SERVPRO

I got a call at work from my son who arrived home after school and found the house flooded.  I had to work late but when I finally got home to assess the damage, I couldn't believe it!  Apparently the toilet broke, flooded the house, and then fixed itself, all while nobody was home.  I immediately searched for my homeowners insurance policy and called my insurance, who chose to call ServPro.  ServPro technicians arrived within 2 hours, in the middle of the night, with a crew of four.  I was impressed with their quick response, their ability to jump straight to work, and their obvious experience.  They quickly vacuumed standing water from the bathroom floor, and moved household items from bedrooms to shop-vac the carpets that sucked up and held almost all the water.  They moved larger furniture items back and forth, to open up an area to vac, and then move it back to access another area to vac.  Then the crew brought in several large fans and left them blowing in all directions in every affected room. This original crew was in my home for 5 hours, working diligently, and my son and I fell asleep on the living room couch and chair.  I was relieved that I was able to get a response to the damages so quickly.  Being a single mom, I could never have taken care of this problem myself. 

The next day late in the afternoon, ServPro returned with 2 different men, and they explained all that would happen.  They took a lot of pictures of the damages, took a lot of notes, sealed the house and used a moisture meter to test the amount of moisture still in my house.  I was glad the work was continuing, but it became more clear with the 2nd crew that NOW I'm dealing with people who are working more for my insurance company instead of me, the homeowner.  A 3rd ServPro representative arrived in a regular car - she was the one who made the decisions and coordinated with my insurance.  She said that the insurance company was waiting for her recommendation as to whether or not the carpets can be saved, and then she looked at me like she wanted my comments.  So I told her that I had already been in touch with an out-of-state brother in-law who has experience with restoration work, and he already told me that the carpets cannot be saved.  Only AFTER she realized that I knew better, she recommended to the insurance that the carpets be removed and replaced.  So when ServPro asked me to complete a satisfaction survey, I wrote that they should never compromise their standards for an insurance company, and that it is possible to uphold your high standards of professionalism, even in a contract.  Then the female ServPro rep responded that ServPro had to wait for the insurance company to approve the removal of the carpets and that they did not compromise their judgment.  That was not correct - ServPro withheld its professional opinion to see if the CUSTOMER was stupid enough to be ripped off, to save money for the insurance company.  However, ServPro was all done with the drying of the walls and removed their equipment on the 3rd day.  Now they have mailed their bill to me for over $4,400, when my deductible is only 25% of that.  ServPro was working for my insurance company, made it very clear they were not working for me, so ServPro can bill my insurance company.  I'm only paying my deductible.

Coming home from vacation to a moldy mess due to upstairs bathroom leak was not fun. Spoke with Ben on the phone, felt confident in his ability to handle my situation. He came right out and the next day they started work. The demolition work went fine, initial estimate was placing the work in the $1200 range. Problem One: They unplugged my garage freezer to plug in the dryers and by the time I saw it, we had lost a ton of food. Problem Two: The dryers and dehumidifiers overloaded my electrical and shorted breakers numerous times. Despite the fact that half the equipment could only be run in spurts, they charged huge fees to "check" the equipment daily. Problem Three: The final paperwork I signed was in the $1300 range...but they conveniently didn't leave me a copy - it was suppose to be a direct bill to insurance. The next quote was several hundred larger with "forgotten fees and misquoted prices." There was also a charge for "carpet removal" that they agreed to remove when I said I could send pictures of the carpet that was still intact. The final cost was $1585.00. Problem Four: Finally checking my out of state office number (why they didn't call my home or mobile, we'll never know) I have a message saying I am suppose to pay them. Now, given all the other issues, I check with my insurance to verify this is correct. I get home (approx 1.5wks has passed) to find a letter from them too. So I call, the billing person has "just stepped out." I leave a message. No call back. Few days later, I am about to leave town again, so I call again and explain the situation. "No problem! She was expecting your call (still not sure why she didn't call me back) We'll charge your card and send you a final receipt." I get back in town a week or later...another nasty message on the wrong phone number stating that they are sending me to collections." So I call AGAIN. And AGAIN, the billing person "just stepped out." I try to explain the situation to the poor pathetic receptionist who descends into "Jerry Springer" mode, only she is also the office manager? The owner has "just stepped out" and they refuse to provide information for corporate. When I tell them I will be posting this whole issue on angie's list...the owner calls back and they charge my card. Finally. This was a NIGHTMARE. There are MANY reputable companies to assist, this company is not one of them. Stay away because really, when you're in the middle of a leak and/or insurance claim, the last thing you need is more hassle and another battle!