Servpro of East Meadow Westbury

During the period of April [redacted] into May ***, the Long Island and Queens New York regions experienced severe weather storms resulting in almost 6” of rainfallOn the morning of May ***, we received an emergency service call at 9:00AM from [redacted] stating that she awoke to find 3”-4” of water within her basement Despite our schedule being full of emergency service we made arrangements to arrive for emergency services at [redacted] ’s home at 11:30AMTwo production technicians had been dispatched and arrived with a truck mounted extractor and portable extractor to pump out the waterWhen speaking with [redacted] , the technicians were advised that the cause of loss in her basement was due to a broken pipe lineUpon inspection, the level of water had risen from the advised 3”-4” of water to approximately 6”-8” of water The production technicians began pumping water and soon realized that the pumping was not removing the water as fast as it should which means that the source of water (which was not found) was still continuing to flood the basement area Weather the night before was extremely heavy flood rain so they team assumed that perhaps this was not a broken pipe issue, but instead a ground water issueAt the start of the extraction, they had ran one Sapphire Truck mount (gallons a minute) and one #Mega Floor Removal (gallons a minute) until 3:00PM (GPM +15GPM=GPM x hours = gallons per hour x hours = gallons removed) No matter how long they pumped, the ground water continued to seep in faster than they could pump the water and would not depleteRealizing that the equipment they had available was not going to allow them to pump out the water, they went out to purchase additional pumps and also called for another production technician to arrive in order to assist with this jobAt 4:00PM, the production team then added a portable electric water pump, 1/3HP GPM (gallons per minute) until they could get a gas powered water pump setupAt 4:45PM, the production team added gas powered pump @ GPM At 5:45PMthe gas pump was shut down when water level was at 3” and the pump could not pull any more water (GPM x hour = 9,gallons removed) The electric pump had continued to run until 6:00PM when the water level had dropped below the suction level inch (45GPM x hours = gallons) At 6:00PM, the production technicians resumed use of the truck mounted extractor for approximately minutes when the customer, felt it was taking too much time to remove and [redacted] asked us to remove our equipment and vacate the premisesThe production technicians were on site from 11:30AM until 6:30PM trying to pump out waterWe advised the customer we would only charge for pumping from 4:00PM to 6:30PM plus the emergency service chargeWe had pumped down to 2”-2.5” of water before we were asked to stop and cannot be held liable for poor drainage issues within a dwelling which had caused water to continuously poor in from a stormIf we were not there from 11:30AM to 6:30PM, the water would have risen to a few feet The total breakdown for extraction is as follows: Truck mount and Mega Floor Removal: 7,gallons removed between 11:30AM to 3:00PM Electric and gas pump : 14,gallons removed between 4:00PM to 6:00PM Truck mount and Mega Floor Removal: 1,gallons removed between 6:00PM to 6:30PM This is an estimated total of 22,gallons of water removed from the dwelling between 11:30AM until 6:30PM 3-inches in 29xbasement 5,gallons 6-inches in 29xbasement 8,gallons The customer was subsequently billed a total of $pretax and $sales tax for a total balance due of $for our services which included an emergency service fee, the labor costs, as well as the cost for the equipment utilizedWe have uploaded copies of the signed Authorization to Perform Services / Direction of Payment paperwork, the First Notice of Loss indicating the nature of the loss when we were first notified of [redacted] ’s effected home, and a copy of the invoice

During the period of April [redacted] into May [redacted], the Long Island and
Queens New York regions experienced severe weather storms resulting in almost
6” of rainfall. On the morning of May [redacted], we received an emergency
service call at 9:00AM from [redacted] stating that she...

awoke to find 3”-4” of
water within her basement.  Despite our
schedule being full of emergency service we made arrangements to arrive for
emergency services at [redacted]’s home at 11:30AM. Two production technicians
had been dispatched and arrived with a truck mounted extractor and portable
extractor to pump out the water. When speaking with [redacted], the
technicians were advised that the cause of loss in her basement was due to a
broken pipe line. Upon inspection, the level of water had risen from the
advised 3”-4” of water to approximately 6”-8” of water.
The production technicians began pumping water and soon realized that the pumping
was not removing the water as fast as it should which means that the source of
water (which was not found) was still continuing to flood the basement area.  Weather the night before was
extremely heavy flood rain so they team assumed that perhaps this was not a broken pipe issue, but instead a ground water issue. At the start of the
extraction, they had ran one Sapphire 370 Truck mount (20 gallons a minute) and one #755 Mega 4 Floor Removal (15 gallons a minute) until 3:00PM (20 GPM
+15GPM=35 GPM x 1 hours = 2100 gallons per hour x 3.5 hours = 7350 gallons removed).    
No matter how long they pumped, the ground water continued to seep in faster than they could
pump the water and would not deplete. Realizing that the equipment they had available was not going to allow them to pump out the water, they went out to
purchase additional pumps and also called for another production technician to arrive in order to assist with this job. At 4:00PM, the production team then
added a portable electric water pump,  1/3HP 45 GPM (gallons per minute) until they could get a gas powered water pump setup. At 4:45PM, the production team added gas
powered pump @ 151 GPM.  At 5:45PMthe gas pump was shut down when water level was at 3” and the pump could not pull any
more water (151 GPM x 1 hour = 9,060 gallons removed).  The electric pump had continued to run until
6:00PM when the water level had dropped below the suction level 2.5 inch (45GPM x 2 hours = 5400 gallons).
At 6:00PM, the production technicians resumed use of the truck mounted extractor for approximately 30 minutes when the customer, felt it was taking too much time to
remove and [redacted] asked us to remove our equipment and vacate the premises. The production technicians were on site from 11:30AM until 6:30PM
trying to pump out water. We advised the customer we would only charge for pumping from 4:00PM to 6:30PM plus the emergency service charge. We had pumped
down to 2”-2.5” of water before we were asked to stop and cannot be held liable for poor drainage issues within a dwelling which had caused water to
continuously poor in from a storm. If we were not there from 11:30AM to 6:30PM, the water would have risen to a few feet.
The total breakdown for extraction is as follows:
Truck mount and Mega 4 Floor Removal: 7,350 gallons removed between 11:30AM to 3:00PM.
Electric and gas pump : 14,460 gallons removed between 4:00PM to 6:00PM
Truck mount and Mega 4 Floor Removal: 1,050 gallons removed between 6:00PM to 6:30PM.
This is an estimated total of 22,860 gallons of water removed from the dwelling between 11:30AM until 6:30PM.
3-4 inches in 29x51 basement 5,000 gallons
6-8 inches in 29x51 basement 8,000 gallons 
The customer was subsequently billed a total of $892.01 pretax and $76.94 sales tax for a total balance due of $968.95 for our services which included an emergency
service fee, the labor costs, as well as the cost for the equipment utilized. We have uploaded copies of the signed Authorization to Perform Services /
Direction of Payment paperwork, the First Notice of Loss indicating the nature of the loss when we were first notified of [redacted]’s effected home, and  a copy
of the invoice.

Review: The business provider did not provide any services to my home and has repeatedly sent me invoices claiming that certain amounts are due. Incredibly, the business provider did not know how to remove the water from my basement and did not actually do anything to remove the water. Instead, after showing up at my home and after doing nothing to remove the water for several hours, they went to a home improvement store to purchase a residential-grade sump pump. As they were not capable of providing any services at my home and wasted valuable time, I asked them to leave and hired a different company to render the emergency water-removal services.Desired Settlement: No services were rendered and no amount is due to the service provider. They should cease sending invoices to my home.

Business

Response:

During the period of April [redacted] into May [redacted], the Long Island and

Queens New York regions experienced severe weather storms resulting in almost

6” of rainfall. On the morning of May [redacted], we received an emergency

service call at 9:00AM from [redacted] stating that she awoke to find 3”-4” of

water within her basement. Despite our

schedule being full of emergency service we made arrangements to arrive for

emergency services at [redacted]’s home at 11:30AM. Two production technicians

had been dispatched and arrived with a truck mounted extractor and portable

extractor to pump out the water. When speaking with [redacted], the

technicians were advised that the cause of loss in her basement was due to a

broken pipe line. Upon inspection, the level of water had risen from the

advised 3”-4” of water to approximately 6”-8” of water.

The production technicians began pumping water and soon realized that the pumping

was not removing the water as fast as it should which means that the source of

water (which was not found) was still continuing to flood the basement area. Weather the night before was

extremely heavy flood rain so they team assumed that perhaps this was not a broken pipe issue, but instead a ground water issue. At the start of the

extraction, they had ran one Sapphire 370 Truck mount (20 gallons a minute) and one #755 Mega 4 Floor Removal (15 gallons a minute) until 3:00PM (20 GPM

+15GPM=35 GPM x 1 hours = 2100 gallons per hour x 3.5 hours = 7350 gallons removed).

No matter how long they pumped, the ground water continued to seep in faster than they could

pump the water and would not deplete. Realizing that the equipment they had available was not going to allow them to pump out the water, they went out to

purchase additional pumps and also called for another production technician to arrive in order to assist with this job. At 4:00PM, the production team then

added a portable electric water pump, 1/3HP 45 GPM (gallons per minute) until they could get a gas powered water pump setup. At 4:45PM, the production team added gas

powered pump @ 151 GPM. At 5:45PMthe gas pump was shut down when water level was at 3” and the pump could not pull any

more water (151 GPM x 1 hour = 9,060 gallons removed). The electric pump had continued to run until

6:00PM when the water level had dropped below the suction level 2.5 inch (45GPM x 2 hours = 5400 gallons).

At 6:00PM, the production technicians resumed use of the truck mounted extractor for approximately 30 minutes when the customer, felt it was taking too much time to

remove and [redacted] asked us to remove our equipment and vacate the premises. The production technicians were on site from 11:30AM until 6:30PM

trying to pump out water. We advised the customer we would only charge for pumping from 4:00PM to 6:30PM plus the emergency service charge. We had pumped

down to 2”-2.5” of water before we were asked to stop and cannot be held liable for poor drainage issues within a dwelling which had caused water to

continuously poor in from a storm. If we were not there from 11:30AM to 6:30PM, the water would have risen to a few feet.

The total breakdown for extraction is as follows:

Truck mount and Mega 4 Floor Removal: 7,350 gallons removed between 11:30AM to 3:00PM.

Electric and gas pump : 14,460 gallons removed between 4:00PM to 6:00PM

Truck mount and Mega 4 Floor Removal: 1,050 gallons removed between 6:00PM to 6:30PM.

This is an estimated total of 22,860 gallons of water removed from the dwelling between 11:30AM until 6:30PM.

3-4 inches in 29x51 basement 5,000 gallons

6-8 inches in 29x51 basement 8,000 gallons

The customer was subsequently billed a total of $892.01 pretax and $76.94 sales tax for a total balance due of $968.95 for our services which included an emergency

service fee, the labor costs, as well as the cost for the equipment utilized. We have uploaded copies of the signed Authorization to Perform Services /

Direction of Payment paperwork, the First Notice of Loss indicating the nature of the loss when we were first notified of [redacted]’s effected home, and a copy

of the invoice.