SERVPRO of Downtown Dallas - Team Shaw

So much to say, so little space…we had water damage in August of 2024. When Servpro/Team Shaw was called they came and handled the clean up and mold remediation—no problem. The problems came with the restoration process: —From the beginning it was hard to get responses to questions to our project manager. I copied others and the only ones who would respond were office people who "passed on" the message. None of the managers we talked to were ever around to observe the work of outside crews sent in. —Project delays that took months from start to finish. The completion took a total of 13 months !!! (From mid-August of 2024 to September 18, 2025). —They showed careless treatment of furniture. They broke one of the wooden legs from our sofa. —A vanity mirror disappeared from a bedroom vanity/desk. —We had just had a new kitchen island installed and they didn’t even bother to cover the new (or old) cabinets or the quartzite counter before starting demolition. As a result, it had to be re-painted a couple of times when they used flat paint instead of the satin finish from before. Everything inside all cabinets was covered in construction dust, which they never cleaned. —There were unqualified people working on our stairs. They messed up the stair treads and they eventually had to be re-stripped and re-stained. —They had to redo our fireplace since they tore out the wrong tile that was meant to stay. —They broke a pedestal sink in our powder bathroom. It took 5 months for them to install our new pedestal sink. During install, they did not use the brass tubing I had gotten to complement the new sink, they used some parts (sink stopper) and used plastic parts underneath instead. —They promised a final cleaning which we never got. We moved back in after 2 months with filthy walls covered in black dust. —They promised air conditioning duct cleaning after completion which we also never got. NEVER AGAIN! CALL THEM AT YOUR OWN RISK!⚠️

FINAL EDIT: The contents manager and some of his crew came out yesterday and fixed one of the items that were rebuilt incorrectly. The manager also helped me break down and clear out the boxes that were left from the pack back. While not everything was remedied, there was really nothing for them to do by yesterday as I had already cleaned up my house. The crew was very apologetic about the state of things, and while that doesn’t make it right, people are human and do make mistakes and I do appreciate the extra time they took to attempt to make things right. Will add a star to my review. EDIT TO THE EDIT: My husband’s urn is on our fireplace. Family who had been checking my mail had been putting it on the kitchen counter out of the way. However when the contents team came in, and touched the things in the kitchen they were asked not to touch, the stack of mail was moved off my previously clean kitchen counters for them to stack boxes on the counters. Where did they move the mail? Oh, they just put it on top of my dead husband. Zero care for the uniquely devastating situation my family is going through. I am appalled. EDIT: We were out of town when we had our repairs done. I came home to a completely filthy house, the final clean was never done, even though roughly $400 was included on the estimate for a final clean, the new floors are completely filthy, items I didn’t want touched were carelessly shoved around by the contents team, and there were DEAD ROACHES. All over. My house. I have never had roaches in my house. Not to mention the master bathroom (a room that was not damaged and should not have been touched) is full of items that they just moved in there and stored to the point where I can barely walk into the room, my baby’s wooden crib is in the SHOWER along with her mattress and some other valuables. If the faucet had been bumped just a little and water turned on, things would have gotten soaked and ruined (I have yet to check that but will check when I get to it and update this accordingly if needed). Things I had organized in my kitchen, away from the area being worked on, before me and my kids left, that I left very clear instructions not to touch, were moved around, stacked on top of each other, etc. I was told the kitchen items I packed weren’t touched the entire time we were gone and they absolutely were. My husband died in April, 3 weeks after I’d had a c-section, and we had a water leak the week after he died so most of the things in the kitchen were his belongings that I did not want touched so I carefully packed them myself and set them somewhere I thought was safe - no, every single thing was moved, stacked, touched, boxes unpacked and repacked, I have never been so angry in my life. My kids and I left to stay with family because I needed help as a new widow healing from surgery with 3 kids, and we needed floors fixed from the water leak, so I did not see the house fully except for a video of the new floors before signing my cert of completion. Do not sign your cert of completion until you lay eyes on the house in person. Our project manager was great, the floors and new baseboards look nice, everyone I spoke to were very professional, but the state my house was left in after the repairs, and the complete disregard for our belongings really. REALLY. Pissed me off. ORIGINAL: (before we got home) Great experience with Team Shaw, our repairs were done a week earlier than scheduled. The packout team handled our belongings with care. Thank you!

If stuck working with this devious franchise, watch out for estimates vs reality. These people are not able to send a detailed invoice with the job that was actually performed instead of what was estimated. They will hold your personal items hostage until they get paid what they want instead of billing you for what was truly done. They are also not willing to bid for jobs without a guarantee of work, so as a customer you will not be able to compare options if you get an estimate from them. After my experience with them, it seems that they do know the way they do business is devious, so they are ok with cutting any corners possible to get your insurance money.

I was contacted by Servpro through a cold email that was sent to my personal address instead of my business contact. I responded professionally, asking for more details about their Emergency Response Profile and how they obtained my email. I never received a follow-up. If you’re reaching out to businesses, I’d recommend using official contact channels and following up when a response is given.

They talk a good talk but if you use them, be sure to watch over your rebuild estimate (scope of work) because they will expect to get all the insurance money but they will cut every corner and not do things that they r getting paid to do! They never sent in Itel on our (Expensive, high quality) carpets so insurance paid minimum.. luckily we had some of the LVP still around so that got sent in months later and insurance did increase the supplement for that but this place is rediculous!!!

Highly recommend! I called them to do a moisture check on our house for a previous roof leak. They were incredibly prompt and communicative every time I called. My administrator Briana was kind, organized and great with communication and the tech Jimmy went above and beyond in looking for moisture damage in our home. This team made us feel very secure in moving forward with our house projects knowing our home is in good shape. Will definitely use them again!

I had water damage from a few months ago and finally finished the flooring. The team was very responsive. They explained the entire process and worked with insurance on estimate and followed up with the insurance at least twice a week. When the insurance finally approved, the rest went smoothly. They finished the work ahead of schedule and with good quality. I was very happy with the work and was glad the work got completed within my time window constraints. Shout out to Rebecca Damian and Luis Sarria from team Shaw! Highly recommended and I would definitely consider them for future remodeling projects.