SERVPRO of Memorial West, NW Houston

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.

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.

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 !

This review is a warning for those in the West Houston area that are business owners dealing with insurance claims. The on-site cleanup crew (Manny, Eric, Kathleen, & Sonya) did good work. They were professional and communicative during the actual remediation, and I want to acknowledge that clearly. What’s important to note is that the branch manager at SERVPRO will ask for a review while the work is still actively happening. I chose to pause. Flooding is already a stressful experience, and I wanted to wait until everything was complete so I could evaluate how the situation was handled end to end. I’m glad I waited. This project stemmed from a flood and an active insurance claim. Despite that, once the work wrapped up, communication shifted dramatically. Payment pressure increased, reminders escalated, and lien threats were introduced far earlier than appropriate and without accurate information. For Texas business owners: subcontractors and suppliers on non-residential projects (which SERVPRO often acts as) must follow strict statutory timelines for pre-lien notices and lien filings. -- First-tier subcontractors must send notice by the 15th day of the 3rd month following the month work was performed and unpaid -- Liens cannot be filed until the 15th day of the 3rd month for residential & 4th month for non-residential -- Notices must be accurate and properly delivered Those timelines were not respected here. The lien documentation itself also contained incorrect mailing information, which raises serious concerns about diligence and professionalism. Instead of coordinating directly with the insurance carrier or clearly communicating status, there were repeated reminders, probing calls, and fear-based escalation tactics... even though the claim was actively being processed and ultimately paid exactly as negotiated. Payment was made. The invoice was resolved. But the experience was unnecessarily stressful and damaging. I’m not surprised this company has a high star rating. It makes me wonder how many of those reviews were earned at the very beginning of the process versus at the end, when leadership, communication, and integrity are actually tested. If you’re a business owner, especially in Texas, know your rights, document everything, and evaluate the entire experience before leaving a review. The work in the field may be solid, but how things are handled afterward matters just as much.

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.