Review Time
DO NOT USE SERVPRO!!! I booked a 10am appointment, the contractor (Isaac) called at 8:30am morning of to let me know they had to inspect the air duct system first and wouldn't be able to do so until the next day. When I let him know I'd taken the day off from work already and could not do next day and thus would have to cancel he said he would be there at 10am as scheduled and would complete both his inspection and cleaning same day. 15 minutes before our scheduled appointment he called back to let me know he would not make it because he received an emergency service call in Santa Fe. COMPLETELY UNPROFESSIONAL! Needless to say, I cancelled and made a next day appointment with TLC. DO NOT USE SERVPRO!!!
The job is to replace 2 furnaces and 2 outside AC units. I have been without heat since Dec 14, 2025. It is now Jan 29, 2026. This experience has been exhausting. They have sent a minimum of 4 technicians out to take pics and then they leave without giving any feedback. Their customer services is "you call them. They do not call you!" You will receive ZERO communication unless you call them and that will lead them to say "we'll call you tomorrow" and tomorrow never happens. This is the most unprofessional customer service that I have experienced.
This service does not provide upfront pricing, raising major concerns. Even with insurance involvement, they require prior approval for all charges. Instead, they bill after work completion, which may not be fully covered by insurance, putting you at a disadvantage. Proceed with caution if considering this service.
If you're looking to learn tough lessons about home repairs, consider hiring this service. After a significant sewer flood in May 2025, I was referred to them for mitigation work. I verbally agreed to a contract in June 2025, expecting quick repairs. Mitigation began, and we were assured that repairs would follow soon after demolition. With 75% of our home affected, my family had to stay in a motel for almost a month, believing the work would progress swiftly. However, after nearly a month and spending over six thousand dollars, no work had been done, prompting us to return home. From July until the end of August, we lived in a house with only framed walls and unsafe electrical issues. Despite notifying the service multiple times, no action was taken. We were told to “be patient” while other projects took precedence. In September, I handed over a significant portion of my insurance payout as an advance payment, but communication dwindled afterward. I had to contact my insurance for updates, and in mid-October, the service moved my belongings without my consent, misplacing items worth over $3,000. By the end of October, my home remained unfinished, and I was pressured into signing waivers to retrieve my advance payment. This entire ordeal has been nothing short of a nightmare, leaving my family in unsafe living conditions with missing items and no real progress on our home.
I seldom leave negative reviews, but my experience with this service was troubling enough to warn other homeowners. I hired them for dust sealing and containment while plumbing work was ongoing. The upstairs containment failed, and their removal of plastic damaged my ceiling. Their internal notes confirm both the containment issue and the ceiling damage. Instead of addressing the problem, communication was chaotic. They later claimed I hadn’t responded, despite my replies in the email thread. On December 2, I received my first invoice, only to be threatened with a lien on my house within hours if I didn’t pay immediately. This was despite the invoice stating 15-day terms and ignoring the damage and my attempts to resolve the issue. Threatening a homeowner so soon after sending a bill is inappropriate and felt like bullying rather than customer service. Ultimately, I paid just to protect my home, not because I was satisfied with their work.
This service was a significant letdown. I had heard positive things, but they did not meet expectations. Management failed to handle the disposal of my window blinds and carpets, leading to insurance issues. Additionally, they neglected to include necessary subfloor work, causing delays in my home repairs.
Recommended by insurance for water damage repair, this service took one week to dry a small bathroom but five months for flooring and wall repair. While the repairs were ultimately done well, they provided an incomplete bill, seemingly using deceptive accounting to charge double the original estimate from insurance plus my deposit. I still lack an accurate bill and consider them dishonest for extorting money without proper disclosure.
I would give zero stars if possible. This franchise location employs scam tactics, particularly targeting vulnerable individuals. They inspected my home and claimed extensive mold issues, demanding $425 for the inspection and providing an inflated quote for removal. However, multiple professionals confirmed there was no mold or damage. Their tactics spread fear unnecessarily, and I plan to warn others about their unethical practices.
This service apparently has an exclusive agreement with my insurance for mitigation and repairs. While their mitigation work was satisfactory, they collected my deductible as well as funds from my insurance. Their estimate for repair included questionable fees, and communication was inconsistent. Three months later, they still haven't refunded the overpayments, and I am left with an incomplete repair. Their business practices seem unethical, and customer service is severely lacking.
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