Servpro of New Kent

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

*** ***,
We have received your complaint through the Revdex.com and would like to address all of the issues that you have listed with both our previous attempts at resolution and how we intend to resolve the outstanding issue.
1.“Adjustable bed frame missing
pieces, therefor it still hasn’t been put together.” When Servpro came onsite to repair your bed on 11/19/we did indeed have the wrong size part to repair your adjustable bed frame *** *** from our company sent you an email last week that stated that he was out of town on training, and would come onsite to your home this week to repair the bed He has not yet received a return email from you regarding this repair and when you would be available
“Daughter frame was broken to her full size bed and no solution has been provided” This is the first time that you have brought this to my attention We have discussed several times that we would like to obtain from you a list, which details each issue that remains with Servpro This was requested in an email I sent you on 11/11, then again on 11/in an email from *** ***, our project coordinator has also requested this several times during phone conversations We request this because it will be the most concise way to resolve the issues When you say that you are missing a picture, could you please be more clear about this Was this a family picture or a painting or a picture of a specific place? The same would be true for the missing kitchen items
We have every intention on solving the issues that remain with Servpro, however we do need to know exactly what the issues are, including the items they are about As we have said previously we apologize that there are any issues resolving the work that was performed by Servpro, and we have every intention of resolving them I look forward to your written response so we can get the issues resolved
Regards,
*** ***

Ms*** called us after her water heater leaked into the main level of her home. Servpro came onsite and mitigated the loss. We started drying and
addressed each wet area. When Servpro does mitigation work we do take measures to be as careful as possible to not cause secondary damage. Throughout the course of the loss I had multiple conversations with Ms***During our initial conversations there was never a mention of any damage to the flooring or trim or any other areas. Our crews were initially onsite 8/21/2015, I was onsite on 8/24/15. When I inspected the loss the moisture content levels were still very high. As is the contract with Ms***’s insurance company I called into the insurance company to advise them of the high moisture content readings. They advised that they did not want to pay any additional monies to dry the floor. I specifically explained to them that there would likely be damage to both the tile and the grout as a result of leaving the floors wet. They advised and accepted responsibility for any secondary damage via email (attached). I then put a phone call into Ms*** to explain that the insurance company was not going to cover any additional drying, but because it was her home I wanted to make sure she made the decision not the insurance company. Unfortunately if the equipment were to stay in it would result in additional cost to Ms***. She advised that she was not in a position to pay additional costs and wanted the equipment out. I clearly explained via phone that by removing the equipment prior to getting dry readings that secondary damage to the tile and the grout and possible mold growth was both possible and likely. She acknowledged the risk and told us to remove the equipmentAttached is the form signed by Ms*** after I verbally explained the dangers of removing the equipment, which included damage to the tiles. Every phone call and email up until this week has been returned promptly. Since the start of the work that Servpro performed at Ms***’s home I personally have responded to over emails. I would have trouble considering this unresponsive and uncompassionate. We understand the frustration that Ms*** has, however we as the drying professional advised that the damage to the tiles would occur. Because of the additional cost to dry the flooring both the insurance company and the homeowner chose to assume the risk. Servpro cannot be held responsible for the damage to the floors that we advised them would happen if the home was not dried further.
Attached you will see the signed form from Ms*** that states that secondary damage is possible and Servpro cannot be held responsiblePlease let me know if you need any additional informationAmanda
Servpro of New Kent, Williamsburg & Northern Neck
804-966-757-229-

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Ms. [redacted] called us after her water heater leaked into the main level of her home.  Servpro came onsite and mitigated the loss.  We started drying and addressed each wet area.  When Servpro does mitigation work we do take measures to be as careful as possible to not cause secondary...

damage.  Throughout the course of the loss I had multiple conversations with Ms. [redacted]. During our initial conversations there was never a mention of any damage to the flooring or trim or any other areas.  Our crews were initially onsite 8/21/2015,  I was onsite on 8/24/15.  When I inspected the loss the moisture content levels were still very high.  As is the contract with Ms. [redacted]’s insurance company I called into the insurance company to advise them of the high moisture content readings.  They advised that they did not want to pay any additional monies to dry the floor.  I specifically explained to them that there would likely be damage to both the tile and the grout as a result of leaving the floors wet.  They advised and accepted responsibility for any secondary damage via email (attached).  I then put a phone call into Ms. [redacted] to explain that the insurance company was not going to cover any additional drying, but because it was her home I wanted to make sure she made the decision not the insurance company.  Unfortunately if the equipment were to stay in it would result in additional cost to Ms. [redacted].  She advised that she was not in a position to pay additional costs and wanted the equipment out.  I clearly explained via phone that by removing the equipment prior to getting dry readings that secondary damage to the tile and the grout and possible mold growth was both possible and likely.  She acknowledged the risk and told us to remove the equipment. Attached is the form signed by Ms. [redacted] after I verbally explained the dangers of removing the equipment, which included damage to the tiles.  Every phone call and email up until this week has been returned promptly.  Since the start of the work that Servpro performed at Ms. [redacted]’s home I personally have responded to over 25 emails.  I would have trouble considering this unresponsive and uncompassionate.  We understand the frustration that Ms. [redacted] has, however we as the drying professional advised that the damage to the tiles would occur.  Because of the additional cost to dry the flooring both the insurance company and the homeowner chose to assume the risk.  Servpro cannot be held responsible for the damage to the floors that we advised them would happen  if the home was not dried further. Attached you will see the signed form from Ms. [redacted] that states that secondary damage is possible and Servpro cannot be held responsible.Please let me know if you need any additional information.AmandaServpro of New Kent, Williamsburg & Northern Neck804-966-1400757-229-3442

Awful business, we had a scheduled meeting at a property in manage but no call no show, I called from site they had emergencies during the weekend which was understandable so set arrangements for following Wednesday from 1:30-3:30 so while at another property was told be there in 5 minutes so I told theme door is un-locked start inspection but then I was told inspector had to leave when I told her I was 30 minutes behind her figured since they stood me up Monday they would provide a little leeway but was told couldn't wait so eventually got them out there inspected the property for mold damage was told 3 days for results but they took credit card info wrong couldn't process payment I'm in the field they leave me a message saying this is pay with my personal card because this is urgent need of results to submit to client Katie in the office said everything was ready and once cc was processed they will send me via email so nothing for the following two days I've spoken with Karen most of the time in office so I asked to speak with her I was told it's done but they needed another engineer to sign off three more days go by nothing I get notified that client cancel order because unreasonable delays so on June 30,2016 I speak to Karen again tell her I need refund and I was not satisfied with the professionalism and diligence but was told only the owner can issue a refund and their on vacation so I call again and ask to speak with Karen but told she left for the day but Katie answered the phone and I asked her what happened when she took my payment info and told me everything was ready she stated "I was misinformed " I asked for management of course nobody their and owners don't deal with customers so do yourself a favor avoid this business terrible customer service and blatantly lie to you.

Review: We called Servpro after our water heater drained and flooded our first floor. We had most of the water up by the time they got there and they proceeded to get out their fans and start taking off baseboards. When they were taking off the base boards they broke two of our floor tiles and how they took the base boards off astounded me, since, instead of taking them off carefully they ripped them off and snapped them off so the ends were all splintered and jagged. They even broke a corner piece of molding going up the wall from ripping the floor molding off. This is an issue because, when it comes time to get reimbursed for the footage of baseboard to replace we have to actually replace more.The new baseboards needed a clean edge to butt up against. There were no clean edges. We had to remove extra baseboard.It was done carefully without destroying more so it was clear to us that it could be done in a considerate and careful way, but was not.Things removed without being careful can lead to broken things-tiles.They left a mess with splinters and a mess on the floor, not from the clean water that was on it.There was overall bad service and a disregard for our living space when it comes to the mess, the baseboards and broken tiles. Although, I would take extra care if I was doing a job in someone else's home. That did not happen in our home by Servpro. Servpro's response has been anything but understanding or considerate when it comes to the fact that I am talking to them about our home.They will not have an understanding conversation about the situation. Servpro has tried blaming the insurance company for requesting the fans to be removed when they were however, the tiles were broke on their initial visit when they recklessly removed baseboards in our home. They continually blame the insurance company and dismiss us.Desired Settlement: I do expect payment to have the tiles replaced or reimbursement back off what we have paid

Business

Response:

Ms. [redacted] called us after her water heater leaked into the main level of her home. Servpro came onsite and mitigated the loss. We started drying and addressed each wet area. When Servpro does mitigation work we do take measures to be as careful as possible to not cause secondary damage. Throughout the course of the loss I had multiple conversations with Ms. [redacted]. During our initial conversations there was never a mention of any damage to the flooring or trim or any other areas. Our crews were initially onsite 8/21/2015, I was onsite on 8/24/15. When I inspected the loss the moisture content levels were still very high. As is the contract with Ms. [redacted]’s insurance company I called into the insurance company to advise them of the high moisture content readings. They advised that they did not want to pay any additional monies to dry the floor. I specifically explained to them that there would likely be damage to both the tile and the grout as a result of leaving the floors wet. They advised and accepted responsibility for any secondary damage via email (attached). I then put a phone call into Ms. [redacted] to explain that the insurance company was not going to cover any additional drying, but because it was her home I wanted to make sure she made the decision not the insurance company. Unfortunately if the equipment were to stay in it would result in additional cost to Ms. [redacted]. She advised that she was not in a position to pay additional costs and wanted the equipment out. I clearly explained via phone that by removing the equipment prior to getting dry readings that secondary damage to the tile and the grout and possible mold growth was both possible and likely. She acknowledged the risk and told us to remove the equipment. Attached is the form signed by Ms. [redacted] after I verbally explained the dangers of removing the equipment, which included damage to the tiles. Every phone call and email up until this week has been returned promptly. Since the start of the work that Servpro performed at Ms. [redacted]’s home I personally have responded to over 25 emails. I would have trouble considering this unresponsive and uncompassionate. We understand the frustration that Ms. [redacted] has, however we as the drying professional advised that the damage to the tiles would occur. Because of the additional cost to dry the flooring both the insurance company and the homeowner chose to assume the risk. Servpro cannot be held responsible for the damage to the floors that we advised them would happen if the home was not dried further. Attached you will see the signed form from Ms. [redacted] that states that secondary damage is possible and Servpro cannot be held responsible.Please let me know if you need any additional information.AmandaServpro of New Kent, Williamsburg & Northern Neck804-966-1400757-229-3442

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: ServPro was given my business in Mar 2014 because of a house fire I had. They moved all of my furniture & house of items to their location with the intent to clean damaged items & store them in a warehouse until I confirmed their delivery back to me. Well, early Oct 2014 I made final payment & the first batch of items were delivered on Oct 16th 2014. My adjustable bed frame is missing pieces therefore it still hasn't been put together & it's been 1 month & a half later. I reported to them back in early Oct that my daughter frame was broken to her full size bed & no solution has been provided & I reported that my sons bunk bed is broken & the top bunk can't be used. Also I have a missing picture that hang on the wall & kitchen items to include [redacted] that was passed down in my family. I keep getting the run around from the office managers & field adjusters that someone will come out & deliver my missing items. Also I was promised by one of the office managers that the field adjuster would access the damage & come out to my home for a monetary reimbursement solution & it hasn't happened.Desired Settlement: I want reimbursement for my adjustable [redacted] number broken bed that I have. Also I want them to pay for my daughters frame & my sons bunk bed. Also I want some monetary reimbursement for the kitchen ware & picture that's missing.

Business

Response:

[redacted],

We have received your complaint through the Revdex.com and would like to address all of the issues that you have listed with both our previous attempts at resolution and how we intend to resolve the outstanding issue.

1.“Adjustable bed frame missing pieces, therefor it still hasn’t been put together.” When Servpro came onsite to repair your bed on 11/19/14 we did indeed have the wrong size part to repair your adjustable bed frame. [redacted] from our company sent you an email last week that stated that he was out of town on training, and would come onsite to your home this week to repair the bed. He has not yet received a return email from you regarding this repair and when you would be available.

2. “Daughter frame was broken to her full size bed and no solution has been provided” This is the first time that you have brought this to my attention. We have discussed several times that we would like to obtain from you a list, which details each issue that remains with Servpro. This was requested in an email I sent you on 11/11, then again on 11/19 in an email from [redacted], our project coordinator has also requested this several times during phone conversations. We request this because it will be the most concise way to resolve the issues. When you say that you are missing a picture, could you please be more clear about this. Was this a family picture or a painting or a picture of a specific place? The same would be true for the missing kitchen items.

We have every intention on solving the issues that remain with Servpro, however we do need to know exactly what the issues are, including the items they are about. As we have said previously we apologize that there are any issues resolving the work that was performed by Servpro, and we have every intention of resolving them. I look forward to your written response so we can get the issues resolved.

Regards,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,