SERVPRO of Des Moines NW

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We highly regret hiring Brian's Servpro franchise in Grimes for mold remediation. The first job was scheduled for 7/20/15 and as of 9/18/15 work is still left unfinished. We've had the crews scheduled to come out for 2 different jobs that were to take a total of less than two days as told to me by Brian, but it's taken 5 separate days to get jobs worked on and 2 months later they're still not finished. We've been no-showed on twice and not notified that they chose to cancel on us. We've been canceled on a 3rd time (this time they at least had the courtesy to tell us in advance rather than waiting for us to call and find out when they were many hours late on the other days they no/showed...but still, we're being canceled on more often than we have jobs that we've hired them for! Unacceptable).



Mold affected areas of our home have repeatedly been left unremediated/untreated or left behind when they should have been removed after crews have said the job is done. Steps of jobs that he had in our estimates have been skipped over (such as fogging and sealing treated areas with an antimicrobial spray/Kilz), we've been lied to and yelled at as customers as well. We were also refused an updated proper estimate for our second job. If I had the option to give 0 stars I would have.



The paperwork they had us sign states that a supervisor is to do a final walk through on jobs but this has not happened at all after crews considered each job finished...and both jobs were left unfinished in multiple ways. A simple walk-through by a supervisor would have caught the many mistakes I have caught (and I'm not even someone who works in this industry, I'm an educator).



The two months they have been dragging their feet to get our jobs done have been a complete waste of our time, have created a great deal of undue stress with no resolution and have caused me to deeply regret hiring them for the job. We have lost use of half of our home due to the high spore counts we have (that are triple and quadruple what is safe) for 2.5 months now since the discovery of the mold. Brian was aware of our mold spore counts and health issues from the first day of the job on 7/20/15 and that our doctor wanted us to stay out of our finished basement but did not make it a priority to get our job done in a timely manner. If our home isn't remediated to the point of showing spore counts in the safe range by the time closed window weather arrives, our doctor wants us to move out of our home because we will no longer be able to stay upstairs where spore counts are in the safe range and flush our house with fresh air from outside to counteract the dangerously high spore counts. We cannot afford to live in a hotel, and my parents live just far enough away that my husband would be in violation of his on-call work contract for Mercy Hospital that states he has to be within a 30 minute drive in case of emergency surgeries after typical work hours. I now have to hire another company to finish the many steps in the jobs they said they would do but could not get right, so I feel as though I am having to start over with this mold remediation. I said it once and I'll say it again, I highly regret hiring Brian's Servpro franchise. We have not had a single job go right in their care.



We have also contacted Servpro Corporate to help oversee this process of negotiating a resolution, but that has proven to be ineffective. The effort on their part to oversee a resolution was minimal at best and they are no longer trying to assist in a resolution. A review on the BBB will be up soon as well that gives more info.