One star is generous. I am disgusted by SERVPRO of Huntsville's lack of communication,…read moreaccountability, and credible documentation.
A SERVPRO representative initially came to our property. I asked when the crew would return, but instead of answering, they began crawlspace work on their own schedule without telling us it had started. We received no proper quote, written scope, or clear authorization to review beforehand. We discovered work was underway only when someone unexpectedly appeared in our yard to access the crawlspace.
For weeks, we received almost no updates about when they were coming, what they were doing, what they found, or whether the area was dry. The first meaningful contact came when someone wanted to discuss an invoice.
I told them the job was obviously incomplete: their equipment remained in the crawlspace, the moisture barrier was still up, insulation had been pushed through an opening near the vent, and the area had not been restored. They did not respond. They sent the invoice anyway.
After being invoiced, I inspected the crawlspace myself. There was literally a puddle near the entrance, along with soaked insulation, trapped moisture, and visible mold that created an obvious health concern.
I called extremely upset and requested that the owner inspect the damage and apologize in person. I was told he was on vacation and was directed to the service manager. They sent a crew lead described as one of their best, who initially told me everything read dry and nothing was wrong.
Only after I showed her photographic proof did she return to the crawlspace and acknowledge finding what she called **"a sopping area."**
I then authorized SERVPRO to return and properly complete the re-dry. They supposedly came back while we were out of town and later described the remaining work as a "touch-up." To this day, we do not know how many times they returned, who was there, what they actually did, what materials they tested or replaced, or whether the crawlspace is genuinely dry.
SERVPRO claims it retested, but we have received no moisture reports, drying logs, photographs, visit records, or final inspection documentation. An unsupported claim from the same team that declared the area dry before finding a "sopping area" is not credible verification.
The service manager eventually stopped responding. I heard from the owner once, replied, and never heard from him again. No explanation, no apology, and no proof that the work was completed correctly.
The only communication SERVPRO has handled consistently is sending the disputed invoice.
They began without properly communicating, left standing water and saturated materials behind, denied there was a problem until I produced photos, failed to document the supposed re-dry, and now ignore my concerns while continuing to bill me.
I would never trust SERVPRO of Huntsville to accurately determine whether a property is dry, communicate transparently, document its work, or stand behind a job once the invoice has been issued.
Editing based on owners response - even more corrupt and incapable of completing customer service than imagined - hiding behind "I said his" after their team left my home in jeopardy. DISRESPECTFUL AND DISCRACEFUL
