SERVPRO of Greater Boulder

ServPro did some water restoration work for us a few months ago due to a hot water heater problem. Our insurance suggested them and we thought they did a fantastic job. The crew they sent was awesome and the experience was great.
Fast forward to May and we again had flooding and water in our basement (this time due to rain). Because of our previous good experience, we called ServPro again. This time is was on our dime, but we were confident in the company. When we called, I asked for an estimate for water extraction — I knew it would be just an estimate, but wanted an idea. I was told $ 45/​hour. All we wanted was the water extracted — didn’t have to rip out carpet, baseboard, etc., as we hadn’t fixed anything yet from the hot water heater issue. It was a Saturday night — they got there about 8:30/9:00. They were there for LESS THAN TWO HOURS. We told the lead guy we had been quoted $ 45/​hour. He said okay… He later told me we had gotten a good deal and that it is normally $ 8/​sq foot. The water kept coming in and the crew suggested we wait until Monday to have them come back. That is what we did. Monday they came and spent 5 – 6 hours extracting water. They then came back a third time to extract a bit more water.
Somewhere in all this, the office called and said the price was really $.60/​sq foot and that the $ 45 we were told was wrong and would not be honored. So essentially, we were told THREE different prices by THREE different people. When we received our bill it was just under $ 2000. That may not seem like a lot, but we questioned the pricing — especially since the bill was not detailed at all. Further conversations with multiple people in the office have been incredibly frustrating and angering. The final call was with Meredith in the billing office (I believe that is her role). She pretty much called me a liar and said no one in their office gives quotes over the phone. I wish I had a recording of the first call with Tonya. Meredith also told me she had talked to my husband and he was «fine» with the bill — no, he wasn’t, which is why we were having all these conversations. She was extremely rude and unprofessional.
I had spoken earlier with a woman named Candy. She was wonderful and wanted to know all the conversations we’d had and wanted to know our concerns. She was extremely sympathetic and said she would do more research and get back to me by the end of that week. I hadn’t heard from her yet when I received the above-​mentioned call from Meredith. When I realized Meredith and I weren’t getting anywhere I said I would rather continue the conversation with Candy. I was then told that Candy «didn’t feel comfortable talking with me» and that is why Meredith was calling. I called Candy back and left her a message about what I was told. She later left me a message saying she had never told Meredith she wasn’t comfortable talking with me and would do more follow-​up. She apologized for how I was treated.
My point is, I have lost ALL RESPECT for this company. The crews have been great. The office — not at all. I’ve since read several reviews about ServPro in general and now wish I would have read these earlier. I would have gone with the other company our insurance company recommended. NEVER AGAIN will I use ServPro — and I would discourage anyone else from subjecting themselves to this kind of treatment. The only reason a person would call ServPro is because of an emergency and then to be treated like we were is like adding salt to a wound. Also, I was to receive a call from a Joel and one from Candy again. I have yet to hear anything.
I know this was a very long review… It is very frustrating when you are told so many different things, are treated like you are a liar, and don’t receive calls from people you are told will calll you back.