Servpro of Marlboro/Concord

I was pleased how quickly they responded, but it was downhill from there. The technician evaluated the damage and said the wall-to-wall carpet AND PAD could be saved without removing them because I called so quickly. I questioned him on that: ARE YOU SURE? Because that was not my understanding. But he insisted he was right and that's why I called professionals.  In the second room I decided to throw out the area rug and sofas but the room still needed to be dried out. It was a Saturday. Furniture was moved, all kinds of big machines were set up in both rooms and the wall-to-wall carpet was lifted in the wet half of the room with fans blowing between it and the pad. The technician said they probably needed 48 hours to do the job and that he would be back Monday morning. 
Short story: Monday the humidity readings were still high. In both rooms some machines had failed over the weekend so these were replaced. Technician said he would be back on Tuesday.
Tuesday: Still high humidity levels. Huge stink emanates from room w/ wall-to-wall carpet. An oriental wool area rug and parts of the wall-to-wall had not been lifted/aerated at all. Upon inspecting the other room, some wet items had been placed in "dry" areas and were beginning to smell and another damp wool area rug had not been removed.  Now ServPro told me the rooms, including the w/w carpet and pad, could STILL be remediated with just another day or two of fans and de-humidifiers.  They removed one area rug to dry at their shop. I took control and told them that obviously the wall-to-wall carpet and pad were ruined and had to be removed immediately. More mess and chaos and I had to replace the entire w/w carpet anyway. Instead of a 3 day job the back and forth went on for over 2 weeks. When I received the itemized invoice it was impossible to find any value in what they had done, in fact I had more costs in damages (mold evaluation, new carpet and pad, etc.). To ServPro's credit they ended up waiving the entire bill without me having to seriously challenge it. They tried to make amends with apologies and offers to clean other carpets, which I appreciated but nothing could undo the time, stress and damages of what happened. I will not recommend or use ServPro again. 

ServPro Marlborough/Concord ("ServPro") was called as soon as the water damage was noticed. They dealt with my wife. My wife wanted ServPro to come over immediately and begin remediation. ServPro insisted that our insurance company be contacted and that we should get a claim #. My wife called the insurance company only to realize we had a $1000 deductible. She called back ServPro and indicated that it was unlikely that the ServPro fee would exceed the deductible so bringing in the insurance company was just silly. ServPro was insistent about the insurance company so my wife called and got a claim #. ServPro then came out and as soon, and as soon as they were in the house made unprofessional comments about the state of the house. One ServPro guy worked and the other just hung out in our kitchen loudly yacking on his phone (which he could have done in his truck).
Once the immediate work was done, ServPro handed my wife an iPad so she could "sign" for the work. My wife signed, and then asked for a receipt. "Oh, we don't provide receipts" was the answer. Eh? My wife was told to contact the offce if she wanted a receipt (I consider that entirely unprofessional...they should ensure we get a receipt easily and quickly). ServPro came out the next day and removed their gear. The basement was dry.
One month later we got the bill. The bill showed line items relating to work they did, but none of the line items had costs. There was, of course, a total on the bill. It seemed high. I called ServPro to ask if we could get a bill where the line items had dollar amounts. They could and they promptly did. I then called my insurance agent to discuss the bill. In discussion, we realized there was an overcharge on the bill. He called ServPro and they agreed to reduce the bill and send me a new copy.
When I got the new copy, the bill, again, had no line item dollar amounts. I called ServPro to ask if they could, again, supply a bill with line item amounts. At this point, the woman at the other end of the phone became very agitated and very snippy and accused me of only ever wanting to "yell" at her (it's the first time she and I had ever spoken). She told me if I wanted such a bill, I should call my insurance agent. Then she hung up. Yup, she hung up on me.
So I called my insurance agent. In the end, they never supplied him the bill they told me to get from him.
I called the regional district manager for the ServPro franchise. After many days, he was able to get them to give him the bill I desired and he sent it to me.
I spoke with the owner of the local ServPro franchise. Even though it was the first time he and I ever spoke, he was entirely and absolutely unwilling to listen to anything I had to say.
So the work was barely OK. But, given my interaction with the owner, I'd say corporate culture does indeed flow downhill. He was entirely unable to listen or able to try, or willing to extend any courtesy. Which is the same experience we had with the tech who showed up at our house and took over our kitchen with his loud cell phone chatter and the receptionist who was sure, before I had opened my mouth, of what I was going to say.

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You can get them on short notice. They will come within 24 hours if you really have something that needs to be cleaned immediately. They also take care of fire damage and smoke damage issues on furniture as well as rugs. They do a good job. What I particularly like about them is that, your rugs might be soaking wet for two days, and they will ensure that you can walk on them in a couple of hours.

WE CALLED THEM AT SEVEN ON A FRIDAY NIGHT AND THEY WERE THERE BY NINE ON SATURDAY MORNING. THEY INSTALLED QUICKLY, NEATLY, AND GOT THE DRYING PROCESS GOING QUICKLY. THEY ALSO REMOVED THE DAMAGED PARTS OF THE CEILING AND WALLS, AND WERE ALL-AROUND EXCELLENT. IF YOU HAVE THE OPTION, ASK TO HAVE NATE ASSIGNED TO YOUR JOB. HE'S RESPONSIVE, THOROUGH, AND SUPER-FRIENDLY. THE CONTACT PERSON, MICHAEL PIEDMAN, WAS ALSO VERY GOOD IN LAYING OUT OUR OPTIONS AND ENSURING THAT WE WERE CLEAR ON THE PROCESS.

THEY ARE TRUE PROFESSIONALS, AND TAKE THEIR WORK VERY SERIOUSLY! THEY ARE EXTREMELY RESPONSIVE!

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