SERVPRO of Chesterfield

Do not use Servpro in the Richmond, VA area. Bare with me on the long post, but its worth reading and learning what we went through which could change your decision on who you chose for home damage/repair work.

Note, I never post reviews on yelp or social media but this is beyond acceptable service and if we can help one family from making this mistake its worth the time to share our story.

1. The Background:

We had a dishwasher water leak that caused floor and cabinet damage in our kitchen. I'll start on a positive note that the team who did the drying out service and ensuring all mold was removed was good. However, they offer services to repair all the damages which I would recommend anyone to stay away from and find another contractor.

Our issue started in June of 2024 and its nearly November of 2024 (so 5 months) and we are still waiting for our kitchen repairs to be completed. Contractors can build an entire house in 5 months, but apparently ServPro can't repair a kitchen in that time.

2. The floor:

ServPro installed flooring that we picked out. We were made aware of mid-way through the install that the flooring we chose needs a different subfloor.

They said they could rip it up and we buy something else or we could pay to change all the sub-flooring at our own cost. We couldn't return used wood flooring and not afford all new sub-flooring, so we had to move forward with what we had at the time. We now have new flooring that is already showing "soft spots" and separating and will need to be replaced. This should have been shared and discussed BEFORE the floor was installed.

They put all the blame on us for choosing this flooring and will do nothing about it.

3. Kitchen floor removal and non-damaged cabinets:

When the old floor was removed they used a heavy duty tool to pull it up. When they did this in the kitchen they caused our non-damaged cabinets to be removed from the wall as the old flooring butted up to the cabinets. They denied they caused this damage for weeks until they finally admitted it was most likely caused from removal and they would repair.

Honestly, what else would cause these to come off the wall beyond what they did during removal? Seems pretty straight forward what the cause was but they denied for weeks.

4. Water damaged cabinets:

They sent out a team to remove/repair the cabinets first. This repair was shown in the work order to be $2000 for repair of 3 standard cabinets, which seems really high to me as you could just buy new for cheaper.

They came out three times and attempted to install subpar repairs and it was determined by our granite contractor that they would not install the granite due to the poor quality and levelness of the cabinets. After months of going back and forth ServPro agreed to buy new cabinets as their team could not get it right.

5. New cabinets:

Once it was determined that they would just replace instead of repair the team came out to measure, and working with us, to pick out replacements. It was showing that the cabinets would take about 1 week to arrive from Home Depot.

1 week goes by, no update from ServPro, 2 weeks go by but no update from ServPro, 3 weeks go by and we eventually called them to find out what is going on. We were told they would get back to us with an update. Another week pasts with no updates. So we called Home Depot ourselves to find out what was taking so long and discovered ServPro NEVER ORDERED THE CABINETS!

We called our GC and he said he forgot to order them. We are now a month and a half of waiting for cabinets and still nothing.

6. Granite:

We were made aware that its possible that the granite could be damaged beyond repair once removed and that was the case. This we believe is partly due to how they "braced" the granite once the cabinets were removed with a make shift 2x4 to hold up hundreds of pounds of granite while waiting for new cabinets.

I will note that we have a young child and pets where this temporary brace could easily have been knocked out of place and caused serious harm. Even our GC was shocked at the temp brace solution and took pictures to send to his team.

7. Pricing and billing:

We paid nearly $7k upfront to get the work started in June of 2024. In October of 2024 we get a bill in the mail that we need to pay the remainder $6k+ to them by end of the month.

We obviously are not paying anything until all work is completed correctly.

8. Summary:

We are now in month 5 of not having running water or full access to our kitchen and floors that are already falling apart. We literally have to run a water hose from outside into our temp sink to do dishes.

It has been nothing but dismiss, lack of empathy, false promises, unexplainable poor project management, and overall the worst customer service I have ever seen from a company in my entire life. Do not use this company for water damage repair in Richmond, VA.