Servpro of New Haven ,Waterbury, & Naugatuck Valley

Review: My wife and I dealt with ServPro of New Haven and their sister company [redacted] to service a mold issue in our 1st floor bathroom, which also impacted the common wall between 1st floor bathroom and kitchen, the ceiling in the finished basement underneath 1st floor bathroom, and the upstairs bathroom.ServPro began working without an agreement on paper from the insurance company and performed work on areas of the house that did not need to be torn down based on the issue we had. They claimed they needed to, but could not provide proper proof. This work resulted in charges on our bill that did not need to be there. ServPro also charged us for equipment that was at the house but not used, which was confirmed by the ServPro employee that was working the job at our house.Because ServPro of New Haven and [redacted] are owned by the same person/company, they put you in a position where ServPro comes in quickly to tear apart your home leaving you with no choice but to enlist [redacted] to begin reconstruction even though they don't have an agreement on paper with the insurance company. Luckily we had options and was able to go another route so that we did not get ripped off. My wife and I paid for the portion of the job that we owed money on (our insurance company paid us, which in turn we paid out to ServPro for services rendered). We did not pay for the services that were in dispute. Their customer service has been very lackluster and they do not seem interested in resolving this matter in a timely fashion.Their sister company [redacted] is just as bad. In fact we did not ever go with them for the reconstruction, and instead went with an independent contractor.I will never recommend ServPro of New Haven or [redacted] to anyone. They try to run up the bill and just assume that the insurance company or consumer will pay without questioning the charges. This is bad business and unethical.Desired Settlement: We are looking for the disputed charges to be credited off the bill. We were still in a discussion with the supervisor in regards to which work/equipment should have been taken off the bill, and then we got a bill in the mail the next day threatening to take us to court if we did not pay in full. We then paid ServPro of New Haven what we owe them for the work that needed to be done. We are not paying for unnecessary work and equipment that was not used

Business

Response:

In response to the assertions of Ryan and Marci Doyle, I

would note the following:

Servpro of New Haven provides emergency response services in

adherence with the Insurance Industry Cleaning and Restoration (IICRC)

Standards. Our pricing is determined by

Xactimate, which is the accepted pricing standardized by the insurance industry

for our work. Every job we do is

reviewed by an insurance company adjuster to make sure we have followed

standards and pricing guidelines, including the Doyle’s. If the adjuster determines we exceed

appropriate scope or pricing, insurance companies adjust our invoices. We bear the risk.

Connecticut Reconstruction Services provides repair and

reconstruction services. Our estimators

work directly with insurance adjusters to determine the scope of repairs or

reconstruction required. Once a price is

settled upon, the insured is paid. CRS

hopes then to do the repair or restoration work. [redacted] is regulated as a home improvement

contractor and can never commence work without a signed contract including a

three-day back out provision protecting consumers.

At times the companies will work on same job site. The advantage of having sister companies is

to speed the process of recovery so a homeowner or business can return to

normal as quickly and smoothly as possible.

[redacted] brings the same advantage to other mitigation companies with which

they work. Servpro of New Haven and CRS

is not an exclusive relationship.

Two department heads and a Sr manager at Servpro have spent

at least four hours listening to the concerns of the Doyle’s on the telephone. We have investigated every concern, studied

photos, the scope of demolition and the amount of equipment used on site. We reviewed the matter and responded. (We found that one dehumidifier that was

signed off the loading bay ended up at another job and have offered to credit

the Doyle’s for the cost of that dehumidifier.) The insurance adjuster also

reviewed our scope and invoice before giving the Doyle’s funds to pay for our

services.

We are sorry when any customer is not happy with our

services and work hard to make things right.

It happens but, we make sure, not very often.

v