An absolute joke of an experience. If you experience a major disaster in your home, do yourself a…read morefavor and call a reputable local company. My experience with ServiceMaster was incredibly disappointing and aggravating.
After sending SIX employees to my home and spending nearly FOUR HOURS conducting a completely disorganized assessment, ServiceMaster left promising an estimate the following afternoon.
Six days later? No estimate. No follow-up. Nothing.
We experienced a severe upstairs water leak overnight that went undiscovered until morning. By then, multiple rooms on both floors had suffered extensive damage, including portions of the garage ceiling collapsing.
After contacting my insurance, I researched restoration companies and chose ServiceMaster based on their reviews. They sent someone within a couple of hours. Unfortunately, that was the only impressive part of their service.
The first employee arrived without introducing herself, explaining the mitigation process, or offering any reassurance that they could handle the situation. I had to ask how she intended to proceed. She casually suggested starting upstairs and began taking pictures and moisture readings.
About an hour later, three additional employees arrived. No introductions or explanations, just three workers who said they'd been sent over. They went upstairs, asked what they should do, and were instructed to bring in fans and start working on the flooring.
I immediately stopped them. I hadn't authorized any work and wanted to understand the scope, process, and estimated cost before signing anything. I was told they could begin immediately if I signed a work authorization. I declined, explaining that nobody had even outlined what they intended to do.
The additional employees were then assigned to help take measurements.
Thirty minutes later, TWO MORE employees arrived. Again, no introductions. When I asked why they were there, they seemed unsure themselves.
Now I had six employees wandering throughout my home with no apparent coordination, leadership, or organized plan.
They repeatedly moved between upstairs rooms and the garage, taking measurements with no obvious system. Several spent considerable time standing around. They repeatedly left exterior doors open. While nobody was outright rude, the entire operation appeared inexperienced, poorly supervised, and unprofessional.
After approximately 3 1/2 hours, I found two employees who had been talking in my laundry room for about 20 minutes. I asked how much longer they needed. The employee who seemed to be in charge said another 30-45 minutes because they were entering information and STILL needed additional measurements.
My wife finally had enough and told them to finish up. Nearly four hours had passed, and we still had no clear explanation of the proposed work.
As they left, I was promised an estimate by the following afternoon.
Six days later, I'm still waiting. Not one call, email, or follow-up.
Fortunately, after watching this operation unfold, I contacted a local restoration company in Conroe.
They arrived while ServiceMaster's six-person team was still at my house.
The difference was astonishing.
ONE representative introduced himself, thoroughly explained the mitigation process and insurance procedures, and immediately demonstrated professionalism and competence. He inspected the damage, took photographs and moisture readings, and used FLIR thermal imaging.
He completed his entire assessment in approximately 30 minutes.
He promised a detailed estimate and work authorization within two hours. Exactly as promised, it arrived by email, clearly outlining the proposed work.
One person accomplished in 30 minutes what six ServiceMaster employees couldn't accomplish in nearly four hours. And unlike ServiceMaster, he actually delivered an estimate.
That local company earned my confidence and my business.
Based on ServiceMaster Restore Northwest Houston's disorganization, lack of professionalism, and complete failure to follow through, I would never trust ServiceMaster in my home again.
