SERVPRO of N Kanawha Valley SERVPRO ofTeays Valley

"I am sorry to hear that Ms. [removed member name] is now not happy with the work we performed for her. We communicated with her throughout the job and even discussed with her that we had to pull off of her job due to flooding and emergency service work. The behavior she has described is not acceptable and not tolerated. We stress to the crews to take better care of a customer’s home and belongings than you do of your own possessions. The condition we left this home in is considered “prepped for construction”. This means that there is still some semblance of disorder to her home. These issues were discussed with her while we were there working, such as the wallpaper. The four layers of wallpaper could not be removed without further damaging the walls. I wish Ms. Tennis would have addressed these concerns with us in order for us to take the proper measures to correct the problem and satisfy our customer. We are human and do make mistakes but we are always willing to correct them."

"You cannot please everyone all the time. The apartment complex management where [member name removed] lives is very pleased with the work we performed. We have even gone back and addressed his concerns and he still is not satisfied. We have gone through an audit from the insurance carrier and an investigation by the Better Business Bureau prior to this post we have passed both. We have done everything we can do to make him satisfied but to no avail. During the cleaning process of [member name removed] contents, there were items that were irreparably damaged from fire and/or smoke. These items were discarded; [member name removed] signed a release for disposal that did not contain limitations or exclusions of any items. During the process, we assisted [member name removed] by logging items that we hauled off, but the list was given to [member name removed], due to it requiring him to add items, list approximate age for depreciation, and certification by his endorsement. As for the accusation that things were stolen, nothing was removed from the premises as part of the process and when we questioned the employees that were on his job they concurred that nothing was removed. At no time did SERVPRO remove [member name removed] belongings from his apartment to be cleaned - items were cleaned, boxed, and then placed in his spare bedroom for deodorization. We follow the same protocol as moving companies when handling contents; we box items, but do not replace them due to personal preference during placement. We feel we have gone above and beyond even re-cleaning the cat feces on his carpet when we returned to do a final clean."