Servpro did the water remediation when we had a flood two months ago. They were eager to remove…read moreeverything, even stuff that was not wet. They chipped the quartz backsplash when they tore it off the drywall. They did not take care of the cabinets and managed to crack them upon removal. They removed more flooring than necessary. One of the workers told me, "Good news is that the flooring in the closet is totally dry and I won't have to remove it." Then an hour later, the other worker came in and removed three more rows of planks and couldn't get it out from under the closet dressers and shelves, so he twisted and snapped it off leaving damaged flooring that would require us to tear down the closet organizers to fix the flooring properly. The closet wasn't even wet and they never put any fans or dehumidifiers in there to dry anything out...further proving that the closet was dry and the flooring did not need to be removed.
After 10 days, our house was finally dry and ready to be put back together. Servpro was hired by the insurance to rebuild our house. On the first day, the drywall contractor informed me that they were not going to replace the insulation we previously had in the walls because that wasn't included in the estimate, so they would have to charge extra. We agreed to pay extra for the insulation in the walls as we wanted the house put back together the way it was before the flood. Then a few hours later, I came to check on the progress and found that they put normal drywall in the laundry room behind the washer and dryer. I told them that it needed to be mold, water, and fire resistant drywall. They told me "that will be extra" and I told them, "no, that is standard and as a drywall contractor, you should know this!" I called my insurance and complained. Servpro office called me right away and said that they would replace it with the correct drywall at no additional charge. After that, I asked the contractor if he added the insulation in the walls before hanging drywall. He very rudely said, "Yes, do you want me to prove it?" So I responded, "sure!" He proceeded to unscrew the drywall and show me. Low and behold there was NO insulation. So he quickly shoved some in the wall and said, "see!"
At this point, I had lost all faith in Servpro. They not only tried to nickel and dime me over insulation, but then lie to me and said that it was done when it hadn't been. The next time they came, they were late showing up and so disrespectful. I called the Project Manager, Diko, to talk to him about the paint and the estimate. According to the estimate, they were going to repaint each room, taking down light fixtures, mirrors, and robe hooks that weren't even on the wall with the drywall repairs. I verified with him that he would be repainting the whole room and he said, "no, we will just blend/feather in the paint and try to match it as much as we can." I told him that I read the estimate and that they billed the insurance to paint the entire room. He seemed surprised that I actually read the estimate and then said, "if we can't match the paint, then we will paint the whole room." I said, "no, you will paint the whole room because that's what you billed the insurance for."
After much frustration and a deep lack of trust, I called the Servpro office and asked them to finish the drywall portion and get it ready for texture and we would hire our own contractors to texture and finish the re-build. I didn't want them at my house anymore. The drywall contractor cleaned up and started to leave, but I told him he still needed to tape and mud the laundry room. He tried to argue that he was done. So again, I had to call the office and they told him to come back and finish his portion of the drywall. He came back, quickly applied tape and mud and then left.
Servpro sent over the final billing and they had billed for more than what they completed. We still had drywall that was unpatched, corners that had tape, but no mud, most of the drywall was not sanded, and nothing was ready for texture. After going back and forth several times, they lowered the price by only $100. I sent them a check which was delivered a few days later. I called two weeks after sending a check and asked for an Unconditional Final Release and they claimed they never got the check. So I called my bank, issue a stop-payment, then hand deliver a check to get the Unconditional Final Release.
Servpro was horrible to work with. If you're not watching them, they will try to cut corners so that they don't have to do the work, but they will bill you for it anyways. They will nickel and dime everything. The original estimate will not be what they will actually charge you to complete the job correctly. And the final kicker, they will charge you extra on the invoice to pay online as a "convenience fee." I wouldn't recommend this company to anyone.
