FLORIDA CITY, FLORIDA -- I am an Active duty Marine officer stationed in Japan. My mother, 66 and ill, lives in Miami in a home that I owe. In Oct 2010 she experienced an overflow in the Master Bath that flooded the Master bed, Master closet and part of a closet in the living room. My mother is not technologically savvy and does not understand completely the relationship between companies, clients, and the insurance company. She called a friend who referred her to Service Master Professional, a franchise in South Florida owned by **. ** arrives at the house and tells my mother that they will start immediately and will finish the job entirely.
The insurance adjuster arrives the next day, when ** and his company are already at work. The adjuster barely talks to my mother because ** engages him. Two days after they began the work, on a Friday one worker comes in and retrieves all the gear and leaves. My mother calls ** several times to come back and finish the job. They had taken 3 feet of wall out without replacing it. They also had to disinfect and clean properly. ** tells my mother that he is waiting to see how much the insurance company is going to approve in order for him to come back. After 8 to 10 days we decide to call another company to come in and finish the job.
When ** first came in, he won over my mother's trust by saying things like, "we will take care of you, don't worry, we will finish everything and leave it as new". And he had my desperate mother sign a contract without providing an estimate. ** Company then sends the insurance company a bill directly. Then, ** begins harassing my mother with aggressive, obnoxious, and rude phone calls asking for the check. My mother had to call the insurance with him on the line so that he would stop harassing her. After, an ordeal the insurance company sends a check to my home for me to sign and to pay **. At this point I have not seen the bill, so decide to call **.
He tells me that he did finish the job, that putting the walls down and drying was one job and then replacing the walls was another. Completely different from what he told my mother and completely ridiculous statement. I asked him to send me the bill so that I could review it. The bill was blown out of proportion. He added things in the bill that didn't happen. He charged for equipment that was not used. Like a 1-3 ton dumpster, extra humidifiers and air movers billed for 4 days instead of 2 and a charge for water extraction that didn't take place because when he arrived at the house the water had dropped and my mother had dried up the residue.
His bill totaled $5475.58 when it should had been approximately $2500.00 less. I typed an itemized rebuttal to his claim and send it back to him and made a formal complaint to corporate. Corporate assigned a mediator who reviewed my rebuttal and asked ** to make corrections and re send to me and the insurance company. Instead, he ignored our emails and had his assistant send an email asking when was it a good time to pick up the check, and later another email threatening that he would submit the account to collections.
I again, called him. He said that he didn't agree with the rebuttal and that my mother didn't know the difference between a dehumidifier and an air mover. He then said he would place a lien on my property. I sent out another email to all parties explaining ** absurd position and with photos of the home after the damage but before ** arrived, which proved that the floors were dry and that no water extraction took place. I didn't have pics of the equipment in the house.
However, ** claimed to have pics and when I asked him to share them with me, he answered in his usual arrogant tone: “I'm not playing games.” I don't understand what games he was referring to; I could only suspect that he did not have any pictures. The next day [a Friday, Japan time] I receive yet another threatening email from ** assistant informing me that they had submitted the account into the claims department and that on the following Monday a lien would be placed on my home. I knew that a lien takes at least one week to go through and that we would go to small claims court for the judgment.
I also knew that once the judge saw that ** ignored all emails and turned down all negotiations, that he made no honest attempt to solve the issue… that he would not have a case. I knew ** was only trying to strong arm me and pressure me to release payment to his ridiculous charge. However, because the insurance company had no say in the situation, in fact, the representative [who also dealt with **] told me that they had already releases the check and they were staying out of it, I found no reason to fight for an insurance company that was not interested in not getting ripped off. I decided to release the check to **.
Dealing with ** specifically was exhausting. He is aggressive, vulgar, unethical, unmoral, unreasonable; he is far from the epitome of a gentleman or business owner. It is my impression that he has vast experience in bulling, threatening and pressuring people to pay him at will. He is also experienced in dealing with insurance companies and in this case over charging them for an unfinished and poorly executed job. I recommend you avoid him and his business.
PLANO, TEXAS -- I contracted with TruGreen to perform weed control service. We agreed what would be provided and what would be charged on the first trip. Having a sulfur application was mentioned, but I specifically did not authorize it. When the bill arrived, the sulfur application was charged. Instead of a bill for $29 (as they continue to advertise on their website) I was charged $32, and $57. The $57 was for a sulfur application that I specifically did not authorize. I would not be so angry had I not specifically turned down the extra application. TruGreen cannot be trusted.
GRAY, TENNESSEE -- I was given false estimates, criticized by the manager, lied about because one of the techs moved equipment and blamed me. My home was insulted by the manager, and overall treated as though this was an inconvenience for them. The service got worse and the price got higher.
HUDSON, MASSACHUSETTS -- Servicemaster disconnected my gas stove which was against state law which requires a licensed plumber to do. That caused two gas leaks which I did not detect until 3 days later. They also broke the connection to the toilet while removing floor tiles. They never told me about these damages and have refused to compensate me beyond paying for the plumber to repair the leaks. The town's gas official told me the four unit building I live in should have been evacuated because the gas leak was 5%. I would never use their services again.
STEVENSVILLE, MICHIGAN -- The insurance company said to call these people for water remediation after my roof leaked causing plaster ceiling and wall damage. ** said "Don't worry. It can't get worse." He never wrote out what was to be done nor a schedule. He orchestrated a chaotic destructive and illogical disastrous demolition. He had a dehumidifier set up (why? The entire ceilings were dripping, looking back it just doesn't make sense to do this everything's demo'd). The dehumidifier leaked all over the already wet floor, contributing further to damage.
Workers put plastic bags (not large enough) over the bookcases. They did not protect the chair nor table nor sofa so I put sheets over them. Again, in retrospect, WHY didn't they put this furniture in the bedrooms?? It's relatively easy. They did not protect the bedrooms, the cold air returns, nor the heating ducts from the debris. I put towels under the bedroom doors but didn't think of the furnace till after. The electrical box, the boards holding it, and the light fixture itself were PULLED out of the WET ceiling by the workers, THEY never shut off the breakers!!! They broke two windows. They chipped and gouged the 1930's trim around the windows.
They tore down a support column, which then tore 2 feet of plaster and lath away from the wall which was not to be demo'd. At this point I was so shattered with dealing with all these stressors and with ** continuing confabulations surrounding these "incidents". He left the broken wall (in its entirety, including the part they had broken). When they tore down this support post, it necessitated removing the post on the other side and the arch. This then resulted in my having to replaster and repaint two other walls that had not been damaged. They also left a huge strip of lath along the edges of the ceiling.
The workers had also torn away wall paper border that was not to be pulled. AND it was NOT necessary at all for them to remove all the lath, only the lath that was damaged. In particular, the lath in the walls did not have to be removed. This is making restoration more difficult because a "layer" of the room is now gone. I was going to say, this made fitting the old baseboard difficult...
FORGOT to say, when they pried off the baseboard it was as if for a demo. It is deeply gouged along the edges and has cracks. I would have liked to re-use the 1X8's from this house built in 1929. I signed off just to get rid of them, but with a statement to have them fix the wiring on the sign off. It has cost me so much money and time to fix the disasters THEY caused. I hope that NO one ever ever uses them. PLEASE.
BURLINGTON, VERMONT -- After having an ice jam this past winter we needed a drying company to come in and mitigate the mold. ServiceMaster was prompt but quickly cut a hole in the ceiling near the ice jam and proceeded to blow warm air right up onto the roof. This was after my questioning and speaking with a manager who insisted that this was normal practice. Needless to say, the ice jam problem quickly tripled in size.
During this same visit the Servicemaster representative cut out part of our downstairs bathroom ceiling due to water damage. While doing this, balanced on the tub and toilet he broke the toilet bowl. Have they ever heard of a step ladder?
This was the least of the problem as vermiculite came pouring down on the service tech. Not knowing the dangers of asbestos in vermiculite, we didn't immediately question his cursory sweeping of the debris and the fans that they, once again, turned on to dry things out. Needless to say we were mortified when another professional warned us of the dangers of vermiculite and couldn't believe how they turned the high power blowers on and didn't isolate the area.
After much hoopla with the insurance company we were relocated for several days while another independent contractor in New Jersey checked the vermiculite samples for asbestos. Lucky there was none. When questioned the manager stated that they had NO policy for vermiculite.
I had to fire the company and nearly stand in between our roofing contractor who was called in to chop the massive ice off the roof above where they were pumping in hot air. I truly believe he was mad enough to flatten the manager. What a mess. DO NOT use this company. Try Servpro. When they came in the first thing they did was give us their hazardous materials information and deal with the problem in an intelligent manner.
NORTHBROOK, ILLINOIS -- Used this service for immediate drying of a basement area caused by water back up from power outage/sump pump. This company immediately determined all carpet needed to be removed (although they were called within hours of it getting wet). Then they proceeded to dry a concrete floor for 3 days, claiming the walls had gotten wet. Our insurance company paid them over $3000 for "removing carpet". Once we saw the detailed bill, we realized we had been taken. They claimed the walls were wet, they had readings and needed to keep equipment there. Total scam - do not use this service!
HOUSTON, TEXAS -- We asked that the Trugreen notify us when the service is being done so that we can be home when the service is being provided. You never know if these people are actually doing what they're supposed to be doing… wouldn't be the first time.
Anyhow, whenever I reschedule I specifically have the Customer Service repeat the date 2-3 times to make sure we're on the same page. Now, when we do get screwed I personally talk to **. Now, ** the Manager at 2421 Black Gold Ct Houston, TX keeps on apologizing and tells me that this will NEVER happen again. But guess what... it keeps on happening... not once, not twice, not three, but 6 times. I can't even keep up anymore.
Originally our appointment was for Feb 4th but I called to reschedule for the 10th instead. So, today is the day they were supposed to come out and do the treatment. So, I'm sitting here waiting and waiting and it's past 1:00 and still nothing.
I called the company and spoke to the Customer Service. She said that “they rescheduled me for the 18th.” I said “that's NOT possible.” Then she said “originally you were scheduled for the 10th but you wanted to reschedule for the 18th.” I confirmed to her that it was NOT the case because the woman I spoke to when I rescheduled repeated the date multiple times.” I told her that “I didn't want to deal with ** anymore because he's useless to me. You BETTER have somebody come out here. I don't care if he has to go back there to refill his truck.” The woman called me back and said that she's having someone come out here but it'll be awhile… I don't care.
How can this ** be a manager if he can't even get his act together??? I know that the economy being down right now doesn't help. Is the company just desperate? Why do customers have to suffer this kind service? We pay our bills on time... I just don't get it.
LOUISVILLE, KY, INDIANA -- Two men showed up at my house 1.5 hrs late but friendly. Telling me our basement leak was not bad & that we were lucky! We had no standing water. We were told they would remove all the wet carpet padding (about 200 sq feet), remove baseboards & drill holes to allow the bottom of our drywall to dry out. They left fans, dehumidifier, and applied a mold preventer. We were told they would be back in 3 days to replace padding, baseboards, and put furniture back in place. We were told to give $1,000 on deposit & if the cost was less we would get a refund and if it was more, we would need to pay the difference.
Truth was they came back 2 days later, collected their fans, did not replace padding or put back baseboard or furniture, and worst of all we were told that we owed another $900 for the difference. Never use Servicemaster! If you do, DEMAND a complete detailed estimate BEFORE any "work" is performed and I would also demand that their "ESTIMATE" be in the ballpark... Hell in the same universe would be nice! They definitely do not deliver on their promises!