SERVPRO of Des Moines SW & East

ServPro apparently has an exclusive agreement with my insurance company for mitigation and repairs. The work for mitigation of water damage was good, but they collected the deductible from me and also the insurance company. They provided an estimate for repair work that included added fees for "labor minimums." The communication from Jenna Hill was inconsistent and slow, requiring follow-up. Three months later, they still have not refunded the payments they over collected, so I am left waiting. Eventually, ServPro told the insurance company the work was below their minimums and refused the work. They lowballed the estimate presumably because they added "overhead and profit" surcharges that are not included if I cash out and choose my own contractor. That means the payout is not enough to hire another contractor. Their business practice seems unethical, and customer service is extremely poor. They still have not returned the payment they collected twice without telling the insurance company I already made a payment. I still have a large hole in my ceiling and searching for alternative contractors to handle each part of the repair. They were guaranteed profit by their captive agreement with the insurance company and still claimed the repair size was "not viable," after they had provided an estimate.

We had water issues at our house due to a city drain plugging a few weeks ago. We called SERVPRO in the middle of the night and within an hour the first tech Nelfa showed up around 3:30 AM! Over the next few days after the situation was assessed they went to work with all their BIG equipment to get the drying out process going! They stayed on top of it and kept us informed on the progress! If I called any of the team they responded quickly! They were there through the entire process until it was time for carpeting and their job was done! Our team worked LONG and HARD hours for us along with other job sites! Shout out to Nelfa who was the team leader and so kind almost became like our family! Chris who was there a lot and was very knowledgeable in his work and answered professionally ALL of our questions! We also had Jesse and Conner along with a couple gentlemen called in from Iowa City to help out! These people all worked Stinken Hard for us and we would recommend SERVPRO to anyone who needs help! Thank You to our team!

Zack and his crew were phenomenal! When I needed help with water in my basement, those guys had been out for 16 hours and they still came out to help. They were able to save my basement and helped with insurance, leaving me at ease. I would highly, highly recommend ServePro!

If I would have written this review as the team was here doing their job, I would have rated it much higher. Our sump pump backup system failed while we were without power, so our basement carpet was saturated with water. Brad came out to give us a quote and they got started with the cleanup. Everyone was nice and professional and we were happy with the work - until we received the final bill and it was TRIPLE the amount we were quoted. Drying out the carpet and walls took longer than expected, so we anticipated the bill would be a little higher, but not triple the amount! This was NEVER communicated to us. When I called to discuss the bill and my concerns, I was told that they saved us a lot of money by drying out the carpet and walls versus tearing it out, and therefore our repair wouldn't cost us as much. So since the repairs weren't going to cost as much, they decided to triple our bill?!? Very disappointed!

The room Serv pro restored from years of smoking looks amazing. They also cleaned my living room furniture and that looks brand new now. Great job, Chris came on time and got right to work. Very satisfied and would recommend Serv Pro

When the baseboards were removed there were several large holes left in the drywall. Additionally I spent an hour crawling around the basement floor removing the nails left in the wall when the baseboards were tore off. When they cut the carpet between the hallway and bedroom the cut was so jagged, when the carpet was stretched back in it left a large gap.

In August 2024, I had a fire at my place of business that I rent. My landlord‘s insurance company hired Servpro to clean it up and rebuild the space. The damage was on the inside and it was mainly concentrated towards the back the front of the space just needed cleaned whereas the back needed new drywall and Things like that. Normal things that would need replaced due to a fire. They came in and got everything cleaned and the walls and things and encapsulated fairly quickly. But it is now March 2025 and we still aren’t back into our space yet Not only did we lose much of our possessions due to the fire, but we have lost a great amount of income waiting for these people to finish our space. It sat for almost 3 months, completely empty, and no contractors Came to do anything we finally started complaining and a couple people here and there started showing up, but there was no progress being made whatsoever. We made phone call after phone call and we’re very patient up until this last month. We started to get pretty angry and contacted other people in the company to try and get something going. Now things are moving along a little bit quicker, but it’s been nine months, I could’ve had a baby by now.. Something that should’ve took around 90 to 100 days has taken over nine months and still probably another month to a month and a half before it will be all set and done. It’s been a horrible experience. Our general contractor, obviously either didn’t care or had no idea how to do her job. Her name is Jenna. I definitely do not recommend having her as your general contractor for any of these types of projects. I think Servpro as a whole is a pretty good company and I do think that they had our best interest at heart, but when it came to Jenna and hiring contractors and actually making sure the work was getting done, she did not do any of those things. I have lost so much aside from what I’ve lost in the fire and these are things I can never get back.