Servpro of Bear/New Castle

We were very pleased with Servpro when they cleaned our carpetsThe office staff was friendly when I called to schedule the appointmentThe workers were very professional when they came to our house

The highly trained professionals at Servpro were able to help us recover after storm damage many months ago I was very concerned of mold spreading throughout our new home so I contacted Servpro Their professional team educated us on the clean up and remediation process that would take place I am very pleased with our experience with Servpro of Bear DE

was very pleased with the service provided by Servpro when they came in to help clean up after water damaged my basement A pipe had burst in the middle of the night and when we woke to find a lot of water in the basement I was overwhelmed with the thought of draining the water out of the basement I called Servpro and they responded very quickly They were very efficient Theyhad specialists return to check on the drying process I was impressed with all the different equipment they brought in to my home to do the job Servpro helped take the ease out of such a hectic and overwhelming task

starHow did it go you ask? Absolutely wonderful! From my very first interaction with this company, I just new my experience was going to be excellent! They have a live person answering the phone, who would have thought company's now-a-days still have that? Not only was it an actual person, the women was so sweetShe was kind and helpful and went above and beyond to answer ALL of my questionsShe was able to give me a price for the service I needed and she was able to get me on the schedule quickly! The crew was timelyI received a call about minutes ahead of time to let them know they were on the way to meTalk about great customer service, right? They arrived with in the scheduled time frame, they were personable and thoroughThey reviewed everything with me prior to starting service and after the work was done went over it with me to insure that I was happy with the work they completed It even gets one step better! They called the next day to follow up and make sure I was happy! I'm not sure you can receive better customer service anywhere else!

Dear Sir or Madam: Thank you for notifying us of the customer concern that was recently submitted to your organization following services we've provided at the property belonging to this customerWe are very familiar of Mrs [redacted] and the concerns that she has following services performed at her homeI'd like to start by saying that this was a particularly difficult (for lack of a more appropriate word) client from day one, beginning with the very first phone conversation we had with herOur Production Manager, [redacted] , was one of the first to speak to Mrs [redacted] by phone, prior to ever arriving onsite for servicesFollowing this conversation, John immediately contacted me to explain that he feels with certainty that this client and water loss claim will be an issue, or difficultThe homeowner immediately began micromanaging and dictating exactly what services she did and didn't want performed; in essence, telling us how to do the work she called on (and hired) us to doShe also hired her a company belonging to a friend of hers to come in and do much of the necessary demolition work, and refused to allow us to do much of the necessary worked needed within the time frame, and in the manner, that we needed to do it, in efforts to comply with homeowners insurance company guidelines that were to be covering the loss - then outright refused to sign any paperwork that would release us of liability as a result of not being allowed to comply with the guidelines in which we are responsible to followMrs [redacted] contacted me at this point, to file a service complaint regarding her dealings with John, and his overall attitude and service performanceI kindly listened, addressed her issues, and had a discussion with John about it - but evidently it was not to her likingAs she informed me that she wanted to see Mr [redacted] face a severe penaltySince I didn't fulfill her needs of reprimand, she filed a complaint with the Servpro Directorship's Office about me, John, and our FranchiseThey thoroughly addressed her issues, along with everyone involved, but needless to say, this was also not to her liking; in fact, she then filed a complaint about them, as well! Next, she filed a complaint to the Servpro Corporate Office about our franchise, the Servpro Directorship’s office...AND the person to whom she spoke that took her complaint! The Servpro Corporate Office thoroughly addresses ALL parties, goes through their process and then closes the fileAt this point, everyone involved in this situation thought that this was finally over, but no...there’s more! Mrs [redacted] received a 2-party check from her insurance company for the work we had performed, made payable to her and Servpro, and she called me to file another complaint, but this time the complaint is about billing chargesI listened to her concerns, then thoroughly reviewed her file, reviewed all job notes and other file information, all billing, all job-related photos, etcWe spoke again, and I apologized to her as we made a small error on her bill that resulted in an overcharge in the amount of $She stated that she believes that this is not enough, and she wanted to continue discussing issues that have already been repeatedly been discussed (and resolved)Since I refused to issue a larger credit than what we mistakenly overcharged on her bill, she filed yet another complaint to the Servpro Corporate OfficeThe Servpro Corporate Office again reviewed all information, and informed her that her file is closed and that she’ll need to contact me directly to address any additional concernsThis is where it last stood when we received your notification letterWe apologized for the less than satisfactory experience had while dealing with and working with our teamAs a company, we use situations like these to try to educate and train our team, in an attempt to eliminate similar problems in the futureWe have repeatedly and thoroughly reviewed all Mrs [redacted] 's concerns and feel very confident that our previously discussed revised billing, which shows her a credit of $34.47, is accurateWe issued a check to her in the amount of $to cover this overchargeThank you for allowing us the opportunity to respond to this claim, as well as for taking the time to review our responsePlease feel free to contact our office should you have any questions or concerns, or require any additional informationSincerely, [redacted] Servpro of Bear/New Castle Sent on: 5/8/4:12:PM

I have nothing but great things to say about ServPro team of Bear, DE
The office staff was extremely helpful and seemed very compassionate about my situation There was a team sent to my home in just a very short time I did not feel like I was sitting around waiting all day
I was pleased with the experienced and trained techniciansThe cleanliness of equipment they used to help clean up after flooding was impressive
They made a very stressful situation much less stressful I will be sure to refer others

Our sump pump failed causing water damage in the basementThe crew from Bear came out very quickly and got everything cleaned up and taken care of for us

I was very happy with the expedited service of the Servpro team after I contacted them for help to clean up from smoke damage I was overall impressed with their services and amazed how quickly our home was able to look and smell better

We were very pleased with Servpro when they cleaned our carpets. The office staff was friendly when I called to schedule the appointment. The workers were very professional when they came to our house.

starHow did it go you ask? Absolutely wonderful! From my very first interaction with this company, I just new my experience was going to be excellent!
They have a live person answering the phone, who would have thought company's now-a-days still have that? Not only was it an actual person, the women was so sweet. She was kind and helpful and went above and beyond to answer ALL of my questions. She was able to give me a price for the service I needed and she was able to get me on the schedule quickly!
The crew was timely. I received a call about 30 minutes ahead of time to let them know they were on the way to me. Talk about great customer service, right? They arrived with in the scheduled time frame, they were personable and thorough. They reviewed everything with me prior to starting service and after the work was done went over it with me to insure that I was happy with the work they completed.
It even gets one step better! They called the next day to follow up and make sure I was happy!
I'm not sure you can receive better customer service anywhere else!

was very pleased with the service provided by Servpro when they came in to help clean up after water damaged my basement. A pipe had burst in the middle of the night and when we woke to find a lot of water in the basement I was overwhelmed with the thought of draining the water out of the basement.
I called Servpro and they responded very quickly. They were very efficient. Theyhad specialists return to check on the drying process. I was impressed with all the different equipment they brought in to my home to do the job.
Servpro helped take the ease out of such a hectic and overwhelming task.

The highly trained professionals at Servpro were able to help us recover after storm damage many months ago. I was very concerned of mold spreading throughout our new home so I contacted Servpro. Their professional team educated us on the clean up and remediation process that would take place.
I am very pleased with our experience with Servpro of Bear DE.

Dear Sir or Madam: Thank you for notifying us of the customer concern that was recently submitted to your organization following services we've provided at the property belonging to this customer. We are very familiar of Mrs....

[redacted] and the concerns that she has following services performed at her home. I'd like to start by saying that this was a particularly difficult (for lack of a more appropriate word) client from day one, beginning with the very first phone conversation we had with her. Our Production Manager, [redacted], was one of the first to speak to Mrs. [redacted] by phone, prior to ever arriving onsite for services. Following this conversation, John immediately contacted me to explain that he feels with certainty that this client and water loss claim will be an issue, or difficult. The homeowner immediately began micromanaging and dictating exactly what services she did and didn't want performed; in essence, telling us how to do the work she called on (and hired) us to do. She also hired her a company belonging to a friend of hers to come in and do much of the necessary demolition work, and refused to allow us to do much of the necessary worked needed within the time frame, and in the manner, that we needed to do it, in efforts to comply with homeowners insurance company guidelines that were to be covering the loss - then outright refused to sign any paperwork that would release us of liability as a result of not being allowed to comply with the guidelines in which we are responsible to follow. Mrs [redacted] contacted me at this point, to file a service complaint regarding her dealings with John, and his overall attitude and service performance. I kindly listened, addressed her issues, and had a discussion with John about it - but evidently it was not to her liking. As she informed me that she wanted to see Mr. [redacted] face a severe penalty. Since I didn't fulfill her needs of reprimand, she filed a complaint with the Servpro Directorship's Office about me, John, and our Franchise. They thoroughly addressed her issues, along with everyone involved, but needless to say, this was also not to her liking; in fact, she then filed a complaint about them, as well! Next, she filed a complaint to the Servpro Corporate Office about our franchise, the Servpro Directorship’s office...AND the person to whom she spoke that took her complaint! The Servpro Corporate Office thoroughly addresses ALL parties, goes through their process and then closes the file. At this point, everyone involved in this situation thought that this was finally over, but no...there’s more! Mrs. [redacted] received a 2-party check from her insurance company for the work we had performed, made payable to her and Servpro, and she called me to file another complaint, but this time the complaint is about billing charges. I listened to her concerns, then thoroughly reviewed her file, reviewed all job notes and other file information, all billing, all job-related photos, etc. We spoke again, and I apologized to her as we made a small error on her bill that resulted in an overcharge in the amount of $34.47. She stated that she believes that this is not enough, and she wanted to continue discussing issues that have already been repeatedly been discussed (and resolved). Since I refused to issue a larger credit than what we mistakenly overcharged on her bill, she filed yet another complaint to the Servpro Corporate Office. The Servpro Corporate Office again reviewed all information, and informed her that her file is closed and that she’ll need to contact me directly to address any additional concerns. This is where it last stood when we received your notification letter. We apologized for the less than satisfactory experience had while dealing with and working with our team. As a company, we use situations like these to try to educate and train our team, in an attempt to eliminate similar problems in the future. We have repeatedly and thoroughly reviewed all Mrs [redacted]'s concerns and feel very confident that our previously discussed revised billing, which shows her a credit of $34.47, is accurate. We issued a check to her in the amount of $34.47 to cover this overcharge. Thank you for allowing us the opportunity to respond to this claim, as well as for taking the time to review our response. Please feel free to contact our office should you have any questions or concerns, or require any additional information. Sincerely, [redacted] Servpro of Bear/New Castle Sent on: 5/8/2015 4:12:34 PM

I just moved here from out of town and had a water damage in my new home. I didn't know who to call to help clean up this mess as this has never happened to me before. My insurance agent gave me the number to Servpro and said I should call these guys so I did. I have nothing to compare their water damage clean up efforts to but I think they did a very nice job. Everyone was very polite, professional & friendly. I would highly recommend them to anyone that may be in need of a water damage clean up service.

Review: ServPro representatives didn't use the time they were in my home wisely. The gentlemen left for lunch came back an hour and 20 minutes later and one of the gentlemen then asked to use the microwave and proceeded to eat lunch after the initial lunch break. Not to mention the blue blocks they are supposed to use to place under furniture I'm assuming it's for drying purposes were thrown in the floor and not placed under the basement furniture which resulted in rust stains in two areas of my carpet. I had a contractor come (about an hour or two after ServPro arrived) and he also mentioned how they were taking there time doing the work. My second encounter was with [redacted] I believe later that day or the next when the equipment in my basement had shut off I advised that I was unhappy with the service being provided and advised them the only additional assistance I would need is for them to check their machines when necessary and I would have any additional structures of the home removed by the contractor. [redacted] (ServPro Rep) became upset and rude (at this time I contacted the office and received a call back ([redacted], Owner). I advised Mr. [redacted] that I wasn't happy with the service provided and of the inappropriate behavior and attitude given by [redacted]. At that time I also advised that I didn't want [redacted] back in my home. Another group of gentlemen who came later to check the equipment stated I didn't want to give them the work. Needless to say [redacted] returned again when I made a service call due to the equipment shutting off again. I again contacted Mr. [redacted] and complained that my issue with [redacted] was disregarded.

My initial complaint about [redacted] was that he was rude and did things which I felt damaged my carpet in the basement area of my home. At one point [redacted] had removed the air blowers from under the carpet to on top of the carpet until I asked why that was being done. And wouldn't that prolong the drying process, at that time [redacted] agreed it would and placed the blowers back under the carpet. The owner apologized for the conduct and stated it may be due to the amount of hours [redacted] had worked had totaled somewhere between 90 and 100 hours for that week.

Initially I was going to let it go but once I viewed the bill and saw charges of work that hadn't been performed and the owner stating that it was a standard practice. I assured him that I was aware of everything going on in my home by his staff but he was adamant at this time I decided to take it a step further.

I also contacted ServPro's Corporate office and was not satisfied with the phone call nor the email I received. They insinuated that I didn't want anything when nothing was offered. For the amount of money this establishment charges for their restoration services they should provide a better customer service. Being a consumer who needed their service and already being distraught from the amount of damage that occurred to my home.Desired Settlement: Initially I was only looking for a refund of the work that wasn't completed, however at this time I would like a refund of whatever portion you find to be fair.

Business

Response:

Dear Sir or Madam: Thank you for notifying us of the customer concern that was recently submitted to your organization following services we've provided at the property belonging to this customer. We are very familiar of Mrs. [redacted] and the concerns that she has following services performed at her home. I'd like to start by saying that this was a particularly difficult (for lack of a more appropriate word) client from day one, beginning with the very first phone conversation we had with her. Our Production Manager, [redacted], was one of the first to speak to Mrs. [redacted] by phone, prior to ever arriving onsite for services. Following this conversation, John immediately contacted me to explain that he feels with certainty that this client and water loss claim will be an issue, or difficult. The homeowner immediately began micromanaging and dictating exactly what services she did and didn't want performed; in essence, telling us how to do the work she called on (and hired) us to do. She also hired her a company belonging to a friend of hers to come in and do much of the necessary demolition work, and refused to allow us to do much of the necessary worked needed within the time frame, and in the manner, that we needed to do it, in efforts to comply with homeowners insurance company guidelines that were to be covering the loss - then outright refused to sign any paperwork that would release us of liability as a result of not being allowed to comply with the guidelines in which we are responsible to follow. Mrs [redacted] contacted me at this point, to file a service complaint regarding her dealings with John, and his overall attitude and service performance. I kindly listened, addressed her issues, and had a discussion with John about it - but evidently it was not to her liking. As she informed me that she wanted to see Mr. [redacted] face a severe penalty. Since I didn't fulfill her needs of reprimand, she filed a complaint with the Servpro Directorship's Office about me, John, and our Franchise. They thoroughly addressed her issues, along with everyone involved, but needless to say, this was also not to her liking; in fact, she then filed a complaint about them, as well! Next, she filed a complaint to the Servpro Corporate Office about our franchise, the Servpro Directorship’s office...AND the person to whom she spoke that took her complaint! The Servpro Corporate Office thoroughly addresses ALL parties, goes through their process and then closes the file. At this point, everyone involved in this situation thought that this was finally over, but no...there’s more! Mrs. [redacted] received a 2-party check from her insurance company for the work we had performed, made payable to her and Servpro, and she called me to file another complaint, but this time the complaint is about billing charges. I listened to her concerns, then thoroughly reviewed her file, reviewed all job notes and other file information, all billing, all job-related photos, etc. We spoke again, and I apologized to her as we made a small error on her bill that resulted in an overcharge in the amount of $34.47. She stated that she believes that this is not enough, and she wanted to continue discussing issues that have already been repeatedly been discussed (and resolved). Since I refused to issue a larger credit than what we mistakenly overcharged on her bill, she filed yet another complaint to the Servpro Corporate Office. The Servpro Corporate Office again reviewed all information, and informed her that her file is closed and that she’ll need to contact me directly to address any additional concerns. This is where it last stood when we received your notification letter. We apologized for the less than satisfactory experience had while dealing with and working with our team. As a company, we use situations like these to try to educate and train our team, in an attempt to eliminate similar problems in the future. We have repeatedly and thoroughly reviewed all Mrs [redacted]'s concerns and feel very confident that our previously discussed revised billing, which shows her a credit of $34.47, is accurate. We issued a check to her in the amount of $34.47 to cover this overcharge. Thank you for allowing us the opportunity to respond to this claim, as well as for taking the time to review our response. Please feel free to contact our office should you have any questions or concerns, or require any additional information. Sincerely, [redacted] Servpro of Bear/New Castle Sent on: 5/8/2015 4:12:34 PM

I just moved here from out of town and had a water damage in my new home. I didn't know who to call to help clean up this mess as this has never happened to me before. My insurance agent gave me the number to Servpro and said I should call these guys so I did. I have nothing to compare their water damage clean up efforts to but I think they did a very nice job. Everyone was very polite, professional & friendly. I would highly recommend them to anyone that may be in need of a water damage clean up service.