ServiceMaster Total Restoration Services

Servicemaster answered our call at 5:30, crew arrived at 7:46. We had started to remove some water with a vacuum. While one tech was on the phone trying to contact our insurance company, the other started the water removal. They extracted water from our ceramic floors and carpeted areas. Removed toe kick from cabinets, set up 26 air movers and 3 dehumidifiers and took away 3 area rugs for cleanup. At this point the only negatives were that the one tech was on hold for over an hour trying to contact our insurance (after business hours on a Friday night). Sunday another tech came to remove the baseboards. We agreed that he could leave the baseboards (thinking that he would gather them up and leave them in the garage or driveway) and we left the room. He advised us that he was done and left and we walked into the area only to find baseboards, some with exposed nails, and debris strewn throughout the damage area. He just left the boards as he pried them off. We got him back in the house and told him leaving all the debris scattered about was unacceptable. He told us "well, it's gonna look like a war zone". All he could do was gather it up and put it in a pile(by custom drapes) because he had no garbage bags, broom or vacuum or equipment of any kind! We had to clean up the best we could amid the equipment and wires after HIM! By the way, he did not have the common sense to turn off the 26 air movers while he was working so now there was sheetrock debris blowing everywhere! The original team came back the following Friday, determined everything was dry, apologized for the incompetence of the other tech, took way the machines and swept up the remaining debris left by the baseboard removal. Then we noticed the marks left on the walls from the baseboard removal and the coating of dust throughout the ENTIRE house. The house had just been cleaned prior to the pipe burst and now every room in the house, every shutter and blind, counter (every item in the kitchen cabinets) had been covered with a fine dust. We called customer service and they sent a rep to look. He was very agreeable and apologized. Promised to send out "the ladies" to clean up the dust and a crew to clean up the walls. Days later 2 techs came out and cleaned the black marks off the walls, the carpet and dusted off (just the window sills, mantle and uncarpeted areas of the staircase) - it was hardly a whole house cleaning! They also delivered the 3 area rugs - by that time it had been 2 weeks since the pipe burst. That weekend we moved into the house and Monday we unwrapped the 3 rugs which were in sealed plastic. The wool rug felt slightly damp and when unrolled, had grey spots scattered about!Also, when unwrapping the other rugs, we noticed some scraps of paper, leaves, and grass! I immediately called SM and the same customer service rep came back out to look at the rug, and took it back to SM for inspection. In the meantime, we received a bill for 5,422.89, which included a double charge for one of the dehumidifiers. Servicemaster had the rug for 2 weeks for inspection. They called and told us that it was not mold, but a "manufactures defect" in the rug that caused the grey spots. They could not definitively determine the cause of the spots and I was directed to another customer service rep and was told that perhaps the dyes in the rug had bled. At this point our conversations were amicable and we agreed that I should contact the place of purchase. I spoke with the person there who was knowledgeable about the rugs, described the nature of the spots and later agreed to bring the rug in for a look. It was the opinion of the rug seller that the spots did not appear to be a simple "dye bleed" because the dye 1) did not bleed/"spread" out into the adjacent fibers (think of how a paper towel absorbs water). 2) The spots were only grey in color - none of the other colors of the rug bled - and the grey spots appear on areas of the rug where no grey fibers are present. 3) There are red fibers in the rug - red is the most volatile dye and most prone to bleed - the red fibers show no bleeding. 4) The spots are random, and again appear in areas where there are no grey fibers. Conclusion: it appeared that something had been splattered ONTO the rug. Again, this was a new rug, that had never been unrolled. It was on the edge of the water damage and was only wet where it touched the floor. I called Servicemaster with the results and was then directed to a series of customer service representatives that told me that I should either "just claim the rug to my insurance company (that was a common refrain throughout the entire dealing with SM). I asked for a replacement rug a number of times and was flatly (and rudely) refused.At one point Servicemaster demanded I get a third party analysis, one that was acceptable to them (and if I could not find a company they would provide me with a list). I refused, stating that the burden of responsibilty is theirs, as they had 2 weeks to inspect the rug. (In my opinion, as servicemaster claims that they could not determine the cause of the damage to the rug then they should have called in a third party during that time). I was told that I needed to get my insurance company involved in the matter, while Servicemaster knows that insurance companies do not offer mediation services. In the meantime, I was informed by my insurance company that an additional invoice from Servicemaster and payment had been made. I had to contact Servicemaster for a copy of that invoice. I called the "global headquarters" and was told that they have no influence over their franchisees and I should take the matter up with....my insurance company! I have received yet another(and very unspecific) invoice for approx $200 for "rug cleaning". These charges also appear on the previous invoice. These charges are now "under review". The disinformation from this company is astounding...the story is always changing...from the number or rugs I had cleaned, to the dates of service...and then claiming they will reverse the charges for rug cleaning...then claiming that no charges for rug cleaning were ever received by them! I will never use this company, these are the worst contractors I have ever experienced. Update: after many weeks of haggling with this company, they reversed the invoice for rug cleaning and issued a check to have the area rug cleaned (had a third party examine the rug...turned out those splotches were dirt! - How servicemaster could not determine this is beyond me).