ServPro of Mercer County

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was very specific that were called to clean a mold problem in the basement and the services were to correct the mold problem
The dehumidifier in the basement was functioning properly in the morning before the Servpro professionals came and bumped the hose to the dehumidifier. Without my dehumidifier running, all the problems grewThe owner did not witness the work until the 27, by that time, their work had exuberated the problem and my health to worst than when we first started the cleaningAll comments about my nephew was from the 27 and pulling items on the 27th that did NOT have mold on them before Servpro came to help finish on the 25.
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[redacted]Dear Sir/Madam,
Regarding complaint from a [redacted] order number [redacted]. On or about August 25, 2014 [redacted] (client) requested we come and clean a basement from a flood that had occurred a month previous. She stated that she could not breath and could...

not stay in basement because she could breath and would make her pass out. We asked her how big the area was that needed to be cleaned. She said it was approximately 40x40. We told her we would give her a call back with an estimate for that size. We called back and said it would be around $700.00. With not seeing the loss site, we could not confirm that was all that needed to be done as well as charged. We stated that we would call her on Monday to set up time to come and clean. We gave owner a call on or about August 25 at around 8:00-8:30a with time we could be there. The basement was actually 32' x 22'. Owner was told on day one that on a category 3 water loss all items affected should be disposed of.
Also our lead technician told owner that their dehumidifier in basement was not running when they arrived on site. The owner did not want us to remove items that were affected and that she would get her nephew to help her. We did a follow up call to owner, she stated it still had an odor. We came out and again told here to avoid odor issues, she must remove content that was affected from water damage. We offered this service to her again, but said her nephew would remove later this week.
After another follow up call we made to owner, she stated they did not remove items. We advised owner of the problem and explained that any wet content will mold, which she did not remove as stated with her nephew still. The cost of job was based on the actual square feet, and the large amount of content in basement. The rates bilied are used from a software used by professional cleaning companies and are used by most insurance companies.
Thank you,
[redacted]

Review: We had a flood in the basement rear driveway side corner, bet July 13-20, 2014. July 20, wet vac the water. July 26, my nephew [redacted] and I threw out all cardboard from that corner. All furniture was washed with bleach and left out on back porch. All black spots on the wall were cleaned with bleach. I have allergy induced asthma and was able to still clean that weekend without getting sick. When I went down into the basement on August 2, I had my first asthma attack in 1-1/2 years. So my friend [redacted] cleaned driveway front corner. July 16 once again I went into the basement and had problems breathing. [redacted] cleaned out another section of the basement.I Googled and came up with ServPro of Mercer County. I informed the woman that the basement has only has a lingering mildew smell, but with my asthma, I felt it's time to bring in professionals. I told her insurance will not cover it because we had done 75% of the work ourselves already.She told me her team will come in and clean with professional strength cleaner and then run an air cleaning machine. I asked for a quote for approximate 40'x40' floor. She said around $700. I said great. She said someone will be there Monday shortly after 8am. At 8:30 a woman called and the soonest they can have someone there was 10am. 2 gentlemen arrived, after 10am. The basement was only 20x30, They soaked every thing in the basement with the solution, took a lunch break and said they were done at 1:30. When I went down, I noticed that they had bumped the hose of the dehumidifier, making it shut off. they said they'd put it back. After a few minutes of inspecting their work, I went into a severe asthma attack. They were not informed that they were suppose to bring the air cleaner. An hour later they brought the air cleaner. The air cleaner ran till Wednesday am. Mold spores blew all 3 floors of my house.My house became inhabitable. The floors were still damp & black spots were back on clean walls. Still having problems breathing through out my house.Desired Settlement: I received a bill on 9/13 from ServPro for $719.14. I have not paid it. This has cost me, medical bills for doctor's visits, many over the counter medications & remedies plus prescription. Instead of making my basement better, my whole house is worst. I called 2 other cleaning companies, they suggested doing the same procedure as ServPro did for half of what ServPro has charged. At this point, I am hesitant to have more professionals come after being sick every day since 8/2/14

Business

Response:

[redacted]Dear Sir/Madam,

Regarding complaint from a [redacted] order number [redacted]. On or about August 25, 2014 [redacted] (client) requested we come and clean a basement from a flood that had occurred a month previous. She stated that she could not breath and could not stay in basement because she could breath and would make her pass out. We asked her how big the area was that needed to be cleaned. She said it was approximately 40x40. We told her we would give her a call back with an estimate for that size. We called back and said it would be around $700.00. With not seeing the loss site, we could not confirm that was all that needed to be done as well as charged. We stated that we would call her on Monday to set up time to come and clean. We gave owner a call on or about August 25 at around 8:00-8:30a with time we could be there. The basement was actually 32' x 22'. Owner was told on day one that on a category 3 water loss all items affected should be disposed of.

Also our lead technician told owner that their dehumidifier in basement was not running when they arrived on site. The owner did not want us to remove items that were affected and that she would get her nephew to help her. We did a follow up call to owner, she stated it still had an odor. We came out and again told here to avoid odor issues, she must remove content that was affected from water damage. We offered this service to her again, but said her nephew would remove later this week.

After another follow up call we made to owner, she stated they did not remove items. We advised owner of the problem and explained that any wet content will mold, which she did not remove as stated with her nephew still. The cost of job was based on the actual square feet, and the large amount of content in basement. The rates bilied are used from a software used by professional cleaning companies and are used by most insurance companies.

Thank you,