Servpro Of South Shasta County

Response:On 7/14/2015, received water loss for [redacted] Responded to loss and we extracted water and removed baseboard and set drying equipment and started drying process .At this time no carpeting and drywall removedEquipment includes drying fans and dehumidifier none of which directly generate heat, however, due to the multiple pieces equipment, they will generate an additional heat sourceWe advised the insurance company of the potential of asbestos in the structureDue to the age of the structure, construction materials had to be tested for asbestos, including drywall, vinyl and mastic7/15/2015, we received the approval for asbestos testing from the insurance company and called testing company to schedule testing which they scheduled for 7/18/7/20/15, Received testing results from testing company which indicated some structural materials were positive for asbestos7/21/2015, provided asbestos testing results to insuranceAlso provided insurance a copy of estimate to abate asbestos or asbestos contaminated material by the abatement company7/23/2015, received approval from insurance company for asbestos abatement and abatement company scheduled the work for the abatement for 7/28/7/29/15, clearance testing performed and structure was clearedAt the beginning of August, we met with [redacted] to go over his repairs estimate and material selectionWe advised him at this time that we were 2-weeks out on beginning repair work due to our work loadHad nothing to do with being short handedWe also advised him at this time that the insurance company did not allow for the replacement of the toilet , which from our understanding was the source of the water damageHowever, if he was willing to purchase a new toilet, we stated we would install itHe advised us that he didn't want to spend the money on a new toiletSo repairs were scheduledUpon completion of the repairs, the original toilet was installed and testing resulted in water backing up in the tub of the non affected bathroomWe advised [redacted] that there was obviously a blockage in the septic system and advised him to call a plumber immediately to identify the problem because it was obviously not the toilet as [redacted] had indicated was the original source of loss [redacted] still owed his deductible of $to Servpro of which we advised him we would rather him use those funds at this time to address the plumbing issue due to the fact insurance was not covering plumbing repairs and make arrangements to pay the deductible to Servpro at a later dateWhich was addressed in a letter to [redacted] dated 9/21/from ServproAgain, as mentioned, non of the plumbing items were covered by his insurance company or in repairs estimateWe can provide copy of repair estimate if necessaryThe plumbing items are the responsibility of [redacted] , the homeowner, as per insuranceAs per job completion time, the first days involved mitigation, insurance approval on multiple occasions, asbestos testing, abatement of asbestos materialOnce those were completed, repairs were scheduled with [redacted] to begin in 2-weeks and the actual repairs time took approximately weekSo the completion of the job taking over months was not bad business ethicsIt was a result of insurance protocol and government regulation of asbestosWe had mentioned to [redacted] , if he felt he needed to contact his insurance company regarding additional temporary living situations to do soOffice Manager Note: Repairs were completed by the end of AugustI sent [redacted] a letter dated 9/21/In the letter, I had stated that I hoped he was pleased with his new installation and that I was following up on whether or not he had addressed the plumbing problemI also stated that once he had remedied the plumbing issue, that we would then address the $deductible he owed Servpro and offered to allow him to make payments until it was paid offI stated that this letter was to serve only as a reminder of the deductible payment at that timeThe week of 10/5/15, I contacted [redacted] by phone and a left message regarding the letter I sent [redacted] called the following day and stated that he was in the process of getting the plumbing issue fixed [redacted] stated that it was his septic tank that was full and that it required gallons of sewage to be pumped out and that the leach lines needed replacingHe stated that he was in the 2nd phase with his mortgage company on refinancing his home in order to pay for the new septic system and pay the deductible he owed ServproHe stated he should have that answer by 10/16/On 10/13/15, Servpro received notification of [redacted] s complaint which he filed on 9/19/with the Revdex.comAt no time with all the conversations I had with [redacted] , did he ever indicate his dissatisfaction with our serviceJob Supervisor Note: Regarding desired settlement, as it has already been mentioned several times, the insurance company would not, and did not pay for any plumbing associated with the source of lossWe were never paid for by the insurance company nor by [redacted] for any plumbing items associated to the source of lossTherefore, any plumbing expense incurred by [redacted] due to plumbing that resulted to the loss was his entire responsibility as the homeowner/insured and we stated this to [redacted] several times over the course of the jobAs for the deductible [redacted] owes, we originally were willing to allow payment arrangements to be madeHowever, due to circumstances and the Service Authorization form [redacted] signed on 7/14/stating that he agreed to pay Servpro within days upon receipt of invoice which was mailed to him on 9/21/15, is now past dueThe length of time the project took was covered in great detail above and time delays were not applicableThe only rescheduling was a week delay in repairs which we advised him of in advance and he complied[redacted]

Response:On 7/14/2015, received water loss for [redacted]. Responded to loss and we extracted water and removed baseboard and set drying equipment and started drying process .At this time no carpeting and drywall removed. Equipment includes 6 drying fans and 1 dehumidifier none of which directly...

generate heat, however, due to the multiple pieces equipment, they will generate an additional heat source. We advised the insurance company of the potential of asbestos in the structure. Due to the age of the structure, construction materials had to be tested for asbestos, including drywall, vinyl and mastic. 7/15/2015, we received the approval for asbestos testing from the insurance company and called testing company to schedule testing which they scheduled for 7/18/2015. 7/20/15, Received testing results from testing company which indicated some structural materials were positive for asbestos. 7/21/2015, provided asbestos testing results to insurance. Also provided insurance a copy of estimate to abate asbestos or asbestos contaminated material by the abatement company. 7/23/2015, received approval from insurance company for asbestos abatement and abatement company scheduled the work for the abatement for 7/28/15. 7/29/15, clearance testing performed and structure was cleared. At the beginning of August, we met with [redacted] to go over his repairs estimate and material selection. We advised him at this time that we were 2-3 weeks out on beginning repair work due to our work load. Had nothing to do with being short handed. We also advised him at this time that the insurance company did not allow for the replacement of the toilet , which from our understanding was the source of the water damage. However, if he was willing to purchase a new toilet, we stated we would install it. He advised us that he didn't want to spend the money on a new toilet. So repairs were scheduled. Upon completion of the repairs, the original toilet was installed and testing resulted in water backing up in the tub of the non affected bathroom. We advised [redacted] that there was obviously a blockage in the septic system and advised him to call a plumber immediately to identify the problem because it was obviously not the toilet as [redacted] had indicated was the original source of loss. [redacted] still owed his deductible of $1000 to Servpro of which we advised him we would rather him use those funds at this time to address the plumbing issue due to the fact insurance was not covering plumbing repairs and make arrangements to pay the deductible to Servpro at a later date. Which was addressed in a letter to [redacted] dated 9/21/2015 from Servpro. Again, as mentioned, non of the plumbing items were covered by his insurance company or in repairs estimate. We can provide copy of repair estimate if necessary. The plumbing items are the responsibility of [redacted], the homeowner, as per insurance. As per job completion time, the first 30 days involved mitigation, insurance approval on multiple occasions, asbestos testing, abatement of asbestos material. Once those were completed, repairs were scheduled with [redacted] to begin in 2-3 weeks and the actual repairs time took approximately 1 week. So the completion of the job taking over 2 months was not bad business ethics. It was a result of insurance protocol and government regulation of asbestos. We had mentioned to [redacted], if he felt he needed to contact his insurance company regarding additional temporary living situations to do so. Office Manager Note: Repairs were completed by the end of August. I sent [redacted] a letter dated 9/21/2015. In the letter, I had stated that I hoped he was pleased with his new installation and that I was following up on whether or not he had addressed the plumbing problem. I also stated that once he had remedied the plumbing issue, that we would then address the $1000 deductible he owed Servpro and offered to allow him to make payments until it was paid off. I stated that this letter was to serve only as a reminder of the deductible payment at that time. The week of 10/5/15, I contacted [redacted] by phone and a left message regarding the letter I sent. [redacted] called the following day and stated that he was in the process of getting the plumbing issue fixed. [redacted] stated that it was his septic tank that was full and that it required 1800 gallons of sewage to be pumped out and that the leach lines needed replacing. He stated that he was in the 2nd phase with his mortgage company on refinancing his home in order to pay for the new septic system and pay the deductible he owed Servpro. He stated he should have that answer by 10/16/15. On 10/13/15, Servpro received notification of [redacted]s complaint which he filed on 9/19/15 with the Revdex.com. At no time with all the conversations I had with [redacted], did he ever indicate his dissatisfaction with our service. Job Supervisor Note: Regarding desired settlement, as it has already been mentioned several times, the insurance company would not, and did not pay for any plumbing associated with the source of loss. We were never paid for by the insurance company nor by [redacted] for any plumbing items associated to the source of loss. Therefore, any plumbing expense incurred by [redacted] due to plumbing that resulted to the loss was his entire responsibility as the homeowner/insured and we stated this to [redacted] several times over the course of the job. As for the deductible [redacted] owes, we originally were willing to allow payment arrangements to be made. However, due to circumstances and the Service Authorization form [redacted] signed on 7/14/15 stating that he agreed to pay Servpro within 15 days upon receipt of invoice which was mailed to him on 9/21/15, is now past due. The length of time the project took was covered in great detail above and time delays were not applicable. The only rescheduling was a 1 week delay in repairs which we advised him of in advance and he complied.[redacted]

Review: I had flooding in my house due to the toilet overflowing when they showed up it was realized that water was in the floors and walls. they then came in tore out all of my carpeting/drywall and baseboards from my master bed/bath and another bedroom. they then turned on multiple heaters which costed alot to run and made my house even hotter in the 110 degree heat we have been having that couple of weeks this went on for about 2 weeks they then came in to test for espestus and found that it was inside of my house so they came in and tented of my house then they put the work off for another 3 weeks because they were short handed. I for the whole time am sleeping on the couch in my house. they told me that they were going to replace the toilet and flooring. the flooring was just installed about a week ago. they re installed the same toilet that caused the whole flood in the first place and I contract servpro because my toilet was not working and they told me that there was a blockage and to contact this plumber and he would give me a good deal,now I have a plumber at my house and have to pay another 500 for him to replace the toilet and fix the piping that was originally suppose to be replaced in the insurance contract because it has been leaking all over my new floor. The amount of time it took them to complete the job was over 2 months this is not good business ethics to come in and treat someone the way they treated me.Desired Settlement: I would like the plumber bill to be paid from this company they were originally suppose to do this work and now I am having to pay someone else to do what they were contracted to do. I will provide a work order that describes the work that was completed by the plumber that had to fix the job they did. I do not believe that I should have to pay Servpro the 1000 deductible because of the length of time that it took complete the service and the numerous times that they had to reschedule/cancel

Business

Response:

Response:On 7/14/2015, received water loss for [redacted]. Responded to loss and we extracted water and removed baseboard and set drying equipment and started drying process .At this time no carpeting and drywall removed. Equipment includes 6 drying fans and 1 dehumidifier none of which directly generate heat, however, due to the multiple pieces equipment, they will generate an additional heat source. We advised the insurance company of the potential of asbestos in the structure. Due to the age of the structure, construction materials had to be tested for asbestos, including drywall, vinyl and mastic. 7/15/2015, we received the approval for asbestos testing from the insurance company and called testing company to schedule testing which they scheduled for 7/18/2015. 7/20/15, Received testing results from testing company which indicated some structural materials were positive for asbestos. 7/21/2015, provided asbestos testing results to insurance. Also provided insurance a copy of estimate to abate asbestos or asbestos contaminated material by the abatement company. 7/23/2015, received approval from insurance company for asbestos abatement and abatement company scheduled the work for the abatement for 7/28/15. 7/29/15, clearance testing performed and structure was cleared. At the beginning of August, we met with [redacted] to go over his repairs estimate and material selection. We advised him at this time that we were 2-3 weeks out on beginning repair work due to our work load. Had nothing to do with being short handed. We also advised him at this time that the insurance company did not allow for the replacement of the toilet , which from our understanding was the source of the water damage. However, if he was willing to purchase a new toilet, we stated we would install it. He advised us that he didn't want to spend the money on a new toilet. So repairs were scheduled. Upon completion of the repairs, the original toilet was installed and testing resulted in water backing up in the tub of the non affected bathroom. We advised [redacted] that there was obviously a blockage in the septic system and advised him to call a plumber immediately to identify the problem because it was obviously not the toilet as [redacted] had indicated was the original source of loss. [redacted] still owed his deductible of $1000 to Servpro of which we advised him we would rather him use those funds at this time to address the plumbing issue due to the fact insurance was not covering plumbing repairs and make arrangements to pay the deductible to Servpro at a later date. Which was addressed in a letter to [redacted] dated 9/21/2015 from Servpro. Again, as mentioned, non of the plumbing items were covered by his insurance company or in repairs estimate. We can provide copy of repair estimate if necessary. The plumbing items are the responsibility of [redacted], the homeowner, as per insurance. As per job completion time, the first 30 days involved mitigation, insurance approval on multiple occasions, asbestos testing, abatement of asbestos material. Once those were completed, repairs were scheduled with [redacted] to begin in 2-3 weeks and the actual repairs time took approximately 1 week. So the completion of the job taking over 2 months was not bad business ethics. It was a result of insurance protocol and government regulation of asbestos. We had mentioned to [redacted], if he felt he needed to contact his insurance company regarding additional temporary living situations to do so. Office Manager Note: Repairs were completed by the end of August. I sent [redacted] a letter dated 9/21/2015. In the letter, I had stated that I hoped he was pleased with his new installation and that I was following up on whether or not he had addressed the plumbing problem. I also stated that once he had remedied the plumbing issue, that we would then address the $1000 deductible he owed Servpro and offered to allow him to make payments until it was paid off. I stated that this letter was to serve only as a reminder of the deductible payment at that time. The week of 10/5/15, I contacted [redacted] by phone and a left message regarding the letter I sent. [redacted] called the following day and stated that he was in the process of getting the plumbing issue fixed. [redacted] stated that it was his septic tank that was full and that it required 1800 gallons of sewage to be pumped out and that the leach lines needed replacing. He stated that he was in the 2nd phase with his mortgage company on refinancing his home in order to pay for the new septic system and pay the deductible he owed Servpro. He stated he should have that answer by 10/16/15. On 10/13/15, Servpro received notification of [redacted]s complaint which he filed on 9/19/15 with the Revdex.com. At no time with all the conversations I had with [redacted], did he ever indicate his dissatisfaction with our service. Job Supervisor Note: Regarding desired settlement, as it has already been mentioned several times, the insurance company would not, and did not pay for any plumbing associated with the source of loss. We were never paid for by the insurance company nor by [redacted] for any plumbing items associated to the source of loss. Therefore, any plumbing expense incurred by [redacted] due to plumbing that resulted to the loss was his entire responsibility as the homeowner/insured and we stated this to [redacted] several times over the course of the job. As for the deductible [redacted] owes, we originally were willing to allow payment arrangements to be made. However, due to circumstances and the Service Authorization form [redacted] signed on 7/14/15 stating that he agreed to pay Servpro within 15 days upon receipt of invoice which was mailed to him on 9/21/15, is now past due. The length of time the project took was covered in great detail above and time delays were not applicable. The only rescheduling was a 1 week delay in repairs which we advised him of in advance and he complied.[redacted]