ServiceMaster Recovery Services

In response to Ms. [redacted]'s ([redacted]) complaint, we have been working with her directly since she brought the issues to our attention on February 2nd.  We believe there were deficiencies in communication  by the Project Manager at the time Ms. [redacted]'s work was done in...

2012/2013.  That PM is no longer with our company and we deeply regret the experience she had. 
Unfortunately, when she "fired" us, we were already at punchlist phase on the project and were unaware the items weren't completed.  We provided a credit of the remaining portion of the bill at the time. However, that doesn't excuse the poor service she received. 
Upon learning of the items needing completion, we contacted the inspector. Working through our electrician and carpentry subcontractors, we understand the electrical and permit issues have been resolved.

When my sister asked me to supervise the work to prepare her house in Wauwatosa, Wisconsin to be sold, I was concerned. The house is big and old with a huge yard and garage. My sister, who now lived in Florida, had contracted multiple myeloma, a disease for which she would undergo months of chemotherapy, surgery, and a bone marrow transplant. I would have to make decisions about her house and hope they would meet with her approval.
In the beginning of January the work to ready the house for a February deadline to place it on the market was nearly finished. Then, around the 20th of January, the neighbors noticed huge icicles accumulating outside the kitchen bay window.
It was a disaster! Apparently, the thermostat had shut off, causing the furnace to shut down. The pipes froze in the upstairs kitchen and throughout the radiant-heated home.
Despair ruled as the worker and I surveyed the damage. All the beautiful work that had been done was destroyed. Water had gushed out of pipes on the second floor, destroying floors, ceilings, walls, and appliances from the second floor, through the first floor, and down to the basement.
I received a call the next morning from [redacted], the Allstate claims agent. We arranged to meet at the house in the afternoon. When we met, [redacted] put my mind at ease right away. He took many photos and outlined the process that would be followed to repair the damage, and contacted Service Master. I truly felt “in good hands”. I was so glad to relay the good news to my sister.
A few hours later [redacted], president of ServiceMaster, contacted me from the house. I met him there where he had already determined what was needed to initiate mitigation. His primary concern was to get heat and air in the house to prevent further damage. It was late, and getting dark, but [redacted] made multiple contacts and mobilized an amazing array of equipment and a generator to power them.
Soon the house was dry and warm. My next meeting at the house was with [redacted] and M[redacted]. The meeting was to determine the repair process to restore the damaged areas with “like and kind” materials. We were also joined by [redacted], the project manager from ServiceMaster. [redacted] had mentioned the meeting to her, and although it was not necessary for her to participate, she chose to join us and aid in the assessment over which she would be manager.
Over the ensuing months, [redacted] proved to be a manager extraordinaire. She always responded quickly and was available any time of day and weekends through her cell phone, text, and email. She provided exemplary service on both repairs due to loss and any additions we required in order to prepare the home to go on the market.
The restoration of my sister’s home exceeded all of our expectations. We are so proud of her beautiful home. We heartily commend the work of [redacted] of Allstate, [redacted], and especially [redacted] of Service Master.
The best part is that at the end of the restoration someone else fell in love with the house and my sister was able to sell it to a wonderful couple!

Service master is trying to charge for work that was never done. We have been telling service master i.e Joey to come out to our house and bring a copy of the work that they claim they did. Numerous calls to service master has gone un-answered for almost a year. Now the insurance company closed the claim. I had to stop payment because service master didn't do what they were supposed to do. Service master is trying to bill the insurance company for work that was shotie at best. All the paper work is so messed up that I refuse to pay a dime until everything is straightened out. I also refuse to let them fix all of the shotie work because of the time frame in witch service master had to repair the damage. Knowing what I know now I wouldn't let service master build a dog house for me. The communication between us and service master is next to nun.2/1/16 Plymouth wi

This business can not trusted the work is terrible and they submitt fraudulent invoices and bill for work and services that were not rendered to my insurance company. I discovered this when I reported damaged to my personal property that they damaged and requested a copy of the invoice in the invoice services were overstated by price and actual work that was done they billed for work that was not done. This company disrespected me and my home and little regard for my personal property which was treated and handled like garbage.