ST ROBERT, MISSOURI -- I had a small grease fire that left soot and smoke damage to our home and the insurance company recommended ServiceMaster. It has been over two months since our smoke damaged occurred, we have the house finally cleaned up mostly due to myself completing the job ServiceMaster was supposed to specialize in. Although we still don't have the damage replaced that ServiceMaster inflicted upon our home. They started out by putting all of our possessions in black trash bags and loading them in their vehicles, they then began to clean the rest of our possessions left behind and place them alongside of the walls in our house.
When they were done with their unorganized sloppy cleaning nothing went back where it was supposed to go and my home (upstairs) looked as though we just moved in. It wasn't just some items misplaced it was the whole upstairs in our house...kitchen stuff in living room, bathroom in kitchen etc... I had to take time out of my schedule to rearrange my home back to the way it was, and that is why I called them to do the job, I didn't have time to do it myself.
They also pulled vents and ripped strips of paint off the walls, they also left smoke streaks all over the bathroom walls and said they would have to be repainted and they would have to hire a third company to do this. In reality I wiped it off. They tried to hide the ripped paint by placing furniture in front of their destruction. They had also lost my sons curtains to his bedroom in the dry cleaning and broke the lamp shade to one of our lights on our ceiling fan.
They have yet to replace these items. All of this plus they cleaned our ducts and when they finished left the cleaners came by and started their job.... Then the next day the cleaners came back to find black soot all over everything again, the duct cleaners forgot a duct (imagine that), so the process started all over again. What the hell ServiceMaster?
The cleaning process has taken two months because if it flurried outside they would not show up that day, and they took more time driving to and from the job and for lunch than they did cleaning and actually voiced this complaint to us because they weren't getting enough done.
The second floor of our home where the fire that caused the damage occurred was treated no better. They supposedly sent our clothing off to the dry cleaners, and we were left with no clothing for over month and longer than that for our coats and jackets, and let me remind you this occurred in the middle of winter. They argued about cleaning our carpets saying they only would clean the high traffic area's (hmmm, smoke doesn't only cling to high traffic area's... right!)
They then took everything off of our walls and broke my husband's Indian plate set which was very expensive. They then broke my great grandmas hanging light which is a valuable antique. Then once again left everything sitting around like they didn't know where they picked it up from. I once again had to rearrange everything in the house (downstairs). When we received our laundry back from dry cleaning they left it on our couch and I gladly put it back in our closet nice and neat the way it belonged and realized that I had some clothes missing.
I never complained I just took it as a loss and was glad it was almost over. Unfortunately ServiceMaster came back the next day to finish up and to make things right when I complained about more broken items and for some unknown reason the cleaners got back into the closet and messed up the clothing. Why?
They yet have to replace the items they broke but let me say this, once we got the check from our insurance company they took less than 24 hours for ServiceMaster to contact us demanding their money but yet they wouldn't return our phone calls when we were wondering when our broken items would be replaced. I will tell ServiceMaster this... when you replace our broken items that occurred from your incompetent crew you will get your money.
I also found it rude when the floor cleaners arrived, they did nothing but talk on their phones and laugh and giggle, and it didn't matter if it was taking time off the job or in the middle of a conversation with us. I will never ever in my life recommend these people to anyone, not even to clean out a dog pen or a horse stall. They were horrible and wish I had known better than to call them myself. Thanks for the recommendation insurance company!
MEMPHIS, TENNESSEE -- Just had ServiceMaster Clean Franchise over to clean; they neglected to tell me when I scheduled the appointment that I could not write a check - because... wait for it - MY ZIP CODE. Not to mention they wanted to charge about double of the estimate. I live in the wrong zip code to write a check... SMH.
ALEXANDRIA, VIRGINIA -- After we received significant water damage through our basement this winter, I called my insurance company who set me up with ServiceMaster. I should have researched this company first. Two guys showed up and started throwing my items in trash bags - paper supplies, a hard drive, invaluable clay handprints of my children.
One ServiceMaster employee reeked of alcohol and appeared and acted very drunk. He was very chatty and kept looking at our expensive entertainment center saying he wished he could have something like that, which made us extremely uncomfortable. He was also careless with our items and threw the bags anywhere away from the water, which broke many of my items.
The other ServiceMaster employee had his cell phone with him that kept ringing an X-rated rap song (in front of my children). So, when he wasn't working, he was busy talking to his "boo." They dropped and damaged several expensive items including computers and furniture. They had a dolly, which they used to move our items.
After the chaos settled and they left, leaving behind many fans, which they were supposed to do, we noticed the damaged items. When we reported the broken items to ServiceMaster a few days later, they didn't want to be accountable.
ServiceMaster outright said they didn't believe that their guys broke some of the items. Additionally, they even told us that their guys don't have dollies on their trucks - so, according to them, we were lying about that as well. Not only do I have to deal with water damage, but now I have to deal with ServiceMaster damage. Dealing with ServiceMaster is like pouring salt on a wound - painful. ServiceMaster has the worst customer service that you will ever encounter. Don't call ServiceMaster - they'll make your clean up experience miserable.
PORTERVILLE, CALIFORNIA -- SERVICEMASTER, INC. Recently I contacted ServiceMaster to see if they could clean and condition a leather sofa that I have. I was told that they could. They came out to look at it and told me they could do this for $126.00. This sofa, which has recliners at both ends and a drop down panel in the center from which I have a telephone connection as well as controls to have the recliners vibrate and heat, was purchased in 1998 for a cost of more than $1700.00. It is a dyed off-white leather and there are no holes or tears in it.
When their worker came to do the service, he used their own brands of cleaners and conditioner. He did an excellent job in cleaning the sofa. However, when he applied the conditioner, it stained the leather. Where he rubbed the leather, it left a freckled appearance, and where he squirted the conditioner on, it left a stain showing the squirt marks. At this point the only solution to this is either to replace it or recover it, both of which would be very expensive.
His manager as well as another experienced service person came out to see what had happened. The manager even called their national office to see if anyone could offer an opinion on what caused their product to stain the sofa and to see if there was a known solution. The manager later called me to see what I wanted to do. I told him that I would accept $800 in reparation. I felt with that I could purchase a less expensive replacement. I certainly don't want this stained sofa to remain in my house. He told me that he felt his boss would offer no more than $150 but that he would check and get back to me.
I waited almost two weeks for him to call me back before I called again. This time, he said they would give me $250. I told him that was unacceptable as it would not replace the sofa that they ruined. I feel if a company comes in to service something in a customer's home and ruins it, then they should replace it with the agreement of the customer. This is the first time that I have used ServiceMaster and obviously am not satisfied. I would urge others to beware.
COMMERCE DRIVE, MICHIGAN -- Basement got wet due to some pump failure. It was 4 hrs. old and they came in and tore out my carpeting and put tons of equipment where only half of them worked. The equipment was filthy and had a horrible odor. They said it would take 3 to 4 weeks to dry. When they left still several machines were not even on. Bad experience. Ruined my wood floor hauling wet carpet through the house. When I saw the insurance bill they charged for all the machines that were not running. Do not hire this company. You will inevitably be sorry.
Servicemaster (SM) was contracted by our insurance company due to water damage that we had in our finished basement. They came on a Thursday evening to do the work. We were promised that they would contact us over the next three days to see how things were going with the equipment and the humidity level in our home. We were also told that someone would come to our home to double check the progress and the equipment. Of course, that never happened. We called the company and did not receive a call back regarding this.
In addition, I had to call to schedule an appointment for them to return to our home. However, they failed to show up at the scheduled time. We called during business hours and had to speak with an answering service. All told, we left 9 messages over a 4 hour time period to try to find out what was going on, and never received a call back. The following day, I again had to call to not just complain, but to have someone come get the equipment, that has now put a burden on my electric system. When I did reach someone, they actually said, "Well, let's see if I can get someone to your home today; I may not be able to."
Rest assured, that was not acceptable. They did send someone to our home to retrieve their things and to check to see if the finished basement was dry. I filed a complaint with the BBB in our area and I implore you to go elsewhere for your restoration needs. I wouldn't allow these guys anywhere near your home. They clearly couldn't care less about customers.
CLIFTON PARK, NEW YORK -- During our duct cleaning ServiceMaster lost one of their brushes down a vent. They spent over an hour trying to fish it out. They called their boss. He walked in and immediately cut a hole in the ceiling to retrieve the brush. He then claimed that the hole would have been needed anyway. He refused to say why they spent over an hour trying to fish it out when they needed to cut a hole anyway. After they left, we found the vents were not reattached. In fact, one still had the blue film covering it.
We attached the vents ourselves. A few days later we found that the duct 'patch' used to cover the hole cut for the vacuum had fallen off. When we asked how it was supposed to be attached they said it was supposed to be screwed in, brown side up. It was taped (had been taped before it fell), brown side down.
They would not admit any wrongdoing. At this point, we have a hole in the ceiling and a hole in the duct. Since virtually every aspect of the cleaning we could see was done wrong we have to assume that cleaning itself was a waste. At this point it appears the net transaction was to have ServiceMaster people come in, detach our vents, make holes in our ducts and in our wall and leave them exposed. The work done was terrible and management was a nightmare to deal with.
ILLINOIS -- The man came to my house by himself and stayed about 4 1/2 hours getting water out (about 1 inch) and removing two rugs and pads. Sanitized and put fans and dehumidifier in. The cost was a whopping $2700!! That's pretty good for 4 1/2 hours of work! Don't ever call ServiceMaster for anything!