ServPro Review: What to Know Before You Hire – Tested by Bob Vila

When a pipe bursts at 2 a.m. or a kitchen fire leaves your cabinets smelling like a campfire gone wrong, you don’t have time to interview a dozen contractors. That’s why names like ServPro tend to pop up firstoften recommended by your insurance company or that one neighbor who “knows a guy.” But is ServPro really the best choice for emergency cleanup and restoration, or just the most visible brand with a lot of green vans?

In this in-depth ServPro review, we’ll walk through what the brand actually does, how the process works, what Bob Vila’s testing team found, and the real pros and cons you should weigh before signing any work authorization. We’ll also compare ServPro to other major restoration companies, unpack pricing and insurance issues, and share practical, real-world hiring tips so you can make a confident decision when disaster strikes.

What Is ServPro, Exactly?

ServPro (often stylized as SERVPRO) is a nationwide cleanup and restoration franchise specializing in water damage, fire and smoke cleanup, mold remediation, and related specialty cleaning. The company has been in business for more than 50 years and operates thousands of locally owned franchises across the United States, making it one of the largest restoration networks in the country.

ServPro markets itself with the slogan “Faster to any size disaster,” emphasizing 24/7 emergency response and the ability to handle everything from a minor washing machine leak to a full-scale commercial fire. Typical services include:

• Water damage mitigation and structural drying
• Fire and smoke damage cleanup, including odor removal
• Mold assessment, containment, and removal
• Storm and flood damage cleanup
• Sewage and biohazard cleanup
• Carpet, upholstery, and duct cleaning

Because ServPro is a franchise system, each local office is independently owned and operated. That means your experience can vary significantly depending on the specific franchise and its managementan important theme we’ll come back to later.

How ServPro Works: Step-by-Step

While details vary by location and project, most ServPro jobs follow a similar general process:

1. Emergency Contact and Initial Response

You (or your insurance company) call the local ServPro franchise. Many homeowners first encounter ServPro because their insurer recommends or dispatches them as an “insurance-preferred” contractor. These big-name brands often have national agreements with insurers, which can speed up the referral and approval process.

The franchise schedules an on-site visitoften within hours for active water or fire damageto assess the situation and stabilize the property.

2. Inspection, Scope, and Authorization

A technician or project manager inspects affected areas, uses moisture meters and sometimes thermal imaging to detect hidden water, and explains the proposed scope of work. For water damage, this might include removing wet materials, setting up dehumidifiers and air movers, and doing daily moisture checks.

Before work begins, you’ll typically sign a work authorization form. If insurance is involved, the franchise often coordinates the estimate and billing directly with your insurer, which can simplify the paperwork for you but also means you need to read what you’re signing very carefully.

3. Mitigation and Cleanup

ServPro’s team performs emergency mitigation: extracting standing water, removing soaked carpet or drywall, cleaning soot, installing drying equipment, or setting up containment for mold remediation. For mold jobs, they typically isolate the area, run air filtration devices, remove contaminated materials, and clean remaining surfaces with specialized products.

4. Drying, Monitoring, and Documentation

Over several days, technicians return to monitor moisture levels and adjust equipment. They should also document conditions with photos, measurements, and job notesdocumentation your insurance company will want to see. Many ServPro franchises emphasize their ability to streamline the claims process and provide detailed records for adjusters.

5. Build-Back or Referral

Some ServPro locations offer full reconstruction services (replacing drywall, flooring, trim, and finishes), while others focus strictly on mitigation and refer you to separate contractors for rebuild work. Always ask upfront which pieces they handle and which you’ll need to outsource.

What Bob Vila’s Testing Team Found

BobVila.com’s team evaluated ServPro’s services as part of a broader look at mold remediation and restoration companies. Overall, their verdict was that ServPro delivers thorough and professional cleanup at a competitive price, with responsive employees who are quick to schedule and complete jobsespecially for water damage restoration.

The review highlights several strengths:

• Fast response and scheduling for urgent water and fire damage jobs
• Capability across multiple damage types (water, fire, mold, storm, specialty cleaning)
• Direct coordination with homeowners insurance, which can simplify billing and payment
• Professional equipment and trained technicians using industry-standard methods

However, Bob Vila’s testing also underscores thatas with any franchise systemquality can vary by local operator. Your experience may depend heavily on the individual franchise’s leadership, staffing, and communication style, so due diligence at the local level is still essential.

ServPro Pros and Cons at a Glance

ServPro Pros

• Huge national footprint: With thousands of locations, ServPro can often respond quickly, even during regional disasters when local contractors book up fast.
• Wide range of services: From water extraction to mold remediation to smoke odor removal, you can usually get multiple needs handled by one company.
• Insurance integration: Many franchises work directly with insurers and are familiar with claims processes, documentation, and preferred pricing structures.
• 24/7 emergency availability: For emergencies that can’t wait until morning, ServPro’s round-the-clock dispatch is a major plus.
• Strong review volume overall: ServPro cites tens of thousands of positive online reviews and a high overall satisfaction rate across its system (though individual franchise reviews vary).

ServPro Cons

• Franchise variability: Some locations get glowing reviews, while others are heavily criticized for poor communication, workmanship, or follow-through.
• Potentially high pricing: Several third-party and consumer reviews complain about steep costs, especially for equipment rentals and demolition.
• Pressure in an emergency: Homeowners dealing with flood or fire may feel rushed to sign paperwork without fully understanding the scope and cost.
• Insurance-first mindset: Being insurance-preferred can be convenient, but it may sometimes prioritize insurer processes over homeowner preferences, depending on the franchise.

How Much Does ServPro Cost?

ServPro does not publish a universal price list, and you won’t typically get a flat fee quote on the website. Pricing depends on:

• The type of damage (clean water vs. sewage, light smoke vs. heavy structural fire)
• The size of the affected area (square footage and number of rooms)
• How long materials have been wet or damaged
• Materials involved (carpet vs. hardwood vs. plaster vs. custom built-ins)
• Local labor and equipment rates

Like most restoration companies, ServPro often uses industry-standard estimating software that insurers recognize. That can reduce back-and-forth on claim approvals, but it doesn’t mean you shouldn’t ask for a detailed, line-item estimate. In fact, you should:

• Request a written scope of work with itemized charges.
• Clarify whether you are responsible for any deductibles, upgrades, or non-covered items.
• Ask how long equipment will remain in place and what the daily charges are.

Because many ServPro jobs are tied to insurance claims for water, fire, or storm damage, you may not see every dollar out-of-pocket. But if your issue isn’t coveredor if you’re paying upfront before reimbursementcost transparency becomes even more critical.

When ServPro Is a Good Fit (and When to Think Twice)

ServPro Is a Strong Candidate If:

• You have an active, urgent problemlike a fresh water leak, recent fire, or active mold growthand you need a fast, professional response.
• Your insurance adjuster recommends ServPro and you want a contractor who already understands that carrier’s processes.
• You prefer a one-stop shop that can handle mitigation, cleanup, and possibly reconstruction, instead of coordinating multiple smaller contractors.
• Local online reviews for your specific franchise are consistently solid, with detailed positive feedback about communication and follow-through.

Consider Other Options If:

• Your local ServPro franchise has a pattern of negative reviews mentioning incomplete work, surprise charges, or poor communication.
• Your project is small, non-urgent, and easily handled by a local handyman or small contractor at a lower rate.
• You prefer to vet several independent restoration companies instead of going with an insurance-preferred contractor.
• You want more direct control over the scope and cost rather than relying on insurer–contractor agreements in the background.

ServPro vs. Other Restoration Companies

ServPro competes with a handful of other large restoration brands, including ServiceMaster Restore, Belfor, Restoration 1, Rainbow International, and PuroClean. These companies also operate national or regional networks and often serve as insurance-preferred contractors.

At a high level:

• ServiceMaster Restore focuses heavily on restoration, sometimes leaving non-core cleaning services to partners or sister brands.
• Belfor is known for large-scale, complex commercial projects and catastrophe response.
• PuroClean and Rainbow International offer similar water, fire, and mold services through smaller franchise networks.

For the average homeowner, the differences often come down to:

• The quality and reputation of the local franchise or branch
• Responsiveness in your specific area
• Willingness to communicate clearly about scope, cost, and scheduling
• Your comfort level with the project manager and crew

In other words, “ServPro vs. ServiceMaster” isn’t a one-size-fits-all decisionyour local branch’s track record is what truly matters.

Real Talk: What Customers Actually Say

Looking at user reviews gives a more nuanced picture than any brand brochure. Across the system, ServPro highlights a large volume of five-star Google reviews and a high overall sentiment score.

But on independent consumer platforms, reviews are mixed, with some customers praising quick response times and professional crews, and others complaining about:

• High or unexpected bills after work is completed
• Jobs left unfinished or poorly cleaned
• Damage to personal property or frustrating communication

Some negative reviews mention feeling taken advantage of during a stressful emergency or being surprised by how much equipment rental and demolition added to the final bill.

The takeaway isn’t “never hire ServPro”it’s “never hire any restoration company without reading local reviews, asking questions, and insisting on clear documentation.” In an emergency, you may not be able to shop around for days, but you still deserve transparency and respect.

Key Questions to Ask Before You Hire ServPro

Before signing anything, ask your local ServPro franchise (or any restoration company) these questions:

1. Are you handling mitigation only, or also reconstruction? If they don’t do build-back, ask who they typically partner with.
2. Can I see a detailed, written estimate? Request line items for demolition, drying equipment, labor, materials, and any specialty services.
3. How will you communicate with my insurance company? Clarify whether they bill directly, what you’re responsible for, and how change orders are handled.
4. How often will you check moisture levels or job progress? Ask who your main contact will be and how often they’ll be on-site.
5. What is your estimated timeline? Get an approximate drying period and total project length, understanding that conditions may change.
6. Can you share local references or recent reviews? Look for detailed feedback from homeowners with similar issues.

Step-by-Step Hiring Checklist

Here’s a quick, practical checklist to use when considering ServPro:

• ✅ Check local reviews on Google, Yelp, and independent sitesnot just the corporate homepage.
• ✅ Confirm 24/7 availability if you’re dealing with active water or smoke damage.
• ✅ Ask for a written scope and estimate before heavy demolition or equipment setup (when possible).
• ✅ Clarify insurance detailswho’s paying what, when, and how much you may owe out-of-pocket.
• ✅ Get everything in writing, including any changes during the project.
• ✅ Document your home with your own photos and videos before and after work.

FAQs About ServPro

Is ServPro good for water damage?

Yes, water damage mitigation is one of ServPro’s core specialties. The brand’s size and 24/7 availability make it a strong contender for floods, burst pipes, or appliance leaksparticularly when quick response is vital to prevent mold and structural damage.

Does ServPro work with my insurance company?

In many cases, yes. ServPro franchises often work directly with insurers, providing documentation and billing that align with the claims process. However, you are still the customerstay engaged, ask questions, and make sure you understand your financial responsibility.

Is ServPro expensive?

ServPro’s pricing is generally in line with other large restoration firms using standardized estimating tools, but individual customers have reported both fair and high bills. Because each job is unique, you should focus on getting a clear, itemized estimate and asking about any potential add-on costs before work proceeds.

Can I choose someone other than ServPro if my insurance recommends them?

In most cases, yesyou can choose any licensed, qualified contractor you prefer, though you may want to confirm specifics with your insurer. Insurance-preferred status is about convenience and pre-existing agreements, not exclusivity.

Real-World ServPro Experiences: Lessons From the Field

To really understand what hiring ServPro feels like, it helps to imagine a few common scenarios homeowners faceand what tends to go right or wrong.

Scenario 1: The 2 A.M. Pipe Burst

You wake up to squishy carpet and the unmistakable sound of running water. After shutting off the main valve and having a brief, emotional moment with your coffee maker, you call your insurance company. They quickly recommend ServPro, explaining that “they’re one of our preferred vendors” and can be on-site within a few hours.

The local ServPro crew arrives, takes moisture readings, pulls up soaked carpet, and sets up a forest of loud green fans and dehumidifiers. They explain that they’ll bill your insurance directly and that your only immediate cost is the deductible. Over the next few days, they return to monitor drying progress, document everything, and remove equipment once moisture levels drop back to normal.

In the best-case version of this story, the crew is friendly, explains every step, and leaves you with a dry, clean space ready for new flooring. Your claim goes smoothly because the documentation is complete, and you’re mostly just annoyed at the noise of the fans and the disruption to your routine. In this scenario, ServPro’s scale, 24/7 availability, and insurance integration are huge advantages.

Scenario 2: The Mold Surprise in the Basement

Months after a minor leak, you notice musty odors and discoloration on a basement wall. You call your local ServPro for an inspection. They confirm mold growth and recommend containment, removal of affected drywall, HEPA air filtration, and cleaning of nearby surfaces.

Here, the quality of the local franchise really stands out. A strong team sets clear expectations: what will be removed, what will stay, how long containment will be in place, and what the basement will look like afterward. They give you a detailed estimate, explain which parts may or may not be covered by insurance, and walk you through every step of the process. The job is messybecause mold work always isbut organized.

In a weaker franchise, you might get a vague scope, minimal explanation, and a bill that feels larger than expected, with add-on charges for equipment or extra demolition you didn’t fully understand. This is where reading local reviews and asking detailed questions ahead of time can protect you from disappointment.

Scenario 3: The Fire and the Paperwork Avalanche

After a small kitchen fire fills your home with smoke, the damage looks more cosmetic than catastrophicbut the smoke odor is intense. A ServPro estimator explains that cleaning will involve surface wiping, deodorization, and possibly repainting or refinishing in some areas. They also outline the mountain of insurance paperwork heading your way.

One of ServPro’s strengths in situations like this is familiarity with fire and smoke claims. They know what adjusters typically look for, how to document soot and odor damage, and which cleaning methods insurers are willing to pay for. That can reduce headaches and help you avoid missed details that might otherwise delay your claim.

But even with that expertise, you’re still the homeowner living through the disruption. The best outcomes happen when you pair ServPro’s technical and insurance know-how with your own proactive oversight: reading documents, asking questions, and keeping your own photo record.

What These Experiences Have in Common

Across all of these scenarios, a few patterns emerge:

• Speed matters. ServPro’s large network is a genuine asset when time is critical.
• Communication is king. The difference between a “great” and “awful” experience often comes down to how clearly your local team explains the process and costs.
• Insurance is both a help and a complication. Having a contractor who knows the claims process is valuable, but you still need to understand what you’re signing and paying for.
• Local franchise quality is everything. Nationwide branding doesn’t guarantee identical service; you’re hiring a local business backed by a national brand.

If you go into the relationship with your eyes openarmed with questions, realistic expectations, and a willingness to advocate for your homeServPro can be a powerful ally in getting your space back to normal after water, fire, or mold damage. If you hand over full control without understanding the plan or the price, any restoration company (ServPro included) can become an unwelcome second disaster.

Final Verdict: Is ServPro Right for You?

ServPro is one of the biggest names in cleanup and restoration for a reason: huge coverage, 24/7 response, broad service offerings, and deep experience working with insurers. Bob Vila’s testing and industry comparisons suggest that, when run well at the local level, a ServPro franchise can provide professional, effective mitigation and cleanup at competitive rates.

The flip side is that franchise variability and emergency-pressure decision-making can lead to frustration if you don’t ask the right questions up front. The smartest move is to treat ServPro like any other contractor: verify reviews, demand clarity on scope and cost, and stay engaged from the first fan they plug in to the final walkthrough.

In short: ServPro can absolutely be worth hiringespecially when every minute countsas long as you choose a solid local franchise and protect yourself with informed, proactive oversight.