Servpro of Indianapolis South and Johnson County

"This report is inaccurate. The homeowner failed to mention a number of items. The first of which is that she never called and complained to us. Secondly, the initial call from her occurred late Friday evening. We had over 5 people in that home Friday night and all day Saturday. The owner and the general manager were both there on Saturday mitigating the loss and setting up a temporary furnace system because there was no heat in the house. The homeowner was not present at the home for most of this time. Also that Monday, over 5 people were there again and for the remainder of that week because we had people moving out all of her contents that could be saved. We were there to meet the field adjuster that was assigned to her claim that week as well. Furthermore, the other rooms mentioned had mold in them because of the loss. It had nothing to do with Servpro's work. The water came from the attic where the heating coil system in the ceiling froze because there was not enough heat in the home prior to the loss. Servpro had gotten an HVAC company out there that initial Saturday to quote and replace the heating system immediately so the home could be mitigated properly. The homeowner however, wanted to use a friend to replace the heating system. That person did not replace it for a week or two. Therefore, these other rooms sustained secondary damage because the furnace was not replaced in a timely manner. This was addressed while the claims representative was there. At that time, it was agreed upon to remove items in these end rooms. Additionally, the member asked us to remove and store her personal items while her friend repaired the home. Again, she asked us to do this; her insurance company did not. Finally, the member has never mentioned to us about items in our estimate for services that we did not perform. Please note that her complaint is over a year after our services were completed. This is because we had to contact her constantly to get paid for a job that was months old. The member signed an authorization for payment on our first night there. We have all customers sign that form because it is their home and they are whom we work for, not the insurance company. We just agree to use the insurance companies cost sheets. After the over a dozen calls, the member never mentioned any invoicing disputes. This is the first we heard of any of this."

"This was not our company. There are 3 other Servpro franchises in Indianapolis. This was not our job."