SERVPRO OF LOUDOUN COUNTY

Called the office Sunday afternoon and they were here Monday morning. They explained the process and interface with insurance clearly and answered my rambling questions. Ended up being a dry out that lasted until the following Saturday. Personnel came every day to check equipment and document progress, making for easy reporting to insurance. Based on this, would be my first call for this part of the restoration process, and my preference to complete rebuild (if they didn't have such a large backlog on that front). Thank you for restoring control of the problem so professionally!

ServPro gave us an acceptable estimate & we agreed to hire them. They were scheduled to arrive on a Friday, called that morning to tell us the job from the day before was bigger than anticipated & could the technician reschedule. We rescheduled for Sunday. Received a call Sunday morning, the technician had a family emergency. ServePro would call on Monday to reschedule our job. We contacted ServePro about an hour later & told them we needed the job completed by Monday. ServePro subcontracted to a company called Quality Air Solutions. I had gotten a quote from QAS & now wish we had used them from the beginning. They were excellent, worked our job in on Monday, were prompt & very information, as well as professional. In the future, should be need mold removed again, we will go with Quality Air Solutions. We are even considering using them to have our vents clean in the future.

I was initially very happy as Servpro was excellent with coming out immediately and helping dry out my house. However, more than 3 weeks ago, they took my area rugs for cleaning and i have still not gotten them back and have just been getting the run-around when i call them. They keep telling me oh you'll get them delivered today and then, surprise, the rugs do not show up. The Office Manager, Gabrielle (although her VM says Liz) , promises to call back with an update, never does, and then keeps ignoring calls and sending them straight to voicemail. Manny, one of the managers for the mitigation has been responsive but he does not know where the rugs are and is not able to help either, although he is trying and is unlike the office manager who straight up lies and ignores calls. This is beyond ridiculous as my rugs are hand knotted valuables that this business is keeping hostage! I am considering legal action/ have started the process to file a complaint with the BBB as they seem to have no semblance of professionalism and are illegally holding on to my valuables.

I found Servpro to be unresponsive and very frustrating to work with. I called early in the morning after having a water leak and was told someone would be out between 1-5. I was called late in the day and told there were scheduling issues but a manager would come out to see what needed to be done. He arrived close to 5. He said he would have guys out that evening. They showed up and started to work. There was none section I thought they should pull down but they said it would dry and would be back they next day. No one showed up the next day. The following day I had to call to get someone to show up and check. When they finally did show up everything was dry EXCEPT THE ONE SPOT I TOLD THEM NEEDED TO COME DOWN THE FIRST DAY! So more drywall came down and mold had started forming. They said they would be back in the same time window in two days. No one showed up. I called and they said someone would be there by 9pm. Missed that window also. Overall they were very frustrating to work with. No one seems to know what was going on and the people that showed up didn’t seem to know what they were doing or were juggling so many jobs that they were not doing anything well.

The work was completed professionally in a timely manner.

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I highly recommend this company and would use them again.

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Three people came out and the whole process took them about two days to finish everything. They did good work, they were prompt and efficient.

They were very responsive and kept us informed of progress.  We would not hesitate to use them again.

As far as I can tell, it went great.  It's a rental property, and the tenants are very happy to have had this done.

Very professional crew.  The manager explained the procedure carefully and answered questions completely.
They were courteous and prompt -- called if there was a delay, and so forth.  They finished in a timely manner.
Excellent service.

This review is actually really for one of the ServPro representatives, Michael Johnson.  If not for Mike Johnson, we would be writing a VERY different review for ServPro.  Mike Johnson essentially saved our house from even more problems / catastrophes post-flood and probably our view of ServPro.  Would we work with ServPro again?  Yes - BUT only if Mike Johnson is our primary point of contact.  Mike Johnson and his team really made sure that we were able to get our house back in shape as fast as we could, and were extremely flexible and accommodating with our schedule and the stress level that we were dealing with to get into the 'repair/construction' phase of our post-flood event.
Our rental property flooded (faulty kitchen valve) this summer, and we experiencde water damage in essentially 60% of our one level rambler.  The water eventually made its way into the crawl space underneath the main level and when we finally saw the disaster, there was probably 2.5 to 3 feet of standing water in our crawl space.  All of our hardwood floor and crawlspace insulation was completely ruined.  Our kitchen cabinets also had to get replaced because they were damaged.  We probably called ServPro an hour after the flooding started and they didn't show up until four hours later.  To be fair, it was a Saturday morning, so there was probably a shortage of crew and we found out that there was also a coordination issue as another ServPro branch had taken our 'call' and business and subcontracted out to the ServPro of Loudoun Country.  Apparently, all the ServPro branches are owned and operated individually.  The slow timing was most likely not the fault of the ServPro of Loudoun County. 
The first ServPro team that arrived set up a couple dehumidifiers and other machines to suck out water from the crawl space and main level.  When they left, we were really unsatisfied with their lack of thoroughness as there were still puddles of water left standing in the crawl space.  We were also really confused as to why they didn't remove all the super wet insulation in the crawl space, or why they didn't immediately take up the soaking wet cabinets and flooring in the house.  They also mentioned some other equipment that they could and should install to speed up the process, but had to wait for our insurance company's authorization. Within 24 hours, our hardwood floor was starting to curl.  Turns out there was a slew of coordination, bureaucracy involved with the whole process with our insurance company as to what can be authorized, what can be paid for, and so forth.  The first couple days with ServPro and our insurance company was complete h*** and we were starting to get extremely concerned about mold issues, especially since our home inspector and real estate agent told us that the first 48 hours of any post-flood even is the most critical for drying out a property.  Within a few days, we decided to take matters into our own hands and escalated the situation with ServPro management and our insurance company's management.  We were assigned to work with Mike Johnson with ServPro, who is a much more senior person than the initial crew they had sent over on that first Saturday.  We were also assigned a new representative with our insurance company and that made all the difference as well.
Let me just say that it was COMPLETELY night and day with EVERYTHING.  For the first couple days, we felt like the initial crew that came out with ServPro wasn't doing a very thorough job, and when Mike Johnson came on board, it was like a MIRACLE had happened.  He also assigned Dion Lee Kong to the job and they were at the house every single day, taking moisture measurements, adding or taking away equipment that were no longer necessary or needed to be used.  Within days, they made sure things that had to get ripped up for our property to continue the drying process got taken out.  Having a flood in your house is already stressful enough as it is, but when Mike Johnson came along, it was like a HUGE weight had been lifted.  He also gave us his cell phone number and made himself accessible to us 24 hours a day.  When we got concerned about mold issues and actually did test positive for extremely high levels of a non-toxic household allergen, he made sure ServPro helped us with mold remediation issues free of charge (possibly due to blunder by initial ServPro team for not going through flood remediation procedures as thoroughly and quickly as they should have and issues that team was having with our insurance company's authorization to use certain equipment).  
The new team, with Dion Lee Kong and some other guys who came out were ALWAYS on time and gave us courtesy calls before they showed up to the house.  This was AN EXCELLENT EXCELLENT team and we would absolutely recommend working with Mike Johnson, if you are able to.  He really put in great effort to help us out... just one of those people who is just "good people," and a stand-up citizen who will have your back and that you can trust with your property.  I truly cannot imagine where we would be today without Mike's diligence, patience and support.  We definitely would have been completely lost without him.  

I was impressed by their work.  They were also very respectful.

They did a great job overall. My only complaint was how long it took to pick up their equipment.

Everything went fine and the work was complete to our satisfaction.

They didn't do the work because it was, understandably, way under the amount of work that they do. They gave an estimate that was very detailed. They were very professional, knowledgeable and answered all our questions.

The service was provided by professionals that were very helpful

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We were very pleased with the overall result. The basement was restored to its original condition.

Work was performed on time and per the estimate. Crew was friendly, courteous and professional.

I contacted Servpro to come to my home and performed water mitigation services due to a hot water tank leak in my finished basement utility/laundry room. My whole basement was flooded.  
When I first contacted Servpro, the representative that I spoke to was so clam and collective. They really took the time to hear my concerns and understand what I was going threw. I was able to schedule services the same day, which was a huge relief. The Servpro technician arrived right within the estimated scheduled time frame. They inspected and took pictures of my basement. Due to the amount of damage caused by the flood, Servpro were able to help move furniture/contents and remove the all of the damaged carpet/pad in my basement. Servpro even hauled away all of the removed carpet/pad. Then drying equipment was set up. They monitored the equipment each day to assure they were not leaving any room for mold to grow. They then provided water damage remediation, including removal affected baseboards and sections of drywall wall. On the last day of services, the Servpro technician performed a final "walk thru" of services for my basement and provided the bill.
Every visit was scheduled around my availability and with up most professionalism. I would highly recommend Servpro to anyone.

The job went very smooth, just as the technician described. I would use them again without hesitation.

It was a very smooth process and the responding time was amazing. Everything got dry in two days. I will recommend Servpro of Loudoun County to all my friends. Thank you, Servpro for a great job!