Business ProfileforServpro of Chesterfield, Tri-Cities, Richmond & Henrico

Recently dealt with Servpro ChesterfieldmRichmondm Henrico, Tri-Cities, mid February 2022. Purpose of this note is to inform the community of the poor workmanship and managers' lack of professionalism. Without going into details we used Servpro as recommended by house insurance company. Recommendation to address cleaning soot damage from home fireplace. Staff assigned to this job was for 3 days; found crew to be inexperience, left stains on appliances, stains on area rugs, left dirty rags on furniture, tables,left equipment in home, etc. Such was reviewed with the Project manager, who failed to keep home meeting to address concerns. We did not hear from the project manager that day nor did he or Servpro office return calls,text or emails. Following week, in attempt to address the above, we spoke with two other project managers, who tried to justify the reported cleaning concerns. One project manager hung the phone up on us. Our insurance representative was trying to help and contacted Servpro by phone on our behalf. They were informed the owners were out of the office and insurance company did not return her call. Later heard from Servpro as recommended by insurance agent to contact me directly. I had to email them before staff contacted me. In addition, when we reviewed Servpro invoice sent to insurance company there were errors, such as listing expensive equipment that was never here or needed for this job, etc. They, Servpro did make some adjustments but not all. Overall service is poor and administration appears to be guarded of their staff and not very concerned about clients. Appreciate

We understand how stressful having a fire in your home can be. We also understand that this is something most people hopefully only experience once in a lifetime. Our goal is to assure customers that they are in good hands. This situation was unusual, as the Project Manager who started the project left our company. We assigned a new Project Manager right away. As the customer would not allow us to complete the job, we removed the incomplete services from the bill. Unfortunately, the phone call referenced ended because cursing and name calling took place. Prior to ending the call, the customer was informed that the conversation was over. The bill has been paid in full.