SERVPRO of Williamson County
Columbia, Franklin, TN

SERVPRO of Williamson County Reviews

4.2 stars based on 38 reviews

Featured Comments:

• M

  Mathew Hendricks

  5.0

  Rick and Jose were amazing to work with. Rick kept us very informed of every step he was taking to prevent mold and was patient with getting approval from management. Both Rick and Jose were very respectful of the staff in the suite we were working in and understand there was patients around and they put the patient first like we like. 2 great guys to work with.

  ---

  Response from the owner

  Thank you very much for your 5 star review, Matthew! It is truly our pleasure to be of service.

• A

  Adam Gregg

  1.0

  My downstairs flooded in March 2021. Servpro came out and did the mitigation. I chose them because they are popular. However they did not remove all the drywall or flooring that had been wet. all touched by "category 3 water" They stated whoever is doing the renovation can remove the rest of the removal ( drywall, flooring , door casing ) they did not clean well at all. This is unacceptable...The slogan is a lie. My deep freeze was also unplugged without care, to run a fan, I did not realize until 5 days later.... I will never use servpro or recommend servpro again. Update: 8/11/21 1. Techs unplugged a deepfreezer ruining my meat - compensated for yet still very unprofessional. 2. You tried to overcharge me due to lack of techs to check and grab the fans( wich was communicated to me by pm. and outside of what fema covers 3.. Tried to overcharge me for work not performed - trim removal. 4. My shower was destroyed (which did not need to be done), but it's easy to find so no big deal and outside of what fema is covered.

  ---

  Response from the owner

  Adam, We are saddened that you seem to have had a poor experience with our SERVPRO franchise as we really do strive to service our customers during a trying circumstance and would love the opportunity to speak with you and get some more information. If you would call our office at (615) 790-9634, we would be happy to assist you in any way we can! We hope to hear from you soon!

• D

  Dave Lane

  1.0

  I never got beyond a quote with SERVPRO. I paid upfront for them to come to my house and provide an estimate. They sent someone out the next day, but there was zero followup after that. After several days, I began calling SERVPRO daily requesting an update. The first few times I called, the person answering the phone would write down my number and tell me the project manager would call me back shortly. They never did. After a week of this, I began asking each person who answered the phone to please help, as we had a serious mold problem in our home and I have small children. Even with this explanation, it still took three more days of trying before I was ever connected with a project manager. When they finally did connect me, I was surprised to learn that the person answering the phone and the project manager were working from the same office. They never previously bothered asking the project manager to come to the phone despite the serious problem in my house and my numerous attempts to get an update. The project manager was apologetic and told me to expect a quote via email by the end of the following day. It did not come. The day after that, I called again and was once again connected with someone who should have been able to help. They informed me that the person responsible for estimates had been out sick for a while, so they were behind on delivering quotes. Knowing this upfront—if this was truly the case—would have at least helped me understand what to expect in terms of timelines. The representative said my quote was complete and would be sent to me by the end of the day. It was not delivered. Two days later, I finally receive the first call initiated by SERVPRO. They once again apologized and informed me that they were sending a quote via email at that moment. I did receive the quote. However, the quote only included mold removal and made no mention of restoration. I explicitly requested both services on my initial call to SERVPRO. I again discussed restoration with the representative who came to inspect my home. I called SERVPRO back nine minutes after I received this incomplete quote, asking them to confirm that it was indeed incomplete. They confirmed, and asked if I was interested in restoration services as well. I confirmed once again that I am interested in restoration. I was told that they can provide an initial ballpark, but not an exact quote until they did demolition. I said this was fine, and that I'd still like to know roughly what to expect. A day or two later, I received a call from the restoration services department—an entirely separate group from mitigation, apparently—who told me the same thing the previous representative did, and said that they would get to work on an initial quote but that it would be subject to change. That interaction occurred about one week ago. In the meantime, I have heard no further updates from SERVPRO. There has been zero communication. I have not received a restoration quote. In that time, I have found another service provider who understood the gravity of the situation for my family, and they have completed their work. Additionally, SERVPRO initially indicated that they would help navigate insurance claims and work with our insurance company. The representative who inspected my home said that they do not actually do that, but instead will provide a quote which I can then pass along to my insurance provider. This is not how their website or their other representatives characterized the insurance interaction. I won't attempt to work with SERVPRO again. They took my money for an estimate—a fee that no other company I've worked with has required—failed to give an estimate in a timely manner, eventually provided an incomplete and high estimate, and then failed to follow up any further despite my requests to do so. This has been an abysmal customer service experience. SERVPRO has demonstrated a textbook example of how to not treat people. I would request a refund but I am certain that trying to do so would take more time and energy than the money is worth.

  ---

  Response from the owner

  Hi Dave, We are truly sorry that you had this negative experience. Over the 20+ years that our SERVPRO team has been in business, we have been committed to excellence in serving our clients from start to finish. We appreciate you taking the time to detail the particular issues you faced. As a dedicated learning organization, this helps us review and improve our internal processes to ensure our future clients never go through a similar issue. We understand and respect your decision to work with another service provider, and we are happy that you were able to complete your project successfully. Because we care deeply about our client’s health and safety, several team members had to be out due to Covid during your project. This caused the unfortunate communication drop-off which led to the issues you faced. We have since thoroughly evaluated our processes to ensure this never happens again for future clients. Our customer service department has reached out to you personally about your project, and they will work diligently to resolve your account and ensure you are satisfied with the end result.

More reviews (2)