SERVPRO of Fort Lee

Sunhee Morishita

Renovating a house is always stressful and it became even more stressful when the toilet overflowed in our newly renovated basement due to the damaged drainpipe from the street. In the midst of panic and imagining the worst possible outcome, I received a call from Chris Purguy from Servpro after PSEG contacted him. Thankfully, Chris was extremely patient with me and assured me that him and his team were going to take care of the problem. And they did! They took time to take a look at the damaged area, disinfected the area thoroughly, completed the work in a timely manner, and left the job site very clean and orderly. It was Chris’s knowledge and professionalism that gave me a true relief and I cannot thank Chris and his team enough for their genuine empathy for my situation. I am very satisfied with ServPro of Fort Lee's amazing service and I definitely recommend Chris and his team for anyone looking for water damage repairs.

Donna Konrad

The ServPro Team of Fort Lee was excellent. They were careful and thorough., Their team leader Mr. Andoni went out of his way to take more than one extra step to give me peace of mind. I am very grateful to him and his team.

Natalie B

I had a flood in the apartment and I had to leave my apartment in a hurry so I packed my boxes as fast as I could and left. When I came back to the apartment to check everything, they, The ServePro of Fort Lee and they also call themselves SERVPRO of Western Union County located at 1121 Edgewater Avenue Unit 1, Ridgefield, NJ 07657, were already there. My landlord let them in. I packed boxes before I left and put them in front of my dresser. They were large boxes. I took all the valuables out of the apartment except silver coins worth $700 i kept in my underwear draw (just forgot) and my silver forks and spoons in the kitchen, they stole it. When I came back before I knew they robbed me, they did not cover any of my furniture including my bed before they started the work and I had to stop their work and to do it myself with them, really covering everything myself. As I was covering my bed, they told me they have a lunch break and I had to come back one hour later to continue covering my furniture. They did not cover the rest of my apartment before I left including doors to a number of my closets. They simply told me to come back. There were also items stolen from my closets. It was very harmful, disturbing and terrible. I am still horrified and traumatized. Once they left, I noticed they used my most expensive crystal glasses for drinking God knows what. They glasses were dirty and covered in terrible filthy mess. The crystal glasses they used were on the top shelf of my cabinet, there were plenty of glasses on the bottom shelf, but they seem to help themselves to everything most expensive. They left the glasses they used dirty on my counter for me to clean up. The most disturbing is that they moved my boxes and went through my draws and stole valuables. It was a woman and two men. When I complained to the manager, Jimmy Cosenza, he simply said it is not happen in a long time. He said he would question his employees. That is all. He was rude and condescending. I never heard from him again. The picture I just posted with James Cosenza phone number (the picture I texted to him during the time they did work on my apartment) clearly has his phone number listed, so there is no mistake YOU DID rob me and I AM your customer. Your response to my post is shocking. It is an attempt to cover your criminal act. People should know what you do in our homes before deciding if you should be allowed to enter.

Jason Yang

EDIT: I am revising this review from 2 stars to 4 stars. Shortly after my initial review, one of SERVPRO's managers reached out to me. After several conversations, we discovered that my experience did not meet company policy. I should have received a detailed estimate within the first 24-48 hours, and any updates due to things like discovering more damage than originally assessed should have been discussed with me before more work was performed. Also, after discussing with the crew that performed the work, the manager agreed that I may have been overcharged for some services. In the end, SERVPRO issued me a partial refund to cover the overcharged portions, plus an additional small amount for our troubles. I still think that if things had gone according to policy, that we would have asked for a smaller service, resulting in a smaller bill, but I very much appreciate SERVPRO's customer service. ORIGINAL REVIEW: I'm frankly surprised that SERVPRO asked me to review their business. If it wasn't for the high level of professionalism by my handler Jimmy and his team, this would be a 1 star review. The reason for this negative review is for what to me felt like predatory and opaque billing practices. I had an emergency sewer line backup overflow in my basement on a Sunday afternoon, and Jimmy, a SERVPRO rep, arrived in the evening to evaluate the situation and help my wife and I clean and decontaminate the flooded areas. His crew arrived at around 10 pm on Sun night, and set up fans and dehumidifiers to remove moisture. I had called my home insurance company to file a claim, but since it was after hours, they could not tell me if this damage was covered under my policy. So Jimmy had set out a strategy assuming my homeowners insurance would cover everything. He did not provide a quote for service and did not go over details on how pricing would work. He said at that time that the job would probably be at around $3,500, but he wouldn't know until the next couple of days after running the numbers. I learned the next day that my insurance policy does not cover sewer line backups, and that this kind of water damage is typically excluded from most home insurance policies. I called Jimmy and he said he would come back to make adjustments to the treatment strategy, and that he thought the total cost would come out to somewhere around $6,000. Two days later (Wed morning at around 9/10 am, so literally ~60 hrs), Jimmy and his team came back to remove all of the equipment, and we were presented with a bill of ~$8,000. Jimmy told me that he did the best he could for us, but that the franchise manager was firm and that there's nothing more he could do to help us. Looking at our itemized receipt, SERVPRO charges per 24 hr period (so we were billed for 3 days of dehumidifying when some machines were only running for 2.5 days). If we had known this, we would have asked that they remove the excess machines after 2 days, since all of the cleanup and sanitation work took place in the first 24 hrs. Second, SERVPRO charges cleaning services by the square footage of the rooms involved, and not specifically only the actual square footage that was cleaned. We were probably overcharged by ~20%. Third, ~$1,000 of our bill was for applying "antimicrobial agent to more than the floor" with a square footage that was sometimes twice the size of the room. This line item is separate from "Clean the floor" and "Clean stud wall", etc. Again, if there was an opportunity for us to give input, we probably would have asked for a smaller service. Overall, we were very happy with Jimmy's professionalism, and the work by his team, but are very unhappy that he was unable to provide any numbers on pricing, or any formal quote before, or during the work. We trusted that he was going to do his best to help us limit the financial burden, but the total cost came out higher than he informally estimated. We felt blindsided by the cost, since there was such little communication and we did not have opportunities to direct the work performed.