ServPro of Eagan/Apple Valley

We had a fire in January, Servpro was our cleaning company of personal property They returned our property on April 25th, When unpacking boxes, some of our items, were not there, some were damaged I would like a mediation as what can be done Some of the items are irreplaceable I do have photos of everything

Our corporate office responded to the complaint and dismissed it as a billing issue, not a service issue. Our corporate office takes these matters very seriously and usually finds against the franchise in such matters. The fact that our corporate office dismissed it is a strong indicator that our work was proper and we should be paid for it. We are willing to come to the homeowner's residence and perform additional services free of charge to help Ms*** with her issues. None of the technicians from the initial work will be present

Company was hired to perform water and mold mitigation in a home where a person with asthma resides as well as children, they promised to properly contain and use negative air pressure to make sure the mold did not move through out the homeThis containment never occurred, wet and moldy items were left in my home, and proper procedure was not followed to insure the health and safety of my homeI overheard a phone conversation between the technician and his boss where the boss told him to “just treat it as a water mitigation, even though we know there is mold” I have since been told that it will cost $2,for another company to fix their messI have contacted Servpro to try and come to a resolution but my calls were never returned

I contacted ServPro on Oct 11, to get an estimate on mold removal in my home I called numerous times to get an estimate with no luck Nine days later I spoke with manager at the office and she gave me estimate over phone, so we lined up date to get work started Estimate never received! Now on Oct 21, they called to tell me they would not be able to do the work for me NEVER use this company!!!!! They were quick to come out to the house and waist our time, but NEVER received an estimate and took days to tell me they were not going to do the work!!!!

I addressed all of these items in my response 1) We never took a second mink pillow We will not offer money for something we didn't take2) Canvas painting was returned along with *** ***'s paintings.3)
Sockets were previously broken. I will increase my offer to $to close this complaint even though we only broke the items discussed in the original reply Those items are worth only approximately $ The increase in the offer is only to cease this process and is not an admission of anything else not previously discussed

I am rejecting this response because:
I have high marks on the survey because 1) I had yet to even see what had been done, and 2) the poor technician was standing right over me watching, it was not his fault his boss told him to do a job improperlyI’m confused as to how you can say the job was done correctly when you don’t have proofI have received no calls aside from the vety rude office lady calling demanding paymentI spoke to corporate after the fact because I don’t want to deal with this shady business, corporate was supposed to call me back with a resolution which they didn’tThere are items(still in my house until this day) that shouldn’t have been left, procedures that were not followed when dealing with mold, and an overall lack of professionalismThis is not a “billing issue” aside from the fact that I need to pay another company to complete the work properlyWhy it took so long to complain? Could you imagine being sold a house with thousands of dollars of undisclosed issues with two ok’ing children and preparing for a new school year as well as trying to keep your home together? Oh not to mention workingI would never recommend this company to ANYONE!

The last communication we have had with Ms. [redacted] was 6/28/17, when we finished our work at her home.  She filled out and signed a Customer Satisfaction Certificate in which she gave us high marks. We were in communication with her insurance company and they informed us that they released the...

payment directly to their insured on 8/8/17.  We made several attempts to contact Ms. [redacted] with no response. On 8/31/17 we sent out a collection letter to remind her to pay us.  The first time we were ever notified that Ms. [redacted] had a problem was after we sent out that collection letter and she called our corporate office.  Our corporate office then audited this job and researched it to make sure everything was compliant with IICRC, (the governing board of our industry), standards. After their research, the corporate office concluded that we had done our job properly and that this complaint was a billing issue. We have documented nine times we have tried to reach out and communicate with Ms. [redacted] to come up with some acceptable resolution with no response from Ms. [redacted].

Initial Business Response /* (1000, 8, 2015/06/15) */
My name is [redacted] and I am the Owner of SERVPRO of Eagan/Apple Valley. I had several phone calls last week with Mr. [redacted] and we came to a resolution.
The primary issue on our end was the Crew Chief from our company that did the work...

was on National Guard duty for nearly a month when the complaint was registered. Once we were able to speak with him, we attempted to work the issue through with the insurance company.
We have never been denied for coverage on work like this in the past. Unfortunately in this case, the insurance company was drawing a hard line on a basis that we did not agree with. In the end, insurance agreed to cover $425 of the $950 claim. SERVPRO of Eagan/Apple Valley will cover the remaining $525 so that Mr. [redacted] is not out of pocket any money from this issue.
We sincerely wish the process could have gone faster, but it could not due to the National Guard issue and the insurance company's stance. In the end, Mr. [redacted] and I believe we have a fine settlement.
Initial Consumer Rebuttal /* (2000, 10, 2015/06/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
[redacted] called me several times to resolve this issue and kept me updated with the progress. He was very professional, and the resolution meets all that I requested.

I am rejecting this response because:I wouldn't be going through all of this if we had the items.  The sockets have a leftime guarantee on them as they were Craftsman.  We asked for them back and never got them.  [redacted] had no paintings in his boxes.  The one canvas painting that was returned was in a bedroom box-not the office box.  We have received no monies for damaged items that Servpro admitted in breaking.  Im totally baffled on all of this.  There were/are many mores items but why bother.  Servpro will not admit to anything.  I'm only asking for a mink pillow, a canvas painting and the sockets to be returned to us.  I will have to take the test as a loss to us.So sad how a business can run.  As I stated before, I do have pictures.  I took them the morning after the fire before Sam came for his first visit.   [redacted]

Our full response is included in the attached document Revdex.com Complaint Reponse.pdf