SERVPRO OF FREDERICKSBURG

unknown

SERVPRO sent me a contract without a quote for services. The contract outlined I would be responsible for all cost associated with their service, NOT the insurance company. Since SERVPRO is a Prime Vendor of USAA Insurance, and USAA is my insurance provider, I wanted USAA to validate a quote prior to signing anything. After talking to SERVPRO about the contract and the absence of a quote, I had a conference call with USAA and SERVPRO. I was told by USAA that the contract provided by SERVPRO is something USAA does not control. The USAA claim representative informed me that I must sign an authorization allowing access to the property before SERVPRO could start the job. IMPORTANT: I told both USAA and SERVPRO that I would never sign an open ended, legally binding, contractual agreement with no clearly identifiable cost ceiling without a caveat statement outlining monetary limitations and ceilings. I then insisted SERVPRO send a quote to both USAA and myself. I never received a quote from SERVPRO. I said I would sign the contract, but would add a statement to the remarks section of the contract. My statement specifically outlined that I would only allow work to be performed that the insurance company covered and that I would not obligate my self to any cost beyond what the insurance company allowed. I signed the contract and sent via email it to SERVPRO immediately after the call. The SERVPRO owner called me and said I and quot;modifiedand quot; the contract by writing in the remarks section. He declined to perform the work and hung up. At this point, it's Friday evening around 6:00pm and both USAA and SERVPRO WENT HOME FOR THE WEEKEND! SERVPRO and USAA left us with standing water in our house for the rest of the weekend! In reaction to being abandoned by USAA and SERVPRO, I began making arrangements to move to another residence. The insurance covering the contractor that caused the water issue placed a couple house fans on the floor with two dehumidifiers. The house started smelling and was unsafe to occupy. Monday morning, I wrote SERVPRO again and requested a quote for my self and USAA Insurance. The owner called me and said he had already and quot;respectfullyand quot; declined the work and informed USAA. In the end, SERVPRO outright told me that since I didn't sign the contract in its current form, they would not provide services. USAA said, by going with a preferred vendor, the cost would be assessed and submitted by the vendor directly to USAA and that I wouldn't need a separate claims assessor on site. If this is true, shouldn't both USAA and SERVPRO already have the cost issues worked out? Why did I receive a contract from SERVPRO worded in a way that obligates me for unlimited cost? I signed the authorization to access the property and perform the work that USAA approved, but they did not accept that I limited the cost to insurance only. SERVPRO acted very shady... When they believed I was using the contractors insurance, SERVPRO initially told me the cost was at minimum $12k to $14k, then SERVPRO told me it was only $5k to $6k after I filed with USAA. So where did the difference go! Was I going to get billed for it? The contract SERVPRO sent me was written in a way that obligated me for an unknown amount. What's important here, is that I never received a quote from SERVPRO and they wouldn't give me a written document outlining any kind of cost estimate. They spent three hours in my home working up a quote, taking measurements and pictures, telling me that I have extensive water damage, yet never produced a written quote or statement of work. This week, I paid $6k for a moving company to pack my entire house and move me into another residence. I have to use the contractors insurance for this damage and it's like pulling chicken teeth to get them to do the right thing! To be fair, I will also write this review on USAA for abandoning my family in our greatest time of need. If you support veterans, please consider taking your business elsewhere.

My experience with them was very good. They came promptly, and they were very courteous. They did their work very professionally. The insurance company paid for the remainder of the bill. They took care with moving the furniture to get the carpet up.