ServiceMaster by Cornerstone

I requested that ServiceMaster by Cornerstone give me a quote on mold removal on three walls and three ceilings in my home. Only a small portion of the walls and ceilings were affected. On September 14, 2017, I received a nine page document with no title but purporting to be an “estimate” from an Estimator of ServiceMaster by Cornerstone. The document had a Date of Loss listed as 6/12/17, even though there was no loss or insurance involved. I only wanted some mold removed from the walls and ceilings which had accumulated over time. I was extremely concerned about the chemicals and procedures which would be used which could impact my family's health and the furnishings in our home during the mold removal process. To my surprise, the estimate reflected covering my furniture but reflected no covering of the oriental rugs, carpeting, curtains and hardwood floors. These additional items appeared to me to be as susceptible as my furniture would be to mold contamination but they were NOT being protected. I had to suggest that a containment area be set up in my living room. I specifically also asked if the first “estimate” assumed that the bedroom itself was the containment area and the Estimator stated unequivocally that it was. I then also suggested removing furniture, curtains and bedding from the bedroom. I asked for a revised estimate which would reflect setting up the containment area in the living room and additional labor to remove items from the bedroom. The second estimate (received on November 15, 2017) contained these two additions (containment barrier in the living room and one hour of additional labor for content manipulation in the bedroom) and ALSO CONTAINED an additional seven “surprise” items which were not in the first estimate, which had nothing to do with the living room containment or removing furniture and curtains from the bedroom, and which were never discussed in any detail with me. It appears that the first estimate DID NOT CONTAIN a) applying an antimicrobial agent to three areas in which mold was to be removed, b) using an air scrubber in the bedroom, c) having a containment area in the bedroom with a peel and seal zipper and d) any ducting in the bedroom. I wonder whether these items were intentionally omitted by the company to make the first estimate lower, knowing that they would later charge for the additional seven items. It is important to note that the company CONTINUALLY STRESSED that this was just an “estimate” and that I would be charged for the actual work performed. I THEN WONDERED HOW MANY ITEMS MIGHT HAVE BEEN LEFT OUT OF THE SECOND ESTIMATE FOR WHICH I WOULD BE CHARGED. Why the original estimate did not contain these additional items was never explained to me, except that the Estimator did admit to mistakenly omitting the peel and seal zipper in the bedroom. While the Estimator stated in his transmittal email with the second estimate that we had discussed adjustments to the bedroom, we had discussed NONE except the removal of furniture, curtains and bedding from that room. He then proceeded to add items which we did NOT discuss. Please remember that none of these seven “surprise” items were in the first estimate, none had anything to do with the living room containment area or content manipulation in the bedroom and none were ever discussed in any detail with me. Since THE SCOPE OF MY WORK WAS FULLY KNOWN on the front end, I am very disappointed that the company did not give me a firm quote. A firm quote would have been much more appropriate in my opinion. This certainly would have given me, as it likely would other customers, confidence that “surprises” would not be added later. I guess their approach is that they want to retain the right to do whatever they want, without discussing it with the customer, and have the customer pay for it. When I asked at least twice what protection or assurance the company could give me to insure that my bill did not end up twice as high as the estimate, the company, in my opinion, conveniently avoided addressing my question. They did say that “You will be charged for the work completed” but gave me no assurance that the bill would NOT exceed their estimate. This company appears to completely ignore questions they do not want to address. I should also point out that, upon receipt of the second estimate, the Estimator told me FOR THE FIRST TIME that a 50% deposit would be required BEFORE work began. This was never disclosed in either estimate. It is important to note that this was supposed to be a two day project and it appeared the company could not wait until completion to be paid in one lump sum. I guess it is possible that the company does not have a sufficient amount of working capital. When I asked if the fact that they needed a deposit from their customers on the front end reflected that the company did not trust its customers to pay, the Estimator quickly replied that “We trust all of our customer's and clients. The 50% deposit is a company standard ... and that standard has always been in place at Service Master by Cornerstone”. I guess THEIR STANDARD THEN REFLECTS THE COMPANY DOES NOT TRUST ITS CUSTOMERS as if it did trust its customers to pay, no deposit would be required. And the fact that such policy had always been in place just showed me that the company, in my opinion, had NEVER trusted its customers. I then heard from someone purporting to be the General Manager. I say purporting to be the General Manager as the General Manager on the Better Business Bureau of the Mid-South website is NOT the individual who represented himself as the General Manager. He stated that the Estimator “has spoken highly of you (meaning me) and kept me (meaning the General Manager) informed of what is going on, I just wanted to clarify this has nothing to do with the trust levels of our customers. This ensures that without having set prices or payment procedures in place, that I get paid for what I will already be paying my production staff (to do the work) and project managers to complete the project.” All of this appeared to me to be some sort of doubletalk. (It is noteworthy that this was the first time I ever heard a “project manager” would be involved in my project.) I then responded by saying that “You are then actually collecting money from me ON THE FRONT END, BEFORE YOU PAY ANY OF YOUR WORKERS”. I went on to say that this “still says to me that you are not trusting me to pay you timely after completion. If you trusted me to pay you timely, and you do not pay your labor until they actually work, you would need no funds from me on the front end.” I told him I did not want to beat this horse any longer and that I was disappointed that he did not have more trust in me. HE DID NOT RESPOND. I guess a policy is a policy and a lack of trust is just that.

They have been remarkable with the clean up efforts and follow up.

On March 16, 2017 my kitchen caught on fire when my adjuster arrived he insisted on ServiceMaster by Cornerstone to do the work. When Matthew little came out he told us that however they found our things they would put them back in place but that did not happen. He did not like blacks either, He also told me Ms. Scott it's not like you have a 100,000 in insurance and I had 3 days to pack your stuff. Matthew and I had a conflict about things that were told to me and they sent a guy in name Miles who was just a flunky. When Miles came in he said that he would take pictures of anything that was broken and he did not. They were told not to go in certain items and still went in them anyway. This young lady came to pick out what she wanted and take it with her. They sent our clothes to Lyons Restoration to be cleaned and all it smell like is they put some kind of fabric cleaner on them that was too strong for me and made me sick. They did not clean the clothes the just sprayed them and pressed. They kept a lot of our new clothes that had the price tag on them. They destroyed a lot of our clothes, shoes and purses. The owner Mark Jowers and his son in law Tyler Pattat came out and pretended like they were going to make things right but they did not so I am going tell the others if they care about their things not to use Service Masters. Your adjuster is suppose to be working for you and your best interest but look like mine was working for Service Master

They were great, they came back every day and looked after the water damage in my basement after a flood. They were very helpful and kind, and even offered to do more work than I had originally requested.

They did a very good job, were professional and punctual, and really worked with me. They introduced themselves at the door, showed me a card, and gave me a magnet, so that I knew who they were.

They cleaned up the water, dried up the house, and took out the ceiling. They did an excellent job. I was very happy with how they kept in touch with us. Josh was very pleasant to deal with and ensured that his team came out when they said they would. They did what they had to do and I'm very pleased with their work.

not good.No response to my email or phone.

They were here an hour and a half early (after calling to make sure it was ok). Were very professional and did a great job!

Perfect! Just as I expected.

They did a good job and I was happy with their service.

It went great... always does! So nice to be walking on clean carpets again!

We have used this company on so many occasions that I cannot tell one story. There are many good things to tell though. When we once had a water overflow in our carpeted master bath, after drying and testing for mold, they reinstalled the carpet. The carpet had been pieced when originally put down and had subsequently been pulled up several times which made the edges kind of ragged and stretched outl. After a few weeks one edge pulled up, and the owner of the business himself came out to tack it down. I was really impressed! They have wonderful people who do the work and they are always willing to go the extra mile to be sure the customer is satisfied.

We had problems with him in terms of communication and responsiveness. A new manager had come in after a few weeks and she picked up where the other left off. We felt that the quality of the work really improved after she came in.