Fire and Water Damage Restoration
SERVPRO Of Omaha Southwest And SERVPRO Of Omaha West / Saunders County And SERVPRO Of Council Bluffs And SERVPRO of Omaha NWComplaints
This profile includes complaints for SERVPRO Of Omaha Southwest And SERVPRO Of Omaha West / Saunders County And SERVPRO Of Council Bluffs And SERVPRO of Omaha NW's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our house had a fire on 6/9/25. We hired servpro of SW omaha to do the tear out and clean up of our home. They have had problems with staffing since we hired them and have had to use unqualified employees. Since taking our job they have cancelled, sent minimal employees or untrained employees. They have left items sitting in water, damaged our furniture in removal and clean up process. They sent us an itemized list of our non salvable/salvable items and left off large ticket items they took such as recliners, couch, coffee table, many antique items in our curio cabinets as well as many others. ******** ******* is the contents manager and ***** ******* is the Director of Operations. I have been in contact with both manager/Director regarding issues. They cancelled delivery of our clothing items to be delivered on 7/25/25 because of taking on new jobs. They have had our clothing since 6/12/25. Their explanation is they need to take on additional emergency jobs. I feel a company needs to honor previously scheduled commitments prior to accepting new jobs. This company needs to focus on hiring and training competent employees. This company also needs to focus on management training to develop trustworthy and honest managers. A company of this type that sends an itemized list of the homeowners belongings that was missing over 50 items (many antiques) need close oversight. It was mentioned to us multiple times that we could have our clothing items back when we wanted. We were able to get a few boxes back and we had long sleeve T-shirts, flannel sheets and a few summer items. So on June 9th I asked for all clothing items back which were scheduled for 7/25/25, which they cancelled on 7/25/25. In phone conversations with *****, DOO is saying now we only get one trip of our items we have been requesting unless we have prior approval from the insurance. I started asking for our clothing items the first week they came in to the home. They had many opportunities to return them
Business Response
Date: 07/25/2025
Thank you for reaching out
and for taking the time to share your experience in such detail. First and
foremost, we want to acknowledge the incredibly difficult situation you've been
through. Recovering from a house fire is already a deeply emotional and challenging
process, and we are truly sorry to hear that your experience with our team has
added further stress during this time.
Please know that we are
human, and we genuinely value feedback—especially when it highlights areas
where we need to improve. What you've described regarding staffing challenges,
missed or canceled appointments, communication breakdowns, and concerns about
your belongings is deeply concerning. We take this very seriously and are
reviewing the matter internally to understand what went wrong and how we can
correct it.
We also understand your
frustration about the delays in returning your clothing.
We are committed to making
this right and regaining your trust. Someone from our leadership team will be
following up with you directly to discuss next steps, address your concerns,
and provide a clear resolution timeline.
Again, thank you for your
honesty and patience.Customer Answer
Date: 08/08/2025
Complaint: ********
I am rejecting this response because: I have asked multiple times for our personal belongings such as clothes, shoes, belts, purses, hats, coats, as well as a recliner and they are not responding to us. They have not set up a date to return these items to us and do not respond to emails requesting these items. I have requested a list and picture of the antique/crystal items they have of ours in their possession from our curio cabinets and they have not provided this. In addition, they have taken items out of our home or disposed of without proper documentation. I am having to go through pictures to ask what they did with different items of ours because there is no documentation of them. They have threatened to return all of our belongings, not just the items we are requesting, which we do not have room for due to temporary housing. There is no reason why they cannot set up a date to have our requested items delivered.
Sincerely,
***** ****Customer Answer
Date: 08/14/2025
Please see the attached email. Servpro of Omaha Southwest continues to stall on when they will return our belongings that we have requested. They now have had our clothes for over 2 months. I have never seen a business managed so poorly. How soon will we see resolution on this complaint?Business Response
Date: 08/20/2025
The items in question have been delivered. We are working diligently to process the rest of the personal property and get it delivered. Please contact us directly with any further questions.
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