ServPro of Brookville

Review: Contacted Servpro out of Brookville for clean-up and mold removal after flood June 27, 2013. They arrived June 30th and explained the would have to have machines in the basement for 5 days to dry the basement, then they would spray for mold. This would be around $2400. They they put 3 dehumidifiers and 3 fans in the basement on July 1st and removed them, per request, on July 2nd. We had to call the company to make sure they'd taken care of the mold. They left 2 wet blankets on the floor, that they later claimed they'd been instructed to do by us, not true. They did absolutely no cleaning. There is still black stuff all over the basement. They did not even sweep the floor. And they still insist they are owed $2400. Multiple calls later, they claim we agreed for 3 days of service, that they'd already reduced the price by over $1000, and that this was "industry standard" but they would reduce the price by $200, which they claimed was the price of the machine rental for the days they WEREN'T here. I have also recently learned that they did not even spray for mold. If the basement gets damp again, I could have a serious asthmatic attack!Desired Settlement: Refund of at least $1000 I already paid, no further bills, and I will never deal with this company again.

Business

Response:

I am writing in response to complaint #[redacted]. The work completed at [redacted] was done so in agreement with **. [redacted]. [redacted].[redacted] was not staying at this location due to asthma. [redacted]. [redacted] seemed very confused when I spoke with her. [redacted] was not the technician that completed the mitigation. [redacted] was on site. The scope of the work was covered up front and the cost was quoted prior to any work being started. The equipment was set on July 1st and was to be picked up on July 4th. However, **. [redacted] called on July 3rd and asked that we pick up the equipment and that they felt the basement was dry. The blankets were left on the floor at the home owner's request. **. [redacted] stated that [redacted] was planning on washing them and that is why they were left by the washing machine. While [redacted] was there, **. [redacted] called his wife to make sure that she still wanted them there to be washed. Later when I spoke with her on the phone, she did say that the blankets were left there to be washed. Sweeping the floors was not included in the scope of work. Our scope included the extraction of a large amount of water, treating the area with an antimicrobial, removing any debris if necessary, and setting and monitoring equipment for a period 3 days.

[redacted] did talk with [redacted] on July 24th and resolved the issue. [redacted] did seem to remember the agreement. However, because [redacted] did not want to pay for the services performed, both [redacted] and [redacted] agreed that Servpro would take the loss and would write off the remainder of this bill as a bad debt expense. [redacted] then hand delivered the final bill marked paid.

At this point, everything seems to be resolved.

Sincerely,

[redacted] Office Manager

Thank you for your business!

Consumer

Response:

Even though several details listed here are incorrect, including the address of our residence, we did come to a resolution. This was not a matter of not wanting to pay, it was a matter of work not being completed as agreed. This company did not work for the anticipated amount of time, never sprayed for mold, and then had only "you agreed to this" to say when confronted about it. I have to say, I will never deal with this business again and will strongly recommend to others to avoid it as well.

With this, I plan to have no further contact with this company.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.