Business ProfileforServpro of Auburn/Rocklin

I had a toilet leak in a small enclosed water closet located in the master bath of my single story home. Prior to contacting Servpro my plumber had repaired the toilet leak. It is necessary, at this point, to explain the service model for Servpro Auburn/ Rocklin. When the Servpro team arrived at the initial appointment they explained that there two separate divisions within the franchise. The first being Mitigation (Demolition and Remediation) which they represented and second Reconstruction (repair to include labor and materials). I received a mitgation estimate by email from the Servpro production manager. The estimate included removal of baseboard, drywall and water extraction. The scope of work was estimated at a $650 minimum and did not include reconstruction/repair. I approved the $650 minimum and the mitigation team completed the estimated work on second and third visits., I then received an estimate by email from the reconstruction estimator for discussed repairs in the amount of $1243.11. The estimator noted in the email that the amount of $1243.11 did not meet their job minimum and declined to do the work. I responded to the estimators email, with blind copy to franchise owner *********************** requesting a revised estimate for a job cost minimum. I then received the final emailed reconstruction job minimum estimate of $5000.00. Over 4 times that of the initial estimate. The final estimate is not affordable. It was going to utilize Servpro from mitigation thru reconstruction. I will now have to locate a construction source that can complete the repair work at a reasonable price. It is my opinion, that this franchise intentionally omits disclosure of a construction job cost minimum when smaller jobs are involved. It appears that they are only interested in the mitigation business. It is also my opinion that this franchise conducts business in a predatory manner and promotes a company culture that has total disregard for customer satisfaction.

Hello *****, thank you for your feedback. I would like to address your concerns and perhaps provide you with some additional information that will help in your understanding of the overall process. Your situation is typical for the restoration industry. The immediate needs i.e.: water damage, smoke damage, fire and mold are all handled by the mitigation department. They initiate the clean-up and tear out of affected materials following strict IICRC guidelines and protocols. Construction is performed by a completely separate department. Unfortunately, until the mitigation is complete a proper and accurate estimate for repairs cannot be performed.Construction minimums are a standard practice. Given the current economic challenges such as rising materials prices, fuel prices and labor costs we must set minimums in order to maintain the high-quality standard we set for our customers. There are minimum expenses involved in every job.I am happy that your circumstances were not severe enough that it displaced your family, and we were able to respond quick enough to mitigate your damages and keep them to a minimum. I apologize that we were not able to meet your construction needs given our pricing standards.