Business ProfileforServpro of Alexander & Caldwell Counties

Our first meeting w the crew leader was disappointing.We had water damage from an overflowing toilet in MBA that damaged wood floor in MBR & damage to a downstairs bdr that had carpet. It got wet. They came out assessed it & told us what needed to be done. Crew leader comments about the carpet downstairs were this. "Yes its wet, but only a small area, we can clean & sanitize it. Heres how i feel if it were my house & i know its only my family's poop, then im ok. Its not like it was a bunch of other peoples poop". The wood floor in MBR needed to taken up and "Equipment" brought in to dry everything. They came back brought the equipment placed it under the crawl space in the MBAand MBr, removed the wood flooring & carpet downstairs BDR. (Did I mention they slit our drywall above the baseboards w razor knives bc they thought they had to take up the baseboards in addition to the shoe moldings? Also, an HVAC co. come out to check the ducts that were wet under house, they discovered all the insulation had been removed under the MBR and MBA. I reported this to Travelers& there was no mention of it on their report. Thus, they didn't know it was to be replaced. THankfully our insurance co. pd for this to be repaired/replace,. Back to the furniture, 3 ladies came to tag & take pics of our furniture, only 1 spoke English, that wasn't being moved off site, then 2 men came to move it into another area in house. The attempted to back down driveway w a 16 ft truck & realized they couldn't after breaking a limb off a tree. They left, came back with a smaller truck & proceeded to move the contents of MBR w no handtruck or any blankets to prevent damage to furniture. Luckily we had both. All of this was shared w insurance adjustors who addressed w crew leader. He called me & said I'm sorry 25 times & said his supervisor would call me about the tree etc.I have heard nothing Photo 1 of 6 Photo 2 of 6 Photo 3 of 6 Photo 4 of 6 Photo 5 of 6 Photo 6 of 6

We are very sorry to hear that we were not able to meet your needs throughout the process. Sometimes the restoration process can be challenging and we do not always meet the mark. We appreciate your feedback and will use it to improve our communication, collaboration and customer service in the future. Again, we apologize this is the experience you had.