Servpro of Lake Arlington & SW Fort Worth

Mr [redacted] should be upset but not with Servpro, his insurance company was the holdup not Servpro Mr [redacted] did not have contents coverage on his sister’s contents as she was renting the home from Mr [redacted] Due to theFact mitigation could not begin until all contents removed our company convinced Mr [redacted] ’s insurance company to pay They would only pay for content manipulation and on site storage container His sister’s contents would not fitIn a POD and a POD would not fit on his property Therefore, Servpro is baring the expense of pack out/move out/storage and move back and unpack How Mr [redacted] thinks he is being treated unfairly just amazes me.We received a call from Mr [redacted] 9/4/to mitigate his home where he suffered a fire loss We did provide service to Mr [redacted] as requested however, our technicians did not receive call backs from Mr [redacted] Insurance as you will see by theAttached report called “DRYING REPORT” This report shows all conversations with insurance company, adjusters and Mr [redacted] This report shows all of Mr [redacted] claims are untrue We went through three (3) audits with outside adjustersOn this claim and I have attached a Final Settlement Agreement executed by my company for the amount of settlement $42,500.00.His Mitigation claim totaled $47,after three audits we finally agreed with the last audit company to reduce this estimate to $42, I have attached a copy of the Contract wherein we will be paid direct this amount within days ThisLetter was signed January 19, and we have not received payment and the insurance company was very rude to Servpro when we called every day asking for status of payment as we completed this job NOVEMBER 17, We were Informed a check in the amount of $37,was his limit and had been mailed to him and we should receive it this week We were informed last week, Mr [redacted] only had $37,in coverage which has never been told to us and that the check is going to him.Our company policy is we do not move back customer’s contents until we have been paid.As you can see SERVPRO HAS A LARGE LOSS DUE TO HIS COVERAGE WHICH WE WERE NEVER MADE KNOWN OF POLICY LIMITS We called the audit company that we signed the contract with and he advised us he was not made aware that Mr [redacted] did notHave enough coverage for this claim.You will find an email to Mr [redacted] adjuster outlining all issues This insurance company would not respond with answers in a timely manner We were advised to hire an electrician to go out and give an estimate for bringing the home to Code,We did and then Mr [redacted] did not use the company merely used their estimate then hired his own.We did provide a rebuild estimate and our company policy is we receive 60% upfront to cover costs of materials and labor and do not collect the final 40% until project completed and customer happy Mr [redacted] did not like that it took so longFor his insurance company to give approval as we had to add a supplement to include areas where his insurance adjuster left off and this would have cost Mr [redacted] out of his pocket if we had not caught the areas Company adjuster Mr [redacted] did not want to pay the 60% requirement upfront for rebuilds therefore he should not be mad at SERVPRO but merely hire his own contractor We only offer the services as good customer service [redacted] *** [redacted]

Complaint: ***
I am rejecting this response because:I did not contact SERVPRO the day of the original fire. SERVPRO met us on site at the time of the fire. Again, I had neither called nor requested their services. They assured me that they could take care of the damages and collect through my insurance and all that was needed was my permission. The insurance coverage on the property is more than sufficient. If you are having an issue with them then that is your problem. Holding the possessions of my tenant is unnecessary. The tenant is not an involved party in this dispute. I demand her possessions be returned immediately. Servpro did NOT complete the job on November 17, 2017. They were notified on November 16, that their services were no longer needed due to their neglect of the job. Nothing had been repaired and additional damages had been done by their employees. Then they tried to charge me for those damages. I have documents from the insurance company stating they are unable to get timely replies from SERVPRO on this project. It was the project Manager, ***, who requested I hire my own electrician as his would not respond. In the end I was forced to hire my own contractors who were able to complete the job in a timely manner.
Regards,
*** ***

Mr. [redacted] should be upset but not with Servpro, his insurance company was the holdup not Servpro.  Mr. [redacted] did not have contents coverage on his sister’s contents as she was renting the home from Mr. [redacted].  Due to theFact mitigation could not begin until all contents removed...

our company convinced Mr. [redacted]’s insurance company to pay.  They would only pay for content manipulation and on site storage container.  His sister’s contents would not fitIn a POD and a POD would not fit on his property.  Therefore, Servpro is baring the expense of pack out/move out/storage and move back and unpack.  How Mr. [redacted] thinks he is being treated unfairly just amazes me.We received a call from Mr. [redacted] 9/4/17 to mitigate his home where he suffered a fire loss.  We did provide service to Mr. [redacted] as requested however, our technicians did not receive call backs from Mr. [redacted] Insurance as you will see by theAttached report called “DRYING REPORT”.  This report shows all conversations with insurance company, adjusters and Mr. [redacted].  This report shows all of Mr. [redacted] claims are untrue.  We went through three (3) audits with outside adjustersOn this claim and I have attached a Final Settlement Agreement executed by my company for the amount of settlement $42,500.00.His Mitigation claim totaled $47,778.68 after three audits we finally agreed with the last audit company to reduce this estimate to $42,500.00.  I have attached a copy of the Contract wherein we will be paid direct this amount within 3 days.  ThisLetter was signed January 19, 2018 and we have not received payment and the insurance company was very rude to Servpro when we called every day asking for status of payment as we completed this job NOVEMBER 17, 2017.  We were Informed a check in the amount of $37,000 was his limit and had been mailed to him and we should receive it this week.  We were informed last week, Mr. [redacted] only had $37,000 in  coverage which has never been told to us and that the check is going to him.Our company policy is we do not move back customer’s contents until we have been paid.As you can see SERVPRO HAS A LARGE LOSS DUE TO HIS COVERAGE WHICH WE WERE NEVER MADE KNOWN OF POLICY LIMITS.  We called the audit company that we signed the contract with and he advised us he was not made aware that Mr. [redacted] did notHave enough coverage for this claim.You will find an email to Mr. [redacted] adjuster outlining all issues.  This insurance company would not respond with answers in a timely manner.  We were advised to hire an electrician to go out and give an estimate for bringing the home to Code,We did and then Mr. [redacted] did not use the company merely used their estimate then hired his own.We did provide a rebuild estimate and our company policy is we receive 60% upfront to cover costs of materials and labor and do not collect the final 40% until project completed and customer happy.  Mr. [redacted] did not like that it took so longFor his insurance company to give approval as we had to add a supplement to include areas where his insurance adjuster left off and this would have cost Mr. [redacted] out of his pocket if we had not caught the areas.  Company adjuster .  Mr. [redacted] did not want to pay the 60% requirement upfront for rebuilds therefore he should not be mad at SERVPRO but merely hire his own contractor.  We only offer the services as good customer service. [redacted]