SERVPRO OF WHEATON KENSINGTON

Initially undermanned but then resolved with more workers

it went well and i was very happy with their work.

The rest of the "service" industries should come here for training! An ill pet created a minor emergency for us. At least a half dozen carpet cleaners could not possibly work same day. Jennifer at Servpro of Wheaton Kensington juggled the schedule to get a crew to us that day. Justin and his helper explained the options clearly, set to work, and exceeded our expectations. In a perfect world we will not need to call Servpro again. This is not a perfect world and someday we will need help with some household disaster. I will count on the great folks here when it that happens.

unknown

During my initial call I specifically instructed the telephone rep that I needed to have two sofas cleaned, but that they have and quot;Cleaning Code Sand quot; tags. She assured me that she understood that this meant no water-based products could be used and instead required cleaning with solvent. The cleaners were supposed to arrive between 9 and 11 a.m.; they called at 10:45 and explained that they would arrive between 11:00 and 11:30, so they were already running late due to poor scheduling on the part of the home office. Then they did not arrive until 11:45 due to a traffic accident. Once in the house, the cleaner and quot;Aramisand quot; thoroughly explained the process they were going to use and since it was immediately apparent that he planned to use water, I stopped him before any damage could be done. He had received no instructions regarding and quot;Cleaning Code S.and quot; He checked with his supervisor who offered no solution, so I called and quot;Phillipand quot; in the office directly. Phillip said he had no record of special cleaning instructions and that the franchise is incapable of cleaning any and quot;Cleaning Code Sand quot; furniture. He uselessly apologized while still trying to sell me and quot;Deep Extractionand quot; services but didn't seem to care very much that I had been inconvenienced through wasting a full half-day for a service they couldn't even provide. Aramis behaved professionally throughout our dealings and remained calm and collected; he obviously felt bad that my time had been wasted. The fault here lies with the person who initially took the call for (1) not being familiar with the franchise's capabilities and (2) not taking accurate notes for the cleaning crew, and also with Phillip, who was spectacularly unhelpful.

I admit I was skeptical but when Max came back on Monday morning, took a moisture reading once again which showed the floors were normal, and the floor boards had noticeably flattened back, both my husband and I were impressed. Max said the floor would continue to go back to its normal feel and it has. There is no noticable water damage to the floor and my husband and I only notice the feel of the wood in certain places because we know the damage was done. The money we spent was well worth it to not have to repair or redo the wood floors for quite some time. Max was very professional and easy to work with and I highy recommend Max.

ServPro of Wheaton Kensington responded within 30 minutes, accomplished the clean up, removal of damaged flooring anddamaged portion of the walls. They applied anti-mold solution and the fans. They checked on progress consistently. In addition, they arranged for a POD to store furniture while new flooring was accomplished - and - they accomplished the moving of furniture which was a huge effort. Everyone who responded was professional, capable, helpful AND friendly. We had to interrupt the repair process due to family illness and they accommodated us at every step. This has been an exceptional service experience.

While it took them four days to come to the house (I was not the house in the area with the same problem), the crew was very professional and managed to clean the mess with a minimum of fuss. Unfortunely, another bad storm hit two hours after the crew competed their work, knocking out electricity for 48 hours. They cheerfully let me keep the dryers and dehumidifiers for the additional time required to dry out the basement.

THE SERVPRO EMPLOYER WHO CAME WAS EXTREMELY PROFESSIONAL, AND DID HER WORK EFFICIENTLY. WE WERE SATISFIED WITH THE WORK. SHE ALSO GAVE RECOMMENDATIONS FOR ANY FUTURE INCIDENCES OF SEWAGE OVERFLOW.