Servpro of Sussex County

Review: Took 9 work days to complete 1037 square feet of cleaning. One person for seven days and two people for two days. That was done in January.. Since the walls did not come clean the Servpro rep was to contact my insurance company and tell them the house needed painting. I heard nothing until the beginning of June when I was sent a bill from Servpro for their services. The bill was also to be adjusted for all the window treatments which did not come clean. Also, the rug on the steps are not clean. I responded back that the job was not complete. About two days later I was contacted by my insurance company that they were going to send an adjuster out for the painting. The adjuster told me that this was the worst job he had ever seen. The time it took to complete the job and the fact that it was a shoddy job, I feel that payment should be limited to 3000.00, which was the offer I made to the Servpro last. He stated all was required. I also feel that an other adjustment should be made for the time it took to complete the work.

Business

Response:

This is my response to the referenced customer and his concerns. First, the job entailed 2,305 .51 square feet which is 1,265 more than stated in the letter dated June 27, 2014. Further, the job began February 12, 2014 and concluded February 20, 2014 and we were on site a total of six days not the nine stated in the June 27, 2014 letter.

As far as the comment by the adjuster that this "is the worst job he had ever seen," all who are familiar with cleaning smoke from dry wall with flat paint is that the porosity of the paint soaks up some of the smoke. Also, when the wa lis are wet cleaned the smoke is set in the paint; thus readying the room for painting. While the wall certainly looks dirty, it is not. Anyone will be able to wipe the wall with a clean cloth and no smoke will be on the towel. Now the normal and customary process is to apply a coat of sealer and then the paint texture and color of the home owner's choice .

Furthermore, the customer's Insurance Company has a policy that remediation companies, like mine, are not to recommend contractors . Our Operation Manager wa lked through the house with the customer on February 20, 2014 and ex plained this process and recommended that he contact a painter of his choice.

Regarding the window treatments and the carpet that did not come clean that is up to the customer to report this information to the insurance company.

This customer was paid in full for our submitted invoice by the insurance company. I believe that the customer's suggestion to pay a lessor amount of our invoice is taking unfair advantage of holding the money. If the customer wishes to contact me directly, I will be more than happy to discuss this issue face to face .