Servpro Inc.

Once again, we are not the company that serviced this individualServpro is an independently owned and operated franchiseAt the time the customer called, we, Servpro of North Rock County, were servicing a lot of customersWe had very high call volume due to the amount of flooding in the areaWe were in contact with this individual and told this individual that due to the high call volume that we were experiencing, that he would be placed on a listAccidently, he was missed on the list, which we do very much apologize forServpro of North Rock County does our best to service every customer call but at a time like that, we as Servpro North Rock County cannot service all calls that come in and mistakes can and do happen and we apologize for thatThe individual called and started yelling and cursing at our Servpro RepresentativeThe Servpro Repasked the individual if they still wanted us to come out, and the individual never responded and hung up the phone on the Servpro RepThe Servpro Reptook that as he was upset and that the individual would then find another company to servicehimThe following day between the hours of 6am and 8am, the individual calls the Servpro Repand just went off by yelling and cursing once againThe Servpro Repapologized and told him he was unsure of what the individual wanted as the individual never responded to the reps question of coming out there and just hung up the phoneAfter the individual heard that, the individual called our Servpro Repf*ing stupid or f*ing itAfter hearing that, the Servpro Reprecommended the individual call another restoration company to service theindividualThis individual has accusations as we do not curse to our customersWe are a professional restoration and cleaning service and we provide the utmost service to our customersI am sorry that this customer was missed and unhappy and we could not service them, as many others we could not service eitherThat is why another franchise, Servpro of Madison, got involved and helped this customer outThis individual’s complaint of his bill is out of our hands and has nothing to do with our franchiseLike I stated in the beginning, Servpro of North Rock County is individually owned and operated and that goes for Servpro of Madison as wellIf he has a billing dispute, we, Servpro of North Rock County, have nothing to do with that end of it as we did not service this individual

This customer put a complaint on the wrong Servpro. We did not service this customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of...

the offer I reviewed appear below.
They did not assist me, their employee cancelled my appointment after no-showing 3 times over several days.  Employees are from the Janesville location which is owned by this group.  I know this because their employee Janet told me so.  Ultimately the service was provided by the Madison location because of this failure, at the direction of their corporate office.  This appears to be yet another attempt to just brush this aside and force me to pay.  They keep delaying discussion of this and all of them refuse to accept responsibility.  Corporate, Madison, and this location.  The longer they are able to delay this the more they are going to try to charge me interest, harass me for payment, and probably start damaging my credit rating.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My view?  This company is unethical and irresponsible.  I will file a complaint with the department of Ag, then sue them.
Regards,
[redacted]

Servpro is a Nationwide Service Provider specializing in professional mitigation, remediation and restoration services for Water, Fire and Smoke Damages sustained by Homeowners and Commercial business Owners;  Servpro has Alliances with most Insurance Providers called “National Accounts” with...

the goal to provide the top quality services based on Industry Standards developed by the Insurance Providers and the Companies that provide these select professional services for disasters.  These specific services provided are determined jointly between the owners of the damaged structures, Insurance adjusters and specific companies such as Servpro who provide these particular services.  On July 28, 2016 we responded to a Residential Fire and Smoke Damage claim of Ms. [redacted], located at [redacted]. Orfordville, WI  53576; The Call Center provided the contact name as Ms. [redacted], the Insurance Company involved,a contact phone number and claim number under her policy.  For most homeowners, this is their first experience with a personal disaster and often times companies such as Servpro, will direct them to their insurance company first and in turn the insurance company, will contact firms such as ours to provide restoration services for the home or business owner.   The process for fire restoration and remediation is not determined by US alone, but by a collaborative effort developed over many years, primarily by the insurance industry with input from Companies like us, that serve the industry.   What many Homeowners fail to see is that the insurance company is paying the claim and they will only authorize what they determine to be the scope of work to restore the residence back to its original condition before the fire.   The Insurance Company together with the homeowner and the service company estimator will come up with the basic plan of action to mitigate the damages sustained by smoke and flame to the structure primarily and if insured, the contents secondly with a rebuild for the structure, if insured and necessary.  Each disaster is significantly different and no two are alike in nature. The Authorization to Perform Services and Direction of Payment is the first form provided to the Homeowner for their signature to authorize the scope of work that was determined by the homeowner, the insurance adjuster and if we are on the scene, one of our estimators.  The unusual circumstances behind this case was that [redacted] was not the Homeowner; however, she is the renter affected by the kitchen fire, that caused fire and smoke damage to the residence.  She reported the fire to her insurance company, and filed a claim on her renters insurance policy.  On this form, we address the financial responsibility of the customer to pay Servpro upon completion of and for any services that they authorize us to performincluding structural repairs or mitigation to contents from smoke or flame.  Ms. [redacted] signed and authorized all of the structural damage repairs and the mitigation of the building contents that were insured under her policy; thus the reason for Ms. [redacted] initially receiving all invoices associated with her claim.    This is not a normal scenario, as we rarely have a renter with homeowner structural coverage when they are not the homeowner; consequently, the reason for Ms. [redacted] receiving all of the initial invoices due to the lack of involvement or knowledge of the actual Homeowner, Mr. [redacted].    Upon completion of the work under the estimate,  the Policy Holder and most often times, the Service Company are issued a check jointly to ensure payment to all service providers for the services that were rendered and determined necessary by the insurance adjuster and the policy holder.  In some cases, the Homewoners are paid directly by the insurance with the expectation that they will pay the service providers as in Ms. [redacted] case.  Mr. [redacted] being the owner of the building, was paid directly for the services provided as they relate to his structure; Ms. [redacted] was paid directly by the Insurance provider as they related to her contents that were damaged by smoke or flame.  Mr. [redacted] upon receipt of his invoice, paid us immediately for the structural damage restoration/cleaning that we invoiced to him and Ms. [redacted] was expected to pay for the services that she received for her contents that were smoke or flame damaged and invoiced to her.  Please keep in mind that the form above addresses the Direction of Payment in regards to the payment received from the insurance provider as reimbursement for the services received.  After speaking with Mr. [redacted] and the insurance company involved, we were provided with the documentation of proof of the claims paid with the amounts, and to whom they were paid.  Servpro of Lake Geneva and Rock County attempted to collect invoice, $ 1,882.03 for services authorized and rendered in full and were paid to Ms. [redacted] upon the completion of the services in August 2016;  Our Project Managers have spent many hours in attempts to try to work out some agreement between Ms. [redacted] and Servpro to no avail.  The last communication attempt by email (attached) was between several of the PM’s involved and Ms. [redacted] claims of knick-knacks that were allegedly damaged during cleaning.   Ms. [redacted] has made no attempt to pay her bill and honor the agreement that she signed, nor has she provided an explanation or reasonable excuse for non-payment when she was paid by the insurance company in August of 2016 .   Ms. [redacted] has left us no recourse to collect the money that is due our company for the services that we provided and she was paid for over 7 months ago.  We have been unable to reason with her and communications we have received from her via email still do not address our payment. I have attached as documentation, our Signed Agreement, Ms. [redacted] Certificate of Satisfaction, Original Invoice and the last communication that Our Project Manager, Mr. Tim [redacted] sent to Ms. [redacted]  on December 13, 2016 with no results.  [redacted] [redacted]Accounts Receivable SpecialistServpro Of Lake Geneva and Rock County120 E. Sheridan Springs RoadLake Geneva, WI  53147262-248-7588