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.
SEATTLE, WASHINGTON -- Already traumatized by the fire and displacement of my family, they came in like vultures snatching what they wanted and left other things I felt they should have cleaned like lamps with fabric shades. They only took one pair and left the others. They took some furniture and left other which only added to the trauma and chaos. They did ductal cleaning, and had it not been for the contractor moving a duct for me, we would have not known that they had not cleaned a number of ducts.
When asked to have them come and correct what they didn't do after being paid $1,100.00, they offered to come back and do it for an additional charge of first 25% off, to after much negotiating they offered 40% off to complete a job that they had already been paid to do and failed miserably at. The furniture they did return was poorly cleaned and parts missing such as my king bed that has six feet to support the slats are missing. Our flat screen TV is missing the bracket to remount it on the wall, the China cabinet glass still has smeary grease on the outside from the grease fire.
Then after asking for a inventory list, we get a list for a month - we get one that is gobbely gube and I need a secret agent to de-code it. Everything has not came back and I am seriously worried based on their performance so far that it will be a continued traumatic experience. Please don't use them. Take a breath, which we weren't allowed to do, and find someone else. They tout how many years they have been in service but so has prostitution and I was made to feel even less than that!!!
BULLHEAD CITY, ARIZONA -- My washing machine over flowed and I called Service Masters to come out to get all the water out and dried. The gentlemen that came out were the best. On the other hand the Manager **, was rude and he damaged 1 of my recliners that had been brought back out to me. I called him and he never returned my call. My insurance company had to call him to return my call. He denied all the slits in the chair and flat out didn't care. He said to me "Where's my money?" The insurance adjuster went to Service Masters and told me that my recliner was in perfect shape.
When ** brought it back it was a mess. The main room that got most of the water had carpet in it that was like NEW. ** threw it away and will not replace it. How he manages this business is beyond me. Never again will I use this company because of him. It took him 4 weeks to return all our furniture and I have now noticed more damage to my furniture. I am taking this to the Corporate office to file a complaint against him.
Hopefully I can save someone else from having to suffer like we did. All we had to sit on was a couch w/ no cushions and a recliner with slits in it that will soon open up and not be able to be used. The chair was my mother's who had passed which made this whole issue more upsetting. Please note that the guys that came out to do the work were GREAT. They are ** and **. I feel bad that these 2 great guys work for such an **.
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.
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!
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.
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.
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.