Water Damage Restoration reviews in Baltimore, Maryland

ATTENTION, ATTENTION, ATTENTION....
I commissioned this company on the premise of them professionally cleaning the office space of my employer - a technical office space full of computer equipment and furniture. Upon the initial walk through I expressed my concerns of how the computer equipment and alike had never been professionally cleaned since it was installed seven years ago (the dust and grime was just too much to expect an employee to clean it). We walked around pointing out specific things and the company representative took measurements to provide a quote. The representative inquired as to whether or not I wanted to include the floors as the office space is separated into three separate elevated sections partitioned by large glass windows (there are two steps leading to the each elevation). I asked for a quote for the entire project and a quote separated by just two of the spaces. The quote came back for $3,610.11 for everything. The scope of work was for the office area to include the floors, the windows, and the HVAC vents. On the day of the scheduled cleaning I completely shut down the operation (which is a 24/7 365 days operation) to afford Servpro the opportunity to clean without employees getting in the way and to keep the dust from affecting the employees breathing (as the office space is an internal area and does not get fresh air ventilation or sunlight). The Servpro crew showed up with plastic spray bottles of Windex, magazines, and furniture polish. As a professionally cleaning company one would suspect they would know furniture polish will not work on laminated office furniture. The supervisors who I left in place to observe the cleaning informed me of the "shotty" work being performed and their lack of professionalism. Only one side of the windows (of a particular)were going to be cleaned because the cleaner advised both sides of the windows were not in the contract. Additionally, they were not cleaning the computer equipment because that too was not listed in the contract (although, this is the main reason they were hired). Granted, I can assume some level of culpability for not thoroughly reviewing the contract, however any reasonable person would expect both sides of a window to be cleaned - not just one side. In addition to the items not covered by the contract the cleaners were not professional in the performance of their duties. One of the windows was not thoroughly cleaned and when my subordinate pointed that out - the Servpro cleaner huffed and stated we have another job to get to - but cleaned it anyway. When queried about the magazines, the Servpro cleaner stated, "my grandmother says this is the best way to get windows clean". Lastly, upon my arrival back to the office I conducted an inspection and observed the floor with dirt and dust balls still present - not to mention other items still dirty (baseboards, handrails, and shelving). I contacted Servpro with my concerns and was advised that those items were not listed in the contract and they would gladly come back out at an additional cost. I declined the offer for them to come back as the initial job was not professionally cleaned. Windex in spray bottles, magazines, and furniture polish is not my idea of professional products for a professional cleaning utilized in a professional/commercial cleaning business. ON WHAT PLANET DOES A PERSON CLEAN THE FLOOR AND NOT THE BASEBOARDS OR EVEN THE TWO STEPS THAT LEAD TO THE NEXT PLATFORM? Servpro is known for restoring a space as if the disaster never occurred - well not in this case! I would recommend you hiring a day laborer from a popular home improvement store as opposed to Servpro - at least you know what you're getting up front. I have attached a few photos for your viewing pleasure. Even if the items I complained about were not listed, the floor absolutely was and it was just as filthy. I paid the invoice, but I will continue to write bad reviews anywhere and everywhere I can to ensure potential clients are well informed.
NOT A HAPPY CUSTOMER - INQUIRE BEFORE YOU HIRE

Hired for mold remediation. After two attempts, I was told the job was completely done and the huge black stain on the wall was just that, stain from the mold that doesn’t come off. I called another company to come out and check for mold. Needless to say, mold was found and I had to pay for mold remediation again. This company listened to me and removed all the insulation and treated all the joist where more mold was. Which is what I wanted done by Servepro, but was told it was not needed. Only this time the walls have no stains and the smell of mold is finally gone.

I was a little nervous at first but my fears were quickly diminished by the thoroughness of the Server Pro staff which included Chrissy, Brandy, Exavier, Mikey, Gabby, and Tim. Each of them demonstrated a Very high level of professionalism, care and concern. I highly recommend Serve Pro to any homeowner that needs mitigation or restoration services.

After 10 years in the same building our office carpets were in need of replacing or a through cleaning. We decided to call ServPro of Catonsville to see if they could salvage the carpets after 10 years of wear and tear. AMAZING!! Not only were they salvaged, but when the crew left the carpets looked new again. They arrived early, explained exactly what they were going to do and completed the job in less time than we expected. I highly recommend ServPro of Catonsville for any carpet or clean up needs.
Mike

I am disappointed that I must give them even one star because they do not deserve it. Sheer chaos. Job was supervised by remote control. No effort was made to minimize their own destructive damages. Then the frosting on the cake is the final bill is 43% higher then their latest estimate which was actually a reduction from their previous estimate. Horrors!
When I asked why the final invoice was so much higher, I was told they had to work over time. I was not asked if I wanted them to work overtime. Isn't overtime pay part of the normal cost of doing business and as such it already built into their hourly billing rates. Had a fire two years ago and I used their chief competitor "Service Master". Just as bad.

I’ve never had a main backup on me before and it was a real mess. Chrissie and Todd were awesome - prompt, professional and friendly. They handled the situation so well and put my mind at ease from what could have been a really stressful day. Thank you!!

Every encounter with ServPro personnel was professional and timely. They explained their process and fully answered my questions. I would not hesitate to use them again if necessary.

We had a last minute emergency cleaning needed and I can't thank you enough for helping my mom so quickly and the young lady Stephanie who assisted me on the phone was so very kind and understanding. They did an excellent job cleaning for my mom. So very grateful! I highly recommend you!!!

Truly the nicest people. So great with answering all my questions and they were incredibly respectful of our cultural practices when packaging items etc. They really made a stressful process so easy. Also really appreciate they wore masks when we asked. Five stars all around

We called ServPro after an incident in our office. They came out within 2 hours and had the office cleaned within an hour. I am highly impressed with their professionalism and speed of response.

Tabbie was great! Made this stressful time very smooth!

I called servpro for a carpet cleaning. The crew that came out was professional and did a great job. All the stains were removed from my cream carpet. Would highly recommend and use them again in the future!

Boy, what water damage can do to a home is certainly not a fun experience! Unfortunately our basement flooded, we had damaged baseboard, sheetrock, wall to wall carpeting etc. As you can imagine with all the storms that have recently hit our area the request for professional removal and clean up has been tremendous. From my first initial request to the completion of our project we have nothing but praise for SERVPRO of Catonsville. The office staff was professional and helpful explaining the details of how the process works and did their best to get us on the schedule ASAP. After we promptly received our quote we were then notified to be scheduled. The crew was courteous, on-time and did a great job. Our equipment pick up was scheduled for a Sunday, the crew was right on-time and did not hold us up for the day. We have had friends that recently experienced the same issue with basement flooding and we have referred them to this location for service. We will definitely use this company again should we ever need to.

Poor service quality all around. Hired them for smoke remediation as well as subcontracted HVAC cleaning.

Despite paying for a complete structure clean, there were multiple basic surfaces not cleaned properly. Not detailed work, at all. Simply just a wipe a down with rags and cleaning spray.

HVAC contractor (Gott Power) did not use whip-tips as specifically asked nor did they open up the vent registers. When asked for a reschedule to do it properly, I was ghosted and Servpro had to refund me.

The office point of contact was friendly and responsive--however, that doesn't make up for the bad work.

Update: After responding to their request of my review, I scheduled a walkthrough of my concerns with Brandy. Ultimately, she came to see if she could re-clean the points of contention that I had emailed her about.

There were detailed areas missed that I had noticed in my own routine cleaning of my home. (Again, we paid for a full structure clean.)

Two of those areas, Brandy admitted I could not prove that her team didn't clean. And while the opposite is also true, I did have proof of her team not cleaning the back and underside of the toilets. Her response was, "how is my team supposed to get back there?". Not a welcome comment to hear from a multi-year professional. If I noticed it during my routine cleaning, I assumed a professional team would have also. We did not come to an agreement and my request for a partial refund was refused, based on the "time it took to wipe that down was just a minute".

Please remember: They do not clean with anything other than rags and a cleaning spray.

This was my second call-back to address concerns. Both were scheduled quickly and easily. The first call-back was dealt with and not related to this review.

I contacted SERVPRO on Friday 7/26 and was contacted by Katie who was AWESOME! She answered all of my questions and reassured me that her company would be able to assist me. She scheduled me for a visit with Brandi (The GM) on Monday 7/29. Brandi assessed and evaluated my apt and also reassured me that they would schedule me to have their guys come out and get rid of any non-salvageable items and move the salvageable items for me. The guys came out on Thursday and were nothing least then OUTSTANDING!!!!! These guys were so good at their jobs that it was unbelievable. I’d had the most emotional time dealing with this flood and having to relocate!!!! However, Ryan, Travis & Eric really made the process so much easier! Listen if you ever have to use this company REQUEST these guys if possible!!!!!!!!!!!!!!!!!!

My wife and I would like to thank Servpro for going above and beyond in helping us in our time of need when our hot water heater broke and flooded our basement! Everyone was extremely professional, courteous and kind, and very hard working. We were amazed at how swift, efficient and proficient each employee was in doing their job. We actually felt spoiled as they prepared our basement for the new walls, paint job and new carpeting.
Brandy, the adjustor, was very sweet and really gave the basement a good once over and figured out where all the water and moisture damage was and we were especially thankful to her for her diligence. Brittany, the JFC, was also very friendly and accomadating over the phone, patiently answering any and all questions in her cheerful voice. She and everyone on the crew were very patient, helpful, polite, and extremely professional. On day one, demo day, Corey, Brandy, and Brandon came in and took charge and we knew we were going to be cared for! Brandon, who cut the affected drywall, did so with such precision, it was awesome -- and he had a lot to cut! On day two, Corey and Will came to monitor and check the drying process. They were so dear and they answered every question, giving up piece of mind. They were so gentlemanly and professional. On the first of 3 pack-out days were Corey, Mike, Johnny, and Bernie. It was unbelievable how quickly they packed and moved so much heavy furniture (and trash!) out to their trucks in such a short amount of time. And these guys did not break a sweat or appear tired! And, on top of their courteousness and professionality, they exuded a great sense of humor which made the process seem effortless. On day 2 of the pack out, Corey, Jody, and Mike were at it and I have to say, Mrs. Jody was just as strong, fast, and efficient as all of the guys on the job! She was a very gentle and kind and courteous -- a real asset to Servpro! The last day of the packout was Corey and Mike and they rounded out the job nicely with placing things that could stay in a neat pile. This was no simple feat because the totes were heavy! They are very kind and courteous and also real assets to Servpro! Everyone who came out did stellar work and we were proud to have them in our home helping us get our basement back to an even better one!! Tim came out to get measurements and get estimates and have us check paint and rug samples. He was very courteous and extremely helpful in answering questions. His professionalism assured us that this job was going to get done right!
We can't wait to see the finished product and continue with another customer review. We believe the saying "like it never happened" because of the high caliber of work and professionalism we have seen thus far.
May Servpro continue to prosper We highly recommend them to ANY and EVERY one who needs help with restoration due to fire/water damage, etc. You WILL be in good hands for sure! Jon and Mary Irene Ventura

My experience with Servpro was fantastic!! My entire basement flooded just before Christmas but they came even then. Everyone in the office —Bethany,Emily and Melissa..were kind,sympathetic and helpful.
Their crews were prompt,efficient and professional and surely demonstrated what teamwork can accomplish. Christina,antionio,Heaven,Jodie,Autumn,Davan,Exavier and Shane all helped to lessen the trauma I felt from this incident. We will soon start Phase 2 of restoration. I am confident that it will be a smooth project since I am dealing with such a caring competent company.

On Friday all of our boxes and fixtures were returned to us.

I just want to give a 5***** review to Demi (I misplaced the paper with her last name).
She was Totally Awesome, Focused, Organized, Helpful and Pleasant.

She made an overwhelming experience actually pleasant.

I would be proud to have her as part of my staff.
She represented your company extremely well.

Patsy

“ The Strength of the Team is in Each Individual Member…
The Strength of Each Member is in the Team!”

I want to thank Servpro for not only being professional, but friendly as well. They are dedicated in assuring that you receive the best work that the agency provides. I would recommend services to family and friends.

Unfortunately, I had to call Servopro last week due to water damage. We moved to our first new home 3 weeks ago and there was a clog in the Master Bathroom. The clog has caused damage to our Kitchen and Basement area. We are very grateful, as it could have been much worse.
I had have several ServoPro employees in my home and they all have been amazing.
I’ve dealt a lot with Tim who has truly been fantastic. He has walked me through everything that has happened and will be happening. Tim always answers my calls and text messages and I don’t know how I would be handling this without him.

Lifesavers! No one wants to be in the position to need ServePro to mitigate damage to their home but we are grateful for the care they took helping us. A faulty dishwasher installation by a big box store caused a flood in our kitchen that also went through the floor and severely damaged the finished basement below. Our insurance contacted ServePro who sent Chrissy and Autumn to our rescue. What a caring, professional team. They had to pull up flooring, carpeting, remove drywall and set up fans and dehumidifiers. Their care made our nightmare a little more tolerable. Thanks, Chrissy and Autumn, and thanks ServePro!