SERVPRO of Northwest Spokane Reviews (24)
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SERVPRO of Northwest Spokane Rating
Address: PO Box 942, Deer Park, Washington, United States, 99006-0942
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We had only the clothes we were wearing the night of the fire, so we asked about expedited cleaning of some shoes & coats but we were concerned about giving him too much that might not be able to be cleaned. He said that anything that we did not accept after cleaning was attempted we did not have to pay for. He reiterated this several times, so we went ahead and gave him two jackets & some shoes as well as a fine art print we were concerned about. While we were talking the crew came to secure the premises. They were terrific! Efficient, professional, very kind, & considerate. Jess left with the items to be cleaned & the assurance that the contents crew would be there on Monday.
On Monday, the contents crew arrived and explained the process to us - they photograph & document everything that they deem non-salvageable, create a non-salvage list, provide that list to us prior to disposal, & once we have approved the list, they dispose of it. Anything they deem salvageable they set aside so that we can decide whether or not we want them to attempt restoration. We asked again about what happens if they try to salvage something & it doesn't come clean or is not restorable. They reiterated that we did not have to pay for the cleaning of those items. We went through the house & identified mementos, heirlooms, etc. that we wanted to be salvaged. I identified which clothes in my dresser & closets I wanted to be cleaned. During this time I mentioned that I had 23 Bloomsday t-shirts that I wanted back no matter what. I wanted them to attempt to clean them, but even if they were soot-stained, I wanted them back. They made note of that. I reiterated that request to their supervisor, Jessica, via text & in person. They said they would make sure I got them back.
The two "experts" who would be determining what was salvageable or not, what was valuable or not, had worked for the company for six months and two months. They arrived each day between 10-10:30 and left between 2:00-2:30 every day - working for a total of 3.5 hours each day after breaks & lunch. They wore no protective clothing, masks, or anything except nitrile gloves. This was a VERY toxic environment and yet they did nothing to protect themselves. A couple of days after they started working for us I asked about a sterling silver bell, sterling silver baby rattle, & two sterling silver brushes that had been sitting on my headboard along with my son's senior photos. They told me they had bubble wrapped the bell & rattle, but had thrown the brushes away. I was horrified. The lead girl asked if they were valuable. I explained that they were antiques that had belonged to my great-grandmother. They dumped out the trash bags & I spotted them & retrieved them (they were easily restored with silver polish). Their explanation was that "they had bristles" so they tossed them. In 9 days on-site they completed the inventory of the master bedroom, bathroom, and the living room. After receiving the original expedited clothing back and finding it mostly unacceptable, we asked them to take our winter coats, shoes, and photographs to FRSTeam because we did not feel confident ServPro could safely clean those expensive and valuable items. After seeing how little progress they had made and the fiasco with the antique brushes, we fired them & my husband & I went through the rest of the house ourselves, documenting everything, and finished in 4 days. When we got our clothing back, over 50% of it was unacceptable, stained, and destroyed by their washing methods, covered in animal hair (we have no shedding animals) and lint, and even got back items that weren't ours. They WASHED my husband's $700 suit & returned it with a thread dangling where a button used to be. They WASHED his dry clean only silk ties & my dry clean only 100% wool scarf from Scotland, ruining them. They took all of our linens & charged us for cleaning them even though we did not ask them to do so. They were soot-stained & reeked of smoke so we rejected them. Worst of all, when we got the non-salvage list we discovered they had thrown away cassette tapes of our kids when they were little, my state quarter collection (they never even opened the holder or they would have seen 35 quarters inside), & several items that were meaningful to us. When we got the bill, we redlined everything we did not accept & asked to have the bill adjusted per the assurances we had received that we did not have to pay for items we rejected. Despite a lengthy explanation, we received no reply except "we only charged for the work we did" with another copy of the invoice. We called Jess, who had promised he would be available 24/7. No reply. We texted, emailed, called. No reply. We finally got a lengthy email from Jessica, the supervisor of the contents crew, stating (she was not onsite) that we had been given ample opportunity to go through the large contractor bags with all the items to be disposed of - really? We were expected dump soot covered contents out on the toxic floor of our home to see if by chance they threw away something important? No...we were told we would get a list before anything was disposed of. Never once were we directed to go through those bags. The only reply we received in response to our MANY lengthy emails explaining our frustation and concerns was another copy of the bill and finally, a threat to send us to collection for the balance, despite the fact that they told us multiple times we did not have to pay for unaccepted textiles. And the kicker? They LOST my Bloomsday t-shirts. They had put them in a separate box & then LOST them! They have not bothered to respond to my emails & texts asking for compensation for my lost shirts & a reduction in our bill. Wanting to stave off a collection action, we paid for the textiles we accepted and the weight of the clothing we accepted (they charge per pound). They replied with a balance due invoice. They have never once addressed the fact that they told us we did not have to pay for textiles we did not accept. They have not responded at all regarding my Bloomsday shirts despite the fact that I offered what I felt was a reasonable settlement of $50/shirt (the average price I was able to find for used Bloomsday shirts online, and I could only find about 6) for 20 lost shirts. Jess Hackett has never responded despite voicemails, emails, and texts sent to him several times in the last month. NEVER HIRE THESE PEOPLE!
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:We had no power and we were using our generator on our refrigerator and freezers nobody remembers saying they could use oursNoway could it run all that equipment.When they did bring a generator it would only run three Air Movers capable or not of running it would only run [redacted] I discussed this with them and so did [redacted] , they seem to have a communication problem with there employees and billing.Sincerely, [redacted]
In reviewing the concerns submitted by the complainant, we have decided to adjust this customers final invoice to reflect a "zero balance owed" and we have marked this file as "closed" - there will be no future collections efforts made and we consider this matter as "resolved" Please note that while it is standard procedure for us to charge for "After Hours Services" which does include an "After Hours Service Call" charge, we were not able to confirm that this was ever explained to the customer during the initial call, prior to dispatch thus, our decision to waive these charges
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. I find it interesting that not one time did the office manager who spoke to my husband try to call us back to explain anything whatsoever. All they did was scan a form , ask for some type of signature but NEVER did they give us an estimate for the cost on this job. Our renter says they were there days with air dryers . The cost is outrageous and we are still not happy about it. We, as owners of properties, have never had someone just do a job without notifying of the cost
To the best of our knowledge, this matter has been resolved as a payment for the full balance owing was received by our office on Monday, June 5th As the balance owing for services performed to the customer has been paid in full, no further collection action will be taken, no legal action will be pursued and this will not be reported to any of the Credit Reporting Bureau's - we consider this matter resolved and closed
SERVPRO of Northwest Spokane delivered dehumidifier, Air Mover's and generator to the *** residence. The *** had a generator onsite, which they told the technician they would use - it was capable of running the dehumidifier. SERVPRO of Northwest Spokane
delivered a generator that was capable of running the Air Mover's. When we invoiced the *** insurance, we only charged for a generator and Air Mover's. We explained this on March 24th and on March 29th to the adjuster, a summary of these conversations and of this process is attached. As of this writing, we have not received any response from the insurance company adjuster, Sue Leporati nor the ***. Because we had/have not received any contact from neither the insurance company nor the ***, we sent the invoice directly to the ***
The charges are explained on the attached, line item invoice. We hope this clears up this matter
Sincerely,
Steve K***, Owner
SERVPRO of Northwest Spokane
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
This complaint has been resolved directly with the customer, customer satisfied with the resolution Please update file to reflectThank yiu
SERVPRO of Northwest Spokane delivered dehumidifier, Air Mover's and generator to the *** residence. The *** had a generator onsite, which they told the technician they would use - it was capable of running the dehumidifier. SERVPRO of Northwest Spokane
delivered a generator that was capable of running the Air Mover's. When we invoiced the *** insurance, we only charged for a generator and Air Mover's. We explained this on March 24th and on March 29th to the adjuster, a summary of these conversations and of this process is attached. As of this writing, we have not received any response from the insurance company adjuster, Sue Leporati nor the ***. Because we had/have not received any contact from neither the insurance company nor the ***, we sent the invoice directly to the ***
The charges are explained on the attached, line item invoice. We hope this clears up this matter
Sincerely,
Steve K***, Owner
SERVPRO of Northwest Spokane
Complaint: ***
I am rejecting this response because: I am responding to Servpro responseDo not accept their response customer is not
totally satisfied with the way they handled my complaintMy wife and their book keeper were communicating back and forth trying to work out a plan that we would be satisfied withThe first time wife talked with brandy they agreed to our payment plan of months @ dollars no interestSo we were waiting on contract which we didn't receiveWife contacted brandy again sent new contract totally different from what was originally agreed uponWife called back told them noThey sent another contract back stating a month for months that wasn't what we agreed uponThen we waited didn't get contract to sign in emailThen they came back with a contract stating a month for months interest at 1.5% subject to management review at anytimeThat still wasn't what we had agreed uponSo finally wife and I decided to sent them a check for and we would put in memo section of check paid in fullFinally brandy agreed to thatSo we sent them checkHopefully they stick to this agreementThey should receive check todayIf they return this check we are done... we still haven't signed any contract because they haven't sent us a revised one
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
In reviewing the concerns submitted by the complainant, we have decided to adjust this customers final invoice to reflect a "zero balance owed" and we have marked this file as "closed" - there will be no future collections efforts made and we consider this matter as "resolved". Please
note that while it is standard procedure for us to charge for "After Hours Services" which does include an "After Hours Service Call" charge, we were not able to confirm that this was ever explained to the customer during the initial call, prior to dispatch thus, our decision to waive these charges
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***I am rejecting this response because:We had no power and we were using our generator on our refrigerator and freezers nobody remembers saying they could use oursNoway could it run all that equipment.When they did bring a generator it would only run three Air Movers capable or not of running it would only run 3.*** ***i discussed this with them and so did *** *** , they seem to have a communication problem with there employees and billing.Sincerely,*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will Revdex.com,I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint.? I find it interesting that not one time did the office manager who spoke to my husband try to call us back to explain anything whatsoever.? All they did was scan a form , ask for some type of signature but NEVER did they give us an estimate for the cost on this job.? Our renter says they were there days with air dryers .? The cost is outrageous and we are still not happy about it.?
We, as owners of properties, have never had someone just do a job without notifying of the cost
Complaint: ***
I am rejecting this response because: ? I am responding to Servpro responseDo not accept their response customer is not
totally satisfied with the way? they handled my complaintMy wife and their book keeper were communicating back and forth trying to work out a plan that we would be satisfied withThe first time wife talked with brandy they agreed to our payment plan of months @ dollars no interestSo we were waiting on contract which we didn't receiveWife contacted brandy again sent new contract totally different from what was originally agreed uponWife called back told them noThey sent another contract back stating a month for months that wasn't what we agreed uponThen we waited didn't get contract to sign in emailThen they came back with a contract stating a month for months interest at 1.5% subject to management review at anytimeThat still wasn't what we had agreed uponSo finally wife and I decided to sent them a check for and we would put in memo section of check paid in fullFinally brandy agreed to thatSo we sent them checkHopefully they stick to this agreementThey should receive check todayIf they return this check we are done...? we still haven't signed any contract because they haven't sent us a revised one
Sincerely,
*** ***
Dear Ms. [redacted]/Revdex.com Resolutions Department,
I was most concerned to receive your letter dated April 5th, 2016 regarding ** [redacted]’s complaint. The property that SERVPRO of Northwest Spokane performed services at is a rental property. The renter contacted us initially about...
water damage from a sewer system backup sustained at the property and wanted us to dispatch technicians to cleanup and mitigate the damage. We explained to the tenant that we would not be able to perform services without signed authorization from the property owner. We asked for the tenant to have the property owner call us so we could discuss the process and arrange for a time to meet them at the property to assess the situation, obtain their signature on a Work Authorization form and begin work if they so desired. The tenant called the following day asking us what the status was and we responded that we had not heard back from the property owner to which the tenant responded that the property owner said they had called us and left a message but we had not responded, which was not the case. At this point, it had already been 2 days since the initial sewer system backup and no action had been taken by the property owner to have the affected area cleaned, sanitized and restored. The area was grossly unsanitary and the smell that the tenant was being forced to endure unbearable. In an effort to assist the tenant who was understandably frustrated and upset, we offered to call the property owner ourselves. Upon reaching the property owner, we were told to ‘go in and get the job done’, to which we responded that we needed their signature on a Work Authorization form prior to us beginning any work – we offered to meet them at the property and they declined and asked if they could sign the Work Authorization form via email to which we answered in the affirmative. A blank Work Authorization form was emailed to them, they completed and signed the Work Authorization form and emailed it back – this SIGNED work Authorization form is attached. The SIGNED work authorization form dated 2/4/2016 clearly states that the property owner authorizes SERVPRO of Northwest Spokane to perform ‘any and all necessary cleaning and/or restoration services on client’s property’. Once our technicians receive the authorization to begin work, they move quickly so as to minimize the damage. Once an Authorization to Perform Services is signed, the work is completed as the client has given us permission to complete the job.
SERVPRO of Northwest Spokane technician’s deemed it necessary to run Air Movers for a total of 4 days (of which is documented) after removing the carpet in order to further dry all area’s affected. The customer was charged 4 days for the use of the Air Movers to completely dry the affected areas because it took 4 days to dry the affected areas. SERVPRO Technicians are all IICRC (Institute of Inspection Cleaning & Restoration Certification) certified in water damage cleanup, drying and restoration. It requires a certain number of hours for Air Movers to completely dry an area affected by water and/or sewer damage and this number of hours is dependent on the size of the area and the surface of the area. It is critical that any area affected by water, flood or sewer damage be dried thoroughly to ensure the prevention of mold and/or mildew growth. Furthermore, water from sewer system backups may contain bacteria and viruses that could cause serious illness -special training and equipment is necessary to safely clean this type of contamination. The hours required to thoroughly dry this particular job are in accordance with the guidelines set forth by the IICRC and SERVPRO’s Corporate Office - 4 days is the industry standard dry time for jobs with specifications similar to ** [redacted]’s. Additionally, EVERY job that SERVPRO performs is uploaded to a server and reviewed and audited by Corporate. A Drying Log is kept throughout the dry-out process with moisture meter readings recorded and documented in a final Drying Report. SERVPRO is a nationally recognized leader in the water damage cleanup and restoration industry and has been since 1967.
The proprietary Air Movers used by SERVPRO are different than a standard fan - Air movers are used in water damage restoration to enhance evaporation at the surface level, thereby reducing drying time. As airflow at the surface level increases, the moisture in the air increases. This moisture is then eliminated via the use of dehumidification equipment. The Air Movers used by SERVPRO of Northwest Spokane for this job are not the type that are available at the local hardware store and again are not like a standard fan – these machines are proprietary and specifically used by SERVPRO – a National leader in the water damage cleanup and restoration industry since 1967.
We can appreciate that the cost of thoroughly cleaning up and drying out an area affected by water, flooding and/or sewer damage can be significant and that is why we always prefer to do a walk through and assessment with the property owner prior to their signing a Work Authorization form – we offered to do this walk through and assessment multiple times with the property owner in this particular case and finally were told to ‘get the job done’ and provided a signed Work Authorization electronically.
SERVPRO of Northwest Spokane aims to consistently deliver a professional service to our customers and we do apologize if any members of our team failed to take the time to adequately communicate with the property owner to explain why it was necessary for the Air Movers to operate for the invoiced number of hours when the property owner inquired upon receiving their invoice.
Thank you for bringing this matter to my attention – we hope that we have adequately addressed the concern.
Sincerely,
[redacted]
Owner
SERVPRO of Northwest Spokane
To the best of our knowledge, this matter has been resolved as a payment for the full balance owing was received by our office on Monday, June 5th. As the balance owing for services performed to the customer has been paid in full, no further collection action will be taken, no legal action will be pursued and this will not be reported to any of the Credit Reporting Bureau's - we consider this matter resolved and closed.
Complaint: [redacted]I am rejecting this response because:We had no power and we were using our generator on our refrigerator and freezers nobody remembers saying they could use ours. Noway could it run all that equipment.When they did bring a generator it would only run three Air Movers capable or not of running 6 it would only run 3.[redacted]i discussed this with them and so did [redacted] , they seem to have a communication problem with there employees and billing.Sincerely,[redacted]