Servpro of Winston Salem North Reviews (%countItem)
Servpro of Winston Salem North Rating
Address: 1105 Fairchild Rd, Winston Salem, North Carolina, United States, 27105-4527
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SERVPRO of Winston Salem North (https://www.servprowinstonsalemnorth.com/ } is locally owned and operated so this complaint reflects my experience with this SERVPRO only. Two of the staff came to my house to look over the storage area for which I was requesting mold remediation service and to give me an estimate of the job. Apparently their estimate is based on how long the remediation will take. The technician estimated that it would take 5 hours to complete the job, and the supervisor said he thought it would be more like 6 hours. The supervisor asked if the technician was confident about his estimate because he "didn't want to eat" the cost to the company. They settled on 5 hours and gave me the price based on this amount of time. Their "Good Cop/Bad Cop" routine worked on me, as I assumed I was lucky to be getting a rate based on the lower of their two estimates. When the technicians arrived a few days later to work, they insisted that I needed to pay before they could begin--explaining that they have had customers, in the past, refuse to pay after the work was completed. I was very uncomfortable because I have never been asked to pay before a service, but this was just after the two back-to-back hurricanes we had had and these water/mold remediation services were in great demand, and I was worried about delaying the work if I didn't move ahead. So I wrote a check for the full amount based on the 5 hour rate. BUT, as it turned out, the job was completed in 3 1/2 hours: the workers arrived at 11am, they worked for an hour and then went to lunch for an hour-and-a-half, and they resumed working at 1:30pm. They finished their work and left my house at 4pm. Hoping to give them a chance to make this right with a refund of the overage, I emailed the supervisor but he never responded; I emailed the owner of the business, but he never responded; and I called and left a phone message for the owner, but he never returned my call. I also wrote a review of my experience on their website, but of course it was never posted and no one followed up with me. This could have been handled so simply had the business acknowledged their mistake and refunded the excess money I had paid. These guys have got a real racket, so I feel like I must make a formal complaint.
SERVPRO provided a quote for services to be performed not a quote for a specific number of hours of work. Ms. accepted the quote for services and scheduled said services. SERVPRO arrived with the supplies and materials needed to complete the services we were hired to perform. Upon completion, Ms. completed a Certificate of Satisfaction survey. As you can see from the attached survey Ms. was completely satisfied with services provided by SERVPRO.
I am rejecting this response because:
This response does not reflect what happened. As I mentioned, the price I was quoted was based on the number of hours the technician said it would take to complete the service. I explained in my complaint how that estimation was discussed by the two staff members, and how the one (supervisor) agreed to the lower of the two estimates, saying he was a bit doubtful that the service could be completed in "just" five hours (rather than six hours). When they arrived a few days later to conduct the service, I had to pay BEFORE they could begin, so I paid for a service that was supposed to take five hours, which in fact took just 3 1/2 hours. Regarding my signed satisfaction, upon completion of the service, I was asked to give my digital signature that the service was performed and then I was given an electronic satisfaction survey. The cleaning service seemed fine so I evaluated them positively and said I was very satisfied. HOWEVER, my complaint is not that the service wasn't performed or about the quality of the work performed. My complaint is about the deceitful pricing and my over payment by 1 1/2 hours.