SERVPRO of The Woodlands/Conroe

Hired Servpro of The Woodlands/Conroe approximately July 2021 after experiencing flooding in my home. Contract stated that the restoration would take under a month, but it is now over a year and the project is still incomplete even though they have been paid 90% of the money as they mandated. I was pressured by both the original contractor and Project Manager to make decisions on items that I informed them that I have no knowledge of and so was uncomfortable with making these important decisions that an Interior Designer would be better able to do. I requested to have their Interior Designer help guide these choices, but they claim that they do not have one in their company and this request was just ignored as they continued to pressure me, becoming irritated when I would push back or did not immediately make decisions. The results of the job done exposed the poorly skilled workers brought in to work on the project. It was obvious even to me and my family who neither work in nor have knowledge of their industry, that most of the workers were obviously poorly skilled and have language barriers that made communication challenging, especially when the Contractor and Servpro Project Manager were not on site, which was majority of the time. I brought the concern that the workers seemed to lack the level skill for the job required to restore my home to the attention of the Project Manager and contractor, but they both reassure me that if I was unhappy with the results, then the job would be corrected or would ignore the concerns brought to them. Eventually, the original contractor and his team had to be removed from the project due to the poor workmanship and shady business practices. Example, the original contractor installed granite kitchen counter tops before I signed off on the preferred granite and so the incorrect granite was installed despite the work order not being signed off on. I was informed that the countertops would not be installed until I physically signed off on the preferred granite and turned the signed document over to the Project Manager, yet the install was done without this being done. (I have to sign off on every aspect of major work done prior to the start of that aspect of the project). It appears that the original contractor wanted the Servpro manager to release monies to him, so he manipulated the situation regarding the granite, even though he was aware that the Project Manager (who got fired after the granite install) had not received the signed document required prior to the install. Servpro has refused to do anything about this situation despite their contractor not following their own practices and protocols. During the clean-up process, Servpro workers damaged several items in my home including breaking one of the main undamaged granite kitchen countertops, forcing me to have to replace all kitchen countertops. They damaged kitchen cabinets, appliances, multiple tiles etc. Dry wall had to be replaced and painting and texturing done, but the original contractor and his team did not have the skill to redo the painting and texturing which they unsuccessfully attempted to do 5 - 6 times. It was the present Contractor and his team that completed the texture and painting of one area correctly, but they are yet to finish redoing the paint and texture needed in other areas. The flooring in multiple areas is yet to be replaced because they were not helpful in locating the correct materials. They basically left the sourcing of materials etc. to me even though I let them know that I had a fulltime job and go to work 5 days a week and was uncomfortable with choosing materials as this is not my area of expertise and I have zero knowledge of how things go together like the Builder's Designer did when the house was being built. I also let them know that I wanted the same materials that they removed to be replaced but unfortunately, some materials have been discontinued (house is over 10 years old) and it was difficult for me to find and choose materials. I asked them to help with this multiple times, but the contractor would bring samples to the house that were of poor quality and would not match the other materials in the house. This played a role in delaying the completion of the project. During the first week (at the start of the project) multiple workers would show up to the house each day, then eventually there would be 3 workers, then 2 then 1 worker who would show up intermittently, only working for a few hours once or twice a week. At times no one would show up for weeks into months. When i would notify Servpro of this, they would send 1 or 2 workers who would show up once or twice then then no one would show up once again. The Servpro Manager and Project Managers have made all types of excuses as to why things would not get done, from being forgetful, to lying about communication that I have in the form of texts and emails, to blaming me about causing delays and making changes and on and on it goes. I am so depressed and distraught over this situation that sometimes I feel like I cannot react to it anymore, and to cope I try to block it from my mind. My family and I have been living in a construction site for more than a year and this is extremely distressing. We do not have an operable kitchen (no tap in the kitchen since they removed it, so there is no water in the kitchen, no stovetop since they tried to re-install the newly bought stovetop that they damaged, that is now leaking gas. The gas-line is kept turned off for safety) and so, we have to buy meals daily for us to consume. We have no furniture in the areas affected by the flood. The master bedroom and media room are the only rooms with furniture (house is a 2-level home with 5 bedrooms 3 and a half bathrooms, foyer, office, laundry area, formal dining, kitchen and breakfast area). Servpro gets paid monthly by my Insurance Company for storage of my furniture and other items. My Property Insurance has skyrocketed, and other Insurance companies have turned me down. It has been h*** for me and my family and the only people benefitting during this tragic situation is Servpro. Recently, i looked at their online reviews and saw that other people have shared that they have had similar experiences to mine. I need help. I am sure that there are others out there going through the same thing as I am.

It went great. From my understanding, most of these guys were from Reno, helping Houston out after Hurricane Ike. I am home by myself a lot and I felt comfortable around them (there were 4-5). They listened to us explain what happened and our thoughts and they were very thorough & professional in their examination. They explained everything they were doing. The cuts in the walls and flooring were very exact & measured. They even asked permission to start the dryers, which are loud, while we were eating dinner! They were also considerate about when a good time would be to come out and check the drying process. They cleaned up after themselves. We paid them our deductible for our insurance company and they will bill the rest to them.

Servpro had to clean under the torn-out floors, in every closet, under the sinks, & down in the basement. In all of this, they did an excellent job, but they did a horrible job cleaning our carpets. There was mold all over the house & deep in the carpets, which did not get totally cleaned out; they didn't move the furniture either. Everything was done well, except for the carpets.