Servpro of Conway & Faulkner

Service Provider Response

Mr. (removed member name), We are sorry to hear that you feel this way about the services that we provided. We feel like this is an unfair review about services we provided for you at your home. You had a water loss that was old, when we received notification that you had a water loss there was already visible mold in your home. Upon inspection and finding the mold, we called your insurance carrier to notify them of what we had found. They told us not to proceed and do anything until they sent an adjuster out to do a visible inspection. After the inspection from your insurance carrier they wanted us to proceed like it was a normal water loss, as if there was no mold present. The supervisor here at Servpro informed you and your insurance carrier that an industrial hygienist needed to come in and do an inspection, which would have included an air quality test, and if it failed then they would work up a protocol of how we would need to proceed in dealing with any mold issues. Since your insurance carrier would not pay for this, you decide to waive the initial inspection and proceed without doing what I recommended, I had you sign a form that you were notified that an industrial hygienist needed to come out and do testing and that we, at Servpro, do not provide air quality testing, you signed this form before we did any services. In between your conversations and my conversations with your insurance carrier, they did allow for a clearance test after we had finished drying your structure. The air quality clearance test failed due to not having a pretest and a protocol of how to proceed in the proper manner. After this test failed we had many conversations with your insurance carrier about this and the proper procedures that should have been taken in the first place. We even had to go to the Supervisor of the handling adjuster to get the okay to proceed in the proper manner. This is the first time that our company has had to call a Supervisor of a handling adjuster to try and get the proper procedures to be taken for a customer. After we called the industrial hygienist and had them come do an air quality test and work up a protocol for us to follow, we performed the services, and used your insurance carriers price list. Since you had a max coverage on mold clean up, we went to great lengths to keep the cost down so that you would not have to pay any overage of your mold limits. The air quality test that was done when we finished working passed the testing. In hindsight we should have went and talked to the handling adjusters supervisor at the very beginning of this claim, and not performed any services until they agreed to let us get an initial air quality test done and a protocol. The supervisor, here at Servpro, called you after reading the review you had posted to try and find out what had been the break down in communication. We were surprised by your feelings, due to the fact that you gave us a very positive review on our certificate of satisfaction form, and that you and our supervisor had many phone calls over this claim and you never expressed your concerns or that you were unhappy with our services. We try and strive to meet our customers expectations and when we find out a customer is not pleased we try and take care of it accordingly. Thank you for allowing us to work in your home and sorry that we did not meet your expectations, but with the limitations put on us by your insurance carrier, we did feel like at the time we tried to go beyond expectations with the communication between your insurance carrier and yourself. If we had not went to those lengths and made sure that an air quality test was performed then you would be living in an unhealthy environment. We are happy that you are now living in a healthy environment and hope only the best for you and (removed member name). Best Regards, The staff at Servpro of Conway

Service Provider Response

[Member name removed], Thank you for your kind review of Servpro of Conway & Faulkner Counties. We are glad that you had such a positive experience at such a stressful time in your life. I know that anytime a loss like this happens it can seem like things will never get back to normal. I am glad we could help get things on the right track for you and your family. It was a pleasure working with you. Thank you.