ServPro
Reviews and Complaints

My residence experienced a sewage back up due to a clog in the city of Virginia Beach's main line. I was advised by the person at the city that using ServePro would streamline the process as they could directly bill the city for the initial mitigation phase.

My mitigation process went very smoothly. The guy was communicative, friendly, and on time. However, after that it all went down hill. The person assigned to assess damages and write up a repair estimate was great during his first visit but soon went radio silent and became hard to get a hold of. I had to call the office and regularly check in to move things along.

My claim with the city was resolved a few months ago and I am just NOW receiving an invoice from ServePro for an electrician that came out during the repair estimate. His expense was not directly billed to the city nor included in our repair estimate. Since our claim is closed, the city will not pay and ServePro will not accept responsibility for letting things "fall through the cracks" (exact words from a ServePro employee) stating I signed a contract saying I will cover costs not paid by the city. Although this is true, ServePro should not have moved forward with submitting my repair estimate to the city without all repairs/services that were completed being included in the estimate. If this was included in the repair estimate, it would have been paid by the city.

The owner takes no responsibility for fault on their end. They will get a few more pennies from me, but will not receive my business or recommendation to anyone else.

Service and accountability should mean something.

We got some questions and concerns 'bout the SERVPRO Summary Report. We got questions and concerns 'bout the initial invoice they gave us. The insurance adjuster found out they was chargin' us for work they never did and overchargin' on other stuff too. After lookin' at the invoice again, we found more charges that was wrong. SERVPRO listed on the first invoice and charged us for work they never did, like takin' off and puttin' back sinks, faucets, closet doors, and wall mirrors. They ain't put nothin' back. Everythin' they took off is still off, but they charged us for puttin' it back. They also charged us for an emergency call that we never made. We called 'em from our neighbor's house, but they still charged us for an emergency call. We sent a letter to Mr. ***, the SERVPRO representative, tellin' him 'bout our concerns 'bout the stuff on the report that they didn't do.

Entered in contract w/ Servpro of DFW (Xpress Restoration d/b/a) in Bedford TX on 11/29/2022 for flood water drying out & cleanup restoration of property on 1/24/2023. paying them for 1st installment. Tear down started on 2/20/23., restoration of Painting, flooring, kitchen cabinets, countertops, master bath vanity rebuilt, and countertop installed the most horrible shoddy install. I stated if this were their property, they would not accept the shoddy, unprofessional workmanship. I sent a complaint to their Corporate and still didn't get any actions of Servpro's responsibility for returning to the property and removing and replacing the countertops and repairing all of the Line items of the estimate that they never completed left undone. They have a project Manager that DOESN'T oversee the quality of the workmanship and doesn't ever respond to emails for complaints, questions, concerns or decisions to be made. 4/23 No activity to the property or anyone contacting me to resolve the issues, I hired another Company, to remove and replace with new countertop, which they completed in one day, May 30th 2023.

My biz was in a fire on Jan 21st. My landlord made me use Servpro to get my stuff. We had 1.5 hrs to get out anything we could. They had 3 workers helping us (invoice said 9). We took most of the stuff home. On the 2nd day, they came back and took stuff without asking. They restored it without telling me. 3 weeks later, they asked me to pick what I wanted to keep. I chose sentimental stuff worth $[protected]. Then they sent me a bill for $13,847.57. I complained and investigated, but nothing happened. They threatened me and sent me to a collection attorney. I paid the full amount as soon as I got money from my insurance (delayed 4 weeks due to Covid). They asked for $3461.89 more to pay their attorney. They won't work with me or talk to me.

Our insurance company recommended ServPro to mitigate our water damage. They came out quickly, assessed the damage and told me to sign their contract electronically. I signed their contract, though I saw the possibility of paying them $1500 if we decided not to use them for the rebuild and that they were going to file a pre lien on our home. The clause I missed obligated me to pay them the difference between what they claimed and what insurance paid. They billed the insurance company over $19k. The insurance company paid a little less than $8k. The insurance company made numerous attempts to get the documentation and pictures from ServPro to justify their charge. After 5 months of no activity, ServPro fired us - the client. And you guessed it, they sent me a bill for over $9k. It was paid begrudgingly since I was concerned about having debt collectors chasing me and my credit score go in the toilet. It felt like extortion.

I had a bad experience with SERVPRO of Birmingham. One of their workers messed up my bed while putting it together. They won't give me any money to fix it. Product or service: Fire. Date: 7/27. Order number: I don't know. Account number: xxx.

The invoice I received from SERVPRO of Birmingham wasn't accurate. They didn't credit the work done by another contractor on the invoice. My house had a fire on March 1st, and my insurance company, ***, gave me a claim number *** and policy number ***. The claim specialist, *** [protected] ext ***, was in charge. They gave me a check to pay the contractors in stages based on the completion of work. My mortgage company, Property Damage Claims ***, with email c*** and loan number ***, required a detailed final invoice, which we faxed and submitted through email and US mail.

Servpro been workin' on my house since Feb 2021. Supposedly finished in Oct 2021. Contractor said JEFFCO inspector passed the electrical work, but still no inspection paperwork. Puttin' my house up for sale in Sept, had an offer and all paperwork done. Purchasers hired an inspector who found lotsa things wrong, especially the electrical. Called Servpro contractor and told him I was closin' on Nov 10th and electrical needed fixin'. Haven't heard back from him. Called the G.M. on the 18th and explained everything, sent him the inspector report, and he said he'd take care of it. Called this mornin' on Oct 20th and was told he was in a meetin' and would call me back. Haven't heard nothin' back yet.

Servpro did some work on my place after the big storm in Texas in February . They finished the job and sent me a bill on April 28th. My insurance company (Homesite) paid them with a check that was cashed on May 19th. The check was made out to "SERVPRO INDUSTRIES INCORPORATED" and sent to *** AL XXXXX. I checked with my insurance company and they said they sent the check and it was cashed. But now I keep getting mean emails, phone calls, voicemails, and texts from Servpro saying I owe them more money. They're threatening to charge me extra fees and send me to a collection agency or lawyer. They even said they might put a lien on my property! My insurance company said they paid Servpro, and I got a voicemail from a Servpro person saying they made a mistake with the harassing messages. But they keep on coming anyway.

I stayed at an Apartment Complex in Hoover in Oct 2021. There was a big storm and the apartment flooded. Servpro was hired by the complex to fix the damage from the flood. During that time, I wasn't living in the apartment because it was deemed unlivable. I returned one evening to get clothes and necessary items to take with me where I was staying and found broken furniture, wet items placed on top of dry items causing mold, missing blinds, open windows, a dirty bathroom toilet, an unplugged fridge ruining $*** in groceries, and all my lights left on causing a high power bill. The contractors moved things around to complete the floors. A servpro affiliate told me to itemize the damage, file a police report for stolen items, and schedule a walk-through with servpro to document damages. I completed all of these within a week. During the walk-through, the employee found more damages that needed to be itemized. It's been 7 months, and there's still no resolution. Communication with representatives is spotty. No one is answering specific questions. My request to speak with a supervisor has been ignored. Despite a damning paper trail and admission of responsibility from the employee who conducted the walk-through, I'm being lowballed for reimbursement, AFTER being told I'd receive a different amount, which is also documented in email. I've been patient, done everything asked of me, have proper documentation, and have been kind despite being given the runaround. I just want a fair, timely, amicable resolution, and these people are doing everything in their power to not give me that. I'm EXHAUSTED.

Servpro didn't finish the job on time like they said they would. I got a big bill that I didn't like. My basement was flooded and there were no local contractors available. I called ServPro and they sent contractors from South *** (I think it was - Servpro *** Storm Team, LLC). I'm in Ohio. The flood happened on a Friday, March 20, and Servpro arrived at my house on Sunday March 22), night around 8:30 pm. They had driven a long way and were able to drop off 3 machines to start the water mitigation process. The job supervisor promised to come back the next day (Monday) to continue the job which included removing the wet carpet and padding. No one showed up on Monday. I called the supervisor and was told they were busy working on another job in a city 5 miles away from me. I asked them to come back the next day in the AM. They did. However, they were not able to stay. They monitored the machines and told me they would come back Wed. I was worried and told them if I found another contractor willing to begin the job immediately, I'd have to move forward with them. I got a contractor in my house within a couple of hours and they immediately began by removing the wet carpet and padding which by that time had an awful smell. I informed Servpro supervisor about it and they said they would remove their equipment the next day. They did and wanted me to sign a disclaimer that I agreed to the amount charged for the service, but there was no amount displayed on it. I didn't sign and asked them to email me an invoice (XXXXXXX) which I never received. Close to 3 months later I received a packet with the invoice for close to $900 (you read it right) to have had their equipment running while the entire basement's carpet and padding were soaked for much less than 3 full days. I reached out to ***, the office manager/ or owner of this Serpro Franchise, and explained the situation and requested the billing to be adjusted to reflect only 1 day of running equipment. I explained it was their fault for not being able to do the job when they said they would. *** was inflexible and said if invoice is not paid will send it to collections. I think this is the least Serpro should do. I had no choice but to go with another contractor because of their scheduling incompetency and NOT SHOWING up.

Servpro did a fire insurance repair job for me. They got caught by city inspectors for not completing the work to code and now they're backing out of the job. On 6/12, Glenn C., the General contractor for Servpro, came to my home to check the damages of the fire. He asked me how much insurance I had and then sold me their services. I decided to go under contract with Servpro on 6/26 for the amount of xxxx with an estimated completion date of 4/1. On 10/26, Glen C. picked up a cashiers check for xxxx and another check the same day xxxx. They started working on repairs about two months after the money was picked up. The first real problem that was reported to Servpro was that their associates who were doing demolition were stealing my personal belongings. After I told Adam from Servpro about this, they said that I should've had it locked up and wouldn't commit to replacing my property. The second complaint was that the HVAC workers broke my garage door and needed to replace it or fix it, but they wouldn't commit to it at the time. The third complaint was that they did not replace all floor vents. When I reported this, they lied and said they would replace it but never did. The fourth complaint was that they would not hook up the attic fan. They did go back and hook it up after I had to get the city inspectors involved due to the number of lies Thomas, the new General contractor, had told. When I called Glenn C. to report that Thomas was not keeping his word or getting work done timely, Glenn told me that I would have to tear off a portion of my house or bring it up to code and they did not want to fix it so they got the city inspectors to come out in hopes that we would have to tear it down. Once Glenda H., the city inspector, came out, she said it was an easy fix and did not have to be torn down. Then, as she was looking around, she found several issues where they had put a new roof on top of burned wood that needed replacing, they put a new tub on a rotten floor, they put the deck back up on burned wood, and it was a floor joist that needed replacing. She also found rotten wood in the kitchen. This was all on 3/12. Now, on 3/22, I received a call from Steve G., the general manager at Servpro, after multiple attempts to try and reach them. He stated that they are not going to finish the job because of the new codes and updates that have to be done. Then he stated they will be sending me a letter out this evening or tomorrow. I feel this is unfair. They have been paid and they need to complete the work or release all funds that were given to them. On top of all of that, my landlord that I am using for temporary housing was sent a letter starting that I have to vacate the premises on 4/1 with no house to go to due to Servpro not completing my house. I wonder why I'm being treated this way by a company of this size. Any help that can be provided would be appreciated. Thanks.

Servpro did a water fixin' job in our basement after a flood. They took out a lot of floor tiles and drywall, but they didn't test for asbestos even though they were told it might be there. They didn't wear protective gear or tell us about the danger. We paid them a lot of money for this bad job. Later, we found out we had asbestos and had to pay more money to fix it. We tried to get Servpro to pay for it, but they were rude and said it wasn't their fault.

I hired Servpro to fix my mold problem and rebuild my house. They said it would be done quick, but it's taking forever. The plug by my tub isn't up to code and they haven't fixed it. They don't answer my texts and when they do, they don't show up like they said they would.

Servpro of Annapolis/Severna Park did work at my house to fix water damage caused by a leak in my bathroom. They worked from 11/10 to 12/2. While they were removing wet stuff, they hit a water line and made more damage to my tile floor. They say they checked the moisture levels in the room where the pipe broke and the room below it. They got a plumber to fix the pipe on 11/10. When they were taking down wet drywall, they broke a tile on the wall. I told Servpro's bosses about all the damage and how it happened between 11/10/11/21. On 12/7, Eric L, who is the Production Manager, sent me an email saying they checked the moisture level right after they broke the pipe on 11/10. Chris G, who is the General Manager, sent me an email on 12/9 saying the same thing. But I took pictures of the room before Servpro started working, and they show that what Servpro said isn't true. They only checked the moisture level once on 11/10 at 8:55am. I have a picture that shows the time is 8:53am on 11/10. I asked for a copy of the drying report, but they only gave me 2 of the 21 pages. I asked Nick W who is the Ops Manager for the rest of the report, but he said he couldn't give it to me because it's secret. I asked Servpro's bosses, and they said there's no rule that stops W from giving me the whole report. My insurance company paid Servpro $2031.41, but they still haven't given me the whole drying report.

I called ServPro to check out a leak in my place, but they said they can only tell the owner about it. I asked for the info many times, but they won't give it to me. It's not cool to make appointments with tenants and then not tell them what's going on. The guy who came over, ***, said he'd send me the report that day, but then the boss, ***, said she'd send it the next day. But then she said she can only give it to the owner.

This company is the worst I have ever worked with. I live in a 100 year old house with very nice original floors, unfortunatly I had a leak in an upstairs bathroom it affected my kitchen ceiling, bathroom floor, I called my insurance company who recommended this company as 1 of 3. I wish I had read review prior to signing the contract with them. They tried to get a 9000 + quote to go thru but it was denied they re-quoted dropping 2000 dollars which was eventually approved by insurance. They were able to lie to my insurance company telling them more water damage than what really was and got paid 2200 for setting up drying machines.

They cut a 36 inch line across my floor upstairs and then proceeded to cut a triangle in the middle of the cut. Their story was they were looking for a sub floor. Experienced contractors would know this...

it took them 4 months to complete work, they sent people to work on my house for an hr. or 2 then nothing for several days.

There is no repairing a 100 year old floor and make it the same as before. They should have replaced the whole upstairs floor since it was original and all one direction. I refused to pay them for final invoice but lost this in court. DONT SIGN ANYTHING WITH THIS COMPANY. They lie, steal and cheat not only the customer but the insurance company. I made several complaints to the company before they finally fired the manager of the job but not before he made a total disaster of my floors. I had 2 floor contractors quit because they didnt want to take short cuts the manager wanted them to make. So now due to their lack of expierence and poor customer service I have 2 different floors upstairs. I LIVED WITH AN OPEN CEILING FOR WEEKS WAITINBG ON THEM TO REPAIR

I had a fire at my house and Servpro was the company that came to clean up the smoke damage and pack up my personal items. They did a good job with the cleaning, but unfortunately, they lost a box that contained a valuable ring worth $1900. I informed them about the missing box, but they couldn't find it. They even opened all the boxes they had packed, but the box was nowhere to be found. I have provided them with a copy of my order, receipt, and a picture of where the box was before it went missing. However, they have been ignoring my requests to discuss the matter and reimburse me for the stolen ring. It's frustrating that they are not taking responsibility for their mistake. I hope they can resolve this matter soon by paying me the $1900 for the lost ring.

Water damage Jan. 2023 Demo finished March 03/2023 No work has been done as of today putting our home back together. Paid up front money 2 weeks ago work was to start this past Monday! no one has started working! We have NO kitchen/dining room walls, ceiling, floor covering, kitchen cabinets, stove, sink, cooktop HVAC working Can You Help? I cannot add photos due to not everything working on my computer

Servpro was sent by our adjuster from USAA to dry up a wet spot created by a pinhole in the water pipe. The jet from the pinhole flowed upwards, making a 4’X4’ wet spot. Because we didn’t know about it for a while, the granite floor in the kitchen started to get wet. After 2 weeks of shoddy work, there was still 40% moisture in the granite. The project manager wanted to rip out the granite floor to dry up the subfloor. We refused to do so and fired them. We dried up the floor ourselves in 2 days. Servpro still charged us for the entire job, mentioning “99.98% water extracted” in their settlement.