SERVPRO

They told my boyfriend, if they could get there in within 72 hours they could save my carpet. They would clean it, replace the pad and steam clean my furniture. They would do all of that for $3,00-$3,500. When they walked in they already had the price at $6,000. My boyfriend called back and ServPro agreed to reduce the price to $4200 which was still $1200 more than quoted. They ripped out my carpet, padding and walls and threw it all out. They did not save anything. They did not clean anything. My garage was full of mud, my refrigerator had mud in the bottom. My stove had mud in the bottom. My tv stand was covered in mud. I cleaned all of those things. They didn't cover my furniture when they cut the drywall out. So now there is drywall dust everywhere on top of everything else. I cleaned that as well. Their add says they will clean clothes and personal possessions. They did not. They scratched my new dryer and broke the legs and ripped the vent out of the wall. They replaced the dryer but managed to scratch that one as well, along with my new washer. They ripped the baseboards off instead of cutting them, which resulted in ripping off the drywall as well on walls that didn't have to be cut out. They tore two bedposts of my beds, ripped the phone wire out of the wall. They drug my furniture instead of lifting it, making all the legs loose. They tore my towel rack off the wall. They tossed my outlet covers wherever they could. Half of those are missing and they threw away all the screws. When I asked why, he said they were contaminated. They were not contaminated. When I called to complain before paying my bill, Meagan would not even listen to me. She was rude and unprofessional. She immediately started yelling at me and told me, "You will pay the bill and you you will pay it today! She told me she hoped I had a nice life spending the rest of it talking to her attorneys. And on top of everything else, she is taking me to small claims court. When Recovery One called me to let me know, the price all of a sudden to dry my house is $8,000. They said they cut me a deal because I didn't have flood insurance. Then decided to They know when they get in your house that you are vulnerable. You've already lost most of your possessions, you are desperate to save your house.

We had a house fire on Sept 1 2013 and used ServPro to remove our possessions for cleaning and tear out the damaged part of our home. It has been a nightmare. We just completed our business (as much as we are going to be able) with this company on 12/17/13. They left my basement for last, leaving it full of water from the fire dept for almost 3 weeks. Mold was growing on the walls. They left our home unsecured, with possessions still inside, at least 3 times that we know of. They only worked at our home a few hours a day. They began demo on the structure long before they got our possessions out of the house, so our things were coated with dust and insulation. Our back patio and gazebo were damaged when the electrician set the temporary power pole, and no offer was ever made to reimburse us to repair or replace. The actual jobs this company were to perform (clean up of glass, removal of wet material) kept being changed, and we were told they didn't do what we thought they did. There was a large pile of debris outside the house that the fire department shoveled out of the room that was on fire. My husband and I kept our wedding rings and my engagement ring on our dresser, and we were told that everything on the dresser had been shoveled out the window. We told ServPro about the rings and asked them to please look for them when they cleaned up the debris pile. One of the employees told me that the fire dept had already stolen our rings and that we wouldn't get those back., which we didn't. For two weeks my home looked like an abandoned wreck. The pile outside the house was never touched, broken glass littered the ground and driveway, and windows were left unboarded. When I finally got angry and told them over the phone we were thinking of getting another company to come in and finish the job, the owner became very belligerent and told me I was lying about the home being left unsecured, that we had a key which is why we were able to access the home, that my mother had rammed the door which is how she gained entry, and that there was mold growing in the basement previously so they weren't responsible for taking care of that issue. The reason they had not touched the debris pile was because, according to them, I told them not to, that I was going to clean it up myself, which wasn't true. I asked to see our possessions before they cleaned them, as we did not want to spend the money to clean everything, and they would never make an appointment with us. When I finally asked them to clean my things, as they had been in storage for a few months at that point, they refused, stating that I was too much of a problem customer and that they couldn't make me happy so they wouldn't try. My things sat in storage for almost 4 months total, uncleaned, because they "didn't trust me" and refused to allow us in to see anything. They actually told my adjuster that. I was finally told we would not be allowed to view or have any of our possessions until they were paid in full, effectively holding our things hostage. When it took too long, in their opinion, for them to be paid, they threatened to send me to their corporate attorney and put a lien on my property. I was still waiting for insurance to provide payment. Many times I would talk to someone with the company only to have whatever we discussed be done differently. When I would bring it up to either the owner or the vice president, I was given the phrase, "Well no one told me." or "So and So wouldn't have said that." Very frustrating to deal with a company that either won't communicate with it's employees, have employees that are extremely inept, or simply practice "deny deny deny" in all things rather than run a good business. They sent their electrician 2 months after they completed their part of the job to remove the temp power pole, which set my construction team back over a week because they had to set a new pole, have it inspected, and then have power hooked back up to it. (that was $200, btw, just to have power put back to the pole - which we already did once, for ServPro) The lines were actually cut and taped off at my house, the meter removed and left laying on the ground, and a big hole where the pole had been. When I called the power company, they thought there was still power to the pole as no one had called to have the power shut off. I was told that it was dangerous to just leave the lines live and taped, and I would have been responsible to pay for the meter if it had been damaged from being left on the ground. Seems as though the electrician ServPro uses is just as unethical as the company. ServPro told my adjuster they had the pole removed because they were no longer in charge of the job there, and they told me it was because it was just temporary. If this was the case, why didn't they take the pole when they left 2 months earlier? They told the police it was because I owed them money. I believe it was purely out of spite. The owner actually told me that the contractor we were using should have already had power restored to the home, so it wasn't really her fault that there was no power to the job site, it was our contractor's for not being as far along in the project as she thought he should be. (The home was in the process of being rewired). When I said that some notice would have been nice, considering how long it had been since they had been on my property, she said it was not necessary for them to provide notice. We were charged for the use of a generator, but the only time we saw the generator used was to power a window AC unit we had in our window. It completely ruined the unit, as they were tearing out insulation and all the dust and insulation were sucked into the unit, which was caked and unusable. When I brought this up, we were told there was no window unit in that window and they refused to take responsibility for it being ruined. When we were given the inventory sheets of what was stored and was thrown away, they were handwritten and many times illegible. We were promised pictures (over 400, we were told) to help us decipher the sheets but they were never provided. One thing in particular was simply written as "baby thingy." I have two children, my youngest was under 1 year old when the fire happened, so I had many "baby thingies" in my home. When I expressed how upset I was by the sheets, especially that item, I was told that if they couldn't decipher what it had been (as it had already been trashed) they would just call it an Exersaucer, as those are expensive. Many things, mostly glass, were listed as already broken in the inventory sheets. I simply didn't have a bunch of broken glass (lamps, vases, dishes) in my home. Some things were listed as tagged and in storage, but were actually either stored in my garage, or, in the case of a large bar from our basement, simply left in my driveway to be ruined by the weather when ServPro completed the job. They threw away many things that were salvageable and kept things that were not. When we actually got our stuff back a few days ago, we found that they had spread our stuff out over three units in a storage facility and there were only a few things packed per box. Some of our things are damaged because they are thrown in a box with two or three other things and the boxes are large. If the boxes had been packed the way they should have been, everything could probably have fit in one unit. This company charges for each box used, which would explain why there are only a few items per box . The company told my adjuster they pack things that way so nothing gets damaged. Things were damaged precisely because they "packed" the boxes with so little in them. It is costing us $245 a month for these units, at least until we can repack our things and fit them into one. As it is, we have paid a tad over $20,500.00 to ServPro for a terrible CS experience, had many things thrown away that shouldn't have been (which we will not be able to recoup losses), been called liars and made to feel as though our home and possessions are worthless, and left with three storage units of dirty wet possessions. I have several conversations recorded between myself and the owner and vice president of this franchise to show how shady and nasty this company is. We filed a complaint with the corporate office, but despite a lengthy process, was ultimately unhelpful and just wasted time. I have also filed a complaint with the BBB, which also came to nothing. Very willing to share photos and recordings to anyone interested.