SERVPRO of Chesterfield and Tri-Cities Plus - Midlothian, Virginia

Bridgette B.

RUN AWAY AS FAST AS YOU CAN!! They are a joke
We're still living off the grid for 9 months now

UPDATE: They left a "friendly" "clueless" response for us to contact them however that's false. They haven't spoke to us since the beginning of November when they stopped communication so don't let the response deceive you.

I cannot express enough how incredibly frustrating and mentally exhausting our experience with this company has been. We started our kitchen recon 6 months ago, and here we are today with no cabinets, no granite countertops (that they broke then tried to ask our insurance company to cover the costs), and improper flooring that is already lifting in multiple spots. This project has been a nightmare from start to finish, and I wouldn't wish this on anyone.

First off, Aaron Lee and Matt Duffy have been completely unresponsive throughout this process (until I finally went into the office as they weren't taking our calls) . After weeks of waiting for updates, they refused to speak with us at all now. And when we tried to push for a resolution, they sent our remaining balance to a debt collector after we had paid 50% of the costs upfront, with nothing to show for it. They fired our project manager, Benjamin Thomas, who was the only person who genuinely seemed to care about our project. Aaron specifically asked for all of the documents I had gathered so they could review the costs for the correct cabinets , only to fire Benjamin the same day. It’s clear they have no regard for their customers.

The pictures speak for themselves — my kitchen is still not finished. The first photo was taken during the "reconstruction" phase, and the rest of the pictures show the sad state it’s in today. But even more disturbing is Justin Ballas swore it was safe, but when I walked in to my house I found my daughter and two dogs underneath a huge piece of granite (held up by a 2x4). I could’ve lost my family. This was beyond dangerous, and no one seems to care. How is that up to code How is that ok?

To top it all off, the floor installers told Servpro midway through the flooring installation that our subflooring wasn’t adequate enough to support the new floors. Without warning, we received a call from Tyesha, who told us we had to pay extra for the removal of the floors, (that were currently being installed) for new subflooring, new flooring, and for the installation of the new floors – none of which were disclosed to us in advance. So not only are we now out $10K, but we are still without a completed kitchen, still without proper flooring, and still no resolution.

We have tried every possible avenue to communicate with Aaron and Matt, but they have refused to speak with us. This has been an incredibly stressful and costly experience, and we are still left with nothing to show for it. A few weeks ago they sent our remaining balance to a "debt collector" and included their lawyers fees. Yet we have nothing to show. What did they do with the money that we already gave them

Save yourself the headache, the heartache, and the money

Julie H.

We had a water leak in our home and didn’t know where to start. Our hardwood floors were already warped, and we were on the verge of filing an insurance claim. Thankfully, we decided to call a professional first, and I’m so glad we did. After contacting three different companies, Servpro stood out immediately.

They had a technician at our home incredibly fast and provided a detailed quote shortly after. Once we decided to move forward, their crew arrived promptly to begin remediation. Their communication was excellent, they were respectful, and the quality of their work was nothing short of AMAZING.

When they removed their equipment, our hardwood floors looked perfect—no damage whatsoever! By far, this is one of the best companies I’ve ever worked with. Highly recommend!

Jane P. A. (.

Katie is fantastic! She pays attention to detail, goes above and beyond, is very knowledgeable, answers my questions and concerns. When Katie has me view the completed project I am always pleased. I am comfortable having them in my home. They leave the jobsite clean. Katie and Nick came on Wednesday to complete some mitigation and left here with me being a very happy customer

Jill B.

I highly suggest that you DO NOT use this Servpro for your mitigation needs. There are too many other mitigation companies out there. This Servpro put my family in danger, refused to take responsibility, and charged us top dollar for the service. The vinyl flooring under our hardwood floors tested positive for asbestos. The servpro technicians disturbed the vinyl, did not properly seal or cover the vinyl, and put fans on top of the vinyl to dry it. Once disturbed wet vinyl that contains asbestos dries, it then becomes friable. Because there were fans on the vinyl, the friable fibers were blown around our kitchen and home for 3 days. Once I realized the danger, I asked servpro to remove their equipment. When I received the top dollar invoice, I reached out to several of the managers. The franchise division operations manager, Aaron Lee, responded and defended the work his technicians performed, did not pick up the phone and call me, did not ask to see the photo proof, or consider that a mistake may have been made. Aaron defended their service, stated that they followed proper protocol and did not fail to properly mitigate. To date, Aaron will not acknowledge why the disturbed areas of vinyl were not properly sealed or covered. When one of the project managers removed the equipment, 3 days later, he sealed the areas per protocol with blue painters' tape and apologized that it was not properly sealed on day one. Several project managers, in total, expressed that this was not proper protocol and understood why we were upset. I asked servpro to remove their equipment after 3 days of negligence and the division operations manager, Aaron Lee, responded that I did not allow them to complete the job to ensure the safety of my family. He refuses to see that my family was already put at risk due to the job his technicians performed. I obtained a hepa vacuum and spent hours cleaning our home for the safety of my family and a child with severe allergies and asthma.

I want to make sure that no other families are put in danger in a situation such as this. I was fortunate enough to have someone come into my home and bring this matter to my attention. I understand that mistakes are made, but the franchise division operations manager refusing to acknowledge the mistake or even entertain the idea that a mistake may have been made is concerning and why I would not trust this company to do your job.

I was advised to let this go because servpro always wins, but consumers need to understand what they are dealing with when choosing a mitigation company. I wish we had known. Keep looking!

*I have reached out to you directly as stated in the above review.

Lance H.

This was one of the best services I have ever experienced! The team was amazing—exceptional communication and outstanding service from start to finish. They were punctual, professional, and treated my home as if it were their own. I was especially impressed when one of the owners personally called to check on the job, even though it was a small project. That level of care and attention to detail is rare these days. Highly recommend!

Allie C.

Servpro can get your job done and the field crew are amazing but if you ever have to deal with the office after your work has been completed- BE AWARE- you are no longer treated like a customer, you are treated as a low life. Carol in particular is rude and condescending. I will NEVER do business with them again due to this treatment and I will also let the commercial construction team I work with know how they treat the “little” residential people!

Cindy S.

Evan and his team did an amazing job! Can’t say enough good things about them…start to finish. We had a flood in our building and he was there immediately and communicated throughout the entire job. Professional and thorough. Highly recommend Evan and Servpro!

Matt

House flooded over night due to a refrigerator leak, called up Servpro and they came out immediately. Everyone we spoke to was kind and helpful. They explained everything that needed to be done and acted quickly. The whole team was great, I highly recommend them.