Servpro of Raleigh North East

Complaint contracted SERVPRO to clean up and pack up home after a fire in November 2014. Home was not cleaned and not packed up.[redacted] met me at my home and we discussed what to do done. [redacted] explained to me how they would clean and pack everything in the house and it would be remove to their warehouse, later a day would be scheduled for me and children to come and choose items that we could savage. I specifically asked [redacted] about furniture and clothing. [redacted] actually told me that service would be done. A contract was signed and I informed him that restoration services would not be completed by his company. A few days later I stopped by to check on things and found three non English speaking people packing glasses and dishes from my china cabinet and taking pictures. I asked them how long would it take for this process, however was told by one to call the office. A week later no one working at my my home, so I called the office. Was told that [redacted] was on vacation and some one would call me back. No one called so I understood because it was during the Christmas holiday. Well the next week I called and spoke with [redacted], who identified himself as the manager. He told me that he would get information and would give me a call back. However never called back, so my daughter called the next week. At that time she was told that [redacted] was on vacation, however some one would be at the home the next day. Several men came and expressed to them how extremely disappointed with the service. At that time they called [redacted] and we discussed why that has not completed the process.He said that there was some miscommunication, however I was the one that signed the contract and I had not communicated any thing different from the fact that were to clean out my home. My home was never cleaned out and the only thing they packed out was a china cabinet and pictures in the living room. This company did not follow with their contract. The home look the same as it did before SERVPRO other than a new covering on the roof. I did take pictures after the fire and after SERVPRO it looks the same. Desired SettlementMy insurance company was billed in the amount 2,381.31 for pack out, 1,338.41 for miscellaneous.I am seeking refund for the pack out amount.Business Response Servpro received this claim on December 12, 2013. The home had suffered a fire damage back on November 11th and again on December 8th. Our company was called in after the customer reportedly had issues with the initial mitigation company. Mrs. Customer initially met with Servpro managers onsite to discuss the scope of services to be provided. It's was agreed that we would salvage the home, perform structural cleanup to prepare for restoration, and to pack out and clean non porous contents. It was relayed that due to the extent of damage and beginning signs of microbial growth, porous items such as linens, bedding, mattresses, etc., would not be among the items removed for cleaning. Mrs. Customer was also informed that our location offers reconstruction services and agreed to have Servpro provide an estimate for consideration. After work authorizations were signed, Servpro managers and technicians responded to the site to perform emergency repairs needed to secure the fire damaged roof. Contents technicians returned the same week to begin packing out china and collectibles from two hutches and some assorted furniture from the main living area. The rear bedrooms were inspected for salvageable contents and it was determined that a minimum amount of contents could be saved. These decisions are based on average replacement value versus average repair cost and agreed upon among the insurance carrier and the insured. After initial services were completed, Servpro began discussion with the insurance adjuster regarding demo and debris hauling scope. All services of this scale must first be approved by the insurance carrier. As the date of services approached the Christmas holiday, Servpro was still waiting on approvals, so it was decided to suspend services through the holiday as there was no risk for secondary damage to the property. After the holiday, the manager overseeing the project was informed that Mrs. Customer had decided to demolish and rebuild the home rather than the original agreement to restore the home. Because of the change in project scope, structural cleanup services were cancelled. Insurance will not cover cleanup of a structure that is set to be demolished. This information was relayed to Mrs. Customer and she expressed that she was very dissatisfied with the change in scope. The adjuster was contacted again to get some clarification as the final plans for the structure. The adjuster informed Servpro that he was not approving the demolition of the home. We relayed Mrs. Customer's statements regarding the rebuild and he stated that he was working with the insurance company to reach an agreement and would contact us once he had some more information. Mrs. Customer called back and decided to cancel all remaining Services with Servpro. Servpro acknowledged and returned her salvaged contents that were stored at our facility. Invoices were submitted to the insurance adjuster for services that had already been provided only. The estimates submitted were reviewed by the adjuster and approved for payment based upon the fact that this work was in fact performed. Mrs. Customer has since received the check for our content pack out services and will soon be receiving the check for board up and tarp up services. We are asking that all payments for services rendered, be forwarded to Servpro for processing as previously agreed upon with the insurance carrier and homeowner at the beginning of the job.

Servpro of Raleigh came in at the request of my homeowners ins,for Mold remediation of my home.During this time they were in and out of my home for nearly two (2)months.They(Servpro)had to do a lot of demo. inside my home,which consisted of removing all my floors even the subfloors,baseboards,and closet doors etc.During this process they damaged several things in my home of which they were made aware of.I was told by the manager [redacted] that I would be paid for my damages.I sent him receipts for the money I paid out of pocket to have these things repaired.They crimped my ethernet wire that I had just paid $335 to have installed during the time they were there ,so I could have internet and phone service in my Studio for the two to three months it would take for me to move back into my home.Servpro was paid to demo. all the affected floor area's of which they left partial floor in my living room near the FirePlace. When the flooring person came to reinstall all my flooring after Servpro left I was told that he would have to stop the install until Servpro came out to remove the portion of the flooring and subflooring that they had left.I called [redacted] several times the next day and he did not return my calls so I paid $200 out of pocket to get it done,and sent Servpro the receipt.I was told I would receive my money back, but never did.I have beencalling Servpro once or twice a week since Nov.17th 2013.Servpro stopped communication with me after they got their final payment from my insurance co. and to date I have not received the payment I was told they would be sending me. they owe me a total of $535. They were paid over $16,838 by my ins.co. and they were paid promply after sumitting their bills. I expect the same concideration.Desired SettlementRefund me the money they owe me.($ 535.00)Business Response Contact Name and Title: [redacted] General MgrContact Phone: (919)790-1222Contact Email: [redacted] ; [redacted]SERVPRO of Raleigh NE has been committed to understanding the complaint by the customer. We were first notified of the damages during a phone call on November 19, 2013. Ms. [redacted] stated that during the extensive remediation in her crawlspace, cable internet lines were damaged by our technicians. We expressed our concern and commitment to investigate the problems and resolve them if it was found that SERVPRO was at fault. The customer stated that she would email a list of the damages and her replacement or repair costs associated with the claimed damages. After a number of days, SERVPRO had not received the email listing the damages to her home. SERVPRO followed up via phone call and sent a test email to verify that she had the correct email address. On 11/25, we received the email listing the damaged wiring, as well as charges that she paid to have flooring removed and replaced beneath the living room fireplace hearth. It was relayed to the customer that we would need some time to investigate the wiring damages however the flooring issues would need to be addressed with her insurance adjuster. Unaffected flooring was left in place during the mitigation to avoid additional delays. SERVPRO volunteered to assist with the adjuster phone call to discuss her reimbursement for the flooring charges. Multiple messages were left with her assigned adjuster with no response until early December. The adjuster stated that we had been paid for the removal of the entire square footage of the referenced room. After further review, it was noticed that we were paid $38.52 for the approximately 12 square feet of laminates and subfloor that were left under the fireplace. SERVPRO acknowledged that this amount was due to be refunded to the customer, however no payments were made to SERVPRO for the detach and reset of the electric fireplace. This work needed to be done in order to complete the repairs. After communication with the adjuster, the adjuster agreed to reimburse the customer the total of $200 to cover her expenses. With regards to the wiring repairs, it was expressed that SERVPRO would be willing to refund the amount of the repairs upon receipt of the contractor invoices. During this time, the customer had completed the restoration and had scheduled with us to move her belongings back into the home. It was also requested that we reset the closet doors that had been removed during the initial demolition. The cost to provide these services is approximately $360 and is a service typically provided in the restoration portion of services which we were not asked to perform. In an attempt to settle the financial dispute, SERVPRO performed the closet door installation at no cost. Following the completion of the move back, the customer provided our technicians with three personal receipts with no contractor letter head. SERVPRO agreed to refund a partial payment of $150 until an invoice from each of the contractors could be submitted. In summary, SERVPRO has provided $150 plus the labor and parts to install the closet doors at no charge. The adjuster has agreed to pay $200 for the flooring removal, which the customer has confirmed directly with the adjuster. Mrs. [redacted] has since agreed to close this case file based on payments and services provided.

Services and estimate for services provided on site by Servpro representatives not honored by Servpro management/billing.On 6/26, I called Servpro to address water damage to my rental (closet & foyer) after a water heater leak. I asked for an estimate & told to the personnel on site that I should be able to get the mitigation & repairs for about $1000 just based on past events. I made clear that if it were going to be $1000 just for mitigation, I would not use them for the job. A call was made by the personnel on site to the office to get my concerns addressed. The result of that exchange was that I would be able to get both for about $1000 and to expect a call to schedule repairs. As a result, I advised them to proceed. On 6/29, however, I received the official estimate via email indicating that the mitigation portion alone was $911.I immediately called the office to ask about the discrepancy. After much discussion, it was agreed that an additional call was needed to include the representatives who were on site, as management's position was "no one would have told me that". This call never happened! Instead I was sent an email stating "We have reviewed services provided to you and found them to be accurate for your recent loss from water damage on June 26, 2015." and telling me to make the payment.I sent the following reply via email and mail with no reply:"Again, I state my objection and displeasure with this. As discussed, it was clearly stated to the personnel onsite that I would not proceed if the clean-up costs were anywhere near $1000. Again I referenced previous dealings with Serpro where frozen pipes damaged wall, cabinets flooring, etc. in my kitchen, dinette, and garage which cost me right at $1000.I expressed to them that this job should not be that expensive since it was such a small area and that I would not proceed if that were the case. Your folks onsite called the office to get assurances for me that this would not be the case. Additionally, I asked if it were possible to get the mitigation done as well as the flooring replaced for around $1000.They informed me that another department would handle the repair but that I should be able to do the entire job for around $1000.You said no one WOULD HAVE SAID this to me because of your policy, yet it WAS SAID to me. I proceeded ONLY because of this. I, therefore, dispute the charges here and would like to also express my displeasure in the attitude in which I was spoken to on the phone (this was the phone call which you decided we could not have without the personnel who were on site that day with me).I was promised a phone call to discuss this further which I did not receive."I asked if Servpro had any intention of responding to my dispute:"He still has not responded to my dispute. We spoke on the phone when I call to initially ask about the charges. In this conversation, he agreed that we needed to have the guys, who showed up on site, to join for a follow-up call to discuss my dispute. He never set up this call and sent an email response instead. I responded to this via email and mail reminding him that we never had the follow-up call to address my dispute (what was told to me at the site).In summary, SERVPRO is saying it charged me fairly. My response is, I get to decide whether I want to pay a certain amount for a service whether the renderer thinks it's fair or not. What SERVPRO is doing here is saying, the company can tell you whatever they want to get your business, then charge you whatever they want and deem it just. It was my choice to go with SERVPRO or not and that decision was based on the estimate given to me at the site then taken away from me by SERVPRO. This was never addressed."There was no reply.Desired SettlementI would like SERVPRO to honor what they told me on-site. I have paid them $500 to-date for this service. They are asking for an additional $411. I believe I should owe them $61 to $150 max. This figure is based on the fact that because this discrepancy, I have already had the repairs done by another business for $350. Business Response We provided an emergency drying service for the client. When we start drying, we cannot always predict how long it will take to complete drying. The claim was not handled as an insurance claim where the insurance company would normally pay for the emergency services against an agreed price guide for the area - [redacted]. Prior to performing any service, the client asked the SERVPRO technician what the charges would be. The technician does not have price guide information. Accordingly, he called the SERVPRO project manager who after being briefed, advised the technican that drying or mitigation cost alone would not exceed $1000.00. The project manager also advised that if SERVPRO were to perform flooring restoration that that cost alone could exceed $1000.00 The project manager was listening as this information was relayed to the client and both the technician and project manager affirm that the information was relayed correctly to the client. Accordingly, the client paid a $500.00 deposit against the total "drying" charges on the first day of service. The client contends that a technician stated that charges would not exceed $500.00. The technician deny's this. The client contends that the project manager stated that charges would not exceed $500.00. The project manager denys this. Both explained that mitigation or drying is a separate activity from repair / restoration and that we were only performing mitigation at the time. We never comitted to restoration and we never provided the client with an estimate for restoration. The drying charges exceeded the $500.00 deposit and we explained to the client that this might happen. Our services are charged at or below the [redacted] price guide for the Raleigh market which we are committed to use in insurance claims. None of the charges made to this client exceed [redacted] pricing. The client contends that we have not communicated with her regarding this dispute. This is incorrect. The project manager and owner called and discussed this with the client. No resolution resulted. Since then, the client has paid the original $500.00 and an additional $61.00. The remaining balance for which the client is contractually responsible is $350.69. Consumer Response I am very disappointed in Servpro. Further, I am totally floored by their response and just cannot understand why they would misrepresent like this. I actually had a good history with this company prior to this. I knew how they worked and I knew what questions to ask. I made clear my criteria for doing business with them and they confirmed they could meet it. Now they are reneging.In response to what they have said here ... I never asked Servpro how much the drying and mitigation cost alone would be. I only asked about cleanup and repairs together. Servpro personnel never gave me an estimate for cleanup alone or repairs alone. They never stated that anything would exceed $1000. They ONLY answered me in terms of my question. That is, they said I should be able to do both for around $1000 and that this was an approximation. Also, we never spoke in terms of $500. The only time that amount was injected into the conversation was at the end when they said I need to make a $500 down payment since I was doing self-pay. No one ever said anything about drying charges may exceed down payment. They had already told me that cleanup and repairs would be around $1000, so I expected to pay the rest on completion. As stated in my complaint, there was ONE call. On that one call, it was decided that we could not proceed without the personnel who showed up on site. I was told that they would call me back for a follow-up conversation which included those two gentlemen, however, this never happened. I asked about the follow-up call, but received no response. As for the $61 ... When asked what my desired resolution was, I stated that "I believe I should owe them $61 to $150 max." After submitting my complaint, I sent $61 to them, hoping that this would be the end of it.Again, I asked Servpro if the cleanup and repair could be done for around $1000. And I stated that if the cleanup/mitigation alone was $1000, I would not go with them because it was a small area and I had had bigger events in the past to cost that. After this, the on-site personnel called the office and affirmed that my request could be met. Based on this, I told them to proceed, period.To tell me what I wanted to hear on site to get my business, then to charge me something else and tell me that the price is fair is WRONG. It was my choice to make. And I made that choice based on the on-site personnel's affirmation that I could get my cleanup and repair done for around $1000. And I would still like SERVPRO to honor what they told me on-site.