SERVPRO of North Central Austin

I had fire smoke damage at my kitchen & living area on 2/13/21. I called 3 cleaning company found online. SerPro's Keith Cowan was the first one who answered my call and came to my house in 2 hours. He assessed the dominate & cost at $20K. I have $4k deductible on my insurance. I wasn't sure if I needed to make a claim because I worried my premium would increase due to claim. He told me that I definitely should make a claim. He promised that he would have his team to clean the smoke at my house next week, but his team didn't show up at my house until 6 weeks later. The team of 4 including a 14-old girl was led by a woman with walker. The 14-year old was on her phone at my back yard deck whole time. The woman with walker could barely walk. They started mopping my kitchen ceiling without covering my kitchen counter where I have food & drinks. I asked the woman in-charge, she told me that this is other women's first time cleaning a house. They didn't know they need to cover my counter & furniture before they started moping on ceiling. The cleaning crew of 4 spent 3 & half days, from 9am – 4pm, including 1-hour lunch breaks. The total hour is about 84 hours they actually spent at my house. According their invoice to my insurance Allstate, they charged 172 hours cleaning at $35/hour and 83 hour supervising at $49/hour plus tax. The total labor cost is o $ 11,171.45. This means they actually charged $133/hour averagely. The cleaning crew took 6 window drops & one 8x10, one 5x7 area rugs and some small items with them. I was told that they would clean them and return them back in 2 weeks. After 3 weeks without receiving my items back, I called SerPro Office. I was told by the woman Faye Beck that they would deliver my items by that Wednesday. This was later in March. Today is June 24, after 4 months; I still have not received my items yet. Between March & yesterday, I have called & emailed SerPro repeatedly to request my items back. I needed these items for my daily life, especially my area rugs. Every time I called, I was told either they would deliver my items that week or I was told that someone would contact me, but I never received any call back or email back from Serpro. Now after 4 months, I still have not received my items. From my insurance, I found that my Allstate Insurance has paid SerPro for $16,182.68 cleaning fee on these items. $16,182!!! I didn’t know if my items have been ever actually cleaned or just threw away. But they have been paid more than $16K for the items that may not exist anymore. My insurance has paid SerPro $39,093.98 in total. Most of items on their invoice they charged they have never repaired or performed the service. This is insurance fraud. They need to be prosecuted. Serpro should either return my properties back immediately or reimburse me the cost!!! I deserve an apology from them too!

They basically torn half of the house apart. I understand that a major part of what they did had to be done but they torn much more than was needed. The property they removed from the house to take to their storage was never catalogued, despite many requests from us to do that and confirmations from them that they would do it. They took a thousand pictures and were very proud of that, but none of them was really usable. They lost many things, including most of the clothes (vanished), and a few miscellaneous items. Packaging was substandard: in some of the boxes we got back, we found a bathrobe with the toilet brush! Several frames broken, bottles spilled, etc. We tried to get our clothes back, but they finally stopped responding to our calls/emails. But the worst part by far is that they try to "help" you by asking you to assign the insurance proceeds to them to act as contractors to rebuild. They rip everything, then rebuild. Not really sure why the insurance company allows that. The good news is that we don't have any mold since the only thing standing in the house when they left were the 2x4s.

We had been renting out or house and the renters were very h****** the carpet. I honestly thought the only way to go was to replace it. That was my thought before Chris's team from servpro came out. My past experience with carpet cleaning company's had not been very good. They all seemed to be minimalists, put in as little possible work and effort to get paid. This was the exact opposite of our experience with Chris and his team at Servpro. They arrived on time and immediately got to work. And they didn't stop working until the carpet was clean. I wish I could post a picture of the before and after to help capture and communicate the amazing job they did. Morgan's work ethic and attention to detail were second to none. Needless to say I have found who I will call for my future carpet cleaning needs. I have always thought that the best advertising was a "job well done"! Unfortunately it seems hard to find companies that out the time and effort into hiring and training good people who will in turn do a "great job." Chris as done just that Servpro and for that I am very thankful and I say GREAT JOB!

Insurance job. Water damage to ceiling, walls, wood flooring. The most expensive part of the service is use of dehumidifiers, and they maximize it. They told me, and it makes sense, that the first priority was getting the wet insulation out of the attic. If you have a and lsquo;wet sponge' on the outside of the sheetrock, and a dehumidifier on the inside, it is going to wick water through the Sheetrock, not dry it out. They told me it was critical to remove the wet insulation, but they didn't do so until day four. So they had the dehumidifiers running for three days before they removed the water insulation. And, like I said, the most expensive part of the bill to the insurance company was operation of the dehumidifiers. If they had removed the insulation on day one, the dehumidifiers would only have run about half as long. Also, they and lsquo;scored' the walls with a knife to help them dry out, and told me that if that didn't work they would cut holes in the top and bottom to enable ventilation through the walls. The sheetrock repair guys later told me that it is easier to repair holes then the scoring that they did. So it would make more sense to skip the scoring and go ahead and cut holes. Not only would the walls have dried out faster and easier, and been easier to repair. The insurance adjuster told me that they would pay for up to 6 days of dehumidifiers, which is how long Servepro had them running. However, I believe if they had removed the wet insulation earlier and drilled the walls for circulation; the job would have taken half as long, and cost a lot less.