SERVPRO of South & West Spokane County
Freya, Spokane, WA

SERVPRO of South & West Spokane County Reviews

3.9 stars based on 46 reviews

Featured Comments:

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  Elaine Castillo

  1.0

  I was dissatisfied with ServPro of South & West Spokane County, and I hope you will read this review to understand why. My basement flooded, and ServPro came out and immediately said it would cost $6,000, with half due right then. After paying up and signing at least 6 forms on their iPad, I pointed out again the wet areas, and a sympathetic team of two removed wet padding and carpet in one and a half rooms, set up drying fans, and taped up two plastic dividers to separate wet from dry areas. They worked about 5 hours and directed me to maintain closed doors and sealed-up plastic at all times. I asked for copies of the forms I had signed and an accounting of the work and was told to expect these the following day. That day the project manager came with two others to collect samples to test for asbestos—a process that took 25 minutes. I again requested the forms and work costs and received these in a zip file that neither I nor another service person that came for five minutes on Thursday could open. He assured me that the information would be emailed that day. On Friday, the team of two returned for another 5 hours removing drywall and baseboards. They let me know they would have to return to remove soggy door jambs, and I reminded the pair that I still needed the forms and cost breakdown. On the following Monday, a team came to remove the drying machines and plastic. As they packed up, I checked the carpet in a room that had been wet about 2 feet in from the doorway and discussed on day one. By now the room had remained untouched for over a week and water had spread out further into the room. The team brought back the fans and stated they would return next day—Tuesday. No one came, so after calling after hours I was informed that workers would be out on Wednesday. They came and removed 3x the amount of carpet pad than would have been removed had they taken care of it on day one. In the meantime, ServPro is very conscientious about regularly sending me a bill for the remaining $3,000, yet never sends the requested forms and accounting nor returns any phone calls. The following Monday, I called ServPro manager Chandler to try again to get the information as well as an adjustment to the bill because of the increased damage caused by negligence in leaving a room wet for over a week, never responding to requests for forms I legally am entitled to, and a review of this inflated bill. I wholeheartedly believe people should be paid fairly—and timely. And ServPro should—and has been—paid as well. However, in light of their mishandling of things and not responding to requests for documentation or phone calls—these issues are unacceptable. This bill is inflated and constitutes price gouging. My recommendation is to think carefully before contacting this company if you find yourself in a water-soaked mess and need help. Their practices indicate that their priority is taking your money rather than mitigating your damage and losses reasonably when you’re vulnerable and doing your best to navigate through it. Because of my experience, I advise you to get other quotes elsewhere should what happened to me happen to you—or, at the very least, take this as a cautionary tale of “buyer beware” when dealing with this company.

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  Response from the owner

  Ms. Castillo, Thank you for expressing your concern about the work we performed for you. Please know that our initial pricing of your job was evaluated on a “not to exceed” basis. While we often uncover extra remediation that needs to be done once the job begins, we try not to surprise the customer with extra costs. We use the IICRC (Institute of Inspection Cleaning & Restoration Certification) pricing guidelines on all of our jobs along with Xactimate pricing software, so we do not set our own prices but use national standards for pricing. And, as we indicated, we are happy to work out a payment plan with you. Work that was initially estimated, but not performed is deducted from your final invoice. You are correct in saying that our crew missed an area of moisture in our initial inspection which required additional carpet and padding to be removed. We do apologize for that. However, the amount of carpet and pad removed from the room would have been the same in either case. When removing carpet and padding from a room, it is not usually appropriate to remove just a portion of the room when carpet can’t be matched. It is best to remove the entire room so you are not left with a patchwork of carpet. Also using a combination of old and new pad often results in a visible ridge under the carpet as old pad is more compressed than the new pad and they won’t match evenly. As far as a final billing is concerned, this is calculated based on the work that has been done. Any anticipated work that was estimated but then not needed will be deducted from the final, itemized invoice. This would likely leave you with a balance which would be less than the initial estimate. As noted above, in order to be fair and competitive, our pricing is based on national IICRC standards and does not vary from those standards. We apologize for any misunderstanding and invite you to give us a call at 509-534-0566 to work out final details.

• J

  Jennifer Heimbigner

  5.0

  This was a very very stressful flood in my condo, and absolutely everyone has been very kind, helpful, and really great. Between the unbelievably quick response the night that it flooded and they drove a really long way on an icy night, then every other part of fixing all of the water damage. I felt very much taken care of, and I really appreciate everything.

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  Response from the owner

  You are welcome Jennifer. We pride ourselves on our emergency response process and we sincerely appreciate you taking the time to share with us your experience with SERVPRO of South & West Spokane County. On behalf of our entire team, thank you for allowing us to serve you.

• T

  Tim Harse

  5.0

  Quick, friendly, and good quality work. The crew specifically for our construction (Ben and Noah) were always so polite and did a great job!

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  Response from the owner

  Hi Tim! Thanks for leaving a review, and mentioning Ben & Noah in our Construction Department. You’re right, Ben & Noah are always going above and beyond. We’ll be sure to share your praises with them!

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