SERVPRO of Downtown Dallas - Team Shaw

Really terrible. Maybe you get a different Servpro if you go through insurance vs. not, but we had a housefire and opted to use Servpro (a preferred provider through State Farm) for contents and mitigation. Huge mistake. I could go on and on about how bad our experience is but I'll summarize it here:<br>1. Lost our living room furniture. Yes, lost it. There was no record of it among our contents and it wasn't until I brought it up that they noticed.<br>2. Had to make half a dozen trips to get all our stuff. I kept coming back to the house and noticing there were items left in closets, bathrooms, and the garage. I eventually just took it and cleaned or disposed of it myself.<br>3. The encapsulation was poorly done. Multiple contractors came for estimates because I wasn't going to use Servpro for the rebuild and commented that the framing was poorly sprayed and ran the risk of the smoke smell coming back (from inside the walls) once the weather got warmer. Had to ask them to come back more than once.<br>4. They lost boxes of our stuff and tried to give us back other people's stuff. This happened three or four times. The first time they provided the list of contents to review there were items that were not ours. I marked them and sent them back. Nevertheless, these items showed up when they returned our stuff. I sent them back and asked about specific items of ours we still hadn't gotten back. They said they would check, found some items, tried to give us back those along with more items that weren't ours, then when pressed again found more of our items and tried to give us yet more of someone else's belongings. In the end we still didn't get all of our stuff back, including our deceased dog's tags. Really poor organization.<br>The one star is for the office staff who at gives the impression of a competent company. Unfortunately they could not deliver. Stay away.

This company is awful!! We had two bathrooms flood and soak the carpet in the rooms next to them. We called Servpro team Shaw and they came out. They estimated 6,000$ to clean up the water. We thought this was pretty steep since we had started pumping the water out almost immediately with a shop vac and just needed the water vacuumed out of the carpet and dried. Reed Jones was the name of the guy who did the estimate and he told me (and my contractor who was there since we had recently built the house) the price was based on 7 days of drying and was prorated by how many days required to dry the carpet. He said it should cost much less since we didn’t have a ton of water damage and he thought it would dry in one to two days. He said he would vacuum out the water and set up the dehumidifiers and fans. Then he left. The next day the company called to collect all of the 6,000$. When we told them that was not what we were told, she said that Reed Jones was misinformed and that we owed the total 6000$. Also, we discovered that the carpet was still soaked after 24 hrs of running the fans and dehumidifiers. Turns out he didn’t even vacuum the water out like he said he would. When we asked him why he didn’t, he said that since there was no water standing under the carpet, he was not “Required” to vacuum out the water, so he didn’t. Below are pictures of how much water we vacuumed out of the carpet with a little handheld vacuum we bought after 24 hrs of running the dehumidifiers and fans. We ended up firing them and paid them 2,000$ for almost no benefit. I went to Home Depot and rented 600$ worth of fans and dehumidifiers and dried it ourselves. I highly DO NOT recommend them.

So much to say, so little space…we had water damage in August of 2024. When Servpro/Team Shaw was called they came and handled the clean up and mold remediation—no problem. The problems came with the restoration process:<br><br>—From the beginning it was hard to get responses to questions to our project manager. I copied others and the only ones who would respond were office people who “passed on” the message. None of the managers we talked to were ever around to observe the work of outside crews sent in.<br>—Project delays that took months from start to finish. The completion took a total of 13 months !!! (From mid-August of 2024 to September 18, 2025).<br>—They showed careless treatment of furniture. They broke one of the wooden legs from our sofa.<br>—A vanity mirror disappeared from a bedroom vanity/desk.<br>—We had just had a new kitchen island installed and they didn’t even bother to cover the new (or old) cabinets or the quartzite counter before starting demolition. As a result, it had to be re-painted a couple of times when they used flat paint instead of the satin finish from before. Everything inside all cabinets was covered in construction dust, which they never cleaned.<br>—There were unqualified people working on our stairs. They messed up the stair treads and they eventually had to be re-stripped and re-stained.<br>—They had to redo our fireplace since they tore out the wrong tile that was meant to stay.<br>—They broke a pedestal sink in our powder bathroom. It took 5 months for them to install our new pedestal sink. During install, they did not use the brass tubing I had gotten to complement the new sink, they used some parts (sink stopper) and used plastic parts underneath instead.<br>—They promised a final cleaning which we never got. We moved back in after 2 months with filthy walls covered in black dust.<br>—They promised air conditioning duct cleaning after completion which we also never got. NEVER AGAIN!<br>CALL THEM AT YOUR OWN RISK!⚠️

If stuck working with this devious franchise, watch out for estimates vs reality. These people are not able to send a detailed invoice with the job that was actually performed instead of what was estimated. They will hold your personal items hostage until they get paid what they want instead of billing you for what was truly done. They are also not willing to bid for jobs without a guarantee of work, so as a customer you will not be able to compare options if you get an estimate from them. After my experience with them, it seems that they do know the way they do business is devious, so they are ok with cutting any corners possible to get your insurance money.

The staff went above and beyond. Everything was quick and easy.

FINAL EDIT: The contents manager and some of his crew came out yesterday and fixed one of the items that were rebuilt incorrectly. The manager also helped me break down and clear out the boxes that were left from the pack back. While not everything was remedied, there was really nothing for them to do by yesterday as I had already cleaned up my house. The crew was very apologetic about the state of things, and while that doesn’t make it right, people are human and do make mistakes and I do appreciate the extra time they took to attempt to make things right. Will add a star to my review.<br><br>EDIT TO THE EDIT: My husband’s urn is on our fireplace. Family who had been checking my mail had been putting it on the kitchen counter out of the way. However when the contents team came in, and touched the things in the kitchen they were asked not to touch, the stack of mail was moved off my previously clean kitchen counters for them to stack boxes on the counters. Where did they move the mail? Oh, they just put it on top of my dead husband. Zero care for the uniquely devastating situation my family is going through. I am appalled.<br><br>EDIT: We were out of town when we had our repairs done. I came home to a completely filthy house, the final clean was never done, even though roughly $400 was included on the estimate for a final clean, the new floors are completely filthy, items I didn’t want touched were carelessly shoved around by the contents team, and there were DEAD ROACHES. All over. My house. I have never had roaches in my house. Not to mention the master bathroom (a room that was not damaged and should not have been touched) is full of items that they just moved in there and stored to the point where I can barely walk into the room, my baby’s wooden crib is in the SHOWER along with her mattress and some other valuables. If the faucet had been bumped just a little and water turned on, things would have gotten soaked and ruined (I have yet to check that but will check when I get to it and update this accordingly if needed). Things I had organized in my kitchen, away from the area being worked on, before me and my kids left, that I left very clear instructions not to touch, were moved around, stacked on top of each other, etc. I was told the kitchen items I packed weren’t touched the entire time we were gone and they absolutely were. My husband died in April, 3 weeks after I’d had a c-section, and we had a water leak the week after he died so most of the things in the kitchen were his belongings that I did not want touched so I carefully packed them myself and set them somewhere I thought was safe - no, every single thing was moved, stacked, touched, boxes unpacked and repacked, I have never been so angry in my life. My kids and I left to stay with family because I needed help as a new widow healing from surgery with 3 kids, and we needed floors fixed from the water leak, so I did not see the house fully except for a video of the new floors before signing my cert of completion. Do not sign your cert of completion until you lay eyes on the house in person. Our project manager was great, the floors and new baseboards look nice, everyone I spoke to were very professional, but the state my house was left in after the repairs, and the complete disregard for our belongings really. REALLY. Pissed me off.<br><br>ORIGINAL: (before we got home) Great experience with Team Shaw, our repairs were done a week earlier than scheduled. The packout team handled our belongings with care. Thank you!

I was contacted by Servpro through a cold email that was sent to my personal address instead of my business contact. I responded professionally, asking for more details about their Emergency Response Profile and how they obtained my email. I never received a follow-up.<br><br>If you’re reaching out to businesses, I’d recommend using official contact channels and following up when a response is given.

They talk a good talk but if you use them, be sure to watch over your rebuild estimate (scope of work) because they will expect to get all the insurance money but they will cut every corner and not do things that they r getting paid to do! They never sent in Itel on our (Expensive, high quality) carpets so insurance paid minimum.. luckily we had some of the LVP still around so that got sent in months later and insurance did increase the supplement for that but this place is rediculous!!!

Pete and Sean are the best! So timely and sweet and helpful and smart and THE BEST!

Good for mitigation. A nightmare for reconstruction. Delayed my project several times. Had to work with several different PMs and they even inadvertently ended up causing further water damage during the reconstruction and, of course, took no responsibility for it.

It is sad to say that this review will not sound like most of the other reviews. My experience with ServPro Team Shaw has been one of "Promises Made, Promises Not Fulfilled". For a one room restoration project, it has taken a full 6 months, plus and has been, without a doubt, the worst experience I have ever had in any kind of a construction related project, and I have been in a construction related field for almost 50 years. Little adequate communication (other than words without action), some of the trades are proficient while others cannot get the job performed properly after several attempts, my project goes for several days (even a week) without any trades on site, inadequate construction supervision by the Team Shaw Project Manager and personnel, 4 windows and 2 doors, that I was assured could be acquired in a couple days remain in acquired after almost 3 weeks, and, at times, it feels as if my concerns seem to create an atmosphere where Team Shaw puts my project on the back burner to "show me" who is in charge. I have tried following the proper channels but still cannot get the requisite attention to get my project completed. For those who have had a better working relationship and outcome with ServPro Team Shaw, I am glad that things have worked out well, unfortunately I cannot say that I can share your joy.<br>Benjamin - Pantego, TX

Dave and Dom visited my home to inspect the potential damage.<br>They were thorough to check and explain details. They were honest to tell there is no damage and did not recommend any unnecessary services.<br><br>I highly recommend ServPro and Dave/Don’s expertise.

Lonnie and Herbert at the Tyler team for Servpro are just the best. Unfortunately, I’ve had to use Servpro for significant flooding several times. But they always provide outstanding customer service. Jarrod leads a great team.<br>Last week, Lonnie and Herbert came out and were no exception. They quickly assessed the situation, were timely, and followed up as promised.<br>Thanks Servpro. Shannon Dacus

I have had Servpro services in the past, but nothing comes close to Team Shaw. Our Servpro team headed up by Anthony Legnon was outstanding! The team was always on time and very focused on the job at hand. The care they took to cover undamaged floors and things that could not be removed, as well as seal up the rooms being worked on, was beyond impressive. Anthony was personable, informative and always accessible when something unexpected popped up. Team Shaw went above and beyond to serve our need and lift our hope and vision for recovery.

I would highly recommend using Servpro. Both Zach and Kole were the most amazing! They were so helpful and walked me through everything. They did an excellent job during the whole process. I was so grateful for the texts and updates on what they were doing since I had to be at the office. They were very diligent on safety and any concerns or questions I had. Thanks Zach and Kole for making me feel at ease.

Josue is the best!

Awesome company. Josue has been amazing with communication and general help regarding questions. Really appreciate everything!

Dave, Kole and Kyle were wonderful to work with. We had water damage from a broken water heater, affecting our family room, laundry room and garage. These Servpro professionals made us feel very comfortable with their knowledge and explanation of what they would be doing. Dave was very prompt in returning my texts and easy to talk to. We could not have asked for more help during this stressful time. We would highly recommend them for any restoration needs.

Henry and Joe were amazing. They helped and over communicated every step of the way. Would highly recommend them!

Had Servpro out to fix water damage from a dishwasher. The whole process was extremely easy, they responded quickly and worked directly with my insurance company to get it taken care of. I worked with Andrew and Griffin from their team and they were great, went above and beyond. Would definitely use them again.

Highly recommend! I called them to do a moisture check on our house for a previous roof leak. They were incredibly prompt and communicative every time I called. My administrator Briana was kind, organized and great with communication and the tech Jimmy went above and beyond in looking for moisture damage in our home. This team made us feel very secure in moving forward with our house projects knowing our home is in good shape. Will definitely use them again!

Trey and Eddie were absolutely amazing! Here super quick and helped.get the smell out! We will call them every time!

I made the call at 4am<br>Very quick prompt response, some was out immediately and probably save a lot of my home decor and valuables.<br>Andrew and Cole of Servpro were incredible!! Efficient, very knowledgeable worked clean and responsible, I highly recommend Servpro<br>5 stars ⭐️

We are so thankful for the job this company did for us . I did not think they would ever be able to dry up all that water, but they did it in good time. Andrew worked hard and was very efficient and timely. Thank you for a great job done.

I had water damage from a few months ago and finally finished the flooring.<br><br>The team was very responsive. They explained the entire process and worked with insurance on estimate and followed up with the insurance at least twice a week.<br><br>When the insurance finally approved, the rest went smoothly. They finished the work ahead of schedule and with good quality. I was very happy with the work and was glad the work got completed within my time window constraints.<br><br>Shout out to Rebecca Damian and Luis Sarria from team Shaw! Highly recommended and I would definitely consider them for future remodeling projects.

Step 2 with ServPro for our plumbing leak repair. Luis Sarria, a Construction Estimator, came out to measure the hardwood floors, tile floors, walls and ceiling to be painted to provide an estimate to our insurance company on the cost of repair. Luis was very professional, experienced, on time and knew what he was doing. He answered all of our questions thoroughly and had great suggestions . Like the demolition team before him, Luis gave a great first impression for the reconstruction team and we will likely use ServPro for the installation and painting that needs to be done.

Although through unfortunate circumstances we had to call ServPro, we had a great experience with them. Griffin was very professional and responsive when we needed answers. He showed up on the holiday and even kept us updated on his days off. We are so glad we chose ServPro.

I was really impressed with Servpro. Very professional and informative. I worked with Briana, Jean and Carlos and they were all great. They answered all my questions and provided a top notch cleaning. Would definitely recommend.

Excellent, honest service. Chris and Kole were very friendly and helpful.

The Technician was very professional. In addition, he was eager to answer all our questions. Highly recommend.

Pass on this company! We tried to use them for duct cleaning. They charged $250 to provide an estimate, and screw you on the pricing the job. I have 3,000 sf house and their estimate was $5k. Just fyi and best of luck finding a credible company.

Sean gave exceptional service walking me through my flood damage process. He answered all my questions and was available for any additional questions through out the process. I highly recommend Servpro to anyone who experiences this stressful situation.

Awesome service from Jessica, Henry, and Ryan 😎 really and truly a great experience working with this team to get our property back on track. A- Team right here 👆

Great professionalism and attention to detail. Zach Beres was on it. Here every day, explained everything. He was very careful in house with equipment.

Chris and Devin were amazing! They were great at communicating what they saw, what they were doing and with letting us know how progress was going. I would use them again and recommend them without hesitation

We suffered water damage from the cold weather in December of 2022. Servpro came and did a fantastic job of removing all of the damages. I would highly recommend them again.

Chris was on time, respectful and gave me his honest opinion on the cost and necessary repair for our water damage. I really appreciated his service and would definitely recommend!

Chris and Devin came out and inspected the water damages to my home. We’re very professional and gave me a quote. If I need restoration services in the future I will definitely give them a call.

We had a pipe burst in the ceiling of our home. Servpro came out right away and helped us get the water out of our house. They helped clear out things for trash as well as move our furniture out of the house. They worked well with my insurance and had great communication.

Excellent service especially hardworking Chris and Devin. Awesome hard worker resourceful workers. Answered all questions.

Dakota and his crew did great, they were very responsive and check on our unit multiple times during the drying of our walls after a pipe burst in an apartment above ours.

Dakota and his crew were so fast quick and helped us when we were in need. They were so professional and kept well communication through the whole process.

After coming home to a slab leak, my insurance company dispatched ServPro. I have been working with Trey, Delvin & Bri and they have been a much needed source of relief during this uncomfortable experience. All three (Trey, Delvin & Bri) have answered all of my questions and made this otherwise horrible experience bearable. They went above and beyond to make sure my insurance company was informed about the damage to my home and that all was done to remediate the situation to prevent further damage.