SERVPRO of Mountain View/Los Altos

After loosing my home and my prize possession due to a fire, that started 2 houses from mine, I was devastated beyond disbelief. I was in a position where I didn’t know how or where to begin. I called SERVPRO and spoke with Josh he was very professional and had excellent customer service skills. He proceeded to educate me on the process of what SERVPRO services entails. Josh and the owner Edwin personally came out to my residence immediately after speaking with them an hour after our initial conversation. Edwin and Josh did a through walk threw and assessed my property and my damaged belongings. They assured me that SERVPRO would assist me in restoring my lively hood. I was so impressed with their calm demeanor and the professional knowledge of restoring my home. I would recommend SERVPRO for any emergency situation. They made me feel like there was hope during this difficult and tragic time that I went through. Thank you SERVPRO for all you have done.

My parents’ mobile home recently had water leakage in the kitchen, I did not think it is serious until a few days later when i noticed the uneven surface of the hardwood floor. I called my insurance company, they recommended SERVPRO, I called the Mountain View/​Los Altos location. Stephanie picked up the phone, the crew responded quickly and was there in 40 Minutes. Carlton showed up, the first thing he asked me to do is to sign the papers — he told me not to worry about filling the other field, he will take care of. I just need sign. I am a little uncomfortable but nevertheless I signed after he showed me how bad the humidity level was. I told him I need talk to my insurance adjuster as he would be there next day. Both Carlton and my insurance adjuster showed up next day, SERVPRO told me those huge machine needs to stay on ²⁴⁄₇ for a few days, worst case it should be done by the following Monday, I gave them the key and moved my parents to our house since they can’t stand the noise. Monday passed, the machine was still on, there was no communication on what’s going on. I called Stephanie, she said Carlton will go there next day, Tuesday I called again, they told me they took a few machines out but still need keep two on. I followed up on Wednesday, I was told Carlton will call. No phone call, Thursday came, I called Stephanie again, voice mail. No phone call back this time, they finally took all the machines out, then they did not put the keys back to where it should be, my other contractor showed up and could not find the key any more. I called Stephanie again, voice mail — never heard back from her again. Turns out, they left the key on the door and my mom found it and put them away.
I would not use them again (Hopefully i never need deal with water leakage again). I prefer working with people who can communicate better and keep me informed on what is going on. I also don’t think it is appropriate not to return customer’s calls. I definitely will give this feedback to my insurance company — not recommended.

THANK YOU RAY, STEPHANIE, KIMBERLY, ROGER, and ALL of the Mountain View/​Los Altos Servpro team, for taking such great care of us when my dads house in S.J. was flooded from a toilet overflow. You helped make a catastrophic and stressful situation easier! I HIGHLY recommend your team for anyone needing fast, quality help, with kindness and understanding all the way through!
Thank you all so very much!

I had a great experience with Servpro of Mountain View/​Los Altos. I had a burst pipe ruin my kitchen and living room. I spoke with Edwin and Stephanie, who were extremely knowledgeable, and professional. They explained everything to e and helped calm me down. The technicians, Dave and Sebastian, were courteous, professional, hard working, and time to answer all my questions. The drying process took several days and, during that time, Dave checked in everyday at time that was convenient for me.

Very impressed with the professionalism and sincerity of this Servpro. Their staff comes in with nice uniforms and breaks down how they are going to do the work and makes sure you have no unanswered questions about what they’re doing. They respond and show up on the property very fast and have a protocol of arriving within a couple hours.
They work with your time schedules and make sure they’re trying not to inconvenience you as a home owner. I was fortunate enough to get to meet them all individually and had a great impression on them. I always like getting to meet humble and respectful people but when they take the time to work cautiously around your valuables in your home, that’s Unilocal-​tastic!!! Simply the best!!!

I contacted the office of SERVPRO Mountain View Los Altos when my upstairs neighbor overflowed her toilet all night, down into my condo unit and caused water damage in my master bathroom. I had no idea what I should do but the office staff at SERVPRO Mountain View Los Altos, walked me through the steps of what needed to be done, and sent a technician over at my convenience, to look at the damage. The technician Ray, thoroughly explained what he was going to do, and came in daily to make sure everything was drying properly. He even offered the upstairs condo to take moisture readings, to make sure their condo was dry in order to prevent any further damage to my condo. The office staff is friendly and gives great advise. I would recommend them to anyone has a water damage emergency, and if something like this ever happened again, I will know exactly who to call.

Their motto is: «LIKE IT NEVER HAPPENED.» And that is exactly how we feel.
We had smoke damage throughout our house in Los Gatos and not ever having experience with this, I thought, «Wipe it down, vacuum carpets with baking soda, do 40 loads of laundry, sleep with windows open a few days.»
After a few miserable days and nights with that attempt and wondering if my house and belongings were all ruined forever, I called a local restoration company, paid a lot of money out of pocket, and the entire house smelled as dreadfully as it had before.
Discussing our situation at work, someone said to my husband: «SMOKE DAMAGE… are you crazy? You can’t clean it yourself and you must work with a top quality restoration company. We used SERVPRO and there is NO ONE else you should call.»
I called my insurance company and told them what had transpired and about the company I had hired. My adjuster wasn’t surprised when he heard that the house was still a disaster. I told him we’d then been referred to SERVPRO. He confirmed that that was THE company to call.
I called SERVPRO and spoke with Edwin… one of the best calls I’ve ever made. Truly, from the moment he took charge of the situation, I started to feel relief – and soon felt joy – that everything would be back to normal.
Edwin is professional, punctual, dependable, and kind. But it goes further with this SERVPRO team: all the staff are that way. I was surprised every day with some conscientious way the team went beyond the call of duty to get our house back to normal ASAP and to make us feel cared for in the process.
If you are dealing with a damaged house – I know how you feel :(Do yourself a favor and call SERVPRO immediately – you’ll feel better in about 5 mins!
Often, as I walk through my house, I say a little gratitude prayer – that includes gratitude for finding the team that made it «like it never happened!»