Servpro of S. Eugene / Florence

From 10/13/20 - 10/30/20 ServPro repaired a leak in our ceiling. During the repairs Blake from ServPro stated he would be sending someone out to tarp the roof. We were not advised that this was contracted out to an outside company nor were we told of the additional cost. Upon receiving the bill we spoke with Stacy, a manager at ServPro, and were advised that contractors can charge ServPro for the cost of the services and the cost is not questioned. In this situation we were charged for hours of labor that was completed in 15min. We disputed the charge but agreed to pay for the remaining costs and were threatened with a lien on our home. When we tried to work with their attorney we were told that ServPro wasn't willing to waive any costs or provide any proof it was owed because we were being so difficult. Throughout the entire process we were never provided a copy of the contract despite us requesting it on multiple occasions.

Started beautifully ... first week, very professional, very helpful.
Then starting the next week, they suddenly wouldn't make the call to get the POD to pack out our stuff. They had temporary workers who didn't respect our belongings. (They spent a long time (hours) convincing us to let them pack us out, and then they decided "not to.") 
(I "felt" as though I was being strong-armed into using their sister construction company, even though they claimed that there was no connection.)
They didn't leave the house ready for the construction crew to rebuild -- jagged cuts and rips for the drywall, rather than leaving a clean line. 
Finally ... they ruined our fridge (not properly stored). We're seeing if they offer us anything for it. If they do, maybe I would take down this review, or at least modify it, to represent them having done the right thing.
But since earlier, their owner had a chance to do some customer service that wouldn't have cost him a dime, and he chose not to, I'm fairly certain that they won't own up to their mistake. (Let's wait and see.)
As I said ... first week, they were good, but from then on, it went downhill.

Well, we saw ... I called them yesterday.

C. told me that it was an uphill battle with him and my insurance company. Why should "my policy" pay for their mistake?

Once again, I told them that I had a way to benefit them by more than $600 profit, if they did the right thing and offered me a few hundred for the destroyed fridge.  Nope.

I mentioned this review and told him that I wanted to write a good ending to the post, and that I had the ability to edit.

He told me that he saw it. (I suspect that the other review were damage control to counteract my negative comments.)

When all is said and done, their crew is professional (when you don't get the temporary workers), but the owners don't have a clue about customer service ... which is ironic, considering their name is "SERV"-Pro.

I really would stay away from this company ... look for someone who will use their own workers, who will own up to their mistakes, and who believe in customer service. Plus, you can probably do a lot better on the price somewhere else. Just a hunch.

Overall, very dissatisfied.

Great

unknown

Carlos, the production manager, was extremely helpful in dealing with the insurance carrier and explaining all that needed to be done. The work was done in a timely manner and you can't tell that anything was ever damaged