SERVPRO of North Raleigh & Wake Forest

I called Servpro late in the day, after I'd discovered the problem and turned off the water. After some consultation, I decided not to have a team come out immediately (which would have been after hours and cost extra), but I dried things up as best I could and Servpro's team came out first thing in the morning. They removed the carpet pad, tested the walls, removed the wet baseboards, and places super strength dehumidifiers and fans where they were needed. They then sent teams out very morning for the next few days to monitor the process and reposition the fans. In the end, they were able to save the carpet and dry out the baseboards and lower walls. This is the second time I've had water damage and the second time I've called ServPro. They are knowledgeable, professional, punctual and trustworthy. I hope I am finished with water damage now and won't need remediation services for a long time. However, if I do, I will hire them again.

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unknown

They did a great job. I was super pleased. They killed and cleaned the mold and put in dehumidifiers and other equipment in the house. They did re-graving of my plumbing work in the bathroom. I would use them again.

unknown

4 weeks later I was told the house was ready for me to move in.  They were packing up to leave at around 4pm, and furniture was still not put back in place enough for the home to be livable.  Hardwood floors were repaired/refinished instead of replaced after being water damaged, wrong color, and poorly done.  There are still water stains on my ceiling in 2 rooms and several ceiling sheetrock seams blistered and cracked.  They were supposed to clean mold out of the HVAC ductwork per the mold testers, and check for water damage/mold under the bathroom cabinet upstairs, which were not done.  I was told the week of Thanksgiving that they would be back next week to finish...  the mold exposure has caused severe pulmonary/allergy issues so to repair the floors they have to be replaced.  I had them order $1500 extra materials so I could do the rest of the downstairs to match.  They ordered the wrong flooring.  I just got kitchen cabinets in April.  In February, after complaining to Lowe's and ServPros, ServPros started claiming they would not work on the house due to Lowe's not paying them.  Lowe's paid them.  My house is not finished.  I have a pod on the driveway with my belongings, or at least what is left that was not damaged from the freezing/heat damage since it has now been outside on the driveway for 9 months.  They ordered the wrong hardwoods.
And the best part is - I received some texts asking for the codes to get into the house from an employee of ServPro that is responsible for putting my house back together.  Since I'm normally home all day, I said no.  Several items have gone missing, and there's no reason they can't give me a courtesy call if they want in the house.  I subsequently received texts from him claiming that they would no longer work on my house outside of normal business hours.  Fine.  
End of May - I received a phone call from an employee from the office, I don't know who he was, but he claimed that they can't work on my house because I will only let them work on it during normal business hours.  I told him this was not true and I have the text history to prove it.
My house is still not finished.  The company employees are unresponsive and even when they schedule a date, they don't show up.  I'm still living out of a pod partially.  I'm told there are other homes in worse shape they are working on.  I'm told they are busy.  I'm told that they are sorry they don't keep appointments.  
I'm sick of the entire ordeal.  I wouldn't hire them if they were the only company in the area doing this sort of work.
The staff is uncommunicative, unprofessional, and do poor work, if you can ever get them to do it.

I was impressed that they were able to get to the home and begin work three hours after the insurance company was contacted. I was out of town, but they were able to work with my sister to get started, so I could actually stay where I was until the plumbers were able to come on Monday, fix the problem and turn the water back on. The demolition went well, although they did leave a few things undone for the reconstruction firm to do. The project manager was careful not to leave anything that could not be dried out. I was less happy with the pack out I was less happy with. For one, the owner recommended put much more than needed to be into storage. They did do the packing, but I ended up doing all the unpacking. I had carefully marked things not to be packed, but one of the packers ignored my stickies and packed things I needed to keep. She also packed dirty dishes from the dishwasher and sink(ewww!)and things I'd obviously need like my umbrella and the dog leashes. There were able to find the things and return them to me the next day after a frantic call to the office. Also, my entertainment armoire was damaged during the move-the most notable of which was the door being nearly torn off. Obviously, they hadn't bothered to secure the doors. But they were able to fix it to my satisfaction a day or so later. Finally, they took an area rug to clean, but it came back with several bleach-like stains(and not smelling very clean)So the insurance company had to replace it.

Despite it being the Saturday of Super-Bowl weekend, ServPro was on-site within an hour of the call (and apologized for not being there sooner). Within two hours, they had removed all of the water, assessed the total affected area and began dehumidification (seven blowers and one dehumidifier). Technicians visited every 48 hours, until the humidity levels were acceptable (about 5 days), then provided a written estimate to reinstall the carpet, replace carpet padding and insulation in our crawlspace, and reinstall baseboards. The repairs were finished within another week.

I had a window air conditioner leaking water. It leaked down through the wall to the subfloor under the carpet. They had to pull up the carpet, padding and molding to do the treatment. They were thorough and treated inside and also the outside area where the water had been leaking. My insurance covered the work and I didn't have to pay anything, but this is a pretty expensive company and if I had to pay for it, I wouldn't use them again.

I was brusquely informed that they would do no more work until I emptied my cabinets and was told they do not do any packing or moving which we had to do. They left after about an hour of ripping down walls saying that I was difficult to work with because I asked them to get off my hand rubbed chairs which they were using as ladders and could not comply with moving my things fast enough for them.

I am not sure that they were very clear with what their purpose was here. They did a so-so job, but they were not very timely with coming out. Their estimates were inaccurate and they had faulty machinery. All the machinery did was prolong the dry time. I am unsure of the charge because it was covered through my homeowners insurance. I personally would not hire them again. My insurance company chose them for the job. They did an average job, but I just think I could find better.

The people that came to my house were polite and seemed to know their trade well. They were usually on time, and when they were delayed, they always called. The drying was quite effective; you could watch the concrete slab change color. The rug I sent to be cleaned remained a bit grungy looking, but I was warned that soaked rugs can't always be perfectly restored. I wound up removing the entire floor, but without having professionals come in to dry the place out properly, I would have been extremely nervous installing new wood over questionable concrete. I didn't see any evidence of mold, and the bits of wood that I didn't replace (bottoms of cabinets, some trim pieces) show no evidence of ever having been soaked. All in all, if I had another "water incident", I'd call these guys back out in a flash. My one complaint would be the pricing; they get into you for equipment rental, but where the heck else are you going to find a gigantic industrial dehumidifier on short notice?

WE HAD A LEAK IN AN UPSTAIRS BATHROOM THAT PRETTY MUCH RUINED THREE ROOMS. THEY SHOWED UP IMMEDIATELY SO I WOULD HAVE TO SAY THAT THEIR CUSTOMER SERVICE IS EXCELLENT. THEY WERE ABLE TO CLEAN EVERYTHING UP AND PREVENTED A LOT OF WORK FOR US TO DO.

THEY WERE QUICK TO GET HERE AND THEY HAD THE JOB DONE JUST AS FAST. THEY WERE CLEANING AS THEY WERE GOING, WHICH WAS GREAT. THEY EVEN CLEANED UP THE MESS FROM THE BROKEN PIPE AND THEY DIDN'T HAVE TO.