Servpro of East Louisville

In December of 2012 a water pipe broke in my crawl space flooding the entire underside of my home. I filed a claim with my insurance company and two companies were recommended. I contacted SERVPRO because I had seen the ads on TV and they seemed to be a reputable company with national presents. My insurance adjuster consulted with the SERVPRO representative and in a few days work began. All of the wet, molding fiberglass insulation was removed from the floor joists and the plastic vapor barrier was removed. Fans were set to dry the space. The company then Soda Blasted the underside of the house to remove the mold. The new vapor barrier was installed and new insulation was installed. Skip to May 2018. My house in on the market for sale. A potential buyer has the home inspected. The home inspection company discovers that the insulation was installed upside down (Kraft paper is exposed to the crawl space, it should face the sub floor.) This is causing the area to condensate and causing mold to thrive. The insulation was not only installed upside down, it was also compressed and air gapped away from the joists making the insulation not function as intended. He further reported that the vapor barrier was not installed properly. The plastic did not cover the floor completely, was not overlapped 12" and taped and did not go up the foundation walls 6". I contacted SERVPROs branch that was paid by my insurance company and was told that the franchise was sold and the new owner was not responsible. Even though the address, phone numbers were all the same as in 2012. I contacted the national SERVPRO. I was told that they would look into the issue and was eventually told that the work was most likely done by a subcontractor for SERVPRO and I was on my own. I am far from a professional crawl space repair business, however I spent 20 minutes on the internet and learned the basics of how to insulate a crawl space. In fact there are literally hundreds of websites with instructions. I am 59 years old and not capable of doing the repairs needed to correct the problems caused by SERVPRO. But I will have to pay someone to do the job over. I trusted SERVPRO based on national name recognition, beautiful website, in business since 1967 and referral by my insurance company.

The experience was a disaster from start to finish. The reason we hired them was because our insurance company listed them as a provider that could do the repairs. Servpro was very quick about coming out to our home to assess the damage. However, every step after this required multiple phone calls to Servpro. It took three days to get a quote (this was a problem because we were trying to coordinate with our insurance company) and once we had the quote and had coordinated with insurance it took over a week and probably half a dozen phone calls to get them to schedule actually performing the work. The contract we signed covered four rooms and was for the expense of $4,700, most of which was not covered by our insurance because our policy didn't cover mold. Two weeks after the initial assessment they finally showed up to begin work. They brought several industrial sized machines, sealed off our rooms, and told us they would return the next day to complete the job. Also, on this day, we were told that instead of four rooms, we would only need to remove the ceiling in two. We were thrilled at the prospect of potentially not having to pay so much money. The next day (a Thursday), no one arrived to complete the job. On Friday, after three phone calls, we were assured that although they "might" not be able to make it that day, they would come on Saturday to complete the job. Obviously, no one arrived on Saturday. On Sunday we were told that they would be arriving at 9am on Monday. At 11am on Monday (again, several phone calls later) we were told they would come that afternoon. They did arrive and complete the job. After talking to the "manager" about the work that had not been performed, he said he would come back the following day to pick up the last of their equipment and bring a new invoice. When the "manager" arrived the next day, he informed me that although they had only had to perform work on half the rooms, they had to charge us more than contracted for the work that was completed, so the total was still the same. We were charged $700 for them to vacuum our hallway. As far as we can tell, the work was of adequate quality. Every interaction with this company was horrible and we feel as though they extorted money from us. Beware.