SERVPRO Reviews

Steven ** and his team demonstrated outstanding communication throughout the entire mitigation process. Every phase was explained with clarity, every question was addressed promptly, and we were kept fully informed from start to finish. Their transparency and responsiveness transformed what could have been an overwhelming experience into one that was organized, reassuring, and well-managed. Equally impressive was the team's efficiency and meticulous attention to detail. They arrived on time, worked diligently, maintained a clean work environment, and treated our home with the utmost respect. Their commitment to excellence was evident in every aspect of their service.

It is increasingly rare to encounter a company that combines operational excellence with genuine compassion for its customers. SERVPRO of Northeast Charlotte exceeded our expectations in every respect, and we are sincerely grateful for the care and professionalism they provided during a difficult time. Without reservation, I highly recommend SERVPRO of Northeast Charlotte to anyone in need of water damage mitigation or restoration services. Their integrity, expertise, and unwavering commitment to customer satisfaction set a truly commendable standard of excellence.

Instead of sending the invoice to me for review, the project manager sent it directly to my insurance adjuster. When I raised my concerns, the project manager continued directing the discussion to my adjuster rather than addressing my questions directly, even though my husband, my adjuster, and the project manager were all included on the same email thread, and I was the homeowner who was present during the mitigation work. My advice to homeowners is to document everything, take photos, keep detailed records, and carefully review invoices before they are submitted to your insurance company. Based on my experience, it’s important to ensure the billing accurately reflects the work performed.

I signed a contract in October 2024 with a completion date of November 15, 2024. They took my deposit immediately and then disappeared. For months I had no functioning bathroom and received zero communication from SERVPRO despite my repeated attempts to reach them. They never told me their project manager had died and simply let my project collect dust while I waited. Months of silence. No reassignment. No accountability. Nothing. When they finally showed up, the tile work was so bad it had to be torn out and redone multiple times. We are talking about a professional restoration company that could not install basic tile correctly on the first attempt, or the second. The photographic evidence of their workmanship is genuinely embarrassing.

When I raised these issues and pushed back on the final invoice, which arrived six months after the contracted completion date and included charges I was never invoiced for during the project, they responded by threatening me with attorney fees, late fees, and legal action. Then they actually followed through and filed suit against me in court, represented by an attorney, apparently convinced they could bully me into paying in full for a job they delivered five months late and half wrong.

They were wrong. I filed complaints with the Maryland Office of the Attorney General and the Maryland Home Improvement Commission, prepared a full defense, and was ready to walk into that courtroom. Case No. D-01-CV-26-019615, District Court of Maryland for Baltimore City. Look it up. They dismissed the case and settled for the $2,000 I had been offering them for over a year. The same number I put on the table long before lawyers, court filings, and months of stress were ever involved. They chose every single one of those steps rather than simply do the right thing.

This company will take your money, vanish, deliver substandard work, blame you for their failures, threaten you with litigation, and ultimately fold the moment you stand your ground. The only reason to hire SERVPRO of Howard County is if you enjoy fighting for basic accountability from people you are paying to do a job. There are honest, professional contractors in Baltimore. Find one of them instead.

While I was still recovering and in physical therapy, SERVPRO was hired for the cleanup and restoration. They said they worked directly with insurance and would handle everything. I never received a proper estimate or contract. Insurance approved roughly $30,000 for the work done, but I was charged nearly $100,000 — described to me as a deposit. I paid because I wasn’t in any shape to question it. The team was only at the house for a very short time.

Two years later I returned to black mold everywhere, animal infestation, water/freeze damage, and big structural problems. Getting answers or paperwork was extremely difficult. They eventually told me they got a cancellation email from an address I don’t own. No verification call. When I said it wasn’t me, they stopped work and walked away. This left me without stable housing for over a year (couch surfing then a basement). I tried suing on my own and the case was dismissed on a technicality. If you ever need fire or water restoration, insist on written contracts, multiple bids, and document everything. I wish I had.