Servpro of Metro RI

To whom this may concern,This complaint has been rectified, I offered to split the cost owed by the customer and they accepted without hesitation.As stated in my notes, this customer did not want to pay their deductibleI would like to see Revdex.com be a little more proactivetowards businesses, as I find little value belonging to the Revdex.com.Regards, [redacted] , WRT, SRT, ASD, ASCSGeneral ManagerServpro of ProvidenceServpro of CranstonServpro of Warwick/East GreenwichC: [redacted] O: 401-941-5500F: 401-941-[redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Mr [redacted] states that “we properly cleaned this insured’s home The cleaning of the walls and ceilings were a “prep to paint” cleaning as all walls and ceilings were to be repainted” This is inaccurate for two reasons First of all, “properly cleaned” would indicate that I would not be able to visibly see and subsequently remove soot and streaks left behind after two professional cleaning attempts Secondly, repainting was never part of the initial conversation I had with the project manager The soot damage was “MINOR”, according to the project manager, and should have easily been removed by a competent teamAside from removing streaks from walls and ceilings, I have also removed soot from the vinyl window casements To clarify, there are twenty-seven windows in this house that have had to be rewashed These areas were left partially soiled or had not been cleaned at all (and being vinyl, were clearly not going to be painted, regardless of the status of the other areas of the house) The attached pictures show photos that were sent to the project manager after the job was initially completed (window casement and soot shown on the cloth I used to clean the area) The other set of pictures was taken after the second team finished the "touch up" work The ceiling had clearly not been thoroughly cleaned, as evidenced by the soot that can be seen in the before picture (taken while I was in the process of cleaning the ceiling) After I cleaned the ceiling, there is no evidence of soot and no need to repaint (the second ceiling picture was taken after my work was done) The only partially true statement in Mr [redacted] ’s response is with regards to the 2,deductible If the job had been done “properly”, I would be more than happy to pay the balance owed The fact remains that I am cleaning/removing the soot/remaining streaks and my home is returning to its “pre loss condition” without the additional, unnecessary expense and inconvenience of having the house repainted Again, I am doing the job that ServPro was more than adequately paid for and I would like the balance owed to be adjusted in order to compensate me for my time and effort In closing, Mr [redacted] ’s final statement is laughable On May 6th, I spoke to him and he was theoretically going to look into the situation and get right back to me Thirty-two business days have passed since that date Within that time, nine business days have passed since I filed the initial complaint with the Revdex.com Mr [redacted] has never initiated a call to me, so I am not sure what he is referring to when he states he “will again reach out to the insured ” I do not need an “explanation of the process”, nor do I need a payment plan What I have needed since all this began is for ServPro to follow through with its motto of “Like it never even happened” Since that is obviously not within the company’s capacity, a phone call/conversation would be the next step towards resolving this issue Regards, [redacted] ***

This is NOT a valid complaint of our services renderedwe properly cleaned this insured's home following IICRC standardsThe cleaning of the walls and ceilings were a "prep to paint" cleaning as all walls and ceilings were to be repainted.This complaint is only due to the fact that the $2, is the deductible owed by the insured, that was not covered by the insurance companyI will again reach out to the insured and explain the process and offer a payment plan for the balance due[redacted] General Manager

This is NOT a valid complaint of our services renderedwe properly cleaned this insured's home following IICRC standardsThe cleaning of the walls and ceilings were a "prep to paint" cleaning as all walls and ceilings were to be repainted.This complaint is only due to the fact that the $2,
is the deductible owed by the insured, that was not covered by the insurance companyI will again reach out to the insured and explain the process and offer a payment plan for the balance due.*** ***General Manager

To whom this may concern,This complaint has been rectified, I offered to split the cost owed by the customer and they accepted without hesitation.As stated in my notes, this customer did not want to pay their deductibleI would like to see Revdex.com be a little more proactivetowards businesses, as I find little value belonging to the Revdex.com.Regards,*** ***, WRT, SRT, ASD, ASCSGeneral ManagerServpro of ProvidenceServpro of CranstonServpro of Warwick/East GreenwichC: ***O: 401-941-5500F: 401-941-5229***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Mr*** states that “we properly cleaned this insured’s home… The cleaning of the walls and ceilings were a “prep to paint” cleaning as all walls and ceilings were to be repainted”. This is inaccurate for two reasons. First of all, “properly cleaned” would indicate that I would not be able to visibly see and subsequently remove soot and streaks left behind after two professional cleaning attempts. Secondly, repainting was never part of the initial conversation I had with the project manager. The soot damage was “MINOR”, according to the project manager, and should have easily been removed by a competent teamAside from removing streaks from walls and ceilings, I have also removed soot from the vinyl window casements. To clarify, there are twenty-seven windows in this house that have had to be rewashed. These areas were left partially soiled or had not been cleaned at all (and being vinyl, were clearly not going to be painted, regardless of the status of the other areas of the house). The attached pictures show photos that were sent to the project manager after the job was initially completed (window casement and soot shown on the cloth I used to clean the area). The other set of pictures was taken after the second team finished the "touch up" work. The ceiling had clearly not been thoroughly cleaned, as evidenced by the soot that can be seen in the before picture (taken while I was in the process of cleaning the ceiling). After I cleaned the ceiling, there is no evidence of soot and no need to repaint (the second ceiling picture was taken after my work was done). The only partially true statement in Mr***’s response is with regards to the 2,deductible. If the job had been done “properly”, I would be more than happy to pay the balance owed. The fact remains that I am cleaning/removing the soot/remaining streaks and my home is returning to its “pre loss condition” without the additional, unnecessary expense and inconvenience of having the house repainted. Again, I am doing the job that ServPro was more than adequately paid for and I would like the balance owed to be adjusted in order to compensate me for my time and effort. In closing, Mr***’s final statement is laughable. On May 6th, I spoke to him and he was theoretically going to look into the situation and get right back to me. Thirty-two business days have passed since that date. Within that time, nine business days have passed since I filed the initial complaint with the Revdex.com. Mr*** has never initiated a call to me, so I am not sure what he is referring to when he states he “will again reach out to the insured…” I do not need an “explanation of the process”, nor do I need a payment plan. What I have needed since all this began is for ServPro to follow through with its motto of “Like it never even happened”. Since that is obviously not within the company’s capacity, a phone call/conversation would be the next step towards resolving this issue.
Regards,
*** ***

This is NOT a valid complaint of our services renderedwe properly cleaned this insured's home following IICRC standardsThe cleaning of the walls and ceilings were a "prep to paint" cleaning as all walls and ceilings were to be repainted.This complaint is only due to the fact that the $2,
is the deductible owed by the insured, that was not covered by the insurance companyI will again reach out to the insured and explain the process and offer a payment plan for the balance due.*** ***General Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Mr. [redacted] states that “we properly cleaned this insured’s home… The cleaning of the walls and ceilings were a “prep to paint” cleaning as all walls and ceilings were to be repainted”.  This is inaccurate for two reasons.  First of all, “properly cleaned” would indicate that I would not be able to visibly see and subsequently remove soot and streaks left behind after two professional cleaning attempts.  Secondly, repainting was never part of the initial conversation I had with the project manager.  The soot damage was “MINOR”, according to the project manager, and should have easily been removed by a competent team. Aside from removing streaks from walls and ceilings, I have also removed soot from the vinyl window casements.  To clarify, there are twenty-seven windows in this house that have had to be rewashed.  These areas were left partially soiled or had not been cleaned at all (and being vinyl, were clearly not going to be painted, regardless of the status of the other areas of the house).  The attached pictures show photos that were sent to the project manager after the job was initially completed (window casement and soot shown on the cloth I used to clean the area).  The other set of pictures was taken after the second team finished the "touch up" work.  The ceiling had clearly not been thoroughly cleaned, as evidenced by the soot that can be seen in the before picture (taken while I was in the process of cleaning the ceiling).  After I cleaned the ceiling, there is no evidence of soot and no need to repaint (the second ceiling picture was taken after my work was done).    The only partially true statement in Mr. [redacted]’s response is with regards to the 2,500.00 deductible.  If the job had been done “properly”, I would be more than happy to pay the balance owed.  The fact remains that I am cleaning/removing the soot/remaining streaks and my home is returning to its “pre loss condition” without the additional, unnecessary expense and inconvenience of having the house repainted.  Again, I am doing the job that ServPro was more than adequately paid for and I would like the balance owed to be adjusted in order to compensate me for my time and effort.  In closing, Mr. [redacted]’s final statement is laughable.  On May 6th, I spoke to him and he was theoretically going to look into the situation and get right back to me.  Thirty-two business days have passed since that date.  Within that time, nine business days have passed since I filed the initial complaint with the Revdex.com.  Mr. [redacted] has never initiated a call to me, so I am not sure what he is referring to when he states he “will again reach out to the insured…”   I do not need an “explanation of the process”, nor do I need a payment plan.  What I have needed since all this began is for ServPro to follow through with its motto of “Like it never even happened”.  Since that is obviously not within the company’s capacity, a phone call/conversation would be the next step towards resolving this issue. 
Regards,
[redacted]

To whom this may concern,This complaint has been rectified, I offered to split the cost owed by the customer and they accepted without hesitation.As stated in my notes, this customer did not want to pay their deductible. I would like to see Revdex.com be a little more proactivetowards businesses, as I find little value belonging to the Revdex.com.Regards,[redacted], WRT, SRT, ASD, ASCSGeneral ManagerServpro of ProvidenceServpro of CranstonServpro of Warwick/East GreenwichC: [redacted]O: 401-941-5500F: 401-941-5229[redacted]