Carly
Absolute train wreck dealing with ServPro of St. Cloud from day one. I can honestly say I’ve never had such a frustrating experience with any company in my life. Our basement suffered water damage on 11/4/2025 after a contractor accidentally broke an upstairs water pipe. A ServPro water specialist came out right away and encouraged our contractor to file a claim with his insurance. The contractor’s insurance handled things quickly and issued ServPro a payment of over $20,000 within two weeks. The work required wasn’t complicated: removal and replacement of drywall and insulation, pulling back the carpet and replacing the pad, re-spraying the popcorn ceiling, and replacing a wood ledge. After the insurance payment, however, communication from ServPro essentially stopped. Weeks went by with no updates. By late December, temperatures were dropping and the insulation and drywall still hadn’t been addressed, so our contractor ended up spending his own time and money fixing those items just to keep the project moving. ServPro was nowhere to be found. I eventually called the owner directly to explain how frustrated we were. Her response was simply that “that’s how the business works.” There was no follow-up, no effort to resolve anything, and we never heard from her again. Throughout the process, Brett repeatedly tried to cut corners on items that had already been approved and paid for by insurance: 1. Insurance approved replacement of a wooden ledge, but Brett tried convincing us not to replace it because “you won’t like it.” 2. Insurance approved scraping and retexturing the entire popcorn ceiling, but Brett insisted a simple touch-up of the water stain would be enough. 3. Insurance paid for an upgraded foam carpet pad based on our carpet invoice, but the installers showed up with a thin, cheap pad. When we questioned it (the height difference was obvious), Brett responded that “my carpet guy says the thin pad is fine.” 4. Insurance paid for a full room carpet shampoo, but Brett said he would only spot clean the stained area. The subcontractors they sent were also disappointing. The ceiling contractor spilled about five gallons of water on our floor and initially denied it until I confronted him. The carpet installers seemed confused about why they were even there, telling us they were simply told to show up. The entire process dragged on for four months. Our basement sat partially torn apart while ServPro consistently pushed our job to the back of the line. It felt like once they received the insurance payment, customer service and follow-through completely disappeared. To top it off, when I finally signed the “work completed” paperwork, my name wasn’t even spelled correctly. This experience showed a complete lack of communication, accountability, and customer care. We felt like just another insurance check rather than a customer whose home needed to be repaired properly. If you value your time, money, and sanity, I would strongly recommend looking elsewhere.
