Servpro of Sugar Land

EXTREMELY DISSATISFIED WITH SERVICE/CAN’T RECOMMEND TO ANYONE!!! On Monday January 22, I called ServPro-Sugar Land because “contaminated water” from downstairs restroom has overflown my first floor. Ali Hussein, project manager came and measured the damage. Due to the obvious unsanitary conditions underneath my wood floor, I asked Ali I needed the estimate as soon as possible. One week has gone by and I haven’t heard from him. I called and left the message three times during the week. No one returned my call. I wanted to try Ali’s cell number listed on his business card, when I realized the number has been crossed out. I can’t imagine a business in today's emergency service market without a valid cell number on their business card. I even emailed him the emergency situation. Today is Tuesday, January 30th and I have NO RESPONSE YET.

This was not a good experience.  I called the night my home was flooded and was told I was to receive service "soon". The dispatcher failed to disclose the crew was not in the Sugar Land area but in  New Braunfels.     

The crew was very good and professional however the office and dealing with them was horrible.  I sent 2 emails requesting a detailed invoice, not received.  2 months after the service   was completed I was contacted regarding the remaining balance.

.Bad experience  the only positive was the work crew

They were very responsive, came out and did the work within an hour or two of my call. One of the crew estimated the job, called the office and asked me what form of payment I would use. I said credit card. They quoted me $700-800 to which I agreed then gave them the green light to begin. They removed the damaged items, treated those areas and placed fans. We agreed that I would pay half of the estimated cost that day and the other half after they returned daily, for the next 3 days, to monitor how well everything was drying out.
I only had one real issue with them. When it came time to pay, they told me they were going to charge me an additional 3% if I paid by credit card. I got angry because they didn't disclose this to me before I agreed to give them the job, at which point I first told them I would pay with credit card. They offered to waive the extra charge.
Overall, I was very happy with them, have twice recommended them to others since the work was done and would call them again, if needed.

The guy showed up by himself with a leaky 5.5 hp shop vac and after he kept talking for 45 minutes, we had to beg him to get started with the extraction process.  He went over each affected area of the carpet once, sprayed an antimicrobial on the carpet, then set up 5 industrial strength fans and 2 giant dehumidifiers.  After he left, we walked barefoot across the carpet, and water squished out over our toes.  We used our Bissell Carpet Cleaner to extract another 15 gallons of water.  He obviously did not do a very good job.  The next day a different guy showed up to check on the progress and take readings with a hygrometer.  He wanted to rip up the carpet and remove baseboards, but we told him we would have our own contractor do that work.  He was not able to tell us how much it would cost and told us to call their office.  The office was not able to tell us the price either.  They said they had to first determine how many hours the dehumidifiers were used for.  You could tell that these people really preferred to deal directly with your insurance company so they could charge what they want and not share their top secret formula for determining how much it will cost.  They are not transparent, and this immediately makes you distrust them.  I told them to remove all equipment tomorrow morning so that I would not be charged for another day.  I woke up early the next day and unplugged everything so that the dehumidifier hours would not keep accruing.  They came to pick up the equipment, and then I called the office again for a price.  I spoke with the Production Manager each time I called. He quoted me a price of $919 because instead of charging me for exactly 2 days of equipment rental, they charged me for 2.13 days.  They had padded an extra  hours onto the dehumidifier hours!  I was very angry with him and he said he would have to call the owners.   After a 6 days with no return call from him yet, I called the home office told my story to their quality assurance person.  I told them the website says their people get to work almost immediately extracting water.  We had to beg the guy to stop talking about the franchise and start extracting water.  The website and tv commercials show the guys using a big, fancy, truck-mount extractor - not a leaky 5.5 hp shop vac that I could have borrowed from a neighbor!  Their website also says they dry your property properly and thoroughly, yet after he left, we pulled up an additional 15 gallons of water from the carpet!  The quality assurance person assured me one of the owners would call me back.  They did not.  They had a very nice man named Armando (ops mgr) call me.  He knocked $200 off the price and shared the secret invoice computing calculation with me.  Bottom line . . . . call another service.  This one is not worth the high price and aside from Armando, they all seem very untrustworthy.  We ripped up and replaced the carpet padding ourselves and put down a product called Concorbium, to make sure we didn't get mold.  Here is it over a month later, and everything is great!