ServPro of La Jolla

Review: A neighbor's plumbing problem caused water damage in my 927 square foot condo on Sept 30, 2014. Servpro was called to remove, clean and wash the affected areas. After that, repairs were to be done by them. [redacted] Lockhart, project coordinator, told me he would have a contractor in to start repairs. Apparently, there are reliability issues with their contractors because on Oct 29, 2014 [redacted] told me that he had no contractors for my unit. He also told me that there were 3 other customers that he had no contractors for! Because of my current situation (and the the 3 other consumers with same issue) I believe that Servpro is committing a crime with their false advertising that states, " fire and water restoration, LIKE IT NEVER HAPPENED." My unit is now in WORSE shape because Servpro had to rip up flooring, remove drywall, they damaged a bathroom vanity and the toilets are left sitting in the bathtubs! After all this, I get a thank you card from J[redacted], president and a $5396.84 invoice from [redacted]! I am one step away from contacting the Turko files on KUSI TV in San Diego. Oh, and by the way, this unit is on the market to sell so Servpro's inactions is delaying the sale of my property. This is also an insurance claim and I have notified my adjuster to consider removing Servpro from their preferred list if this job is not completed.Desired Settlement: I want them to complete the job-like it never happened!

Business

Response:

We were called out to this loss by [redacted] Insurance. The loss was a sewage loss resulting in damage to the master suite, hallway, bathroom and pantry. The necessary demolition was completed, the structure bio washed , tested and dried down to pre-loss conditions.

There was additional mold found in the pantry that was unrelated to this loss. The complainant was notified and given an initial bid to complete the mold remediation. We were instructed not to complete that work.

Liberty Mutual Insurance wrote a build back estimate and presented a check to the homeowner. As a part of being on [redacted]'s program we are not permitted to complete repairs. [redacted] made an exception and we scheduled for repairs. The only subcontractor who could get the repairs completed in her time frame could not complete the work due to money issues. Additionally, the complainant was notified that we would not complete the repairs in the pantry until the mold remediation was completed to industry standards.

We made several attempts to help the complainant out including giving her a list of contractors to contact to complete the work. (See attached copy of e-mail sent to her)

The last conversation our project manager had with her, she was understanding and realized that the problem was out of our control. She thanked him for leaving the list of contractors who may have been able to help her out and the conversation ended on good terms.

At this point we do not feel comfortable completing any work for the complainant due to this unwarranted complaint.