Ale Ibarra
I hired SERVPRO after a heating pipe burst in my home on January 16. I was charged over $2,000 to remove damaged materials and run drying equipment for three days. After I paid for the initial mitigation process, a different department contacted me to move forward with the next phase. They conducted visits, took measurements, and had multiple conversations with me. I was told they would coordinate directly with my insurance company and that I “didn’t need to worry anymore.” However, after they communicated with my insurance, it was as if they disappeared. Calls and messages went unanswered. No updates. No explanations. I understand that SERVPRO and my insurance company may not have reached an agreement. However, I was the one who hired them and made the initial payments. I should have been clearly informed about what was happening so I could make informed decisions during the claims process. When my insurance later told me the estimate was approved, I reasonably believed they were referring to SERVPRO’s estimate, not a lower one. The room still requires repairs, and we have had to seek another company to complete the work. The lack of communication and transparency in an emergency situation has been extremely disappointing.
