. UPDATE: I previously left a negative review because SERVPRO did not respond to my water-damage situation as promptly as I had been led to expect. I had paid for water mitigation, and several days passed without the drying equipment being installed. By that point, I was extremely frustrated and canceled the service. I am updating my review because of the way SERVPRO responded once Operations Manager Steve Rodriguez became involved. Steve called me personally, listened to my concerns, apologized, and acknowledged that SERVPRO had dropped the ball. More importantly, he immediately took responsibility for making things right. Steve personally went to my home, where I was able to communicate with him remotely because I could not be there. He had the affected baseboards removed so the area could be properly inspected for hidden moisture or damage. Thankfully, no microbial growth was found. He then arranged for the affected carpet to be professionally cleaned at no charge and for the baseboards to be reinstalled at no charge. Mistakes happen in any business. What matters to me is how a company responds when they do. I was very unhappy with SERVPRO’s initial handling of this situation, but I could not have asked for a better response from Steve once he became involved. He was professional, accountable, courteous, and genuinely concerned about resolving the problem. I believe excellent customer service deserves to be acknowledged just as much as poor service deserves criticism, which is why I am updating my review. Thank you, Steve, for taking my concerns seriously and making this right. I hired SERVPRO for water mitigation after a leak at my Florida home. They inspected the damage on Wednesday, did not send the estimate until Thursday afternoon, and I approved it, signed the paperwork, and paid them promptly because this was a water-damage situation that needed immediate attention. By Saturday, I had heard nothing from them, so I called to find out what was happening. I then learned that no work had been done at all. No drying equipment had been placed, no mitigation had begun, and I was told the job apparently was not scheduled until Monday. Waiting nearly a week after the initial inspection to begin water mitigation defeats the purpose of hiring a water-mitigation company. By the time I called, the carpet had already dried on its own, and I am now concerned about odor or damage to the carpet and padding that timely action might have prevented. What was especially disappointing was the lack of communication. If they could not begin the work promptly, they should have told me so before accepting payment so I could have hired another company. I canceled the service and requested a full refund because SERVPRO performed no work whatsoever. Based on this experience, I cannot recommend this location for emergency water mitigation.
