Charlotte Hall Cleanup and Restoration

Our experience with SERVPRO of St. Mary’s & Calvert Counties included excellent personnel and workmanship, along with some frustrating coordination, estimating, and quality-control issues. The finished basement looks fantastic, and despite the issues below, we would use them again. Frank handled the initial cleanup and damage assessment. He was prompt, friendly, communicative, and gave helpful recommendations without pressuring us to use SERVPRO for reconstruction. Dylan, our estimator, and Kanyn, our project supervisor, were both personable and knowledgeable. Kanyn was especially responsive throughout the project. Casey was kind and professional, and Robby maintained communication during the contents portion. The flooring installation by Edgar and his crew was spectacular. We upgraded from carpet to LVP throughout the finished basement, including the bedrooms, bathroom, and stairs. The flooring completely transformed the space and their work deserves recognition. The project did have several coordination issues. Some delays were understandable, such as insurance approvals and personnel availability, while others appeared avoidable. There were delays in estimate submissions, an initial submission missing an attachment, difficulty obtaining updated estimates, and occasional communication breakdowns between departments. The flooring and coordinating stair components also were not thoroughly vetted before estimating. We ultimately researched and located a compatible stair nose ourselves, and I identified a significant quantity error in the estimate that could have materially increased the final bill. It was corrected, but it raised concerns about attention to detail. The pack-out crew was courteous and treated our belongings respectfully, but the process seemed disorganized at times. The pack-back experience was much better: two gentlemen returned our belongings efficiently, carefully staged everything where requested, and completed the unloading quickly. Two items were damaged during contents handling; the damage was documented and I am still awaiting the outcome. Although the main flooring installation was excellent, some finishing details initially fell short. Several sections of shoe molding had misaligned miters, exposed or unfinished cuts, and visible gaps beneath the trim or around door jambs. Minor debris and paint splatter were also left behind. Kanyn did offer a final walkthrough, which I declined because of scheduling and told him I would reach out if I found anything. After I documented the issues, SERVPRO chose to stand behind its warranty rather than provide a workmanship credit. Kanyn and Casey personally returned, inspected the concerns, and the corrections were completed to our satisfaction. The final billing process also required close review. I found charges for work that had not been performed, including bathroom flooring removal, vanity toe-kick removal/reset, and door/window trim painting. I also questioned the post-construction cleaning charge because I still had to sweep, mop, and remove paint splatter myself. SERVPRO revised the estimate, removed the applicable charges, and reduced the cleaning allowance. Overall, every employee I dealt with was polite and personable, and the primary flooring installation exceeded my expectations. The biggest areas for improvement are coordination, communication between departments, estimating accuracy, material verification, and final quality control. The process required more homeowner involvement than expected, but SERVPRO ultimately stood behind its work and addressed the concerns we raised. Our basement looks fantastic, and we appreciate everyone who contributed to the final result.

I want to shout out Frank Turner and his staff for coming out so quickly to take care of our needs! I appreciate it more than you realize. Even though I’ll be displaced for a few months, I do appreciate you coming out within hours of me calling you

ServPro was a lifesaver for us. They came out promptly and took care of us. Frank, Matt, and Brad were the epitome of professionalism and care. I will not hesitate to call ServPro again.

My experience was fantastic, and I contribute that to Scott's hard work and insight. I had a water heater fail and dump water all over my first floor requiring the removal of linoleum and carpet. He was fantastic to work with. Thank you!

Frank and Brad did a great job removing molded drywall in the kitchen. They cleaned up and left no mess. Thanks!

I’d barely gotten off the phone with our insurance adjuster when ServPro called to schedule an appointment. I assumed they would come the next day but no - they were there that afternoon and worked until 9:00 pm! When we first encountered the water damage we felt overwhelmed but ServPro’s crew quickly gave us confidence that they knew what they were doing. In three days, all trace of the initial water intrusion had been eliminated and we were able to begin the repair phase of the project.

Tim and Alan were fantastic! Finished on time with no hidden fees! My carpet has only looked better when it was brand new. I would definitely recommend the Servpro team to others!

I had a flood in my laundry room with a ton of water damage. This company saved me! Servpro did an amazing job! Ricky and his team listened to what I had to say, diagnosed everything while coaching me, did it with patience and had solid customer service. I seriously could not recommend a better company. This team in particular reminded me that there is still good and honest people in this world. Hats off to the crew that helped me and Servpro as a whole!