Servpro of Southeast Milwaukee County

While Servpro claims they made an effort to resolve the complaint, think in fact did very littleTheir offer to send in their plumber was at best suspectWhy would I allow the plumber from the firm that damaged my property in to do work when they already damaged items within my home? They jobsite foremen only filled out accidents reports after I complaineddays after the damageThis was after hearing "how good our crews are at reporting damage"They people at the corporate level made about as good an effort as the franchisee, again no one came out to look at the table they claimed caused the damageAttached are pictures of all corners of the table, not a scratch anywhereThe y moved the china cabinet, not once but twiceThe table was already moved by myself and then the cabinet was movedIf their pictures show no damage why won't they release them? (oh, and I must have missed the sign off form allowing them to photograph my home)Call [redacted] or Servicemaster......these people are liars and will most certainly damage your home

“In reviewing Mr [redacted] 's original complaint, I personally spoke with him and indicated that it appeared to us that the damage to his cabinet looked like it could have been inflicted by the corner of the dining room table Mr [redacted] agreed that that was possible I explained that we had not moved his dining room table and that it was out of the way when we arrived I've attached a sample picture of the blocking we use and a picture of how the table was already moved upon our arrival I do not know what the customer used (the red material underneath the leg of the table)to move the table, but the customer in fact moved it He also indicated to our crew chief that he would move it again, himself, if he needed to The offer of sending a plumber was made during this first conversation We do not employ a plumber, but indicated that we would pay for MrRooter Master Plumber to perform the requested repair Mr [redacted] refused the offer Next, we responded to a formal complaint lodged by Mr [redacted] with our franchisor Mr [redacted] expanded his list of complaints stating that we had charged him (his insurance company) for time our equipment was not running We addressed each of the issues in his complaint and proved with pictures of the run hours on our equipment that this particular issue was inaccurate After review by our franchisor, the complaint was closed and dismissed; found not valid.Again, we are sorry that Mr [redacted] is unhappy with his situation as we strive to deliver great customer service and good value for our prices We did not damage Mr [redacted] 's dining room cabinet.”

We have attempted to resolve Mr***'s complaint on several different occasions. We actually brought the shut off valve to his attention when we knew it would be broken in the attempt to turn off the water. We offered to send our plumber to replace and Mr*** turned the
offer down. We maintain, and Mr*** agreed, that movement of his dining room table is probably what caused the damage to his hutch. No SERVPRO employee moved his dining room table. The customer, Mr*** moved the table several times during our work at his home. Mr*** filed a formal complaint with our corporate franchisor which was investigated and closed based upon photos and documentation we provided. We are sorry Mr*** is unhappy, but are unable to resolve his issues

“In reviewing Mr. [redacted]'s original complaint, I personally spoke with him and indicated that it appeared to us that the damage to his cabinet looked like it could have been inflicted by the corner of the dining room table.  Mr. [redacted] agreed that that was possible.  I explained that we had not moved his dining room table and that it was out of the way when we arrived.  I've attached a sample picture of the blocking we use and a picture of how the table was already moved upon our arrival.  I do not know what the customer used (the red material underneath the leg of the table). to move the table, but the customer in fact moved it.  He also indicated to our crew chief that he would move it again, himself, if he needed to.  The offer of sending a plumber was made during this first conversation.  We do not employ a plumber, but indicated that we would pay for Mr. Rooter Master Plumber to perform the requested repair.  Mr. [redacted] refused the offer.  Next, we responded to a formal complaint lodged by Mr. [redacted] with our franchisor.  Mr. [redacted] expanded his list of complaints stating that we had charged him (his insurance company) for time our equipment was not running.  We addressed each of the issues in his complaint and proved with pictures of the run hours on our equipment that this particular issue was inaccurate.  After review by our franchisor, the complaint was closed and dismissed; found not valid.Again, we are sorry that Mr. [redacted] is unhappy with his situation as we strive to deliver great customer service and good value for our prices.  We did not damage Mr. [redacted]'s dining room cabinet.”

While Servpro claims they made an effort to resolve the complaint, think in fact did very little. Their offer to send in their plumber was at best suspect. Why would I allow the plumber from the firm that damaged my property in to do work when they already damaged 2 items within my home? They jobsite foremen only filled out accidents reports after I complained.....3 days after the damage. This was after hearing "how good our crews are at reporting damage". They people at the corporate level made about as good an effort as the franchisee, again no one came out to look at the table they claimed caused the damage. Attached are pictures of all 4 corners of the table, not a scratch anywhere. The y moved the china cabinet, not once but twice. The table was already moved by myself and then the cabinet was moved. If their pictures show no damage why won't they release them? (oh, and I must have missed the sign off form allowing them to photograph my home). Call [redacted] or Servicemaster......these people are liars and will most certainly damage your home.

Well they finally released their pictures, and as I've stated before it is apparent that the table and cabinet were moved by Servpro. Their picture shows the table against the wall when they first arrived. The cabinet was moved into the area occupied by the table, while the table was moved out. They moved both and damaged the cabinet, they is no way I would have been able to move that cabinet on my own. They must not being willing to release their after pictures once they moved items. Additionally, they was not blocking or bracing placed on any furnishing in my home. I also have no idea where this new claim about meter readings/run times of their equipment are coming from. Perhaps my insurance company is questioning this.....I am not. My issue is solely the damaged water shutoff and scraped cabinet.

We had a commercial water heater burst on a Sunday morning and detected it at 3:00pm. ServPro was on site within two and a half hours with a full crew and equipment. This was during a Packers Bears football game...... Now that s service. They had everything dried up and ready to go very quickly. Job well done.

Review: Property was damaged during the restoration process by the employees of Servpro. The admitted to the broken water valve (only because I saw it) and them damage was also found on a china cabinet.Desired Settlement: I would like Servpro to have a furniture restoration firm of my choice out to fix the scratch on the china cabinet and they can send whomever they would like for the dishwasher shut off valve.

Business

Response:

We have attempted to resolve Mr. [redacted]'s complaint on several different occasions. We actually brought the shut off valve to his attention when we knew it would be broken in the attempt to turn off the water. We offered to send our plumber to replace and Mr. [redacted] turned the offer down. We maintain, and Mr. [redacted] agreed, that movement of his dining room table is probably what caused the damage to his hutch. No SERVPRO employee moved his dining room table. The customer, Mr. [redacted] moved the table several times during our work at his home. Mr. [redacted] filed a formal complaint with our corporate franchisor which was investigated and closed based upon photos and documentation we provided. We are sorry Mr. [redacted] is unhappy, but are unable to resolve his issues.

Consumer

Response:

While Servpro claims they made an effort to resolve the complaint, think in fact did very little. Their offer to send in their plumber was at best suspect. Why would I allow the plumber from the firm that damaged my property in to do work when they already damaged 2 items within my home? They jobsite foremen only filled out accidents reports after I complained.....3 days after the damage. This was after hearing "how good our crews are at reporting damage". They people at the corporate level made about as good an effort as the franchisee, again no one came out to look at the table they claimed caused the damage. Attached are pictures of all 4 corners of the table, not a scratch anywhere. The y moved the china cabinet, not once but twice. The table was already moved by myself and then the cabinet was moved. If their pictures show no damage why won't they release them? (oh, and I must have missed the sign off form allowing them to photograph my home). Call [redacted] or Servicemaster......these people are liars and will most certainly damage your home.

Business

Response:

“In reviewing Mr. [redacted]'s original complaint, I personally spoke with him and indicated that it appeared to us that the damage to his cabinet looked like it could have been inflicted by the corner of the dining room table. Mr. [redacted] agreed that that was possible. I explained that we had not moved his dining room table and that it was out of the way when we arrived. I've attached a sample picture of the blocking we use and a picture of how the table was already moved upon our arrival. I do not know what the customer used (the red material underneath the leg of the table). to move the table, but the customer in fact moved it. He also indicated to our crew chief that he would move it again, himself, if he needed to. The offer of sending a plumber was made during this first conversation. We do not employ a plumber, but indicated that we would pay for Mr. Rooter Master Plumber to perform the requested repair. Mr. [redacted] refused the offer. Next, we responded to a formal complaint lodged by Mr. [redacted] with our franchisor. Mr. [redacted] expanded his list of complaints stating that we had charged him (his insurance company) for time our equipment was not running. We addressed each of the issues in his complaint and proved with pictures of the run hours on our equipment that this particular issue was inaccurate. After review by our franchisor, the complaint was closed and dismissed; found not valid.Again, we are sorry that Mr. [redacted] is unhappy with his situation as we strive to deliver great customer service and good value for our prices. We did not damage Mr. [redacted]'s dining room cabinet.”

Consumer

Response:

Well they finally released their pictures, and as I've stated before it is apparent that the table and cabinet were moved by Servpro. Their picture shows the table against the wall when they first arrived. The cabinet was moved into the area occupied by the table, while the table was moved out. They moved both and damaged the cabinet, they is no way I would have been able to move that cabinet on my own. They must not being willing to release their after pictures once they moved items. Additionally, they was not blocking or bracing placed on any furnishing in my home. I also have no idea where this new claim about meter readings/run times of their equipment are coming from. Perhaps my insurance company is questioning this.....I am not. My issue is solely the damaged water shutoff and scraped cabinet.