Servpro of Carlsbad

Servpro of Carlsbad made the promise to [redacted] that should the deductible be taken out of the cost of our work billed we would not charge him for the $deductibleThe insurance company did not place this deductible on our bills but instead deducted this amount from the total loss paid out to the customer directlySince this amount was not taken from our work done we can not pay the customer out for their deductibleWe have tried to explain this to the customer many times

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] from Servpro told me the day of the fire that they will pay for my $500 deductible. I didn't contact Servpro to come to my place the day of the fire, they arrived unsolicited and there way to get inside and get the contract to clean up my condo was to tell me within minutes I met them was "in no circumstances you will pay for the deductible, we will take care of it one way or another" and this is how they manage to make me sign their contract and get there way in. I asked about half a dozen times before signing the contract how I will avoid paying the deductible and every time they said they will pay the $500 deductible for me.Clearly it is not their first rodeo and jt is a misleading, fraudulent promise to get business from victims who happen to have their place seriously damaged. A business like Servpro should not exist if they think that it appropriate to lie in order to secure business from victims.If they would have told me when they showed up in front of my door an hour after the fire that I would not pay the deductible only  and only if my Insurance would charge Servpro for my deductible instead of charging me directly that is much different than saying "we will pay for your deductible no matter what".Once they got the check from my insurance, I tried to call, send email and text for about a month without any responses until last friday when they told me by SMS that they don't reimburse the deductible. So NO, Servpro has not tried to explain this to me many time...just one time, last friday.
Regards,
[redacted]-[redacted]

Re: Complaint # [redacted]Servpro of Carlsbad spoke with the customer regarding his complaint that Servpro promised to pay his deductible. Our explanation was that we do not collect the deductible from the customer should the insurance place that on our estimate for work done. In the customers case the insurance placed his deductible on the pay out for total loss items. The customer believes we should write him a check for his deductible. We apologized and tried to explain the situation to no effect. The customer became angry saying that our apology meant nothing as we really didn't care or we would just give him the money. He then threatened two employees "I will find you and [redacted] and [redacted] you up and yes I use that word because that is what I am going to do. I will run this business into the ground I hope the $500 was worth it." We explained that threats would not be tolerated and if we could not help him any further we would end the call.If there is any further action we can take please let us know.

Servpro of Carlsbad made the promise to [redacted] that should the deductible be taken out of the cost of our work billed we would not charge him for the $500 deductible. The insurance company did not place this deductible on our bills but instead deducted this amount from the total loss paid out...

to the customer directly. Since this amount was not taken from our work done we can not pay the customer out for their deductible. We have tried to explain this to the customer many times.

I value everything they have done in such a quick way and giving me a peace of mind I desperately needed. Thank you everyone at Servpro of Carlsbad for your kindness and professionalism.

Review: [redacted] of Servpro Carlsbad made promises that Servpro would handle expenses claims with [redacted] Claims consulting (who they recommended) about fire claims to our insurance, including a promise made several times to absorb the costs of our deductible. Once Servpro and [redacted] claims received checks from our insurance, they disappeared from the face of the earth - ignoring calls that we made several times a day for weeks and emails. Servpro Carlsbad practices predatory business in order to take as much money from a client's insurance claims leaving almost no money left for living expenses and replacement costs. We were promised over $500 in deductible and work in other living costs into our claims. We were shocked when we had to pay $500 out of our settlement for the deductible because this is the reason why we hired Servpro after our fire was because we were told several times that they would absorb this cost. They come to your house after a fire when you are in a vulnerable position, make promises and then when they get their check - they disappear!Desired Settlement: We want Servpro to reimburse us the $500 for the deductible that [redacted] and [redacted] told us they would pay for taking our business.

Business

Response:

Servpro of Carlsbad made the promise to [redacted] that should the deductible be taken out of the cost of our work billed we would not charge him for the $500 deductible. The insurance company did not place this deductible on our bills but instead deducted this amount from the total loss paid out to the customer directly. Since this amount was not taken from our work done we can not pay the customer out for their deductible. We have tried to explain this to the customer many times.

Consumer

Response:

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] from Servpro told me the day of the fire that they will pay for my $500 deductible. I didn't contact Servpro to come to my place the day of the fire, they arrived unsolicited and there way to get inside and get the contract to clean up my condo was to tell me within minutes I met them was "in no circumstances you will pay for the deductible, we will take care of it one way or another" and this is how they manage to make me sign their contract and get there way in. I asked about half a dozen times before signing the contract how I will avoid paying the deductible and every time they said they will pay the $500 deductible for me.

Overall, a five star experience!!! They are very flexible, on time, and understanding. After calling to express concern about a mold issue that I have, they came the same day to evaluate the damage and give me an estimation. They work with you to offer the finest service achievable.