SERVPRO of Westlake - Los Angeles, California

Yue Xing (Yue)

I recently had to deal with a mold remediation issue after the ceiling in our living room collapsed due to a persistent toilet leak from the bathroom above. The water exposure led to significant mold buildup, and after soaking into the ceiling below, resulted in a collapse of a part of the ceiling that required bringing in a professional team.

This company was one of several that was recommended by our home insurance, and one I was willing to try as the others had horrendous reviews. Servpro responded quickly and from the initial assessment through each stage of remediation, they kept us updated on what needed to be done and the timeframe involved. It was reassuring to know exactly what was happening at each stage and to have a clear understanding of the costs involved. While we obtained estimates from several other places as well to get a better idea of reasonable cost, working with Servpro was less friction with our insurance company.

One of the standout aspects was how they handled communication with our insurance provider. They worked with us to negotiate a rate that was reasonable for everyone involved, which saved us a lot of back-and-forth with the insurance company.

Not only did they handle the mold remediation, but they performed the rebuild as well. The process for that was also quick and painless.

Overall, the experience was efficient and thorough. I appreciated the level of transparency and the fact that they addressed our concerns professionally without overselling the situation. I really don't have complaints, and would certainly recommend them for anyone needing solid mold remediation services.

Josh DeSisto

Servpro was incredibly helpful during our unfortunate plumbing issue at our home. They came out the very next day after filing my claim, and the manager of the project (Jesse Aguilar) was probably one of the most professional and customer service oriented people I've dealt with (in any business realm). Jesse explained exactly what the process was going to be and the importance of proper mitigation and repair. Not only was he and his team informative, they provided a exceptionally high level of communication/responsiveness. Any questions my wife I had were answered almost immediately via text, phone, email etc. To me, communication is invaluable and Jesse was an expert.

Final words. Jesse and the Servpro team took so much pressure of us knowing he/they had complete control of the mitigation process. It allowed me to focus on work and our family with no worry about our home being put back together.

Exceptional work and customer service.

Mindy Minkow-Oleesky

Servpro was a pleasure to work with. They are professional and efficient. They were thorough, honest and cleaned up extremely well and taped up the area where the work was done. I highly recommend their services.

Victoria Van Trees

Had ServPro of Westlake take care of a mold problem for one of my apartment units, and they were total rock stars. I was nervous at first because the industry can be shady, but Dan put me at ease. He didn’t try to oversell me on stuff I didn’t need. The guys he sent were super detailed, made sure all the mold was gone, and even gave tips to prevent it from coming back. Dan and his crew know their stuff. I highly recommend these guys!

Lisa Ferdman

I am a property owner/manager who has had to deal with more than her fair share of significant water and fire-related damage in rental units (from leaking pipes, plumber negligence, vandalized water heaters, overflowing toilets, torrential rains and a tenant falling asleep on his couch with a lit cigarette in his mouth).

I know how critical it is to find a remediation company with real integrity—-one that does not take advantage of the urgency of the situation by the overuse or underuse of equipment and supplies; or that only responds to active client inquiries when it is convenient for themselves.

A remediation company with real integrity can be trusted to professionally and conscientiously do everything that needs to be done to mitigate all possible damage arising from the water or smoke incident. This is no small feat since it includes mitigating 1.Any poss physical danger to the tenant(s); 2.Damage to the affected areas of an apt.; 3. The emotional stressors being experienced by the tenant(s) as well as by the property owner; and 4. Mitigating the chances that tenants or city officials will have any basis upon which to successfully bring legal action against the property owner.

This was EXACTLY the kind of very high level of professional, knowledgeable, dependable and straightforward service I received recently by Servpro of Westlake.

Dan and Jesse were regularly updating me on the status of the job (per my request), including their day-to-day progress and what needs to happen next. They always responded to my texts so quickly! They really listened to my questions and concerns and always got back to me quickly with answers if they did not immediately know the answer to my question. They treated me, my concerns, my tenants, the tenants’ concerns and the property with respect. And I found their prices to be fair and reasonable considering all the work that needed to be done in the affected apt. and the effectiveness of all their efforts.

My comments are very lengthy bec I don’t want others who may need emergency remediation to experience the nightmares with unscrupulous companies that I experienced when I didn’t know any better. You’ll be in very capable and trustworthy hands by calling Servpro of Westlake if you ever have to face a water or smoke disaster of any size.

Stewart Yabutani

Service was consistent with all of the 5 star reviews I read. I had a mold problem that needed remediation in our loft and ServPro came to my rescue. They went above and beyond in the following ways:
- Brandon showed up early (wow) and patiently waited for me.
- Jesse emailed me examples of mold toxicity reports so that I could get an advance look at what they would contain
- Jesse remembered details about my situation when I called him a second time a couple days later - unexpected and such a nice gesture.
- Jesse provided up front pricing.
- Brandon was very accommodating. He helped me move some heavy furniture out of the way. He allowed me and the building manager to come in and inspect the inside of the wall where the mold was prior to performing the remediation process. He even remediated an adjoining armoire for us so that we would not have to discard it.

Bottom line, they made an ugly situation disappear. Thank you, ServPro

Eric Cho

A+ service. Extremely responsive, knowledgable and detail oriented. I was able to get my clearance report on the first try. Jesse is a professional and an extremely safe pair of hands. Highly recommend!

Wyatt Ott

We had a dryer fire in our apartment and soon contacted Servpro of Westlake to help us deal with the aftermath - mostly smoke/soot damage. Dan responded to me that we shouldn’t worry and that the fire wasn’t a bad one, and that they would take care of everything. I received a call a couple weeks after that with “your table somehow broke while it was in our care,” which wasn’t too bad a problem because I wasn’t overly fond of it, but what I didn’t realize is that it was an insight into how they cared for all of our items. After about two months we were allowed to move back into our apartment and they insisted on payment upon delivery of our items. I obliged (shouldn’t have) and handed them a check after they dropped everything off. We started unpacking and noticed that about 85% of our items were still covered in soot/grime from the fire, expensive and cheaper items were missing, and most of our furniture was returned more damaged than when they packed it up to leave. I took over 60 photos/videos as proof and contacted Dan and Jesse about it. They responded cordially at first but when I asked for a refund because of all the hassle I would have to go through with cleaning or replacing all these items (especially those missing), they got hostile and refused to meet us halfway. I have not met anyone with as much anger/hostility/resentment as Dan from Servpro of Westlake. I contacted Corporate Servpro to see what they could do, but that turned out to be useless since all franchises work autonomously. We ended up having to sign a form that said we wouldn’t sue them/hold them liable for all of the items they didn’t clean and they refunded us a sliver of what we paid them. I feel awful after this experience and cannot recommend this branch if you want a trustworthy organization with integrity to clean and take care of your belongings after a fire. We are still dealing with the financial strain of replacing/cleaning our items after this mess, and likely will for months to come. The reason for this review is to warn everyone so they don’t get taken advantage of during a traumatic event like we had.

I've attached only a few photos to show how dirty our belongings were returned to us.