SERVPRO of Downtown San Antonio/Team Friermuth

Tldr: They didn't do the job right the first time, there was no recourse, and they charged us for 2 jobs instead of one. They got it right the second time. We had an awful experience with this company in 2024 after our washing machine on the second story leaked. After drying things out for a couple days they did a moisture reading and said the area that had flooded was dry enough. Any residual moisture was "superficial" and we could replace the laminate over the subfloor. A few days later I see that our laminate floor is curling up. It's very wet underneath. We had to call them back to tear the floor back up to ensure the subfloor was completely dry. They charged us a new job fee for the second visit because we signed the paperwork from the first round stating the job was completed. We signed the paperwork based on the moisture reading and report the employee had provided. The worst part was when I tried to reach out to a manager to resolve any of this they did not answer my phone call. Even the technician was surprised because the manager had just taken his call. He suggested I call again. Nothing. No call answered and no response to messages left. It was an emergency so we went through with the work and paid the additional fee, but the vibe was very 'we know you have no other options'. To be fair, the second crew did a better job communicating and got things done properly. I'm giving two stars instead of one for getting it right the second time and for a prompt response. I would have given 3 if a manager had at least called me back.

This was the first time I needed fire remediation & Ivan, Erick & Bubba took care of everything in a professional way. The only criticism was not with them but higher up is that I felt there was a lack of communication as to why there were delays in coming out, only finding out when I contacted the company to check. Communication did improve after a few calls. Now I’m waiting for the return of my contents that were to be cleaned. No updates on when to expect them or a progress update. Thanks for the work.

Johnny was professional, helpful, and quick to get everything taken care of. You can tell he truly cares about providing great service and keeping residents happy. Really appreciate his positive attitude and attention to detail. Thank you, Johnny!

Damaged carpet removed and fans placed for drying. Moved all furniture carefully! Friendly and professional . Polite and speedy. Thanks Erik and Julio.

Servpro team Julio, Johnny, Gabe and Travis were all very efficient, on time, compassionate, and communicated with us to ensure our home was mitigated properly due to our water loss. While mitigating they continued to clean properly and secure our belongings to ensure any further damage to our home. Thank y’all so much for everything you’ve done to assist with our home. We appreciate all your hard work!