SERVPRO of Auburn/Rocklin

Jennifer Pattison

In the midst of multiple disasters, including a bad water leak with much damage, Servpro served us very well. Ian and his crew were professional, thorough, courteous and prompt. They did excellent clean-up and removal of a gigantic mess. Sadly, due to multiple factors, including communication issues, we weren't able to use them for the restoration process. I'm very grateful for Ian and his crew. They came to rescue.

Bruce M

Hello John, Thanks for the timely response. I clearly understand the overall process as stated in my original post as follows; " It is necessary, at this point, to explain the service model for Servpro Auburn/ Rocklin. When the Servpro team arrived at the initial appointment they explained that there two separate divisions within the franchise. The first being Mitigation (Demolition and Remediation) which they represented and second Reconstruction (repair to include labor and materials). I also understood that minimums would apply from both mitigation and reconstruction. I only received the final $5000.00 minimum reconstruction estimate after requesting such when you declined to do any work with the initial estimate of $1243.11 Again, "best business practice would provide process detail and disclosure of "Cost of Doing Business Minimums" for both mitigation and reconstruction upon initial contact". It would be appreciated if you could respond specifically to why you do not disclose cost of doing business minimums for both mitigation and reconstruction upon initial contact with the customer. I look forward to your response. I had a toilet leak in a small enclosed water closet located in the master bath of my single story home. The baseboard molding and drywall were affected by the water intrusion from base of the tile floor to appx 6 inches up the wall around the perimeter of the water closet. Prior to contacting Servpro my plumber had repaired the toilet leak. I called Servpro and requested an estimate for water extraction and repair. It is necessary, at this point, to explain the service model for Servpro Auburn/ Rocklin. When the Servpro team arrived at the initial appointment they explained that there two separate divisions within the franchise. The first being Mitigation (Demolition and Remediation) which they represented and second Reconstruction (repair to include labor and materials). Upon completion of the Mitigation teams evaluation I received an estimate by email from the Servpro production manager. The estimate included removal of baseboard, drywall and water extraction. The scope of work was estimated at a $650 minimum and did not include reconstruction/repair. I approved the $650 minimum and the mitigation team completed the estimated work on second and third visits. I then contacted the reconstruction division and requested an estimate for repair. I met with the reconstruction estimator as scheduled. Following the evaluation, I received an estimate by email from the estimator for discussed repairs in the amount of $1243.11. The estimator noted in the email that the amount of $1243.11 did not meet their job minimum and declined to do the work. I then responded to the estimator’s email, with a blind copy to franchise owner John Wardlaw requesting a revised estimate for a job cost minimum. I then received the final emailed reconstruction job minimum estimate of $5000.00. Over 4 times that of the initial estimate. The final estimate is not affordable. It was my intention to use Servpro from mitigation thru reconstruction. I will now have to locate a construction source that can complete the repair work at a reasonable price. Best business practice would provide process detail and disclosure of cost minimums for both mitigation and reconstruction upon initial contact. It is my opinion, that this franchise intentionally omits disclosure of a construction job cost minimum when smaller jobs are involved. It appears that they are only interested in the mitigation business. It is also my opinion that this franchise conducts business in a predatory manner and promotes a company culture that has total disregard for customer satisfaction.

Tran Long Son

I had my bathroom leaking, Servepro team came and detected it, after all they found the leaking reason, our insurance company worked with Servepro team and paid for every include my deductible. And they said once they receive the payment they will help me out on scheduling for a reparation. Finally, It's been almost 2 months already and the team never give me the exact date they will come to fix it. Can't trust this business no more. And the one who was in charged of this received our calls and never wants to call us back. Really really unprofessional. I wish I didn't choose Servepro and go with my own contractor. They just ripped them all off and left it like that, and we don't know when can we use our bathroom again. TRUELY A LIAR.

Sunda Barker

Great company with great people. Best service highly recommened these guys