ServiceMaster Downtown Minneapolis

They were fine. They were good. I've used them before.

Upon returning from work one day, we discovered our washer hose had split and flooded our house. I called insurance first, got Service Master's name and number, and they were out within 2 hours. They sucked up what water they could, measured how far the water had seeped up walls, into carpet, hardwood floor, laminate floor and cabinets. They took an oriental rug back to the shop to clean, removed carpet pad and baseboards and left us with vacuum mats, fans and dehumidifiers to start the drying out. They came back 2 days later to monitor progress and reposition fans, and again at 1week to remove equipment and meet with the insurance adjuster. We saw 4 different people in all, but all were very considerate and informative - they seemed knowledgeable about what could be salvaged or what should be replaced. I haven't listed a price because I don't know yet - they were going to bill our insurance directly. I would have no issues with using them again.

I spoke to Todd to schedule the service. Todd indicated that when the tecnician arrived on Monday, we would receive a detailed estimate of the cost. When the tech arrived, he asked me to sign a contract indicating I release them of any liability, etc but with no estimate. I pushed back and the tech called the office. Over the phone, I was quoted $1,000. This seemed excessively high to me as the range I had been given the day before (granted, sight unseen) was $300-$400. I indicated that I wanted a detailed estimate and ended up speaking directly to Todd. After a lengthy conversation where I was told all of the "components" that went into the price, we ended up at $530. I personally wrote all of these items into the contract and signed. The tech did a good job of moving furniture and pulling up the carpet and removing the carpet pad. On Friday, a (different) two-person crew returned to ensure everything was dry and re-tack the carpet. Their work looks good. A day or two later, we realize that four of our Netflix Blu-Ray DVD's are missing. We have empty envelopes with no DVD's inside. (They were in the basement where the water damage was.) I called to speak to Todd and he indicated that they haven't had any reports of theft in the past. I indicated that I don't have specific proof, but at a minimum, would appreciate having ServiceMaster look into this issue. My call was escalated to Todd's Manager (Can't remember his name) and he took all my information and indicated they take this very seriously and would research further and get back to me. Again, I only indicated that this is the result and we have no proof, but this is very concerning. I then received a message from yet another manager (Scott Norten) indicating they take this very seriously and he needs more information. I have left at least 4 messages with Scott over a span of one week and have not yet heard from him. I have asked him to call me after hours if available and have also asked him to leave an email address if that is easier. I have also asked him to leave a message in terms of the additional information he needs from me to no avail. While I am not necessarily expecting the $80 back that we were charged from NetFlix, it seems that if they take this so seriously they would be better at the follow-through. I have since given up trying to contact Scott and we will not be using ServiceMaster again.