Negative reviews for SERVPRO often relate to issues common with large franchise systems where quality varies by location. Common complaints include high pricing compared to local restoration companies, with customers feeling bills were inflated, especially when insurance coverage was unclear. Some reviews mention poor communication, with delays in returning calls, lack of updates, or leaving equipment in home for extended periods causing inconvenience. Others report incomplete drying leading to mold later, or aggressive demolition that customers felt was unnecessary to increase bill. Some customers report damage to personal belongings during pack-out or cleaning process. Because SERVPRO is franchise, customer experience depends heavily on local owner and crew, so one franchise may have excellent reviews while another has poor ratings. Additional complaints include long wait times during major disasters when demand surges, and disputes over insurance billing. On review sites like Google and BBB, most franchises have mixed reviews, with many 5-star reviews for fast response, but negative reviews often focus on cost, communication, and perceived upselling of services.
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