SERVPRO Reviews

Evan, thank you for your leadership and for making sure everyone stays on schedule and keeps moving forward. Your guidance and organization make a difference. And to Macey, Raven, Traci, Ivy, Arthur, and Brandon, thank you for everything you contribute. Each of you brings your own skills, talents, and commitment to the team, and it is appreciated. I truly enjoy working with all of you. Thank you for your hard work, your teamwork, and your willingness to give your best. Keep inspiring others through your skills, dedication, and passion for what you do. Thank you all for making a difference!

I could have not asked for a better crew. I had to speak with the billing department twice, and they easily clarified things that I didn't understand. They also were helpful and very polite. Everyone who worked in my home was respectful of my home (taking off shoes..) and answered all my questions with patience. I highly recommend this company to everyone.

Let that sink in: MORE THAN TWO YEARS. Completion dates were repeatedly pushed back, expectations were repeatedly changed, and communication was consistently unacceptable. Instead of SERVPRO managing the renovation, we felt as though we were managing SERVPRO. We had to send countless emails, make repeated phone calls, chase people down, and contact different individuals within the company simply to get information about what was happening in our own condominium.

That is not project management. That is the customer doing the project manager’s job. THE PROJECT MANAGEMENT WAS A MAJOR FAILURE. Our assigned project manager was one of the biggest disappointments of this entire experience. The lack of communication, follow-through, organization, and accountability was completely unacceptable. We were repeatedly left wondering what was happening, when work would actually be done, and why deadlines continued to disappear.

Even more concerning, there were times when the project manager was personally performing painting and other work inside our condominium that, in our opinion, should have been handled by appropriately qualified professionals. After watching this renovation unfold piece by piece, it became increasingly difficult to feel confident that we were receiving the professional renovation service we were promised. It felt piecemealed together rather than professionally executed.

OUR PROPERTY WAS NOT TREATED WITH THE RESPECT IT DESERVED. This is perhaps one of the most infuriating parts. When you are renovating someone’s home, you should treat that property as if it were your own. Unfortunately, that was not our experience. A brand-new sink that had been installed was damaged, and our new range was not properly protected during the renovation.

These are not insignificant details. These were NEW items in our home. Properly protecting newly installed fixtures and appliances should be one of the most basic responsibilities of a professional renovation company. We should not have had to worry about whether the people working in our home were going to damage something that had just been installed.

TWO YEARS OF DISRUPTION. The timeline has been devastating. Because this renovation dragged on for more than two years, we were forced to deal with the nightmare of moving from rental to rental while waiting for our own home to be completed. Think about what that means: packing, moving, unpacking, traveling, coordinating, paying for temporary housing, waiting for updates, receiving new completion estimates, and then watching those estimates get pushed back again. And again. And again. The amount of unnecessary stress, inconvenience, travel, time, and expense this has created for our family is difficult to put into words.

COMMUNICATION? EXTREMELY POOR. One of the biggest lessons we learned from this experience is that silence appears to be part of the project-management strategy. We shouldn’t have had to repeatedly ask: “What’s going on?” “When will this be completed?” “Why hasn’t this been done?” “Who is responsible for this?” “When can we expect this to be finished?” A professional company should be communicating these things to the homeowner before the homeowner has to ask. Instead, we were repeatedly forced to chase information.

THIS WAS NOT THE PROFESSIONAL EXPERIENCE WE PAID FOR. We understand that renovations can have unexpected issues. We understand that construction can involve delays. What we do not understand is how a renovation can stretch beyond two years while the homeowner is repeatedly left chasing information, dealing with inconsistent communication, watching completion dates get pushed back, and seeing newly installed property damaged or inadequately protected.

The most frustrating part is that this entire experience could have been dramatically different with competent project management, proper communication, accountability, qualified workmanship, and basic respect for the customer’s property. We are now finally approaching the closing stage of this renovation, so this review is not about trying to have the project manager replaced. It is about documenting our experience.

And our experience was this: Northeast Miami SERVPRO failed to deliver the level of professionalism, communication, organization, accountability, and respect for our property that we reasonably expected. After more than two years, we should be celebrating the completion of our renovation. Instead, we are left looking back at an exhausting experience and asking ourselves how something that should have been handled professionally became such a prolonged and frustrating ordeal.

Two years plus. Repeated delays. Poor communication. Damage to new property. Inadequate protection of new appliances. Questionable use of project-management personnel for specialized work. Constant follow-up by the homeowner. And an overwhelming feeling that the renovation was being pieced together rather than professionally managed. That is our experience. If you are considering Northeast Miami SERVPRO for a major renovation, our experience should give you serious reason to ask questions, demand accountability, and think very carefully before handing over your home. One star—and only because zero stars isn’t an option.

I sprayed a basic consumer cleaner, and nicotine ran down the TV stand. I wiped the table: dirty. I opened the cabinets - the same, AND there were dusty spider webs. It didn't even seem like they opened them. The bathroom: I sprayed the shower and the surface whitened. There were literally crushed leaves in the glove compartment of the car they supposedly cleaned. They didn't put items away. For example, they disassembled an AC unit but didn't put it back together properly. I randomly found the dirty filter and front vents lying elsewhere in the home. The duct cleaners forgot to change the filter, and only when I asked was that information relayed to me. They moved equipment outside, didn't put it back, and it got rained on. It's disrespectful. I can't even write out all of the problems.

Now I'm spending hours over multiple days cleaning what they swore they had cleaned and what I'm paying for. Despite sending photos and videos of this, the initial reaction from the person on site was "nicotine is difficult to clean off walls and ceilings", as if he hasn't even read my concerns or looked at any of the many forms of evidence I'd sent. The home is not a safe place for my father-in-law. The job was not performed, and having them there three days actually made it more difficult for me, as they wasted time I could have been actually cleaning everything myself. I want a full refund, and I would never trust this company to touch your house with a ten foot pole. All included photos are taken AFTER three days of SERVPRO "cleaning" was "complete".

The next day one technician came by and after spending 20 minutes in the room he called me in to show me on his "resistance meter" that there was water in all the walls. When I told him that is not what I was told yesterday, he then pulled out his phone and started communicating with me using a translation app. Apparently, he did not speak English very well since he held the phone up to my wife so she could speak into it so he could read the translation. After he left, I called the local Servpro office to complain that they had sent someone that did not speak English. When I ask the manager (Kristen **) if she understood Spanish she replied; "a little". I told he that I wanted all of their equipment out f my house the next day and only send someone that understands English.

I then went into the room and bathroom in question and removed the 1/4 round molding along the floor where the leak had occurred. There was not any evidence of water. I also stuck toilet paper into the space between the sheer rock and the floor where I had removed the molding. I checked the tissue 30 minutes later and it was bone dry.

The next day a technician came to remove the equipment. He showed me with his water detection device (not a "resistance Meter") that there was not ANY water in any of the walls. He asked me what had happened the day before and his reply was this: "That technician does not speak English and company policy dictates that there has to be someone on the crew that speaks English. I will not charge you for the two days, only one day and I will pass along your concerns to my manager".

I received an invoice on the 15th that was dated on the 9th (the initial service was on the 4th and equipment removed on the 6th). I was being charged for two das not one like the last technician had told me. When I called the office and spoke to Kristen about the invoice, she told me that it was a two day charge and that the non English speaking technician has no bearing on the billing. I told her that is not what I had been told, I will pay the bill, but will contact her corporate office and file a complaint. She said she would talk to the manager about this.

A few hours later this is the text I received from Kristen (asst manager ServPro in Ft Walton Beach, FL). "At this point, we will be turning the remaining balance over for collection and will not be contacting you directly regarding payment moving forward. Please feel free to relay any concerns you have regarding the use of the translation app or your experienc to the collection agency. Servpro Management"

This was a very unprofessional response and to turn over a bill to a collection agency the day you sent the invoice is a zero in customer service. I have called the corporate office four times this past week and left a voicemail for someone in customer service to talk to me about this. I have not heard one thing from Servpro corporate. Evidently the franchises lack of customer service is fostered by Servpro corporate. I would NEVER call these people again and would encourage everyone else to do the same!!

Air conditioning vents were installed backwards. Backsplash on stove and around sink is not flushed properly with excessive glue or caulk used. Kitchen sink not properly installed with excessive caulking and glue which is peeling around edge. Servpro did not consult me as to what went in my home and proceeded to put in white molding and trim around my doors and baseboards. This had to be redone. Servpro ordered the wrong countertop and had to be reordered.

My electric wall oven was reinstalled by servpro and they could not get the oven to go in the cabinet and it hung out about a quarter of an inch. Their solution was to put molding around it and hide the problem rather than solve it which I rejected. I was there when the oven was installed. The young man put a 120 two prong receptacle in the back of the wall where junction box should have been. Servpro then altered the plug on the oven which is why it would not go in the wall.

I refused to use the oven and requested and electrician look at this installation. I requested a copy of the electrician report and never received it. I was told by Ashley that this was done but I never got a copy. I called State Farm who sent them to do the job and was told to get an electrician of my own. When the electrician pulled my oven it seems someone had come to by home and put in a junction box attached to nothing with wires hanging out without telling me. I put the oven in the cabinet with the electrician's help. I asked who did this. Servpro response was oh it fix now and I never got an answer. Electric Stove installed incorrectly junction box lying on shelf. These people put me in harm's way.

The cabinet in kitchen not flushed properly which I told them over and over. Nothing was done to correct. Initially no paperwork was given to me and I did not know about a warranty because I did not hire them State Farm did. Now Servpro wants me to sign paperwork and state I cannot have a copy of this warranty until I do. I will not sign because this house was done incorrectly and still not right. Oh yes using my bathroom and getting paint on my rug and in the toilet. Getting paint on carport floor, bricks, garbage cans etc. Communication was poor, not mention if they worked two days you might not see them for a week, how do I know I started coming over to my house everyday and no one showed up. It is the worst work I have ever seen on a house. Do yourself and your nerves a favor and do not hire Servepro. These are not skilled workers.

I don't even have a light in the kitchen, only a hole in the ceiling with wires hanging out. No stove, no counter tops. They stole my insurance money. Please don't use this company for anything. My insurance company sent them out to do the clean-up. I trusted them and believed their lies. Now I'm stuck without a kitchen. I even have a hole in my newly installed roof where the stove vent pipe goes. Can't cover it up until I get the stove and vent pipe installed which can't be done until the cabinets are finished. This company will lie to you and rip you off.

My biggest frustration wasn't just the cost—it was the lack of communication and transparency. If a project is going to exceed the original estimate or if the scope changes, homeowners deserve a conversation before the work continues. That allows customers to make informed decisions rather than being surprised by the final invoice. Based on my experience, I would encourage others to ask for detailed written estimates, request approval for any changes in cost, and closely review their final invoice. I personally will never use this company again!!

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.

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.

Guy no called no showed twice. All while improper containment was in place. We had to evacuate out of house for health reasons after work was performed twice. 1 ER trip for me and 1 for the pets. The whole house got sick after. Next contractor I hired took extensive pics of all the things missed that they were authorized to do by insurance. This has been a living nightmare that is still continuing. Pics are from current contractor finding more black mold and fixing what they missed.