Servpro of Franklin, Vance & Granville Counties

During insurance water damage repair, damaged multple items and refuses to correct damage.Insured water damage occured 12/12/13. Could not use the home for 2 and 1/2 months due to no plumbing attached despite repeated requests to have home available. During repairs, Servpro did not cover any of our personal items which were covered with dust and debris. Servpro apparently left multiple heaters and fans on for an extremely long time which resulted in many of our candles melting, a shower curtain melting, crown molding separating from the walls and ceiling, walls bowing and cracked and wallpaper bubbling throughout the house. Numerous other details have not been taken care of after 5 months of requesting them to be taken care of. Our dishwasher is not attached to the counter top which causes the entire unit to pitch forward every time the door is opened. The wallpaper is bubbling in the master bedroom, bathroom and as pointed out by a State Farm representative, in the kitchen. The wall in the hallway is now cracked and also bowed out in the master bedroom due to the excessive heat. The crown molding is still separated from the walls in numerous places. Food and wine was spoiled due to the excessive heat. The corks popped out of the wine bottles. The food, wine, candles, and 2 shower curtains had to be replaced along with wine glasses when 1 was broken. I had to hire a gas company to reattach the range that was damaged (and replaced by Servpro). Much of the clean up and damage we have taken care of ourselves.Desired SettlementThe wallpaper in the kitchen, bedroom and bathroom needs to be scraped, sanded and repainted. The hall wall will need to be caulked,sanded and repainted. The master bedroom wall needs to be re-caulked, sanded and painted. The crown molding will need to be caulked better where it has separated from the wall and the ceiling. The dishwasher will need to be attached to the granite countertop so it does not fall out whenever opened. We will need to be reimbursed for the candles, gas connection, 2 shower curtains, wine glasses and approximately $100.00 worth of food and wine. We have requested most of this be done many times with no result. This needs to be done quickly as we have already waited almost 5 months to get this resolved. I would also like to be notified by email exactly when repairs are to be done so we are able to use the home without intrusion of repairmen while we are there.Business Response /[redacted]/The mitigation was completed 12/16. The repairs started after policyholder decided on flooring on 1/6. The hardwood was installed and tile in one bathroom; homeowner couldn't decide on the other tile. Homeowner requested plumber to reinstall plumbing fixtures in the one bathroom but unable due to the multiple polar vortexes. Both bathrooms were plumbed on 2/7, after all the tile was installed they were able to be used except for the hall sink which had a defective drain that could only be ordered through the manufacturer of the sink. We were contracted to dry the structure to safe state. Pictures were taken before/after the mitigation was completed, with moisture mapping of the structure. Some of the events that the policyholder is questioning were brought to our attention on 3/5 and were repaired on 3/14. If the events were result of the drying process there would have been evidence during or immediately after the drying process. The insurance company investigated this claim 3/18- 4/23 with clarification sent to us on 5/15. They stated it was inconclusive if the secondary issues were pre-existing, a result of the water intrusion or a result of the drying process. Due to the above, we will repair all the listed items on the attached sheet once the homeowner agrees to the scope of work and at that time will request signatures for us to submit the insurance company for payment. Outstanding Items to Be CompletedThe following items are deemed to be outstanding and in need of completion:Upon inspection, the front has already been painted after the caulking around transom. Please supply paint color as requested if need us to touch up around where the lock box hungRepair crack in paneling in the hallwayRepair crack in master bedroom wallboardRepair additional wall paper bubbling on painted wallboard in master bedroom, master bathroom and kitchenCaulk crown moldingDishwasher reattached to countertop 5/14/14.Homeowner to provide address to mail check for reimbursement. Received receipts for candles, shower liners and wine glasses plus stated $100.00 food total is $237.41Homeowner to send Servpro check for non-insurance related items: termite damage repair, replacing bi-fold door, dryer vent (supply and install) and washing machine hoses (supply and install). Invoice attached $359.54Propane install of range covered under insurance and bill sent to State Farm for homeowner 4/21/14 at 10:03 amCustomer agrees that items listed above is a complete and accurate list of outstanding "punch list" items that need completion____________________________ ______________________Customer Signature Servpro Representative____________________________ ______________________Date DateBy signing below, customer agrees that above listed items checked off have been completed to his/her satisfaction and agrees to sign ATP for State Farm.____________________________ ______________________Customer Signature Servpro Representative____________________________ ______________________Date DateConsumer Response /[redacted]/The front door has already been repainted at our expense. We are not requesting any reimbursement for this. Work has begun on repairing our walls and the portion that has been worked on appears thorough. I will check on the progress during the week. In regards to the non-insurance related items: at no time was any charge discussed nor did we agree to pay Serv Pro for any of the mentioned items. On the contrary, [redacted] stated he would take care of each of these items as part of the repair process. The bi-fold door and the dryer vent were in perfect condition prior to the water damage. I sell washing machine hoses and my cost is $5.09 each. Installing a hose is screwing it on. The termite damage was checked out by a pest control company we are contracted with and both the representative and [redacted] stated the damage was minor and [redacted] said he would handle as part of the repairs he had to make. There was never any agreement to pay Serv Pro for any of these items. Unless this request is immediately retracted in writing, his assertion that we owe $359.54 will be forwarded to NC Department of Justice for investigation of fraud. On Sunday, May 18, I noticed the floor sagging where Serv Pro cut a large hole exposing the home to the crawl space under the house. [redacted] covered the exposed area with a box and assured me he would fix the structure. This area sags when walked on and a dip is noticeable. I will meet with a contractor this week to arrange to repair from under the house. I will expect any expenses I incur to be reimbursed by Serv Pro. [redacted] told us he would reimburse us for the gas stove to be reattached, not State Farm. I have contacted State Farm and they are to investigate the file to determine who is responsible for this. I will sign any and all forms as soon as the items listed here are reasonably addressed to my satisfaction.Final Business Response /[redacted]/The prices that we charged are within industry standards and are set regionally every month by an outside company. If the owner could have supplied the washing machine connectors that would have been great especially since the hose failure was the cause of loss at his home. This item was not covered by the insurance. We purchased the hoses at Home Depot and didn't purchase the cheapest. Home Depot does carry a $4.98 single hose, however, given our industry and the fact that washing machine hoses are in the top 5 causes of water loss, we purchased two burst resistant hoses part number PM14XXXXXXDS for $15.98 plus tax. The dryer vent was damaged during the water incident because the exterior siding installer discovered the water damage when the water was pouring out of the dyer vent outside. The bi fold door was installed too short when the original laminate was installed, thereby, having no bottom support for the door pin. After the water damage the customer was given the option to install the door the way it was or correct by purchasing a new door. They opted to purchase a new door. The termite repair damage was handled the same way, the customer was given the option to repair it during the other repairs since that area was exposed, but this was unrelated to the insurance claim. It was discussed that it would be minimum charge plus the cost of the wood.The area in question that we cut out was 2' area. The construction of the house had one layer of subfloor and one layer of particleboard underlayment. Since the addition was approximately the same height it was thought the floor had two layers. After cutting a small section it was confirmed that in the addition only one layer was present. A building engineer inspected the property and his report is unable to be added into this comment section.