SERVPRO of Delaware, OH

Based on my experience, the franchise needs to consider a change to its core processes, starting with communication and transparency. During the initial call to schedule mitigation they were rightfully concerned with who the owner of the property was, but failed to communicate with the owner throughout the process. The confusion over who the "owner" of the project was created a major disconnect. A professional business should have a clear, documented chain of command. Before any work begins, they should identify the primary point of contact and ensure all critical project updates, especially those about cost and scope, are directed to that person. A tenant may be helpful for scheduling, but they should never be the sole source of communication for a paying client. The most egregious issue is their billing and estimating process. Their current system seems designed to be not transparent and not helpful. An estimate should be a detailed blueprint of the expected costs, but it's not a final price, especially when the project changes. They need to implement a process for change orders, where every new item or material switch is documented and agreed upon by you before they proceed. Charging $1,000 for "remediation" without explaining what they were remedying (they didn't tell me what the cause of the damage was and didn't fix anything) and then not providing an itemized final bill—isn't just frustrating, it’s a breakdown of trust. Their billing should be transparent, fully itemized, and should reflect the actual work and materials used. Ultimately, these problems point to a franchise that needs to establish and enforce standardized business practices. They should have a clear policy on how they handle communication, how they create and update estimates, and how they document every stage of a project. Adopting a more professional and transparent approach would not only prevent customer dissatisfaction but also help them build a more reputable and successful business in the long run.

I can't recommend this specific Servpro location. The level of professionalism and the quality of their service were seriously lacking. You'd honestly be much better off choosing any other Servpro franchise in the area for a more reliable and satisfactory experience.

We had a water burst on a Saturday morning. Called ServPro around 9:30 in the morning and NEVER heard back until the next day. According to them (ServPro of Delaware), it was the corporate offices fault as they (the corporate office) text an unmonitored number. Couldn’t be a better example of "not my fault". I wouldn’t call them again for anything. Yes, I completely understand mistakes, but accept responsibility for it, apologize and move on. Typical of lousy customer service, blame someone else!!!!

I had flooding in my basement. 5 inches of sewage back up. Within 2 hours of calling the office my basement was cleaned and sanitized and the team had come and gone. Very professional service from Erin over the phone and Logan assessing the basement. Great service. Thank you!!

I called ServPro to get an estimate on some water damage I had. Logan C. showed up right on time, was courteous and professional, explained what he was doing and reviewed options with me. While ultimately I had little damage (luckily) and didn't require their services, I wouldn't hesitate to reach back out again if I did need work done. This location cares about their customers and has stellar employees; I would highly recommend them.

I came into an unfortunate incident where I had some water damage and these people were absolutely amazing. They’ve made everything as seamless as possible. They have great attitudes. They’re very friendly. They are thorough and very professional. I was having a lot of anxiety about having all this work done and they’ve done nothing but make it so much easier I would recommend them to anyone.

SERVPRO Delaware is an outstanding company. Edward, who has been with the company for a long time, exemplifies dedication and expertise in his work. His experience and knowledge are invaluable assets to the team and to the clients they serve. The company's commitment to excellence and customer satisfaction is evident in every project they undertake. They consistently go above and beyond to ensure that their clients are happy with the results. The team is professional, efficient, and always ready to tackle any challenge that comes their way. If you're looking for a reliable and trustworthy company, SERVPRO Delaware is the one to choose. Their long-standing reputation and Edward's unwavering dedication make them a standout in their industry.