SERVPRO OF VIRGINIA BEACH

ServPro was great on the remediation side. I had a burst pipe, and they removed or dried the damaged items. The problem started with the restoration when their employee, Austin, brought Frank Singleton of Dominion Restoration to my home for repair. Austin gave him the highest recommendation. Well, the contractor put in floors before painting wallsrequiring the floors to be re-done. He failed to supervise subcontractors so that new quartz counters had to be removed and redone. A two-week project became a 4-month nightmare. When I complained, I was verbally abused, gaslighted, and bullied. The contract said he wouldn't pay for items purchased by the client, but then Frank asked me to go buy faucets, light fixtures, and microwave, I stupidly assumed he would be ethical and take those off the bill. He didn't, and further threatened to put a mechanic's lien on my elderly mother's home if I didn't pay him for things he never bought but instructed me to buy. So I paid twice.

Not impressed with overall quality of workmanship

Tried to get him to get him to schedule, provider was to busy at first. Called to check to see if they were still busy. Never heard anything back. Finally got a call and he said would give me some recommendations and haven't heard anything from the last message.

The first guys who came out smelled badly of cigarette smoke. They responded very quickly and seemed to do a very good job of drying the place out. They want you to fill out an evaluation on their iPad in their presence, so it is hard to be too critical. All-in-all they did a good job and I am satisfied.

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This business seems to have a big front office/ work area disconnect. While the actual work on the car was okay, and the guys back there seemed nice enough for the brief interaction I had, working with the women in the front office was a nightmare and the prices were really high for the work done. They were supposed to call when the work was done, but didn't. They had said they would be able to pick me up so I could get the car, but didn't (so I had to try to get a taxi at the last minute so I could get there before they closed). The office staff were just obnoxious.

They were very prompt. I did not like the fact that they wanted us to fill out reviews on them while all the technicians were standing there. It felt like you have to give them a good grade because the technicians were standing there. I did not like that but they would not leave until the paperwork was filled up and one of the pieces of the paperwork was to evaluate the technician. I even asked if I could fill that up and drop it in the mail later. They said it needs to come in with the paper work. It sounded like guaranteeing that they are going to get a good grade on everything. They were not very detail-oriented in some respects and the contractor that they hired also was not so it resulted in two callbacks. For example one of the HVAC vent in my ceiling was taken down and it never was put back and they said that they will have somebody come out and do it. They never did. We ended up replacing it ourselves. They just did not have a lot of attention to detail.

The workmen ship was terrific. Servpro and all the contractors were very professional and they were willing to go the extra mile to help me in all the confussion. They did little minor repairs on their own and anything we foound that needed a little touch up they did without cost to me. I saved the contractors names for furture reference. The contractor that did the wood floors did a great job. Makes all the rooms look even bigger and works well with any decor. Servpro even took care of all he finances with the insurance company and I did not need to do any work. Servpro kept in touch with me and the insurance company on all the details and worked all the extra pricing with them. It felt great to not have to worry about anything. At first I thought it was going to be difficult to deal with but it all worked out.

At first we thought it would only take 2 days. The reading on the extraction machine indicated additional time was needed to complete the job. It ended up being 4 days but the employees made it better by providing fantastic customer service!

The water extraction and emergency response portion of this situation went fairly well. We had a plumbing leak on the second floor over top of our kitchen, which had been remodeled less than two years prior to the incident. Following the mititgation, we agreed to have Servpro handle the repairs. In order to extract the water, prevent mold damage, etc., a large portion of the ceiling was removed, as well as small portions of the wallboard on either side of the kitchen window (bordered on either side by cabinetry). The walls were cut out very close to the cabinetry, and a decision was to leave the cabinets in place and slide drywall behind the cabinets. There is some question as to whether this was solely a Servpro decision/direction to the initial subcontractor, or this is something the subcontractor volunteered. Servpro says the latter; the subcontractor indicated that he was told the repair work would be his if he agreed to handle the repair this way. I believe this initially set the repair process on the wrong foot, because the cabinets get "racked' slighly. I believe this then led to issues with fit and finish of the drywall ceiling and the reinstallation of crown molding. There were several other issues with the quality of the repair work, and the initial effort was simply atrocious. There were extensive ripples in the ceiling, the crown molding didn't meet at the corners, there were signfiicant gaps between the crown molding and ceiling at several locations, etc. Servpro was contacted, and after some persuasion I agreed to give the subcontractor another opportunity. Unfortunately, although better the second attempt was still not acceptable. Another subcontractor was brought in, and the quality of the drywall and painting work was substantially better. However, there were still significant quality issues with the reinstallation of the crown molding. The crown molding was an architectural millwork product by the kitchen cabinet manufacturer, rather than a molding that might be found in the home improvement store. At this point, however, it had become damaged, had excessive nail holes, was marred, etc. Servpro initially refused to replace the millwork because it wasn't damaged in the water incident. It was damaged by their subcontractor, but this didn't initially seem to matter. Eventually, they agreed to work with the orgiinal kitchen remodeler and replace the molding (with the kitchen remodeler's craftsman). The attention to detail by Greenwich Kitchens was greatly appreciated, and to the untrained eye it is difficult to know that the event ever happened. Servpro has as their motto "Like it never even happened." Unfortunately, they seemed unwilling to live up to this motto during the restoration phase. I would consider using them in the future for emergency water extraction, but would be very reluctant to have them handle restoration work.

The original timeline for the job was supposed to be 5 working days and as I write this it's been 10 working days. The company only sent 2 workers and the 2 they sent have been slow, lazy and unproductive. They have been called off of my job to go elsewhere for ''emergencies'' on 3 occasions, and have taken at least an hour and a half for lunch each day and on one occasion 2 hours. None of the furniture has been wiped down correctly and we have gone behind them and the rags turn black on every piece of furniture they have suppossedly cleaned. The workers have dissappeared on several occasions only to be seen relaxing in the company van, and even found kicked back reading one of my magazines when he was supposed to be cleaning. Things were left half cleaned with some sort of cleaning solution running down and caked all over them. Chairs dented and scratched from the workers standing in them. The company was informed and thier response was to send one back anyway, only one and noone else

Servpro did a terrific job of getting all the walls and flooring together after the leak was fixed properly. They used big fans to dry everything out. The work was done as timely as possible so we could get our home back in order. We most certainly got agreeable results, and I was impressed with them.