PuroClean Emergency Services - Jacksonville

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Wayne Terry, the business owner, is an extraordinarily responsive professional and an unbelievably nice guy, to boot. We are out of state owners of a rental property in Orange Park, Florida. Wayne alleviated our distress by immediately responding to our contact, quickly assessing the situation and making recommendations, providing his professional services to remedy the mold problem, guiding us through the insurance claim process, and coordinating with all ancillary service providers for a smooth resolution. We've remained friends and consider him a completely trust-worthy go-to-guy who continues to help us out with unrelated home maintenance issues whenever we need it.

I can not express enough thanks and appreciation to PuroClean emergency services for the outstanding job they performed on cleaning up our two bedroom condo that was damaged by water, mud and mold. Our neighbor's pipe broke and flooded our condo. The water was running for period of time and caused extensive damage and mold. We were out of town and had to rely on PuroClean to handle the emergency for us. They responded swiftly to our emergency! PuroClean set up a website so we could view the progress and our technician, Andy, was in constant phone contact with us. PuroClean also provided mold remediation. We had the condo tested by a separate company and the remediation was successful. The service provided by Puroclean was exceptional. I would highly recommend this company

The technician evaluated the problem promptly and determined that we needed a few fans installed. He reviewed with us the price of the fans and mentioned he could save us money by not revisiting our home daily but never provided an estimate. Unfortunately, that's when things started to go downhill not with the equipment but with the company itself. Once the area was dry after about two days, the technician was going to pick them up on Saturday. We waited around during the agreed upon window and he then called and said it would be Sunday instead. We then waited all of Sunday and he called late in the afternoon to let us know that we could keep the fans for an additional day. While that was nice, we blew two afternoons waited for the pickup around the house. When we got the bill for the service, it showed a service fee of $120, which one is used to when you use contractors. But on top of that, the franchise charged us an hourly fee for time the technician wasn't on site. The technician was on site for about an hour and a half and we were charged for 4.5 hours. When we confronted the franchise owner about this, they told us that the billing was for travel time (apx 30 mins each way). When we asked for clarification, they then said it was actually for an emergency service even though we never said we were in an emergency state and could have waited another day. After stating that it was never an emergency, he just went back to a previous state that this was just industry standard for insurance companies to pay and that's just the way it was going to be even though we were a cash customer. He mentioned that we would never have noticed this rate if it was like it used to be where everything was not on a line item level but just one general bill. Because we were dissatisfied for this practice, he offered to discount the price by 5% or apx $30 and said if we didn't pay it in full, he was going to refer us to his lawyer and make us pay legal fees. All in all, it was a good experience with the technician's quality other than the punctuality of the fan pickup. The main issue for my poor review was that there was never a written estimate telling us of their hidden fees and the fact they charged us for hours that they were not on site. When we asked for explanation about the bill, it took a week before we received a response and the response was an unbending answer, leaving me the feeling that I was being ripped off. I would absolutely not use this company for any type of service ever again due to them double-dipping the bill. Only a fraction of their business is from cash customers and I think they're used to just passing those shady costs to the insurance companies with no questions.