SERVPRO of Memorial West, NW Houston

If I could give this company a 0 I would This letter serves as a formal complaint regarding the inadequate remediation work and unacceptable customer service provided by ServPro, the contractor assigned to address the sewage remediation event caused by Frontline Power at my mother’s residence. On or around September 23, 2025, at the home of Ms. Gloria Lattimore, Frontline Power—acting as a contractor for CenterPoint Energy—fractured a sewage line. This resulted in raw sewage flooding into the residence. My mother operates a daycare out of her home and lives there with her granddaughter and five children. The sewage affected multiple areas of the property, including the downstairs living room, bedroom, hall closet, half bath, full bath, and wardrobe closet. It has now been nearly two months, and the issue remains unresolved. Throughout this period, ServPro has repeatedly demonstrated a lack of professionalism, communication, and courtesy toward the homeowner. One major concern is their failure to provide my mother with a clear work schedule, leaving her unable to plan or prepare the home’s occupants for ongoing repairs. For example, ServPro conducted a sanding job inside the residence without any prior notice. This resulted in extensive dust contamination of my mother’s belongings, particularly in the bedroom closet. More importantly, the excessive dust triggered a medical emergency for a young child living in the home who suffers from asthma, requiring an emergency room visit due to aggravated symptoms. Additionally, we were informed that ServPro never advised Frontline Power LLC that my mother should be offered temporary housing during the remediation process—despite the severity of the environment and the presence of vulnerable individuals in the home. Instead, ServPro appeared focused on rushing through the work solely to complete the job and collect payment. This disregard for the homeowner’s well-being is unacceptable and shows a concerning lack of respect toward an elderly woman whose home was damaged through no fault of her own. Further issues include ServPro’s inconsistent and unreasonable determinations regarding what should and should not be replaced. They insisted, for example, that the vanity top did not need replacing because sewage had not directly touched it. However, they proposed installing a new vanity base while reusing the old top, resulting in mismatched aesthetics. My mother reasonably declined this option. Similarly, they refused to replace the entryway tile, claiming it was not impacted by sewage, even though the new carpet they asked my mother to select would not match the existing tile. They also declined to replace a bathtub that had sewage sitting in it for several days, despite my mother’s valid concerns about contamination and long-term sanitation. Throughout this process, ServPro has offered little empathy and made minimal effort to collaborate with the homeowner. Instead of working with my mother to ensure her home is restored safely and properly, they have repeatedly attempted to pressure her into accepting inadequate repair options. Most recently, ServPro has stated they cannot continue work or enter the property without a signed document granting them permission to proceed—despite the fact that they have already been working in the home for over four weeks without requiring such documentation. This sudden change is both confusing and concerning. Overall, my family is extremely disappointed in the way this situation has been handled. The experience has been stressful, unprofessional, and far below the standard of care expected from a company responsible for restoring a damaged home. We cannot recommend ServPro based on this conduct. We request that this matter be reviewed thoroughly and that appropriate corrective actions be taken to address the issues outlined above.

Eric and Paul did an amazing job. They were both very professional and informative about all the work that was happening. They were very patient with my questions as well and explained a detailed timeline of the scope of work. I will definitely recommend them in the future.

We are very happy with their job! They came to quote for us the same date and provided a very detailed scope of work, and excellent service removing mold in my son’s room! Great pricing too! I’m glad we selected Servpro !

The TEAM is incredible. They are very knowledgeable and make it easier on their clients when dealing with catastrophic events. Their ability to navigate the insurance protocols and helping people get back to normal is amazing. Keep up the great job.

I found SERVPRO through Google, and after doing a little research, they seemed to be the most qualified and reliable to handle the removal of black mold that had developed in my home after a heavy storm damaged my roof. Kacie was quick to respond to coming out and giving the initial assessment and quote. After that, I only had to wait a week to get them scheduled and for the work to be completed. The initial removal was quick with the work being performed in less than 2 hours, including setup and cleanup. While we did have a hiccup with our contract regarding the ceiling being restored, Kacie went above and beyond to resolve the situation and get our home restored as quickly as possible. Her ability to communicate and manage her multiple teams restored my faith in SERVPRO. They should feel fortunate to have such a dedicated employee. Before and after pictures of the initial mold removal and ceiling restoration.