SERVPRO of Annapolis/Severna Park

We had a smell in our garage, probably from dog urine, so we called SERVPRO of Annapolis/Severna Park. After trying to rid the smell with numerous products, I was confident they could do it. They came and sprayed an enzyme that was supposed to kill the smell, then pressure washed the concrete floor and set up fans to dry and dehumidify the garage. Ran the whole set-up over the weekend. We came back on Monday and the garage still smelled of dog urine. I called them up and they sent out the same guy who did the estimate for service, Craig, to check it out. He agreed the smell was still present and used his black light to show positively, that there were still some spots indicating urine was still present on the lower walls of the garage. I told him I spent $750 to solve a smell problem "Like it never even happened" and he agreed to speak to his boss about what could be done. I was thinking they'd come out again and treat the places that were not treated the first time. What I received was an email of the contract stating basically that they don't guarantee to solve the problem and that they will not be held liable. I called Craig at SERPRO of Annapolis/Severna Park again and left a message- never heard a word back from him or the company. This is not a company I would do business with nor would I ever recommend them to anybody with an issue- go elsewhere. While I understand that there service is not guaranteed and that nothing is fool-proof, I expected them, for $750, to at least come out again and treat the places they missed the first time. Further, not having the decency to call and speak to me but instead emailing me a copy of the contract, is even more egregious. Nice customer service SERVPRO of Annapolis/Severna Park....

Overall they did a very good job. The work was done quickly and professionally, restoring my home to a livable condition. The price was higher than I would have expected but thankfully was fully covered by insurance - this might be a greater factor for me if that had not been the case. The claim process was very smooth requiring no action on my part.

They came out and did a review on May 22nd, I had some flooding in my basement and I was so impressed with Nick Whittles, he was prompt, pleasant, and professional. He was knowledgeable, experienced, and superbly qualified to resolved my situation. He listened, he learned, and he acted. I would highly recommend him.

Due to a water emergency this past Saturday, I contacted the Servpro Annapolis/Severna Park location and the experience is one I want to warn you all about.
I called the office on Saturday morning at 8am and got the answering service who told me I would receive a call back. I then received a call back from someone at ServPro who told me the tech would call me when he completed his first job and I should expect him around noon. I then received a call from the tech, who told me he was on the way and arrived 11am.  (So far so good).
 The reason for the service was that we had water in the basement from a crack in the freezeproof faucet that leaked when it was turned on. By the time the tech had arrived, I had already pulled most of the carpet up and removed the bulk of the wet insulation. The tech and his helper then proceeded to moved a few of pieces of furniture to another part of the room and then they lifted the remainder of the rug and cut out about 1/3 of the padding. They also removed about 7 feet of a baseboard (which was inflated on the invoice) and pulled up the tack strip in the affected area. The tech, then, using only a hammer proceeded to hit the wall in the baseboard area and make ?air? holes in the drywall. They then brought a big "shop vac thing" in and appeared to go through the motions of running it over the concrete, which was about useless as the concrete while damp had no standing water on it and the fans would dry it up in about 10 minutes. They then left 3 fans and a de-humidifier and said they would be picked up Monday morning.
When I was provided with the original price, (which he worked up on an ipad), I was told I would be getting a copy sent to me by email, but as of Tuesday morning, I still didn't have a copy and only received the copy when I refused to allow the crew to pick up the equipment until I had the invoice and then miraculously it appeared within 10 minutes.
During the time the tech was here, I was told that Servpro will be coming back to install the replacement padding, new tack strip in the the area it was  removed, re-fasten the carpet and then shampoo it.  I was lead to believe that was included in the price, but now I being told that the padding, tack strip, and carpet reinstall and shampoo are NOT included in the price and that they will bill the insurance company direct for that so I am trying to figure out what they actually did do for the $975?  In addition, on the invoice, aside from exaggerated numbers as to square footage, I was also charged for treating the carpet both top and bottom with a microbial application. This was never done, yet I was charged for it.
DURING A CONVERSATION WITH THE TECH, I WAS TOLD BY THE TECH THAT IN ADDITION TO HIS NORMAL HOURLY RATE HE ALSO RECEIVES A PERCENTAGE OF THE JOB TOTAL SO THERE IS CLEARLY AN INCENTIVE TO EXAGGERATE WHAT HE ACTUALLY DID.  I have never felt so cheated by an organization that is supposed to be there to help in time of an emergency like this. They obviously take advantage of an individual in a vulnerable time of emergency.

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They did a very good job. They were on time and efficient. It didn't cost me anything.