SERVPRO of La Jolla — Local services in San Diego

I had water damage in a townhome and the insurance company sent out Servpro of lajolla. They came out quickly and the technician's name was Darryl. Darryl was a nice guy. He was thorough and careful working in the property. They set up all of the machines to dry out, and then came back and demo'd the damaged things that needed to be removed. So far so good.

Now it's time to fix the damage.

Since we were using Servpro for restoration as well, they sent out an estimator and he happened to come to the property with a manager named Joe. That's where the trouble starts.

Joe thinks he is a big shot. So the first thing he did when he came to the property was to drive directly into the garage and park his car. Who parks in someone else's garage anyway? But when Joe drove into the garage he drove over a broom and broke it. These are the steps Joe took when that happened: 1 - Get out of the car 2 - Go pick up the broken broom 3 - Take the broken broom handle off and go hide the broom

Then he talks with his estimator and drives away.

I found the broken broom as soon as I got to the property

I met with the estimator. I mentioned the broken broom. The estimator was lost for words. The estimator was a nice guy. We were on the same page as far as the repairs went. He measured, took notes and plenty of pictures.

The next day I called to see if the estimate was together yet. Joe is the one who took the call. I asked him about the broom. He said he did drive over it and had no excuse for it. No defense. I said I thought it was a bad way to start off. He says that maybe he was not the right fit for the job. I said what? Over a broom? Anyway Joe starts to review the estimate with me. He skips many details that the estimator and I discussed the day before. I asked Joe about those missing details. Joe said that he would come out to review again the following day. He did. He was reviewing the estimate that he already did the day before. But he was taking pictures of the things he missed writing into the estimate. I asked if he had seen the pictures that were already taken by the first estimator? Joe says no he never saw them. I asked Joe if he thought I was being difficult, and Joe said he thought I was being PRICKISH. I asked if he was the owner, I thought he must be with that type of attitude. He said no, he was the general manager and he has the liberty to decide what jobs he will take and what jobs he doesn't. I went on to say that I don't like quitters. I don't understand quitting a job with a little trouble. The rest of the job was great. I hate to say it but I thought if the job with Joe was going to go this way now it would always be like that. So I took the liberty to tell Joe he was not getting the job, and for him to leave. That was my last communication with them, however before I left feedback I called and left the owner Roger my number for a return call on two occasions. I wanted to let him know what happened. Apparently he doesn't want to call me back so I'll just leave feedback. We could have handled this another way I guess. Anyway as far as demo and drying out the place Darryl was awesome. But if they send you Joe just call...

Beware of how this company bills their customers. The insurance company sent them out for a water leak(at the time we thought we had a leak under the tile) at my property in the kitchen area. A very small area between the sink(island) and stove area. It was a Saturday, so it is considered an emergency call. My complaint is not about the service provided, but about the bill. The crew that came out was courteous. They wiped the floor where the wet spot was and proceeded to set up a dehumidifier machine, and then took some pictures. I never got an estimate for what would be billed nor was I told that they would bill me for TRAVEL TIME as well as time to input all the info into their computer system. I'm sorry....but if a company is going to bill you by the hour, shouldn't the customer be aware of this? The second day when a different crew came by to check, there was no water coming up from the tile anymore (plumber couldn't find the leak) yet after talking with the manager back at the office, they tried to push me to get an air scrubber equipment set up. Why try to push more equipment on me when there's no water damage, no leak, etc...Very dishonest and opportunistic, and not a good business practice. I refused to have that installed and the crew was getting frustrated with his manager because there was nothing else he could try to push on me since I had already said no.

Clearly, since they thought I was going through insurance they could pad the invoice as much as possible, except I didn't go through insurance in the end. Needless to say, the bill was ridiculous. I would NEVER recommend this company because they are dishonest and they do not conduct business in good faith. Don't let what happened to me happen to other unsuspecting people. Make sure you get an estimate for the work to be performed and make sure they disclose they will bill you for inputting data as well as driving from their office to your property and back to the office.

IN RESPONSE TO YOU SERVPRO: I did submit a payment and I have proof of that from my bank. If you would like me to post it here for all to see, and let all know how much you bill for a drying machine, I would gladly do so. Also, if you want to claim my account as delinquent then please send back my money as I would gladly take it back! Since payment WAS made, you have no right saying my account...

A supply line to the toliet tank burst and flowed for 5 hours allowing water to cover every surface of my floor throughout the house. Servpro was recommended by my State Farm Insurance company. I called on a Sunday at 6pm. Within 30 minutes Benny arrived. He quickly found the source and got to work setting me a ease. Benny and his supervisor Roger were amazing, thank you both so much! Benny kept me informed of every step with daily updates. It took a week of drying with heaters and dehumidifiers so mold did not become an issue. A big thank you to Flo too, who showed up to do a pack out solo and thankfully call for back up. She personally cleaned my couches to rid them of the awful smell that occurred during the drying process. Thank you Flo! I highly recommend Servpro to do your drying for flood. Although I cannot say the same for the restoration part of the company that I had contact with. Andrew and Esperanza need to learn from Benny, Roger and Flo how to treat a customer. Also, I was assigned an outside contractor Drew with A1 Restoration who is a former employee of Servpro who cheats the insurance company by charging for work they don’t do and the work that is done is subpar. I was really unhappy with this part of the service and recommend choosing your own honest contractor that does...