Your responsiveness to service calls was great! The crew knew exactly what they needed to do, and I felt we were accommodated well especially during the time of emergency. The only two things I think can be improved are 1) more proactive follow-ups with customers, and 2) provide additional services such as fixing up the baseboard and other places that needed to be removed to assess water damage. While the case rep was very responsive to calls and emails, I did have to send follow-up emails to see when the crew would be back to check the status and when they would remove the fans, etc. Also, it is a bit cumbersome having to arrange another company to come in and fix up the wall, baseboards, reinstall insulation, etc. It would be great to have one-stop shop kind of service where you also provide simple repair services such as fixing up the baseboards, etc.
This was during a regional large amount of rain. I did not hear back from other companies, but you did. First think on Monday a team showed up and did some very strong work. They were polite and efficient.
Came back and checked on things 2 days later, made adjustments and let fans and a dehumidifier continue to work.
Fast service. The project manger reviewed my attached pictures immediately and call me back the same day. He was able to get me a team the same day. Very much appreciated. Ms. Rachel Meoli was very professional and responsive. Please give her a raise, a reward, or something. The team (two guys) were very friendly, professional, and answered all my questions. Give them a raise or reward too.
I did notice there were some broken ceiling pieces inside the heating vents (on the wall close to the floor). It was not easy to see as it was on the side. I did not notice that until the team left. I was wondering if I should call and ask if they can come back to clean it, or I should just do it myself. Thanks.
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We appreciated how quick the first group arrived to help mitigate the water/moisture from our home. Within an hour of calling our insurance company SM was there on a Sunday.
I also appreciate that the demo crew covered my personal belongings with heavy plastic and made a plastic room in part of the house to try and keep items clean.
We also thought SM did a good job cleaning up at the end of each day.
And the demo crew was able to save our countertops which should be a big help savings wise during the rebuild.
ServiceMaster gave immediate response to my plumbing/sewage disaster emergency and once here, immediately set about to cleaning up the catastrophe. The men were polite, professional, and adhered to Covid requirements.
The water supply line to our refrigerator ice-maker burst and leaked water all over the hardwood floor and into the basement. After we got a plumber to shut the water valve which was located behind the built-in refrigerator, ServiceMaster came to do remediation. Marvin and his crew measured the moisture in our walls and floors, removed the baseboards and drilled holes into the wall. They then set up equipment in our kitchen and basement. Marvin came by the next day to check on progress, moved some equipment around and then came back 3 days later to do a final check. Their actions saved our wooden floors! Marvin and his crew were truly awesome - professional, courteous and friendly throughout. Highly recommended.
The workers came very promptly. The crew was very courteous and professional. The water damage was extensive due to ice dams. I was so surprised that the buckled hardwood floor were flat again after the crew used vacuum pressure to get the water out! I was very pleased with the work!
Every person (techs/office personnel) that was involved in this unfortunate situation was knowledgeable, informative and polite. They explained the entire process upfront. The on site crews cleaned their work areas after the remediation was complete.
After the clean up, Patty inspected the apartments. She was not completely satisfied. Patty notified me that the crew was going back in to complete the work to her satisfaction. Also the work was done in a very timely manner. Thank you!