Daniel M.
1/5
Short story: WATER restoration team is great. Construction team needs to be reviewed. Construction team bad rebuild causing another leak for over 10 months. Construction team initially insinuated we tampered with construction repaired it, but it leaked again the next day... Construction team had to repair my leak caused by them again. Management determined it was their fault and warranty repairs happened. Construction team nonresponsive, delaying repairs, forcing me to call the office half a dozen times just to get them to come fix their repairs. Delayed repairs 2 times for a week until called and inquired on to why I am not scheduled.
Long story:
Well unfortunately I have to lower my rating form 5 stars to 1 star. Water restoration and construction of my bathroom were done last Holiday season of 2023. We paid out of pocket so we could remodel the bathroom how we wanted. Probably around $25000-$30000 for all water restoration and rebuild.
This October 2024 we noticed water damage slowly form and then water leaking from the same area. Contacted SERVPRO and they quickly got a team out and quickly determined if was faulty rebuild for the bathtub drain and had been slowly leaking since 2023. At this point I still see them as 5-star review. We all make mistakes, and they quickly wanted to correct the incident and not charge us because it was under warranty.
Restoration team came in and was great as usual, providing details of what they needed to do, and provided timelines of their work.
NOW. The reason for the change from 5 to 1 star. There construction team acted like we were inconveniencing them. The first construction crew for Servpro came and actually insinuated that we somehow tampered with the tub drain valve causing the leak. They repaired the leak and left so the restoration team could work on the downstairs below the bathroom. We used the shower the next morning... water leaking everywhere downstairs again. They had to come back to now repair a water leak a 3rd time.
NOW water restoration completed their work and told us the construction crew should call us in a day or 2. Well, a week goes by, and I call the office to wonder why I have not heard from them. Office contacted the construction manager who contacted me asking when we were available for them to come and start rebuilding.... A week went by, and they haven't even bothered to schedule or set us as a priority for their error.
Construction team came not really tell us anything of a timeline or what they were doing. Even leaving our house not informing us leaving our doors open in the evening when we have 5 kids running around, youngest being 2.
As the construction team completed each phase of work. I had to call the office probably 5-6 times asking what is happening and when will the construction teams return to FINISH. Each time I called the construction team did not have us scheduled and basically was like "O right.... um tomorrow or the next day."
I understand it was a warranty repair but if your company made an error on a $25000+ work job I would assume you would make a priority to help and fix that problem. Not accuse then avoid the work. This is how lawsuits start. Construction team never even gave a formal apology.
ORIGINAL POST
Great company! I had major water damage in my house that destroyed my entire bathroom and hallway downstair. The team from the project coordinator, project manager and the workers were amazing. Every day they explained construction and showed us the issues before then showed us the repairs after.
Shout out to the great staff Lauren, Mauricio, Preston, Eduardo, Dennis, Luis, and Alan. Especially Preston, Luis, Dennis who were constructing the house through the holidays! Thank to everyone at SERVPRO for rebuilding our home!
