SERVPRO of Hyde Park / E. Bridgeport / Bronzeville

Carlos was really professional and extremely knowledgeable about the job that he preformed

I had a very troubling experience with SERVPRO that homeowners and insurance companies should be aware of. Water damage occurred in my condo due to a leak from a unit two floors above mine, which caused water to come through my ceiling around a light fixture. SERVPRO was contacted to assess the damage and prepare an estimate. After inspecting the unit, SERVPRO submitted an estimate directly to my insurance company that included two components: Mitigation work Repair of the damaged portion of the ceiling where the water intrusion occurred. Based on the scope SERVPRO provided to the insurance company, the mitigation work was approved and completed. However, after the mitigation was finished, I had to follow up multiple times over several weeks just to get the ceiling repair scheduled. After repeated attempts to move the project forward, I was eventually told something shocking: SERVPRO claimed the estimate they themselves submitted to the insurance company was “inaccurate” and that completing the ceiling repair would now cost an additional $3,000. In other words, the scope they provided to the insurance company and the scope they were willing to honor suddenly became two different things. This places the homeowner in an extremely unfair position. Once mitigation work has begun and an estimate has already been submitted to an insurance carrier, changing the price of the remaining work raises serious concerns about transparency and accuracy in the estimating process. Homeowners rely on restoration companies to provide accurate scopes of work, especially when those estimates are used for insurance claims. At this point I am still seeking a clear explanation as to why the original estimate submitted to the insurance company cannot be honored. Until this is resolved, I strongly recommend that homeowners: • Carefully review all SERVPRO estimates • Confirm the scope of work in writing • Ensure the estimate submitted to insurance matches the work SERVPRO intends to perform Water damage is stressful enough without having the scope and cost of repairs change after mitigation has already begun. I hope SERVPRO corporate will review this situation and help resolve it appropriately. I will be contacting the BBB.

Sean Englund operations manager is amazing speaks with confidence and has the ability to make you feel secure in choosing this company everything he stated is what actually occurred he is amazing and so is the teams he sends out

I hired ServPro after water damage to my home for what was estimated to be a 45-day project. The work ultimately extended to nearly 90 days due to repeated reconstruction failures. Throughout the project, I experienced serious concerns, including poor workmanship and the use of improper materials. One worker brought his girlfriend to my home without authorization. After that crew was terminated by ServPro leadership, one of the removed workers later called my personal cell phone—despite never being given my number—and demanded to return to my home, raising significant safety concerns. Additional workmanship issues included major electrical errors, including wiring that caused a light switch to control my refrigerator and dishwasher instead of the lights. These issues are only a few examples of the problems encountered. I contacted ServPro managers Michelle and Frank V. multiple times over a 30-day period to report these concerns but did not receive a response until I escalated the matter to ServPro corporate. Once Frank V. contacted me, I was informed the wiring issues would be corrected and that quality cabinets would be provided at ServPro’s expense, which did occur. However, I later discovered that ServPro submitted claims to my insurance company misrepresenting this corrective work as water-damage related in order to obtain additional payment. Based on my experience, I would caution homeowners. ServPro may be effective at mitigation and demolition, but in my experience, their reconstruction services—putting the home back together—were unreliable and should be approached with extreme caution. This matter is still ongoing.

Fernando and his crew always take the time to answer any questions I may have, very respectful, efficient, courteous, and provide me and my wife with all the options and solutions available. They are the BEST!!! Thank you SERVPRO for your service.