SERVPRO of Northwest Spokane

Gina Emory

I wish I could give negative stars because this company doesn't even deserve one star. On Friday, January 21 we had a fire. I was given Jess Hackett's name by my insurance agent. He drove up the day after our fire & explained the service Serv Pro provides. We voiced concerns about hiring a company based in Spokane (we live in Sandpoint, ID) because we would be paying for the crew to drive up and back. But all the other assurances he gave us - and my husband specifically said, "tell me why I should use you instead of someone local" - convinced us to use them. He told us he would be available to us 24/7 & that if we had any concerns at all, we could call him. He was a very nice person & we truly believed we were making the right decision. We had only the clothes we were wearing the night of the fire, so we asked about expedited cleaning of some shoes & coats but we were concerned about giving him too much that might not be able to be cleaned. He said that anything that we did not accept after cleaning was attempted we did not have to pay for. He reiterated this several times, so we went ahead and gave him two jackets & some shoes as well as a fine art print we were concerned about. While we were talking the crew came to secure the premises. They were terrific! Efficient, professional, very kind, & considerate. Jess left with the items to be cleaned & the assurance that the contents crew would be there on Monday. On Monday, the contents crew arrived and explained the process to us - they photograph & document everything that they deem non-salvageable, create a non-salvage list, provide that list to us prior to disposal, & once we have approved the list, they dispose of it. Anything they deem salvageable they set aside so that we can decide whether or not we want them to attempt restoration. We asked again about what happens if they try to salvage something & it doesn't come clean or is not restorable. They reiterated that we did not have to pay for the cleaning of those items. We went through the house & identified mementos, heirlooms, etc. that we wanted to be salvaged. I identified which clothes in my dresser & closets I wanted to be cleaned. During this time I mentioned that I had 23 Bloomsday t-shirts that I wanted back no matter what. I wanted them to attempt to clean them, but even if they were soot-stained, I wanted them back. They made note of that. I reiterated that request to their supervisor, Jessica, via text & in person. They said they would make sure I got them back.The two "experts" who would be determining what was salvageable or not, what was valuable or not, had worked for the company for six months and two months. They worked for a total of 3.5 hours each day after breaks & lunch. I asked about a sterling silver bell, sterling silver baby rattle, & two sterling silver brushes that had been sitting on my headboard along with my son's senior photos. They told me they had thrown the brushes away. I was horrified. The lead girl asked if they were valuable. I explained that they were antiques that had belonged to my great grandmother. Their explanation was that "they had bristles" so they tossed them. When we got our clothing back, over 50% of it was unacceptable, stained, & destroyed by their washing methods. They WASHED my husband's $700 suit & returned it with a thread dangling where a button used to be. When we got the non-salvage list we discovered several items that were meaningful to us had been tossed. When we got the bill, we redlined everything we did not accept & asked to have the bill adjusted. No reply. We called Jess. No reply. We texted, emailed, called. No reply except to threaten to send us to collection for the balance despite the fact that they told us multiple times we did not have to pay for unaccepted textiles. And the kicker? They LOST my Bloomsday t-shirts. They had put them in a separate box & then LOST them!!! They have not bothered to respond to my emails & texts asking for compensation & a reduction in our bill. Jess has never returned calls/texts/emails. DO NOT HIRE THEM!!

Kim Loveall

Serve Pro of Northwest Spokane was extremely helpful when my eldetly father in laws home flooded. The damage was overwhelming. The crews worked during hot summer and cold freezing snowy winter and during covid restrictions to repair my father in laws home John Slater was very professional in his communications with family and thoughtful to my father in laws needs in the repair of the home. Johns crew members Lanston, Ryan, Joseph, Kawehi (Servpro) Zack (Subcontractor) were all involved in the restoration as well as Jessica and Racheal with mitigation and packing, removal and storage of belongings and furniture. It had been a huge undertaking... not a small repair and we appreciate the job they have done to get through this process.

Rachael Hoglin

My sister's home had a leak from the hot water tank and we called Servpro for help. The crew took care of the loss and Project Manager Ken was amazing. Thank you.

Jennifer

Zero Stars!! I work in the insurance industry and will never recommend this ServPro location. I have a water loss in my home at the end of May, it took out 3 bathrooms. Mitch - project manager sets up a bunch of equipment, returns the next day and checks to get readings. 1 week later they show up again to do readings only because we kept calling them. The equipment was finally removed after two weeks of calling and waiting for the tear out to be completed. I was going to use the construction division and they are 2 months out, so the referred me to BW Construction who informed me that they would commit insurance fraud to get more money. Now after 2 weeks of waiting to get the invoice, I am still waiting. My adjuster was told another week before they might see it. Unfortunately, I can not move forward on the repairs because the insurance company needs the invoice. What horrible service, and experience. DO NOT USE!!!