It was pretty easy working with ServiceMaster Restore. I showed them some water damage from a leaking HVAC unit and talked to the office people a couple of times trying to schedule everything. They came and fixed what was wrong and did a good job. I was completely satisfied.
ServiceMaster Restore has done a great job. They're top quality and I was very happy with their services. We had water in the basement and our homeowner’s insurance covered it. I had an excellent time scheduling the service. The technicians who came at home were very polite and professional. I was satisfied after they finished the service and I would highly recommend ServiceMaster.
ServiceMaster Restore did a good job. We had damage mostly to the baseboards in the walls of the front room and part of the hallway and backroom. They took some of the baseboards out and closed pieces of the drywall on certain spots. They told me what they were doing and that I needed a carpet put down. They gotta take it off because it was just soaked to the bone. They also gave me samples to show my insurance. They were professional when they came in and we had brief conversations. It was my first time having something done like that and the floor dryer wouldn’t have mattered to me, but they always tell me where there was a measure of dampness on the floor that this could be a problem if I don’t dry it out fully, with all the wet spots and the mold.
We had a leak at our upstairs bedroom and ServiceMaster Restore came in and dried out all the woodwork, the flooring, and all that good stuff. We had no problem scheduling our service. They came out to us right away. We found the technicians to be very friendly, very easy to talk to and to get advice from. They did a good job. Hopefully, I would never need them again but if I do, I’ll call them. I would recommend them.
I had water damage between the sheet rock and the walls down in a room we had in the basement. We called ServiceMaster Restore and they were there within 24 hours. Their reps were very, very professional. They were very kind to deal with and they were right on time with what they said they were going to do. They got it done very well and efficiently. I was very pleased with their service and would highly recommend them to anybody.
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I had a sewer back up in my basement and I called my insurance, and then, we called ServiceMaster, and they came the same day. It started to get things going and went pretty fast. The service rider showed up in a couple of hours. And then, he brought a crew back the next day and they came early and had the thing done in two days, which surprised me because I’ve had a separate experience a few years back and it was four days before they got out of there.
There were three persons who worked and they all knew exactly what they needed to do. I had some health problems so I couldn’t do much. Then my wife got home and one of the guys worked with her in moving things around so she could get a good inventory. The boss was great and the two guys never quit working. They were very friendly and they stayed busy. We were pleased with them and it all worked out well. I'm very satisfied and we’d probably call them again if we had a similar problem. Then I found out that they do carpet cleaning and I might use them on that. It was all good.
The City of Kingston hired a contractor who didn’t hook our building up and went right by with the new sewer line. And so, all our sewer water was backing up in the building, which ran down the hallway and down the basement steps in the medical arts building. It’s an 18,000 sq. ft. building and around 500 sq. ft. was affected where they had to dry it with blowers.
I called ServiceMaster Restore around 4:30 and they got back to me at 6:00. The office manager there in Kingston that I spoke to and the technician who called were great. There was nothing to follow up on when they got done and they covered all the bases. They ventilated the walls to dry everything out overnight. And even though it caused a lot of disruption in the building, I know everything was done the right way so I appreciate it.
I just wish that the communication with the quote was a little bit better because I have business partners and contractors who needed to know how much it’s gonna cost. I described the square footage and what I was told was gonna be a few fans. It would be great if they'd say, “We have this type of volume of services and when we have extra amount of fans, we usually run about $1,500 a day.” I know it’s always very difficult to come up with that. I do environmental work for a living and when we go to a customer’s house, I have to estimate what this clean-up company is gonna charge. That way, the customers are always prepared for the worst. But then the City of Kingston gave me a guarantee that they were standing behind the contractor and standing behind the payment, that’s the workmanship and the communication. ServiceMaster did a great job and everything is good. We recommend them.
We had a water leak under our kitchen sink. So I called State Farm, our insurance carrier, and they were able to connect me directly to ServiceMaster people. They transferred the call over at about 10:30 PM on a Friday night and ServiceMaster technician came out by 1:00 and dried out a bunch of our floors and teared out some wet materials in our basement ceiling and walls, and were done within a couple of hours. It was a good response for a weekend and I thought they did a good job so I'm mostly satisfied.
However, the the technician led me to believe that some things were going to be removed and replaced. But when the ServiceMaster manager and my State Farm adjuster came out to the house on Tuesday, the story was a bit different. I was under the impression our bottom kitchen cabinets were going to be replaced but it turns out that they’re not. Also, a spot in some carpet in our master bedroom, I was under the impression that that was not going to make it but they felt that they had saved it. So, for the most part, they still did a good job.
It was very good with ServiceMaster Restore. They were polite, very neat, courteous and explained everything. When scheduling the service, the insurance company called in the morning and within two hours, the technicians were already at my house. I had water damage and they cut the ceilings and the floorboard open in the dining room and got rid of the moisture barrier that was giving the house a stink. They put the machines in and they worked very fast and diligent, and ripped up the rug that was soaked, and did a great job. Whatever they did, they fixed it. I had to fix the other stuff through the insurance company but they did what they had to do. The ServiceMaster technicians were efficient and the service was excellent.
ServiceMaster Restore was recommended by USAA to me and when I filled out the information, I thought that was done but I was overwhelmed with things that I needed to do. Still, I had a good experience and I'm satisfied. I had a fire at the house which was covered by the homeowner's insurance. ServiceMaster was right on with scheduling the service but in the beginning, one person in charge disappeared due to illness and the other person wasn't really doing whatever that was happening. So I called ServiceMaster and they put another individual in charge whose name is Monte and after that, things went quite well.
The repairs and restoration were too complicated and took a year, which was a long time. But it wasn't always their fault because I've chosen my own time to remodel things and they had to wait for some things to get done. There were glitches like the men had to be told to clean up after themselves, but anytime I called Monte and said, "This is going on. Help," he would be there. And if there was anything that needed to get done, he was on it within the hour or even minutes. The highlight was that Monte being in charge.
My water heater flooded the house. Scheduling the service was horrible but that wasn't ServiceMaster's problem. Their servicemen came out and did a set up. They were efficient and got all the fans and everything going, and it was good. They handled it perfectly. They were very, very professional. It helped me out because that was a very stressful time. I'm 100% satisfied and I'd recommend them.
The small little line off the pump that activates the pressure shutoff valve of my taps had blown off. It was shooting a stream across the room and hitting the wall. That part and all the repairs were covered by my ServiceMaster Restore insurance though the pump itself was not. We had to replace the whole pump and pressure tank and the whole thing works.
The ServiceMaster Restore guys were very efficient and quick. They showed up in a very short time, vacuumed most of the water up and had heaters blowing air up into the walls, taking the bottom three inches off around the gyprock. Then they blew heat all up in the walls to dry everything there and had a bunch of big, industrial dehumidifiers going and got it dried up in a matter of a day and a half or two. Then they lugged all the washers, dryers and freezers and put them in a trailer. The items stayed in the trailer until a guy came in, repaired the walls and painted the floors. Then they loaded all back in and even helped me put some storage racks up. It was a very enjoyable experience. They did a bang-up job and I'm excellently satisfied after they completed the work.
ServiceMaster came to my home when I had a flooded condo and they took care of everything for me. When they first came to the house and discovered the flood, they've been most cooperative. They cleaned up the water from the flood from upstairs and have taken care of trying to get my condo restored back to its condition again. The entire work hasn't been completed yet but the repairs and holes have been fixed in the walls. Now, we're waiting for the new carpet to be reinstalled throughout the condo. ServiceMaster has been excellent.
We had a water problem in the house. ServiceMaster came for an insurance claim and the service claim was scheduled easily. The technician did what he needed to do and he was very professional. I'm extremely satisfied with the service.
My most recent claim is not finished yet but it's not on ServiceMaster Restore's part. I have to do stuff for my insurance company. I'm a victim of domestic abuse and unfortunately, that put a hold on things because they wouldn’t let me bring anybody in the house. But I'm sure ServiceMaster would do a wonderful job when they finish. This is the third or fourth claim that they've cleaned up for me. The fact that I used them repetitively should speak volumes. I was a stay-at-home mom so I had a lot more flexibility and I've never had an issue with scheduling them to come in but they also have a lot of availability as far as my schedule is concerned.
But it's different with this last claim because I'm just now able to get back with the insurance company and I've got paperwork moving so that we can get the repairs done. Nonetheless, I was completely satisfied with all the work that they did. They went out of their way to help me and they took care of everything for me. They were always able to work with me and we were always able to get things taken cared of. They're very professional and have been more than willing to work with me. They've been courteous, efficient, polite and have done anything and everything to help me out in each situation. They're a reliable and wonderful company. They do whatever they can for the homeowner to try and ease their stress level due to the damage that the house sustains.
We got a lot of rain and ServiceMaster was a little bit busy. But within a day, they were able to get me scheduled. The project manager came out, looked at what they were gonna need, and drew up some drawings. Then he got me on a schedule to have a cleaning crew come out and get to work. The cleaning crew knew what to do. I pointed them to the problem then they took their equipment and went to work. They got it all dried out and ready to go. It was a good experience.
The problem was a dry-out that took place due to a slight leak in my house. The schedule was set okay but ServiceMaster were primarily interested who's the insurance company rather than trying to find out what's the problem with their customer. The scheduler and the service manager always schedule and the workers would do half the job. They have to leave the house. They did not provide the reports that I needed for the dry-out. I requested and sent email to them.
They claimed they completed the service, but I said, "Okay, provide me the readings, the data," which is normal, because after all, I or my insurance company is paying for the service. They are so very uncooperative, they would not do the reports, so at the end, I still don't know if it's dried out or not. My experience has not been good with one specific person that is very, very difficult and apparently, she's managing, answering the calls and scheduling the service. I would not use them again - they are very bad, and their customer service sucks.
We were out of town while the pipe in our house got broken. As soon as we found it out, we called the insurance company and I got a hold of ServiceMaster. We're happy they got at our house quick, within three hours, so the water got shut off, and they started drying out the water damage and putting drywall. I was going to fly back from where we had gone on vacation and the ServiceMaster guy who was in charge of the service to our house said that there's no need for me to do that and they got everything in control. So we stayed on vacation while they're working on it. We talked to them by phone and everything went like they said. They were done by the time we got back from our two-week vacation.
ServiceMaster Restore was excellent. We woke up in the middle of the night and there was about three inches of water on the floor. The day hose broke in the night and squirted everything in the one-floor house. We called the insurance at 4:00 in the morning and two and a half hours later, the boys were here. It was on a Sunday morning. The people were friendly, considerate and knowledgeable. They guided me in every direction, worked very, very hard and they did not stop. They were professional and the service is outstanding.
Our experience with ServiceMaster Restore was a little bit frustrating. They came back to us with a quote of how much it was going to take to restore. The bathrooms actually need to be renovated. They were the old original 1962 bathrooms. So we wanted to expand the original contract and that dragged out for weeks. We’ve had some struggles last week. For two days no one showed up on the job and we had to call and mention that to them. They sent somebody out over the weekend to keep the job moving along.
The project manager didn’t follow up with us. I didn’t realize that she mentioned that she can help coordinate things. It would’ve been helpful up front in the beginning to know she was the point person with the water mitigation and the molds. The quality of work done seemed good, if only the project manager provided more updates. We wouldn’t hear from him for days and we would always have to initiate the call. We had to keep pinging them.
We had water damage in our basement and they came and dehumidified the place. They are very nice and friendly. They were very plain the way they did everything. They got to the wall in the basement and it was so nicely done. It was very professional. And they came in to check the area every other day to see that there's no more water in the walls. They were very consistent. I was very satisfied with them.
ServiceMaster came in and took care of some damaged hardwood flooring that had a water leak issue. And I was satisfied with how they came in and cleaned up the mess. My experience was pretty straightforward. I was contacted through my insurance agency to the ServiceMaster person and they made a schedule and came out the very next day. The service guy showed up on time and took care of business. He seemed knowledgeable. I talked to him for a little while before he did his work, and I was satisfied with what he was going to do and what he explained to me. All in all, it's a good service and they did what they said what they're gonna do on time, so I was happy. I would highly recommend them.
Our ice machine broke apart and water went into the walls. The people that we're using to reclaim the house got ServiceMaster. They were going to do it the next day so it was fast, but we wanted the weekend to live in the house so we got them in here on Monday. The people that came in and cramped up the linoleum have taken it longer than we wished. We were stuck in a motel and we just wanted to get back home. They should've been out of here faster. Other than that, working with them was fine and they did a good job. I'm glad a company like that is there.
I had water damage on the ceiling. My air conditioner is at the top of the top floor and it leaked because the condensation pump malfunctioned and brought water to my bedroom. The ServiceMaster techs came in, dried it out, came back and looked for moisture. They told me what was going on, kept me informed as to what was happening and the things that they had to do. They got the job done and were out of here in a timely fashion. My aircon is back together now.
My rental property was damaged. It was trashed from the ground up and the smell couldn’t be any worse. When I went in and saw what the damage was, it took the breath right away from me. I didn’t know what to do. It's been a complete loss, and so my insurance agent called ServiceMaster and I was totally satisfied with everything they did. The ServiceMaster people were fine. I was around when they were here for the service. The only thing I was very disappointed about is that they were unable to come back and finish due to the insurance. Other than that, I was extremely satisfied with ServiceMaster's service.
After the bad storm, I had a severe leakage in the house, it was running down the walls and so forth and I had to ask for some roofing repair. ServiceMaster came in and did an excellent job as far as getting the house all dried out in the kitchen, bathroom and dining room area, and getting that cleaned up and put up. The technicians have all been very polite, kind and courteous. However, scheduling with ServiceMaster has been very slow and a little bit inconsistent as far as getting the repairs done and getting the house put back together.
For example, they were supposed to be in there Tuesday but no one showed and no one called to tell me that they had to reschedule. I still haven't heard anything from them to this point and they know they are not completed. The technician told me, and I understand his difficulty, that he needs someone to hold the piece up of the Sheetrock while he does the tightening up. The problem is getting another person scheduled with him because I know that he cannot finish that alone because it's up in the ceiling.
I had a new roof put on a year and a half ago, and it leaked. A month ago, I put my hand up and it went right through the ceiling. We had just redone those bathrooms in February. I called my insurance company immediately. They got me started and my agent, David, got me hooked up with John at ServiceMaster Restore.
ServiceMaster has been great. They sent people out the next day who tore everything out in a timely manner. They ripped the walls and ceiling apart, and hooked up the driers. They had to take out quite a bit of wall and ceiling, and they made everything temporarily nice with the insulation, didn't come out or fall over the house. They did a pretty good job and I'm very pleased up to this point. There's a gentleman out there right now, and everything is going well. Every time I called John, he's gotten back to me quickly about what the next step is. They're trying to get the work wrapped up and the plastering done. Last week, they came and hung the walls and ceiling. I got the plaster guy lined up, and the painters come next. Hopefully, by next week they'd be done with the work.
The ServiceMaster guys have been a nice buffer compared to the man that installed my roof. That roofer was defensive, concerned that my insurance company was going to go after him for something that I paid him to do, and even tried blaming me when I got on the phone with him. It's been a frustrating experience on one end with that roofer, and ServiceMaster has made it as painless as possible on their end. Everybody at ServiceMaster acted like they cared and showed concern for what was going on in my home, contrary to how the roofer acted.
We had a water leak in the kitchen. Scheduling for the appointment was done through the insurance company, and ServiceMaster sent out people to pull up the floors and the wallboard, and then dry out all of the areas that were damp, wet and moldy. The contractors sent out was very competent and on time. They did the work very quickly and good, and I was pleased with it.
Our church caught fire and we had quite a bit of water damage. We scheduled a service with ServiceMaster Restore and they are still working. They managed to meet up with us at our desired time and they've been very professional and friendly. They are still working on it because they realized this week that there is more damage than what we were aware of. I'm not sure how long this would take, but it's good that they caught that. Overall, we're very satisfied with their service.
I had a flood - a pipe broke in the wall. ServiceMaster Restore came immediately with my call and brought in their fans and dehumidifiers. They were very pleasant and helpful. I'm very satisfied.
ConsumerAffairs Research Team
The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.
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 and commercial company, so they offer one of the widest range of services for any mold removal company. ServiceMaster Restore takes care of tasks such as pest control, lawn care and more, in addition to mold removal.
- 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.
Question and Answers - ServiceMaster Restore
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 Profile
- Company Name:
- ServiceMaster Restore
- Year Founded:
- 3839 Forest Hill-Irene Rd.
- Postal Code:
- United States