SERVPRO of Minnetonka

Called to get estimate which I received, however I had additional questions regarding the plumbing and fixture repair. The project manager assured me that Servpro has the resources to complete the job. He called me at 7:30am but did not leave message I called back at 9:00am the same day and asked him to call me back.....no response.....so after 3 days I called the main office and was told they will e-mail him. Three more days no response! This is not the way to do business or perhaps the job is too small.

The service was great so far, they still have to come back this Friday to dry up the bathroom which they missed the first time they came. Wonderful responsiveness and professionalism, they were good.

They did a wonderful job. Explanation was provided as the work progressed. We are completely satisfied.

They were fabulous! They worked really hard, and they came out often to check up on the work.

They've done well. Keep up the good work!

When the Servpro rep called to schedule a time to meet at my house we agreed on a time and I told the person that I was extremely busy at work and would need to get back as soon a possible. When I got home the Servpro truck was in front of my house, I opened the front door and went to move some things in the basement. Ten minutes later the Servpro employee (Ryan) moved very slowly out of the truck and around my house. When he finally was ready to start working I asked him to call me 20 minutes before he was finished so I could inspect his work. Ryan called and said he was leaving my house so when I got home he was long gone. Ryan had left all of the wet and moldy wood trim at the bottom of the basement stairs as well as not removing all of the trim nails from the wall. I called Servpro and told them I was not happy that the wet wood was left in my basement and also I did not care for the attitude of their employee Ryan. Servpro sent Ryan back with another employee to remove the drying fans. A few days later we had turned on out A/C and realized that a clean out plug had been removed form our furnace and condensation water from the A/C was now pooling under out furnace and around the wood framing that Servpro had just dried out. I called the Servpro number I had ( this was a Saturday ) and a kid they had on-call came to my house and set up drying fans. I asked him to call his supervisor and let him know that Servpro had to come back to my house because of something their employee had done while they were cleaning up on their previous visit. I waited a week for the Servpro supervisor to call me to explain what happened. When I called Servpro, they were not aware that an employee of theirs had to come to my house to clean up something that was caused from a different employee. When I sent the supervisor photos of my wet furnace and a drain cap laying on the floor and another one put on top of the furnace, the supervisor said he would look into this and get back to me. Its been over six weeks and I have not heard from Servpro.

I would say get their service to find upfront because it's something different when they get out there. The price is deceptive.

They did fine. They showed up on time, got the job done and got out of my way. I was happy with the service but their price was actually a little bit higher than the prices of the other guys. The quality of the service was good and their responsiveness to my needs was great. They were very punctual and absolutely professional. I would consider using them again in the future if needed without a second thought.

I think it went well. They arrived very promptly, even early. They set up a dehumidifier to get the area dry enough for demolition and taped up a plastic sheet to keep the area isolated. My insurance company got them out to us quickly. The next day, two people showed up and removed the sheet rock and wet insulation, cut back the wall and ceiling to where there was no damage, set up an exhaust fan with hepa filter to exhaust the air and trap mold and kept the dehumidifier going for another day. They sprayed the area with an antimicrobial product to prevent mold growth. They cleaned up pretty well and removed all the trash when they left. On the next day the supervisor came again to test for any damp areas and remove the fan and dehumidifier. My only other comment is that I wish they had covered their shoes with some kind of booties when they walked through my house. It's wet and dirty outside and I had to clean my kitchen floor after they left, but I don't consider this a big complaint. I was grateful they got the job done as fast as they did. Everyone was friendly and helpful. I don't have any cost information. I believe the insurance company handles that.

They guys from Servpro that came out were very prompt and professional. They came and they dried the place out for the first time and the insurance paid them. So, I can't really speak to how reasonable that was.

unknown

Wed and dry carpet removal was well done. Drywall removal was good. I was surprised to be charged for fans that were not needed - co. refunded that. Paid extra for tack strip removal which was done but nails were left and my wife removed them. Nails not removed, floor not swept, sent email with complaints but no response.

The first time I reviewed ServPro (2006) I gave them an A because they were great then, so that's why I called them again this year when I had water in the basement and an ice dam water problem the next week. This year my experience was completely different: some people were great, but the overall experience was continual frustration and sticker shock-- $12,000+ (and I have yet to receive a receipt.) Insurance paid for most of it, but not all; ServPro says I still owe another $2000. Yet they figure they don't have to pay me for punching a hole in an antique desk and leaving a mess (sawdust over everything, dirty fingerprints everywhere, crooked opening in wall, defective doors, you name it). I asked the guys in January why the drastic plunge in quality, and learned that the company had cut a lot of staff, so those employees still there are doing the work of 2 or 3 others. Why do business owners think they can do this without their reputation suffering? The head of the water removal (mitigation) dept. didn't even bother to come to my house which was pretty insulting. (Because once they got my business, they kept taking new business; this was the winter when everyone and his brother had ice dam problems.) The only problem with ice dams, though, is that ServPro "doesn't do those." I got a name of a guy (Dave Baker) from another ServPro owner (Mike Munsinger). DB was nice enough but broke a pipe in the basement when he turned on the outside water (why he needed to is beyond me)--thus flooding the basement. So he left without removing the ice on roof and charged me $75 anyway (for the trip). (When he did return weeks later, it cost me much more and he didn't give me a receipt. When I asked for one, he acted like that was unheard of.) The head of ServPro's restoration/reconstruction dept was super nice and helpful, but the workers under him were mediocre at best. The two young guys who came out to deal with the walls didn't cover my furniture, etc. so sawdust got all over everything--and I mean EVERYthing. The the drywall/painter subcontractor Mike brought his wife along (plus other workers) which I thought was pretty unprofessional. It really upset me because I had given them a key to the house (in a lockbox) and thought I knew everyone who would be in my house. The only reason I found out that she was there was because I happened to be home and walked downstairs to see how things were going. I let them do the work, but the owner (Mike) didn't do what I asked and got annoyed when I asked them to redo it. (Remove a section over the pipe that I had asked them not to cover.) I decided after that, I'd had enough and would do the painting myself rather than deal with any more problems. The carpet subcontractor was good though (Mike of Allied Flooring); he was reasonable, professional and very efficient. (Though not the greatest at communicating; he contacted ServPro, not me, to schedule the date of service.) It is now the end of October and I still have a defective door and still haven't received a receipt for the $12,000+ I've paid them. I'll update this review if and when things change.

The first team (water removal) did a great job. They arrived promptly every day and set and met expetations on the next steps. The second team was simply unacceptable. They never understood the full scope of the work and they worked went they felt like it. On the first day I arrived home they had begun reinstalling sheetrock. But they were not competent enough to know that you need to install insulation and vapor barrier before putting in sheet rock. I called the supervisor (who never appeared on the job site until the last day of work) that night to discuss the problem and inform him that the job details were not getting through to the work team. Problems continued throughout the process and they were never prepared with equipment or materials needed to perform the work. My expectations were that materials would be ordered and arrive all at once. They preferred the method of driving to the hardware store 1 or more times per day and buring work hours instead of doing work. I had to manage every piece of the job, including their meltdowns. They installed new baseboards with a color that doesn't match any of the existing trimwork. I got the pleasure of helping re-load the washing machine back into the house when 1 of their crew left the other crew member alone. They spent 2 plus hours attempting to install a shower handle and then gave up and went home (that's the last time they showed up). Weeks went by with the job still in process without a phone call or email. I think in the end the crew was scared of me and scared to talk to their supervisor which only added to the disfunction. I now have to hire additional professionals to fix and complete the remaining open items.

I believed that I would have to replace the paneling and the carpeting because it was so damaged. However, They managed to dry everything out and clean and sanitize it so nothing had to be replaced.

THEY CAME AT 11 PM AND STAYED TIL 4 PM. COULD NOT RATE PRICE BECAUSE SERVPRO NEGOTIATED THIS WITH INSURANCE COMPANY.

VERY GOOD. PLEASED WITH EACH PERSON THEY SENT OUT.