SERVPRO of Northeast Salem Reviews (%countItem)
SERVPRO of Northeast Salem Rating
Address: 4409 SE 24th Ave, Portland, Oregon, United States, 97202-4736
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My family and I were recent victims of the *** Fire on 11/8/18 in ***. We had to evacuate and remain displaced for 3.5 months after the *** Fire. Our home needed to be cleaned, and insurance chose Serv Pro of SE Portland to do the job. Being that we had a baby 3 weeks prior to the fire, bringing baby home to a clean environment was of utmost importance. Though we saw terrible reviews of this particular Serv Pro online, we decided to use them and have faith, big mistake.
Initially, over the phone with Silo, we asked that all workers wear booties in the home as we do not wear shoes in the house. Silo agreed and assured us that this would be the case. He also described how the insulation would be sucked out of the attic in a clinical manner that would leave no residual behind. Afterwards, inclement weather, inadequacies, and power outages delayed the process of cleaning. Finally, it was cleaned and insulation removed. However, the insulation company didn't blow insulation back in. However, Silo was so ANXIOUS to have it done, he called and said it was complete. I had to inform him Ethan (his worker), said it needed to be completed. After completion, Ethan stated insulation was left all over the carpet.
We were encouraged to do the walk through sooner than later by Silo and Ethan due to the delays. When it came time to do the walk through; moldy dishes were still in the sink, the attic cover was left off, bed and pictures in disarray, laundry wasn't back, and MANY areas of the house were left UNCLEANED, (I took pictures). Ethan had uncovered shoes on. My husband gave him good scores on completion of satisfaction with the agreement that he would return and complete the job before we returned; but instead he went home and never returned.
Finally, we had to pay for additional hotel nights/meals (not covered by insurance), come home and CLEAN , and found that they had also stolen items in our house (we WILL be filing a police report)
After reviewing this complaint I have try to help Mrs. understand that the scope of work that was approved was completed and followed by a certificate of satisfaction survey that they had signed off on gave us all 10 during a walk through on 2/14/2019 after the job was completed. I reviewed the file seen supporting documentation showing that we do not owe Mrs. a refund. Mrs. did not pay for the scope of work if we were to pay a refund not to say that we will the money would be returned back to the insurance agency. The *** were not in a forced to leave evacuation due to *** fire. Her home was not affected from the fire. It was dust not SOOT from a fire. This was done to ease Mrs. mind due to having a newborn. Our staff went above and beyond for Mrs.. The General Manger even came out to *** to help on this particular job leaving our staff here in Portland very slim. They cleaned out her refrigerator which again not in the scope of work. Booties she stated that she had requested that the Technicians must wear. The booties were worn in the home. Which Mr. and Mrs.s father stated they did not need to wear, but our Technician made sure he/she had them on his/her shoes so he wouldn't contaminate home. I have attached the picture with the Technician showing that the booties were on his/her shoes. Scope of work was to clean walls, ceilings, floors and textiles, remove and place back the insulation.Which all of this was performed. We have before and pictures to support that this was done. They are attached to the email. Also the estimate is attached to guide you through what was to be performed. Delay with the work being performed was due to significant amount of snow. Our guys shoveled snow for 4 hours that our company paid wages for did not ask Mrs. to pay those wages. This way they could get the job done and for Mrs. to have a clear path when returning back to her home with her newborn. Pictures are attached. *Stolen items in the contract that the ***s signed off on states that anything of value is to be removed from home. She stated to me in a email that it was 2 *** (***) that were taken. She did not list anything nor did they say anything during the following walk through about items. It states that we are not responsible for any such items. It also states to list any special care of items of such as well. I highlighted in the Authorization to perform services that is attached. I have spoke to Mrs. on several occasions. If there wasn't something done to standard why didn't she call to schedule us to come back out to repeat services that weren't done supposedly? Why would you sign off on the Certificate of Satisfaction stating everything was great if it wasn't? At this time I feel like we do not owe her a refund. Services were performed and we paid for wages, subcontractors to perform services.The pictures that are attached are pictures showing work being performed and work was completed before and after. On the behalf of Servpro Southeast Portland we will not be issuing a Refund. If there is anything else I may be able to help with please let me know. Thank You
To Whom This May Concern,
I want to start off that we sent the baby basket in good faith. We were told a different sex then the child was. We do apologize for that, but at the end of the day it was the thought that count. This is something my staff wanted to do for Mr. and Mrs. so if it offended you in any way we apologize. Which I have stated that in email personally to Mrs..
The forms that were signed off by the ***s I repeat this again. When a walk through is being done at that time Mr. held the rights to object on the following and ask for us to return at that time for us to correct any issues. But Mr. stated everything was fine scored all 10's. You will see a text message from Mrs. that they were happy and pleased to be back in a clean warm home thanks for our help.
You will find a text message between the Technician stating that Ethan did come back and re-vacuum. More and more keeps getting added on since the first initial complaint with Servpro Of SouthEast Portland took a complaint. They signed off on the authorization to perform work that they would remove things of value from there home. She is now stating it was Ethan that took the *** when prior she stated that it wasn't him. Again why wasn't this brought up in the walk through. But again go back to the Authorization to perform work it is highlighted that you will remove anything of value if not we are not liable.
Attached you will see that there was industrial hygienist report stating she was not in fact impacted by the wildfire. The scope of work that was to be performed was very little walls, floors fixtures. Again she stated that all that was great in text. We do not clean moldy dishes that they choose to leave behind prior to them leaving. We already went out the scope when we shoveled snow, pressured wash the house, clean the refrigerator and much more. Which we did all this to be kind to there family and knowing they will be returning home with a new born.
I have try to reason with Mrs.. What was approved by the adjuster was completed and to standards. This has been on going since we took first initial payment. Prior to receiving payment the work was great. They thought we did a beautiful job. I have spent a lot of time on this issue. At this time we will not issue a refund. We did the scope of work and went above and beyond. There were delays due to power outages, snow, but we did what we could due to the circumstance and got the job done and then some. There are some repeated documents attached and new ones. On the behalf of Servpro Of SouthEast Portland we are ready to move forward so what ever is necessary mediation or arbitration is the next step then lets do so.
I am rejecting this response because: The hygienist company recommended cleaning of windows, light fixtures, and flooring adjacent to these. Via phone call prior to work, Silo said they were going to pressure wash outdoor patios and fixtures, clean fixtures indoors and outdoors, windows, blinds, wipe and ozone fridge and garage, clean floors, wash carpet, move all furniture and wipe walls, clean floors, replace HVAC filter etc. I saw online that this particular Servpro had terrible reviews, but I chose to stay with them because they are who my insurance chose. I saw the quote and found the work to be done satisfactory. BIG mistake.Silo was made aware that Ethan walked in our home with shoes, I called and told him. He was aware of my preference for shoes not to be worn in the home and clearly stated this before the work began. He offered to pay me for a local carpet company to come clean. I thanked him and reluctantly said it was ok because *** was promised Ethan would return and finish tidying up. Silo made me feel a bit silly for bringing it back up. Instead we returned to dirty carpet (text between Ethan and I attached with a pic of my full vacuum canister), beds still up against walls, paintings off walls, attic door open, furniture had not been moved or vacuumed or wiped behind (see pics).Front mat revealed they had never cleaned fire debris from underneath (see pic). We had moldy dishes, a dirty HVAC filter (pic attached), and it was apparent he had never come back to finish. Servpro front office staff said he had gone home to the Pacific Northwest to see his family. Although he said he returned, they said he didn't, and my home showed the proof. Yes, my Dad DID wear shoes for the first time in a decade of visiting our home based on this agreement because ETHAN did not bring booties. My husband allowed an exception for them both in order to not make Ethan feel bad. My Dad has always brought his own booties, but he was also displaced and thought Ethan would have some. I was displeased with this decision, but was not there, which is why I explained it to Silo afterwards. Since Ethan never returned to vacuum (despite him saying he did), this whole ordeal was UNACCEPTABLE. The cleaning I had to do, the miscommunications with the returning of our laundry, insulation, areas missed, all of it-absolutely unprofessional. Silo sent the wrong gendered gift basket after this awkward interaction. Conclusively, shoveling HAD to be done otherwise they wouldn't have been able to access the yard or open the gate due to the massive amount of snow accumulation. None of what was done here was above and beyond.
Sincerely
Servpro did not complete duties under contract, and is billing contrary to agreement.
The items in which Mr. had requested, we honored by changing our bill with said hours being removed and did not charge him credit card processing fees. Mr. has paid his bill with us in full and our file for him is closed.