SERVPRO of NE Salt Lake City/Park CityFire Damage Restoration in South Salt Lake, UT

This was our first flood experience, and while I will say that some of the employees who came out were kind and tried to be helpful, the overall SERVPRO experience was extremely frustrating, unorganized, and much more expensive than I expected. The mitigation bill came out ~$16k. I understand some people may say, “insurance is paying for it,” but as the homeowner, I am the one paying premiums, and those costs still matter. Had I known upfront that mitigation would cost that much, I would have approached the situation very differently and asked a lot more questions before work started. There were several issues during mitigation. Personal belongings were moved into the garage, expected, and while the floor was covered, the belongings themselves were not covered/ protected. Holes made in the walls during baseboard removal were larger — not just small 1- or 2-inch openings. Some items that should have been saved, like cabinet hardware, were thrown away even after I mentioned it more than once. Countertops were leaned against a wall, and later my 2-year-old knocked them over and they broke. There were also unfinished items that seemed like they were going to be handled by the reconstruction department, but that became another issue entirely. The biggest problem was the lack of organization. I was never really sure who was in charge. I had to repeat the same information to multiple people, and even then things were missed. The employees themselves were respectful and talked us through parts of the process, but the system felt disorganized. The reconstruction side was also disappointing. SERVPRO was recommended through insurance, so I expected the process to be smoother. Instead, they initially required a 60% down payment, which I believe upper management should seriously reconsider. Homeowners are already dealing with a stressful loss, and SERVPRO knows better than most homeowners how long insurance payments can take. Requiring that much upfront from someone who was referred through insurance felt unreasonable. We were also given the impression that the work could be completed in about two weeks, which is one of the reasons we stayed with SERVPRO for almost three weeks. During that time, no reconstruction progress was made. Eventually, we decided to move on. Overall, I would not recommend SERVPRO based on my experience. The employees were nice, but the process, communication, cost transparency, organization, and reconstruction expectations were disappointing.

Justin at Servpro was excellent. We had a flood in our basement, and he immediately helped us feel like the situation was under control. He was friendly, professional, and great at explaining everything clearly so we knew what was happening and what to expect. I could tell right away that we could trust him in our home and that he would take great care of the water removal process. He worked quickly and helped minimize the damage, which made a stressful situation much easier to handle. Really grateful for Justin and would highly recommend him and Servpro.

Justin and his team were awesome! Super responsive and supportive. If you ever need mitigation (and I hope you don’t), call ServPro, Justin and his team will take good care of you!