PuroClean of Green Bay

In the restoration industry... There are two phases to the job - mitigation then rebuild. I knew this going in, but they did not remind or educate me about this. I had what I thought was a "pretty minor" sewage back up. You never really know until you have it looked at by a professional. I called FOUR restoration companies as soon as the backup happened. PuroClean was the only one that actually showed interest in the job. They sent out a project manager within hours (Bob). Bob wrote up an estimate a couple of different ways, leaving me plenty of options - since this was, in fact, a pretty minor job. Bob said he could schedule me for Wednesday (two days later). I asked for Friday. He agreed. The tech that came on Friday was on site for just 45 minutes. He peeled carpet back. Cut out some pad and plugged in a couple machines. Part of the scope was to actually clean the concrete, since it was Cat3 water. That wasn't done. It took 26 days for the tech to come back to "clean". Now? 20 days later... I'm still begging for them to finish the job. All that needs to be done is to install new padding, re-stretch the carpet and put the trim back on. I do not know if the lack of communication/urgency is part of PuroClean's culture or if it's isolated problem but it takes day, sometimes even weeks, to hear back from them. This experience showed a ton of potential to be made whole quickly and professionally but it has turned into a nightmare. To top things off... I wrote a check to cover half of the mitigation. 46 days later, they check is still outstanding - and I am fairly confident that they lost it!

Had a vent pipe that leaked and soaked the insulation and ceiling drywall. It appeared they fixed the issue, but after a while, the ceiling cracked and had another drywall water stain. I had the issue looked at and found they did not replace any of the insulation that was covered in their quote and paid for. After Puro clean inspected it they eventually came up with a price I had to pay to repair the damage they were responsible for. They told me they would fix it within 2 weeks. They never showed up. After many calls and texts, the owner said he would pay me material costs. I had the ceiling fixed, and tried many many times to have them pay material cost they said they would. No response from them at all. Would not recommend them under any circumstance.

Bob replied quickly to my home and had workers ready to start working. They did a great job cleaning up the water damage in my basement and came in under the original estimate. I would highly recommend them.

Communication is terrible. We’ve had to call multiple times asking for them to contact/return contact to our insurance. We left multiple messages, with reassurances that we’d be called back with no return call. Once we did get to speak with someone we were reassured they’d be sending documentation to our insurance with us on copy. 3 days later, still nothing. Called again, was told it would be by end of that day again…nothing. Initial contact with Bob had me feeling better about this awful situation, but the lack of communication since then is incredibly stressful. It’s been almost 2 weeks now with zero information of the cost of what they’ve already done or what our next steps are.

PuroClean responded quickly to my urgent Saturday morning call. Our sanitary sewer had backed up, leaving a large disgusting puddle of water on the concrete floor of the unfinished portion of our lower level. My frantic online search finally led me to PuroClean. My call was answered promptly and within the hour a professional was at our home attacking the unsanitary liquid mess, disposing of it and then sanitizing the floor. What a relief! Yes, we still needed the services of a drain cleaning service to clear the unsanitary culprit leading to the blocked sewer drain and associated flooding, but PuroClean led the way by taking care of a huge mess first.