Servicemaster/Shenandoah Valley

Review: Water and Mold Damage on the property. Contractor brought out equipment and not communicate what the terms are, the job was not done. Reason from the company is that they have other jobs to do. Prioritization and Project Management was wrong.Desired Settlement: Charges billed should not have been paid. Job was not done and mold still exist.

Business

Response:

We received a call to inspect a water damage for Mr [redacted] (not sure of the date). During the inspection mold was discovered and we notified the adjuster, he then instructed us not to proceed until he confirmed coverage. Once coverage was confirmed we received the assignment on 6/27/14 we went out that day and removed some wet carpet and carpet pad. We also set a dehumidifier to stabilize the remaining wet/mold contaminated building materials. We told [redacted] that we were very backed up with mold jobs and we would get to him as soon as we could. The project manager on the job inspected the loss a few times over the week and told them we were a couple weeks from being able to start the mold remediation. On 7/9/14 I received a call from their son [redacted] complaining about our service and the time it was taking to get the work started. I tried to explain that we were extremely busy at the time and that they were next on the schedule, it was hard to give an exact date at that time because the job we were currently on was a very large job. I told him it would be at least the following week before we could begin. He then became very sarcastic with me and I decided to tell him that there were other companies that could help him and that I thought he should pursue that option. He then asked for our business license number so he could file a complaint. I gave it to him and told him that we would remove our equipment from the house that day.

We removed the equipment and billed the insurance company for the work that we had performed. We only charged 3 days rental on the drying equipment since the delay was due to our schedule. We have been paid for that invoice.

I have attached a copy of our invoice and a few pictures from the loss. Let me know if you have any other questions.

Thanks,

General Manager

Servicemaster of Shenandoah Valley, Inc.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

In response to this... Regardless of the situation better communication and oroject management methodology should have been done. An excuse of having a much bigger job is totally un acceptable. What should have happened is to not commit to something that could not be done on a timely manner. Again, Project Management 101.

Regards,