SERVPRO of Hyde Park / E. Bridgeport / Bronzeville

I had a very troubling experience with SERVPRO that homeowners and insurance companies should be aware of.

Water damage occurred in my condo due to a leak from a unit two floors above mine, which caused water to come through my ceiling around a light fixture. SERVPRO was contacted to assess the damage and prepare an estimate.

After inspecting the unit, SERVPRO submitted an estimate directly to my insurance company that included two components:

Mitigation work

Repair of the damaged portion of the ceiling where the water intrusion occurred.

Based on the scope SERVPRO provided to the insurance company, the mitigation work was approved and completed.

However, after the mitigation was finished, I had to follow up multiple times over several weeks just to get the ceiling repair scheduled. After repeated attempts to move the project forward, I was eventually told something shocking:

SERVPRO claimed the estimate they themselves submitted to the insurance company was “inaccurate” and that completing the ceiling repair would now cost an additional $3,000.

In other words, the scope they provided to the insurance company and the scope they were willing to honor suddenly became two different things.

This places the homeowner in an extremely unfair position. Once mitigation work has begun and an estimate has already been submitted to an insurance carrier, changing the price of the remaining work raises serious concerns about transparency and accuracy in the estimating process.

Homeowners rely on restoration companies to provide accurate scopes of work, especially when those estimates are used for insurance claims.

At this point I am still seeking a clear explanation as to why the original estimate submitted to the insurance company cannot be honored.

Until this is resolved, I strongly recommend that homeowners:

• Carefully review all SERVPRO estimates
• Confirm the scope of work in writing
• Ensure the estimate submitted to insurance matches the work SERVPRO intends to perform

Water damage is stressful enough without having the scope and cost of repairs change after mitigation has already begun.

I hope SERVPRO corporate will review this situation and help resolve it appropriately. I will be contacting the BBB.

Carlos was really professional and extremely knowledgeable about the job that he preformed

Did not follow through with appointment 😕