SERVICE MASTER CLEANING

The clean up team was great. They did an excellent job. They arrived when they said they would and worked until it was done, almost 1:00 am. The problem came with the billing. I had to pay my insurance deductible to them before the'd start the clean up. I authorized the deductible payment on my credit card only to find out later that they had charged $250 more than I authorized. When I brought it to their attention I was told that that money couldn't be refunded until my bill was paid in full. I ended up having to involve the credit card fraud division of my bank for help in the recovery. Then when we were finally sent a bill, 2 months later, it was $1000 more than the high end of the estimate we were given and we were charged for several services that weren't performed; carpet removal in 3 rooms that didn't have carpet for example. When we brought that to their attention they credited us for some of the not performed services but not all of them. They then sent us a new bill showing the credit and a new late fee because our payment was now 90 days past due. It was only past due because we were waiting for a corrected bill from them. We finally sent them a payment minus the amount of the services that they didn't provide and the late fee. 4 days later we received a court summons for the total amount of the bill plus the recovery fee that my bank charged them and court filing fees. Ultimately, we didn't go to court, they settled for the amount of the check we sent them, with out the bank recovery fee. We did end up paying the court filing fee just to be done with it. I will NEVER use them again and I suggest that if you do, check your bill carefully!!

Our basement got water when the sump pump switch failed. ServiceMaster arrived the next day about 11AM. They did a great job drying the basement. They were quick at arriving too. There was some miscommunication regarding if someone was coming over on the weekend to test the walls, but that was okay. ServiceMaster pulled off the molding in one spot and dried it. They also arranged for the carpet to be removed and hauled away. ServiceMaster was really good in keeping in contact with me. What I really object to is the fact that you don't know what you are being billed for. Maybe I'm naive, but I didn't realize that they subcontract out all the work other than the clean up. So I feel that the price got inflated because I put a middle man in there. In fact, my insurance adjuster did not allow for the $175 charge that ServiceMaster would have charged for subcontracting the installation of my carpet - something that I easily did. There was no estimate process and I feel that I may have chosen a different route if I knew how the fees were accumulating. I think that they dried out my basement well and for that I am grateful. I just feel that a clear explanation of fees up front would have made me happier. There is a problem with the installation of the carpeting. The installer chipped a tile in our bathroom and it is very noticeable. We are arguing about how the repair will be done. ServiceMaster is calling me about this as well and I am not sure if they are splitting the repair cost with Carpet Gallery or not. ServiceMaster recommended Carpet Gallery. ServiceMaster is calling me about this problem that I am having, but I'm not quite sure why they are involved in it. It makes me feel like I'm going to get an invoice from ServiceMaster for them helping with this - but I didn't ask for help. Would I use them again, yes, but I would ask them for an estimate in advance and get a clearer understanding of what I am paying for. Somethings I could have easily done myself.