SERVPRO Northeast, Southeast, Southwest Jefferson County/East Louisville

The project manager on this job is no longer with Servpro We have been unaware of any complaints by Mr [redacted] until this was filed, and this job was handled in However, as customer service and satisfaction is very important to us, we will be following up with Mr [redacted] to reach a resolution in this matter

Revdex.com: I have reviewed the response 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 INSURANCEWe contacted ServPro about possible mold in our homeThey referred us to a mold testing company and said once we had that report they would get us an es***ateOnce we received our mold report, we forwarded it to our insurance company and ServProOur insurance required us to have an es***ate before proceedingWe were never going to pay for the job ourselvesWe WAITED AND WAITED for ServPro to complete the es***ateThis is even before the months of waiting for them to do the work.Regarding changes made, ServPro failed to include some line items we specifically asked for during our meeting with [redacted] ***IF he had listened, been thorough in the es***ation, and provided us a detailed and correct es***ate the first ***e, no changes would have been requiredOur scope did not changeOur request did not changeHowever, we did ensure those items requested made it into the es***ate prior to sending to our insurance company.***ELINEOur job started on a Thursday and [redacted] had said that hopefully they’d be done by Friday (the next day) with the cleor worst case scenario they could finish up the next weekThis is certainly nowhere near the ***eframe of monthsThe job would STILL NOT be done if we had not hired another company to finish the rebuild.AVAILABILITYI work from home and was available every single dayHad I not had this flexibility, I would have probably lost my job taking off to be home to ensure they got their work doneDays or weeks would go by in between their visitsThe only ***e we turned down service was when they wanted to move on to an additional line item before others were done correctlyWe also requested they do each line item, vsleaving some completely not done (and saying the room was finished)I gave them the benefit of the doubt at first that this was due to having multiple crews (poor communication), but now it appears to be more purposeful as I see the tactics they are using to “prove” their points in this Revdex.com dispute.DUSTThe reason containment barriers are used are to contain areas of demolition and the resulting dust to those areas of demolitionI repeatedly (every ***e ServPro was in my home) asked them to fix, put back up, re-tape, address, put up more (where they should have been in the first place) their containment barriersServPro’s poor quality containment barriers or lack thereof allowed dust and mold spores to go from contaminated parts of our home to every room in our homeOur mold retest confirmed thisThe mold present in our retest came from our contaminated and poorly cleaned, demo’d bathroom due to insufficient cleaning and improper containment barriers.BATHTUBServPro quoted the bathtub removalServPro provided the licensed plumberServPro contracted with and paid the licensed plumberThe plumber was in our home doing work on behalf of ServPro based on the ServPro es***ateServPro SHOULD be aware of work (from their es***ate) being performed by THEIR licensed contracted plumber for THEIR customerInstead, ServPro was not aware of work being done or NOT DONE by their employees or non-employeesServPro needs to be responsible for what happens on the worksite regardless if it was an employee or non-employee licensed plumber acting on their behalf.MOLD TESTThe mold spores of concern were STACHY - black moldThese were spread throughout our home from their poor containment barriers and cleof ServProThis is NOT present outdoors in the airThis is NOT mouse fecesThese spores came from our water damaged bathroomI am appalled that ServPro would try to minimize the importance of mold remediation given that’s their primary jobThis isn't every day outdoor moldThey were sent a copy of the report and they know this.ServPro said our home was clean and that it would pass a mold testIt did notThey had to redo several line itemsIf they had listened to our complaints and done a more thorough job the first ***e, the retest would not have been requiredGiven our horrible experience, getting retested was one of the best decisions of this whole processWe actually were able to prove to ServPro they needed to redo their workLet’s talk about that workIt wasn’t just air scrubbersThey are down playing itThey had to tear up parts of the bathroom subfloor (which they’d been refusing to do – though it was in the es***ate )They had to paint over the exposed/damaged area to seal itWhich we’d asked them to doThey also had to re-clean the whole area prior to doing these line items.If anyone is considering using ServPro, a mold test is ABSOLUTELY NECESSARYPLEASE get mold testing done to ensure they are completing their jobAlways end with a clean mold testIf you ever want to sell your home at a later date it’s the only thing that will prove your home was remediated correctly.DAMAGESI mentioned 3-***es to [redacted] about repairing the damagesI showed him the damages in personHe avoided the repairs for monthsGiven their past performance and not taking responsibility, we finally had to pay someone else to fixThe repairs were not limited to painting trimThe plaster wall behind the bathroom had to be thoroughly patched and re-painted (holes, cracks, chunks missing) due to the demo of the bathroomThere was also a huge dent they put in our stairwell wall carrying down their ladder.We did have other contractor in our homeHe was helping us paint our fence, put in a new stove/microwave, etcHe did not use a ladderHe did not demo our bathroomHowever, I am not surprised that they are trying to blame him for the damages ServPro caused[redacted] was the project manager we dealt withEither ServPro is a horrible company that does sloppy work they cannot stand behind or [redacted] has not been honest with representing the work done and NOT done at our home to ServProI am not aware of any work performed that we were not charged for, BUT I am very well aware of work we were charged for that remains undone or that we had to pay someone else to finishThis is what we are disputingWe have paid paid ServPro for the line items they completed.After reading ServPro’s response, I am discouraged by this dispute processServPro has misrepresented the facts of our dispute, outright lied to us, and is now lying in their responsesThey are still not listening and not at all concerned about customer satisfaction ] Regards, [redacted]

Servpro has reviewed the additional comments from the customer and would like to provide the following additional information: The quotes provided by the customer are partialFor example, the customer quoted an e-mail from April 15, as “We will be filing an insurance claimI could meet you around 12:on my lunch break if that worksAlso, could you make sure to line item everything...” (and this is where the quote stops.) The rest of the quote continues, “...so that if we can't do it all now, we could pick and choose the most important items?” Clearly this shows that the customer was not confident the work was covered by insuranceFiling a claim does not ensure that insurance will cover the claim and pay outClearly the customer understood this or they would not be concerned with picking and choosing items to be completed, they would simply have the entire job completedFurther, the customer informed the production manager, [redacted] ***, on his initial visit that they were informed by the insurance company that this would not be a covered lossIn regard to the es***ate ***e, the customer received the es***ate on 4/21/16, four working days after the initial visitNormally we return es***ates within two working days, but due to a software problem, in this case it took four working daysThree items were added, one of which was in relation to the rebuild, and one added at our suggestionThe customers had multiple areas in the home to be remediated, and we simply would not have quoted a ***eline of two to three daysIn addition, the hours quoted by the client are for specific work on the es***ate and not for any other line items which have hours built inFor example, there are no stated hours for the line item “removing plywood sheathing under sink.” However, this could take minutes or several hours depending on a multitude of variablesWe have a production manager and several crew chiefs willing to confirm multiple occasions we were unsuccessful in reaching the customerOur previous response has already addressed other issues, as quoted below: “There was a lot of demolition required to complete the job, and dust is during the demolition/construction periodThe project manager made multiple trips to ensure that the area was cleaned up satisfactorily during the demolition process The bathtub was removed by a licensed plumber, not a Servpro employeeWe were not aware of the plans for the bathtub removal and did not place it in their yard, but would have been happy to haul it away had the customer requested us to do soWhether or not a pipe was capped, etcwould be up to the licensed plumber, and as there were no water leaks, we are confident it was performed up to standards After the post clemold testing was performed, the industrial hygienist recommended that we set an air scrubber while the customers were going out of town due to some mold brought in from outside that was registering and due to contaminants from mouse feces that was throughout the homeWe were happy to oblige and the hygienist did not require further testingThe customers were informed of this and requested an additional test on their own even after being informed it was not necessaryAny minor damages (such as trim paint) due to the demolition would have been taken care of by Servpro; however, the customer did not mention nor give us the opportunity to examine those damagesIn addition, Servpro was not the only company performing work in the home at that ***e.” There was quite a bit of additional work performed at the home without additional charge, including hand cleaning of an entire lower bathroom from ceiling to floor, toilet, shower stall, light fixtures, etcAlso demolition in bathroom of an additional layer of ***e floor with concrete baseFurniture in affected areas were Hepa vacuumedAgain, we believe the job was done thoroughly and professionallyWe also extended ourselves above and beyond as we believe in providing outstanding service and customer satisfaction

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com: I have reviewed the response 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 / [redacted] Style Definitions */ I am disappointed AGAINI do not enjoy going through my email history and having to illustrate ServPro’s dishonesty point by point with their own emails ServPro knew it was an INSURANCE claim This is an email exchange between [redacted] and my husband On Apr 15, 2016, at 9:AM, [redacted] wrote: Mr [redacted] , I'm looking over the report now I'll put the es***ate together today I may need to run by your house today What ***e would be the best for you guys? Also, will your insurance be covering any of the work? Thx, [redacted] * On Fri, Apr 15, at 11:AM, client wrote: We will be filing an insurance claimI could meet you around 12:on my lunch break if that works Also, could you make sure to line item everything (From us) Initial Es***ate vsFinal Es***ate The es***ate we received on 4/did not contain everything we had discussed in our walk throughWe had to re-request those line items be addedWe did not receive a final es***ate with all things requested and discussed until 5/See attached es***ate and yet again another email with ServPro admitting to software issues “OKHere's the es***ate We had an issue with the software so I had to re-input all the line items That was the delay Look it over and then let's go over it together so I can explain a couple of things and let you know the best options.” ***eline The ***eline was a verbal conservationIt occurred on the morning ServPro started our job Thursday 5/Their statement was close to this “If we do not finish on Friday, we’ll complete early next week.” Their final cleaning es***ate consisted of hours of cleaning tasks and hours of carpentryTheir own cleaning es***ate supports the conversation that occurred on 5/ Availability I work from homeI’m here all dayServPro had my number and has called me on It multiple ***es and reached me fineIn between our emails/calls, they would take days to get back with usIf needed I can review our cell phone call logs and provide data illustrating this pointThe one day we were not home, we left a key for ServPro to use so that they could still come and workAvailability was not an issue on our end Dust We provided ServPro pictures of the dust on 6/These pictures were in areas supposedly HEPA vacuumedIt was very obvious the work was not doneOnce we submitted photos, ServPro acknowledge this and came onsite to finally perform the workPictures attached Disputed Charges We notified ServPro multiple ***es, verbally first and then in writing My first email exchange occurs on 6/They disputed the mater with us until we ul***ately provided photos, but the plumbing work was never done - Again 6/(email) - Again on 8/(email) - Again on 8/(email) - Finally we hired another company to finish and complete the outstanding work and also opened a Revdex.com claimIt was beyond ridiculous 2nd Mold Test/Re-test Please review the 2nd mold test/re-test (attached)Our version is not the draft and includes photos and air samaple reportsYou can see spore levels of STACHY in rooms where it was not present beforeThis was due to poor containment barriersAll the work below was outlined in that report stating that IF DONE we SHOULD expect to have no mold - Another hours of air scrubbers - More work – pulling up parts of the subfloor (bathroom) - Spraying the entire tub area (bathroom) with Killz - Concentration “above parameter” in the (sunroom) - “High” mold spores levels in (bathroom), including STACHY or black mold - STACHY spores in sunroom where it wasn’t before w/1st test Regards, [redacted]

Here at Servpro, we are committed to customer satisfaction We are going to attempt to address these various complaints point by pointInsurance: We were informed by the customer at the first meeting that this was not going to be covered by insurance The mold protocol was received by us on 4/15/16, and the es***ate was completed and sent to the customer on 4/21/16, business days from receipt of the protocol All items were listed in the es***ate as instructed by the protocol from Microanalytics The scope of a mold job can often change after beginning the work due to items that can not be seen until walls are opened up, etc ***eline: At no ***e did Mr [redacted] convey to the customers that an entire mold job would be completed next day, or even in a matter of a few daysAvailability: There were several ***es the customer was not available for scheduling They were not able to be reached by telephone to scheduleDust: The area was properly contained and cleaned Nothing was found in the post assessment to indicate otherwiseBathtub: As stated before, a simple phone call to us informing us of the bathtub issue, or a phone call with a concern about a pipe to either us or the plumber would have quickly resolved any issues they customer felt they had The customers never mentioned any of these issues until the job was almost completedMold Test: Please see the attached post assessment from Microanalytics When the original protocol was written, Microanalytics was under the impression that the home had layers of subfloor, and later learned around the tub there was only oneWe did remove the strip of subfloor that microanalytics suggested though there was no mold present and sealed the wood lathe as suggestedThe only additional cleaning we did was after the removal of the strip of subfloorWe are attaching a copy of the post-restoration assessment which confirms our previous responses that the hygienist recommended an air scrubber to capture one clump of spores which we believe was brought in from outsideThe assessment also shows that the only area we were requested to re-clean was the crawlspace due to rodent fecesServpro maintains the job was done completely and professionally

Revdex.com: I have reviewed the response 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*My refrigerator is less than one year old The dishwasher is recessed and there is no possible way the dents were caused from that If the refrigerator would hit anywhere it would have hit the granite which is about 4' from the floorThe dents in the refrigerator are 24" and below They are also on the side of the refrigerator which cannot be repaired The repair person recommended a new refrigerator as the cost to purchase new doors was the same as a new frig and the side of the frig cannot be repaired I also purchased a warranty on the frig that would be void The copy of the receipt was sent by servpro for the total amount to replace the frig.The gully in the yard was made by ServproMy roommate was home at the time and she witnessed it when it happenedI would be happy to get a statement or give you her number It was raining that day and their truck parked in my yardThey offered to seed the area; however, if the seed did not take, the gully would still be there and they would not be responsble any longerTherefore, I wanted the area to be sodded Although they reviewed the tags, when they removed the items, I specifically told them that I did not dry my clothes that they all were hung to drythus the reason they were all on hangers when they left my home They assured me they would all be professionally cleaned and would be sure that they would not be dried but hung to dry Also when these items including the items were returned, the were returned in boxes, not on the plastic hangers that they left my home insome folded, some not, some inside out and some rolled upThey then proceeded to get the items once again to "dry clean" the itemsThey were already ruined so that would not fix the issues They were then returned on wire hangers and they purchased plastic hangers at my urging items were washed and not dry cleaned many are ruined as they including long winter coats, leather, a suede business suite, a wool blazer and included a designer linen skirtThese items alone would be over $to replace Also, many of the items were washed and dried and of course shrunk which means I can no longer wear and must be replaced I have the replacement cost of each itemHowever, Servpro would not consider replacing those items They did offer the amount of $which I refused as full payment; however, I did not understand that this was considered to be "final" payment and would close the complaint I realized that when I emailed the owner again and he restated that factI tried on numerous occasions beginning in May to speak to the owner but he would not call me back I was also assigned several "project managers." So each was unaware of what the other had talked about and relayed to me.It is very frustrating as none of the above was damaged before ServPro and their crew came in They were to repair the damage from the flood not create more damage that will cost me more money.Thank you for your time and please let me know the next steps[redacted] Regards, [redacted]

Revdex.com: I have reviewed the response 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 All insurance companies have a claim limitWe requested a breakdown so if our claim limit was exceeded we would know the upfront the cost for each itemIt was always to our plan to use our insurance company as our email indicatedWe needed a quote before we could proceed with our insurance claim we had already openedServPro was aware of thisEveryone we consulted with informed us we needed a 100% clean mold testThis is the only way to ensure the problematic molds were indeed goneOur insurance company also needed this as proof the work was done to our home and it was restoredI pointed out all damages to ServPro on two different occasions and reiterated it in multiple emailsThey failed to act on these damages and fix themAfter several months had passed, I had to pay someone else to fix themAll other comments have been previously addressedWe have paid ServPro for the work they completed on the invoice (minus the damages and the cost of the extra mold test)They have cashed our checkWe remain extremely dissatisfied that they are still requesting us to cover their damages and their failure to properly clean our home of mold which resulted in needed an additional mold test Regards, [redacted]

ServPro came to my home to deal with a leak in kitchenTeam was professional and appeared knowledgeableDifficult to tell impact of their service on drying out floors so I requested they remove their equipment after a few daysFinal bill was higher than I expectedCannot complain about service, but be sure to get a detailed quote from this company to avoid misunderstandingThey only provide a "will not exceed" estimate

Customer satisfaction is a number one priority for SERVPRO and we strive to provide outstanding customer serviceMs [redacted] originally complained that there was a dent in her refrigerator doorAlthough we felt that the denting in the refrigerator was more than likely the cause of the door hitting the dishwasher and wear and tear, and that the refrigerator could be repaired, we asked that she provide a receipt for the refrigeratorThe receipt provided by Ms [redacted] (attached hereto) showed replacement cost at $She requested $1,replacement cost for the refrigerator from our project managerMs [redacted] stated that we left a large gully in the front of her yard although many other contractor trucks were parking along the streetAttached are photos of the area in questionIn an effort to go above and beyond for the customer, with the belief that our trucks were not the result of any damage to her yard, we offered to till the small area, place grass seed and straw over the areaMs [redacted] was not happy with our offer and requested the area be re­-soddedWe reviewed the tags inside Ms [redacted] garments regarding the laundry careWe did, in fact, find that items (not plus) were either dry clean only or machine wash/line dry and that those items may have been laundered and/or placed in a dryerAll other items were cleaned in accordance with instructions specific to the garmentOn July 7, we offered Ms [redacted] the amount of $1,834.00, which consisted of $for the refrigerator, and $each per items of clothingMs [redacted] responded on July and indicated that she was not satisfied with thisOn July 26, 2016, Ms [redacted] contacted our office and asked about the status of the checkWe responded that her previous e­mail of July led us to believe that she would not accept this as settlement; however, we would cut the check immediately if we were mistakenShe replied that she had a list of replacement costs for various items, but a list was not attachedOnce again, we have attempted to go above and beyond for Ms [redacted] We offered to pay replacement cost on her refrigerator, although we are in doubt as to the cause of the damageWe offered to seed and straw her small grassy area although we do not believe it was the result of our trucksFinally, we made a monetary offer for her clothingWe would be more than happy to resolve this issue with Ms [redacted] , and we stand by our offer of reimbursement of $1,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
All insurance companies have a claim limitWe requested a breakdown so if our claim limit was exceeded we would know the upfront the cost for each itemIt was always to our plan to use our insurance company as our email indicatedWe needed a quote before we could proceed with our insurance claim we had already openedServPro was aware of this.Everyone we consulted with informed us we needed a 100% clean mold testThis is the only way to ensure the problematic molds were indeed goneOur insurance company also needed this as proof the work was done to our home and it was restored.I pointed out all damages to ServPro on two different occasions and reiterated it in multiple emailsThey failed to act on these damages and fix themAfter several months had passed, I had to pay someone else to fix them.All other comments have been previously addressedWe have paid ServPro for the work they completed on the invoice (minus the damages and the cost of the extra mold test)They have cashed our checkWe remain extremely dissatisfied that they are still requesting us to cover their damages and their failure to properly clean our home of mold which resulted in needed an additional mold test
Regards,
*** ***

At Servpro of Northeast Jefferson County, Southeast Jefferson County, Southwest Jefferson County and East Louisville, our goal is to provide total customer satisfactionThe customer has listed various complaints we would like to
addressAt the beginning of the job, the customers were going to pay for the job themselvesWe told them we would complete as quickly as possible and try to keep costs down, but we never gave a ***eline for the remediationPrior to beginning the job, the customer discovered that their insurance company was going to cover the mold remediation, and the work they were requesting be done changed completelyIn addition, the customers were not available for scheduling.There was a lot of demolition required to complete the job, and dust is during the demolition/construction periodThe project manager made multiple trips to ensure that the area was cleaned up satisfactorily during the demolition process
The bathtub was removed by a licensed plumber, not a Servpro employeeWe were not aware of the plans for the bathtub removal and did not place it in their yard, but would have been happy to haul it away had the customer requested us to do soWhether or not a pipe was capped, etcwould be up to the licensed plumber, and as there were no water leaks, we are confident it was performed up to standards
After the post clemold testing was performed, the industrial hygienist recommended that we set an air scrubber while the customers were going out of town due to some mold brought in from outside that was registering and due to contaminants from mouse feces that was throughout the homeWe were happy to oblige and the hygienist did not require further testingThe customers were informed of this and requested an additional test on their own even after being informed it was not necessaryAny minor damages (such as trim paint) due to the demolition would have been taken care of by Servpro; however, the customer did not mention nor give us the opportunity to examine those damagesIn addition, Servpro was not the only company performing work in the home at that ***eThe project manager, *** ***, actually performed several services beyond the scope of work on the bid and did not charge the customers in an effort to go above and beyondWe maintain the job was done thoroughly, professionally, and went above and beyond what was quoted

Response:The customer did a "walk through" with the Crew Chief on the job and filled out a Certificate of SatisfactionWe do that specifically so that if anything is missed or not up to the customer's expectations, it can be addressed immediately while the crew is still thereWhen our manager
spoke to the customer on the phone, they did not mention "...I immediately went out and caught the guy and brought him back inHe basically told me to call into the office." That type of response would go against everything we train and preach to our staff! Our Crew Chief's would go right back in and fix any issueWe have never had any feedback like that regarding the Crew Chief who was on sightThe Crew Chief had the necessary equipmentWhen our manager talked to the customer, they were not told he didn't have something he neededOccassionally a crew can get to a job and not have the proper equipment, as not everything we use in our work can be carried on one truckWhen that occurs, we apologize, and send someone to get the proper equipment or have it delivered by another technicianIf a customer, after the fact, feels like something was missed or not done to their satisfaction, we are happy to remedy the situationAnd, in this instance, we set up an appointment to go back to the customers property and reclean/touany areas neededAt the ***e the appointment was made, the customer was informed that we call ahead to make sure someone will still be there, and make sure we have the best number for that callWe called that morning to confirm the appointment at 10-10:30amNo one answered but a message was leftWhen no one called back the crew went on to another jobThe manager was called mid-afternoon by the customerThe manager offered to set another ***e for the crew to come out as they were already involved with other jobsThe customer asked the manager for a refundThe manager did not feel the refund was warranted based on the facts available but was willing to send a crew to do items the customer felt were missed

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this
action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to *** ** ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
*** *** ** *** *** *** *** *** *** *** *** *** *** *** ***
Regards,
*** ***

Here at Servpro, we are committed to customer satisfaction. We are going to attempt to address these various complaints point by point.Insurance: We were informed by the customer at the first meeting that this was not going to be covered by insurance. The mold protocol was received by us on 4/15/16, and the es***ate was completed and sent to the customer on 4/21/16, business days from receipt of the protocol. All items were listed in the es***ate as instructed by the protocol from Microanalytics. The scope of a mold job can often change after beginning the work due to items that can not be seen until walls are opened up, etc***eline: At no ***e did Mr*** convey to the customers that an entire mold job would be completed next day, or even in a matter of a few days.Availability: There were several ***es the customer was not available for scheduling. They were not able to be reached by telephone to schedule.Dust: The area was properly contained and cleaned. Nothing was found in the post assessment to indicate otherwise.Bathtub: As stated before, a simple phone call to us informing us of the bathtub issue, or a phone call with a concern about a pipe to either us or the plumber would have quickly resolved any issues they customer felt they had. The customers never mentioned any of these issues until the job was almost completed.Mold Test: Please see the attached post assessment from Microanalytics. When the original protocol was written, Microanalytics was under the impression that the home had layers of subfloor, and later learned around the tub there was only oneWe did remove the strip of subfloor that microanalytics suggested though there was no mold present and sealed the wood lathe as suggestedThe only additional cleaning we did was after the removal of the strip of subfloor.We are attaching a copy of the post-restoration assessment which confirms our previous responses that the hygienist recommended an air scrubber to capture one clump of spores which we believe was brought in from outsideThe assessment also shows that the only area we were requested to re-clean was the crawlspace due to rodent feces.Servpro maintains the job was done completely and professionally

At Servpro of Northeast Jefferson County, Southeast Jefferson County, Southwest Jefferson County and East Louisville, our goal is to provide total customer satisfaction.The customer has listed various complaints we would like to addressAt the beginning of the job, the customers were going to pay
for the job themselvesWe told them we would complete as quickly as possible and try to keep costs down, but we never gave a ***eline for the remediationPrior to beginning the job, the customer discovered that their insurance company was going to cover the mold remediation, and the work they were requesting be done changed completelyIn addition, the customers were not available for scheduling.There was a lot of demolition required to complete the job, and dust is during the demolition/construction periodThe project manager made multiple trips to ensure that the area was cleaned up satisfactorily during the demolition processThe bathtub was removed by a licensed plumber, not a Servpro employeeWe were not aware of the plans for the bathtub removal and did not place it in their yard, but would have been happy to haul it away had the customer requested us to do soWhether or not a pipe was capped, etcwould be up to the licensed plumber, and as there were no water leaks, we are confident it was performed up to standardsAfter the post clemold testing was performed, the industrial hygienist recommended that we set an air scrubber while the customers were going out of town due to some mold brought in from outside that was registering and due to contaminants from mouse feces that was throughout the homeWe were happy to oblige and the hygienist did not require further testingThe customers were informed of this and requested an additional test on their own even after being informed it was not necessary.Any minor damages (such as trim paint) due to the demolition would have been taken care of by Servpro; however, the customer did not mention nor give us the opportunity to examine those damagesIn addition, Servpro was not the only company performing work in the home at that ***e.The project manager, *** ***, actually performed several services beyond the scope of work on the bid and did not charge the customers in an effort to go above and beyondWe maintain the job was done thoroughly, professionally, and went above and beyond what was quoted

The project manager on this job is no longer with Servpro.  We have been unaware of any complaints by Mr. [redacted] until this was filed, and this job was handled in 2016.  However, as customer service and satisfaction is very important to us, we will be following up with Mr. [redacted] to...

reach a resolution in this matter.

Customer satisfaction is a number one priority for Servpro and we strive to provide outstanding customer service.
As stated previously, Ms. [redacted] originally complained that there was a dent in her refrigerator door.  Although we feel that the denting was more likely caused by other circumstances as previously stated and normal wear and tear, we asked that she provide a receipt.  The receipt provided showed a cost of $934.00 .  We have offered to pay $934.00 for the refrigerator with no depreciation.
With respect to the laundry care, the tags inside the garments were reviewed and those items were specifically washed and dried in accordance with the instructions specific to the garment.  We did discover that there were 18 items that were either dry clean only or machine wash/line dry and that those items may have been inadvertently laundered and/or placed in a dryer.  Ms. [redacted] has not provided a list to us, nor receipts for those items.  With a lack of list and receipts, we made an offer of $50.00 per each 18 items of clothing.  We stand by our offer to pay that replacement cost until such time that an itemized list and receipts are provided to us.
With respect to the yard, as we have previously stated, there were many other contractor trucks parking along the street.  Our technicians have stated they did not leave a gully in the yard.  In an effort to go above and beyond for the customer, with the belief that our trucks were not the result of any damage to her yard, we offered to till the small area, place grass seed and straw over the area.  We stand by our offer to do that.
We have made a total offer in the amount of $1,834.00 to Ms. [redacted] which consists of $934.00 for the refrigerator with no depreciation, and $50.00 each per 18 items of clothing. 
We would be more than happy to resolve this issue with Ms. [redacted], and we stand by our offer of reimbursement of $1,834.00.

Revdex.com:
I have reviewed the response 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
I am disappointed
AGAINI do not enjoy going through my email history and having to illustrate ServPro's
dishonesty point by point with their own emails
ServPro knew it was an INSURANCE claim
This is an email exchange
between [redacted] and my husband
On Apr 15, 2016, at 9:AM, [redacted] wrote:
Mr[redacted], I'm
looking over the report now. I'll put the es[redacted]ate together today.
I may need to run by your house today. What [redacted]e would be the best for
you guys? Also, will your insurance be covering any of the work?
Thx, [redacted]
On Fri, Apr 15, at 11:AM, client wrote:
We will be filing an
insurance claimI could meet you around 12:on my lunch break if that works
Also, could you make sure to line item everything
(From us)
Initial Es[redacted]ate vsFinal Es[redacted]ate
The es[redacted]ate we received
on 4/did not contain everything we had discussed in our walk throughWe had
to re-request those line items be addedWe did not receive a final es[redacted]ate
with all things requested and discussed until 5/See attached es[redacted]ate and
yet again another email with ServPro admitting to software issues
"OKHere's the es[redacted]ate. We had an issue with the software so
I had to re-input all the line items. That was the delay. Look it
over and then let's go over it together so I can explain a couple of things and
let you know the best options."
[redacted]eline
The [redacted]eline was a
verbal conservationIt occurred on the morning ServPro started our job
Thursday 5/Their statement was close to this
"If we do not finish on Friday, we'll complete early next week."
Their final cleaning es[redacted]ate
consisted of hours of cleaning tasks and hours of carpentryTheir own cleaning es[redacted]ate supports the conversation that occurred on 5/
Availability
I work from homeI'm
here all dayServPro had my number and has called me on It multiple [redacted]es and
reached me fineIn between our emails/calls, they would take days to get back
with usIf needed I can review our cell phone call logs and provide data
illustrating this pointThe one day we were not home, we left a key for
ServPro to use so that they could still come and workAvailability was not an
issue on our end
Dust
We provided ServPro pictures
of the dust on 6/These pictures were in areas supposedly HEPA vacuumedIt
was very obvious the work was not doneOnce we submitted photos, ServPro
acknowledge this and came onsite to finally perform the workPictures
attached
Disputed Charges
We notified ServPro multiple
[redacted]es, verbally first and then in writing My
first email exchange occurs on 6/They disputed the mater with us until we ul[redacted]ately provided photos, but the plumbing work was
never done
-
Again 6/(email)
-
Again on 8/6 (email)
-
Again on 8/9 (email)
-
Finally we hired another company to finish and
complete the outstanding work and also opened a Revdex.com claimIt was beyond ridiculous
2nd Mold Test/Re-test
Please review the 2nd
mold test/re-test (attached)Our version is not the draft and includes photos and air samaple reportsYou can see spore levels of STACHY in rooms where it was not present
beforeThis was due to poor containment barriersAll the work below was outlined in that report stating that IF DONE we SHOULD expect to have no mold
-
Another hours of air scrubbers
-
More work – pulling up parts of the subfloor
(bathroom)
-
Spraying the entire tub area (bathroom) with
Killz
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Concentration "above parameter" in the (sunroom)
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"High" mold spores levels in (bathroom), including STACHY or black mold
-
STACHY spores in sunroom where it wasn't
before w/1st test
Regards,
[redacted]