Servpro of Chesterfield, Tri-Cities, Richmond & Henrico

Dear [redacted] , Please know that we at SERVPRO of Chesterfield are always concerned to hear of a customer's dissatisfaction with the service we provideWe are sorry you feel an error on our part resulted in additional expense to youWe are very sorry you feel an error made on our part resulted in additional expense to you I have reviewed your letter of complaint with all involved parties who performed services in your home following a water damage on May 5, After researching the issues and careful consideration of your request I regret to inform you that we are unable to reimburse any cost you have incurred for the replacement of a HVAC blower motor in your home Our decision is based upon the following: SERVPRO of Chesterfield technicians follow the proper procedures when replacement of flex lines are a requirement HVAC units are not disconnected while the work is being performedThere is no reason or need for the unit to be disconnected Our Manager, [redacted] contacted your HVAC contractor, [redacted] spoke with the technician who responded to both the first and second service call at your homeThe technician stated he did not see an unplugged unit and stated he did not plug the unit in HVAC Technicians suspects the blower motor failure is the result of a water issue I am sorry you feel SERVPRO of Chesterfield performed poorly and our work led to damagesHowever, based upon our conversation with your HVAC technician, our standard procedures and discussions with our technicians we must conclude SERVPRO of Chesterfield performed all service properly and we are not responsible for a failure of the blower unitTherefore we decline your request for reimbursement Sincerely, [redacted] Director SERVPRO of Chesterfield

***, I am sorry for the delay but I thought this had been resolved! Here is an official responseThanks and have a great weekendAfter reviewing Mr***'s complaint I discussed the damage issues with our company
owners, *** *** ***It was agreed the full amount of Mr***'s request ($338.50) should be approved and be refunded to Mr***A check was requested on 6-1-by our Project Manager, *** *** attempted to call Mr*** but was unable to reach him by phone*** left an "update" voice mail regarding the complaint, damage and reimbursement requestOn 6/2/Mr*** returned our call and spoke with *** confirmed a reimbursement of $representing the full amount of Mr***’s request had been approvedThe check has been ordered and was in-process. Mr***'s lamp would also be returned Mr*** seemed very appreciative and pleased with the final resolutionHe also thanked *** personally for his assistance and help with the matter. On 6/2/a check in the amount of $was delivered to *** home.We regret the initial requests by Mr*** were not handled more quickly and efficientlyThank you for bringing the complaint to our attention

Dear [redacted],
Please know that we at SERVPRO of Chesterfield are always concerned to hear of a customer's dissatisfaction with the service we provide. We are sorry you feel an error on our part resulted in additional expense to you. We are very sorry you feel an error made on our...

part resulted in additional expense to you.
I have reviewed your letter of complaint with all involved parties who performed services in your home following a water damage on May 5, 2014. After researching the issues and careful consideration of your request I regret to inform you that we are unable to reimburse any cost you have incurred for the replacement of a HVAC blower motor in your home.
Our decision is based upon the following:
SERVPRO of Chesterfield technicians follow the proper procedures when replacement of flex lines are a requirement.
HVAC units are not disconnected while the work is being performed. There is no reason or need for the unit to be disconnected.
Our Manager, [redacted] contacted your HVAC contractor, [redacted] spoke with the technician who responded to both the first and second service call at your home. The technician stated he did not see an unplugged unit and stated he did not plug the unit in.
HVAC Technicians suspects the blower motor failure is the result of a water issue.
I am sorry you feel SERVPRO of Chesterfield performed poorly and our work led to damages. However, based upon our conversation with your HVAC technician, our standard procedures and discussions with our technicians we must conclude SERVPRO of Chesterfield performed all service properly and we are not responsible for a failure of the blower unit. Therefore we decline your request for reimbursement.
Sincerely,
[redacted]
Director
SERVPRO of Chesterfield

Review: During Feb. 2015 cold weather, we had a pipe burst upstairs. Early that afternoon during normal business hours, I called Servpro for help. I was put on a list and two days later they showed up. Over those two days, I had used towels and vacs to dry up most of the water in the carpets. When they arrived, they torn down some drywall, put out fans and humidifiers and left for three days. My insurance carrier sent an appraiser and they determined that the floor in the dining room needed to be removed. Servpro sent a contractor out to the flooring and additional drywall. To make a long story short, after getting a detailed bill for Servpro's charges from my insurance carrier (I'm still waiting for the one I requested from Servpro) I noticed charges for work that was not done. I know what was done, I was there the entire time that work was going on. There were 3 items on the bill that I disagreed with. First, they charged for an emergency call out. It was during normal business hours and they showed up 2 days later. By that time, it wasn't an emergency, it was nothing more than routine demolition. Second, I was charged for vacuuming up standing water - no vacuums entered my house. Third, they said they sprayed anti-microbial for mold, that didn't enter my house either. I notified David Cover of Servpro about the discrepancies, and sometime after he said he had checked with his contractors and yes, they had not vacuumed up the water. He also said the owner was not going to write off the emergency charge because they had a lot of calls at the time and were busy. Also, whoever he asked about the spraying said they had and that wasn't going away either. So, the contractor who removed the flooring and additional drywall surely hadn't sprayed but I was being charged for it anyway.Desired Settlement: Send me a stamped "paid in full" receipt for the $3000 I have already paid. Also, adjust their data entry and software to verify charges instead of assuming the work that was quoted on the estimate was actually done.

Business

Response:

Thank you for bringing Mr. [redacted]’s concerns to our attention. I have reviewed the complete job file including all line item charges and the final invoice. Mr. [redacted] contacted our office in regards to our invoice for the services we performed due to water damage to his home. After a review of the job file; charges totaling $271.95 were removed. The original invoice amount of $3,883.73 was revised to the adjusted total of $3,611.78. The complaint also includes Mr. [redacted]’s dispute of a charge for Emergency Service. He states that the call was during normal business hours and we did not arrive at his home until two days later. Mr. [redacted] is correct, the call was received on the afternoon of February 16th and we arrived at his home to perform services on February 18th. “Emergency Service” is not defined by the date or time of service. An Emergency Service calls address the immediate situation and provides service to help reduce additional property damage after a fire or water damage. A charge for an Emergency Service call during business hours is valid. Service calls received after hours are assessed at a higher rate. The term “Emergency Service” and the fees associated to provide it are understood and accepted by insurance company professionals. When a structure is damaged by water, a professional restoration company will provide emergency service in order to quickly address damages in an attempt to prevent secondary damages. The services include but are not limited to a thorough inspection of the affected area(s), current levels and locations of excessive moisture, documentation of the damage, cleanup and application of an antimicrobial to help prevent microorganism growth. In addition an assessment of the contents, building materials and other porous materials is conducted. Areas that require demolition are identified and a plan is developed to remove or relocate items that will impede the drying process. Calculations are made to determine the type amount and placement of drying equipment. These calculations consist of many factors including saturation levels, indoor/outdoor temperature and humidity, affected materials, contents, the layout and square footage of the structure. These are critical steps taken in order to create an effective drying plan designed to help prevent additional damage and expense caused by a wet environment. Unfortunately Mr. [redacted]’s home sustained substantial water damage during one of the most instense arctic air outbreaks recorded in Virginia and throughout the Mid-Atlantic. The record low temperatures resulted in frozen pipes which subsequently burst causing major water damage to thousands of homes and businesses in RVA and across the surrounding area. Many of these water damages required professional restoration services. Thousands of service calls flooded into area restoration companies including the SERVPRO® locations owned by our company. When a weather event impacts Central Virginia (hurricanes, tropical storms and polar vortexes) to the extent restoration services and drying equipment may be in short supply; it is our policy to provide priority service to our existing customer base. We continue to take service requests, explain the situation and offer to place the caller on a waiting list. Most callers are well aware of the severity of the situation, grateful we accepted their call and happy to be placed on a list services. Mr. [redacted] contacted our office on the afternoon of Monday, February 16th. He had called ServiceMaster, another restoration company prior to contacting us. We advised Mr. [redacted] of our backlog and offered to place him on the wait list. He agreed and we explained we would call him back as soon as possible to schedule service. The following day we received a request from his insurance adjuster for help in scheduling Mr. [redacted]. On Wednesday, February 18th Mr. [redacted] was contacted and same day service was scheduled. I am sorry Mr. [redacted] feels that by the time we arrived 2 days later he no longer had an emergency but only required routine services. It is unfortunate Mr. [redacted] does not understand the severity of the water damages caused by the deep freeze or the number of people affected; many of which waited weeks for the same service he received less than 48 hours after he called. Mr. [redacted] contends the anti-microbial product was not applied. He is incorrect, the anti-microbial was applied and charges are valid. Thank you for your assistance in this matter. Should you have questions please do not hesitate to call me. Sincerely, [redacted]

Consumer

Response:

I have reviewed the offer and/or 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.

Please see attached.

Regards,

Review: Servpro was contracted to repair ceiling damage in a second floor residential office. They are on the State Farm Insurance preferred contractor list. After signing a contract, work was delayed a week because Servpro said they "wanted to send their most qualified drywall person and he was currently sick." We were told the repair would take 2 - 2.5 days for completion. The "most qualified drywall person" showed up with an assistant and replaced the Sheetrock and and taped the seams and applied the mud to cover the tape and left. There were depth differences in the seams and definitely the mud. Called the next morning and got to talk with the Servpro [redacted] and explained the situation before their "the most qualified drywall person" arrived and agreed it needed to be redone. Made corrections with mud to fill in the low lying areas, used a blower to let it dry and repeated the process during the day trying to achieve a smooth repair. Servpro left at close of the day with a repair that appeared worse than the first. Again called Servpro in the morning and explained situation to the [redacted]. "The most qualified showed up shortly thereafter and made multiple attempts to fix the problem. When he left it was much worse than the beginning. Called Servpro the next morning and found talking to the [redacted] more difficult but he finally did return the call. Came on site during the day to give advice to "the most qualified" and left. At the end of the 5th day of missing work it was a disaster. "The most qualified" finally came down at the end of the day and confessed that he was not a professional drywall guy and that he told management repeatedly not to make him use the cheap 5 minute mud. Gave us his cell so we could call him on Sunday (he had a wedding on Saturday to attend) and let him know how it turned out. He was obviously frustrated as no progress was being made. We attempted repeatedly to reach him on Sunday with no answer. He did not show on Monday as promised and I called Servpro. Had great difficulty getting to talk with the [redacted]. After repeated attempts he finally called me and again came and looked at the work, but also brought an outside drywall contractor with him. Both agreed the replaced drywall and mud needed to be ripped out and replaced, in essence start over. The [redacted] blamed the employee and said that maybe he was not a ceiling drywall guy, but a wall guy. Also blamed the employee for using 5 minute mud. The outside contractor spent the next 2.5 days putting in new drywall, taping and applying mud. Did some touch up to the mud (not 5 minute) and completed an acceptable job. Consumed 7.5 days including one Saturday. Much lost work due to unqualified staff and early remediation by Servpro management. Definite failure to provide qualified staff and to do project supervision. Also not readily responsive once there is a job related problem. Very disappointed.Desired Settlement: Servpro's estimate was $400 more that the other two bids. When they did not offer an apology or any form of satisfaction after putting through nearly two weeks of hell, I finally (another run around) got to talk with the [redacted] and requested the $400 difference as a pittance for the days of work lost. He said he didn't see a problem but had to clear it with the owner(s). Never heard back from him (surprise). Again calls requesting to speak to the [redacted]. When I finally got to speak with him he said the owners declined. We discussed and he said he would try again under the circumstances of lost work time and trouble. Did not hear back from him (surprise). Again, after repeated attempts the [redacted] took the call and said the owners response was that "they fixed the problem and owed me nothing." I am a small business owner and if I had so little regard for my customers I would be out of business. As a big company, Servpro obviously does not care.

Business

Response:

Revdex.com Case: [redacted]

Dear [redacted],

I received the repair complaint submitted to the Revdex.com by [redacted]. I examined the documentation in the project file and met with our owner, general manager and project supervisor assigned to the project at the [redacted] home. Based upon the meetings and after a second review of the customer file we are declining [redacted] settlement request.

SERVPRO® of Chesterfield made every attempt to complete the project to Mr. [redacted] ‘s satisfaction. In fact our project supervisor believed we had finally met [redacted] expectations after speaking with him before leaving the on the last day.

[redacted] letter has an overall tone that strongly suggests SERVPRO® of Chesterfield is unprofessional, unconcerned and unresponsive to customer issues. I would like to address several inaccuracies in the letter as wells as speak to the insinuation that SERVPRO® of Chesterfield has little regard for customer service or the quality of the work we provide.

Review: Servpro fixed my flex line to my HVAC under my house on 5/21. a month later I had HVAC issues and contacted an HVAC repairman. The repairman was able to determine that 2 plugs were unplugged and was not giving the HVAC unit power. This could have only happened when servpro unplugged the unit to fix the flex line. Due the the fact that the unit was unplugged for so long, the motor blower went bad. The blower had to replaced and cost me an additional 212.00 I called Servpro and explained that I had incurred additional charges for them not plugging the unit in after repair. I was told to fax the invoice in and it would be handled. After weeks of calling and leaving messages, [redacted] a manager said they would not cover the charge. He did not contact my repair company for discussion or to ask what was done.Desired Settlement: I would like reimbursement of my $212.00 for a service call to replace damage caused from them not plugging in the unit.

Business

Response:

Dear [redacted],

Please know that we at SERVPRO of Chesterfield are always concerned to hear of a customer's dissatisfaction with the service we provide. We are sorry you feel an error on our part resulted in additional expense to you. We are very sorry you feel an error made on our part resulted in additional expense to you.

I have reviewed your letter of complaint with all involved parties who performed services in your home following a water damage on May 5, 2014. After researching the issues and careful consideration of your request I regret to inform you that we are unable to reimburse any cost you have incurred for the replacement of a HVAC blower motor in your home.

Our decision is based upon the following:

SERVPRO of Chesterfield technicians follow the proper procedures when replacement of flex lines are a requirement.

HVAC units are not disconnected while the work is being performed. There is no reason or need for the unit to be disconnected.

Our Manager, [redacted] contacted your HVAC contractor, [redacted] spoke with the technician who responded to both the first and second service call at your home. The technician stated he did not see an unplugged unit and stated he did not plug the unit in.

HVAC Technicians suspects the blower motor failure is the result of a water issue.

I am sorry you feel SERVPRO of Chesterfield performed poorly and our work led to damages. However, based upon our conversation with your HVAC technician, our standard procedures and discussions with our technicians we must conclude SERVPRO of Chesterfield performed all service properly and we are not responsible for a failure of the blower unit. Therefore we decline your request for reimbursement.

Sincerely,

Director

SERVPRO of Chesterfield

Consumer

Response:

I have reviewed the offer 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.

Their letter indicates the HVAC people did nor pkyf it in. [redacted] directed us other the phone how to reconnect the plug unstead of coming our fir a service call. The fact remains the plug was left unplugged after servepro was there. The HVAC people indicated to me the motor blew to a power surge. Servepri were the only ones under the house therefore they unplugged it. A supervisor never went under my house to verify the work of its workers. They are responsible for unplugging and should be responsible to fix.

Regards,

Review: This company was hired to pack up and remove my things. They agreed to take the job knowing I had a lot of stuff and that it would need to be put back where I could find and in the same condition. They have damaged my furniture and fail to take responsibility for it. Bob the so called manager has come to my home twice and each time he has been rude along with Thomas. He tried to bully me. I find his behavior both provocative and threatening. I have pictures and video of everything as well as tape recordings. Called the said owner and he was also rude and dismissive of my claims. I do have supporting evidence as well as a witness, their own employee [redacted] acknowledged that the furniture was not damaged. (I have that on recording also.)They have piled stuff on my upstairs beds and treadmill. Took apart my computer desk upstairs and made it a bookcase. They have left my furniture in the rain. I am disabled and should not have to navigate the stairs to find my things, nor should I have to deal with the damage to my things because they think I have to much stuff. They have blocked my door upstairs creating a hazard for me. All my beds are filled with stuff that they put on there after being told not to. Closet doors are down and no insulation was put back, nor was my furniture cleaned from the water damage. My bed has marks and nicks in it from them handling. This is just the short of the situation. I do have further proof of the issues.Desired Settlement: My furniture and other items needs to be repaired and or replaced. I am scared to let them back in my house because they are dishonest and I wish to have someone else do the work. My things need to be put where I can access and back to the original position.

Business

Response:

Kathleen C.

Taylor

SERVPRO®

of Richmond, Chesterfield, Henrico & Tri-Cities, Plus

RE: Complaint ID [redacted]

[redacted]

We are disappointed to learn of the complaint submitted by [redacted] to the

Revdex.com. I have reviewed

the file including photos our staff took of [redacted]’s home, furniture and

personal items. I have also met with our

team to discuss [redacted]’s concerns.

Our company was hired to

mitigate water damage that occurred in [redacted]’s home. The carpet and pad in the home required

removal. Due to the amount of furniture, boxes, bags and other items we were

unable to remove the carpet and pad without first removing contents from the

room. Typically we are able to perform mitigation

services by rearranging the customer’s furniture and/placing them in an adjoining

room. Due to the amount of items in the

home this was not feasible and a storage pod was required.

We understand how disruptive and

stressful damages to a home can be for the homeowner. We took extra care with this project due to

the condition of the home and [redacted]’s situation. Our staff packed t6he contents and moved the

furniture under [redacted]’s very close supervision. When we returned to complete the work we

again worked very closely with [redacted].

We communicated with her throughout the process in order to place her items

where and how she preferred. We requested permission to place some items on the

bed as there was not any other available space.

The furniture in the home was not in good

condition and much of it had extensive damage.

Based upon the photos I reviewed it does not appear we would have caused

further damage.

Again we are sorry [redacted] is

unhappy with our work however we do not agree compensation for damages are warranted.

We would be happy to review her video, voice recordings and pictures she

captured of our staff throughout the project.

Perhaps these recordings and pictures could

help us all to better understand her interaction with our staff, [redacted]’s concerns

and the condition of the furniture and home.

Thank you for your assistance in this matter. Should you

have questions please do not hesitate to call me.

Sincerely,

Consumer

Response:

I have reviewed the offer 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.

There were no offers made, JUST lies and more lies. First of all my furniture was never in any poor condition, otherwise it would not be in my house. As a matter of fact one of their own picture demonstrate that my office chair was not damaged.(THEY ACCIDENTLY SENT TO ME)The chair has evidence of fresh drywall. I have professionals that come in and out of my house, so they are witness to the fact that Servpro are nothing but a bunch of liars. They have no moral compass on doing the right thing by customers. They damaged my furniture and now want to say it was in bad condition, that is crazy. They were never given any permission to put anything on my beds, never. I still cannot locate my things.

No one was under my close supervision as I cannot stand , nor walk up and down the stairs with that frequency, so that is another lie. There intent is to try and make this go away, but it won't, by trying to state that the condition of my furniture was bad. My house is chaotic because of contents but not because of damaged furniture until Servpro.

As for my pictures and video it is for my "bill of particulars" or your discovery option in the process that will allow you access at that time. I am not going to try and convince you to do the right thing, but I will utilize the legal system to do that. I am fed up with them consistently defending their wrong. I will decide what legal recourse I will take. I have the proof I need as they fail to realize EVERYTHING WAS RECORDED LEGALLY IN MY HOME AND YARD AS POSTED, EVEN VOICE. So again since they want to continue to be dishonest business people, I will take care to proceed with what I need to do. I am angry that I have to spend my time dealing with what should have been a simple process. I hope if this is public that no one will use this company without understanding that it may cost you more. Anyway that is what the courts are for. Thank you Revdex.com for trying to make people honest business people, sometimes you win and sometimes you loose. This is a lost, no hope.

Regards,

Review: In MAR15, our APT PM, [redacted], contracted SERVPRO to come clean smoke damage throughout our entire APT, structure and belongings, due to excess carbon monoxide and improper ventilation of the fireplace. During the process, there were three items that were damaged beyond repair by employees. My wife and two SERVPRO employees were present when one of the items was broken, and was not given an opportunity to examine or inspect the other items before the employees had completed their work. The 3 items that were ruined are a mercury glass lamp, a mercury glass candlestick and our comforter. Mr. [redacted], a crew chief, was assigned to help resolve the issue. I have yet to hear from the operations manager, Mr. [redacted], (whom I first emailed) who according to Mr. [redacted], is too busy to get in touch with me. Mr. [redacted] came to our APT to take pictures and assess damages. He took our lamp to try and "fix it" with a "vice." He has yet to return the lamp. Friday, Mr. [redacted] called to tell me some very irritating and unprofessional news regarding our request for compensation for damages incurred. He said, “Hey man, listen, so I looked at the items and talked to my boss, Bobby, and he said that he will give you $20 for the candlestick, $20 for the lamp, and $50 for the comforter.” I said, “What? $90! The total you are trying to give me does not even cover a third of the cost to replace the comforter!” He said, that despite damage, they still worked. I bought those items, with hard earned money because they were very well made items that would last my growing family a long time. Yet, Mr. [redacted] and Mr. [redacted] have the gall to tell me that it is all ok, because the lamp still lights and the comforter keeps me warm? The items were not damaged prior to their work. The items were damaged by SERVPRO, and now they want to insinuate I am trying to make a buck? I will do everything within my power to expose the bad customer service and mafia-like tactics employed by SERVPRODesired Settlement: I would like to be compensated for the following damaged items:The candlestick and lamp are no longer in production, but I have found comparable products from [redacted] (where I purchased mine). The candlestick that was broken was the largest of the 3 that I had. The comforter is on clearance at some [redacted] stores, according to customer service. It is no longer listed on the website. Totaling $338.50

Mercury Glass Lamp $109

Mercury Glass Candlestick $39.50

Comforter $190

Business

Response:

I will research and respond within 7 days. Thank you.

Business

Response:

[redacted], I am sorry for the delay but I thought this had been resolved! Here is an official response. Thanks and have a great weekend. After reviewing Mr. [redacted]'s complaint I discussed the damage issues with our company owners, [redacted]. It was agreed the full amount of Mr. [redacted]'s request ($338.50) should be approved and be refunded to Mr. [redacted]. A check was requested on 6-1-2015 by our Project Manager, [redacted]. [redacted] attempted to call Mr. [redacted] but was unable to reach him by phone. [redacted] left an "update" voice mail regarding the complaint, damage and reimbursement request. On 6/2/2015 Mr. [redacted] returned our call and spoke with [redacted]. [redacted] confirmed a reimbursement of $338.50 representing the full amount of Mr. [redacted]’s request had been approved. The check has been ordered and was in-process. Mr. [redacted]'s lamp would also be returned. Mr. [redacted] seemed very appreciative and pleased with the final resolution. He also thanked [redacted] personally for his assistance and help with the matter. On 6/2/2015 a check in the amount of $338.50 was delivered to [redacted] home.We regret the initial requests by Mr. [redacted] were not handled more quickly and efficiently. Thank you for bringing the complaint to our attention.