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SERVPRO of Saginaw / SERVPRO of Bay City

General Remodeling, Oriental Rug Cleaning, Biohazard Remediation,

About us

SERVPRO of Saginaw and SERVPRO of Bay City have proudly served residents of Saginaw and Bay Counties and the surrounding region since 1996. We are locally owned and operated franchises of Servpro Industries, Inc. If you file an insurance claim for your property damage, we can bill your insurance company directly. SERVPRO is trusted by over 350 insurance companies and we are available 24/7/365. Our SERVPRO professionals are trained and certified with some of the following credentials: Certified Restorer (NIDR/RIA); Fire & Smoke Restoration (IICRC -The Clean Trust); Certified Mold Remediation Supervisor (CMRS - IAQA); Certified Mold Technician (ASCR); Water Damage Restoration (IICRC - The Clean Trust); Advanced Structural Drying (IICRC - The Clean Trust); Eight-hour Hazardous Waste Operations and Emergency Response; 30-hour General Industry Certification (OSHA); 10-hour General Industry Certification (OSHA); Infection Control Risk Assessment (ICRA). Currently we have nearly 60 employees and we place a high priority on community service and commitment to our neighbors. We support the American Red Cross, Rescue Ministries of Mid-Michigan, Bay County Firefighters Association Chili Cook-Off, Underground Railroad Adopt-A-Family, Saginaw Children’s Zoo, Frankenmuth High School Football, Frankenmudder, National Night Out – America’s Night Out Against Crime, and the following Chambers of Commerce: Saginaw County Chamber, Bay Area Chamber and the Frankenmuth Chamber.

Business highlights

29 years of trusted experience
Emergency Services Offered

Services we offer

We specialize in disaster recovery services including fire and water damage cleaning and restoration, water removal and dehumidification, reconstruction, mold mitigation, carpet cleaning, biohazard decontamination, odor removal, document drying, contents/furniture cleaning and contents storage if needed. Whether the damage is located in just one room or an entire building, we can do any size or type of cleaning or reconstruction project.

Amenities

Emergency Services
Yes


Accepted payment methods

American Express
Check
Discover
MasterCard
Visa

Photos of past projects

Reviews

2.04 Reviews
Number of StarsImage of DistributionNumber of Ratings
5
25%
4
0%
3
0%
2
0%
1
75%


Rating CategoryRating out of 5
quality
2.3
value
3.0
professionalism
2.0
responsiveness
2.7
punctuality
2.7
Showing 1-4 of 4 reviews

Deanna S.
05/2015
1.0
remodeling
  + -1 more
SP came out for an estimate and everything went well. During the visit, we let SP know the repair was not an emergency -- and if the job was going to cost more than MetLife was going to cover - we would wait and reach back out in 2015. Christmas was only 2 weeks away and we were gathering quotes because my siblings and I wanted to start doing repairs to our parent's home early 2015. Our SP Project Manager (*PM) stated they would know more after they submitted the quote to ML -- which was $4389.55. After the submission, ML approved the repair for $3389.55 After we saw the approved amt, we let SP know we wanted to wait due to ML not covering the full job - the 1K (deductible) -- was something we didn't want to spend due to X-mas being a few weeks away. SP then stated that the quote amt was nothing to worry about and they wanted the job so they would 'make it work.' Meaning, the approved MetLife amt would cover the full job. (*The 1K was our ML deductible. Contractors often include the deductible in their quote - so the customer does not have to incur additional cost.) My mom asked SP PM more than 3 x's (I did as well) was he sure the ML check would cover the full amt. He assured we wouldn't owe anything. Our SP PM, who by the way is a very nice guy said "we wouldn't do that to you all, especially around the holiday's - we will make this work for you." We moved forward and SP did the job. 12/12/14: Received email from SP asking us to rate their service, which was great and I let them know that in a review. 1/12/15: Received email from SP (Saginaw) informing me of an 1K balance that was still due. Immediately, I email SP back to inform them we did not have a balance because of what our SP PM told us. This is where the back and forth began. 1/13/15: Our SP PM joined the email chain and apologized for the miscommunication and said they never waive deductibles. SP gave us the impression they would make it so the deductible was covered in cost. Not only did I understand it as that - but my mom and siblings did also. All three of us being home owners + rental owners we have had this type of setup with contractors before. The back and forth continues -- then we just decide to pay. BUT, since we felt this was done unfairly + under false pretenses just to win our job - we would break in payments and pay when we could. As this was a bill we should have never had, as we would have waited and gotten other quotes - but SP lied about making sure the job was covered by our ML check just to win the job. SP agreed on a payment plan, but when I reached out to setup the 2 payments 4 months later, I wanted a final written agreement and payment form emailed to me. They didn't send the agreement, but sent the payment CC form. SP sent the doc on 5/18 - I didn't get to respond until 5/19 when they resent it at 12:34 pm est. I told them I would send over EOD. But, I did not have access to a fax/scanner and traveling - so I did not get to send over and planned on getting to Kinkos in the am. On 5/20 and at 9:09 am est - SP sent an email stating that since I did not send EOD (not even a full 24hrs) they "assumed I didn't intend to pay them" and was sending us to collections. At that point, I was tired of everything and said just do that because I didn't know I had timer on me. SP collections was even worse -- Patricia Martinez was very rude, yelled/did not allow me to speak -- just the most unprofessional person I have ever come across. SP Collections/Ms. Martinez added $200 to the balance and threatened my almost 70-year-old mother with a home lien for 3K if she didn't pay that day. We would have paid it off in less than 15 days if they gave me a full 24hrs to send over the form. I would not recommend SP due to saying one thing to win new business and then not honoring their word after they have. Not the way to do business and I will warn others so they will not experience what my family has. My family wants to warn others about SP's practices, as well as warn others of their collections practices + tactics. SP Collections yelled, screamed, did not allow calm verbal engagement and very unprofessional and rude to me and my mother. SP collections also used threat tactics on my mother saying they would place a 3K lien on her home causing her anxiety + stress.
Description of Work: We worked with ServPro (*SP) for ceiling damage to my parent's home. SP was recommended by MetLife (*ML).

Rating CategoryRating out of 5
professionalism
1.0

$4,389.55

Response from SERVPRO of Saginaw / SERVPRO of Bay City
Thank you for your feedback. We appreciate hearing from you and we are glad to know that you and your mom were very satisfied with the actual restoration work done on the property and that our Project Manager (*PM) was “a very nice guy.” In fact, the Certificate of Satisfaction completed for the job clearly stated that our work was done with high quality to the satisfaction of your family. It seems, however, that there were some misunderstandings regarding the deductible and we have tried working with you for many months to resolve the problems. It is unfortunate that you felt the need to negatively review us online, as we have tried for many months to work with you and communicate with you, and your initial review of our services in December was excellent. Additionally, all the paperwork that was signed (and carefully reviewed by you before the job started) clearly outlined the conditions of the contract and the expectation for payment of a deductible. Two points regarding the deductible issue: First, a deducible is the responsibility of the insured. This is always stated in an insurance policy, and it’s even on the MetLife website. According to the MetLife website: “MetLife Auto & Home will give you a complete damage estimate after a loss. This estimate will show the total dollar amount of your covered loss, less your deductible and depreciation (if applicable), and the net amount we will pay toward the loss.” Here is the link to that information (click on the link “When do I pay my deductible?”): https://www.metlife.com/individual/insurance/home-insurance/index.html#faq So that is exactly what happened. MetLife did pay the total amount of the covered loss, less the deductible. Again, the deductible is the responsibility of the insured, and if there is any uncertainty about that point, the insurance agent or adjuster can clarify questions you have. When a person has an auto claim or a medical claim, deductibles are a necessary part of the insurance process. That is just reality. That is how insurance works. Any reputable service provider you hire for an insurance related claim will follow insurance protocol and expect payment for your deductible. It is simply fallacious for you to write that the deductible is “a bill we should have never had.” Second, from your comments it looks like our PM took great care so that you and your family didn’t have to pay the deductible right before Christmas. Additionally, your family requested that the work be completed before Christmas so you would have accommodations for visiting family members. It seems like our PM was very understanding and patient with you around the holiday season, and didn’t ask for any deductible payments up front because at the time you didn’t know the deductible amount. To use your quote: “we wouldn't do that to you all, especially around the holiday's - we will make this work for you." Meaning, we will work with you and your family so that your deductible can be paid after the holiday season. That was very generous on our part, especially considering that your family was completely satisfied with the work done on the property and your initial review of our services on 12-15-14 was the following: “Servpro was excellent. We are very happy with the results of our service! The Servpro team was very polite, accommodating and fast. Thanks again for such great service. We will definitely recommend ServPro to others.” We were also very patient while waiting for over 5 months for you to submit a payment toward the deductible. It is misleading for you to claim that we “had a timer” on you and didn’t give you a full 24 hours to submit a payment when, at that point in May, we had already given you many months to submit ANY type of partial payment. We offered several times to arrange a payment plan with you to accommodate your circumstances. Thank you again for your feedback. We hope this helps clarify some of your concerns. Unfortunately, we are at an impasse regarding the deductible conversations that happened when the job was signed, and we hope that we can now respectfully part ways. We wish you and your family the very best.

Cathy S.
01/2014
1.0
Absolutely horrible. My daughter's sump pump failed which resulted in a flooded basement which was fully finished with carpeting. My husband called Servpro to remove the water and contain the damage. First, they didn't let us know when they would be arriving. Upon arrival about an hour after my husband called, they sent one guy who didn't have appropriate equipment. My husband had to borrow a pump from a neighbor to stop the water from coming in and all Servpro did at that point was to pump out some standing water. They did not take up the carpeting or pad to dry it out. They said to "call tomorrow" and they would come back (maybe with enough manpower and appropriate equipment?). The next day I called two local restoration companies, both who told me they would NEVER have left the wet carpeting and pad down overnight and it should have been removed at the time. To not do so risks further damage and mold growth. I then called ServPro and told them we would be using a local restoration company who knew what they were doing. Perhaps Servpro was trying to turn one visit into two in order to overbill the insurance company? Then, in addition to all the above, they billed us $493 for two hours of work. These people are awful.
Description of Work: Removed some standing water

Rating CategoryRating out of 5
quality
1.0
value
1.0
professionalism
1.0
responsiveness
2.0
punctuality
2.0

$500

Response from SERVPRO of Saginaw / SERVPRO of Bay City
Thank you for your feedback. We appreciate hearing from you. We have tried investigating your claims of poor service, and we have no record of completing services at your address, or for a customer with your name. Can you please contact Melissa (mbodell@rdmhc.com or 989-752-8644 ext. 225) with more information (such as the actual service address and customer last name) so that we can investigate your situation and any potential job records? Additionally, are you sure you used SERVPRO of Saginaw & Bay City and not another franchise location? There are multiple SERVPRO locations in the area and each one is independently owned and operated. Please let us address a few of your points: First, when a customer requests our services, we arrange for a time to meet with that customer on site. Otherwise, our crew would not be able to assess the damage to the property or get the paperwork signed by the homeowner. It is our protocol to set an arrival time with the customer (even if it is a time range, for example, “We will be there between 5pm and 6pm”) and call when we are in route. We are sorry to hear that did not happen for you. Second, we dispatch our water mitigation crews in pairs. The crew will arrive in their green commercial box truck filled with the appropriate equipment, extractor, cleaning supplies, air movers, and dehumidifiers, etc. We send out two technicians to work as a team so the process runs smoothly and quickly. Third, we completely agree that the wet carpeting and pad should have never been left overnight. We follow strict IICRC standards (http://www.iicrc.org) for our industry, and we work very hard to adhere to professional restoration protocols. All of our water mitigation technicians in Saginaw are IICRC trained and certified. They would have known that the padding should have been removed, and the carpet should have been dried and cleaned. The only time we would consider leaving wet items in place is when homeowners ask to remove the damaged items themselves so that they can save money on labor costs. Finally, we work with dozens of insurance companies, and all of our pricing and estimates have to be reviewed and approved by the insurance adjuster assigned to the claim. It is unethical for us to “overbill the insurance company” and there are protocols in place by your insurance company and adjuster to ensure that overbilling would not happen. We never intentionally come to a site more than necessary in an attempt to overcharge customers or the insurance company. We want to do the job right the first time!!! Again, please provide Melissa with the actual service address and customer last name so that she can investigate your complaints, research the job files, and determine if it was SERVPRO of Saginaw & Bay City that responded to your daughter’s home. If it was our office, we want to take the appropriate steps to ensure that our technicians and crews always complete their jobs professionally, respectfully, and with the strictest adherence to IICRC standards. Thank you again for your feedback. We wish you and your daughter the very best.

Craig M.
04/2013
5.0
remodeling
  + -1 more
They did a great job fixing the problem. If someone is looking for this kind of service they were very good.
Description of Work: Servpro of Saginaw did a great job helping with our flooded basement.

Rating CategoryRating out of 5
quality
5.0
value
5.0
professionalism
5.0
responsiveness
5.0
punctuality
5.0

Yes, I recommend this pro

Response from SERVPRO of Saginaw / SERVPRO of Bay City
Thank you for your feedback and trusted business. We appreciate your comments and the opportunity to serve you. We hope you never have the need for our services again, but if you do, we hope you will once again trust SERVPRO of Saginaw to clean and restore your home.

BERNADETTE G.
10/2010
1.0
remodeling
  + -1 more
We were upset about the crown molding done by someone else that they subcontracted with. He said that he didn?t mind removing the cobwebs from our ceiling, it was an insulting comments. It was not that dusty. He seemed angry that we called him out here as we were apparently taking him away from other jobs. Had us waiting hours for them to arrive.
Description of Work: Troy came out here after our insurance contacted them.

Rating CategoryRating out of 5
quality
1.0
professionalism
1.0
responsiveness
1.0
punctuality
1.0


Response from SERVPRO of Saginaw / SERVPRO of Bay City
Thank you for your feedback. We appreciate knowing ways we can improve. We will address your concerns with the Project Manager that handled your claim. We know how important it is that contractors speak with respect and are punctual with appointments.

    Contact information

    470 N. Adams St., Saginaw, MI 48604

    www.servprosaginaw.com

    Service hours

    Sunday:
    Closed
    Monday:
    8:00 AM - 5:00 PM
    Tuesday:
    8:00 AM - 5:00 PM
    Wednesday:
    8:00 AM - 5:00 PM
    Thursday:
    8:00 AM - 5:00 PM
    Friday:
    8:00 AM - 5:00 PM
    Saturday:
    Closed

    Licensing

    Bonded

    Insured

    Eco-friendly Accreditations

    LEED Accredited Professional
    No
    Energy Star Partner
    No
    EPA Lead-Safe Certified
    Yes
    Use Green Products or Work Practices
    Yes
    State Contractor License Requirements

    All statements concerning insurance, licenses, and bonds are informational only, and are self-reported. Since insurance, licenses and bonds can expire and can be cancelled, homeowners should always check such information for themselves. To find more licensing information for your state, visit our State Contractor License Requirements page.

    *Contact business to see additional licenses.


    Service Categories

    General Remodeling,
    Oriental Rug Cleaning,
    Biohazard Remediation,
    Mold Testing & Remediation,
    Asbestos Removal,
    Air Duct Cleaning,
    Window Cleaning,
    Water & Smoke Damage,
    Upholstery Cleaning,
    Drapery Cleaning,
    Carpet Cleaning,
    Blind Cleaning

    FAQ

    SERVPRO of Saginaw / SERVPRO of Bay City is currently rated 2 overall out of 5.

    Sunday: Closed

    Monday: 8:00 AM - 5:00 PM

    Tuesday: 8:00 AM - 5:00 PM

    Wednesday: 8:00 AM - 5:00 PM

    Thursday: 8:00 AM - 5:00 PM

    Friday: 8:00 AM - 5:00 PM

    Saturday: Closed

    SERVPRO of Saginaw / SERVPRO of Bay City accepts the following forms of payment: American Express,Check,Discover,MasterCard,Visa
    No, SERVPRO of Saginaw / SERVPRO of Bay City does not offer free project estimates.
    Yes, SERVPRO of Saginaw / SERVPRO of Bay City offers eco-friendly accreditations.
    No, SERVPRO of Saginaw / SERVPRO of Bay City does not offer a senior discount.
    Yes, SERVPRO of Saginaw / SERVPRO of Bay City offers emergency services.
    No, SERVPRO of Saginaw / SERVPRO of Bay City does not offer warranties.
    SERVPRO of Saginaw / SERVPRO of Bay City offers the following services: We specialize in disaster recovery services including fire and water damage cleaning and restoration, water removal and dehumidification, reconstruction, mold mitigation, carpet cleaning, biohazard decontamination, odor removal, document drying, contents/furniture cleaning and contents storage if needed. Whether the damage is located in just one room or an entire building, we can do any size or type of cleaning or reconstruction project.

    Contact information

    470 N. Adams St., Saginaw, MI 48604

    www.servprosaginaw.com

    Service hours

    Sunday:
    Closed
    Monday:
    8:00 AM - 5:00 PM
    Tuesday:
    8:00 AM - 5:00 PM
    Wednesday:
    8:00 AM - 5:00 PM
    Thursday:
    8:00 AM - 5:00 PM
    Friday:
    8:00 AM - 5:00 PM
    Saturday:
    Closed