SERVPRO of Stafford / Missouri City

Unprofessional, unresponsive, constant excuses, two of our initial contacts left the company within two weeks of the beginning of our claim. Unable to get an invoice detailing exact services rendered and associated fees. We had to call restoration services after a pipe burst during the freeze in February. ServPro was recommended by our insurance agent. They required our full deductible upfront, which I guess makes sense due to the volume of calls they received, but I was a bit uncomfortable about shelling that much money out without the people even seeing the front of my house, let alone the damage. Cut to 1.5 months later, extreme difficulty getting people on the phone, Servpro showing up at my door unannounced because they STILL had the wrong phone number (though there were text messages sent so multiple people did have correct number), them saying things were “dry” to turn around and say “they’re wet and it all needs to be ripped out” without getting the go ahead from insurance, me having to play the phone game when ServPro should be in touch with insurance...at this point we need an itemized invoice detailing the services provided and associated costs so we can get the correct amount for repairs from insurance, and all they have given us and State Farm is a bill saying they’re charging us our full deductible plus $250. It just sucks that they can’t even respond to us and give our insurance company some details about what they did and what those charges are. Sure makes it seem like they just charge what they want if it’s so difficult to get a detailed invoice...I will add that the guys who came to my home were nice and professional, and I thought things had turned around once Chelsea took over. However, at the end of the day I find it somewhat difficult to believe that three days of fans and a humidifier, plus the demo of one (~6 feet by 2 feet) is almost $5k...of course, I could be wrong, but without an invoice explaining charges, who knows.

I had an appointment with a 1 hour window. 10 minutes after the hour passed no one called or showed so I called the operator, who was not exactly rude but definitely not helpful. 30 minutes after that I got a missed call from someone who didn't leave a voicemail, so I called the number back hoping it was the tech. Was it? Who knows. No one picked up or called me back.

They responded fast and did great work. When our aging pipe finally cracked the water damage was extensive! Their team was there to help us through it and we were happy with their service!

If I could rate this location a 0 I totally would. These people moved my stuff to a super secret private storage facility when I had water damage just fine but when it comes to returning my merchandise I’m getting the complete run around. First I asked them to bring two bins because I had personal things and well my iPad is now gone. Now I’m waiting for them to send the rest of my things and this is how it’s going, first they were supposed to deliver my merchandise yesterday between 9-10 and instead they didn’t show up. They claimed they called and rescheduled because they had another job so basically I get put on the back burner, however the call never came through. If y’all called why not leave a voicemail? Ok so fast forward they rescheduled for today between 9-10. These people just throw out random times. I have all of my work clothes in my dressers that they have. I’m missing out on money while they are getting paid being unprofessional. When I called today around 9:45 I asked what is going on and the manager said she would call me back, of course she didn’t I had to chase and call them. So nowwwwww my stuff is supposed to be delivered at 12. How do we go from 9-10 all the way to 12? You are only 20 minutes away. What are y’all doing? There’s only 3 pieces of furniture you are bringing and a couple boxes. do you only have one employee? Now that it’s 12 they bring two unhauls with guess what, NOT MY STUFF. IVE BEEN WAITING GOING ON 4 days. This is so unprofessional I wouldn’t recommend ever. Now it’s I wouldn’t rate this company a 0 I just rate this location a 0. All they could say is “I’m sorry and I understand” how? This happened to you? Oh ok.

Called on Friday and they said they could not make it out till Monday. On Monday, no call no show. I call Monday evening and they said they had me on the schedule for Tuesday. On Tuesday same thing no call no show. On Wednesday I called a different company and the repair was done on Thursday. Servpro wasted my time.