ServPro's lack of transparency and unexpected charges
On January 20, ServPro came to my house, saying they were told by my insurance company to remediate water in the basement. They told me that I owed my deductible of $1,000 and I could see their paperwork said on it. My impression was that they would clean the carpet and they informed me they would have to cut into the walls. They removed my carpet and walls, sanitized the floor and left driers and dehumidifiers in my basement for the weekend.
The basement did not have any sewage smell until the plumber opened up the pit, which was around the time they were investigating the damage. After they finished their work, my insurance company called me to tell me they were NOT covering the damage or repair. ServPro collected their equipment on the following Monday (1/23) and left without saying I owe anything. I got a call today from ServPro claiming I owe them a remaining cost, and did not say what it was. When I asked how they calculate the cost, they told me they used special software for insurance companies.
1) If they were unsure of my insurance coverage, they should have let me know. Instead, they told me my insurance contacted them and gave the go ahead up front. If I knew I would be paying for the whole remediation, I would have been able to consider my options, or at least I should have been told what that cost was up front so I could agree to it.
2) The way they calculated the cost sounds like they use some software for insurance companies and would not have charged individuals with something this expensive.
Their lack of transparency is shady and they should do better.
Looking back at their document, which was not visible on their tablet, the amount says TBD, but they verbally told me $1,000. I did not have the opportunity to select the "customer reviewed document" button. If I could see the whole document, I would have had them correct the name in the field -- which is not mine.
The basement did not have any sewage smell until the plumber opened up the pit, which was around the time they were investigating the damage. After they finished their work, my insurance company called me to tell me they were NOT covering the damage or repair. ServPro collected their equipment on the following Monday (1/23) and left without saying I owe anything. I got a call today from ServPro claiming I owe them a remaining cost, and did not say what it was. When I asked how they calculate the cost, they told me they used special software for insurance companies.
1) If they were unsure of my insurance coverage, they should have let me know. Instead, they told me my insurance contacted them and gave the go ahead up front. If I knew I would be paying for the whole remediation, I would have been able to consider my options, or at least I should have been told what that cost was up front so I could agree to it.
2) The way they calculated the cost sounds like they use some software for insurance companies and would not have charged individuals with something this expensive.
Their lack of transparency is shady and they should do better.
Looking back at their document, which was not visible on their tablet, the amount says TBD, but they verbally told me $1,000. I did not have the opportunity to select the "customer reviewed document" button. If I could see the whole document, I would have had them correct the name in the field -- which is not mine.