SERVPRO of Gaithersburg / Germantown

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I would NEVER recommend using Servpro.  When they were on site I asked the representative how much it would cost.  At first he said the insurance adjuster would determine that, then he said they wouldn't be able to provide an estimate until the drywall was removed.  The dehumidifier and air filter charges were a total waste of money, as without removing the drywall, they did not address the source of the problem (mold growing in the wall, as a result of the plumbing leak).  I probably should not have paid them anything, as I had to hire another contractor to do the work I expected them to do (remove the affected drywall, mitigate the mold, re-do the drywall and paint), but paid them $1058.03 (according to the insurance adjuster, what were appropriate charges for the services provided).  According to the insurance adjuster, $2247.67 was "an alarming bill based on what I saw when I was at your home".
One note on black mold.  I was under the impression that it was highly dangerous.  If that was the case, I wonder why the plumbers and the folks from Servpro were not wearing protective gear.  I have since discovered that black mold can be dangerous if ingested, and for some people who are highly allergic, airborne mold can be a problem.  But if it was truly as dangerous as the industry would lead you to believe, why did they not protect themselves?
Servpro demonstrated to me that they were one of those businesses that cannot be trusted.  I would recommend that you stay away from them, unless your insurance company will be managing the interaction and payment.

Had some difficulties initially getting an appointment, but this was Hurricane Sandy we were dealing with, and certainly understandable.  And, to their credit, ServPro were the first to get back to us - tried frantically to get to whomever I could, and ServPro definitely saved the day.  We had a roof leak which led to water damage in our attic, which trickeld down to a bathroom directly underneath, down to a kitchen another level down.
ServPro came out and were most efficient at getting the job done - so much so that we had two teams come through during our mitigation service.  They were very thorough at getting rid of all affected insulation, cutting out bad drywall, and getting the job done quickly and effectively.
Clean-up was a little less than absolutely perfect, but I understand that they had many jobs to get to during this time - it just required more clean-up on our part afterwards.  The service team were great and very flexible about having the air blowers picked up on our schedule.  They were also able to recommend a good emergency roof repair team.
Definitely recommend; price was reasonable and they have always worked very well with my insurance company.  Thanks, ServPro..

I felt that ServPro took advantage of us after a sever rain storm flooded our basement.  They charged me, in there words at least $4000 extra, so that we could get the job done right away.  I believe the job they did was not worth $12000( it was probably worth $6000 to $7000). The quality of their work was good but they significantly over charged.  I would not recommend this SERVPRO company to any customer or insurance company

 I contacted Servpro of Gaithersburg/Germantown on the above date for a leak I had on my carpeting on the lower level of my home.  In this particular case I had an area approximately 3' x 3' of carpeting which was soaking wet outside of my bathroom but no evidence that the water had come from there or above.  Servepro didn't know where the leak came from either after a quick inspection.  They (Mike)quoted me $1,500 and when I gasped, he then said that because I was a past customer that they would give me a discount of 20% so it would only be $1,200.  I agreed as I didn't know what else to do.  They put in a dehumidifier and one fan on top of the wet area.  They didn't have to move any furniture or pull up carpet.  I realized it was a very high price but wasn't sure what to do so I let them go ahead.  Afterward,  I called their place of business and asked if they would agree to lower it in light of the circumstance; they agreed to lower it by $100 but no lower.  When they were putting the fan over the wet carpeting, both men told me that they would come back and clean my carpeting after it was dry and also clean up the stairs leading to my main level.  This never happened.

After some time went by and people told me that their charge was unbelievable, I called their office again and they referred me to the office supervisor named Eddie, who told me their minimum charge was $500 on a job and that he would check into it and call me back the next day.  He didn't call me back so the following day I called him and left a message.  He didn't return my call so I called him again and reached him.  He said that their quote was fair.

A couple days after the carpet had dried, it became wet again and I called a plumber who figured out it was my A/C unit leaking out the back side and going under the wall and under the carpet.  At the advice of a neighbor, I called my carpet cleaner who came right out with a fan.  He also cleaned my carpet in several areas (one of which was where ServePro had made some spots) and charged me $150. 

Mitigation job was great.

The same cannot be said for the build-back work. They have cancelled appointments for lack of warehouse material and "more pressing" mitigation work.

Upon looking at their motto: "Like it never happened" versus the disarray of my basement, I have to just shake my head.

During a bad thunderstorm, we had water gushing from our cinder block walls in the basement.  When the damage was done, there was approx 2 inches of water on the floor.  We cleaned up the water from the floors, but needed to repair the damage.  The first guy came that night, assessed the damage, and had to come back with dehumidifers and cut the drywall that had been damaged.  He was ok, especially given that we were upset given what had happened.  Then, after 2 days, another guy came, removed the dehumidifiers, put plastic sheeting over area where the drywall had been damaged, and left.  For this they charged $1,350.  A couple of weeks later, a week before the painters were to come in and replace the missing drywall and paint, we noticed what looked like mold underneath the plastic.  They were supposed to treat for any potential mold (a distinct possibility given what had happened), but it was clear they had not.  Yet another guy comes out to look, removes the plastic, confirms that it is mold, and says that a manager has to deal with it.  A couple of days later, the manager comes, claims that the problem is not their issue, but the result of an issue coming from the outside.  He then leaves and we never hear from them again.  Also, kind of a smaller issue, but he leaves his coffee cup, which proceeds to stink up the basement until it is found hours later.  Very careless and sloppy.  So, we basically paid $1,350 for them to cut the damaged drywall and place big blowdryers (the dehumidifiers) in the basement for 2 days.  For that cost, they should have treated for possible mold.  And, after absolving his company of any wrongdoing (i.e., "don't try and sue us"), there is ABSOLUTELY NO FOLLOW UP.  Fortunately, we called another company highly rated with Angie's List, they came to look at the issue, and were able to remove the mold.  They said that, while we did have groundwater, and recommended a sump pump (which we have since installed), the mold on the wall was not a result of what Servpro saw outside.  We are still in the process of repairing the damage.  We had used Serv Pro in the past, but it was covered by insurance so naturally they were far more professional and thorough then.  Consider yourself WARNED if you are not going through insurance.  Highly unprofessional and they had too many people involved on this job.  Not to mention that they overcharged for the service.

They did a very good job. I would use them again. They were very prompt in coming and worked well with my insurance company.

It was a great experience, from the immediate response, to the final cleaning. They completely explained the process and what they were going to do. They did the complete job, all the while being courteous. They even called a few days later to make sure we were satisfied.