SERVPRO of Affton/Webster Groves

Varied Workers Good; Several very professional Coordination of day to day - poor. Communication needs improvement. Work not coordinated and not completed accurately. Every day different crew and each crew did not know the previous days work that was completed and where to begin from there. Daily phone calls at the end of the day to the crew to leave early or connect with other crews to assist in transportation and passing of materials. Left early on holiday weekend leaving extensive amount of work not completed. It was reported there was another 'crisis' to attend to however the amount of work they left uncompleted for a 3 day weekend and how it affected the family's daily living was extensive. All workers were nice - however summer high school workers (owners children) needed much more guidance and are not background checked. Several crew members were excellent - Chris, Reed, Drew, Adam and others. Can not express enough how the different workers were in respect and integrity. There was some very honest and trustworthy situations which they handled very well as a team on site. Job was identified as "too small" for owner to do a check in. However it ended up being a 6 day job. (No job is ever too small to make a quality check in my opinion). Damage was done to refrigerator during cleaning from high school boy belt buckle from leaning over it - was told they would follow up with me but never heard back on this issue. Floor was damaged from equipment removal - told to send a bill when it gets fixed. Tool(s) were left at the very end - still have on site. Day to day never same time of arrival and they were only 3 minutes away. Have never heard from anyone since the last day of work performed. No follow up or discussion for the concerns. Definitely need to work on their process and support to residential customers. Probably very good at the commercial support. Still have many concerns and discussion that will be produced to the owner. Attention needs to be given for the day to day assignments. They did well on the detailed cleaning for many rooms. Duct work, siding cleaning, most surface cleaning was done well. First day of cleaning - service performed by 2 staff was thorough. Both were crew leader staff. Anyone securing them for their cleaning crisis should watch out for supervision of seasonal staff, ensure clear communication on who is the coordinator and how to support day to day operations, watch out for the afternoon phone calls from the office as this hampered all workers in their view for how their day would end. Still waiting on some type of closure from the company or the follow up that was told would be done. Its been over 2 weeks since they exited. I would have them in again however with a completely different 'watch over' for day to day operations