SERVPRO of North Bethesda / Aspen Hill / Rossmoor Reviews (%countItem)
SERVPRO of North Bethesda / Aspen Hill / Rossmoor Rating
Address: 5000 Boiling Brook Parkway, Bethesda, Maryland, United States, 20852
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I was contacted by Chris on approximately August 1st to complete an estimate. He said he was called by the property manager to do so for the property damages. He also said he would send the estimate to my insurance adjuster because he was uncertain if Servpro would be given the contract to do the property cleaning. Chris called again that Friday after leaving saying he needed to come back and do an estimate for my personal property since my insurance agent said that *** doesn’t cover the property damages of the home (although that was later to be found as a lie). Also my insurance agent asked me to have them help with my itemized list when he returned and Chris did not on that Monday. To my understanding, helping with an itemized list and cleaning are 2 different things. Chris said he would have to come back out which I did not know why since he took 2 sets of pictures. I told Chris that I would contact him in regards to the cleaning of my property because HE stated that if the property itself is not cleaned, then cleaning my property would require another cleaning due to all the *** that would return on my property. Throughout this process, Chris never submitted any estimates to my insurance agent, per Austin from ***, which already made me hesitant in asking for their services due to not sending Austin the estimate and not sending me one either after I requested (all this information can be seen through texts). I got the impression that that he was more focused on getting the property contract through management than actually helping with my itemized list, especially when it took him over a week to follow up with the itemized scheduling. That was another issue I had, their slowness and inability to understand what was being asked of them.
On August 22, 2019 my apartment was marked condemned by the state inspector. I had been going back and forth to court to get someone to clean my property. So to mark a unit condemned, there is no way I just had light *** damage which Chris is going to try to say to get him off the hook. Light *** damages does not lead to a unit to be condemned by the state.
The scheduled cleaning was for the 5th of September. The unit was had been cleaned just 2 day before which made sense since Chris originally said it was pointless to clean the property when it’s still has smoke and *** damage.
When Chris originally came out during the 1st inspection, he advised me verbally what was salvageable and what should be thrown out. He stated that all my food should be thrown away due to being wrapped in plastic. He also said that anything with *** on it and it is plastic should be thrown away due to the chemicals that could inevitably lead to diseases and/or death. He also advised me that the couch and chairs would have to go get cleaned separately because of the cloth that is under them which could or could not be cleaned depending on how they are able to get the stuff out.
Now let’s move forward to the 5th. Chris, Emanuel and his team came in to start cleaning and helping with the itemized list (itemized to me means that everything would be listed individually which it was not). First, they asked me to go buy cleaning sponges and boxes to better help with the organization of the cleaning which is absurd. Why am I buying stuff that you should have already had?
I had already been told by Chris that they do not do electronic cleaning and the cleaning of clothes. I definitely denied that service because my stuff had been sitting in *** for over a month and my computers were already ruined and I know good and well no one could have brought them back. In addition, the clothing was minimal so I didn’t want to bother because I called a restoration company who could not guarantee that my expensive coats could be restored. Moving forward to my other items, it was my understanding that they would clean what could be cleaned and list the other items as unsalvageable. One of my ONLY requests was to trash my son’ s room due to him having a pulmonary disease. Honesty, I did not trust that Servpro could restore his room without leaving *** behind which I would later see with the whole cleaning they conducted within my unit. Also my son’s health is more important and I stated several times that he has died and been brought back to life and that I am not playing with the possibility of you not doing the job incorrectly that could lead to more medical issues. Other than that, the team was free to do what they thought was best.
I left the unit 2 times. One time to go to Home depot for the requested material and the other time because there was no room for me to actually be in there. I was only present for my son’s room and for the partial cleaning of the kitchen area. Again, I thought they were the professionals who would decide what was salvageable and what was not. After the cleaning, Emanuel said that they have bagged up everything unsalvageable and to keep the items in the unit to ensure that the adjuster doesn’t deny certain items. It was understanding that everything placed in a bag was unsalvageable. I did not come back until the next week to assess what was really done due to the unit still remaining condemned. Upon my inspection, the cleaning lady left dishes in the dishwasher uncleaned. Smoke and *** were in the dishwasher and she never made an attempt to clean those items. Upon further inspection of the things placed in boxes (crock pot, crab pot, etc) they did not look cleaned at all. Big pots and big cookware couldn’t have been cleaned because food was still around the stuff (for example, I had a waffle iron that was never cleaned but was covered in ***). Also they missed the file cabinet and never cleaned it because they were using it as a table! My printer was not cleaned as well but I guess they shouldn’t have touched it if it was an electronic item, although they touched my TV’s. Either way it makes it look lik
To whom it may concern,
On 8/1/19 Chris performed the initial inspection and explained that all electronics would be referred to ERS for electronic restoration and that a textile garment company would remove and restore all textiles as this is their specialty. The apartment was inspected with *** and was explained that the soot was light. All content should be cleaned and restored. It was advised that all food items in the kitchen where the loss occurred should be itemized and thrown out for precautions. It was advised that the structure should be cleaned prior to content so that there would be no cross contamination. If the content is cleaned prior to the structure, when cleaning took place soot could affect the content again. Chris explained that he would contact the insurance adjuster *** for approvals. *** approved for ERS and a Textile company to clean all electronics and textiles. He asked that an estimate for cleaning be sent at completion. The property manager *** stated they have their own company to take care of the structural cleaning. Property manager also stated that the situation with *** was very difficult and was in the process of being evicted and not comment further. We were called to assist with ***’s content only. *** also stated that the claim is for content and her policy would not pay to clean the structure as that is to be paid by the property management company. On 8/28/19 services for content cleaning only were performed. *** was present and instructed the crew that she did not want any clothing cleaned. She asked that pictures be taken and for the clothing to be placed in bags and set to the side. She did not want any bags disposed of and wanted them left onsite. She left the apartment for a short period of time and returned with boxes that she packed while the crew worked in other areas of the apartment. In her report she stated that the apartment had been cleaned prior to our arrival but it had not been. When she scheduled for services to take place on 8/28/19 she said she needed her content cleaned and an estimate for a pack out as the unit had been condemned and she needed to be out of the apartment by 9/15/19. The terminology used in the report of “anything with *** on it and it is plastic should be thrown away due to the chemicals that could inevitably lead to diseases and/or death” was not stated by anyone inside our franchise. The recommendation of all food items near the cause of loss should be disposed of as standard procedure. The couch and chairs were cleaned onsite, they had light soot on the surface areas of the furniture and were cleaned. The crew never asked *** to buy any cleaning sponges or boxes to help our crew. We arrived onsite with SERVPRO cleaning products. No boxes were utilized by our crew as nothing was to be boxed, only cleaned. Prior to the original scheduling of service on 8/6/19 *** had denied wanting to use ERS or a textile company for any electronics or textile restoration and that wiping the exterior of the electronics would be fine and she didn’t want to save the clothing and would talk to her adjuster about it. When we arrived, she had the crew take pictures of the clothing and place it in bags so they would be there for the adjuster. During services *** told our crew chief that the laptops were not to be cleaned as they didn’t work anyway. This information was relayed to the adjuster. There was no employee named “Emanuel” onsite, nor do we employee anyone with that name. The kitchen area including the dishwasher content was cleaned. Only content was cleaned by our crew as the structure was not covered in this claim and we were hired to clean content only. What was placed inside of the boxes the *** returned with and packed was at her discretion and the crew didn’t touch any of those items prior or after they were packed. The items left onsite in bags were at her direction and no crew members advised what the adjuster would cover or would not. The exterior of the printer was cleaned at ***’s direction. We advised to have it and all other electronics sent to ERS which she denied again. In photos, our crew provided their own tables that were being used to clean items. In the report she stated she wanted all her sons clothing and items thrown out as he has pulmonary issues. She then states that we placed his clothing items in bags, which she directed, and said they shouldn’t have been thrown out. *** contradicted her own direction of services within this report. All furniture was moved and cleaned properly. The items were then returned to the area they were in so that the apartment could be moved around in. As directed all textile were placed in bags as *** did not want a textile restoration company to take the items to be cleaned. Per our crew chief, *** did not want the DVDs cleaned and asked for them to be bagged. She didn’t want to chance that her son would be around the plastic and wanted them listed as non-salvageable. DVDs were not charged on our cleaning estimate as they were not cleaned. *** emailed a list of food to us, we did not produce the list, nor did we dispose of anything on the list. Again, the structure had not been cleaned when our services were performed, we did not inform her that her food had been ruined by the other cleaning company. With several conversations with ***, it was made clear that our crew never threw any of her items away and that all items in bags were placed in bags at her direction. When better pictures were requested from ***, Amanda emailed “The list that was sent with attached photos are all the photos that we have. The items that were not cleaned due to being deemed as non-salvageable by you were considered restore-able. These items were not disposed of and were left onsite at your direction and can be pulled out of the bags and photographed.” Amanda never stated that everything was trashed. Chris followed the email sent by Amanda offering a referral for a garment’s restoration contractor. *** did not reply to this email or offer.
The cost for contents cleaning $2578.03 was audited and validated By *** Claims department. The claim was then approved by *** adjuster. The invoice was paid in full on 11/26/2019
The insurance adjuster *** for *** was fully involved in all communications regarding ***s claims. He was aware that she had declined services which he had approved for. He stated that he had a very difficult time working with her and he was unable to have a conversation without her becoming belligerent. He said directly to me, “ I have no idea as to what to do with this claim, she doesn’t want to talk to me- so ill have one of my team members reach out to her”
On 11/6/2019 *** left a disparaging review on social media website Yelp. She used the office managers name and called her disrespectful and racist. She also used the corporate complaint resolution specialists by her full name in her negative review. Our corporate headquarters made efforts to communicate with ***, but ultimately closed the case due to non-response.
She has requested several times for a non-salvageable list and pictures from us, and we have provided her with all the photos taken. This project did not warrant a non-salvageable inventory of each individual item, as items in the home could be cleaned and restored. The inventory list was made for the items that were being cleaned and charged for and were sent to *** with *** Insurance. On 10/7/2019 she sent an excel spreadsheet with a list of items she deemed non salvageable totaling $14,167.96 We are not aware if she was paid for this by her insurance company.
Our goal as a business is to take care of our customers’ needs with care and compassion. We realize that there are many difficulties associated with the insurance claims and fire or water restoration process. We are committed to providing the best quality work and customer service possible, we were not expecting this job to end with an unhappy client. Please let me know if you need any additional information or documentation regarding this matter.
Sincerely.
Christian Z.GM
Date: Mon, Mar 9, 2020 at 1:39 PMSubject: FW: Complaint ID #***onTo: ***@myRevdex.com.org <***@myRevdex.com.org>Hello, I spoke to *** Adjuster and at this point she has closed the claim and notified me that *** was paid for her claim in a fair and equitable manner. We performed the service based on what her insurance company paid us and *** hired us to do. I’m not sure what else we can do for her. Our corporate quality assurance team was involved in the complaint resolution and through our documentation and overall review of the job file. We have full documentation and time line of the services provided.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: This answer is not good enough and I still have n o pictures. They have no business even dealing with my entire claim. It is unethical. From stating false allegations from me getting evicted and who they have spoken to. I asked for photos but yet Revdex.com has allowed this to go on without holding them accountable. Their response makes no sense and therefore since pictures cannot be produced, the money needs to be reimbursed for what was paid. I would like an answer from Revdex.com because Servpro has done nothing but told lies. Who is going to hold them accountable? Small claims?
Regards