SERVPRO of Edmonton Southside

In regards to the [redacted] ***, We have been in contact with ***, and have notified her that after many attempts at contacting her adjuster, we still have not heard a replyThe email that was used to contact the adjuster was spelled wrong on our end, but we still left many messages to his phone, and called the office numerous times with no responseThe correct email was used to send him another email, and still no reply [redacted] did notify us that she did speak with her adjuster and he is saying he still hasn’t heard from usI also made sure [redacted] was sent the email that was sent to her adjuster [redacted] has asked that she be sent any communication between the adjuster and SERVPRO, and that is what we will do

Complaint: I am rejecting this response because: I have had ONE person reach out to me, not MULTIPLE, in an attempt to rectify this situation I than had to follow up days later when I still hand;t heard anything back from ServPro or my insurance company In my follow up phone call I was informed that the employee that had initially contacted me was no loner with the company, my file hadn't officially been handled over to anyuone within ServPro and once again they couldn't find the information I had submitted on my claim I had to re-send ServPro the Loss Report As of the middle of last week this claim still has not been handled to my satisfaction As far as I know there still hasn't been any direct communication between SercPro and my insurance adjuster Sincerely, [redacted] ***

Initial Business Response /* (1000, 5, 2014/04/02) */
Contact Name and Title: *.***GM
Contact Phone: ***
Contact Email:***
Client has not received an invoice, but instead a preliminary estimateThey were advised of it on March 27th @ 9:17am
and they acknowledged it the same day at 9:54pm
Since Client's contact indicating dissatisfaction with our services, we contacted their Insurance Carrier in order to have an unbiased opinion in order to offer client a fair price for our servicesAlthough we obtain signed Authorizations for every step/service, we always strive to offer an exceptional customer service
In the process, Client's family mini-van appeared to be vandalized, and as per their email dated March 24th @ 10:51pm they clearly made the statement that "only one or two Servpro workers could have a motive"That's currently under review by our Senior Management
In the rare event of any disagreement in either, our services or charges, it is our practice to seek a third party mediator whenever our clients feel we have not delivered our promisesThus far we have not received their report with recommendations for this unique case

ResponseThank you for your report and first of all I would like to apologize for the delaysWe
have had staff turnover and unfortunately the file was delayed until we transfer the
file to another Project managerWe will do everything in our power to expedite the final portion of the claims as we now have the new P/M reviewing the contents list with picture of your removed
contentsThe assigned P/M as of yesterday was in communication with the customer and the assigned adjuster to bring conclusion to this file
Thank you for your patience and we do understand your frustration and will expedite this file

Complaint: 11798300
I am rejecting this response because:
I have had ONE person reach out to me, not MULTIPLE, in an attempt to rectify this situation.  I than had to follow up 10 days later when I still hand;t heard anything back from ServPro or my insurance company.  In my follow up phone call I was informed that the employee that had initially contacted me was no loner with the company, my file hadn't officially been handled over to anyuone within ServPro and once again they couldn't find the information I had submitted on my claim.  I had to re-send ServPro the Loss Report.
As of the middle of last week this claim still has not been handled to my satisfaction.  As far as I know there still hasn't been any direct communication between SercPro and my insurance adjuster.
Sincerely,
[redacted]

In regards to the [redacted],   We have been in contact with [redacted], and have notified her that after many attempts at contacting her adjuster, we still have not heard a reply. The email that was used to contact the adjuster was spelled wrong on our end, but we still left many messages to his phone, and called the office numerous times with no response. The correct email was used to send him another email, and still no reply.   [redacted] did notify us that she did speak with her adjuster and he is saying he still hasn’t heard from us. I also made sure [redacted] was sent the email that was sent to her adjuster. [redacted] has asked that she be sent any communication between the adjuster and SERVPRO, and that is what we will do.

Complaint: 11798300
I am rejecting this response because:I have had ONE person reach out to me, not MULTIPLE, in an attempt to rectify this situation.  I than had to follow up 10 days later when I still hand;t heard anything back from ServPro or my insurance company.  In my follow up phone call I was informed that the employee that had initially contacted me was no loner with the company, my file hadn't officially been handled over to anyuone within ServPro and once again they couldn't find the information I had submitted on my claim.  I had to re-send ServPro the Loss Report. As of the middle of last week this claim still has not been handled to my satisfaction.  As far as I know there still hasn't been any direct communication between SercPro and my insurance adjuster.
Sincerely,
[redacted]

Response. Thank you for your report and first of all I would like to apologize for the delays. We have had staff turnover and unfortunately the file was delayed until we transfer the file to another Project manager. We will do everything in our power to expedite the final portion of the claims as...

we now have the new P/M reviewing the contents list with picture of your removed contents. The assigned P/M as of yesterday was in communication with the customer and the assigned adjuster to bring conclusion to this file. Thank you for your patience and we do understand your frustration and will expedite this file.