ServPro of Centre City/Uptown

Upon reviewing your original complaint, you have two issues: 1. Bathroom flooring repair. 2. Getting the flooring replaced in your unit. Issue 1: I have already acknowledge that our dehumidifier did malfunction and damage the bathroom laminate flooring. However, I stated that since your HOA has already agreed to pay for its replacement, we did not owe for this replacement a second time. I will however agree that if the HOA payment for the bathroom flooring is short, we will cover the difference. However, we do not owe any monies for any other areas/room/portion of your unit. But you will need to present an apple to apple estimate broken down by room for us to review. Issue 2: You wish us to come and complete the repairs. We have already decided not to do any repairs for you. We withdrew our bid when we made this decision. If you still feel our bid was too low, then you need to obtain some bids to show this. However, you will need to present this to your HOA or HOA management company as they are the ones who accepted liability for your damages. I took a sample of your flooring to Home Depot today and priced it with them. Your flooring is equivalent to their Pergo Laminate Flooring of 8mm-10mm in the $2.65/sf price range. At their price of $1.99/sf installed(labor), plus the underlayment, trims, and additional floor removal, our bid amount is right in line with their pricing. Have you tried getting a bid from them? The bid should be itemized per item and by room. Upon obtaining your bid, if it is higher, you should submit it to your HOA property management company for review.

On June 3, 2015, we were hired by the HOA to complete drying mitigation in Mr***'s unit due to an HOA covered event/leakWe completed the drying mitigation by June 11, And have been paid by the HOA for this serviceWe were contracted by the HOA for this service
Mr*** is correct in
that our dehumidifier did leak and cause damage to the laminate flooring in the bathroom during the drying mitigation process
Upon completion of the drying mitigation, we were asked by the HOA to provide a bid to repair the damages caused by the leakThe HOA approved to replace all of the laminate flooring in his unit as the water damage from the leak damaged enough of his laminate flooring in his unit for them to elect to do soThis area the HOA is paying to replace INCLUDES the bathroom laminate flooring Mr*** has filed his complaint onThus, he is asking us to pay for a floor that the HOA has already committed to paying forSee the attached approved HOA estimate
Upon receiving the approval from the HOA to complete the repairs per the attached estimate, Mr*** asked for many adjustments and/or upgradesHis first request was for us to include laminate flooring in the master bedroom, and master bath at no additional costWe did not agree to this as there was not enough profit in the estimate to do soHe also wanted a quote to upgrade his wood flooring to a pre-engineered floor, with him purchasing the flooring but us to install it at the laminate flooring install priceWe advised him we could not do this as the labor for pre-engineered flooring is higherHe also asked for an estimate for tile flooringOnce again, he wanted to buy the materials and we install at costUpon dealing with him over several weeks, we elected we no longer wish to pursue working for himAnd after discussing this with the property manager, we advised Mr*** of this fact
Last week Mr*** contacted usHe stated he would like us to complete the repairs as originally approved by the HOAUpon consulting the estimator interacting with MR***, I contacted him on Monday and advised we were not interested in working for himHe complained that we damaged and should pay for his flooring in the bathroomI advised him that the HOA approved estimate already includes this flooring in question and the HOA would be paying for itThey have already committed to thisIn asking us to pay for the bathroom laminate flooring after the HOA has already agreed to pay for it is asking for a double payment of the same damagesPlease contact the HOA if you have any questions about this issue
*** **
Servpro of Centre City Uptown
*** ***

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.
Regards,
[redacted] 
Regarding Mr. **’s reply:
“Mr. [redacted] is correct in that our dehumidifier did leak and cause damage to the
laminate flooring in the bathroom during the drying mitigation process.”
This is true
“Mr. [redacted] asked for many adjustments and/or upgrades. His first
request was for us to include laminate flooring in the master bedroom, and
master bath at no additional cost. We did not agree to this as there was not
enough profit in the estimate to do so. He also wanted a quote to upgrade his
wood flooring to a pre-engineered floor, with him purchasing the flooring but
us to install it at the laminate flooring install price. We advised him we
could not do this as the labor for pre-engineered flooring is higher. He also
asked for an estimate for tile flooring. Once again, he wanted to buy the
materials and we install at cost.”
This is false.  I at no time requested laminate installation
at no additional cost.  This makes no
sense. Why would I ask for free labor in a separate area?  I would have paid out of pocket for that
work.
Yes, I had inquired about upgrading to a
different floor type.  If your company
wanted to charge extra for installing those goods, that is justifiable,
reasonable.
Here are the other facts of the matter:
To replace my damaged laminate floor,
my condo association sought bids for the best price contractor.
This job was awarded to Servpro based
on their proposal to complete the replacement at a cost of $4,550.00. 
After the job was awarded, I sought
information regarding the cost of installing a better floor in the form of
hardwood and tile, and expanding this project to include other living areas to
match. 
At no time did I ask for any free
installation of flooring, or free materials as stated by the owner above.
I only asked for fair and professional
treatment.
I am filing this complaint because of a false bid that was submitted (company
was not able to do job at the price quoted, backed out), and because the
company caused damage to my floor and did not repair the damage.
I asked Mr. ** to complete the job at
the original price quoted and he made untruthful claims that I asked for free
and
9/17/15
Project Manager [redacted]:
Regarding the proposed work
“$4285.13 – 10% Overhead/10 Profit is
not included. This is the approved flooring amount.  This includes the
Laminate flooring, Under-lament, quarter round, g**e, thresholds etc. 
Only in the original areas.  Kitchen, Living room, Bedroom 1, Bedroom 1
closet, Hall, Hall Bath, Laundry.  Also includes the removal of the
flooring that is still in place (Discard of old materials.) and all content
manipulation for the work to be completed.”
With that additional 20% charge from
overhead and profit, this would mean the total cost of this project would be $5,142.16. 
When I questioned the proposed charges
and labor rates, I was received the following reply:
9/24/15
Project Manager [redacted]
“Anyway,  I wanted to let you know I have been over a lot of the
information in the scopes and I talked with the owner of my company about your
project. Due to the changes you want, less materials and also our overhead
cost, we have decided not to take on your project due to time and
profitability.”
The sum of all this:
Your company bid to do a job, found out that you wouldn’t make a profit at the
amount you were approved for ($4550 vs $5142.16).  Then you decided not to do the job, or repair
the damage that you caused.  My floor
remains unrepaired because my condo association will only pay up to the $4550
that you quoted them. 
In addition, you admit that your
company caused damage to my floor, yet will not repair it.
This is unprofessional and
unacceptable. 
They should be accountable for the damage they caused and repair it. 
 [redacted]

Upon reviewing your original complaint, you have two issues:
1. Bathroom flooring repair.
2. Getting the flooring replaced in your unit.
Issue 1: I have already acknowledge that our dehumidifier did malfunction and damage the bathroom laminate flooring. However, I stated that since your HOA has already agreed to pay for its replacement, we did not owe for this replacement a second time. I will however agree that if the HOA payment for the bathroom flooring is short, we will cover the difference. However, we do not owe any monies for any other areas/room/portion of your unit. But you will need to present an apple to apple estimate broken down by room for us to review.
Issue 2: You wish us to come and complete the repairs. We have already decided not to do any repairs for you. We withdrew our bid when we made this decision. If you still feel our bid was too low, then you need to obtain some bids to show this. However, you will need to present this to your HOA or HOA management company as they are the ones who accepted liability for your damages. I took a sample of your flooring to Home Depot today and priced it with them. Your flooring is equivalent to their Pergo Laminate Flooring of 8mm-10mm in the $2.65/sf price range. At their price of $1.99/sf installed(labor), plus the underlayment, trims, and additional floor removal, our bid amount is right in line with their pricing. Have you tried getting a bid from them? The bid should be itemized per item and by room. Upon obtaining your bid, if it is higher, you should submit it to your HOA property management company for review.

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.
Regards,
[redacted] Regarding Mr. **’s reply:
“Mr. [redacted] is correct in that our dehumidifier did leak and cause damage to the
laminate flooring in the bathroom during the drying mitigation process.”
This is true
“Mr. [redacted] asked for many adjustments and/or upgrades. His first
request was for us to include laminate flooring in the master bedroom, and
master bath at no additional cost. We did not agree to this as there was not
enough profit in the estimate to do so. He also wanted a quote to upgrade his
wood flooring to a pre-engineered floor, with him purchasing the flooring but
us to install it at the laminate flooring install price. We advised him we
could not do this as the labor for pre-engineered flooring is higher. He also
asked for an estimate for tile flooring. Once again, he wanted to buy the
materials and we install at cost.”
This is false.  I at no time requested laminate installation
at no additional cost.  This makes no
sense. Why would I ask for free labor in a separate area?  I would have paid out of pocket for that
work.
Yes, I had inquired about upgrading to a
different floor type.  If your company
wanted to charge extra for installing those goods, that is justifiable,
reasonable.
Here are the other facts of the matter:
To replace my damaged laminate floor,
my condo association sought bids for the best price contractor.
This job was awarded to Servpro based
on their proposal to complete the replacement at a cost of $4,550.00. 
After the job was awarded, I sought
information regarding the cost of installing a better floor in the form of
hardwood and tile, and expanding this project to include other living areas to
match. 
At no time did I ask for any free
installation of flooring, or free materials as stated by the owner above.
I only asked for fair and professional
treatment.
I am filing this complaint because of a false bid that was submitted (company
was not able to do job at the price quoted, backed out), and because the
company caused damage to my floor and did not repair the damage.
I asked Mr. ** to complete the job at
the original price quoted and he made untruthful claims that I asked for free
and
9/17/15
Project Manager [redacted]:
Regarding the proposed work
“$4285.13 – 10% Overhead/10 Profit is
not included. This is the approved flooring amount.  This includes the
Laminate flooring, Under-lament, quarter round, g**e, thresholds etc. 
Only in the original areas.  Kitchen, Living room, Bedroom 1, Bedroom 1
closet, Hall, Hall Bath, Laundry.  Also includes the removal of the
flooring that is still in place (Discard of old materials.) and all content
manipulation for the work to be completed.”
With that additional 20% charge from
overhead and profit, this would mean the total cost of this project would be $5,142.16. 
When I questioned the proposed charges
and labor rates, I was received the following reply:
9/24/15
Project Manager [redacted]
“Anyway,  I wanted to let you know I have been over a lot of the
information in the scopes and I talked with the owner of my company about your
project. Due to the changes you want, less materials and also our overhead
cost, we have decided not to take on your project due to time and
profitability.”
The sum of all this:
Your company bid to do a job, found out that you wouldn’t make a profit at the
amount you were approved for ($4550 vs $5142.16).  Then you decided not to do the job, or repair
the damage that you caused.  My floor
remains unrepaired because my condo association will only pay up to the $4550
that you quoted them. 
In addition, you admit that your
company caused damage to my floor, yet will not repair it.
This is unprofessional and
unacceptable.  They should be accountable for the damage they caused and repair it. 
 [redacted]

Review: Serv Pro was hired by my condo association to perform clean up duties related to plumbing leak into my home.

They performed a ceiling, floor removal due to water damage in an appropriate fashion.

However during the cleanup, the dehumidifying machine caused collateral damage to a bathroom flooring area.

The workers informed me that they were insured and bonded and they would take care of the damage to my bathroom floor.

The company was approved to do the flooring repair.

I questioned the additional costs they quoted for using better grade materials, namely the additional 10% overhead, 10% profit charges and their apparently higher labor rates.

After doing so, they elected not to do the repair entire project at all or repair the damaged floor they caused in the bathroom.Desired Settlement: Compensation of the damages to the bathroom floor.

Business

Response:

On June 3, 2015, we were hired by the HOA to complete drying mitigation in Mr. [redacted]'s unit due to an HOA covered event/leak. We completed the drying mitigation by June 11, 2015. And have been paid by the HOA for this service. We were contracted by the HOA for this service.

Mr. [redacted] is correct in that our dehumidifier did leak and cause damage to the laminate flooring in the bathroom during the drying mitigation process.

Upon completion of the drying mitigation, we were asked by the HOA to provide a bid to repair the damages caused by the leak. The HOA approved to replace all of the laminate flooring in his unit as the water damage from the leak damaged enough of his laminate flooring in his unit for them to elect to do so. This area the HOA is paying to replace INCLUDES the bathroom laminate flooring Mr. [redacted] has filed his complaint on. Thus, he is asking us to pay for a floor that the HOA has already committed to paying for. See the attached approved HOA estimate.

Upon receiving the approval from the HOA to complete the repairs per the attached estimate, Mr. [redacted] asked for many adjustments and/or upgrades. His first request was for us to include laminate flooring in the master bedroom, and master bath at no additional cost. We did not agree to this as there was not enough profit in the estimate to do so. He also wanted a quote to upgrade his wood flooring to a pre-engineered floor, with him purchasing the flooring but us to install it at the laminate flooring install price. We advised him we could not do this as the labor for pre-engineered flooring is higher. He also asked for an estimate for tile flooring. Once again, he wanted to buy the materials and we install at cost. Upon dealing with him over several weeks, we elected we no longer wish to pursue working for him. And after discussing this with the property manager, we advised Mr. [redacted] of this fact.

Last week Mr. [redacted] contacted us. He stated he would like us to complete the repairs as originally approved by the HOA. Upon consulting the estimator interacting with MR. [redacted], I contacted him on Monday and advised we were not interested in working for him. He complained that we damaged and should pay for his flooring in the bathroom. I advised him that the HOA approved estimate already includes this flooring in question and the HOA would be paying for it. They have already committed to this. In asking us to pay for the bathroom laminate flooring after the HOA has already agreed to pay for it is asking for a double payment of the same damages. Please contact the HOA if you have any questions about this issue.

Servpro of Centre City Uptown

619 [redacted]

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.

Regards,