Whether it’s a major disaster like a storm or fire, or threats like water damage and mold, having a go-to guide can turn fear and uncertainty into confidence that life can be put back to normal. The most important thing to know is you’re not alone.
ServiceMaster Restore® understands that the hours and days immediately after a disaster can be a confusing and anxious time. That’s why we’re ready to help answer your questions, share options that make sense for you and work with you every step of the way.
With over 60 years experience in the cleaning and restoration industry, our teams work by your side from addressing the problem, to identifying what needs to be done, to getting you to restoration. We have expertise and extensive know-how to help un-do the damage to your home and belongings. We’re a national network that’s also your neighbor, delivering vast resources with a personal touch based on your particular needs.
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My washing machine upstairs had leaked and it leaked down to my downstairs, in my ceiling and on my walls. I called the insurance company and I asked them who I should go to. The rep said that there’s ServiceMaster Restore and somebody else. Between those two, I took ServiceMaster. I talked to their rep on the phone and had a wonderful experience. Antoine, the very first guy that came here, was a gem. He answered all my questions and he told me what to expect. He came through and I didn’t have any questions after he left. Many reps came after and they were professionals. Even the little guys that came to do the Sheetrock were wonderful. I’m 100% satisfied, overall.
We appreciate your feedback, Barbara! We aim to provide the best service to our customers!
I had a water leak in the wall. ServiceMaster found the water leak and dried out the all and floor. They came when they said they would come and so I didn't have any problem with scheduling. They also always let me know with a call or text if they were on their way if it was an unscheduled thing. ServiceMaster Restore did a very good, professional job and I was very satisfied. I would definitely recommend them.
We appreciate the time you spent to share your feedback! We’re glad to hear we were able to provide the service you needed.
ServiceMaster Restore has shown to be an excellent company to deal with. I had an insurance issue where they had to come and remove part of damaged walls and clean up a bunch of debris as a result of the damage. They also packed our furniture as well as personal items of mine to take into storage. Then they helped do a lot of coordinating between the insurance company and the different work that they needed to do. Their workers were professional, enjoyable, polite, easy to deal with, and they did a superb job on every level.
We appreciate the time you spent to share your feedback! We’re glad to hear we were able to provide the service you needed.
I had a weather-related damage to my roof, which resulted in the water coming through the roof to my kitchen ceiling and damaging the ceiling. It was covered by homeowner's insurance. They gave me two companies, so I contacted both and ServiceMaster had the quickest response. ServiceMaster was great. They were very patient because this was my first homeowner's claim, and it just really wasn't clear on what they needed. I just know the insurance company said I had to mitigate my damages, but ServiceMaster was helpful in walking me through the process and understanding the options in terms of if I have to pay for it beforehand or that may not have to. They just wanted me to know both circumstances that were possible, which was helpful because at least that prepared me if it wasn't covered for with insurance right away. And then, they gave me an estimate of what it might be.
The technicians were great. There were two and they both were very professional, and they indulged my questions. They have very good customer service and they were genuinely trying to be helpful and trying to get me in a comfortable place with all that they had to do, with the leaving of the machine and helping me to understand because it was a really big drying machine. Then they took care to tell me they couldn't do it the way they would usually do it because I had insulation that was the fluffy kind, so they didn't want it all over the place. It was one thing that they did not do that would allow the insulation to not blow all over the place, so I appreciated that because my concern was how much insulation I would be eating while waiting for this process to finish.
They did a great job. The roofing guy put up a small tarp. He called me back and let me know what he did, 'cause he did it while I was at home. They sealed up the opening in the kitchen with plastic so that nothing else would come through and cold air would be minimized with entering the home. I haven't had anything and what they've done has sustained, so that was great.
They were very patient and that's always good in these situations because I have damage to my property. It's a process that I have to go through to some degree and the inconvenience that I have to go through because I have to take off work to let people in. But they were accommodating to my schedule. It's the best they could be, so that was helpful.
We appreciate the time you spent to share your feedback! We’re glad to hear we were able to provide the service you needed.
Our kitchen sink broke under the house and we had a raised foundation. The water was pouring out from the kitchen sink. The reason we noticed anything at all ever, was because there was a smell coming in the kitchen. We didn't know where it was coming from. So, we had a plumber come out. He went down, saw the broken pipes, saw the mold, and that was when I called ServiceMaster. I had ServiceMaster come out and pick out the dirt that was growing mold. I contacted them directly because I knew of them from the flood that I had at my house in November. The reps that came out then were perfect. They did the work and were communicative.
This time, they came out, the guy got under there and he said it was not mold. It was calcium coming from under the ground and they didn't have to do anything. I asked where was the smell coming from? He just ignored me and he kept saying that it was calcium and that they don't remove calcium. I told him that it was mold and the plumber told me that it was fungus. He gave me the name of the plumber that would come out and fix the pipes without having the dirt removed.
I called the plumber. The plumber came out and went under there and was saying there were molds growing everywhere and we had to have it removed. So, I called ServiceMaster back, and I said they needed to come out and take it out. So, the guy came out again. He came out, he called my husband instead of calling me and said it was not mold, it was calcium. And they don't remove calcium.
He was like, "Mold doesn't grow on dirt." I told him, "it doesn't, but it grows on food." Every time I used the kitchen sink and did dishes and put food down the garbage disposal, it came out of the pipe. He said, "Oh, this is a sewer." I said yes. He said he'd call the office and would come back out there tomorrow to remove the dirt. So, three days later, he came out and removed the dirt. He did it in one day. Everything's fine since then, but that was a little out of contact. This was the third time using ServiceMaster and this was the only time I had that kind of problem. But they've always been really good.
We were away for about four and a half months, and we had water damage in the house. We had a water dispenser on the kitchen sink for drinking water and the filter for the unit was under the cabinet. Somehow, it came disengaged on the mounting bracket, and it fell. When it did, the hose disengaged, so we had water running out of its tubing. We had somebody check the house, but it might’ve run for up to a week. It ran all through the kitchen, under the wall, and into the dining room. More than half of the cabinets had to come out because it got into the drywall behind the cabinets. All those out had to be ripped out. It destroyed the countertops and we had to have all the drywall replaced in those areas as well as about two-thirds of the dining room. The dining room wood floor was destroyed. It had to be replaced and taken out.
I called the insurance company immediately when the person that was checking on our house for us called me, and within three hours, they had ServiceMaster Restore at the house. I wasn’t here but I was communicating with them over the phone and by text and email. Our main contact was Dan and he was professional, extremely responsive, very cooperative, and he never let us down. All the people that came to the house were very helpful. They were polite and they put booties on to minimize any mess in the house. They kept us informed all the way.
We had quite an experience trying to get the floor to dry because it was tiled and I didn’t know if I could get the replacement tiles if we rip them out to match. I didn’t want to rip them out because they went from the kitchen into the hallway, into the laundry room, and the bathroom. It was like we were gonna have to rip off all these to get new tiles to match and they worked really hard to dry the subfloor underneath as well as from the top, on the tiles to dehumidifiers, heaters, and blowers. They worked for a month trying to get it dried. They could’ve at any point said, “Forget it. We’ve done overdue, and you're gonna have to have the tiles taken out.” But Dan was insistent that he could get it dried out, and they did get it done to acceptable levels and I really appreciated that. They didn’t just leave me hanging.
I should’ve called Dan's boss and given him an endorsement because he was a great guy to deal with. We had to pack up everything in the dining room and moved everything out. There were also a couple of women who came and they packed everything really neatly. Then they came back and unpacked everything and put it all back perfectly. It was a very positive experience. Not everything with other people has gone quite as smoothly but ServiceMaster was really good.
ServiceMaster Restore was awesome. I had to get the house tarped because I lost a lot of the roof. So, I contacted ServiceMaster on a Monday night. A gentleman called me on Tuesday afternoon and said I needed some paperwork signed. So, I met him on Wednesday, and on Thursday, my roof was tarped. That was quick.
The representatives at ServiceMaster were right on the money, as far as, they were always on time for the appointments. When I met them about removing all the damaged sheetrock, I told them that I had to find somebody to move all my stuff out. And they told me they would take care of that too. So, they picked up all my household goods and they're storing them for me. It cost money, but they were right there and they did it when they said they were gonna do it. So, now, I'm just waiting for my house to get fixed.
We're looking at relocating. When we find a permanent place to take off our shoes, we'll call ServiceMaster and have them deliver our household stuff.The only thing that was kind of questionable was the packing company they hired to pick up our stuff. They weren't the most professional group in the world. I'm a retired military, and I've been through a lot of moves. And these guys were like just guys they hired off the street. They came in. They did a marginal job as far as packing up our goods. They didn't bring enough packing materials to wrap dishes and stuff. I provided them with Christmas wrap, so they could wrap up dishes and pots and pans. Also, they missed a lot. I ended up hauling two pickup truckloads of stuff to our little place we're renting because of the stuff they missed. Still, I would recommend ServiceMaster because of the fact that they were there when they said they were gonna be, and they did provide the service.
I had a plumbing backup that quickly became sewage. It was in my basement area but we live down there too. We have a couple of bedrooms down there and a nice bathroom. Somehow, the plumbing had backed up in the shower and in the toilet. Everything started overflowing and it was a nightmare. So we had to hire a plumber who had to lift the toilet, go down and clean it out. They got it solved so the water stopped and everything was fine. But in the meantime, there was a huge overflow of water everywhere. There was carpeting all over the place and it was completely saturated.
ServiceMaster came in on Thursday and did whatever they could. They did it all in one morning too. It was really fast. They ripped up and moved all the carpet. They also asked me if I wanted to keep one of the rugs and I said no. They disposed of it really fast. Then they disinfected all the floors. They asked me if the area smelled better and it did. I told them that it was fine. Then they came in with about 10 gigantic fans and spread them all over the place to dry everything out. The fans stayed on all day and night long for three days. They also worked really hard to make sure that the fans didn’t blow any circuits. The ServiceMaster people were real good.
They did all the follow-ups too. On Friday, Saturday and Sunday, they kept coming back and checking on the fans to make sure everything was drying out. Then on Sunday, they took all the fans out. It turned out though that we had missed a whole section. Some carpet got wet in this big storage room but I didn’t know it. We didn’t go back in there far enough. ServiceMaster might have come back for me. But I didn’t call them back because as far as they were concerned, they were done. I was not gonna blame that on them because we told them where we thought the water had gone through. Plus it was so hard to get access to where it was. I’m just letting it dry out and I’m gonna use a shop-vac on it if I have to. ServiceMaster did a good job. They were also on time. They were early everyday.
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I had major water damage, unfortunately my Insurance company was a Scam and they sent ServiceMaster to my house. The first thing the assessor stated was that "he was going to save my insurance company some money." Clear conflict of interest here. Why would he want to save my insurance company money when I was his client???? This person would not answer my questions or answered them with "I am a professional". He then fabricated a story about how he did not need to drop fans as he would create a “vortex” when they returned 6 days later to do the work. At one point I called the assessor to question his "professional" opinion and he told me he was just a traffic manager. I asked for credentials - he had none!! In my time of need I was totally lied to and given a person who literally was not qualified even though he answered (or didn't answer) my questions by saying I'm a professional!!!!
They left my basement soaking in water for a week. I told them the original guy was not ever allowed in my house again and they sent another misogynistic jerk with a bad attitude. The first thing this guy snarled at me was "Why are your windows open?? That's the worst thing you can do!!" Had I actually had a professional assessor I am guessing that info would have been passed on to me much earlier and less rude. When I asked him for his name his reply was “why, are you going to report me too?” He would not even give me his last name - so these jerks were in my house and didn't feel the need to even identify themselves!!!! They left my basement in shambles, cat box full of stuff from the closet, shelves down, left my washer unhooked. The story just keeps getting worse. Each person more inept than the last. When I asked one guy to hook up my washing machine he told me he did but I better keep an eye on it because he wasn’t sure if he did it right.
The company fully supports this behavior!!! They were supposed to send me a revised bill that I have had to call for three times - instead they sent me to collections twice!!! They are currently threatening a lien on my house. They actually refused to send me correct billing. Literally told me that I would not receive the correct invoice and they were putting a lien on my house!!!! The business was a freak show from beginning to end. I had to call corporate as I was not paying an incorrect bill as that would mean I would have to have further contact with these trolls. As they say - hire a clown, expect a circus!!
Our basement flooded last night and after two requests, they never returned my call! We ended up wading around with a shop vac, moving furniture and valuables, removing carpet and padding and today will have to rent dryers. It is 9 hours and we still haven’t heard from them. Less than useless!! Wish I could give them a negative review.
Had smoke damage in home, they showed up shortly after my initial call to secure the job for themselves. That was the only quick response we got. We were lied to, charged for work not performed and what little they did do was so bad that I fired them midstream. They sued me for payment, the judge saw the pictures of the shoddy work and ruled in my favor. Stay away from these people. I rarely post negative reviews. I wish I could do more than just write a bad review. Trust me. They were terrible. Stay away!!
They used old parts on my hot water heater. I had a gas leak. They put old parts on my toilet. They painted my house outside but refused to paint the trimming. I have a leak under my sink where it wasn't connected correctly. He replaced my kitchen tile with this choice leaving a gap between the kitchen and dining room. I can go on but this is a start. My furniture was taken out but was brought back just like they took it out.
State Farm suggested them and we called them out to help clean up after a water line upstairs ruptured when we were on vacation. They came in, started ripping up tile and carpet. While doing this, they poked holes in my ceiling with their shovels, kept walking through mud and tracking all over my house, even the unaffected areas from the flood. Then they scratched the heck out of my dryer door, which is glass. We fired them right then and the project manager said they would take care of the damaged door. That was June 10th of 2018!
I called the corporate customer service number and Greg said he would get this resolved and call me back, two weeks later I’m still waiting. The project manager Don called me and said I was a liar. So now, June 16th of 2019, I’m still waiting. Very unprofessional employees and managers. I noticed that ServiceMaster will only reply to good reviews. Very telling if you are in need of services like they offer. Find a more reputable company and you will have a better experience.
ServiceMaster Restore expert review by ConsumerAffairs
ServiceMaster Restore is one of the largest commercial mold removal companies in the entire world. The company has been in business for more than 50 years, and they specialize in mold removal from residential and commercial buildings.
Accessibility: The company has more than 4,500 franchises across the world, so it’s easy to find a ServiceMaster Restore when a customer needs one.
Range of services: ServiceMaster Restore is a large commercial company, so they offer one of the widest range of services for any mold removal business. In addition to mold removal, ServiceMaster Restore takes care of tasks such as pest control, lawn care and more.
Speed: ServiceMaster Restore employs a large number of people, so their service is known for being speedy.
Service: There are so many franchises across the world, so it’s hard to predict the quality of service a client can expect.
Cost: ServiceMaster Restore is a large corporation with a known reputation, so their services are often cost-prohibitive for the regular consumer.
Best for: Home owners, property owners and insurance professionals.
ServiceMaster Restore questions and answers
- What problem is ServiceMaster Restore trying to solve?
- We restore homes and businesses that incur damage due to water, fire, smoke, mold or other sources.
- What sets ServiceMaster Restore apart from the competition?
- ServiceMaster Restore professionals work with homeowners, insurance professionals and business principals to navigate through the uncertainty following water or fire damage. Our nationwide network allows ServiceMaster Restore to offer the scale of a national company, with the service of a locally owned business. We have agreements with some of the largest property insurers in the United States and can help homeowners navigate through the insurance claims process. Our claims management department provides industry leading claims management to help make the process as smooth as possible for both the homeowner and insurance partner.
With 60 years of cleaning and restoration experience, ServiceMaster Restore has helped define the restoration industry through active participation within industry associations. We have developed proven processes for guiding homeowners through damage mitigation and restoration. This is evident through our customer satisfaction score which is one of the highest in the industry.
- How does ServiceMaster Restore measure success?
- We consistently maintain industry leading NPS (Net Promoter Score) ratings reflecting our unrivaled service. In addition, we monitor and measure specific requirements agreed upon with insurance carriers for service delivery referred to as service level agreements (SLAs). These SLAs are monitored in real-time to determine any adjustments and/or corrections needed to regularly deliver successful results.
- What’s the most common misconception consumers have about your industry?
- One of the common misconceptions of the industry is simply a lack of awareness regarding the industry at all. Many people are completely unaware the industry exists unless they have experienced a loss which forced them to utilize the service. Another misconception of the industry is that all general contractors are specifically qualified in disaster recovery services, or that disaster recovery does not require professional help. There are industry organizations, in which we are both active contributors and participants, that have defined best practices and determined the recommended way to mitigate damage. The guidelines help establish and maintain industry training requirements. Another challenge of our industry is related to insurance. Because homeowners can be confused by insurance coverage, deductibles and the claims process in general, we have dedicated ourselves to helping homeowners through the claim and restoration process by providing the guidance they need.
- How has your industry changed in the last 5 to 10 years?
- One of the biggest changes in the industry has been the adoption of mitigation programs by the insurance companies. More and more, insurance companies are creating formal programs to handle mitigation claims. Consumer behavior and involvement in the process has also changed. Not only are homeowners using technology during the initial research phase of the process, but they also expect a high level technology to be used throughout the process. This can include mobile notifications, online scheduling, online management of the claim process, and real-time data delivery. In the past, these services were typically provided by the insurance agent. However, now consumers look to the service provider for the solution.
- What is something you wish every consumer knew about ServiceMaster Restore?
- ServiceMaster Restore franchise owners, technicians and employees sincerely care about our customers. We understand the situation is difficult and that each home and customer is unique and needs to be handled with care. We take great pride in being able to help homeowners navigate through the process by providing the guidance and expertise they are looking for.
- Has ServiceMaster Restore received any awards or recognition your customers would like to know about?
- Our NPS score is consistently one of the highest in the industry.
- How has ServiceMaster Restore grown or evolved?
- ServiceMaster Restore is part of the ServiceMaster Family of Brands. In the past 12 months, our Family of Brands has served 5 million residential and commercial customers, visiting more than 75,000 homes per day. As the industry changes and our customers’ needs evolve, we must stay at the forefront of technology. We’re always improving our products and processes to be an industry leader for cleaning and restoration standards.
ServiceMaster Restore Company Information
- Social media:
- Company Name:
- ServiceMaster Restore
- Year Founded:
- 3839 Forest Hill-Irene Rd.
- Postal Code:
- United States