Customer ReviewsforServpro of South Durham & Orange County

I had good experience with the restoration portion of my water heater flooding my downstairs, and the repair crew did an good job replacing the flooring. The problems were with the cleanup. The owner took my coffee table to have a water stain repaired, and after more than a month, two phone messages and an email directed to him, and several talks with the receptionist, do response from the president. Does he plan to keep my coffee table? Will he return to replace the damaged blind and paint over the spackled hole? To whom do you go to above the president? My advice is to withhold final payment until all punch list items have been satisfactory completed.

Wonderful experience with Water Mitigation team/side of the business and would give it 5 stars. Production Manager ****** ** was outstanding. He showed up on time (while plumber was still assessing the issue), calmed me down, explained the process and answered all my questions. He then called to get the team out ASAP to remove guestroom carpet, laundry room vinyl and assess damage in crawlspace under my house. ******** and ******** were extremely polite and courteous while prepping rooms/garage/crawlspace and setting up all drying equipment. ******** and team were equally great during daily check-ins and equipment removal. They even hammered down the staples in the laundry room subfloor for me when asked, so that my cats wouldn't end up hurting themselves on them during the wait for reconstruction. I can't thank the members of this highly professional team enough for helping me through this process.

Not so great experience with Restoration team/side of the business which is why I can only give the business as a whole 3 stars. Restoration project managers (******** and ******) need to provide better quality communication with their customers, each other/other ServPro internal employees, and with suppliers/subcontractors (especially when customer provides all important info upfront and in writing). I believe I was more than patient before starting to complain about the issues I encountered with this process. Lack of communication and miscommunication were a major problem. Customer should not have to double check everything or provide instructions directly to suppliers/subcontractors due to SUBPAR COMMUNICATION from project managers. Especially when they have been given all the info repeatedly, and it's their job to oversee the project. The actual manual work for my house (materials, labor, etc) wasn't horrible, but improvements in communication need to be addressed before I could honestly, and in good conscience, recommend the restoration side of the business.