Servpro of Sun City

Terrible experience. We had a water heater leak that traveled through the garage baseboard and into a bedroom closet, bedroom and hallway. We contacted Servepro who's motto is "like it never happened" ... If you call burying your head in the sand - never happening. My wife called first and then I called with additional questions so I could understand the process and the worst case scenario for cost. I was given an upfront cost for water extraction and a cost for floor dryer(s) on a per day cost... We made the decision to proceed ...BAD decision.
They were prompt in coming to the house and although they spent about an hour on the initial visit, less then 10 minutes was spent on water extraction - cost $140
Two floor carpet dryers were left with one placed in bed room on top of carpet and the other under carpet from hallway door facing across 4' hallway. At first this was fine however by day 2 was obvious the under carpet dryer should have been placed differently. We received a call at 8:30 am asking if they could come pick up the dryers as "they were in the area" we stated they were still needed and we were paying for the 2nd day with 8 more hours of use. A second call was made asking about picking them up, this time 4 hours left of paid time. NOT professional!
I decided to contact office to confirm the total amount of bill and to my surprise was told $35 more than my worst case scenario. When I asked, I was informed that there was one additional charge which was for equipment pick-up of $35. I stated this was not disclosed and I wasn't happy about this, that I wouldn't be paying this. The office manager? Indicated that she would personally eat this cost. Then stated she isn't a robot, she is human and forgot to disclose this.
Time for equipment pick-up came and two workers showed up. They checked the carpet and had a meter that apparently tested for water... It beeped a few times but I was told that the carpet and pad were dry and they packed up the dryers. They pulled the carpet up in the closet and suggested putting a house fan on the baseboard at wall (point of entry). I had to ask them to re-attach carpet at hallway door where fan had been placed. Wouldn't have happened IF I didn't ask. They had me sign papers and were gone.
My mistake, as when we went to put a fan in the closet, my wife discovered the pad was still water soaked and back of carpet was still wet. After working in this for a bit I contacted Servepro again and indicated I was disappointed with the company. The response I received back from same office person was " yeah and I am disappointed in you" wow wonderful customer service. After trying to discuss, which was being met with nothing but angst, I asked to speak with the owner. This person couldn't tell me the owners name and stated she needed to look it up. Finally I was given a name and told I would get a call the next day. I requested a call that day but didn't get one.
We ended up pulling the closet doors off, pulled up the carpet in closet, cut pad and removed from closet and went to Home Depot to rent a floor carpet dryer and a cheaper cost than what Servepro charged. We will now be having to put pad back down and reattach the carpet. So much for "like it never happened" and not to our surprise we NEVER heard from the owner of franchise.
Hopefully you will not make the same mistake we did with this company... I will be disputing the charge for this complete farce of service. Job NOT well done