SERVPRO of Palo Alto

This team completed the work related to smoke damage on our Pacific Palisades home in early February (we are now in mid-April). Our point of contact there was Chelsea Morton. Ever since the work was completed, we have asked for an invoice for the work as our insurance company won't move the rest of our claim forward till they have this number. My public adjuster as well as I have called and texted them over 10 times over a period of a month and a half. Initially we were led to believe that the estimate was coming within a day, then there was an apology when it didn't come and then they started ghosting us. We are gearing up for a rude surprise vs the initial estimate when we eventually see the invoice. It's unconscionable to be non-communicative and tardy when the amounts being considered are massive and we are reeling from the impact of the Palisades fire. Proceed at your own risk with them. They can really make a mess of your entire claim.

We had a terrible leak in our living room wall and Francisco and Isaac came out first thing in the morning. They were super friendly, knowledgeable, thorough, and easy to work with. They made a scary and frustrating situation much easier to manage and we are so appreciative of their help. We had Martin out a few days later to check on the progress and he was amazing as well. He kindly shared his experiences with me and helped me understand the best path forward. I can tell that customer service, customer satisfaction, and the customer experience means a lot to this team. I wouldn't wish a leak on anyone but if you do happen to be in such an unfortunate situation, please consider choosing Serve Pro of Palo Alto. These guys are wonderful!

Our second experience with ServePro after plumbing disasters in two homes. Supervisor Ron S was fantastic - prompt communication, great recommendations and even visited our home to supervise final work. We have since recommended Ron and he did the same for a friend. The ServePro staff also did a great job remediating the horrible water issues and staying on top of the project for longer than anyone would have imagined. We will definitely use them again if we go through any water damage issues.

Water mitigation. We hired this company after a water leak one night, they did come right away and set up heaters and fans. We hired them to do some of the demolition and they also convinced me the floors needed to be pulled up but I had a floor company do that and the cement was dry so their conclusions were wrong. The problem was they left the heaters and fans for weeks and I questioned them about if insurance would pay for all that time, she stood there and told me that insurance would cover it but if not they would write it off. I had to call them weeks later to remove fans and heater, insurance did not cover all the time they billed for, they needed documentation supporting so much time. Insurance company got tired of no response so closed out the claim. Long story short, everyone was paid or so we thought and then 2 1/2 years later I received a bill from a collection agency with an addition $2000.00 in fees for not paying a $2100 bill. Nothing in 2 1/2 years. Thought it had all been settled...be careful, you sign those contracts so one has no recourse. Had no clue this could happen. They lied to me, they never sent proper paperwork to insurance and then never notified me that

I hired an electrician who unadvertantly flooded my garage along with my entire shoe collection , books and stuff that I seriously thought was ruined forever. A neighbor advised me to contact Servpro to help with the situation and in less than an hour they were there , with equipment for drying up the garage , they assessed the damage , Isaac dropped by every day to check if the walls were dry and in less than 5 days my shoes were dried and back to their previous condition, even all the books were dried up. I would recommend them to anyone with a water damage situation for their professionalism and their prompt response.