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.
