which consisted of opening boxes in front of your workers whomsupposedly knew the contents and rooms that they went in and that has caused meconsiderable confusion and has takin up a great deal of my timeThis obviously indicatesthat I had to do something that is clearly your contractual responsibilityAs far as theinventory control it would help Revdex.com and I, to clear up much of the confusion, if youwould provide your inventory record with a list of the contents of each box and whatroom it came from, particularly if it is barcoded as you have stated and which alsoimplies that your workers that day should have had this electronic device to guide themin at least being able to place my boxes in the correct room to prevent them from notblocking off the kitchen with a wall of boxes and forcing me to store kitchen furniture,etcon porchIf this barcode reader was used as you claim then why wasn't it used toreturn the boxes to their original location? Please provide a printout of numbered greenbarcode and what comes up with each numbered code as you type it into the IPadIactually include three boxes and tags with green labels and number's so you could type inthe code and it should pop up with the room location description.Providing these code numbers, should according to you, give the location that each boxbelongs and contents inside.Refer to attached green labels pictures *** *** ***If you do not label each box then whose responsibility is it to remember the room andcontents of each box, it seems like that would be very unprofessionalThe service failureand the aftermath does not help me out in the mess you left me in!I am not requesting compensation for a unpacking of boxes I am very capable ofpacking boxes that have been packed with like items and by roomThis was clearly acase of you leaving me lost with boxes not knowing where they go do too you nolabels no printout, no one showed or told me what an IPod app said about where to putboxesBoxes were not done in right in the pack out and did not leave rooms andcontentsSomeone would have had to memorize the boxes and where it went, &what was inside and what room they belonged in.This was unprofessional and seems to me that, someone did not do their jobcorrectly not just once, but with a whole succession of missed, or failed steps! As youclearly apologize for on five occasions and continue to state, it was a "service error" incommunication but fail to take accountability with this specific customer and for anyhardship it has come to have caused.Then to top it all off, I have receipts that state I paid SM short for a job not donecorrectly as promised(SM agrees multiple times it was not done correctly which entailssomeone had to deal with the error.) An invoice number 4719, dated 10//16postmarked feb-states I owe $1,with a new total of $1,851, SM was paidthe amount of their agreed price, minus the $1,withheld by me for the hardship Iendured dealing with SM's failure to complete their contractual agreement lack oflabeling the boxes and returning them to the rooms they were taken from.The amount of the quote to the insurance company was very specific regarding theprice for all services to be performed and now SM is attempting to add additional chargesthat have no merit in this case.The only conclusion I can come too is that SM is prolonging this whole thing inthe hopes I go away and just pay their demand for the $1,(refer to Service Masters'response dated 12-20-in attachments included)Further, this new bill I have receivedonly seems to be another way to intimidate me and make me give up my claim againstthem.I hope SM at least shows provides documentation of what I have specially requested andmakes a solution and this doesn't drag on
Sincerely,
*** ***

ServiceMaster did not fail to meet contractual obligations.  It is our standard practice to label each box and we have acknowledged that unfortunately there was a failure to label ever single box with a sharpie outlining more specifics of the content and location of the box.  Each box was however barcoded and tracked for inventory control.  Again, this was done with the use of a barcode reader app on the Ipad so one would not have noticed a “traditional” bar code reader in the hands of our moving and packing crew.  Our contract does not state we are obligated to label ever box; that is a practice we perform on every job to assist in the process.  ServiceMaster apologizes for this service failure and has utilized this situation as a training tool to improve our team. Please refer to previous responses regarding the communication logs with the insured in this case. ServiceMaster understands that unpacking of boxes is a labor intensive process.  Unfortunately that is a process that is currently not covered as part of the insurance claim as we were contracted to pack, store, and then return the items to the home.