Servpro of Roanoke, Montgomery & Pulaski

Review: We were out of town on Vacation. This company was called by our Insurance Agent for help with removing water from our basement from a storm. We were told by a company representative (I think named [redacted]) who asked for our permission to extract the water from the basement. We were told that he would need a $500.00 deposit and my permission to proceed. During this phone conversation I was also given a quote for the services of $500-1500.00. Once returning home five days after the work was completed an employee named [redacted] came to our house and gave me a price of $4500.00 of which I Strongly rejected. He stated that he would re-evaluate the price and get back to me in a week to ten days. The very next day he called at lunch time and gave me a new price of $2355.00 & advised that he would email all the details to me. I opened the email and found that the price had changed again to $2455.00. I forwarded to him an email reporting my distrust of his company and their pricing policies. I was contacted by [redacted] and was asked if she and [redacted] could come to our home and speak with us of which I said yes they could.

During this meeting Mr. [redacted] repeatedly suggested that all my claims about his people was untrue. I have never been treated with such disrespect by any company that I have done business with. For this reason l am issuing this complaint to be sure no one is treated like this in the future.Desired Settlement: To settle bill for the amount of the deposit ($500.00) only, which was taken from the card on June 1st.

Business

Response:

On Thursday 5/12/2016 @ 6:30 pm, we received a referral from a local insurance agent requesting emergency service for homeowner [redacted]’s residence due to standing water in his basement. The area had sustained a “Rain Microburst” on 5/11/2016 and hundreds of homes and business were affected by the storm. The homeowner was out of town and the homeowner’s son, [redacted] had contacted the insurance agent after discovering the damage, but was told there was no coverage for this loss.[redacted] was the on-call manager that night. [redacted] was able to speak with the homeowner, Mr. [redacted], via phone and explain the process, as well as the $500 deposit required for emergency service. The customer asked what the total cost would be. [redacted] explained that a manager would need be onsite to assess the damage and take measurements in order to provide an accurate estimate, but a small water loss could run anywhere from $800 to $1500. [redacted] also advised this was not a set price and a manager would be going to the residence. Mr. [redacted] authorized SERVPRO to start work and his son [redacted] provided the deposit.The emergency crew arrived around 10:00 pm. After inspection, there were 6 rooms affected impacted by Category 2 water, which was a much larger area than we expected. 3 rooms required water extraction (2 hard surface & one carpeted), and a total of 6 rooms required drying. After the emergency extraction of the standing water in the basement, SERVPRO then applied an EPA registered antimicrobial and then established structural drying. Production Manager [redacted] was then assigned the job. He contacted [redacted] via phone to review the job estimate, but had to leave a message and did not receive a call back. The job continued to be managed and monitored and we were able to dry the structure in 3 days. Once the job was complete, Mr. [redacted] then met with the homeowner to review the work done and ensure his satisfaction, which is part of our standard procedure. Mr. [redacted] wanted the final cost of the job and [redacted] advised his initial estimate was $3800, but this was based on the worst case scenario and the job taking 4-5 days. Fortunately, we were able to complete the job in only 3 days, therefore, he would recalculate the cost and the amount would be lower. Mr. [redacted] called Mr. [redacted] the next day with and advised him the cost would be around $2400. [redacted] then sent the written job cost based on industry standards which actually totaled $2455. Mr. [redacted] was upset with the cost changes. Mr. [redacted] then requested a meeting with [redacted]’s manager.[redacted], our VP of Operations, and [redacted] our Marketing Representative, met with Mr. [redacted] on May 26, 2016. Mr. [redacted] explained the job process and the services provided as well as apologized for any misunderstanding. He also provided Mr. [redacted] an additional copy of the detailed estimate and explained that our rates are set by an international company based on industry standards in our area and are reviewed monthly.Mr. [redacted] was still not happy with the cost, so Mr. [redacted] opted to reduce his bill to $1500. Mr. [redacted] agreed to the lower amount and signed the revised invoice.We have apologized to Mr. [redacted] for any misunderstanding, provided all detailed costs, as well as lowered his bill. This customer received our after-hours Emergency Services and we responded with the same sense of urgency that was relayed to us by Mr. [redacted]. We feel we treated Mr. [redacted] fairly and provided our high quality services. We respectfully request Mr. [redacted] pay the balance due on the reduced bill, which is $1,000.

Consumer

Response:

I have reviewed the response offer 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.

The answers they gave are inaccurate and unsatisfactory and just more lies. This company doesn't know how to tell the truth or stand behind what they tell the customer. I have been lied to from the beginning and I do not intend to pay any more than what they already have. The only reason I signed their form was to get them to leave my home. Mr. [redacted] did nothing but say that everything I told him was untrue about what I was told and defended his employees. I have never had an experience from a company like this.

Regards,

I have needed Servpro twice in the last year. You guys are by far the best in Virginia! Your team is prompt, efficient, and your prices are reasonable. I love the fact that the estimates are easy to understand and spot on. Everyone with your company, from the owners, the marketing reps, project managers, customer service ladies, and the crew that responds to clean up, have always been able to answer any questions I have, are so friendly and knowledgeable. I have referred your company to my friends when the need has been there, and will continue to do so. Servpro of Roanoke is TOP NOTCH in my book.

Review: I had mud and water in my basement in which servpro was called in to help me. They finally arrived three days later and the two employees that showed up walked in and said job to much for them and walked out. I called a manager and the next day sent two employees that added two fans and a dehumidifier and moved a very small amount of mud and left. I then found another company that came to my house and in one day cleaned my basement and got rid of all the mud. I then receive a bill for over $700 from Servpro for really no service. This company was not there when we needed them and I feel are taking advantage financially of the flood problem we had on July 3. There is noway is company did over $700 worth of anything to my basement. In fact the manager in charge of my case took about $200 off my bill over the phone as he tried to justify their bill. I didn't accept.Desired Settlement: I don't mind paying for the rental of the equipment and the one hour their men worked in my basement but not the $700+ bill they sent me.

Business

Response:

Mr. [redacted] spoke with the consumer on Friday and they were able to resolve the complaint.

Consumer

Response:

I have reviewed the response 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. Regards,[redacted]

Review: SERVPRO handled a fire at my home on May 1, 2014. We are now 8 months later and ready to move and the furniture has been delivered with the wood furniture being sanded down to raw wood and items broken and furniture items missing. They are not owning up to anything. They have come to the house and took pictures and seen all the damaged items. But have yet to fix anything or talk with us about fixing any of the issues.Desired Settlement: Replace all missing and damaged furniture items and have furniture refinished back to original.

Business

Response:

SERVPRO responded to customer fire on May 1st, 2014 and removed, cleaned and stored the client’s contents only. SERVPRO was not involved in the reconstruction of the client’s home and had no involvement in the time it took to complete this job. Once the job was complete we contracted a professional moving company to return the customers contents to their home.

After the items were returned to the customer, we received a complaint that furniture was “sanded down”. The furniture was not “sanded down” and was in the same condition when it was returned as it was when it was removed from the home. The lost Items were recovered and are in the customer’s possession. A TV base and a TV stand were damaged by the moving company and the moving company has replaced or compensated the customer for these items.

The contents were moved back into the customer’s home on Tuesday January 6th. On Wednesday January 7th the customer contacted us with concerns. On January 9th, we met with the customer to discuss the issues. The issue of the “sanded furniture” had to be discussed with the insurance adjuster and we had not had time to resolve (1 workday) when the Revdex.com received the complaint on Monday January 12th. The insurance company agreed to refinish the items in question and confirmed the damage was not the fault of SERVPRO. We talked with the customer on January 12th to advise the insurance company had agreed to refinish the furniture, and at this time we were not aware of the Revdex.com compliant. All issues were resolved with the customer by January 14th, one week after the customer brought issues to our attention.

Consumer

Response:

I have reviewed the response 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.

Regards,