BETHESDA, MARYLAND -- I had a pressure valve leak so I had water damage in one level of my house. I called my agent who gave me the 800-number for my insurance company which is State Farm. And when I contacted State Farm, they said they had two people, ServiceMaster and ServicePro, and gave me the numbers of both companies. I called ServiceMaster and the man I talked to asked for my area code. When I told him that, he said a local party would contact me relatively soon. And that was true. Within half an hour, I got the phone call saying that they had already gotten my request and they were sending somebody down to look at the damage.
It took less than an hour from the moment I talked to the 800 man to the time that the ServiceMaster people were ringing my doorbell. They had to take up my floors and a lot of my walling down. They were there all day until 5:00 then they came in the next day to finish the jobs in putting those big fans. They came everyday including even the weekends to move the fans around and keep monitoring the moisture level. They were also very nice about returning phone calls. They were outstanding, extremely professional and very friendly. And the damage has all been cleaned up now.
I've been extremely pleased with the ServiceMaster guys from Mt. Airy, Maryland and I've talked to people about them. Mt. Airy is not that close to me and it's about a half-hour drive. So it wasn't really a local company that came down but they gave me excellent service and they were the nicest people I've dealt with in a very stressful situation. They were understanding and helped me walk through this.
In fact, I just got a letter from them telling me that my insurance company is going to give me the check that I have to mail out. So they've been keeping me up-do-date with how to do this because I don't know how to do it. And it was wonderful that they even sent me a stamped envelope so that I wouldn't have to pay $0.49 to mail the check. Also, I did not know a contractor and they suggested that I get the contractor they recommended. So that's who is doing the repair work right now.
CHESTERFIELD, MISSOURI -- A drain pipe in the shower on the second floor of the house burst and we didn't notice it right away. I took a nice long hot shower and it dumped all the water out of the shower down into our kitchen, and down the wall, and into the basement. There were at least 75 gallons of warm water that went down between the walls and into the kitchen. We had soffits over the cabinet tree and the counter throughout the kitchen and it soaked the drywall on the bottom of the soffit, and then, started pouring through.
We didn't notice it for a couple of hours and it was still pouring water down and had taken that long to soak through in the kitchen. Then it broke through and went in. It poured down the front of the cabinets, the counters, and on the floor. Fortunately, most of it looked like it went down between the walls and the basement had a lot, and there's a drain nearby so it ran over there.
I called the insurance company almost immediately while it was still dripping to find out whether I had any insurance for that and they made arrangements with ServiceMaster Restore to come out the next morning. This was 10:00 at night when we discovered it. ServiceMaster Restore came out at 9:00 the next morning. They pulled the drywall apart. They're very professional and straightforward. I didn't have to worry about them stealing anything in my house. A lot of times, when I've got a contractor here, I stay with them and watch them and I make sure they don't take anything.
I let them be to do their thing. They tore out the drywall and the soffits and moved the fixture where the water was pouring around and put in the fans and the dehumidifier and set it all up. It took three-and-a-half days for them to dry everything out.
I couldn't get the pipe repaired for a week because the plumber was so busy but they came out and taped it all up so that we could, at least, use it a little bit. With that in mind, even after everything was dried out, ServiceMaster left the fan and the dehumidifier here blowing air into the space above the soffits. They tore out some area in the wall in the bathroom next door because they needed to get behind the cabinets. They did a fantastic job. I don't know anybody else that's going through that right now but if I ever do, they're going to be the people I recommend. I was impressed. I'm accustomed to working with contractors and ServiceMaster Restore were great.
QUINCY, ILLINOIS -- ServiceMaster has been excellent. I've done a few things with them. We bought a new home and part of it was getting molds. I talked to some guys that do mold testing and they recommended ServiceMaster over ServicePro because of ServiceMaster's follow-up and knowledge.
Nick was a great service manager. He coordinated all the guys and the different things they had to do. They were in my crawl space, vacuuming, sanitizing, sealing, and putting down a new vapor barrier. They also cleaned the floor. So, they did a really good job. They really helped me understand the exact mold problem that I had in my basement. I knew I had one but I didn't know it was as bad as I thought.
And then, I also had them do my carpet cleaning for the whole house to get it ready to be put up for sale. I had a couple of problem spots that they really did a number on. When they first cleaned it, it brought the smell out. The carpet was old and there were some permanent marker stains, and they totally got those out. I can't believe they got permanent marker out of my carpet.
And then one of the spots was old and when the heater was turned on, it brought the smell back out. ServiceMaster came back out and treated it again with something that deodorizes and smells good, which really helped. They did a final cleaning and re-cleaned the problem spot. I was just in there again today, and it smells great.
From my perspective, their customer service was top-notch. They knew what they were doing, how to show me where the mold was, what the problem was, and gave me options. They were going to do a couple of different things but one was too expensive. So, we went with the lower option in the crawl space and it worked out fine. So, I was really happy.
LAKE ARROWHEAD, CALIFORNIA -- I have a three-story house up in the mountain area. We had a flood for four days and it wiped out five bedrooms and three bathrooms. I made an insurance claim at 2:00 on a Friday morning and ServiceMaster called me within 30 minutes trying to figure out if they need to send someone up there immediately or if we would meet the next day. We agreed to meet the next day. From that time on all the way to the end, they were very professional, on time, and got it done when they could. I was very happy with them.
As a first step, they evaluated what was going on. We did a bit of paperwork then they started to remove the items on the first floor. It was on a Friday so they rescheduled for a Monday. On Monday, they had a separate crew come in that inventoried all the lost items and then all of the saved items. They wrapped all the saved items, shipped and put those in storage within four days. All the lost items were tagged, identified, itemized, and wrapped up. If we would like to have them kept, they would've kept them; and if not, we had them removed. All the damaged stuff was gone within a week and a half.
There were a couple of scratches on the doors, which is nothing major and we're going through that, but at the end of the day, their service was great. They explained the process and when they started drying out the entire house, they were there every day, which was great. Instead of just putting fans on there and disappearing for five days, they were checking on it, probing, and moving things around. They expedited the dry out process, which was very nice.
KENT, WASHINGTON -- I had a refrigerator that leaked and ruined some floors and walls. I called my insurance agent and she gave me a contact name at ServiceMaster who put me in contact with the project manager named Umberto. He gave me a call then we got a time for him to come out and he walked through the property. We talked about what needed to be done. Then it was that same week that I had people coming out on the weekend and start doing the work.
Two guys came in and ripped out the ruined floors and walls and dried them. They got the dryers going and they did a great job. They were also friendly, tidy and fantastic to deal with. I was really happy. However, I still need to call them because they issued me a quote but I got an invoice that is $700 more than the estimate they initially gave me. Umberto explained to me that any increase or additional work would have to be approved with me prior and nothing was ever discussed with me. No one called me about any additional charges.
I just responded to whoever sent me the invoice that that is not acceptable and there's no detail in there for me to be able to see what the differences were. I haven't heard back from them but I'm sure I'll get the billing thing resolved.
FARMINGDALE, MAINE -- The heating system broke down and blew smoke all through the house. I had ServiceMaster Restore do smoke damage cleaning. I had them start immediately according to their schedule which worked out well for me because it was the day after I had hired them. I was very pleased with how they arrived promptly. Everyone seemed very cordial, friendly, work oriented and performed very detailed work. I was very appreciative of that and I couldn't believe how in-depth their cleaning was. I had some very small knickknacks that they really took some time to clean. Also, they were very helpful to my questions. I would recommend them.
BRISTOL, TENNESSEE -- I had a water treatment system explode underneath the cabinet while I was gone all day. I came back about 7:00 at night and had three inches of water in the basement and two inches of water in the kitchen. I contacted two different companies and ServiceMaster Restore was the quickest to call back and they were out here as soon as they could. They've taken care of me pretty well so far. They've dried the areas as best as they could and the drying and cleaning people were great. I'd recommend them. But they haven't finished so they may also have to get some mold out of the cabinet.
BYRON, MINNESOTA -- On the first night that ServiceMaster was here, there was water on the floor and we were all in the basement working and moving things together. However, my husband and I felt that they spent more time mapping out than actually helping us lug wet boxes and pump water. One guy helped lug wet stuff out but the team manager spent forever drawing the layout of the basement so he could mark everything and measure all the square footage.
Their emergency response was not great but the rest of the time, they sprayed the stuff and did what we expected. The fans and all the commercial level stuff they brought in were great and did the job well. The basement didn't smell and was dry and clean afterward and that gave us peace of mind
However, the price ended up being really high. I would have liked that they'd touched base with me a little bit more with options to control the cost. They just kept on saying it'll go to the insurance. We have a cap on our insurance and there's very little left for us to replace the drywall that they cut open. Other than that, ServiceMaster came and did what needed to be done.
FALLS CHURCH, VIRGINIA -- We had a flood at the basement and our insurance company sent ServiceMaster Restore immediately. We were in Florida when it happened and my daughter was the one who discovered the flood. She had been visiting our house that day and greeted the techs from ServiceMaster at the door. She handled the coordination with them first, for a couple of days, and we came home during that time.
Their technician were knowledgeable and professional. They knew exactly what they had to do. They kept working until the job was done. We were very happy with what they did. We had to return to Florida to finish out our stay and when we go back somebody will be having the ceiling put back together and the painting done. That's when we'll know how the cycle will be. Overall, we're very satisfied with the work that they did and hopefully we'll never have to call them again.
BALTIMORE, MARYLAND -- There was a flood in my kitchen and my homeowner's insurance told me that I could go with ServiceMaster or get my own so I went along with them. The first techs came out immediately and did their job in drying and tearing the walls, and drying it out. They started February the 11th and dried them out in three days but it stalled from there. Now, it's March 23rd and we're waiting on the second half who are supposed to come and finish tearing the kitchen out and doing what they're supposed to do.
A house can be built faster than they could have put my kitchen back together. Had I known it was going to take this long, I would have gotten my own. They're poor as far as communicating with us so I reached out to them. They told me it takes time for this kind of stuff and if my cabinets weren't there, then I had to reorder. I did that a week ago. They said they will be here tomorrow, which is Friday.