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:01/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 12/22/24, I discovered a water leak from my refrigerator. I contacted my insurance company to inform them in case a claim would be filed. I called Servpro and requested an estimate for repairs, such as water damage or possible mold. In the meantime, I called A&D Appliance to deal with the actual water leak. They responded and replaced a broken plastic hose. On 12/24 a Servpro tech arrived at my residence. I met him (******) at the door and informed him of my request for an estimate on the possible water damage. ****** examined the carpet in front of the refrigerator and took photos. He used a handheld device around the cabinet next to the refrigerator, but never pulled the unit out from the wall to survey for possible issues. He then told me that if he had to cut out the wet carpet in front of the refrigerator, my insurance company could be responsible for replacing all my carpet because the new carpet would not match the old. He then erected a tripod and proceeded to take photos of the entire interior of my home with no explanation of what he was doing. When finished, he packed up his equipment and asked for a claim number from State Farm. I explained that I could not file a claim without knowing the estimate for Servpro's services. He then told me "I do not give estimates for water damage". He then gave me a prepared contract to sign, which I refused. He handed me a customer copy of the contract and left. The next day he called and asked if I had filed a claim, and was told no. On 1/2/2025, an employee of Servpro called my residence inquiring if a claim had been filed. She was told no. I then received an invoice from Servpro for $430.99 for the service including a "geospatial scan". All I had requested from Servpro was a simple estimate for possible water damage, which I had made clear in my original contact with the office and with the technician when he arrived. ******************** has attempted to contact the Servpro office on my behalf, with no response.