SERVPRO of Downtown Dallas - Team ShawWater Damage Restoration in Dallas, TX

This company is awful!! We had two bathrooms flood and soak the carpet in the rooms next to them. We called Servpro team Shaw and they came out. They estimated 6,000$ to clean up the water. We thought this was pretty steep since we had started pumping the water out almost immediately with a shop vac and just needed the water vacuumed out of the carpet and dried. Reed Jones was the name of the guy who did the estimate and he told me (and my contractor who was there since we had recently built the house) the price was based on 7 days of drying and was prorated by how many days required to dry the carpet. He said it should cost much less since we didn’t have a ton of water damage and he thought it would dry in one to two days. He said he would vacuum out the water and set up the dehumidifiers and fans. Then he left. The next day the company called to collect all of the 6,000$. When we told them that was not what we were told, she said that Reed Jones was misinformed and that we owed the total 6000$. Also, we discovered that the carpet was still soaked after 24 hrs of running the fans and dehumidifiers. Turns out he didn’t even vacuum the water out like he said he would. When we asked him why he didn’t, he said that since there was no water standing under the carpet, he was not “Required” to vacuum out the water, so he didn’t. Below are pictures of how much water we vacuumed out of the carpet with a little handheld vacuum we bought after 24 hrs of running the dehumidifiers and fans. We ended up firing them and paid them 2,000$ for almost no benefit. I went to Home Depot and rented 600$ worth of fans and dehumidifiers and dried it ourselves. I highly DO NOT recommend them.

Really terrible. Maybe you get a different Servpro if you go through insurance vs. not, but we had a housefire and opted to use Servpro (a preferred provider through State Farm) for contents and mitigation. Huge mistake. I could go on and on about how bad our experience is but I'll summarize it here: 1. Lost our living room furniture. Yes, lost it. There was no record of it among our contents and it wasn't until I brought it up that they noticed. 2. Had to make half a dozen trips to get all our stuff. I kept coming back to the house and noticing there were items left in closets, bathrooms, and the garage. I eventually just took it and cleaned or disposed of it myself. 3. The encapsulation was poorly done. Multiple contractors came for estimates because I wasn't going to use Servpro for the rebuild and commented that the framing was poorly sprayed and ran the risk of the smoke smell coming back (from inside the walls) once the weather got warmer. Had to ask them to come back more than once. 4. They lost boxes of our stuff and tried to give us back other people's stuff. This happened three or four times. The first time they provided the list of contents to review there were items that were not ours. I marked them and sent them back. Nevertheless, these items showed up when they returned our stuff. I sent them back and asked about specific items of ours we still hadn't gotten back. They said they would check, found some items, tried to give us back those along with more items that weren't ours, then when pressed again found more of our items and tried to give us yet more of someone else's belongings. In the end we still didn't get all of our stuff back, including our deceased dog's tags. Really poor organization. The one star is for the office staff who at gives the impression of a competent company. Unfortunately they could not deliver. Stay away.

So much to say, so little space…we had water damage in August of 2024. When Servpro/Team Shaw was called they came and handled the clean up and mold remediation—no problem. The problems came with the restoration process: —From the beginning it was hard to get responses to questions to our project manager. I copied others and the only ones who would respond were office people who “passed on” the message. None of the managers we talked to were ever around to observe the work of outside crews sent in. —Project delays that took months from start to finish. The completion took a total of 13 months !!! (From mid-August of 2024 to September 18, 2025). —They showed careless treatment of furniture. They broke one of the wooden legs from our sofa. —A vanity mirror disappeared from a bedroom vanity/desk. —We had just had a new kitchen island installed and they didn’t even bother to cover the new (or old) cabinets or the quartzite counter before starting demolition. As a result, it had to be re-painted a couple of times when they used flat paint instead of the satin finish from before. Everything inside all cabinets was covered in construction dust, which they never cleaned. —There were unqualified people working on our stairs. They messed up the stair treads and they eventually had to be re-stripped and re-stained. —They had to redo our fireplace since they tore out the wrong tile that was meant to stay. —They broke a pedestal sink in our powder bathroom. It took 5 months for them to install our new pedestal sink. During install, they did not use the brass tubing I had gotten to complement the new sink, they used some parts (sink stopper) and used plastic parts underneath instead. —They promised a final cleaning which we never got. We moved back in after 2 months with filthy walls covered in black dust. —They promised air conditioning duct cleaning after completion which we also never got. NEVER AGAIN! CALL THEM AT YOUR OWN RISK!⚠️