SERVPRO of New Kent/Williamsburg/Northern Neck

THE SERVICE TO REMOVE THE MOISTURE DID NOT WORK AND WE EVENTUALLY HAD TO REPLACE SOME DRY WALL, SOME FLOORING, BATHROOM FLOOR, ETC. IT MAY BE THAT THE DAMAGE WAS UNABLE TO BE FIXED BY THE COMPANY AND NOT THEIR FAULT. HOWEVER, IN THE PROCESS THEY REMOVED A TOILET FROM THE UPSTAIRS BATHROOM AND PLACED IT ON A PIECE OF PLASTIC ON OUR BEDROOM CARPET. SOMEHOW THAT LEFT A VERY NOTICEABLE STAIN IN THE SHAPE OF THE TOILET ON OUR CARPET. I HAVE NOTIFIED MANUEL FLORES AT SERVPRO ABOUT THE PROBLEM AND THE RESPONSE I GOT WAS THIS " The toilet was set on plastic on top of the carpet please explain to me how the toilet leaked onto the carpet. Has the insurance company paid to clean the carpets? Unfortunately I will not be able to clean or replace the carpet , there has been multiple water damages and large losses that I'm responding to . I await your explanation. Manuel Flores" THIS IS EXACTLY WHAT HE SENT TO ME AND I BELIEVE THIS KIND OF RESPONSE AND THE UNWILLINGNESS TO ADDRESS AND TAKE CARE OF THE ISSUE ARE UNCONSCIONABLE TO SAY THE LEAST. WE ARE PAYING TO HAVE THE CARPET CLEANED AND IF THE STAIN WILL NOT COME OUT WE ARE UP THE "YOU KNOW WHAT" CREEK! THANK YOU FOR HORRIBLE SERVICE!

My parents suffered an awful kitchen fire and within hours of the fire being extinguished by the fire department the staff at SERVPRO arrived at the home to begin assessing the damage. They demonstrated great compassion and care for my parents as they toured the home and began developing a plan for the restoration process. After 4+ weeks of intensivent cleaning every nook, crany and personal item has been thoroughly cleaned. Some items were damaged by the fire and of course could not be repaired or replaced but the remainder for the home looks beautiful! During such a difficult time it was hard to allow strangers in to move and clean personal items and personal spaces, however the staff were extremely professional and attentive to the sensitive nature of such a restoration project. Security was never a concern as they inventoried and documented the personal items thoroughly with the assistance of my parents. The attention to detail was impeccable! Soot and smoke are very difficult to full remove and yet there are no remnants of them anywhere in the house. There experience and knowledge made working with the insurance company much easier. I rated their price as a "B" only because I do believe their pricing structure is slightly high. However, I must say that the quality of the workmanship is terrific.