Servpro of South Hills & Monroeville & Pittsburgh

From: [redacted] Date: Mon, Jul 18, at 3:PMSubject: Complaint ID Number [redacted] To: [redacted] SERVPRO of Metro Pittsburgh east/Monroeville/South Hills received via mail the above complaint from Mr [redacted] ***, who resides at [redacted] Mr [redacted] did speak with our Franchise Owner Harold K [redacted] on June 28th and requested resolution to the stated complaint Mr K [redacted] advised Mr Romeo that he would speak with Mr N***, confirm the amount owed to Mr [redacted] and issue payment.Mr K [redacted] issued a refund check in the amount of $4,000, that that check was hand delivered by Mr n [redacted] to Mr [redacted] Payment as requested has bee issued, and SERVPRO of Metro Pittsburgh east/Monroeville/South Hills considers this manner closed Peter JA***, General Manager SERVPRO of Metro Pittsburgh East/Monroeville/South Hills Lincoln Highway North Versailles, PA Office: ###-###-#### Fax: ###-###-#### Cell: ###-###-#### email 1: [redacted] [redacted] ** [redacted]

Reference ID: *** SERVPRO of Metro Pittsburgh east/Monroeville/South Hills has received the complaint from *** ***, located at *** *** *** *** ** *** Mr*** suffered a water loss in his home in June of The damages to the home were severe enough that some of
their personal possessions had to be removed from the home, and transported to our warehouseThe removed items were dried, cleaned, and stored until the items could be returned to Mr*** in December of Shortly after the items were returned, Mr*** contacted our office claiming that some of his contents were damaged, and provided us with photographs of the damaged itemsWe launched an internal investigation to determine whether or not we could determine if these items were damaged as a result of the initial water loss, or whether they were damaged by our staff during transport to, storage at, or return from our warehouseDespite speaking with all involved staff members and pouring over photos of contents, we were unable to determine exactly when the damage to these contents occurredWe had contacted Mr*** in an attempt to compensate him for damages if an agreed upon cost could be determinedMr*** proposed a settlement of $1500.Following internal research to determine the value of the contents, we agree that $is a reasonable reimbursement to Mr*** for the damagesWe have issued a check (number 14994) to Mr, ***, as well as a letter of apology for the damaged contents.A copy of the check is attached.Peter JA***, General ManagerSERVPRO of Metro Pittsburgh East/Monroeville/South Hills

From: [redacted]Date: Mon, Jul 18, 2016 at 3:58 PMSubject: Complaint ID Number [redacted]To: [redacted]
SERVPRO of Metro Pittsburgh east/Monroeville/South Hills received via mail the above complaint from Mr [redacted]...

[redacted], who resides at [redacted]Mr [redacted] did speak with our Franchise Owner Harold K[redacted] on June 28th and requested resolution to the stated complaint.  Mr K[redacted] advised Mr Romeo that he would speak with Mr N[redacted], confirm the amount owed to Mr [redacted] and issue payment.Mr K[redacted] issued a refund check in the amount of $4,000, that that check was hand delivered by Mr n[redacted] to Mr [redacted]
Payment as requested has bee issued, and SERVPRO of Metro Pittsburgh east/Monroeville/South Hills considers this manner closed.   Peter J. A[redacted], General Manager  SERVPRO of Metro Pittsburgh East/Monroeville/South Hills   1951 Lincoln Highway   North Versailles, PA 15137  Office:  ###-###-####   Fax:  ###-###-####  Cell:  ###-###-#...⇄ 1:  [redacted] [redacted]

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.  I received the check from ServPro today in the agreed upon amount.
Regards,
[redacted]

Review: We contracted with ServPro Monroeville to resolve water damage suffered at our property. Since it was rental property, it was extremely important that the place be dried, demo'd and reconstructed in as little time as possible. We selected ServPro to perform the reconstruction to expedite the process. Leo N[redacted] Estimator promised that the problem would be resolved within a month of the start of reconstruction. Our claim began on 3/4/16 for the drying portion and in the middle of March for reconstruction. and was not completely resolved until May 6th. Upon completion of the work, we were satisfied with the quality, disappointed in the timing but understanding. We promptly settled the charges with Leo N[redacted] on 5/16/16 and realized that a $4,000 downpayment was never deducted from amount owed. On May 17, I informed Leo of the overpayment via email. On May 18th, Leo said it would not be a problem but eh "powers to be" were out of town. On 5/24th, I followed up again. On May 30th I followed up again. On 6/15th, 3 weeks after my last email to him, Leo informs me that he has not forgotten about me but he was "backed up". On 6/16th he informed me that my refund was sent to Accounting for a check. I have placed numerous calls with ServPro since 6/22 looking for my check. The final point of contact was on 6/28th to both Leo and the Franchise owner. According to the owner's outgoing voicemail box, she would return my call the next day. As of 6/30th I have heard nothing. In good faith and to expedite service, I paid $4000 up front. I would expect that in good faith, my overpayment would be returned within a reasonable timeframe.Desired Settlement: I would like a refund in the amount of $4,000.

Business

Response:

From: [redacted]Date: Mon, Jul 18, 2016 at 3:58 PMSubject: Complaint ID Number [redacted]To: [redacted]

SERVPRO of Metro Pittsburgh east/Monroeville/South Hills received via mail the above complaint from Mr [redacted], who resides at [redacted]

Review: ServPro responded to a request by me to perform restoration services due to a flood in June 2015. As part of the service, ServPro boxed up and sent our belongings to an offsite storage location. This included furniture, clothing, etc. After the house was fixed, I contacted ServPro to deliver our belongings in December 2015. When the items were returned several pieces of furniture were damaged: coffee table, bookcase, desk, computer chair, and a dresser. The damage was noticed immediately and the delivery guy employed by ServPro advised to contact the main office to discuss compensation. I have spoken to a couple people there including a manager and still do not have a resolution. I have called and emailed at least 10 times. I am only told that it has been escalated to management and the owner. Within the last month, I can't even get a return phone call.Desired Settlement: The damaged items cannot be repaired. I am requesting $1500 as compensation.

Business

Response:

Reference ID: [redacted] SERVPRO of Metro Pittsburgh east/Monroeville/South Hills has received the complaint from [redacted], located at [redacted] Mr. [redacted] suffered a water loss in his home in June of 2015. The damages to the home were severe enough that some of their personal possessions had to be removed from the home, and transported to our warehouse. The removed items were dried, cleaned, and stored until the items could be returned to Mr. [redacted] in December of 2016. Shortly after the items were returned, Mr. [redacted] contacted our office claiming that some of his contents were damaged, and provided us with photographs of the damaged items. We launched an internal investigation to determine whether or not we could determine if these items were damaged as a result of the initial water loss, or whether they were damaged by our staff during transport to, storage at, or return from our warehouse. Despite speaking with all involved staff members and pouring over photos of contents, we were unable to determine exactly when the damage to these contents occurred. We had contacted Mr. [redacted] in an attempt to compensate him for damages if an agreed upon cost could be determined. Mr. [redacted] proposed a settlement of $1500.Following internal research to determine the value of the contents, we agree that $1500 is a reasonable reimbursement to Mr. [redacted] for the damages. We have issued a check (number 14994) to Mr, [redacted], as well as a letter of apology for the damaged contents.A copy of the check is attached.Peter J. A[redacted], General ManagerSERVPRO of Metro Pittsburgh East/Monroeville/South Hills.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I received the check from ServPro today in the agreed upon amount.

Review: SERVPRO was called to secure a home after a fire. The event occurred on January 21, 2014 at 9 PM. The company was contacted directly by [redacted] fire company . The fire was at [redacted]. Since February Servpro has been billing my husband and I for the board up service. We live at [redacted]. We have called the company each month and have spoken with[redacted] at Accounts Receivable. We have given her the correct address and the link to the fire report with each phone call. Ms [redacted] stated with each call they she would correct the error. However, the billing statements which are in the wrong name my husband and myself as well as the wrong address . The most recent billing notice came on May 9, 2014 with notification that SERVPRO would be turning the bill over to collections. I called and spoke to Ms. [redacted] and she stated that she was not aware of the mistake and she would correct the issue. She did not ask what the correct address was or the invoice number. I had to explain that she would need those items to correct the issue. I also requested that she send a letter stating that the issue had been corrected. No letter has been received as of May 16, 2014.Desired Settlement: We are requesting a letter that all claims against my husband ( [redacted]) and myself ([redacted] as listed on billing) have been corrected and removed from SERVPRO billing.

Business

Response:

SERVPRO of South Hills/Monroe.ville/Metro Pittsburgh East is in receipt of complaint #[redacted]. The complaint sterns from the board up we conducted at a residential home fire, where the occupant was not present when our crew arrived. We agree that we made an error, and in such accidentally billed the complainant for services not performed.

The error stems from an erroneous address that was provided to us by the Fire Department(s) the night of the initial loss,

According to our records, a written estimate and Invoice for Services was sent out on January 31, 2014. Receiving no reply, we placed a phone call leaving a voice message, and sent a follow up letter on April 1, 2014. We sent a second notice on April 1 5, 2014. and received no reply.

Our office did contact the complainant by phone on May 9, 2014, the first verbal communication that we have had with her. She informed us that we had the wrong address and that the fire had been across the street. We apologized, advised her that we would correct the billing information to the correct address, and remove her from our accounts receivable.

We presumed the issue to have been closed, until we received the Revdex.com complaint today.

1 will personally follow up with a letter to the complainant, extending our apologies for our error, and assuring her that she has been removed from our billing system.

Consumer

Response:

Dear

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this DOES resolve the complaint However, for your reference, details of the business' reply, to which we don't agree, are to follow below:

SERVPRO has met our demands for a voided invoice and a letter of impunity from liability; Although, their claim to have attempted communication by phone is fictitious, as they couldn't possibly have been in possession of our phone contact information. Additionally, the only phone conversations my husband or I have had with SERVPRO were initiated by us. The first call, made by my husband [redacted], shortly after receiving the first invoice in February, was received with an apology and promise to resolve the matter. [redacted] actually gave the person the [redacted] webpage link to the actual incident report with all of the pertinent and correct information. After receiving a duplicate invoice and statement, [redacted] again called SERVPRO in March to reiterate the same information. We continued to receive invoices and statements, finally receiving "FINAL NOTICE" on 05/09/2014 informing us of SERVPRO seeking outside collection. I called SERVPRO immediately that day and talked with [redacted] telling her of the repeated attempts to contact SERVPRO regarding this issue and demanding that the invoice be corrected and sent to the proper client and a letter of impunity from liability. She seemed disingenuous and disinterested. After receiving nothing from SERVPRO by 05/19/2014, [redacted] penned a letter to them demanding impunity and sent it via Certified US Mail. Only then did they respond. This letter is attached hereto.

Thank you so much for your diligence in this matter!

Best regards,