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SERVPRO of Harrisonburg/Rockingham County

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Reviews SERVPRO of Harrisonburg/Rockingham County

SERVPRO of Harrisonburg/Rockingham County Reviews (2)

Very Pleased
Everyone at Servpro did an awesome job. My mom’s basement flooded and they did a phenomenal job cleaning up the mess. They were kind, friendly, and courteous. During the clean up the technicals explained everything and put my mom at ease. I would highly recommend them!

Review: I contacted ServPro on Tuesday 9/29/15 because we had water in our garage/basement from heavy rains. I was told I had to provide a credit card number before they would even come to my house to access the issue. When the company did arrive at my house, they informed me that they would just be putting in fans and humidifiers that night because they were really busy with a lot of flooding calls. They would set up the equipment and would be back the next day to finish removing any remaining water and to also spray to prevent mold growth. The main service guy said he estimated my charges to be $1500.The guys that set up the equipment tracked in mud on my carpet as they were accessing the water issue. I was never contacted the following day to say they were returning. So on Thursday I called ServPro in [redacted] around 10am. The secretary said they had been busy because of a lot of flooding calls but a service tech should be calling me that day. Around 11am I was a call from [redacted], he said he was ready to come to my house. I informed him that I was at work and that my Mom could be at my house within 30 mins to let him in the house. My Mom went to my house and waited 1.5 hours and no one ever showed up. I called [redacted] back and he said, "Oh yeah, we ran into a bigger problem, it will be about another hour before we can be there.". I told [redacted] that my Mom could not wait that long, that he could just call me when he was available to head to my house. [redacted] called me around 2:15 and said he was ready to head to my house, I told him that my Mom couldn't be there until 3:30, [redacted] said that didn't work and that Friday morning would work better. I told him that I would have my husband call him so they could arrange a time for Friday sense my husband would be off work that day. In the meantime, I called ServPro and spoke with the secretary and asked her for a possible estimate so I could make arrangement to obtain the money that I would owe them. The secretary said she wouldn't know an estimate until possibly next week because they were just so busy and she was off work tomorrow. I explained to her that I needed to know an estimate for payment arrangements and she got very rude and said I could speak with [redacted], while I was mid-sentance I was put on hold while she talked to [redacted], the owner. When the secretary returned to the phone she said [redacted] would call me back. When [redacted] called me back I said the round about estimate would be roughly $1400. I asked him why the price was so high. He said that the fans and humifiers are rented on a daily bais and that they charge for drive time, set up time, and the spray for the mold. I explained to [redacted] that no one had even returned to my house, they only thing was done was fans and humidifiers were set up on Tuesday eveing. I also told [redacted] that I spoke with [redacted] earlier in the day about them returning to my house. [redacted] said, "My technicians' wouldn't have called you." . [redacted] continued to argue with me that I hadn't spoken with [redacted] was very rude and said he could not help the charges, but that is the "going rate". I had my husband call [redacted] and he was told the same thing, and [redacted] didn't seem to care or understand that the only thing his guys had done at my house was set up fans and humidifiers.Desired Settlement: I don't feel we should have to pay for a job that wasn't completed. All ServPro did was set up fans and humidifiers. The business owner and secretary were extremely rude and not helpful at all.

Business

Response:

We received a call at 5:00 pm on Tuesday 9/29 about a flooded basement, the customer was aware that this was a self-pay job and not covered by insurance. The customer is correct that when she called we did ask for a credit card number as a reasonable guarantee of payment, as is customary for any job that is not an insurance claim. Unlike most clean-up companies we do not charge any money to that credit card until the job is complete, and the customer has signed a certificate of satisfaction. We arrived on site and the customer signed all the paperwork to include an authorization to perform services. Two areas were affected, a garage and a portion of the basement. Other areas were checked for moisture and non was found. As the customer stated the technician did give her an approximate estimate of $1500.00 at the time the services were performed. Our pricing guidelines are set from the insurance industry and we choose to follow those guidelines even with our self pay customers as evidenced by our attached estimate. As for why we couldn't have an exact estimate at the time of placement of the equipment, we are never sure exactly how long it will take to dry a home. Typically once a home is dry it usually takes a couple days following the drying completion to put a bill together and get one out to the customer. Up to this point the customer has not had to pay anything. Unfortunately we experienced an extreme amount of flooding in our town which resulted in very high call volume. The technician extracted water, set the drying equipment, and treated the affected are with an antimicrobial to inhibit mold growth, such is the standard for drying out a home. The technicians plan was to follow up on the drying process Wednesday but as a result of the call volume, he was rerouted to another flooded basement and rescheduled this customer for Thursday. The drying process on an average takes 3 days and it had just been 1 day. On Thursday the customer called prior to us monitoring with concerns about cost. The customer was told at this point it looked to be about $1400.00 and the customer stated that he wanted to have the equipment pulled and he said that he felt it was too much. We were told that the credit card that he had given us had limited funds available and would not cover our bill. At this point the customer complained that his carpet had mud on it and that he did not see the value in the anti-microbial and that we had not done much extraction. We explained that it had been raining hard, there was not an outside entrance to the basement, and that we would clean the carpet, as would have been standard, extraction was necessary, and an antimicrobial had been used on the affected areas as is the standard for this water loss as well as his wife expressed concern for mold growth. We expressed that we would expect payment from a legitimate fund source. Following this conversation a call was place to the company head quarters with a complaint in reference to the handling of the job. The complaint was relayed to the owner and it was discussed that yes we didn't go out and monitor on Wednesday even though the drying process continued, and the communication was not up to our standards but we did not want an unhappy customer. The owner made the decision to cut the job to $700.00 in the hopes that the customer would be happy and we could all move on. At that point a call was placed to the home owner and the homeowner expressed that he was not expecting to hear from our office that he wanted to hear from the Corporation. It was explained that they had reached out to us and we had discussed the situation and that we felt our resolution was more than fair. He again expressed that he wanted to hear from the corporation and he was told that the request would be relayed, but that payment would still be expected.The Corporation did reach out to him again and the discussion was that they wanted an itemized bill. This would have been the process regardless. This complaint was placed within minutes of the call from corporate without enough time to respond. Attached you will find the estimate with the removal of the extraction and antimicrobial. We are hoping to resolve this issue with this expected payment.

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Description: FIRE & WATER DAMAGE RESTORATION, DUCT CLEANING, MOLD & MILDEW REMEDIATION, RADON MITIGATION, CARPET & RUG CLEANERS

Address: 431 Pleasant Valley Road, Harrisonburg, Virginia, United States, 22801

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