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.

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.

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.

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.

Again because in my opinion when things are still charred and moldy from water or pre-loss in what sense because of course in a house fire pretty much almost everything you would have for evidence of pre-existing condition is no longer around. And as most people know you don't walk around with a camera or a video and look at every single item in all 360 directions and keep that evidence in a lockbox at a bank there's just common sense that that kind of evidence is likely not to exist for 99% of the population which is what these companies love.

Anyway my roof was never 100% boarded up. I didn't know right away, I had trusted they were doing their job, while I was busy trying to find money because I didn't have much money and when you have no clothes no food no anything and you are trying to find a place to live you don't have time to go back and double check their Band-Aid work everyday, while on top of that having medical issues and sleepless nights and basically PTSD that you just went through a very traumatic event!

Anyway for the roof they basically we're saying something like it was unstable by their engineer or Carpenter or whatever title this person was. However with it being unstable they were up there doing board up? And some of the areas not finished being secured included areas they were on and areas they had access to!! I had open Gables I had large openings and small openings. I had brought it to their attention through multiple messages and conversations and my insurance company had also reached out to them requesting them to close up the gables and fix the holes.

They claimed it was unsafe they couldn't climb up the rest of the roof to get to the other areas however in a text message I was told they were getting a lift or something like that don't quote me I got to go back and read the message. So even on a walk-through I believe it was maybe two weeks after the fire don't quote me, something had already decided to try to move in and created holes in the ceiling.

Servpro was well aware of this because they had walked through the house with myself and my insurance agent and was even poking at the whole himself. I don't see why they could not bring a ladder in there and address the biggest hole and other openings from the inside of the house because I would think that's what most places would do... I mean if you work in a factory or if my house was a museum or a mansion with rich people I could be wrong but in my opinion I think they would address it very accurately and very quickly by finding a way to either access it from the outside or coming inside the building and addressing it from the inside. Instead my home was left open to all the elements of snow and rain and rodents and whatever else decided to move in. Then I learned about what an Xactimate report is and I was trying to understand it and trying to read it and I seem to read this thing called shellac...

I feel that is a very red flag item in my opinion and I feel that in my opinion if anybody suffers what I had been through you are better off hiring a noble contractor and not a middle man like servpro to come in and get the work done. Because I pretty much was understanding and reading and getting the ideology that basically for shellac on subflooring or boards or whatever, it's basically the wood that's been cleaned dried and painted over basically and then have the expectation to keep your humidity below 65 or 60 at all times or else things could happen which is my understanding don't quote me now if I'm recalling correctly that was the information and in my opinion it's a very poor choice when you only have a one year warranty and the effects may not last past 3 to 5 years depending.. does it give you smoke smell? Does the mold grow back and spread? These are things people should look up just in case.

In my opinion you're better off paying the extra few bucks and getting it replaced.. on top of that the items that personal property that I had "cleaned" as they claim to pre-loss condition was the most absurd thing I've ever seen in my life! I have things in my basement that are moldy I have things that survive the fire but did not survive servpro handling, which left me absolutely devastated because the items that were broken some of these were from people who are no longer on this earth and some of these items are things that cannot be fixed or replaced!

After everything I've been through that was one of the most crushing blows, which of course there was no care or sympathy on their end it was more cover our butts! As I went through the boxes and found more broken items it became oh we weren't aware of that. And the justice system well they need proof of course, like everybody just keeps photos of everything they own at all times in a safe somewhere outside of the home in case it has a fire or flood.

They did not follow all of the IICRC standards that they claim to follow because I had received plastic or nylon spatulas (whatever you want to call it), I received two plastic monkey cups, I received a spoon that had peanut butter still on it, I received a moldy NutriBullet blender, and I had books with mold, I had clothing that was in a closet that had the roof/attic materials and insulation, Etc, fire hose water (so with the roof water and everything I don't know what you want to call it gray water black water I don't know which) all of that drenched all over them for I believe it was a week or two (don't quote me I believe that's what it was) before they could take them out to go clean them and for my understanding off the internet so take it with a grain of salt, you can't clean asbestos out of clothing and I feel confident that maybe my insulation had asbestos now I can't be certain and I could be wrong so I'm not stating there was but I don't trust it enough to wear it ever in my life.

And for months (I believe it was don't quote me I'd have to go double-check), they couldn't find some of my electronics I kept requesting information on for as they were not in the salvageable non-salvageable lists nor were they on the list of electronics sent to the electronic place to be cleaned. I was told they would be sending me salvageable non-salvageable lists room by room which that was not accurate as well, it was not room by room and I couldn't understand what the list all consisted of and when I had reached out multiple times they were like oh you read it this way, and I'm like I'm not understanding the list and some of these pictures are not understandable can you send me a better list because I had to go through all these different things for my insurance company what I did and didn't have in the house, Etc, you know, of course I never got one.

Just like I had a dispute with Servpro about when my items were finished being cleaned because in a message I received my items were not cleaned yet months later it was old they were cleaned way back and when I said well you told me in the message they weren't cleaned yet then it became oh well you know miscommunication or mixed up or whatever. Don't quote me. I don't know what they claimed but in the end my stuff was supposed to be cleaned already when I was told that they weren't cleaned yet.

As for my personal items I had a few pieces of furniture that had soot on them and when I said this isn't cleaned it became what I felt was a huge battle to reclean anything. It felt like like how dare I kind of situation, I had them tell me they don't save or clean fake plants because the ones I pulled out of the box were absolutely filthy and I don't even know what was on them all. I don't remember on the top of my head but I was told in the meeting by a Servpro person (with my insurance company and Servpro met with me) it was all we must have accidentally sent you this box. It doesn't have a number or whatever it was she said and she said that they don't clean fake plants while later on when they recollected these items on a different day, I later received a message basically saying something like they said we don't see anything wrong with it.

I'm like so which is it? Is it IICRC standard that you do or do not save fake plants? I just kept asking myself what Do they have to have soot? Do they have to have melted pieces? I mean what is the standard on this because you guys are telling me one thing but in my opinion your actions are another. Which brings me to my next disturbing point of I had what I greatly felt was inappropriate comments about my things that I cared about!

As I had a day where we did a walk-through with my insurance company and Servpro individuals about looking at my belongings that we're not clean but we're clean but we're not clean battle, they were debating if they should allow these certain items to go the electronic company to get professionally cleaned (because if it costs more to clean them it's not worth sending in the eyes of the insurance company they'll just pay it out which in my opinion is the game we all get frustrated with)... and after that comment was made and the insurance person had asked well how much is it even worth there was a comment made from the Servpro person, don't quote me on the exact word for word but it was something along the basis of oh you could probably just buy this on the Internet for $20. It's probably not even worth sending for cleaning because it's probably more to clean it than it's worth.

I was angry! I was beyond myself! It took everything in me to remain calm, cool and Collected and not lose my temper because my games and my PlayStation 1 and some PlayStation 2 games were carefully wrapped and carefully placed in an area in my home and when I received it back from Servpro my games were scattered about in the bottom of an oversized box. Some of them did not have cases which is why I had them pack so carefully at home, and they had my game station and everything plopped right on top of my games scratching the tar out of them!

After all the damage they have done so far after everything I have been through with everything, they could sit there and turn around and take something of mine and say how it's not worth something in their eyes and the value he was quoting wasn't even correct!!! I even Googled it to prove a point! Later on I sent an email to my insurance company and to serve pro I'm not sure if Servpro got it or if my insurance company just kept it but it basically went on about my thoughts on their behavior and how inappropriate it was and inhumane basically, and I went on and on basically stating don't quote me but basically things like that if it were me taking care of your stuff I don't care if it's a gum wrapper I would treat your things with respect and I would treat you with respect because that is what you do!

And all I could think to myself was if you are in the business to take care of somebody and their property you treat them with respect you don't demean their property (especially in front of their face)! You don't break or damage their stuff and not take liability for it! You don't insult what they feel is important to them that's not what you're there to get paid for, while here you're putting a false label of what my items are actually worth and you're basically making a comment that I feel undermines whether or not you should take care of my property!

I was Furious. You can't just go out and buy or replacement things all the time! Some of these items that they destroyed of mine you cannot replace! Not only can you not always replace because they were meaningful things given to you or gifted to you or whatever, but you literally cannot get some of these things whether you go on eBay whether you go to the store some of these things you cannot replace!! I was absolutely just out of my mind at this point!

But moving on when it comes to the electronics, it's from my understanding they were supposed to go to the specialist prism, which deal with electronics to be cleaned, in which they did not send some of my electronics like my electronic games for example, or my Thomas Kinkade snowman thing, or my windup doll and my music box, (also of which the claim of I don't think they clean music boxes or wind up things I called the electronic place they said yeah we do).

Instead they claimed that it wasn't deemed necessary to send them there because it wasn't in certain affected areas they were saying, but yet in the same breath they said that they cleaned it which they're not supposed is my understanding from this IICRC standard I thought don't quote me but I thought that was why.. and they said well we wiped it with a rag and in another breath it was oh a rag with a chemical then in another breath it was well it went through this ozone machine that takes away smoke smells (I forget what it's called but it's some sort of machine deodorizer or something)... so I don't know they just don't know I guess in my opinion.

For a professional company they were anything but! And to break Priceless things that you can't get back you can't replace them because you can't find them on the market anywhere. It's hard to even find a value for these things for the insurance company and they are given to you by relatives who are passed away and to break them and to not have any kind of sympathy or any kind of decency just took me over the moon!

Here's something that meant a lot to me survive the fire did not survive Servpro! On top of that I was told basically what helps them determine things that need to be cleaned or more cleaned basically are determined by their opinion. So like if you have tubs in affected areas like plastic storage tubs they look at the tub they open the lid they smell for smoke they look for water and they look for soot and if it looks fine in their opinion and it's clean in their opinion then the tub gets wiped the outside and don't quote me but they may or may not run it through their deodorizer thing.

Well now, thanks to their methodology and they're so called Professional Standards the few things I had from my dead father were wrecked! Any waterproof tub I had purchased I had in there his personal effects. His cassette player from how many decades ago that still had a cassette tape in it was never sent to the electronic company to be professionally cleaned, the books or papers that I had were all moldy, his California state trooper shirt with official patches was crumpled up sitting in this box with the other items, and his black belt was crumpled up in this box and his bag that he carried with him had mold on it.. so basically all these personal effects were sitting in a box with moldy papers and lack of care!

Had they took the papers out took the books out they could have at least dried them out nope slap them in a box along with all his personal effects with no care to the electronic device that was in there either. And if I remember correctly why they don't do Flags, see my dead father's military flag was placed in a closet on the top shelf for me to decide what I wanted to do with since they don't clean Flags apparently, I really feel that should have been handed to me or told to me right off the bat versus sitting in closet, so looks like their method isn't so great is it! I had holiday decor that were sitting in a tub where the bulbs the color was literally melted off the bulbs and sticking to the package but that's okay that's fine that's not affected I guess!

Thank God I declared demo and got a public adjuster although unfortunately I didn't get the public adjuster before hiring Servpro so he was there to help me what the insurance company and not to get in the middle battle between me and Servpro which I felt was a load of anyway, because the amount of damage I mean I had rodents coming in I had water coming in I had everything coming in they told me they were going to turn on my sub pump once the temporary power got reinstated guess what they never turned it on.. and what's even funnier yet is when you go on to this Consumer Affair website to put in the location, they're not even listed! Why is that?..

My experience happened through Servpro of Neenah Wisconsin, they have a variety of locations for my understanding, Neenah, Appleton according to Google and one in Green Bay or De Pere something like that... Now at one point some of my items that were cleaned if I remember correctly but don't quote me were cleaned in De Pere like the laundry and the items I had sent back on a truck because they had soot on them were sent to I believe Green Bay and other things were managed in I think Neenah but don't quote me because I'm not really sure, my point being is the place that took my cleaning payments were in Neenah Wisconsin and according to the thing it did say something about Luamben green services instead of Servpro so I don't know what that means if it's another name for Servpro if it's a branch thing I honestly don't have a clue....

Also when mitigation was on hold apparently they thought it was okay to go in there rip out the flooring and the carpet padding claiming it was to help prevent further damage to the home while leaving the roof open to rodents and weather and everything else so I don't know maybe there's something that I don't know not being the professional you know I'm just maybe not educated enough to understand these things.

They launched a bunch of personal property another materials off the Second Story of my home onto the lawn which they left there until I call them up and asked him to move all that stuff because I still have to manage the lawn and I was left with shrapnel on my lawn. First day to pick up all the house debris and move that out of the way because after the fire they don't clean your lawn apparently although my insurance company said that's their job they claimed well we didn't get paid for that. So who knows, then on top of that again I had shrapnel on my lawn because they decided to throw everything off my second story of my house breaking apart in the yard I was coming across sharp objects broken glass all sorts of wonderful things while trying to mow my lawn along with monstrous grooves on the lawn from their dumpsters!

I mean I literally could go on and on and I almost feel like for some of us we almost need a support group and therapy after working with this company! I have never had such disgust for a company it I can't even express my feelings! I just pray that people will make the same mistake I did. In my horrible experience I have learned so much about the deceit and the horrificness of this company along with the Despicable methods of my insurance company. They are hand in hand and they will pounce you is the feeling I get that is my opinion which I am entitled to.

There was hardly any communication and weeks on end where no one would show up to work on my house. When they "finished" with my house they left my keys in the kitchen, never did a final walk through. I had them come back twice because the work was messy, sloppy and looked horrible. This company is the biggest headache to work with and the men were passive aggressive and disrespectful.

My case was eventually escalated to urgent after nearly three months and completion dates still missed. I got so angry my blood pressure spiked and I had to hand things over to my family to handle. Again they experienced the same poor response time, lack of communication. Calls ignored and as of this date the work still is not done.