Business ProfileforSERVPRO of Beverly/Cape Ann

You responded to my request to look at my mother’s basement mildew problem and charged me $150 because “there might be mold”. I thought this was unreasonable, as no mold had been identified, but as Servepro had a good reputation I paid the fee, to be refunded if the job was done. I fully intended to hire your company. Your team arrived at my mother’s home in good time, on Thursday, Oct 21. Danny and his associate looked at the job and he asked if a test for air mold had been done (no). This was his explanation for the $150 fee, but if there was no such evidence of mold, why did I have to pay up front for an estimate? First hint of trouble. We discussed mildewed wallpaper removal; Danny said they had never done that before. Second sign of trouble. The scope of work was to remove wallpaper, clean the carpets and all hard services on the finished side of the basement. On the unfinished side, the work was to include removal/disposal of the old freezer, and some kind of anti-mildew spray treatment. I asked how soon I could get a quote and was told by end of day Friday, the next day. The quote didn’t arrive Friday night as promised (third sign of trouble). After calling the office the following week to ask where the quote was, I was told that quotes are never delivered in the timeframe I was promised, that they are done on Mondays. However, I didn’t receive the quote that Monday, October 25. I finally received it on Wednesday, October 27th. The format of the quote seemed be the output of some internal estimating system. No mention of the freezer removal, no labeling as to which rooms were 1, 2 and 3, no mention of the cleaning of the sofa. I called the office to request a callback to discuss my questions. No return call for severaly more days. I then emailed the office at [email protected] on November 1, requesting a callback at 3 or 4:00 that day. No reply to my email, no call back. Now I am truly thinking I called a disorganized, poorly m