SERVPRO of South Austin

I’ll start by saying I did not choose Servpro. This was almost 2 years ago and there are still outstanding issues! The flooring company that replaced the faulty flooring in my home contracted with Servpro to move my furniture and put up containment to contain the dust and damage from the tile and wood flooring demolition. Servpro scratched several pieces of furniture, the doors on my refrigerator, the doors on my cabinets and they also bent the covers on my under cabinet lights, just to name a few. They attempted to repair the furniture but it doesn’t look 100%. One of the refrigerator doors was replaced and my refrigerator has never held a good temperature since then. The front of the refrigerator is warmer than the back like it’s loosing cold air from the door because the seal is not good. They paid to replace the gasket, but it’s still not as cold as it should be and the temperature has been turned down as low as it can go to try to keep the food from spoiling. The containment was also a joke. Dust got into everything and they did a poor job of cleaning after the project was complete. I also needed to be there because they weren’t prepared with pictures of where items were supposed to go. They used a scouring pad on my cooktop which looks awful. Servpro said they would replace the top of my cooktop, but after almost 2 years it’s still hasn’t been done. They tried getting the top replaced, but the piece didn’t fit and I was told that the piece has been discontinued so they said they would replace the whole thing with a different cooktop. I’ve worked with different folks in that office, at least one of which left the company and didn’t even bother to transition my outstanding issues. Jammie has my case and she says she is trying to get it resolved, but she rarely calls me back. It’s simply not fair how I’ve been treated. They are not registered with the BBB and BBB rates them a C-​. I can totally see why… I still plan to submit a BBB complaint.
Their slogan is «Like it never even happened.» What a total joke! Not only did they do a poor job of preventing damage to my home, they caused more damage. I wish Servpro never even happened!

Arrow Service Center did not install new Air Condition completely did not check drain line in Attic, which caused flood. I had water coming from the ceiling and down the wall.
Contacted my Insurance company Mercury and they gave me Servpro’s name and phone. I called Servpro right a way. James the Manger came out right away. When I tell you they did a wonderful job, believe me. I had pots to catch the water.
The ceiling and walls were cracking, some parts of it had to be replaced. They did such a wonderful job, you would not know there was a flood.
I have contacted Mercury to let them know how GREAT THEY ARE. I also spoke to the Owner Mr. Colin Cook to tell him how James and Jose worked so hard for me.
James is the one that really worked for me and was sooooooooo nice. He knows what he is doing.

I had a leak in the Kitchen Island and there was damage to the cabinet under the kitchen island. The builder spoke to them and scheduled them to come out on 06/​22/​2015. ServPro also called me on 3 different occasions on 06/​15/​2015 to schedule the date and time and I confirmed that.
Fast forward to today 06/​22/​2015, I was waiting on ServPro to come out and demolish the old cabinets, flooring etc so the other crews can reinstall the cabinets, plumbing; however now I am being told that there is nothing on their schedule and the Manager Tammie/​Tammy/​Jammie does not know who called me since my argument was why would you schedule work with the homeowner and waste their time if you didn’t have the necessary approval. She did apologize on several occasions but did very little to resolve the issue. I cannot wait another 10 days without a sink, electricity etc in the kitchen. If anyone knows of another company which is certified for mold cleanup and has better business ethics please let me know.

After having very little or poor communication for almost 2 weeks, and finally getting a contract from them for the work they were going to do, the contract came in and was incomplete. It was missing an addendum, and didn’t even include anything about the old release and portion of the work I was to have done. Part of the reason this was such an issue, is that the bid they initially sent included charges for work that they weren’t even doing, like putting new countertops on when they were using old ones. So it took a little while to get a correct bid in the first place
I contacted the office and spoke to supervisors as well as the person that I have been dealing with for the bid itself. Apparently the company was undergoing some staffing changes, and as such I was receiving highly poor service. They then proceeded to tell me that they wouldn’t even be able to get to my work for about two months. I had been spending two weeks trying to get my contract and bid together from them, and they tell me this as I get a corrected bid. Apparently, within those weeks, as I was trying to get what I needed from them, they took on too much work and were not going to be able to provide me service. I can’t even say enough negative things, excuse after excuse for poor service is inexcusable. Either be upfront that you have staffing and timing issues, and I’ll try to take my work elsewhere from the get go, or get the work done in a timely manner and send all appropriate paperwork in a timely manner so that I can move forward and not have further damage to my property. I would not waste my time with this company.

Update: my insurance agent came to assess my damage 3 days later on Wednesday. He suggested I use the ServPro he uses located in north Austin. Since it had a different name and number I agreed to try them. He called and left a message with my name and phone number. They called within about 10 minutes. Turns out it is all the same company as the one I called. I agreed to give them a second chance. They apologized and I was promised excellent customer service. I have to say the customer service I received was very good from all the employees at ServPro. However, if I had received service on Sunday the floor might not have to be replaced. I’ll never know and now I have to try and match a wood floor that is 13 years old.

First of all, Chris was awesome. If it were not for him, I would have nothing good to say about my experience with ServePro. He really paid attention to my questions and made me feel taken care of. Granted, the area had just experienced a flood, so I’m sure they had a LOT of calls coming in, but it took them up to 7 days to return basic requests, like please send me an estimate, in writing, for what we will have to pay for — took 7 days (and was wrong). The owner did call us after the first visit with a sales guy to check up on us. I told him my only concern was that I didn’t want to find mold in the future — I asked if they had a guarantee in writing that stood by their work and that if mold did develop after the drying process that they would come back and remove it. He told me that was absolutely what I was paying for and that he would get me the guarantee in writing… Two weeks after they finished I still couldn’t get the guarantee in writing from him so I emailed the company. They told me there was never any kind of guarantee and that they «didn’t do that». After several emails and me trying to explain all this to them, they simply stopped responding to me. I found out later that I could have hired a contractor and they would have charged me half the cost too. So I was lied to and overcharged… I will NEVER do business with this company ever again and would HIGHLY recommend that no one else does either. In the end, they left fans in my house for about 6 days, I removed all of the carpet myself as well as all of the baseboards and they still charged us $ 7,000.00. Oh and by the way, the fans were only running for 4 days, they used our garage for storage for an additional 2…

My house flooded from a broken pipe and our insurance company suggested we call ServPro. Scott from ServPro was at our house at 8 am the next morning. He stayed and helped me move boxes and furniture away from the walls and wet floors. He was very nice and explained everything he was doing. I was very pleased with his professionalism and courtesy. I would definitely call them again if needed. Travis also came out and checked and rechecked everything to make sure the water was gone.

Travis from Servpro came out today to assess and begin repair on water damage in our master bathroom. He called prior to coming out and arrived timely. He was professional, considerate of our home (wearing booties and moving our wall hangings with care), enjoyable to talk to, and even provided pictures of the internal area for our personal records. He took extra time to inspect a separate area that our roofing contractor had suspected leaking. I would highly recommend him as a service professional.

We recently had a water leak within our wall that flooded our study room and ruined our hardwood floors. They were prompt to come out and inspect the damage at the house. The person sent out was very sales-​y and said they would do things that turned out not to be done. He did mention they had a large job going on in a downtown hotel and were short of staff, but if you know this, then why take the job. The one person sent out to do the water mitigation was late by over 2 hours and had to be reminded to come out. Once he did arrive, he was helpful in moving a couple of pieces of furniture from the room. He proceeded to remove 192 sq.ft. of wood floor and sub-​flooring all by himself. He worked tirelessly to get the job done but I can’t believe they didn’t send him any help to at least cart away the bad material. I felt so bad for the guy that I went and got him a footlong sub since I knew he hadn’t eaten since arriving. After a couple more hours, I felt worse and ended up helping him to he would be getting home at midnight! Needless to say, WAY too much for a one person job. The sales said they would put down plastic sheeting so the house wouldn’t be a mess, never happened. They said they would clean up the slab down to the bare concrete. Still have nails in the concrete that weren’t pulled up and needs to be scraped of leveling material. I’d give them one more star but hesitant because of what was promised and not done. I would think twice about using them again and look to other water mitigaters for the job. As their commercial says «like it never happened» isn’t quite true.

ServPro of South Austin
Having water damage is a huge obstacle but having ServPro on our team was amazing. We had a water pipe break in our country house, causing four inches of water to sit over three weeks. ServPro came to the rescue. Good service, compassionate staff (Ms. Leslie is awesome) and a time line of events — packing the house, arranging for the storing of the items that were saved, removing twenty four inches of sheetrock, and all flooring. ServPro worked with our builder on coordinating an additional time line so that the trades were not overlapping. Although we had a few hiccups during the process, Leslie was able to be pro active instead of reactive and got us back on track. On a job this size you will have challenges, it’s how you handle them that show character. Bill and Colin (the owners) have done a great job hiring attentive staff and I appreciate each one that arrived on property. ServPro staff cared for my home as if it were theirs. I must say now that the house is back together «It’s like it never even happened». Thank you.
Deanna M.

My families home was charred badly from the fires in Bastrop this past summer. Josh and his crew did an amazing job, They power washed the outside of my house so meticulously, that it looked 7 years younger. I couldn’t have been happier with their work ethic and professionalism.
I would recommend this companies services to anyone with a home emergency.
Thank you Servpro of South Austin