DO NOT use Servpro of Harrisonburg/Rockingham County!

Let this serve as a cautionary tale about the services offered by Servpro of Harrisonburg/ Rockingham County.

 

I was completely dissatisfied with the services rendered by Servpro of Harrisonburg/Rockingham County.

 

These issues were brought to the attention of both the local office owned by Jerry Sledge and to the corporate office.  Neither entity rectified the matter.
I have paid both the full amount of the carpet cleaning and late fees incurred while trying to resolve the matter, but it will cost the company in lost future revenue as I will warn every person in Harrisonburg of their lousy service.


I initially tried to schedule the service using the Servpro website:

Could you provide a quote for residential carpet cleaning. The area encompasses two bedrooms, a hallway, and two flights of stairs. Thank you!

No response, so two days later I respond to an automatic reply:

Thank you for following up with me on this.  Could you please email a quote to me?

Nine days later they respond:

I cannot without more information.  Our office number is (redacted).

I respond:

Can you not acquire the additional information required via email?  Why would you offer the option to receive information via email, if that is not truly offered?

Servpro:

Let’s take a shot at this!!  If you can give me square footage on a room-by-room basis, number of steps, type of carpet (indoor/outdoor, berber or other), level of soil (not soiled to extremely soiled and pets or no pets), address of property, level (i.e. the floor), I’ll make an effort to give you a number.  Thank you.

Me:

I do not have the square footage of the rooms, but one is a master bedroom and the other a standard bedroom.  There is also the hallway between the two rooms and two flights of carpeted stairs.  All indoor carpet.  The carpet in the bedrooms and hallway are not soiled, however, the stairs have seen a great deal of foot traffic and are a bit dirtier.  My address is (redacted) and the home spans three floors, with the bedrooms at the top.

Servpro Quote!

It sounds as if our minimum of $150 might apply.  If the square footage at $.25 per square foot and steps at $2.50 per step drive the total above that number then the higher number would apply.  I look forward to hearing from you.

The service is scheduled and takes place on June 29, 2012.

My initial contact following the service:

Hi Mr. Sledge,
I understand the invoice was sent to our old address.  I provided a forwarding address to the technician when the service was performed.  Could you please resend the invoice to (redacted).

Additionally, there were a few different issues which left me somewhat dissatisfied.  The first of which was what I consider bait and switch pricing.  When I provided the quote sent to me of $150 to the technician, he advises that $150 is the minimum service required, but is not an indication of the actual pricing.  However, that is not indicated anywhere in your quote.  I hired you based on the $150 quote and should not be billed anything higher.

Secondly, the service took a great deal longer than expected due to several technical errors.  Despite being advised the carpeted area was on the third level, the technician did not arrive with a mobile cleaning unit.  He ended up leaving to get the correct equipment, which when he returned, found that it did not work correctly and had to borrow our tools in order to repair.

Also, the property owner indicated that the carpet cleaning was not completed to his satisfaction.  He advised that when he simply vacuumed after the cleaning he came up with a great deal of dirt and debris that should have been picked up in the professional cleaning.

In retrospect, this has been a very unsatisfactory experience, from having to chase down a quote on an online service that is offered, but not really fulfilled to the subpar cleaning service to the invoice being sent to an incorrect location.  I hope you will take steps to rectify this matter.


To which Servpro responded:

I apologize for any inconvenience these issues have caused you and will try to respond to each item.
We have mailed another copy to the CO address.

With regard to pricing, I refer you to my June 26, 2012 email in which I state “It sounds as if our minimum of $150 might apply.  If the square footage at $.25 per square foot and steps at $2.50 per step drive the total above that number then the higher number would apply.  I look forward to hearing from you.  Thank you.”  Please note that I suggest the minimum of $150 might apply.  Please read the entire sentence.  I didn’t commit to $150.  (He is totally correct here and  I do not press the matter further in future communication.)

Unfortunately equipment will malfunction on occasion.  Those things are out of our control.  When it happens we do everything in our power to ensure Servpro can complete the job.

Further, you signed a Certificate of Satisfaction that was positive. 


To which I responded:

I just received an email from your office.  I haven’t received any other notice from you via US Mail, have they been sent to the old address?I am still not satisfied with your response below regarding three items:

1) Yes, equipment can malfunction and break, however, it is not usually the responsibility of the customer to provide tools to repair the machinery.  Your company should provide that.

2) Yes, I completed the questionnaire with satisfactory remarks, because the the technician was standing over my shoulder as I completed it.

3) You did not address the feedback in my initial email from the property owner, “Also, the property owner indicated that the carpet cleaning was not completed to his satisfaction.  He advised that when he simply vacuumed after the cleaning he came up with a great deal of dirt and debris that should have been picked up in the professional cleaning.”

I am prepared to pay this, but feel that some concession should be made for the issues I experienced.


Servpro Responds:
I stand by Servpro’s original response.
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