Customer ReviewsforSERVPRO of Abilene

Highly unprofessional. I would call them for an update and get "let me look into this and call you tomorrow." Never a call back. Decided to email to get in writting and recieved the most horrendous email ever!

From: *************************>
Sent: Friday, April 1, 2022 1:08 PM
To: **********************************.com>
Subject: Fw: Bid or Quote



WTH is this? Why is she is expecting a bid... love trailer house people.

The customer received an email I sent in error. My intention was it to be an interoffice memo. This email was NOT intended for anyone but one of my managers and was in no way in reference to the bid they were requesting. This was a completely different job, and circumstances. It was an inappropriate message expressing frustration on a manufactured home that was completely damaged by water and needing complete demo and rebuild. Many of my family members have resided and do reside in manufactured homes. We have done 100's of water, fire and bio jobs in such residences. We do not discriminate against anyone or their property. I apologized to the customer directly and deeply regret the inappropriateness of the email and the error that occurred.

No response to the rest of the unprofessional behavior? I always had to do the contacting even when I was told you all would call back. Last I knew we discussed a pack out and possible Pod. I advised last I knew no pods in my area but I'm curious as it had been a few years. I also asked if storage unit would suffice. I was yet again!!!! Told "let me look into this and call you back"

Your company lead me on up to 1 buisness day before plumbing was to begin. Yet another unprofessional move.

According to my technician and my project manager, we did respond to a call about water damage. Technician drove to Comanche to do a moisture check. There was an area affected and the technician gave his professional opinion about what needed to be done. The customer told the technician it was sewer water, and the technician responded that porous material needed to be removed and we could not do any remediation until the leak had been stopped. The customer had already hired a contractor to perform work. No remediation services were performed and he stated to call after the plumber had fixed the leak. The customer has not been billed for a service call or any other charges for that visit and will not be billed. At that time we were asked to give a bid to move contents from the lower floor to the upper floor so the contractor could perform his services. The technician does not do those types of estimates. When the project manager spoke with the customer he stated we could not do a bid on a pack out moving contents only, when we did not do mitigation services. He followed up with an email on 4/1 stating :

"As I stated yesterday, we do not do bids on pack out or moving boxes from one floor to another area in the house. Any of our cleaning and mitigation on full pack outs are done time and material. After talking to the insurance company this morning, it really sounds like you need a moving company to facilitate your needs for your contactor. The industry norm is for the contractor to include content manipulations in their repair bill. As I said anything that we do is time and material."

The customer called again and was still wanting a bid.