Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been working with ServPro of Monaca ever since our house was flooded from a storm on June 17th. We were having our roof redone when this happened, so the sub-contractors insurance settled with us when all the totals were added up. they provided the water mitigation, as well as services to oversee the reconstruction and replacement of damaged property such as the electrical and the water damage to the walls and insulation. money paid does not includewater mitigation costs.they were supposed to provide everything quoted on the estimate, as we worked with the insurance company to provide the funding for everything. we have been involved with talking to the sub-contractors insurance company and the project manager of ServPro the whole time that our house was getting rebuilt. We were living in a hotel for almost 4 full months before we were able to live in our home, and when we first got back, they did not do any cleaning, which was charged on the estimate. We did not have time to wait for them to clean, as it was already settled with insurance that we were moving back in on October 5th, So we noted it down to discuss with their team so we can get reimbursed for this. the longer we lived here, the more items that we found on the list that they were supposed to do that they did not do. they also caused damaged that were not there before. this list includes, but not limited to:changing of ALL electrical outlets painting was poorly done (missing spots, paint on non-painted areas)gouges out of the wood that were not there before 1st floor bathroom floor was scuffed up a lot utility sink downstairs was cover in paint kitchen exhaust was not installed properly, and the lights around it were plastered over.the light in the stairway leading to basement is still hanging and not mounted.a large scratch on the vinyl floor in the kitchen there is more that can be said...

  Business Response

  Date: 12/05/2024

  Servpros response to the complaint ID# ********.
   
  
  ****** ****/****** *******
  ****************************************************************************
  
  Business response:
  
  July 17, 2024:
  Received call from a representative from ********** Roofing that they were doing a roof replacement when a storm came through. A major leak happened as the roof was not completed at this time. Once mitigated, the repairs were started with an agreed upon estimate from the insurance company. Content was moved to a storage unit onsite.
  
  We scrubbed the estimate to determine which line items were not completed and the ***** received a $3,000.00 credit for line items not completed.
  
  We worked with insurance company on the like/kind/quality repairs. The repairs were completed per the insurance companys final rebuild estimate. This covered only the repairs caused by the loss, per the approved rebuild estimate. This was not a total remodeling job. 
  
  The ***** threatened to sue the insurance company and Servpro.
  
  Kitchen floor: We were told twice by the customer that they caused the scratch on the kitchen floor when he set up a reclining chair to test an outlet.
  Hood vent: The original kitchen hood vent was not vented at all, as this was a like/kind/quality repair, the venting was completed per estimate.
  Lights at hood vent: The lights around the hood vent were addressed and refinished.
  Laundry tub paint: As for the paint that was in the laundry tub, there were pre-existing paint marks that were not the same color as the paint that was used on the final painting. We were assured by the painting sub-contractor that he did not wash anything out in the laundry tub.
  Gouges to wood trim: Pre mitigation pictures show damaged trim before any mitigation/repairs were started. Additionally, to assist the *****, we used furniture pen, per agreement by customer to repair any marks. 
  After discussions with the insurance company, Servpro was able to get all the outlets, switches and light fixtures replaced. Which was completed.
  The ***** were also paid twice for the replacement of the lights, outlets and switches. Which should be returned to the insurance company.
   
  
  At this time Servpro would like to be paid for the credit that was given to the customer of $3,000.00. ********************** will be contacting their lawyer to assist with this matter. And Servpro will be seeking assistance with defamation.
  
  I will attach pictures showing preexisting conditions and photos after repairs were completed.
  
  
  **** ********
  
  Lead Estimator
  
  ************

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  Servpro is lying about pretty much everything in the there statements. They have pictures from before, and I understand that the trim was not in its prime, but there was not complete gouges taken out.
  
  We also never stated that the scratch on the floor in the kitchen was from us moving the chair, that is how we found the scratch, not what caused it.
  
  They also did not complete the painting of the sections shown in the pictures, as well as other spots that they know they missed because the pit blue painters tape where they needed to finish, not to mention that there was evidence of them smoking in the house ( there was a burnt out cigarette on the kitchen floor that we showed the project manager)
  
  All of that is cosmetic, so I was about to just let it all go, give you a poor review and make sure everyone I know understands the inferior work that was done, but I had to reach out to the BBB because they are supposed to be water mitigation and mold specialists, but the vent in the bathroom does not lead outside anymore, it is pointing straight into the attic, which you don't need to be an expert in to know that this causes mold.
  
  They also left large amounts of trash everywhere that we needed to clean up, and they left trash in the driveway, which they charged for removal of. We have been slowly getting rid of it, but it is so much trash, that we are not even halfway through.
  
  I will attach those pics as a follow up as well.
  
  Also, while it is true that we did receive about 7 grand from insurance extra, it will not need to be returned to the insurance company because it was a settlement, not a typical homeowner insurance claim, and it was their fault that this error existed in the first place with them double-charging the subcontractors insurance company, so if anything, they should be made to pay it back, instead, they decided to cut their job off short, and leave and take our money for work they never did/complete.
  
  If they wish to sue us, then we will gladly show up and show them everything that they did not do and explain everything.

   

  I have more pictures as well, however, they do not fit into the sites restrictions
  
  Regards,
  
  ****** *******

  Business Response

  Date: 12/06/2024

  We at Servpro Beaver County, appreciate the homeowners reply and its unfortunate they incurred storm damage to their home. However, we still disagree with their claims and invalid accusations. Through out the process, we did several walk-throughs at each stage of  the rebuild. The homeowners stated on multiple occasions their satisfaction with the process and the work being completed. During the final walk through, the homeowners pointed out a few items they wanted addressed. We offered to address and/or rectify each item. At this point, the homeowners opted to forego any additional repairs to properly and wanted a monetary credit. We had multiple personnel scheduled to address each valid item, but a monetary solution was was preferred by the homeowner. Therefore, upon reaching this mutual agreement, each party agreed to amicable solution. 

  Customer Answer

  Date: 12/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  We did not point out the bathroom fan blowing humid air straight into the attic at this time. On surface level, there were obvious cosmetic issues, which we did point out. The project was supposed to be completed by the time that we moved in, not while we were living there, and that is why we decided that we wanted a refund for those services.

   

  We were told that we were not going to get any refund at all for the painting since the already paid the painters, and we were also told that the scrapped up bathroom floors are not their responsibility because they were old, but they were not scrapped up whenever we lived there before the storm. The stairs leading to the second floor were also scrapped up a lot more than before and not taken care of, and they also charged a cleaning fee, and stated that they were not going to refund the cleaning fee because they were cleaning as they went, but didn't even take care of the trash that they made.

   

  We had to find a way to get rid of the old lighting, sweep up nails and screws, and wipe off all the dry wall mud that was haphazardly aligned all over everything.

  We just wanted Servpro out of our house at this point as they threatened to leave the project multiple times during the repair because insurance was not paying at the time, but it is typical for the work to not be fully funded before the job is done, and the reason is what they did to our home.

   

  If we would have never have found the bathroom fan leading into the attic, it would have caused mold, and it would have been a health hazard, and an expensive repair to make. We were told constantly during the process that Servpro had mold experts, then why was this not at the very least pointed out to us while we were able to have insurance cover the cost?
  
  Regards,
  
  ****** *******

  Business Response

  Date: 01/23/2025

  Please see the attached invoice where credit was issued in exchange for completing remaining items, per Mr. ******** We offered to complete the work, but Mr. ******* and Ms. ***** declined in exchange for receiving a credit. At this point the file was closed and both parties were in agreement. 

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  This did NOT include the bathroom fan venting directly in the attic which we found approximately a week after signing. There are more damage and work done to our home than before. I understand that you said you were not making any money on the deal, but you can't just say that the work has all been completed when it hasn't.
  That for was for what was mentioned on there. It doesn't say anything about the bathroom fan or the garbage you left outside the home.
  
  I am asking for this to be fixed, nit by you, but by a professional that specializes in this field. We do not want to take this to small claims court if we have to, where we would bring up everything else as well, including how you expected full payment before the work was completed, along with anything else that was violated in HIPCA.

   

  Also, "misc" does not cover what exactly was covered, so that is very much up for discussion.
  
  Regards,
  
  ****** *******
  Regards,
  
  ****** *******

  Business Response

  Date: 01/31/2025

  Having read the latest customer reply, our response is as follows:
  
  In regard to the ceiling fan not being vented.  The original fan that was in place, prior to the claim, wasnt vented outside to begin with.  The original fan,that was present, vented out into the attic.  The insurance company allocated a line item on the estimate that was to remove and replace the existing bathroom ceiling fan vent.  We simply removed and replaced it with a new model that the customer chose.  The insurance allotted funds to remove and replace only and there would have been an additional cost associated with installation of a vent line and piping it outside.  The additional costs were outside of the insurance coverage and would have been the responsibility of the customer. The customer advised they would not be paying any additional monies and would contact the insurance adjuster. The customer, who stated this phrase multiple, multiple, multiple times,said, We will call the adjuster and if he doesnt pay, we will sue!     Servpro follows Like, Kind, and Quality when removing and replacing an item, which we did.  

  The insurance company originally denied removing and replacing the lights, ceiling fans and bathroom fans.  After ServPro strongly pursued and demanded replacement on the customers behalf, the insurance company agreed to ONLY remove the old fixtures and replace with new fixtures.  The insurance company Did NOT include ventilation of fans out of the house.  In reality, this item should have been identified by a home inspector when the customer originally purchased the house.  The original builders did not vent the fans out of the house which is common in older homes.  It was NOT our responsibility to vent the fan out of the house. 
  
  In addition, during our investigation of this matter, the electrician stated he witnessed Mr. ******* moving a heavy chair in the kitchen while he was replacing the ceiling fan.  Mr. ******* said when he moved the chair, to test the electrical components of the chair, he himself damaged and scratched the floor.   When speaking with a ServPro Project Manager, Mr. ******* disclosed this. Also, the electrician called the Project Manager at the time to advise of what happened so the electrician was not blamed for the incident.  Mr. ******* originally stated the appliance company damaged the floor but changed his story after the fact.   Mr.******* knew this but continued to say our workers damaged the floor.  ServPro or any worker assigned, DID NOT DAMAGE the floor!

  In regard to garbage being left outside, that is simply not true.  All garbage was bagged and hauled away by ServPro.  The customer, Mr. ******** was even asked if a certain item,(throw rug), which was outside, was to remain or be thrown away.  Mr. ******* advised it was all to be thrown away.  A few days later, the customer, themselves, placed garbage outside including a couch that was left for pick up and remained there for weeks until their local garbage service removed it.   Servpro had numerous other jobs in the area and upon driving by their house, the additional garage placed outside by the customer was noticed immediately.  Any and all garbage left outside was put there by the customer after ********************** was no longer on site.  

  The customer was extremely happy throughout the process and through the rebuild process thanked ServPro for performing the work.  ServPro went above and beyond to obtain supplement monies so the customer could repair items that were not on the original insurance estimate.  We provided the customer with monetary credits because they stated they wanted to do touch up work and cleaning on your own.  We have documented all of the before and after pictures which shows a complete makeover of their home. 

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  I have Never stated that I have damaged the floor. There was no electrician there whenever I was moving the chair, and the chair was supposed to have pads under it so it did not scratch the floor, and it didn't. I had to go out and buy new ones in order to move it back to where it was supposed to be.

  Someone damaged the floor, I have mentioned that there was some appliance people that was moving a front door dge around, but thst was there before they got there, and Servpro used it to their advantage to blame it on them.

   

  As for the garbage, that is completely false information. You left bags upon bags of garbage out there, and I remember asking **** whish was the project manager, if they were going to be removed, and they said yes. Unsurprisingly, they were not.

   

  We also have video evidence with the fan hooked up to blow outside of the attic, so that is another lie.

   

  Everytime we brought up any concerns after we moved into the house with something being wrong, the owners immediate reaction was to threaten to stop progress and sue us for whatever we owe, so no, we were not satisfied then, and we are not satisfied now.

   

  You asked for payment before everything was done, and now that we had you pull you men out because things were not getting better, you took the money, gave us a "discount" less than the cost of the work, and stated thst you can't do any better because you were negative on the job. That is no reason to not give us what we were owed.

   

  We never thrsten to sue anyone, my wife and I do not believe in suing anyone for any reason unless it is absolutely necessary to get things done. The owner **** said that the money provided was enough to have them take care of everything, so we signed papers with the contractors insurance saying that everything was accounted for, then, the owner of servpro turns around asking us to lie to the insurance saying thst the floor was damaged by the flood so they can do the work instead of taking responsibility for it, even though he okay'd the signing of the papers.

   

  This is ridiculous. At this point we just want the cash we gave to you the last time back since you have doubled charged, and didn't even do the work. If you are not willing to budge at all, then we will have to resort to other methods.
  
  Regards,
  
  ****** *******