ServPro
reviews and complaints

Hurricane Sally hit Alabama 9/15/20. My home has lots of roof damage, 2nd floor window blew in and allowed lots of water damage throughout home. ServPro of Pike, Floyd & Knott County, Kentucky. ServPro started on our home on 9/23/2020. The first crew started on 1 upstairs room, ripped my window screen and quit. On 9/26/20 a new crew started with the owner, Nathan Ratliff. This crew worked a day and a half. They scratched my refrigerator, broke large vanity mirror in bathroom & tore up the stairs (carpet treads and large holes on wood tops). They never brought in their dehumidify equipment or any equipment. Nathan Ratliff met with my insurance adjuster on 9/29. Adjuster showed him all the moisture that they left. He said he had personal problems and had to go back to Kentucky. My home is filled with molded insulation and ServPro never returned but Im told by Chasity they are giving me my final bill. I paid them $4500 so far.

Servpro refuse to give me copies of my signed paper work after the job was finished. I need the copies for my insurance. This work was done 5/28/20 to 6/3/20 thats when the checked was cashed the check was made out to servpro but when it was cashed it was cashed under the name of mitnor corp. I am not sure if servpro is a real company please help. Irene fowler irene. [protected]@att.net

I'm a former Manager of SERVPRO Of South Saratoga for 6 years this franchise is the most shady franchise of them all not only do that pad the invoices/ estimate at completion of jobs to squeeze ever penny they can rather it is right or wrong most of the time wrong. Example adding lines items to final invoice that was not done or completed, especially when owner is hurting for cash or about to go on a family vacation or coming back from one. They are under staffed and hire people's off the street and pay them under the table not even pay them minimum wage and treat them like [censored]. Half of their techs couldn't pass a drug test If giving on the spot. Not only do the tech steal medication out of customers medicine cabinet and out of bed room some of them double back to homes they done work in and entry thru unlocked doors that the know customers is on vacation and trust them to do services. Even the guys that they hire off of the street steal from customers home, credit cards, children's pig banks, customers liquor and even eat customers food. Most of the guys that they hire off the street can not past a back ground check or a drug test and a few had outstanding warrants while working for SERVPRO Of Southern Saratoga But the owner didn't care as long as he got a check from the insurance companies. There was many customers complains for some of these action that I as a manager I cleaned up because of the relationship I had with the customers and the respect.. I spoke about this matter to the team and it was swiped under the rugs. Some customers was putted off by owner hoping the matters at hand will go away but it was not right and I kept my mouth shut afraid of losing my job because I got a family to feed. But I not longer work for this shady [censored] company. And no I wasn't fire I quite because this company treated it employers like [censored]. When I first started work for this company I moved up quick to management because I'm a hard and loyal worker and we ha d a staff 12 good hard working soldiers and we was family but of course the owner [censored]ted on everyone because of his greed and shady ness and now there is on 5 techs left and all but one is new hire and 2 of them is thinking about leaving as I type this. You can verify some of my concerns by former customers of Servpro by go on www.unhappyfranchisee.com /Servpro-is-serpro-a-scam. I never image it would be the Servpro that I putted 5 long hard years in to try and make it better but it is not my company.

I want to share my terrible experience with this company. The initial call in was a fiasco and the call taker struggled taking my info. I seriously thought she was under the influence. The response was very good by the crew. Josh was a nice polite crew leader. My fridge water line leaked and the water went under about 60 SF of Coretec vinyl planking flooring. Coretec is 100% waterproof and is a floating floor so I was not worried about damage to it, more so mold and water damage to the drywall and cabinets. I instructed Josh to unsnap the flooring and stack it up to be re-installed later. I had already started, unsnapping the first 4 pieces. It comes up easily. The crew instead ripped out the flooring and dumped it. I can understand a couple of pieces being unusable (actually no I can't) but all of the flooring? I contacted the vendor and the flooring installer stopped by today. All questioned why the flooring was thrown away, the beauty of the product is that it's waterproof and can be easily taken up and reinstalled again. BTW, the flooring was just over 1 year old. The installer advised that Servpro took no care in removing the floor properly. So here's the thing, maybe this crew just didn't have the training to know better. But how about making it right Servpro? It was great customer service to receive daily updates from Audra the Team Manager as to how the work was progressing; she was very quick to respond to my emails UNTIL I sent an email complaining that the crew had messed up with the flooring dismantled and it was my intention to back out the flooring cost from the final invoice. Audra did not return my email or call me. So I sent another email the next day and she finally responded. She suggested I run the cost of the flooring through my insurance, taking no accountability. She knew up front, I was self pay unless the claim got too big which at this point even if I had to pay for flooring I would have to avoid an insurance claim. I called her and she admitted she had no knowledge of flooring install (she's the manager!) but admitted that all the flooring was damaged upon removal. Unless they handled the the flooring like gorillas, there was no need for it to be damage. She then said that they had another similar situation the same week and now the company was using it as a training opportunity. Hey but I should pay for their mishandling or just file a claim? During our conversation, I could hear her typing away instead of being engaged and finding a resolution. How rude. In a snarky tone Audra asked me if I was just relaying this for informational purposes. Really? It was like talking to a brick. So I informed her that I was backing the cost of the flooring out of the invoice and she responded as she typed, "so you will be backing the cost of the flooring - OK have a great 4th (of july)" and hung up. All I can say is WOW! I'm an insurance agent and deal with folks having water or fire crisis every week. Now I know what it feels like to be on the other side. In the future, this will not be the company I will use-ever!

On Wed., May 22nd I experienced a back up in my downstairs half bathroom due to a clogged pipe at my neighbor's. ServPro was one of the referral my insurance company gave me. ServPro came out on Wed., May 22nd to do the water mitigation. When they thought my insurance company was involved, they promptly sent an estimate on Thur., May 23rd. Once I told them that my insurance company stated they will not cover my loss in full...due to the cause of damages Josh stated they need to do an asbestos testing. The asbestos testing was done on Wed., May 29th at 7AM by Mike. On Thurs., May 30th at 10:46AM Dylan Haygood left me a voicemail stating that the results of the asbestos test were received. I called Dylan back at 11:29AM on Thur., May 30th and he said the asbestos test showed less than 1% asbestos on the sheet rock and it would need to be treated. I asked him for a written copy of the asbestos test findings AND an estimate on the cost to treat it. He stated that I would receive both the asbestos test report AND estimate later on that afternoon. I did not receive anything so I called Dylan back on Fri, . May 31st 4:41PM and asked again for the the asbestos report and estimate. He then said again it would be sent later that day. I still have not received it. I told him to come and get his equipment consists of the air scrubber and dehumidifiers which have been here since Wed., May 22nd. I feel that this a scrupulous attempt to get more money than necessary from this hardship I am currently facing. You can not treat people this way and I will not be a victim for this. I want your equipment out of my home immediately.

NEVER USE! This is my and my daughter's experience after a fire at her townhome: We last communicated with them on January 4, 2018, when they told me that they would set up a day and time for me to come view my personal possessions removed from my town home on November 20, 2017. It has now been nearly a month and we have heard nothing.
This comes after months of phone calls and emails to Servpro of Bellaire regarding broken promises by several employees.
To recap: I called Servpro of Bellaire on November 19, 2017, after a fire at my town home complex. My unit did not have fire damage, but did have water damage to the second floor and smoke damage throughout. Servpro of Bellaire came out that evening to estimate and schedule the project. He told us:
1. Servpro would come the next morning and the team would photograph EVERY item before removing or at the warehouse before storing.
2. Servpro did not and would not remove any textiles such as clothing (Including shoes and purses), area rugs, linens, drapes, etc. Those items would be removed for cleaning and storage by another company we contracted with, First Team of Houston, who arrived at the same time and worked at the same time as Servpro on November 20.
3. We would receive a detailed inventory with photographs of my removed items a few days after you removed them.
4. The estimate for removal, cleaning, and three months of storage was 12-$14, 000.00. This was after your estimator/supervisor, Eric, walking through making a detailed inspection of my two bedroom town home. Randy, who represented himself as the owner and manager, also gave this estimate.
5. Servpro would not dispose of items damaged and not cleanable without my permission and without my being able to see the items since some may be of sentimental value.
What has happened is that the photographed inventory was not provided for weeks and only after many phone calls and emails. Many items were missing, mostly expensive designer clothes purses and shoes. Some items were listed on both the "cleanable" and "total loss" inventories and seem to have been damaged when thrown into boxes by Servpro. Servpro inventory showed empty expensive designer shoe and purse boxes I kept those items stored in, but not the items. Items that were not damaged and some that I had stored in sealed plastic tubs in areas not affected by the smoke and water were listed as a "total loss". My insurance company was billed over $23, 000.00 without informing me that charges were 60% over what I was quoted. Items in my garage which was not affected were removed, including my washer and dryer which were not damaged, and like my other large appliances Servpro did not take, did not need to be cleaned or removed.
I was called at work on December 18, 2017, and told that I must come that day to see my "total loss" items or that I had to pay additional storage or Servpro would throw them out that day. When I told her I would come, she then said I could not come to the warehouse and refused to give me the address.
Servpro demanded that I pay extra for storage, when the bill paid by my insurer included three months of storage.
My medications were taken in spite of Serpro saying they "cannot take medications and store them" which of course is appropriate. But they were taken and listed as "total loss". This is in spite of the fact that other items that Serpro said they could not take, such as bottles of wine and food in the pantry, were boxed and left at my town home.
I have many pairs of glasses, all kept in the same drawer in my bedroom. Some are prescription and some are very expensive designer sun glasses kept in their original cases. They were taken and I had to make several calls requesting that these be delivered to me. I was at first promised all this was on the way that day, then that it would be a couple of days, then that it was packed and would take a while to find. Finally a delivery of a bag was made to my temporary apartment. While my prescription glasses were delivered, the designer sun glasses were not. After many calls and my accusing Serpro of theft, the sun glasses were delivered weeks later. BUT the cases, which in thier own photograph prior to removal look like new, were scuffed and the ear pieces on the glasses had been damaged as if the glasses had been used, carried around, and the ear pieces chewed by the wearer. Some of these glasses have a value of $500.00 each.
It is curious that the missing items, like the sun glasses, are all expensive designer items which I kept, like new, in their original boxes.

I have been in contact with a Kristian Furbush [protected]@servproofthehillcountry out of your Hill Country office from Comfort, TX over the phone and by email about an incorrect billing statement that she sent to me via email. The bill contained several alarming miscalculated, misrepresented, and false charges that I brought to Ms. Furbush's attention. She was unwilling to discuss over the phone, taking a very impolite attitude and hanging up on us 4 times. I emailed her with our concerns and she replied with a very unflattering version of business practices that were not initially outlined at the start of your services with us. I seek your help in coming to an amicable conclusion in settling our bill or offering some assistance in this matter before taking any other action.
Thank you, Dustine Aubertin
[protected]@yahoo.com

My wife and I live in Ellicott City, MD where saturday July 30th we suffered a major flood in our basement which was over 6 feet high. My called Serv Pro the next day and on Monday August 1st around 3pm a private non Serv Pro car pulls up in the driveway. I came out to greet the person but kept me standing there for 10 minutes until I walked up to the car and he said I'm on the phone. He finally introduces himself as Ken from the Plymouth Massachusetts store. Upon walking in he says "I don't know if I can help you". He hadn't even seen the damage yet. We walk down to the basement and he tells us it would probably be $4500 to do the work and he needs $2500 upfront because he has 8 people ahead of us. We ask him for a written estimate for our insurance and he declines, walks back upstairs and leaves our house. How rude and unprofessional.

Like it never even happened? Yeah, you'll wish it never even happened if you use Servpro of West Jordan!

I took off multiple days from work so that they could do the job they were hired for, had scheduled appointments, but they never showed up for two of them.

They damaged and $800 armoire when they moved it.

They padded their bill by:
- Overstating the size of the rooms they were cleaning.
- Overstating the amount of padding they put back in.
- Overstating the amount of material they removed, and then billed for 1/4 truck load of
debris when they didn't even fill one garbage bag and then that bag went in my garbage
can.
- Added extra equipment to the bill.

Go elsewhere for disaster cleanup or watch them extremely close if you use them!

The lady from this office called me and told me never to call servpro again. And that shewas not going to get us new cabinets. And she was not going to do anymore to our house. I told ber she was rude to me. She said she did not care. I ask if bbermanager wwas there. She said she was a manager from that office. I had to hang up on her. Cause of this problem. I think this office should make it right with me.
Cause it was wrong for her to talk to me the way she did!. At this office. Her name was michelle. At this office. She works for servpro.

We have had enough, no homeowner deserves this kind of business practice and fraudulent intentions. This is a high level review of the actual problem.
Let’s start from the very essence of their business model. The founder is an accountant who did not have any construction remediation training or background. Franchise owners are not required to be certified or adhere to any particular standard of training, they just have access to resources given they know how to read, have comprehension of material, and actually spend the time investing in the knowledge. The business model is one that customers are forced to seek assistance in a time of panic, confusion, emotion and many times unknowns. Majority of the customer base has never had to deal with the situation they are forced upon.
Servpro has good brand recognition and with an industry that is very fragmented, Servpro may be the only name the customer even recognizes. The customer calls and the dispatcher on the phone is trained to put the customer fears at ease, make claims and promises of expertise and their ability to come in and make it "like it never happened."

RED FLAG WARNINGS FOR SERVPRO CUSTOMERS
First and foremost, it is important to understand that they are licensed contractors who fall under requirements by your state contractor's board. Double check that they are licensed and that they have the appropriate certifications needed for your particular problem. Next, read the contract in depth before signing. Here is a list of problems with their contract and without amendments, do not move forward.
1) DO NOT SIGN A CONTRACT WITHOUT A PRICE: A good faith estimate is required by the contractor's license board and many franchise owners try and get around this requirement by making clauses that the price is hard to determine or can change based upon actual damage, that is true with any repair, but you would not drop off your car off for repair without some estimate of the cost. There is not special rule for them or for emergency repairs that eliminates your right as a consumer to make decisions with all the information.
2) DONT RELEY ON YOUR INSURANCE COVERING EVERYTHING. They may try and tell you that your insurance will cover everything or that they work with your carrier all the time, but the simple truth is that they will take the insurance coverage and balance bill you too. Without a clear contract price negotiated, you are up a creek with no paddle because you just wrote a blank check.
3) DO NOT ENTER A CONTRACT WITOUT A START AND STOP DATE: If there is not a spot on the contract, write the agreed upon start and stop on the contract page with the signatures and both you and Servpro need to initial next to it. One of their little games that will cause you major problems is they run multiple jobs at the same time only working on your property in little chunks of time which actually extends the completion of work. Another way they get around this is adding an approximate days of project. For instance they say 6 days but do not add that they do not work on weekends, and the 6 days are not consecutive. Possibly only showing up one or two days a week.
4) ONCE PRICE IS AGREED, ONLY MAKE CHANGES IN WRITING: The contract may say that all changes need to be in writing but by actions if you and the contractor proceed with changes, additions, extra work, etc. without putting them in writing, you are essentially waiving that part of the contract by action and opens the arena up for Servpro to add more gravy to your final bill.
5) THEY ARE A DEMOLITION AND LABOR CLEAN-UP COMPANY: Their expertise is not re-building and the contract work for the re-build is just extra gravy for them. I highly advice to keep your remediation and re-build separated. This provided a check and balance if they did not complete the work to industry standards.
6) KEEP A RECORD LOG: Do not rely on Servpro to keep records for you. Record when they show up and when they leave. Record who showed up and the work that they performed that day. Record any new materials that were brought each day or any new changes that are observable after they leave. Have a third party take pictures throughout their work progress.
7) GET AN EXCELL DOCUMENT READY TO AUDIT THEIR BILL: Many parts of their fraud are around their billing practices. They attempt to use insurance adjuster software to calculate the cost and billing of the work they did for you. Problems that you will have is that the bill is very hard to understand and actually calculate what they are billing for because each and every task, material or item is broke down by room, and then further broke down by area. For example is they clean your floors thought your home, you may see floor cleaning on your bill 20 times in fragmented areas of the bill that may not even make sense. Get an excel spreadsheet and break all the information down so you can sort it by actual function and make sure you are not being overbilled.
8) EQUIPTMENT CHARGES: If might be important to note that you may be charged more for use of their equipment that it would actually cost you to buy your own machines. We have spoken to numerous customers that were charged over 5K in equipment charges because they billed them for each day of use including the days that they did not show up for work. Also, look for filter charges that you should not be charged. Filters are part of the use of equipment and they do not replace after every customer use. This is not industry standard and do not get fooled by this little trick.
9) BETTER YET, DO NOT USE SERVPRO I caution others about the business model and practices of Servpro. We have spent time researching and speaking to former Servpro customers about their experience and we are hearing the same stories over and over. We do understand that every franchise is independently owned and operated but would like to state that the core business model is over charging for $12 labor and cleaning services.

We are seeking to learn more about Servpro Customer problems and how we can join together to add some standards to their business practices and stop this business model from continuing. Please contact us at [protected]@gmail.com or on Facebook search for Servpro Frauded Homeowners

I just purchased a voucher from servproofbellingham.com for carpet cleaning. But when I booked the appointment they said they are not accepting voucher. Then I sent an email to get a refund and I got auto response that my mail reached and they will get back to me in 2 days and there is no single mail from them till now eventhough I sent lot of mails again and again. I need refund as soon as possible.