Personal Touch Services

Most of my home was had water damage due to burst pipes. Woke up at 5:00 am to the sound of running water, it was in the wall . Talk about being stressed . Rhett Russell showed up , surveyed the damage. Then he could see how stressed my husband and I were, he took the time to explain the process. We instantly felt better. I love the Buildertrend app that Personal touch uses , you can see every aspect of your project and upload photos. Mr . Russell was my project manager and was very professional, as well as everyone he sent out to my home . His beautiful wife greeted us with kindness, always answered any questions I had in a timely manner. The office ladies Courtney and Holley are such a pleasure to talk to , they check in to keep you informed. My home came out more beautiful than I even imagined.

We had a hole in our roof which let water into the house. We have been working with Progressive and they sent out Personal Touch. The process has been slow mostly due to paperwork going back and forth with Insurance, but Luis Rivera specifically with Personal Touch was really easy to work with, would say hi to the kids and not just awkwardly be in our house without saying a word, and just really did a great job on the mitigation end of everything. Thank you!

Upon making the claim, Personal Touch was very responsive. I was eager to get the home repairs and improvements underway. While my flooring is beautiful, there have been a few hiccups: 1. It has been difficult to communicate with the contractors, and they do not show up on time. 2. The contractors used our ceiling fan and light fixture boxes for tables or chairs and ended up braking the lights. 3. My floor wall junctures were damaged and initially painted over until the owner came to access the issue and get it fixed. 4. The lights that were replaced have a smaller base than the original, and the area was not painted. Moreover, we were not consulted about the issue. The installer told my husband he consulted the office and was told to install the lights anyway. When I talked to our project manager, I was told they would paint the walls for another cost. We understand that people make mistakes, and work like this takes time. What has been difficult to understand is the constant and consistent lack of professionalism that we have received.

Part 2 of a review I did. Because it was 2 different jobs but the same Company, they got another review on another account to highlight this appropriately. My first review was on water damage; this one is the project to repair the mitigation completed previously! Courtney and Holley we're the starting points, and eventually connected me with Ryan M. as the project manager! Everything, even when someone wasn't quite right, was handled quickly and effectively. Even when the problem persisted, the team kept on pushing until we got the result as desired! The conversation was transparent, and the job was done, exceeding the original standing of the room to be repaired. They also made sure the house in general was taken care of, ensuring things we're cleaned up as they went. Projects do take some time, but they did well with keeping it within a normal working day and easily worked around our schedules to make sure it not only got done, but it got done in about 3 days (imagine an entire bathroom redo, in 3 days - yea it happened) Again, Ryan M. and the team at Personal Touch (Courtney and Holley) we're amazing and we recommend them for anyone looking for projects or for repairs!

Personal Touch Services was the aspirin to the headache I had. My house was gutted after water damage had wrecked the majority if the downstairs. I have heard horror stories of contractors coming in and not completing the job on time or constantly asking for more money. Neither of those two things happened. I was provided a schedule of when things would be completed, and the they stuck to that schedule. The communication was outstanding throughout the process and I never felt like I did not know what was happening. They provide you with a website called "Builder-trend" and post pictures/updates to the project so that you can follow them in the event you are out of town for a few days. They also post the schedule to the website so that you do not have to throw everything onto your calendar. In short, they use a system that is a one stop shop for all of your questions. If you have questions, Rhett and his team never seemed inconvenience by them. They were always happy to answer any and all questions. Personal Touch Services is a great company with great employees. I cannot recommend them enough.

I would like for you to know the two gentlemen that came to my house today were awesome workers.They were both very polite and cared about my things as much as I do. Spencer and Chris are the gentlemen that came today. I sure hope that they will be back to work on my house again!

I DO NOT RECOMMEND PERSONAL TOUCH. If they are assigned to your project by your insurance company, I strongly suggest requesting a different contractor. Personal Touch was assigned to me by USAA. I have always been very pleased with contractors assigned by USAA/Contractor Connections, so my experience with Personal Touch has been extremely disappointing to say the least. Although the company seemed to handle the mitigation portion of the project well, the restoration and rebuild has been an abject failure. I am not sure if this is part of the reason, but I heard second hand that the company was sold mid project, which seems to be about the time when things went south. Personal Touch actually caused additional damage to my property when they moved a water heater (damaging it and causing additional flooding), and they tried to bill me for it when USAA denied to cover it unless a separate claim was filed. In addition, Personal Touch repeatedly failed to abide by Virginia landlord/tenant law and ensure that the required 48 hour notification was provided to my tenants prior to accessing they property. Now Personal Touch has the audacity to bill ME for times when they were not given access. Finally, rather than having the integrity and professionalism to contact me directly, they abruptly informed USAA that they decided to withdraw from/abandon the project. In the meantime, Personal Touch left both units of my in absolute disarray--up to and including leaving one of my (disabled) tenants without hot water. I had to have my property manager reconnect service on an emergency basis. Now I am working with USAA and Contractor Connections to figure out next steps to get the restoration completed because of Personal Touch destroying my property and essentially giving up in performing the required work. One bright spot is that Holly, Erin and Courtney who work at Personal Touch have always been friendly, professional and respectful--I only wish the same could be said for others at the company, and for Personal Touch itself.