SERVPRO

This customer put a complaint on the wrong ServproWe did not service this customer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below My view? This company is unethical and irresponsible I will file a complaint with the department of Ag, then sue them Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below They did not assist me, their employee cancelled my appointment after no-showing times over several days Employees are from the Janesville location which is owned by this group I know this because their employee Janet told me so Ultimately the service was provided by the Madison location because of this failure, at the direction of their corporate office This appears to be yet another attempt to just brush this aside and force me to pay They keep delaying discussion of this and all of them refuse to accept responsibility Corporate, Madison, and this location The longer they are able to delay this the more they are going to try to charge me interest, harass me for payment, and probably start damaging my credit rating Regards, [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Servpro is a Nationwide Service Provider specializing in professional mitigation, remediation and restoration services for Water, Fire and Smoke Damages sustained by Homeowners and Commercial business Owners; Servpro has Alliances with most Insurance Providers called “National Accounts” with the goal to provide the top quality services based on Industry Standards developed by the Insurance Providers and the Companies that provide these select professional services for disasters These specific services provided are determined jointly between the owners of the damaged structures, Insurance adjusters and specific companies such as Servpro who provide these particular services On July 28, we responded to a Residential Fire and Smoke Damage claim of Ms [redacted] , located at [redacted] **Orfordville, WI 53576; The Call Center provided the contact name as Ms [redacted] , the Insurance Company involved,a contact phone number and claim number under her policy For most homeowners, this is their first experience with a personal disaster and often times companies such as Servpro, will direct them to their insurance company first and in turn the insurance company, will contact firms such as ours to provide restoration services for the home or business owner The process for fire restoration and remediation is not determined by US alone, but by a collaborative effort developed over many years, primarily by the insurance industry with input from Companies like us, that serve the industry What many Homeowners fail to see is that the insurance company is paying the claim and they will only authorize what they determine to be the scope of work to restore the residence back to its original condition before the fire The Insurance Company together with the homeowner and the service company estimator will come up with the basic plan of action to mitigate the damages sustained by smoke and flame to the structure primarily and if insured, the contents secondly with a rebuild for the structure, if insured and necessary Each disaster is significantly different and no two are alike in natureThe Authorization to Perform Services and Direction of Payment is the first form provided to the Homeowner for their signature to authorize the scope of work that was determined by the homeowner, the insurance adjuster and if we are on the scene, one of our estimators The unusual circumstances behind this case was that [redacted] was not the Homeowner; however, she is the renter affected by the kitchen fire, that caused fire and smoke damage to the residence She reported the fire to her insurance company, and filed a claim on her renters insurance policy On this form, we address the financial responsibility of the customer to pay Servpro upon completion of and for any services that they authorize us to performincluding structural repairs or mitigation to contents from smoke or flame Ms [redacted] signed and authorized all of the structural damage repairs and the mitigation of the building contents that were insured under her policy; thus the reason for Ms [redacted] initially receiving all invoices associated with her claim This is not a scenario, as we rarely have a renter with homeowner structural coverage when they are not the homeowner; consequently, the reason for Ms [redacted] receiving all of the initial invoices due to the lack of involvement or knowledge of the actual Homeowner, Mr [redacted] *** Upon completion of the work under the estimate, the Policy Holder and most often times, the Service Company are issued a check jointly to ensure payment to all service providers for the services that were rendered and determined necessary by the insurance adjuster and the policy holder In some cases, the Homewoners are paid directly by the insurance with the expectation that they will pay the service providers as in Ms [redacted] case Mr [redacted] being the owner of the building, was paid directly for the services provided as they relate to his structure; Ms [redacted] was paid directly by the Insurance provider as they related to her contents that were damaged by smoke or flame Mr [redacted] upon receipt of his invoice, paid us immediately for the structural damage restoration/cleaning that we invoiced to him and Ms [redacted] was expected to pay for the services that she received for her contents that were smoke or flame damaged and invoiced to her Please keep in mind that the form above addresses the Direction of Payment in regards to the payment received from the insurance provider as reimbursement for the services received After speaking with Mr [redacted] and the insurance company involved, we were provided with the documentation of proof of the claims paid with the amounts, and to whom they were paid Servpro of Lake Geneva and Rock County attempted to collect invoice, $ 1,for services authorized and rendered in full and were paid to Ms [redacted] upon the completion of the services in August 2016; Our Project Managers have spent many hours in attempts to try to work out some agreement between Ms [redacted] and Servpro to no avail The last communication attempt by email (attached) was between several of the PM’s involved and Ms [redacted] claims of knick-knacks that were allegedly damaged during cleaning Ms [redacted] has made no attempt to pay her bill and honor the agreement that she signed, nor has she provided an explanation or reasonable excuse for non-payment when she was paid by the insurance company in August of Ms [redacted] has left us no recourse to collect the money that is due our company for the services that we provided and she was paid for over months ago We have been unable to reason with her and communications we have received from her via email still do not address our paymentI have attached as documentation, our Signed Agreement, Ms [redacted] Certificate of Satisfaction, Original Invoice and the last communication that Our Project Manager, MrTim [redacted] sent to Ms [redacted] on December 13, with no results [redacted] Accounts Receivable SpecialistServpro Of Lake Geneva and Rock CountyESheridan Springs RoadLake Geneva, WI 53147262-248-

We have a no refund, no exchange policy

I have used Old South Property management for the past year to assist me in leasing my homeThey have been wonderful at communicating with me concerning prospective renters and advising me on some that have been risksDenise [redacted] has especially been a tremendous help to meShe is always friendly, professional, prompt and dependableShe has assisted me in understanding and navigating through the process of interacting with current tenants as well as the selection of prospective tenantsOld South made sure I received my security deposit after the tenant moved leaving considerable damageBeverly [redacted] was fair in her estimation of the damages and promptly refunded the depositI would recommend Old South to anyone looking for a property management companyDenise [redacted] whose eager enthusiasm to help has especially sold me on this company!

At Servpro our job is to get onsite, and help the customer mitigate their water claim as quickly as possible Payment is made one of three ways: 1) the customer’s insurance company/adjuster pays us directly, and the customer is not required to pay anything, 2) the cost to mitigate the water is below the customers deductible, and the customer has to pay the bill himself/herself, or 3) per the customer’s adjusters direction, the customer pays us his/her deductible, and the insurance company/adjuster pays anything that exceeds the amount of his/her deductible When we go onsite, we have the customer sign forms to have us start work The authorization to perform services and direction of payment guarantees that the customer will pay what is owed when the work is completed, unless the insurance company is paying us directly With this specific customer, per the adjuster’s instruction, the adjuster was paying us directly, and the customer did not owe us any payment We advised the customer of this fact as well We also have the customer sign a water form, which details all of the work we will be doing, how we deal with them and the insurance company, and an estimate of the time it will take to finish the job Lastly, we have the customer sign an equipment responsibility form that outlines their responsibility for our equipment while it is in their possession We also address any questions or concerns the customer might have We take a look at damage and brief the customer on what we will do per Institute of Inspection, Cleaning, & Restoration guidelines (IICRC S500) If the customer has any special requests we direct him to his insurance company and adjuster It is not approved by Servpro Corporate for us to advise the customer as to what the insurance company/adjuster will do on the claim, as it is not our place After we brief the customer, we call the adjuster and brief him on the claim and the water mitigation that needs to be done At this point, the adjuster will give us special additional directions, such as removing certain materials etc., per his company guidelines if he deems necessary Here are the facts related to the customers claim: We received a call from Servpro Corporate office The customer stated his bathroom flooded on the second floor and leaked to the first floor He asked for our location to refer a plumber to fix the problem The customer advised that he had shut off the electricity and water after he discovered the issue He also advised the he had seen Servpro commercials and knew we were good at water claims We arrived onsite to the customer’s house I inspected the house for pre-existing conditions, and noticed wear and tear throughout the house and took photographs to document We had referred the customer a plumber, per the customer’s direction, who was leaving as we arrived Per the plumber, the issue that caused the loss was a supply line part failure that goes to the toilet On the second floor, the bathroom had leaked water that had flooded into the hall and two rooms, and down through to the first floor leaving the drywall on the first floor ceiling bulging, and dripping onto the wood floor We had determined that the damage to the second floor was a class one water loss, and that the damage to the first floor was a class two water loss (the classification goes by floors in a multi-story home) We had the customer sign the authorization to perform services and direction of payment form, water form, and equipment responsibility form The flooring in the affected areas were: vinyl in the bathroom, carpet in the hall and two bedrooms, the ceiling drywall downstairs, and the floor in the living room (wood) downstairs We advised the customer that we would cut out the drywall that was bulging because it posed 1) a safety risk to the household 2) it was too saturated to be saved 3) it was per the Institute of Inspection, Cleaning, & Restoration guidelines (IICRC S500) which Insurance and restoration companies strictly follow If a loss is caused by a “clean” water source, and you are dealing with carpet (which was the affected material in this case on the second floor), per Institute of Inspection, Cleaning, & Restoration guidelines (IICRC S500) the affected areas on that floor have to have the water extracted from them, and be dried in place This rule can only be circumvented if the adjuster advises you directly, which he did not If a loss is caused by a “dirty” water source, and you are dealing with carpet (which was the affected material in this case), for example, coming from inside of the commode, per the Institute of Inspection, Cleaning, & Restoration guidelines (IICRC S500) you are required to pull up the carpet, and take out the pad Then lay the carpet down, dry in place, and clean afterward Since the water came from the toilet supply line, it is considered a clean water source since it has not yet entered the toilet Following the rules, we extracted water and dried the carpet in place upstairs Downstairs, we laid plastic tarp, and removed the portions of the ceiling drywall that were soaked When we cut the ceiling drywall, most of it collapsed with an extreme outflow of water, which we documented by photo We were glad to take care of this, as the customer had a family, and at any point the ceiling could have collapsed and potentially hurt one of them We had briefed the adjuster, and he was in agreement as to what all needed to be done for the claim He authorized us to do the specific scope of work we told him we were going to do, and requested we get his approval if anything else needed to be done At this point we advised the adjuster that the customer was pushing to get his carpet replaced at the loss location upstairs He advised us that he was aware of this, but that is was not necessary because of the drying guidelines we were using We were to spray sporicidin in the affected areas (a mold prevention, anti-bacterial, anti-viral product), dry in place upstairs on the carpet, and place drying equipment throughout the affected areas Downstairs we were to mitigate the bulging ceiling, spray sporicidin in the affected areas, and place drying equipment Nothing more was expressed to the customer or promised, and if he had concerns we referred him to his adjuster as the adjuster is responsible for appropriately taking care of the claim to prevent future issues and relaying that info to us Therefore, we started on the work, and during which the customer wanted to leave, and trusted us enough to give us a key to his home while he obtained a hotel room The customer advised, his house smelled moldy and he had an open ceiling At our location, we do not do drywall work, only fire, and water restoration, and various cleaning Most insurance companies do not want the same company to do it because of a conflict of interest Per conversation with the adjuster, he advised the customer that he had to obtain his own person to take care of the drywall replacement and the customer was aware and acknowledged this Additionally, there is no possibility that mold was present after our work We have monitoring devices that cost thousands of dollars to check all different types of materials for moisture, which when not treated in 7-days causes mold Each day on the job we came and took readings to make sure the materials were drying appropriately We take a reading from an unaffected room, and that determines our goals for drying per Institute of Inspection, Cleaning, & Restoration guidelines (IICRC S500) We develop a drying report after the job is completed and submit to the adjuster After he reviews the data he will know if the job is complete or not We also supply him with photos of the front of the house, site of the loss, affected areas before the loss, equipment placement, and the affected areas after the loss Our process is very thorough We have all the documentation readily available if necessary for review by the Revdex.com Currently as far as payment for the job, the customer does not owe us anything because the adjuster has already paid us and closed the claim I can forward a copy of the check I have no idea why the customer thinks the insurance company won’t pay a “dime.” I have also notified the customer numerous times that the adjuster did not approve any action further than what I mentioned previously such as removing the carpet I will forward our drying report to the customer, which typically we do not do, as they usually obtain it from the adjuster In addition, Servpro also has a national agreement with the customer’s insurance company that prevented us from doing anything extra unless express approval was given by the company/adjuster Unfortunately I was not authorized to tear out his carpet; however, I did intervene on the customer’s behalf with the adjuster and was able to persuade him to replace the carpet as a courtesy, and show of the insurance company/adjusters concern for his business and satisfaction In closing, I have proof that the house was dried properly I also cannot issue the customer a refund, since he never remitted me payment The insurance company paid and closed the claim, it was not denied The customer found a drywall installer, and got his carpet replaced in the loss area as desired, per my intervention with the adjuster I believe the customer filed this complaint before the claim was finished and closed or before a lot of these actions took place I am forwarding the drying report to the customer, as it seems he would like to have this document

This review is for ServPro of Northwest San Antonio located on Galm RdThe owner's name is Greg H***We had this company scheduled to start working on interior ceiling repairs that were caused by roof leaks to several of our condominium apartmentsGreg the owner was involved in the scheduling along with a lady named TeresaWe had spent a lot of time and effort scheduling these repairs and Greg had even come out the property a couple of weeks before to review the damages and provide us with written estimatesOn the night before the work was scheduled, the assigned "point of contact," Scott, whom I had never had any communication with, emailed at 6:55pm a very confusing email stating since "his painter" was unavailable and the work had to be rescheduledAfter several attempts to contact Greg (which I had his mobile number and email address) as well as Teresa, I received no responseI was however able to reach Scott through the emergency line @9pm the night before the work was scheduled to try and clear up any confusion and confirm ServPro would be out the next morningHis explanation was still very confusing but when I flat out asked him if anyone was going to be performing the work as scheduled, he said noHis exact quote was, " I have been in the construction business for a long time, and things happen in the construction business." He tried to explain that "his painter" was not available to due to another job conflict but I could not make him understand there would be no painting involved for the work we had scheduledAgain, I attempted to contact the owner the next day and afternoonNo responseI actually think Scott was drunk or on drugsI reached out to this business because they had performed work for me personally on an insurance claimI was very pleasedSo, I am totally dumbfounded as to why this owner, Greg H***, was so unprofessional and did not contact me to provide an explanationThe only thing I can surmise is he is out of business nowSo, I do not recommend anyone use this ServPro location at Galm Rd in Helotes, TX

Complaint: ***
I am rejecting this response because: It was not what the representative said at the time of the incident when he saw the gravity of the situation
Regards,
*** ***

ID ***Dear Representative:Squirrel Incident - Servpro employees did not use the door off of the dining area to the deck while at the home. Servpro employees did open one window to let a dehumidifier hose out but it was only open the size of the hose. There was a hole where the pipe
busted and was being fixed. The squirrel also could have come in though there is it was in the attic. Unfortunately, there is no way to know how the squirrel got in. Cat Incident - They also said we left the door open and their cat was gone. A few days later the cat was found under the couch in the basement. Plumber concern - Insurance companies do not cover the source of the loss and insureds are required to pay for this out of pocket. We can recommend plumbers but we do not set this up for customers. This is standard insurance practice that can be confirmed by the insurance company.No Show No Calls - Our Project Manager called the homeowner when we were scheduled to come out at the homeowner's request. Project Manager called on 2/twice with no response. We have a print out of the call logs from our Project Manager. On 2/23, the homeowner called and asked why we didn't show up and the Project Manager said because you said to call first and you didn't answer. The finishing repairs were then set up for 2/27. On 2/27, we went to the home and finished all items on their list and moved the furniture Call after receiving this letter - Received knowledge of this complaint on 3/9/17, on 3/10/the Office Manager called the homeowner and left message on his cell phone asking if there was anything that we missed and if we needed to come back and fix anything. No response to date from homeowner after call. Sincerely, *** ***, Office ManagerDaymar Incorporate, d/b/d Servpro of Jefferson City

Initial Business Response /* (1000, 5, 2017/02/27) */
[redacted] and her daughters [redacted] and [redacted] have been banned from any of my businesses for good cause. They have also threatened my employees and me with various actions, as well as called my personal cell phone...

repeatedly for an hour, and then posted my personal information, including a picture of me and my child, on FaceBook slandering me and my business. I have the right to refuse service to protect my business. This gift card was purchased by [redacted] It does not expire and can be used anywhere in the country at the other 1,500 locations. It can also be used by anyone other than these individuals so long as they do not indicate any harm to me or my business. The national company policy is that we do not do refunds. If she would like to redeem this gift card for product that we sell, I would be happy to do that so long as it does not exceed the gift card amount. Unfortunately, she is not welcome in my facilities, so she will need to communicate with me vie email only regarding product information and costs. My email is [redacted]@massageenvy.com. She may NOT contact me by telephone or any of my businesses or its employees by any means. She will then need to arrange a date/time for another individual to come pick up the product at the Fort Wayne Police Department.
Initial Consumer Rebuttal /* (3000, 7, 2017/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The first time I talked to this person was Friday evening after I found out that my card would not be honored. I have never threatened her nor do I know anything about an allegation that my daughter threatened her. I simply told her that I would not accept this and would let the public know that she does not honor her gift cards. Again I had never spoken to her until Friday the 24th of February. I would like some proof of her allegations.She is being vindictive towards my daughter. No one can expect someone to travel 2 hours to have a procedure like this done. This was purchased in good faith and I will only accept a full refund of the [redacted] value of the card and the certificate. Why would I schedule a procedure at a place that I thought harbored ill will towards me or my family? It is obvious of her intentions since she is unwilling to give a refund.
Final Consumer Response /* (4200, 11, 2017/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Like I stated I had never spoken to, met this person nor been into a Massage envy so there was no reason nor basis for her banning me. I am the owner of the gift card so I am the one that is owed the refund OR she is welcome to credit it back to the original card. There is zero basis for this banning as we have never had any contact until Friday AFTER I learned that she had banned the card from being used. Since this ban was placed without ever having contact with me it is a blatant retaliation against her former employee who planned to file a complaint with the ADA for discrimination. When I spoke to the owner of Friday she admitted she had never met me nor spoken to me before. If she feels this strongly about not wanting our business then a refund is in order. What guarantee does anyone have that the card will be honored if someone else tries to use it? ZERO Just as I tried to use it for a service and it was denied without cause. NO ONE would travel 2 hours to use a service such as this. [redacted] is what is owed and Is what she needs to provide. I am not allowed into the business to purchase anything and since I have never patronized this business how am I to know what retail products I would use or what is offered. The amount on the card which is [redacted] I am still requesting what was done

This review is for ServPro of Northwest San Antonio located on Galm Rd. The owner's name is Greg H[redacted]. We had this company scheduled to start working on interior ceiling repairs that were caused by roof leaks to several of our condominium apartments. Greg the owner was involved in the scheduling along with a lady named Teresa. We had spent a lot of time and effort scheduling these repairs and Greg had even come out the property a couple of weeks before to review the damages and provide us with written estimates. On the night before the work was scheduled, the assigned "point of contact," Scott, whom I had never had any communication with, emailed at 6:55pm a very confusing email stating since "his painter" was unavailable and the work had to be rescheduled. After several attempts to contact Greg (which I had his mobile number and email address) as well as Teresa, I received no response. I was however able to reach Scott through the emergency line @9pm the night before the work was scheduled to try and clear up any confusion and confirm ServPro would be out the next morning. His explanation was still very confusing but when I flat out asked him if anyone was going to be performing the work as scheduled, he said no. His exact quote was, " I have been in the construction business for a long time, and things happen in the construction business." He tried to explain that "his painter" was not available to due to another job conflict but I could not make him understand there would be no painting involved for the work we had scheduled. Again, I attempted to contact the owner the next day and afternoon. No response. I actually think Scott was drunk or on drugs.
I reached out to this business because they had performed work for me personally on an insurance claim. I was very pleased. So, I am totally dumbfounded as to why this owner, Greg H[redacted], was so unprofessional and did not contact me to provide an explanation. The only thing I can surmise is he is out of business now. So, I do not recommend anyone use this ServPro location at Galm Rd in Helotes, TX.

Background:                
At
Servpro our job is to get onsite, and help the customer mitigate their water
claim as quickly as possible.  Payment is
made one of three ways: 1)...

the customer’s insurance company/adjuster pays us
directly, and the customer is not required to pay anything, 2) the cost to
mitigate the water is below the customers deductible, and the customer has to
pay the bill himself/herself, or 3) per the customer’s adjusters direction, the
customer pays us his/her deductible, and the insurance company/adjuster pays
anything that exceeds the amount of his/her deductible.  When we go onsite, we have the customer sign
forms to have us start work.  The
authorization to perform services and direction of payment guarantees that the
customer will pay what is owed when the work is completed, unless the insurance
company is paying us directly.  With this
specific customer, per the adjuster’s instruction, the adjuster was paying us
directly, and the customer did not owe us any payment.  We advised the customer of this fact as
well.  We also have the customer sign a water
form, which details all of the work we will be doing, how we deal with them and
the insurance company, and an estimate of the time it will take to finish the
job.  Lastly, we have the customer sign
an equipment responsibility form that outlines their responsibility for our
equipment while it is in their possession. 
We also address any questions or concerns the customer might have.  We take a look at damage and brief the
customer on what we will do per Institute of Inspection, Cleaning, &
Restoration guidelines (IICRC S500).  If
the customer has any special requests we direct him to his insurance company
and adjuster.  It is not approved by
Servpro Corporate for us to advise the customer as to what the insurance
company/adjuster will do on the claim, as it is not our place.  After we brief the customer, we call the
adjuster and brief him on the claim and the water mitigation that needs to be
done.  At this point, the adjuster will
give us special additional directions, such as removing certain materials etc.,
per his company guidelines if he deems necessary.
Here
are the facts related to the customers claim: 
We
received a call from Servpro Corporate office. 
The customer stated his bathroom flooded on the second floor and leaked
to the first floor.  He asked for our
location to refer a plumber to fix the problem. 
The customer advised that he had shut off the electricity and water
after he discovered the issue.  He also advised
the he had seen Servpro commercials and knew we were good at water claims.  We arrived onsite to the customer’s
house.  I inspected the house for
pre-existing conditions, and noticed wear and tear throughout the house and
took photographs to document.  We had
referred the customer a plumber, per the customer’s direction, who was leaving
as we arrived.  Per the plumber, the
issue that caused the loss  was a supply
line part failure that goes to the toilet. 
On the second floor, the bathroom had leaked water that had flooded into
the hall and two rooms, and down through to the first floor leaving the drywall
on the first floor ceiling bulging, and dripping onto the wood floor.  We had determined that the damage to the
second floor was a class one water loss, and that the damage to the first floor
was a class two water loss (the classification goes by floors in a multi-story
home).  We had the customer sign the
authorization to perform services and direction of payment form, water form,
and equipment responsibility form.  The
flooring in the affected areas were: vinyl in the bathroom, carpet in the hall
and two bedrooms, the ceiling drywall downstairs, and the floor in the living
room (wood) downstairs .
We
advised the customer that we would cut out the drywall that was bulging because
it posed 1) a safety risk to the household 
2) it was too saturated to be saved 3) it was per the Institute of
Inspection, Cleaning, & Restoration guidelines (IICRC S500) which Insurance
and restoration companies strictly follow. 
If a loss is caused by a “clean” water source, and you are dealing with
carpet (which was the affected material in this case on the second floor), per
Institute of Inspection, Cleaning, & Restoration guidelines (IICRC S500)
the affected areas on that floor have to have the water extracted from them,
and be dried in place.  This rule can
only be circumvented if the adjuster advises you directly, which he did not.  If a loss is caused by a “dirty” water
source, and you are dealing with carpet (which was the affected material in
this case), for example, coming from inside of the commode, per the Institute
of Inspection, Cleaning, & Restoration guidelines (IICRC S500) you are
required to pull up the carpet, and take out the pad.  Then lay the carpet down, dry in place, and
clean afterward.  Since the water came
from the toilet supply line, it is considered a clean water source since it has
not yet entered the toilet.  Following
the rules, we extracted water and dried the carpet in place upstairs.  Downstairs, we laid plastic tarp, and removed
the portions of the ceiling drywall that were soaked.  When we cut the ceiling drywall, most of it
collapsed with an extreme outflow of water, which we documented by photo.  We were glad to take care of this, as the
customer had a family, and at any point the ceiling could have collapsed and
potentially hurt one of them.  We had
briefed the adjuster, and he was in agreement as to what all needed to be done
for the claim.  He authorized us to do
the specific scope of work we told him we were going to do, and requested we
get his approval if anything else needed to be done.  At this point we advised the adjuster that
the customer was pushing to get his carpet replaced at the loss location
upstairs.  He advised us that he was
aware of this, but that is was not necessary because of the drying guidelines we
were using.  We were to spray sporicidin
in the affected areas (a mold prevention, anti-bacterial, anti-viral product),
dry in place upstairs on the carpet, and place drying equipment throughout the
affected areas.  Downstairs we were to
mitigate the bulging ceiling, spray sporicidin in the affected areas, and place
drying equipment.  Nothing more was
expressed to the customer or promised, and if he had concerns we referred him to
his adjuster as the adjuster is responsible for appropriately taking care of
the claim to prevent future issues and relaying that info to us.  Therefore, we started on the work, and during
which the customer wanted to leave, and trusted us enough to give us a key to
his home while he obtained a hotel room.
The
customer advised, his house smelled moldy and he had an open ceiling.  At our location, we do not do drywall work,
only fire, and water restoration, and various cleaning.  Most insurance companies do not want the same
company to do it because of a conflict of interest.  Per conversation with the adjuster, he
advised the customer that he had to obtain his own person to take care of the
drywall replacement and the customer was aware and acknowledged this.  Additionally, there is no possibility that
mold was present after our work.  We have
monitoring devices that cost thousands of dollars to check all different types
of materials for moisture, which when not treated in 7-10 days causes
mold.  Each day on the job we came and
took readings to make sure the materials were drying appropriately.  We take a reading from an unaffected room,
and that determines our goals for drying per Institute of Inspection, Cleaning,
& Restoration guidelines (IICRC S500). 
We develop a drying report after the job is completed and submit to the
adjuster.  After he reviews the data he
will know if the job is complete or not. 
We also supply him with photos of the front of the house, site of the
loss, affected areas before the loss, equipment placement, and the affected
areas after the loss.  Our process is
very thorough.  We have all the
documentation readily available if necessary for review by the Revdex.com. 
Currently
as far as payment for the job, the customer does not owe us anything because the
adjuster has already paid us and closed the claim.  I can forward a copy of the check.  I have no idea why the customer thinks the
insurance company won’t pay a “dime.” I have also notified the customer
numerous times that the adjuster did not approve any action further than what I
mentioned previously such as removing the carpet.  I will forward our drying report to the
customer, which typically we do not do, as they usually obtain it from the
adjuster.  In addition, Servpro also has
a national agreement with the customer’s insurance company that prevented us
from doing anything extra unless express approval was given by the company/adjuster.  Unfortunately I was not authorized to tear
out his carpet; however, I did intervene on the customer’s behalf with the
adjuster and was able to persuade him to replace the carpet as a courtesy, and show
of the insurance company/adjusters concern for his business and satisfaction.
In closing, I have
proof that the house was dried properly. 
I also cannot issue the customer a refund, since he never remitted me
payment.  The insurance company paid and
closed the claim, it was not denied.  The
customer found a drywall installer, and got his carpet replaced in the loss
area as desired, per my intervention with the adjuster.  I believe the customer filed this complaint
before the claim was finished and closed or before a lot of these actions took
place.  I am forwarding the drying report
to the customer, as it seems he would like to have this document.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

We have a no refund, no exchange policy.

I have used Old South Property management for the past year to assist me in leasing my home. They have been wonderful at communicating with me concerning prospective renters and advising me on some that have been risks. Denise [redacted] has especially been a tremendous help to me. She is always friendly, professional, prompt and dependable. She has assisted me in understanding and navigating through the process of interacting with current tenants as well as the selection of prospective tenants. Old South made sure I received my security deposit after the tenant moved leaving considerable damage. Beverly [redacted] was fair in her estimation of the damages and promptly refunded the deposit. I would recommend Old South to anyone looking for a property management company. Denise [redacted] whose eager enthusiasm to help has especially sold me on this company!

Review: I hired them to dry water from my basement carpets. They spent lots of time reading papers to me regarding insurance payments even though I was paying out of pocket (and in advance). They then removed the baseboards from my wall and ripped my carpets at the seams unnecessarily. When I asked them to put them back in the condition they found them after the drying was completed, they claimed it was not their job to do so. Multiple calls seeking a conversation with a manager or owner went unreturned. The phone operator claims that if I want them to repair the damage they did, I have to pay them. They damaged my property and the ripped carpet is a safety hazard. I paid them to restor my property and instead they damaged it.Desired Settlement: I want them to do what they agreed to do. Restore my property to the condition it was in before I had the water infiltration problem. They should repair the walls and the carpet that they unnecessarily damaged. They certainly did not need to rip the carpet to dry it.