ServPro
Reviews and Complaints

It has been 1 year since SERVPRO took all of our personal belongings. We have attempted to contact SERVPRO on numerous occasions starting 2 weeks after SERVPRO took our stuff and for about 5 months after attempting to get our things back. We have had the opportunity to thoroughly review the billing totaling $8726.96.00 which SERVPRO provided to us last week. (April 2010) We have some concerns as outlined below:

Line item 4: You have two TV/VCR combo's listed when in fact there was only one.
Line item 7: You have two VCR's listed when in fact we have only one.
Line item 57: This lists two child rocking chairs. Then, you are charging us again for the same two child rocking chairs on line item 78.
Line item 110: These are the multi-colored floor tiles in the play room. We paid $20.00 for these at Costco. You are charging us $123.42 to clean them.
Line item 9: You are charging for cleaning two desks when in fact you only took one desk.
Line item 16: You are charging us $150.00 to clean a TV purchased in 1993 and then $75.00 to clean another TV from the same room that was the same size. Why the price difference?
Line item 17: You have 3 DVD/VCR combo's listed when in fact we only owned one.
Line items 23, 82 and 87: You have listed as Bookcases. We do not own a single Bookcase.
Line item 88: The old yellow refrigerator. You never took this to be cleaned, yet you charged for cleaning it.
Line item 54: The microwave is mounted in the home over the range and was never removed or cleaned, yet you charged for cleaning it.
Line item 100: You never removed or cleaned this item yet you charged for cleaning it.

It appears to us that SERVPRO never intended for us to see this itemized list, as you refused to provide it to us until we went to the SERVPRO corporate office, and even then it wasn't until our meeting last week that you provided it to us. We still have not been provided with a list of items for our insurance company that you removed from our home that you considered irreparable and destroyed or disposed of.

With the exorbitant fees, repeat charges, and charges for items that are non-existent, it appears to us that SERVPRO'S actions are criminal by attempting to defraud or insurance company. This matter will be forwarded to the states Attorney Generals office, the local Prosecuting Attorneys office, The BBB, and the Federal Fair Trade Commission for them to determine weather or not criminal actions have indeed transpired in this case as well as others you have been or are currently involved with.

Servpro was the worst company ever. I will never hire them again. They totally overcharged my insurance company and collected high estimates and did the crapiest job ever. They were good at first, keeping me updated about appts and when someone would be working, but that all changed. When they did the final walk thru, I pointed out numerous things that needed to be fixed still. The carpet was installed horribly, when I vacumed the first time, the entire carpet came up at the corner seem. They also left glue marks in our cparpet upstairs. When we refused to sign off on the final work until it was done, they become nearly impossible to get ahold of. The girl at the front desk refused to transfer us to a manager becuse one was "Never Available." They glued together old molding that had cracked, even though my estimates showed that they were paid to buy new molding. The work looked like my 5 year old did it. You can still see the water seem in my celing. Be ware, this company will scam you and your insurance company for the insurance money!

I feel that the business practices of Servpro of Freehold, NJ are completely dishonest and I feel they are preying on the unfortunate losses of the recent floods in NJ. I was not presented with any cost information or warning that there were different charges for weekends vs. weekdays. Had this been openly presented to me I would have waited until a week day or sought alternative resources.

The customer service person that was seeking payment from me was rude and kept trying to reason with me that insurance was paying anyway. This did not matter to me, I would rather keep my money then give it to Servpro.

I will be contacting the better business bureau on this matter as well.

We had a puppy who refused to become potty trained, so we found her a better home, and called ServPRO to clean our carpets, that were less than a year old. When I spoke to the office manager about what they could do for us, and if they could eliminate pet odor, she informed me that pet odor is difficult to get out but that they should be able to make it better, and if the odor still remained they would come back out until I was satisfied, also after being questioned she informed me that the service techs move all furniture so we had nothing to do. We moved much of the furniture anyhow to make the job easier and quicker for the cleaners. So the day of cleaning the cleaners were prompt and on time, and nicely smelling of freshly smoked pot, they started cleaning and made sure to move furniture when I was standing in the room, but didn't move anything that was a slight inconvience for them if I wasn't around (such as childrens bed). They applied the "pet urine odor remover" only in the areas that were in the main areas of the room, not too helpful since the pet would tinkle in corners etc. We even had to ask them to get some areas before they left. An hour and half later they left, after "cleaning" 3 rooms and a hallway. After we inspected, we found many stains and areas not even wet from shampoo, so I called ServPro back as my fiance was on her hands and knees scrubbing a couple stains. They sent someone back immediately, this was the part of thier service I will compliment, the Technician came in and wore booties on his feet (which the first 2 techs did not) cleaned the stains, looked for more informed me of the products they have and how they work. He was very good. Se spent 2 hours just re-doing what the first 2 already had done.

Now the next day..the carpet smelled just as bad if not worse as it did before they came, almost like it spread the bad smell, when I called them they put me through to the Service Manager, where he told me that maybe I need to rip my padding out to get rid of the odoer, where I explained to him, his Company had did their job correctly (after the second try) but that their service doesn't seem to acutally eliminate odors, and if I was informed that it wouldn't have worked, and that I'd have had to RIP my padding out, I wouldn't have hired them, I'd have paid to have my Padding RIPPED out, so he transfered me to the office manager who told me that she never gauranteed anything, and said basically that I was lying. She asked me what I wanted, I told her I didn't want to pay, but that I expect she wouldn't grant me this because they have labor hours to recoup, again she asked me what I wanted, so I said half off would be fair, she informed me there was no way the owner would go for half off and that 30 bucks off was all she could offer, so I told her fine and hung up.

I understand they do an ok job w/ restorations, but perhaps carpet cleaning shouldn't be there thing, or at least they shouldn't gaurantee things just to retract their gaurantee..maybe I need to ask for it in writing next time..haha buyer beware I guess..I wouldn't recommend this company to anyone soley on how they approached my concerns.

Serv Pro has either:

1. Cancelled the appointment
2. Not shown up to the appointment
3. Shown up over a half hour late to the appointment.

Not ONCE have they been on time. They are impossible to get a hold of. They don't finish their work. They took my money and ran. Very displeased.

Do not use them, even if State Farm recommends. Find your own help!

After a small fire in my 700 sq ft duplex unit, somebody recommended Servpro . My insurance policy limits were $20, 000 -which of course, they knew. four months later I finally got a new place, moved in and figured I was done with Servpro. Nope. Three months after my move they produced my bill for cleaning, packing, storage for 4 months : over $15, 000.00...twice as much as my total lost items. My insurance company was obviously not paying attention. My insurance company will not cover the total bill. Guess who they are going to come after? Do NOT sign the agreement that you will pay anything you insurance does not pay. Do not trust Servpro to work with your insurance company on your behslf.They are not honest and it is quite the racket they have going. Good luck and hold on to your pocketbook.

We called Servpro of ROckville/potomac for cleaning after our ceiling fell in. I was told there was a $100 fee for the estimate- and prior to them coming I SPECIFICALLY asked about HVAC service, drapes and mentioned area carpets. I actually asked several questions (which were answered as if that service could be done withe the other services provided by servpro)about HVAC cleaning as we are trying to coordinate this with other things in the house and don't want the rest of the house getting dusty when HVAC cleaning done. So when I get the estimate it doesn't include any of these things and when I called Josh, the manager he says "oh, we outsource those things, they are separate" so they can not be done the same day and were not included in the price given to me. NEVER did they mention this before coming to my house- for which thety are going to charge me $100. The estimate they gave me includes stuff my regular housecleaner could do and cleaning my couch- THATS IT! How is this "like it never happened" or complete service as they advertise on the website?

Now not only do I have to wait longer to get all my work done b/c I wasted four days waiting for servpro to come and then give me an estimate (and now other vendors booked further out) but I have to pay them for the waste of my time.

I recently had a pipe break in my house and unfortunately called Servpro of Bellaire to do my water remediation. The office manager/owner Christiana Nolander stated they already had enough business and when I stated that my insurance company required me to mitigate my loss she finally agreed and stated that she was doing me a favor. They came out for 2 hours and removed my damaged carpet and left a fan for 3 days for my 1, 400 square foot house. They wanted to leave the fans for an additional 3 days because they moisture tester show a very minimal reading of moisture in a wall and when I rejected this they threatened they would include that I rejected the fans in their report and my insurance claim would be denied; which they did put this in my report to the insurance company. I called Servpro after two weeks of them coming out because my insurance company kept asking me for Servpro’s estimate and report. I called Servpro and they continued saying it should be finished “tomorrow” so I kept calling day after day since they always said it would be finished. After a few weeks of this the owner, Christiana Nolander got on the phone and again stated that she only took the job as a favor and wished she hadn’t if she knew that it would be this much trouble. I stated my insurance company will not pay until they received their report and she stated they will get to it when they can. I received my report and invoice a few weeks later which was over $3, 500. A fan that was put in my kitchen was knocked over and clipped a tile and when I let her know of this she stated “yeah right”. Please if you ever have water or mold damage do NOT call Servpro of Bellaire! Caveat emptor “Buyer Beware”.

During the recent flooding in Houston, I used Servpro of Bellaire to help me with the flood damage. The owner, Christina is a mess. She has to be the strangest, most difficult to understand, pushy, used-car salesman type person I have ever spoken with! She makes no sense and she seemed like she was on something and just kept saying the same non-sense over and over. The crew was all nice and very courteous. I asked about a supervisor and was told that he was on vacation and the interim supervisor Donald or Don or Donnie something would be by to check on things. He never appeared nor returned any of my phone calls. In my advice, do NOT use this company for ANYTHING! They are extremely unprofessional and I am lodging a complaint with the BBB and calling their corporate office. However, given some of the other complaints listed on this site about Servpro, I doubt it will matter.

Hired by our insurance company the crew did not do what they said they would do and they put delicates ( glass, ceramic etc ) all heaped together. They put a small flat screen tv by itself unwrapped into one box then proceeded to heap other boxes on top of it in the Pod. Other complaints, but suffice it to say apparently thet are robots and don't think. I would love to go to their house and start throwing around their cherished posessions and salvagable items like they did mine. If I could have hired a service and had done the research this company would not be considered as other reviews are vastly negative.

ServPro was hired to clean our home after a fire. The Co quoted a bid and after discussing that it included cleaning duct work and vents, but they were replaced by another Co-for new HVA, they declined to remove that charge. They did not clean total number of rooms in the house and continue to send me a bill after I paid for the services that they did accomplish. My credit card was stolen by one of the workers and charged almost $3000 on it which is fraud.