SERVPRO Northeast, Southeast, Southwest Jefferson County/East Louisville

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 partial. For example, the customer quoted an e-mail from April 15, 2016 as “We will be filing an insurance claim. I could meet you around 12:30 on my lunch break if that works. Also, 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 insurance. Filing a claim does not ensure that insurance will cover the claim and pay out. Clearly 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 completed. Further, 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 loss.
In regard to the es[redacted]ate [redacted]e, the customer received the es[redacted]ate on 4/21/16, four working days after the initial visit. Normally we return es[redacted]ates within two working days, but due to a software problem, in this case it took four working days. Three items were added, one of which was in relation to the rebuild, and one added at our suggestion.
The customers had multiple areas in the home to be remediated, and we simply would not have quoted a [redacted]eline of two to three days. In addition, the 15.5 hours quoted by the client are for specific work on the es[redacted]ate and not for any other line items which have hours built in. For example, there are no stated hours for the line item “removing plywood sheathing under sink.” However, this could take 30 minutes or several hours depending on a multitude of variables.
We have a production manager and several crew chiefs willing to confirm multiple occasions we were unsuccessful in reaching the customer.
Our previous response has already addressed other issues, as quoted below:

“There was a lot of demolition required to complete the job, and dust is normal during the demolition/construction period. The 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 employee. We 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 so. Whether or not a pipe was capped, etc. would 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 clean-up mold 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 home. We were happy to oblige and the hygienist did not require further testing. The 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 damages. In addition, Servpro was not the only company performing work in the home at that [redacted]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, etc. Also demolition in bathroom of an additional layer of [redacted]e floor with concrete base. Furniture in affected areas were Hepa vacuumed.
Again, we believe the job was done thoroughly and professionally. We also extended ourselves above and beyond as we believe in providing outstanding service and customer satisfaction.

Customer satisfaction is a number one priority for SERVPRO and we strive to provide outstanding customer service. Ms. [redacted] originally complained that there was a dent in her refrigerator door. Although we felt that the denting in the refrigerator was more than likely the cause of the door hitting...

the dishwasher and normal wear and tear, and that the refrigerator could be repaired, we asked that she provide a receipt for the refrigerator. The receipt provided by Ms. [redacted] (attached hereto) showed replacement cost at $934.00. She requested $1,500.00 replacement cost for the refrigerator from our project manager. Ms. [redacted] stated that we left a large gully in the front of her yard although many other contractor trucks were parking along the street. Attached are photos of the area in question. 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. Ms. [redacted] was not happy with our offer and requested the area be re­-sodded. We reviewed the tags inside Ms. [redacted] garments regarding the laundry care. We did, in fact, find that 18 items (not 40 plus) were either dry clean only or machine wash/line dry and that those items may have been laundered and/or placed in a dryer. All other items were cleaned in accordance with instructions specific to the garment. On July 7, we offered Ms. [redacted] the amount of $1,834.00, which consisted of $934.00 for the refrigerator, and $50.00 each per 18 items of clothing. Ms. [redacted] responded on July 8 and indicated that she was not satisfied with this. On July 26, 2016, Ms. [redacted] contacted our office and asked about the status of the check. We responded that her previous e­mail of July 8 led us to believe that she would not accept this as settlement; however, we would cut the check immediately if we were mistaken. She replied that she had a list of replacement costs for various items, but a list was not attached. Once 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 damage. We offered to seed and straw her small grassy area although we do not believe it was the result of our trucks. Finally, we made a monetary offer for her 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.

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[redacted]ate was completed and sent to the customer on 4/21/16, 3.5 business days from receipt of the protocol.  All items were listed in the es[redacted]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.
[redacted]eline:  At no [redacted]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 days.
Availability:  There were several [redacted]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 2 layers of subfloor, and later learned around the tub there was only one. We did remove the strip of subfloor that microanalytics suggested though there was no mold present and sealed the wood lathe as suggested. The 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 outside. The 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.

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.

ServPro came to my home to deal with a leak in kitchen. Team was professional and appeared knowledgeable. Difficult to tell impact of their service on drying out floors so I requested they remove their equipment after a few days. Final bill was higher than I expected. Cannot complain about service, but be sure to get a detailed quote from this company to avoid misunderstanding. They only provide a "will not exceed" estimate.

Customer satisfaction is a number one priority for SERVPRO and we strive to provide outstanding customer service. Ms. [redacted] originally complained that there was a dent in her refrigerator door. Although we felt that the denting in the refrigerator was more than likely the cause of the...

door hitting the dishwasher and normal wear and tear, and that the refrigerator could be repaired, we asked that she provide a receipt for the refrigerator. The receipt provided by Ms. [redacted] (attached hereto) showed replacement cost at $934.00. She requested $1,500.00 replacement cost for the refrigerator from our project manager. Ms. [redacted] stated that we left a large gully in the front of her yard although many other contractor trucks were parking along the street. Attached are photos of the area in question. 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. Ms. [redacted] was not happy with our offer and requested the area be re­-sodded. We reviewed the tags inside Ms. [redacted] garments regarding the laundry care. We did, in fact, find that 18 items (not 40 plus) were either dry clean only or machine wash/line dry and that those items may have been laundered and/or placed in a dryer. All other items were cleaned in accordance with instructions specific to the garment. On July 7, we offered Ms. [redacted] the amount of $1,834.00, which consisted of $934.00 for the refrigerator, and $50.00 each per 18 items of clothing. Ms. [redacted] responded on July 8 and indicated that she was not satisfied with this. On July 26, 2016, Ms. [redacted] contacted our office and asked about the status of the check. We responded that her previous e­mail of July 8 led us to believe that she would not accept this as settlement; however, we would cut the check immediately if we were mistaken. She replied that she had a list of replacement costs for various items, but a list was not attached. Once 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 damage. We offered to seed and straw her small grassy area although we do not believe it was the result of our trucks. Finally, we made a monetary offer for her 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. 
*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 floor. The 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 Servpro. My roommate was home at the time and she witnessed it when it happened. I would be happy to get a statement or give you her number.  It was raining that day and their truck parked in my yard. They 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 longer. Therefore, 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 dry... thus 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 18 items were returned, the were returned in boxes, not on the plastic hangers that they left my home in.... some folded, some not, some inside out and some rolled up. They then proceeded to get the items once again to "dry clean" the 18 items. They 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.   18 items were washed and not dry cleaned .. many are ruined as they including 2 long winter coats, leather, a suede business suite, a wool blazer  and included a designer linen skirt. These items alone would be over $1000 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 item. However, Servpro would not consider replacing those items.  
They did offer the amount of $1834 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 fact. 
I 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 limit. We requested a breakdown so if our claim limit was exceeded we would know the upfront the cost for each item. It was always to our plan to use our insurance company as our email indicated. We needed a quote before we could proceed with our insurance claim we had already opened. ServPro was aware of this.
Everyone we consulted with informed us we needed a 100% clean mold test. This is the only way to ensure the problematic molds were indeed gone. Our 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 emails. They failed to act on these damages and fix them. After several months had passed, I had to pay someone else to fix them.
All other comments have been previously addressed. We 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 check. We 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 has reviewed the additional comments from the customer and would like to provide the following additional information:The quotes provided by the customer are partial. For example, the customer quoted an e-mail from April 15, 2016 as “We will be filing an insurance claim. I could meet you around 12:30 on my lunch break if that works. Also, 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 insurance. Filing a claim does not ensure that insurance will cover the claim and pay out. Clearly 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 completed. Further, 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 loss.In regard to the es[redacted]ate [redacted]e, the customer received the es[redacted]ate on 4/21/16, four working days after the initial visit. Normally we return es[redacted]ates within two working days, but due to a software problem, in this case it took four working days. Three items were added, one of which was in relation to the rebuild, and one added at our suggestion.The customers had multiple areas in the home to be remediated, and we simply would not have quoted a [redacted]eline of two to three days. In addition, the 15.5 hours quoted by the client are for specific work on the es[redacted]ate and not for any other line items which have hours built in. For example, there are no stated hours for the line item “removing plywood sheathing under sink.” However, this could take 30 minutes or several hours depending on a multitude of variables.We have a production manager and several crew chiefs willing to confirm multiple occasions we were unsuccessful in reaching the customer.Our previous response has already addressed other issues, as quoted below: “There was a lot of demolition required to complete the job, and dust is normal during the demolition/construction period. The 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 employee. We 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 so. Whether or not a pipe was capped, etc. would 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 clean-up mold 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 home. We were happy to oblige and the hygienist did not require further testing. The 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 damages. In addition, Servpro was not the only company performing work in the home at that [redacted]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, etc. Also demolition in bathroom of an additional layer of [redacted]e floor with concrete base. Furniture in affected areas were Hepa vacuumed.Again, we believe the job was done thoroughly and professionally. We also extended ourselves above and beyond as we believe in providing outstanding service and customer satisfaction.

[redacted] said that the customer will be refunded the amount requested of $1,108.91.

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. *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 floor. The 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 Servpro. My roommate was home at the time and she witnessed it when it happened. I would be happy to get a statement or give you her number.  It was raining that day and their truck parked in my yard. They 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 longer. Therefore, 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 dry... thus 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 18 items were returned, the were returned in boxes, not on the plastic hangers that they left my home in.... some folded, some not, some inside out and some rolled up. They then proceeded to get the items once again to "dry clean" the 18 items. They 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.   18 items were washed and not dry cleaned .. many are ruined as they including 2 long winter coats, leather, a suede business suite, a wool blazer  and included a designer linen skirt. These items alone would be over $1000 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 item. However, Servpro would not consider replacing those items.  They did offer the amount of $1834 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 fact. I 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]

[redacted]
Revdex.com:
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]
I was giving the guy who worked on my house phone I was told to txt him anytime I have been texting him for over a year and he has not fixed anything.So that’s why you haven’t heard about this problem

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 home. They referred us to a mold testing company and said once we had that report they would get us an es[redacted]ate. Once we received our mold report, we forwarded it to our insurance company and ServPro. Our insurance required us to have an es[redacted]ate before proceeding. We were never going to pay for the job ourselves. We WAITED AND WAITED for ServPro to complete the es[redacted]ate. This is even before the 2.5 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[redacted]ation, and provided us a detailed and correct es[redacted]ate the first [redacted]e, no changes would have been required. Our scope did not change. Our request did not change. However, we did ensure those items requested made it into the es[redacted]ate prior to sending to our insurance company.[redacted]ELINEOur job started on a Thursday and [redacted] had said that hopefully they’d be done by Friday (the next day) with the clean-up or worst case scenario they could finish up the next week. This is certainly nowhere near the [redacted]eframe of 2.5 months. The 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 day. Had I not had this flexibility, I would have probably lost my job taking off to be home to ensure they got their work done. Days or weeks would go by in between their visits. The only [redacted]e we turned down service was when they wanted to move on to an additional line item before others were done correctly. We also requested they do each line item, vs. leaving 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 demolition. I repeatedly (every [redacted]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 barriers. ServPro’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 home. Our mold retest confirmed this. The 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 removal. ServPro provided the licensed plumber. ServPro contracted with and paid the licensed plumber. The plumber was in our home doing work on behalf of ServPro based on the ServPro es[redacted]ate. ServPro SHOULD be aware of work (from their es[redacted]ate) being performed by THEIR licensed contracted plumber for THEIR customer. Instead, ServPro was not aware of work being done or NOT DONE by their employees or non-employees. ServPro 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 mold. These were spread throughout our home from their poor containment barriers and clean-up of ServPro. This is NOT present outdoors in the air. This is NOT mouse feces. These spores came from our water damaged bathroom. I am appalled that ServPro would try to minimize the importance of mold remediation given that’s their primary job. This isn't every day outdoor mold. They were sent a copy of the report and they know this.ServPro said our home was clean and that it would pass a mold test. It did not. They had to redo several line items. If they had listened to our complaints and done a more thorough job the first [redacted]e, the retest would not have been required. Given our horrible experience, getting retested was one of the best decisions of this whole process. We actually were able to prove to ServPro they needed to redo their work. Let’s talk about that work. It wasn’t just air scrubbers. They are down playing it. They had to tear up parts of the bathroom subfloor (which they’d been refusing to do – though it was in the es[redacted]ate ). They had to paint over the exposed/damaged area to seal it. Which we’d asked them to do. They 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 NECESSARY. PLEASE get mold testing done to ensure they are completing their job. Always end with a clean mold test. If 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 3-4 [redacted]es to [redacted] about repairing the damages. I showed him the damages in person. He avoided the repairs for 2 months. Given their past performance and not taking responsibility, we finally had to pay someone else to fix. The repairs were not limited to painting trim. The plaster wall behind the bathroom had to be thoroughly patched and re-painted (holes, cracks, chunks missing) due to the demo of the bathroom. There was also a huge dent they put in our stairwell wall carrying down their ladder.We did have 1 other contractor in our home. He was helping us paint our fence, put in a new stove/microwave, etc. He did not use a ladder. He did not demo our bathroom. However, I am not surprised that they are trying to blame him for the damages ServPro caused.[redacted] was the project manager we dealt with. Either 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 ServPro. I 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 finish. This is what we are disputing. We have paid paid ServPro for the line items they completed.After reading ServPro’s response, I am discouraged by this dispute process. ServPro has misrepresented the facts of our dispute, outright lied to us, and is now lying in their responses. They are still not listening and not at all concerned about customer satisfaction.         ]
Regards,
[redacted]