ServPro – General manager/service manager fail to follow up on reconstruction

I was contacted by Servpro about late invoice payment which has now been paid in full. However, I would like to clarify that the delay in payment was due to my understanding that the job had not been fully completed.
At the time, I was awaiting follow-up from their Franchise/General Manager (as told by service team and office assistant) to coordinate the necessary repair work. Despite making multiple attempts to reach out, I received no response. As a result, I was left with no choice but to contract the remaining work independently.
I would like to take a moment to commend the two young men who initially assisted with the mitigation efforts. They were professional, efficient, and did an excellent job with the cleanup and drying process. Their work was greatly appreciated.
Unfortunately, the lack of communication and follow-through from your General Manager was disappointing. As a leader, one would expect a higher standard of accountability and responsiveness. I sincerely hope this was an isolated incident and not reflective of the overall service standards at ServPro.
Thank you for your attention to this matter. I trust that future clients will receive the level of service that your brand is known for.