House Cleaning Services by SERVPRO of North Knoxville in Heiskell, Tennessee

This company went above and beyond what I consider excellent customer service. They came to our house while the fire department hadn't even put out the fire to ensure my wife and five kids were alright and that if needed they could begin work to minimize damage and our time being stuck in a hotel. They even included a service that my insurance refused to cover because Servpro knew we needed it. They also worked out all the scheduling with our general contractor to make sure everything was done quickly. I really could go on and on because there is a lot more that they didn't have to do but did. Thank you again for everything. Go Red Sox!

They showed up quickly after my initial call and placed fans/dehumidifiers and ripped out the flooring and baseboards. They assured me they would handle everything with my insurance company and make it as easy of a process for us as possible. That's where the good service stopped. They did nothing with my insurance company as far as I am aware aside from sending the one invoice that I had to call daily and beg for so that I could close out my claim and get my check mailed. They sent out a contractor to quote the repair work and the quote I received from him was laughable...didn't include half the work that was needed in some areas, included work no one asked for in others. I left repeated messages/emails with contractor to get a corrected quote for insurance but he never responded. I expressed to my contact at Servpro I was unhappy with the contractor but they don't care. We are left to find contractors on our own or do the work ourselves. I paid them 500 on the day I called them half of my deductible. They then turned around and charged me another 500 and when I called to question it they said they just didn't know someone had already run my card. I was told it would be refunded. Another week went by and I called to check on my refund and I was asked if I just wanted to leave it that way since that would meet my full deductible. I had already paid well above my deductible at that point to flooring vendors to get my flooring materials ordered and shipped. They are extremely difficult to communicate with. The only time I got prompt answers was the day I called and they showed up to place fans and rip everything out. After that I got nothing but voicemails and promises from the office staff that someone would call me back same day never happened. If I had not called and pestered daily nothing would be done. Our flood incident was on July 23rd and a month later I still have nothing fixed or replaced. If you want someone to come rip out the finishings of your home and then ghost you, these are the folks for you. I will say however, other Servpro franchises have done wonderful work for me in the past. Just avoid the North Knox location. The actual laborers were very polite and worked quickly and efficiently. Office staff, account/project managers and upper management are all pretty rude and lazy when it comes to following through on anything. The two stars I gave are for the laborers.

Talk about team work!! ServPro took care of our recent flooding and was able to get our business back up and running the next day. They provided detail documentation on the work performed and even put them in an "insurance format" which was ready to be submitted to our insurance agency. You guys are on my speed dial. Lets hope I never have to use you again, but if I do... I know we will be well taken care of. Thank you!!