SERVPRO of Bartlett/Cordova — Local services in Bartlett

I was originally impressed with the pack out and move back process. However, now that the service has been completed and I've been billed, my opinion has changed drastically.

I worked with this company through my insurance provider after a neighboring apartment caught fire and damaged some of my things. the quote that was sent to my insurance for cleaning of my items from smoke damage came in at around $10,500. After everything was said and done, the bill for just the pack out and cleaning process was $15,100!? How you have that much of a discrepancy is beyond me but my insurance was paying for it so I wasn't too concerned.

Fast forward to the move back process. everything was moved in in a timely manner and they even assembled a couple things at my request. As I was unpacking my things over the next week or so, I found quite a few damaged items that were not included on the non salvage report that was sent to my insurance. When I asked about that, the response given was "we forgot to put them on there." it took 2 weeks of me hounding them to get the updated list. Not to mention, they also charged me a cleaning fee for each non salvageable item which they kept...

I also noticed that while unpacking, they massively over wrapped items. For instance, a pack of AAA batteries was wrapped individually in 6 layers of paper and tape. Huge waste of packing materials (that my insurance has to pay for which also cuts into my funds for replacing my non salvageable things.) for such an insignificant item and there were countless items done this way.

After all this, I requested to see the final bill for the move back and storage before they sent it to my insurance. To my horror, insurance found numerous line items on that bill for services not performed, materials not used etc. When I asked about this, their response was, " we don't normally send bills to the customer directly, we usually just deal with insurance."

The problem with this is that as long as the bill amount is within your policy limit, the insurance is gonna pay it. Im sure they don't go over these bills with a fine tooth comb like I did.

When I got the corrected bill, they fixed the issues I brought up but now there's a mysterious $500 charge that wasn't there before that they also "forgot" to add.

Seems to me like they are really ripping off insurance companies by inflating bills and adding things that weren't actually done thinking that no one will catch it.

The only good part about this experience was the efficiency of the workers that did the pack out and move back.

I do not recommend using these people, but if you do... make sure to pay close attention to the bill vs services rendered so you don't get taken advantage...

Chandler, David, and their team did a great job cutting out sheetrock and the ceiling after flooding in our home. They answered all my questions and were very courteous. I recommend this company.

**Edit: I had to drop my overall experience from 5 stars to 2 stars and that's honestly only because my initial experience with the SERVPRO team that removed all the damaged items and dried out the floors and walls was great.

I had a TERRIBLE and frustrating experience with the reconstruction department of SERVPRO because of the supervisor Mr. Keen. He did not keep me well informed on who would be at my home to do reconstruction work, at what time, and how long they would be there. His best guesses we're usually inaccurate. Changes in plans were frequent. Mr. Keen said he would gladly have a team come in a clean up all debris and mess after the job was complete - but when it came time for this to actually happen, I had to push the matter hard for him to actually send a cleaner. I made a deposit for the work, and planned to pay the remaining balance in full upon completion of work - however, Mr. Keen continually harassed me about wanting to pick up the rest of money owed before the job was complete. He made it seem as though I wasn't trustworthy to pay the remaining balance - which I did upon the completion of work. Overall it was my displeasure to work with Mr. Keep. He was rude, unprofessional, and a very poor communicator. I would discourage anyone from using SERVPRO for reconstruction work - which is 100% subcontracted by SERVPRO as they do not have their own employees for reconstruction.

The cleanup/damage removal side of their business was fantastic. Definitely recommend that department of SERVPRO, but only...

This has been the most horrible experience of my life!!!! I had a hot water valve leak in my foundation and my insurance company called ServPro. They performed a pack out of my downstairs after the valve in the foundation was repaired. They never asked me where I wanted my things or what I wanted to keep. Even after I advised Oriona the project manager to not put me, my 2 sons and my baby girl’s clothes on the truck - she ignored me and did it anyway. I was never informed where my furniture and storage would be located at. I had to call the Corporate Office to inform them of my situation and to find out where my belongings were. I advised them to bring back my clothes and my furniture. They told me they were given instructions by their manager to put my belongings in the garage. I never got back my dad’s wooden chest he purchased when he lived overseas. Oh and then they were about to put my glass china cabinet in the garage without any protection. I had to call their manager to dispute this. Worst experience ever!!! Never trust SevPro at all!!! They damaged my crown molding on my floors and after they removed my floors told me I would have to contact them and make an appointment to get my floors replaced!!! WTH!!! They removed the floors but I have to make an appointment to get my floors replaced? What kind of sense does that make? If I could give them 0 stars I would. They also took one of my 5 gallon gas cans and my jumper battery cables. Just a horrible experience all the...