ServiceMaster Restore of Lanark County - Smiths Falls, Ontario

Ednadawg M.

The 1 star is because this "emergency" service failed me when desperately needed. The timing, from initial call until the service technician contacted me, was adequate (0247am-0303am) and he arrived at my house within 42 minutes. The lad that showed up, Jesse, is a true professional and extremely friendly. He was quick to assess the immediate issue and knew just what to do. He worked very hard to get the equipment properly setup, but this companies lack of adequate equipment maintenance, left him unable to perform his task at hand.
I had very rapid flooding of my basement, and the gas powered water pump failed to move a single drop of water. Jesse did everything he could to help me out, but service master is who owes me an apology. I now have 12" of water in my basement, and the damage is going to cost a fortune.
I don't think I would feel comfortable recommending this company to anyone.

Shelley B.

One word - HORRENDOUS! One of the worst experiences of my life! I had them rebuild my first floor of my house after another flood destroyed all but the walls. They removed contents and resisted. Then the nightmare began. My insurance company advanced Service Master money to cover the cost of my new kitchen. Despite this, Service Master withheld the deposit money needed to begin kitchen cabinet installation despite having confirmed with the kitchen installer the week before they would have the cheque ready. A day before installation, no cheque. Service Master lied to me and told me they didn't know the deposit was due and didn't have time to get the cheque prepared (despite them having installed multiple kitchens over 2 years with this same kitchen installer so they have known for 2 years what the payment terms and conditions are). Kitchen installer sent me their texts they had received from Service Master the week before confirming they'd have the cheque in time to start installation. Thanks to my insurance company we went around Service Master and paid the kitchen installer directly.

There were numerous other problems with work not being done on time and complete lack of communication (for weeks at a time despite my attempts).

Icing on the cake was their staff's intimidation tactics to pressure me to sign off on the job when I hadn't even had time to inspect a fix they did to
the hardwood flooring (first attempt to fix it was abysmal). They wanted me to sign off before inspecting it. I said no. Their staff told me I better be prepared for the consequences if I don't sign off immediately. I called the police and reported the threat. ONLY good thing about this company is Glen, their lead builder. He's outstanding.

In response to Service Masters comment, below, on my review, little of what Service Master wrote reflects the facts of the situation. I only deal with facts, not misinformation. For example, I have the texts from the kitchen installation company showing Service Master committed to providing the payment on the due date. Service Master did not meet this obligation. They did not make the payment. There were no issues to resolve before installation. That is complete fiction. The fact is that Service Master has tens of thousands of dollars from my insurance company to pay the kitchen isn't company and yet would not pay the instalment on the day they promised to do so. That is a fact. I have the proof. And when my insurance company called the project manager to find out why they were obstructing the kitchen installation, the project manager said his boss (owner of Service Master of Lanark) told him not to deliver the payment. There were no issues to resolve prior to installation. That is false. Service Master failed to meet their contractual obligations and lied to me about why. I have all the proof in writing.

Re the BBQ, that was a comment I made directly to Glen, Noor and Sarah, the field staff who were the ONLY positive part of the entire nightmare with Service Master.

And calling the police was absolutely necessary for my own protection because two Service Master employees issued threats to me if I didn't sign off on the completion form, there would be consequences. That is a fact. You were not there so your comment is purely conjecture. I had not yet had an opportunity to inspect the work that had been completed minutes before the request to sign and in the middle of a work day when I was at work. As a client I have the right to inspect the work before signing off. I was pressured and then threatened to sign before having time to conduct my inspection of the work. That is a fact. And it is why I called the police. Nobody gets threatens me in my own home, without accountability happening for those threats.

Furever F.

Do NOT allow your insurance company to send these people out. My fire was in Aug. they ripped my siding off months ago exposing my Mansfield, destroyed my fence doing gravel, the grade in yard permitted yard to flood, left burnt items still in yard and promised in Dec they would start repairs in 2-3 weeks.

Joseline M.

Our insurance connected us with Kacey at ServiceMaster for a basement restoration, and I couldn't be more impressed with the outstanding service they provided. From start to finish, their team exhibited professionalism, expertise, and genuine care for the task at hand. The communication throughout the process was exceptional, with clear explanations of the steps involved and regular updates on the progress. The team arrived promptly, well-equipped, and ready to tackle the job efficiently. They ensured that every aspect of the restoration as well as the additional work I requested was handled promptly. They not only met but exceeded my expectations in terms of quality and timeliness. Moreover, the entire crew demonstrated a remarkable level of respect for my property, family and personal space, which I greatly appreciated.

Overall, I highly recommend ServiceMaster for any restoration needs. Their dedication to excellence and customer satisfaction truly sets them apart. Thank you, ServiceMaster, for a job well done!

Jacob P.

Seeing some of these reviews, I can't say I'm surprised. Our insurance company provided us with ServiceMaster of Lanark County whom is based out of Smith Falls. We dealt directly with the General Manager. Let me start off by saying they are not honest. We found out they were claiming absurd amounts of expenses on our 'Claim #'. After some investigation, we found out they were wrongfully overpaid and actually owe us money back. We contacted the Insurance company and they were under the impression ServiceMaster was rightfully claiming payments on work completed. We will be following with legal action as our insurance company confirmed they will be backing us on this. If you decide to use them, please proceed with caution and have everything documented. Only reason our Insurance company is backing us is because of all the documentation we have. I DO NOT recommend them. Used them in Ottawa, ON.

SM S.

My husband and I have water damage in our roof and ceiling, due to wind - which was already determined by ServiceMasters. We got the assessment report done in February. It took 4 months for ServiceMasters to send the insurance company the assessment report, and they forgot to send the cost estimate, even after multiple follow-ups. The cost will not be completed or sent to my insurance company according to Don. The franchisees owner (Don) FINALLY called me (May 25th and again on the 26th) he ultimately told me to go somewhere else (another company) for asking him when the cost estimate would be sent to my insurance company. When I refused to listen to his excuses and insurance blaming - he proceeded to get upset because I simply wanted to know when the cost would be sent. He was incredibly unprofessional as a business owner. I will be contacting the BBB. I do NOT recommend this company. The owner desperately needs customer service training. He should NOT be a reputable companies representative, nor a franchisee. The guys that work for him were very professional, and very easy to deal with. It’s the owner that needs to change .

John A.

My front bay window broke August 2021, my insurance company sent service master to check the window and provide quote. I was told then the window would be installed in 3-4 months as December rolled around I started calling them still no window and they couldn't even tell be approximately when one would be available. I was told we will call you back and nobody ever would they constantly blame the pandemic. My first window arrived at the end of March. Wrong size, angle and it had a bench which my current one does not. So a new window would need to be ordered, but I was told don't worry a supervisor was measuring this time and it would be a rush order. Well second arrived this month and the supervisor says hey can we wait 1 week I'm going overseas and want to be there for the installation. I agree. The installation day is booked supervisor doesn't bother to show it's Friday🤷. Window is wrong size/angle. The following Monday the supervisor comes back hours after he said he be here to confirm it is the wrong window. 5 people apparently 2 supervisor at least 6 visits and 1 year of waiting and still no window. Spoke with the supervisor Monday it's Thursday he's sorry and is ordering a 3 window I asked for some discount due to how bad this service has been he said he'd call back but hasn't I give up.

Addis H.

I don't usually give review, leave alone bad reviews, but this one was exceptionally the worst service in my life that I had to take the time to review. From experience, Servicemaster dont really care about complaints so they probably wouldn't care about the reviews here. But I will try to explain what happend to me so you save your money and time before hiring incompetence.

About 4-5 months ago, i noticed water stain in my living room ceiling. And because there were 2 bathroom (#1 with only a walkin shower and #2 with jet tub) back to back upstairs right over the water stain marks, I was alarmed and called my insurance. They said it would be much easier if they sent their preferred contractors so they sent in these guys. Because the pockets of water stains on the ceiling got worse when we used the jet tub they tested out bathroom #2 by pouring water everywhere. It turned out that bathroom#2 was leaking through the hole that brings out the pipe for the water supply of toilet flush. Only from spillage on the floor was the leak through this pipe path. They told me they did the caulking. They came back 2 days later and said they checked by pouring water everywhere on the floor and it was solid and no leak was observed, at which point they told this ti me as they have already started patching up the ceiling. I believed them because...you know... they look like a decent company and they had a warranty for their work, where I found out the hard way that this warranty was just a useless piece of paper.

It was 3-4 weeks after that the water marks started to come back faintly. When i tried to reach out to them they said they were busy with snow storm calls and emergency flooding work and they will get back to me after. Waited a month and half with no calls. At this point i thought it would be fair to call them and i did, where the reception took my name and number and would tell me that someone would reach out to me. No one calls back. But i kept calling and after 3 months and about 20 calls, i had someone come and take a look at it, comes, puts a stain blocker on a little bit of the mark, puts some silicon on some corners of bathroom #1 and tells me to call if the stain comes back. As you would guess it came back. Another guy came after another 2 weeks and some 5 phone calls, cuts open my living room ceiling and asks me to pour water on the bathrooms. When we poured water on the floor of bathroom #2 (supposedly fixed bathroom), it was leaking. We also poured water on the floor of bathroom #1 it was also leaking - apparently as I found out later this was a ruse to tell me this is not covered by their warranty. They told me that because bathroom#1 is leaking, servicemaster is not going to repair the hole they cut out in my ceiling unless I cover part of the cost. I asked how much or what percentage i should cover, they tell me that they would call back with an estimate... then guess what they don't call, not really surprised though.

Even though I know that bathroom#2, the fixed bathroom, is the main contributor (stain always gets worse when we use the jet tub which is once in a while and easy to notice the difference - more water spillage on floor in the bathroom when using the jet tub than the walk in shower) compared to bathroom #1 usage, i wanted to hear out the cost sharing they wanted from me but as usual they are trying to exahust me into just leaving it. This, taking message and not calling back, i find is a strategy to exhaust us into giving up. Actually they might have succeded this time because i am tired of looking at my cut open ceiling. Here is a picture of celing and the useless warranty paper they gave me. Maybe I will try contacting BBB as a couple of reviewers recommended here. would have given zero stars if there was such a thing.