Servpro of Southern Delaware County

Company was responsive and crew were polite, courteous and prompt, although in my opinion not very experienced. The crew ran a shop vac over the rug areas affected which was approximately 400 sq. ft. After the extraction, which to me was equivalent to what I could have done myself with my shop vac, they place two commercial low profile fans in the direction of where most of the wetness was located. My beef with this is that they did not set the fans to high setting and instead put them on low. This was around 9:00pm. Instead of telling me how long the fans should be needed they asked me how long I wanted to rent the fans at $30/day. I had no idea and told them 2 days.

My real issue is with the franchise owner Kevin. Because the fans were originally set at low speed and not discovered until the end of the following day, I called the company and told them I needed this another day. I did not feel this was our fault as the tech should have put the high speed setting on before he left.

Long story short we were charged for over three days of rent on the fans and when I spoke to the owner Kevin he was very rude, discourteous and zero customer service concerns and would not listen to why I felt this was 1 more days of charges than we should be expected to pay since the tech set the low setting.  We were also additionally charged for the antimicrobial spray which should be part of the service charge. This is water damage, on rugs and it's a no brainer that the rugs should be sprayed to eliminate mold from growing.

Overall I am very disappointed with this franchise and will never do business with them again.

I called them on 8/29/2011 and told them I had mud/wet kitty litter in my laundry room as a result of Hurricane Irene and the fact that because we had no power, my sump pump could not run and therefore backed up into my laundry room. I also had significant water in my crawl spaces and basement. I was able to clean and dry those areas but wanted them to clean the laundry room due to the severity of the dirt/water damage. they said they would be out on 8/31/2011. When 8/31 came, I received a call from Kevin who said they had truck issues and they were not sure they would make it out. I was ok with that and then called them on 9/1 to see when they would be out. I was told that my damage was not severe enough to warrant them coming out much before the next week. I was appauled! Who are they to decide I was not important enough when they had already given me an appointment which they didn't keep. They said those people who had more damage came first. Remember, I did have severe flooding which I tended to myself. My damage was THAT BAD however I handled it myself. I just needed the worst room cleaned. This in my opinion, is HORRIBLE CUSTOMER SERVICE. if they could not get to me till next week: 1) why give me an appointment for 8/31, 2) why not be honest on 8/31 that they had no intention of keeping the appointment, 3) since no one ever came out to do a preliminary assessment, how could they make a determination of how bad my issue was/is. 4) why not offer a discount for MY INCONVENIENCE in an effort to try and make it better. SERVPRO failed on all accounts and now I have to find someone else and be on the bottom of their list since I counted on Servpro coming YESTERDAY. I guess the morale of this story is get an appointment with SEVERAL COMPANIES in anticipation of at least one of them blowing you off because you're not important enough.