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.
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.
LOS GATOS, CALIFORNIA -- ServiceMaster Restore were with us for about four weeks because we had a water leakage problem that came through the bottom floor, which was a finished basement of 1,200 square feet. I called them on a Saturday because we noticed that there was water leaking into the edges of the room and they came right away. They noticed that the elevator that we have was sitting a few inches above water in the shaft of the elevator. So, they came back right away and got that pumped out.
And then, the whole thing had to be torn out because the walls were soaked and they didn't want mold to get in there. They got dehydrators in the various rooms, left them in there and were everyday at work. They had a crew of women who packed our stuff that was down there, in boxes and plastic wrap and then labeled them and it's all in our garage right now.
Overall, our experience with them was fine. Whenever I called them, they were prompt in answering. Their office staff was good. They followed up on emails. The owner of the company even came by on Saturdays and Sundays to check that everything was going well during that four-week period. The guys that worked downstairs were very courteous and helpful. I used to put out water or juice, or cookies and they were appreciative of that. They worked hard and did a good job. They were really great.
FARGO, NORTH DAKOTA -- We had a water backup recently due to a gasket fit that loosened up on our sump pump, and it started the water damage to the carpet and dry wall. I called ServiceMaster out and they came out the next morning and got to work on the restoration right away. They finished it up quickly so the contractor could get in as soon as possible. They were very good. The technicians explained what they were going to do and kept in contact with me every day because I don't live in the house. We had good communication. Right now, we're happy and I'm very satisfied with the service that we've received.
GLENDALE, CALIFORNIA -- I had a water damage coming from the kitchen going to the dining and living room, and the stairs in my penthouse which has three levels and the stairs and kitchen cabinets were all damaged. ServiceMaster came the next day after the inspector from Farmers Insurance came. They moved all the cabinets, dry walls and floor. Then they put the fans to make them dry and sanitized inside the dry walls and the floor. Their service technicians were really polite. When I had any questions, they answered me and tried to help me with the simple words as I don't know the technical ones. I'm really satisfied with them.
TWIN LAKE, MICHIGAN -- We have a Michigan cellar in this old farmhouse. When I went down there to retrieve something that I wanted, there was a huge puddle of water down there that got into the furnace and it flooded some parts in the furnace and caused our heat to go out. We didn't have heat for five days here.
We called a furnace company first and they were the ones that told us we should call ServiceMaster to come out and get that water out of there. We did that and they came out on the same day. The two women who came out were friendly and said they'd get us taken care of. But it took a couple of days because one day of the fans down there was not enough and the fans had to be there for two days before we could start repairs on the hot water heater and the furnace.
They also put sand down there to dry it out and that, in turn, blew out the pilot light in the hot water heater so we didn't have hot water either. It was just one thing after another. We had to find out where the leak was coming from and that turned out to be from a pipe that was under the kitchen sink. It went under the house there to that trap. The plumbers had to fix that first then we had to order new parts for the furnace and they had to come back and put those in to the tune of $825. So it was a little mean inconvenience and a very expensive undertaking. We have Farmers Insurance but we still had $500 deductible.