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Servpro Complaint - Bad bad very bad
Servpro Complaint

Servpro Complaint


Bad bad very bad

I'll leave this particular Servpro unnamed, but I think the review is a reflection of the corporation as a whole.

We had a leak in a pipe and the water trickled down to the ceiling below. We knew the co-owner of this particular franchise, so we called them. Everyday, the workers were late. I was unemployed at the time so I would be home job-hunting and waiting for them. They'd say they would show up between 8am and 10am, and consistently showed up at 1pm. Everyday they asked us to fill out a customer satisfaction form, and wouldn't leave until I filled it out. When they were FINALLY done with the job, after two weeks (small leak, shouldn't have been that long), they left a giant hole in our ceiling. I understand that it's not their specialty to patch the hole, but they didn't explain the process, just took their equipment and disappeared.

Ironically, the co-owner that we know ended up asking me to work for the franchise in the office. I was sexually harassed in varying degrees daily (I'm a woman). The other co-owner, my boss' husband, was the main culprit, as was his son, the general manager. The attitudes trickled down to the rest of the predominately male office: women were to be seen and not heard and were to do all the dishes and pick up the men's work when they slacked off. When I raised my concerns with my boss, she dismissed me with "boys will be boys". In fact, it was my female boss who once told me to "clean the bathrooms while you're at it" when she saw me voluntarily doing the dishes one day.

The customer service was the worst. My experience as a former customer was not the exeption, but the rule. The managers never called the customers to let them know of the schedule. The managers would cancel appointments without alerting the customers. The managers would never return customers' phone calls. If the office manager had a call from an angry insurance adjuster, she'd request the call be sent to voicemail.

However, the managers were not the only problems. The real issue was the owners. The managers would consistently work 12 hour days. They never received the promised sales bonuses for completion of a huge job as outlined in their contract. I saw the owner reward one of the managers with a $15 bottle of supermarket wine for bringing in $90,000 for the franchise, rather than the sales bonus. Our franchise got "black listed" by a huge insurance company because we were driving up the prices. One of the managers got reprimanded for driving up the prices. While he did do this, he was in fact instructed to by the owner's son, the general manager. I'd watch the general manager stand of the other manager's shoulder saying, "More, more... make it higher" as the manager estimated the price of the job.

Not to mention my pay... the hours worked on my paycheck would often be suspiciously lower than what I thought I'd worked, especially after I discussed the sexual harrassment issue with my boss. In fact, I was asked to take a few days off after I raised the issue to give everyone some time to "cool off" after I confronted the managers about their treatment of me. I maxed out at 39.5 hours a week, as full-time in my state is 40 hours. Thus, I received no benefits. It should be noted that our accountant and HR manager was also the owners' son/general manager. It was like the mob; upset The Family and you were in trouble.

If I were an expert on business law, I could probably cite the illegal activities going on (sexual harrassment and denial of benefits aside).

Why didn't I do anything more about this? It was strictly a temporary position for me. After a few months, I started a better job with a fantastic company, doubled my pay, and really started my career.

Servpro Corporate: do a better job of policing your franchise owners! Bad owners negatively impact all aspects of a franchise's performance, which in turns puts a bad name on your entire company.

It's only a matter of time before this entire corporation gets sued.

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