I filed a claim on Feb 14. After a brief initial visit on Feb 20 to take photos and measurements, the project spiraled into chaos. Demo began March 26, but drywall -- scheduled for April 2 -- was delayed repeatedly. At nearly every step, I faced miscommunication, unclear timelines, and zero accountability.
On April 4, the team was rushed, rude, and dismissive. They failed to identify moldy, unsalvageable flooring -- a mistake that set us back another week. It wasn't until the franchise owner visited on April 11 that this was finally acknowledged. I provided replacement flooring info that day. But by April 30, Servpro still hadn't sent a quote to my insurance. Only after I followed up directly did Servpro suddenly "finish" it.
Even after approval on May 7, they forgot to deliver drywall before the installer arrived May 14. No call. No apology. I had to follow up again, setting a completion date myself.
Then it got worse: a Servpro employee walked directly into my home without knocking, startling my dogs and upsetting my wife. His response? "I've been here before." No respect for our space or safety.
Tile and painting were delayed due to more scheduling failures. On May 28, flooring arrived but Servpro again miscommunicated with painters, who were left waiting without materials. The subcontractor even had to fetch the tile himself. More wasted time. More frustration. Finally, tile and paint were completed June 4 -- nearly four months after the claim began.
The subcontractors (drywall, paint, flooring) were excellent. They showed up, did quality work, and were respectful. The real issue is Servpro's management. Disorganized, unprofessional, and totally indifferent to how much time and energy they wasted.
The only thing they moved fast on was collecting the $1,000 deductible during the final walkthrough.
Bottom line: Servpro showed no urgency, no ownership of mistakes, and no regard for the customer experience. I was left rescheduling my work, chasing updates, and managing the project myself -- the very thing I hired them to do. If they were stretched thin by wildfire recovery, they should not have taken on this job.
If you want something done right, hire anyone but this franchise. Servpro's internal chaos caused unnecessary stress, delays, and inconvenience. I cannot recommend them. read more