ServiceMaster Restore of Victoria

We recently experienced a large flood in our home from a faulty upstairs toilet that flooded through our ceiling to the bottom floor below. All was covered through insurance, but essentially almost all of our flooring needed to be replaced, drywall redone, damage mitigation, paint, etc,. We were offered service from our insurance company through Service Master, which we accepted as our insurance company would provide a 2 year warranty on any work done. Now, our flood occurred a few days prior to the Covid outbreak in March, thus we were extremely understanding that this project would likely take longer than normal to complete due to the demands on an essential service. Unfortunately, we were assigned a project manager who could not seem to manage basic communication regarding our home. He screened calls from us but would take calls from his coworkers (who called him when he didn't answer for us). He misquoted our project on multiple occasions because he didn't actually come out to the site prior to writing them, and multiple rooms that were damaged were missing on the quotes. He severely underquoted the job, and then had the audacity to call us and ask us for money so he wouldn't have to eat the costs of the job. He then asked if we would call the insurance company and convince them to give him more money. We reported this to our insurance company, and supposedly the owners of service master and our insurance company had a huge meeting regarding this unprofessionalism. However, we never once heard from Service Master directly apologizing on behalf of their employee's actions. Further, after this occurred, this project manager was left on our house as project manager, but we were only to make contact with an assistant who would relay information between us and him. He wouldn't speak to us directly. This wasn't even the worst part of this project, as on multiple occasions we had workers show up without providing us notice. We once went to get groceries and returned to find two employees in our bedroom closet, as they were told to "rip out the floors". (We had already agreed with the project manager that our bedroom floors would remain intact until we were able to be temporarily moved out). We were absolutely appalled that they just let themselves into our home and bedroom without any notice. This happened on multiple occasions, that workers would show up to complete tasks without informing us they were coming (during a pandemic). On multiple occasions we were told our house was complete and that we could move home, only to find it completely uninhabitable. On the second occasion the project manager said we could move home, we asked a neighbour to go over and check that the work was complete, and found that there was still drywall and paint being done, the sink was not hooked up or kitchen cabinetry completed, and THERE WAS NO FURNITURE. Further, our project manager tried to convince us that he couldn't find our original baseboards anywhere (we bought them at Home Depot). He, on multiple occasions, asked us to switch to flat, plain baseboards instead because Service Master had those on hand. He also said it would take "weeks" to order in our baseboards and it would be our fault if the project was delayed...even though we eventually pointed out to him that they needed not be ordered, but just picked up at Home Depot where they currently were in stock. Finally, we returned home to find our home painted ENTIRELY THE WRONG COLOR. Fortunately, it was a color that worked out and did not ruin our home, but to say I was disappointed was an understatement, when all they were supposed to do was color match the existing walls. And lastly, here we are 6 MONTHS later, and I am still waiting for them to reseal my kitchen sink....for the second time. We came home for the first time and the sink was just left unsealed (we only found out after water had been leaking down into our cabinets for weeks). They sent someone out to reseal it and it wasn't done correctly so it needs to be done again. This has been a nightmare, save yourself.

after a flooded kitchen (and most of the house) servicemaster did a great job with the restoration, Karen made sure everything was taken care of as needed, Floyds painting was perfect, the baseboards look great, all the work from the whole team from needing contents shuffled for various contractors to solving problems left behind by other contractors great work. save a few quoted hours being off (more of an issue with insurance) the work was perfect and couldnt be happier.

Our refrigerator broke and flooded the kitchen and the room below it. After a call to the insurance company, Service Master arrived with large fans and began the process of drying out walls and flooring. Eventually all of the flooring throughout the house was replaced. The various workers were all very prompt, professional, polite and knew their jobs. At the end we did not exceed the budget allocation. Service Master did all of the coordinating and we never had to leave the house or make calls to try to set up repairs.

HUGE THANKS to the team at Servicemaster Restore of Victoria for helping us navigate the unfortunate water damage to a couple of units in our strata complex. Special thanks to our Assistant Project Manager Jessica Lloyd for co-ordinating all the moving parts and answering all our questions 24/7. The work was done quickly, efficiently, on-time and within our budget. It made the entire process as painless as possible for us. I would highly recommend this company...and please promote Jessica and give her a raise!!! She is KILLING IT!!! :) Robin Farrell - Mornings with Robin & AJ, Ocean 98.5

I had a broken pipe in a wall in the middle of the night a few weeks ago. Jessica and Amy arrived quickly and immediately started damage control with a fan and dehumifier. Their professional expertise, effective communication, and calm demeanours were essential during the emergency. They even took the time to talk me through the future steps of the repair so I would know what to expect. Without their rapid response, the water damage would have been much more severe. If I need restoration services in the future, I will be requesting these two again!

Our house flooded and I called them in tears. They had a team on the road to use immediately. The crew worked quickly, was professional and did an awesome job dealing with insurance and talking me through what was going on. Highly recommend.

A pipe burst in the wall of our apartment building in the middle of the night. Jessica and Amy were absolutely amazing and helpful! The communication through the entire process was clear and I always felt like I knew what was going on. I highly recommended Jessica and Amy! Thank you for all of your hard work the past few days!

Service Master Restore has attended to two basement suite floods I have had within the last two years (25 years in my home with no floods prior!). I cannot speak highly enough of Josh Day, Roberta White, Ryan Menzies & their entire crew who worked on my property. Both Josh & Ryan called me immediately following my second flood & I was so happy to have them perform the restorations yet again! All involved were prompt, professional & courteous. Further, the communication during the process was excellent. If there was a 10 star rating available, they would get it! Thanks again to all of the crew! Cindy Rainey