Customer ReviewsforServpro of Virginia Beach

My residence experienced a sewage back up due to a clog in the city of Virginia Beach's main line. I was advised by the person at the city that using ServePro would streamline the process as they could directly bill the city for the initial mitigation phase. My mitigation process went very smoothly. The guy was communicative, friendly, and on time. However, after that it all went down hill. The person assigned to assess damages and write up a repair estimate was great during his first visit but soon went radio silent and became hard to get a hold of. I had to call the office and regularly check in to move things along. My claim with the city was resolved a few months ago and I am just NOW receiving an invoice from ServePro for an electrician that came out during the repair estimate. His expense was not directly billed to the city nor included in our repair estimate. Since our claim is closed, the city will not pay and ServePro will not accept responsibility for letting things "fall through the cracks" (exact words from a ServePro employee) stating I signed a contract saying I will cover costs not paid by the city. Although this is true, ServePro should not have moved forward with submitting my repair estimate to the city without all repairs/services that were completed being included in the estimate. If this was included in the repair estimate, it would have been paid by the city. The owner takes no responsibility for fault on their end. They will get a few more pennies from me, but will not receive my business or recommendation to anyone else. Service and accountability should mean something.

This Servpro location is one of the most unprofessional organizations that I've ever had the displeasure of working with. If you never want the repair you need to be completed and you want to receive little to no communication on the status, definitely contact ServPro of VB :) The remodel estimation was done on February 17th, 2023. From here, the next step was for them upload the repair estimation to my home owners insurance website. Which clearly was too great of a task for this "team". I called on March 1st, 2023 and it still wasn't done. Lisa Corely stated that there were office issues and she would have it completed. She asked me to email her the estimation provided by my insurance adjuster, which I sent over while on the phone with her. I call my insurance on March 16th, 2023 to check on the status of my claim ONE MONTH LATER, ServePro never uploaded the documents. I call the office manager Pam Lawson (who is highly unprofessional) she stated she would call me back by 5pm on Friday. She never did. I called Monday morning and she says "Well did you check your email?" First of all, if you say you're going to do something, do it. Second of all, I did check my email and they had the incorrect email address...its been over a month --AND I LITERALLY EMAILED THEM. I express how dissatisfied I am with their service, as they are holding up the process of me being able to sell my home. Pam says, "I don't know what else to say, I've done all I can. You're not obligated to work with us." The next day I receive a call from their office, the man on the other end asks if I am going to stop working with them, I say yes, especially after speaking to your unprofessional office manager PAM LAWSON. He says ok, just making sure. So you can call the next day to see if I'm no longer working with you but no one checked in to see that my repair was moving forward, ever. This company is an absolute JOKE!