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Servpro of Libertyville/North Chicago/Lake Bluff

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Reviews Servpro of Libertyville/North Chicago/Lake Bluff

Servpro of Libertyville/North Chicago/Lake Bluff Reviews (6)

Initial Business Response / [redacted] (1000, 8, 2014/08/11) */ Contact Name and Title: [redacted] - Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @servprolibertyville.com We are sorry to hear that Mrs. [redacted] is not satisfied with our services. Our drying records and moisture content... readings indicate that we did complete the job of drying her basement from her May water loss. However, because the cause of her water loss was not addressed until last week, we are not responsible for the additional water that has entered her basement since we completed our services. June 2014 has produced several rainstorms totaling over 6 inches of rain, as well as July's rain totaling over 5 inches. We were contacted to dry out Mrs. [redacted] 's basement, and we began work on May 21st to perform the water mitigation services. An original estimate was given based on work required and the number of days it should take to dry the area. We set our drying equipment on May 21st and monitored this equipment on May 22nd. According to the measurements, drying progress was being made. On May 23rd, several areas were recorded as dry at this point and we removed some equipment in these areas. We were unable to reach Mrs. [redacted] on May 24th, 25th, 26th to monitor or pick up our remaining equipment. Mrs. [redacted] returned our calls on May 27th, but was unavailable and we had to set a time to pick up our equipment on May 28th. On that date, we monitored all areas, recorded them as dry and the remainder of the equipment was picked up. The final invoice was given to the homeowner, which included charges for the extra days our equipment was left in her house without having access to pick it up. When the Mrs. [redacted] complained on May 28th that the invoice was too high, we lowered it to the original estimated amount as a customer service concession. July 1st, Mrs. [redacted] phoned our office to let us know that she found a puddle of water in her basement bedroom. Due to the holiday weekend and available schedules of Mrs. [redacted] and our staff, a meeting was scheduled at that time for July 10th. July 10th, we went to the home and found a small puddle of water in the basement. We asked the homeowner if she had fixed the cause of the leak from the previous water loss and she indicated that she did not. We advised her that we would send a crew to wipe up the water a customer service courtesy. We attempted to contact Mrs. [redacted] to set up this time, but we did not receive return calls. On July 25th, we set a time on July 28th to visit the home. On July 27th at 9:30pm, Mrs. [redacted] phoned to cancel this appointment. On July 28th, she allowed us to inspect and found the puddled water was dry and the previously dried wall in the bedroom was now wet. We discussed with her that there was a problem causing the water loss that had not been addressed. This problem is what was causing the additional water to enter her basement. August 6, we spoke to Mrs. [redacted] via phone and she indicated that last week she had a waterproofing company out to her home to fix the problem that was causing the water leak in her basement. Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response of M.E. [redacted] : Regarding the extra charges, I told Servepro to contact me on my landline, not my cell phone which I never use. My landline number is on the bill and everywhere else on their documentation but their employee nevertheless used the cell phone number so I was unaware he was trying to reach me. I was at work on the days in question. If the equipment was so important to their operations, why didn't someone try and contact me on my landline? Again, it was given as my contact number on all documentation. Further, I was never notified by Servepro that I could be incurring extra charges because of their need for this equipment. Another example of their trying to shift the blame for inefficient and poorly trained employees. When I complained of water remaining in the bedroom, and it was ascertained by Mr. [redacted] himself that indeed water remained in the basement bedroom in the middle of the room, not the periphery, he assured me his team would contact me that afternoon and that someone would come out to remove the water. No one ever called me either on my cell or my landline. Despite assurances from Mr. [redacted] that the problem would be taken care of, the absence of any clean-up efforts after many days subsequent to these assurances led me to initiate a BBB complaint since it appeared that no one was coming out and the water would remain. At that point I went downstairs and removed the furniture from the center of the room and it eventually evaporated. I want to stress that this wasn't just a small puddle but a large amount of water that I had paid $2000 for Servepro to get rid of. As a consequence of the standing water I also had mold growing on some drywall and that portion of the wall had to be removed. My water problems stem solely from leakage in two window wells in another room, not in the room in question. As Mr. [redacted] had to admit upon inspecting the room on July 10, the window well as well as the walls in the bedroom and the periphery of the floor were dry. Water doesn't bubble up from the middle of the floor. His explanation illustrates the company's refusal to accept responsibility for an incomplete job. There were no floods in any of the basement rooms after the work by Servepro in May despite several periods of rainfall in subsequent weeks. The only water in the basement was that underneath the beds in the middle of the bedroom, the remnants of an incomplete job. Mr. [redacted] 's team did not serve him well when they failed to carry out their job as stated in a contract and ultimately refused to remedy the situation upon direct orders from their boss. Despite the problems with his employees, it is Mr. [redacted] 's ultimate responsibility to see that work is completed as contracted and that legitimate problems are taken care of as agreed to. In my final conversation with Mr. [redacted] he still insisted I had a water problem from some mysterious source. He did not offer any remedy. This experience has shown me that this franchise refuses to be accountable for its mistakes and should not be trusted to complete a job in a satisfactory manner. Final Consumer Response / [redacted] (4200, 27, 2015/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) This happened over a year ago and there was no "water loss". The manager himself came out and acknowledged that there was still water in the basement in July and promised to send someone to remove it. That never happened. There was never any reimbursement or adjustment offered by this company. The complaint has not changed nor has their refusal to acknowledge their poor service. Final Business Response / [redacted] (4000, 33, 2015/07/31) */ We are sorry to hear that Mrs. [redacted] was not satisfied with our services. Our drying records and moisture content readings indicate that we did complete the job of drying her basement from her May water loss. However, because the cause of her water loss was not addressed until August 2014, we are not responsible for the additional water that has entered her basement since we completed our services.

We are scheduled to meet MsR*** today at 4PM to address and resolve her concerns

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** We were able to come to a resolution that was workable for the both of usThey open to hearing
my concerns I am very appreciative of your assistance
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** We were able to come to a resolution that was workable for the both of usThey open to hearing
my concerns I am very appreciative of your assistance
Sincerely,
*** ***

Initial Business Response /* (1000, 8, 2014/08/11) */
Contact Name and Title: [redacted] - Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@servprolibertyville.com
We are sorry to hear that Mrs. [redacted] is not satisfied with our services. Our drying records and moisture content...

readings indicate that we did complete the job of drying her basement from her May water loss. However, because the cause of her water loss was not addressed until last week, we are not responsible for the additional water that has entered her basement since we completed our services. June 2014 has produced several rainstorms totaling over 6 inches of rain, as well as July's rain totaling over 5 inches.
We were contacted to dry out Mrs. [redacted]'s basement, and we began work on May 21st to perform the water mitigation services. An original estimate was given based on work required and the number of days it should take to dry the area. We set our drying equipment on May 21st and monitored this equipment on May 22nd. According to the measurements, drying progress was being made. On May 23rd, several areas were recorded as dry at this point and we removed some equipment in these areas. We were unable to reach Mrs. [redacted] on May 24th, 25th, 26th to monitor or pick up our remaining equipment. Mrs. [redacted] returned our calls on May 27th, but was unavailable and we had to set a time to pick up our equipment on May 28th. On that date, we monitored all areas, recorded them as dry and the remainder of the equipment was picked up.
The final invoice was given to the homeowner, which included charges for the extra days our equipment was left in her house without having access to pick it up. When the Mrs. [redacted] complained on May 28th that the invoice was too high, we lowered it to the original estimated amount as a customer service concession.
July 1st, Mrs. [redacted] phoned our office to let us know that she found a puddle of water in her basement bedroom. Due to the holiday weekend and available schedules of Mrs. [redacted] and our staff, a meeting was scheduled at that time for July 10th.
July 10th, we went to the home and found a small puddle of water in the basement. We asked the homeowner if she had fixed the cause of the leak from the previous water loss and she indicated that she did not. We advised her that we would send a crew to wipe up the water a customer service courtesy. We attempted to contact Mrs. [redacted] to set up this time, but we did not receive return calls. On July 25th, we set a time on July 28th to visit the home. On July 27th at 9:30pm, Mrs. [redacted] phoned to cancel this appointment. On July 28th, she allowed us to inspect and found the puddled water was dry and the previously dried wall in the bedroom was now wet. We discussed with her that there was a problem causing the water loss that had not been addressed. This problem is what was causing the additional water to enter her basement.
August 6, we spoke to Mrs. [redacted] via phone and she indicated that last week she had a waterproofing company out to her home to fix the problem that was causing the water leak in her basement.
Initial Consumer Rebuttal /* (3000, 10, 2014/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Response of M.E. [redacted]: Regarding the extra charges, I told Servepro to contact me on my landline, not my cell phone which I never use. My landline number is on the bill and everywhere else on their documentation but their employee nevertheless used the cell phone number so I was unaware he was trying to reach me. I was at work on the days in question. If the equipment was so important to their operations, why didn't someone try and contact me on my landline? Again, it was given as my contact number on all documentation. Further, I was never notified by Servepro that I could be incurring extra charges because of their need for this equipment. Another example of their trying to shift the blame for inefficient and poorly trained employees.
When I complained of water remaining in the bedroom, and it was ascertained by Mr. [redacted] himself that indeed water remained in the basement bedroom in the middle of the room, not the periphery, he assured me his team would contact me that afternoon and that someone would come out to remove the water. No one ever called me either on my cell or my landline. Despite assurances from Mr. [redacted] that the problem would be taken care of, the absence of any clean-up efforts after many days subsequent to these assurances led me to initiate a Revdex.com complaint since it appeared that no one was coming out and the water would remain. At that point I went downstairs and removed the furniture from the center of the room and it eventually evaporated. I want to stress that this wasn't just a small puddle but a large amount of water that I had paid $2000 for Servepro to get rid of. As a consequence of the standing water I also had mold growing on some drywall and that portion of the wall had to be removed.
My water problems stem solely from leakage in two window wells in another room, not in the room in question. As Mr. [redacted] had to admit upon inspecting the room on July 10, the window well as well as the walls in the bedroom and the periphery of the floor were dry. Water doesn't bubble up from the middle of the floor. His explanation illustrates the company's refusal to accept responsibility for an incomplete job. There were no floods in any of the basement rooms after the work by Servepro in May despite several periods of rainfall in subsequent weeks. The only water in the basement was that underneath the beds in the middle of the bedroom, the remnants of an incomplete job.
Mr. [redacted]'s team did not serve him well when they failed to carry out their job as stated in a contract and ultimately refused to remedy the situation upon direct orders from their boss. Despite the problems with his employees, it is Mr. [redacted]'s ultimate responsibility to see that work is completed as contracted and that legitimate problems are taken care of as agreed to. In my final conversation with Mr. [redacted] he still insisted I had a water problem from some mysterious source. He did not offer any remedy. This experience has shown me that this franchise refuses to be accountable for its mistakes and should not be trusted to complete a job in a satisfactory manner.
Final Consumer Response /* (4200, 27, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This happened over a year ago and there was no "water loss". The manager himself came out and acknowledged that there was still water in the basement in July and promised to send someone to remove it. That never happened.
There was never any reimbursement or adjustment offered by this company. The complaint has not changed nor has their refusal to acknowledge their poor service.
Final Business Response /* (4000, 33, 2015/07/31) */
We are sorry to hear that Mrs. [redacted] was not satisfied with our services. Our drying records and moisture content readings indicate that we did complete the job of drying her basement from her May water loss. However, because the cause of her water loss was not addressed until August 2014, we are not responsible for the additional water that has entered her basement since we completed our services.

We are scheduled to meet Ms. R[redacted] today at 4PM to address and resolve her concerns.

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Address: 191 Ambrogio Drive, Gurnee, Illinois, United States, 60031

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