SERVPRO of Loudoun County, Leesburg - South Riding, Virginia

Leston Ellis

I am glad I read previous reviews. It seems this Servpro is used to working with clients that get work done paid through insurance claims. I expressed to Terry Thompson that I may have to pay out of pocket and would like to know how to lower the cost or to see how remediation could be less destructive and was told they are in the business of making money (remember this part).

As far as the remediation estimate: the PM visual looked around and used a moisture meter on surfaces the day after I had a leak and all the water was cleaned up and told me everything was saturated. He proceeded to measure my rooms with a laser but did not take measurements of at least the areas that the moisture meter indicated were "saturated". When I got the estimate for remediation the square footage was 2 and 3 times the areas affected by water. I expressed that I wanted the shoe molding and floorboards salvaged for reused because they were custom matrrials and this was not captured in the estimate. I asked for a layout of the areas they said needed repair but they said the workers would know what is needed by the estimate (remember this part).

The reconstruction estimate: after many requests and two weeks the reconstruction team came out to do their estimate but kept saying they typically see what was taken out first. Likewise he only visually looked and did not measure anything. All he kept saying is that they usually replace everything instead of the affected areas (huh 0_o). Then it took him a week to send me the estimate.

This brings us to the conversation with Terry. He calls me back immediately but is very brash. I'm okay with this since I'm an engineer and work in the world of construction. After being told they are in the business of making money I asked the estimates to be revised based on work items removed. I also expressed that I can afford a completed job under $15k.

Terry has the estimates revised but only the remediation removed the work I requested to be removed. The reconstruction was practically the same. There was one thing that surprised the hell out of me and that was that the new estimate contained clauses that were not in the initial estimate threatening fees and there additional line items for work added that pushed the price up that were not in the initial estimates. And last but not least they found the layouts of the areas needed for repair that the PM claimed did not exist.

After all this and having read this Servpro's reviews I realized that they cannot be trusted and they are not attentive to the clients needs. I believe they take advantage of clients and probably insurance companies who do not know what they are talking about.

Don't let these ppl in your homes if you don't have to.

Ayotunde Babajide

They cancelled my appointment for a pack out twice even though I took off work to accommodate the appointment. I spoke to a manager who was very arrogant and could care less about my concerns. They are an extremely disorganized company. Their only focus is an aggressive expansion (and dominance) within the DMV area. Not customers. Find an understanding company that will make an already stressful event easier. Suffering a loss to your home is already hard enough.

Rob WC

This is probably the worst experience I have ever had with a company.

After dropping $28K (non-insurable damage) on remediation and reconstruction, my takeaway is that I should have listened to the constant red flags throughout the month-long process and just switched to a different contractor. You assume high dollar means high quality; throw the assumption out the window - apparently you can hire anybody off the street to do this work.

First, before I could even sign a contract and pay a deposit, the remediation crew came unexpectedly knocking at my door to start work at 9am - the problem is that this was also BEFORE ASBESTOS TESTING. Servpro could have seriously endangered my house, my family, and their crew with mesothelioma due to incompetence - THIS IS INEXCUSABLE!

Once the contract commenced, the remediation should have taken two days, but dragged on and on over three weeks due to laziness, being "too hot" (in spring), and I kid you not, being scared. Why these people signed up to do construction work if they are scared is beyond me, but the last thing you want to hear is that a $28K crew is "too scared" to complete a job.

Every time the crew pretended to be finished, I had to expose myself to the damaged area to check over their work, point out the problems and get yelled at by office staff, and have the project manager come verify that low and behold, the client is not lying. In total the PM was at my home 5 times to ensure that the 22 line items in our contract were completed.

Near the end of this process we uncovered an additional area with damage that needed an addendum, which does make getting quotes difficult if the initial estimate is not thorough. This additional work required two different remediation crews to complete since the office started catching on that the first crew was going to take too long.

Luckily the reconstruction crew was completely different (a subcontractor) that actually did the job right the first time. They got their tasks knocked out over two days - and did it correctly without incident.

Unfortunately for my timing, this all happened as the company exchanged franchisee owners, so everything will just be ignored as "old ownership problems", but the feedback here is not on ownership, but with the ethos of how this location can get by doing the bare minimum while charging top dollar; all with no accountability.

Avoid Servpro in NoVA

Update: weeks later and there has been zero text messages, voicemails, emails, or letters in the mail. I expect zero follow-up; as I said in my review there is no accountability

David Carlson

Good experience. I thought we had mold in our basement. Turns out we had some water damage from a leaky hot water heater which was fairly significant but was NOT mold. Another vendor told us we had a major mold issue. The remediation was very well done. The rebuild was also very well done which mostly consisted of installing a new floor and a small amount of drywall. The rebuild team was expert, efficient, and they always cleaned up after themselves. I'd hire them again, if I have a similar problem.

Jesseca Anderson

Our basement flooded and Servpro did the cleanup, which included tearing out portions of walls and flooring that had been exposed to contaminated water. They did a great job. They did the work quickly and they were there when they said they would be. Everything was very easy because they worked with our homeowners insurance company and received payment from them. I’d recommend them based on our experience.

Raphael Wong

Servpro of North Arlington was recommended by my Retirement Community (Goodwin Living at Home). We had an emergency water leak to our basement bedroom.. Their water mitigation and cleanup team was professional to remove water, damage carpet and dry wall. They were responsive and professional to clean and clear all the debris

Mukti Niha

My husband & I were on our honeymoon when our bathroom had gotten flooded, and our plumber suggested this team. He directed us to Melissa at the office, and she had done EVERYTHING possible to help us the best she can. From helping us communicate with insurance, to suggesting the best plan, to sending out the best team! Melissa was absolutely amazing, and she was quite literally a text away when we needed answers. I believe his name was Alex, and he was just so helpful. We were so impressed with the job he and his teammate had done. They made sure to protect our carpets outside the bathroom and cleaned everything on the way out. BEST TEAM!!! Also, the prices are VERY reasonable!!

The only person I had a very unpleasant experience with was Yayha. Soon as I opened the door, he marched upstairs and without explaining or asking, he pulls out my carpet and marks my closet with a sharpie, and storming around my home without talking through the process. He came off extremely rude!! But one rude person does not represent this company! I would 100% recommend ServPro to everyone!!!!!

D. H. Timpko

By accident I caused a miniflood one evening in my laundry room, which leaked into the utility room in the basement below. I spread all my old quilts, blankets, and towels on the soaked floors then called ServPro, which sent a team forty-five minutes later. When Mike Dwyer and his crew arrived, they surveyed the damage, not only in the rooms but the surrounding areas. They removed the drenched bedding, moved items away from wet walls and floors, and set up large dehumidifiers in both areas. All this sounds quite simple, but it wasn’t. As book collectors my husband and I own over 10,000 books, many stored in the basement. None of the bookcases or books were damaged, but three bookcases needed to be emptied and moved the next morning. In the meantime the team moved furniture and other items away from the utility room the first night.

Mike and his team were courteous, friendly, helpful, prompt, and attentive to what needed to be done to mitigate my reenactment of the flood of the Nile. They worked until 2 am the first night then returned for 3 days to remove the damaged flooring, molding, and dry wall. Mike and his team informed me of every step in the process. If another such catastrophe occurs again, I will definitely call ServPro.