SERVPRO of Rockford

I had the misfortune of having a water leak in my Eagle Ridge Townhouse which caused extensive damage to my main floor. The leak was caused by a faulty shut off valve and the water ran for about 3 weeks which was the last time I was up to Galena. I came up on Friday night to relax and have fun for memorial weekend. What a mess I walked in to. I State Farm recommended Servpro for the clean up process. I called them Saterday morning at 8 am. Three Servpro trucks pulled up 3 hours later. Don Haysiette was the Project Director and Rocky was his lead supervisor. They took over, calmed me down and made the whole clean up process stress free. In my opinion, they are what customer service and customer satisfaction is all about. I would not hesitate to recommend them to anyone. People make the company successful and Servpro should be extremely happy to have people like Don And Rocky representing them. I cannot say thank you enough.

Scheduled first appt. Had to reschedule bc person coming to give estimate was double booked and I could not move up appt. Rescheduled and person giving estimate was an hour early. Poor communication between person scheduling and person coming out to give estimate. Each person blamed the other for the miscommunication. Will not be using Servpro for this reason.

Quick synopsis: Fast response time initially, but poor communication, questionable workmanship, and unresolved flood damage issues left us feeling that the insurance payout mattered more than properly restoring our home. Full review: We had a flood on January 1st. I called the company at 8am, and they had someone at my house by 2pm, which I appreciated—especially since they had no prior notice and I live about 45 minutes away. The first crew that came out looked over the damage but significantly downplayed how bad it was. I’m not an expert, but after vacuuming water for over five hours, I knew it was more serious than they were saying. A second crew came later and immediately acknowledged the extent of the damage, even saying they would need to return with a larger crew because the situation was much worse than they had been told. Over the next week, they did the demolition work, but several issues came up. While removing the flooring, they cut completely through the subfloor with their saw. I understand mistakes happen, but I also noticed additional damage to walls where trim was being removed, leaving holes and damage that weren’t there before. There were also five walls that had clear water damage. During the walkthrough, I asked why some of those walls were not cut out. I was told that because there appeared to be previous damage, they couldn’t say for sure it was from the flood—yet the other walls in the same room were acknowledged as flood-damaged. I was also told one wall was “for sure dry,” despite visible issues. To this day, I still have flooring in the hallway that is popping up due to water damage under the carpet. I was told they would replace the carpet but not the damaged floor underneath. After the final walkthrough, my wife and I both felt like the company was more concerned with the insurance company than with making sure our home was properly taken care of. On January 12th, during the walkthrough, we were told we would receive a quote to put the house back together. As of January 25th, despite multiple texts asking for the quote, we still have not received anything. It feels like they came in, did what they felt was the easiest demo (not a full one, in my opinion), collected the insurance money, and then stopped caring about what happens next or how long it takes for us to get our home put back together. Please don’t respond with the generic answer of, we would love to speak to you more. I’ve been trying to get a quote for 3 weeks with no response.

SERVPRO did an amazing job after my home flooded—twice in just 9 weeks. From the moment Don and his team arrived they were incredibly professional, respectful, kind, friendly and easy to work with during a very stressful time. Their expertise and efficiency was remarkable. They removed all flooring and wet sheetrock in about 7 hours, which was truly impressive and helped prevent further damage. Their efficiency, communication, and friendly attitude made all the difference. Thank you Don & his crew!! Highly recommend!!

Don and his team were great! They were timely and did a great job. Don was knowledgeable and always kept me informed on the process and the next steps. Would recommend Servpro to anyone!