Provider profile
Dry Star Restoration LLC
Provider snapshot
What this listing says
Mesa-area homeowners dealing with water damage who need fast same-day mitigation crews, and can handle the reconstruction phase separately if the repair timeline drags.
Best for
- Mesa and East Valley homeowners who need emergency water damage mitigation with same-day crew deployment.
- Property owners whose plumber discovers water damage and needs a restoration company that can start tearout and drying within hours.
- Homeowners comfortable managing the reconstruction phase themselves or through a separate contractor, and who want fast, reliable mitigation work.
- Commercial property owners in the Phoenix metro area who need mold remediation with HEPA filtration and containment setup.
About this company
Dry Star Restoration is a family-owned restoration company based in Mesa, Arizona, operating since 2012. Their primary business is water damage mitigation and reconstruction, though they also handle mold remediation, fire restoration, asbestos abatement, storm repair, sewage cleanup, flooring, and remodeling. They run a 24/7 emergency line and claim a 90-minute response window.
What stands out is the split personality in their operation. The mitigation side — the crew that shows up same-day to extract water, tear out damaged drywall, and set up drying equipment — draws overwhelmingly positive feedback. Reviewers name specific technicians (Neal, Tyler, Edvin, JT, Cody) and describe fast, respectful work. The reconstruction side — where a project manager coordinates repairs, orders materials, and works with insurance — is where the operation breaks down for some customers. Multiple reviewers describe weeks or months of delays, unreturned calls, and billing confusion once the demo phase ends.
Dry Star bills insurance directly using Xactimate pricing and states that all technicians hold IICRC certification. Their website mentions HEPA filtration, containment, and antimicrobial treatments for mold work. They won a 2018 Angie's List Super Service Award and maintain a BBB listing.
At 4.7 stars across 381 Google reviews, the overall rating is strong. The 13 recent negative reviews (last 18 months) cluster around reconstruction project management rather than the core mitigation work. The company responds to 100% of negative reviews, though the depth of those responses varies from personalized explanations to template-style offers to call the office.
Services
Service area
Dry Star Restoration is headquartered in Mesa, Arizona and serves the Phoenix metropolitan area. Their website features a dedicated Apache Junction page and claims Arizona-wide coverage with 24/7 availability. Reviews confirm work in Mesa, Surprise, and the East Valley. Response times outside the immediate Mesa area may be longer than the advertised 90-minute window.
Review consensus
Neal is the most frequently named technician across dozens of reviews, praised for speed, tidiness, and clear communication during demolition and drying work. Tyler draws similar praise for honest assessments — multiple reviewers note he did not push unnecessary work. JT, Cody, Andrew, Edvin, and Sam appear repeatedly as a mitigation crew that works quickly and cleans up after themselves. Anthony is praised for same-day response, including driving from Mesa to Surprise on short notice. Dyllan earns mentions for detailed assessments and clear explanations during initial visits. The consistent theme: the field crews show up fast, work hard, explain what they are doing, and leave the space clean.
13 found across 381 total reviews at 4.7★. Reconstruction delays dominate. Redphoenix0848 waited from October to May without finished countertops after a burst pipe, cycling through a project manager (Adrian) who avoided calls and lost material samples. Ethan Klein had a similar experience — his kitchen sat unfinished for three months after a staffing change created a 12-day communication gap, and the company offered $100 on a roughly $10,000 account. Ruben Veloz waited nearly four months for shower and drywall repairs after mitigation finished. Billing disputes appear in several complaints: Ellen Campion says Dry Star billed her insurance for more equipment than needed for the affected area. Jody Porter reports the company waited for the insurance estimate and charged that amount instead of honoring the original quote. Stephen Ross says Evan assured him rental insurance would cover everything, but the claim was denied and he now faces a $13,000 bill for work done without property management approval. Coraline Jones describes a years-long unresolved issue with a tub drain installed incorrectly during reconstruction, with 4 likes validating the complaint. Jessica Williams reports poor communication during an emergency kitchen job and a bill she considers unreasonable. Kathryn Burgemeister and Mike Simonton both gave positive initial reviews that they later downgraded after reconstruction stalled. Alyssa Choquette summarizes the pattern directly: the restoration piece went well, but using them for repairs was awful.
The complaints reveal a structural split in the business. The mitigation/demolition crews operate like a well-run emergency service — fast response, named technicians who take pride in their work, consistent praise. The reconstruction side operates more like a general contractor, with project managers juggling multiple jobs, subcontractor scheduling, insurance negotiations, and material sourcing. When a PM drops the ball or leaves the company, customers get stranded mid-project. The company responds to 100% of negative reviews, and some responses are detailed and engage with specifics (Michael H, Ethan Klein, Ellen Campion). Others default to apologetic language and a phone number. The pattern suggests management is aware of the reconstruction gap but has not fully closed it.
Neal (mitigation technician — praised in 20+ reviews for speed, care, and communication). Tyler (technician/lead — praised for honest assessments and not pushing unnecessary work). JT (mitigation technician — praised for demolition and cleanup work). Anthony (technician/lead — praised for same-day response and willingness to travel). Cody (mitigation technician — praised for hard work and cleanup). Andrew (mitigation technician — praised alongside Cody for demolition). Edvin/Edwin (mitigation technician — praised for efficiency). Sam (mitigation technician — praised for teamwork). Dyllan/Dylan (technician — praised for assessments and clear explanations). Damarion/Demarion (technician — praised for efficiency). Bryce/Brice (technician — praised for politeness and steady work). Chance (technician — praised for quick, kind work). Gavin (mitigation technician — praised for careful cabinet removal). Mario (technician — praised in crew context). Clint (restoration — praised for completing a restoration). Bruce (technician — praised in crew context). Dean (technician — praised in crew context). Justin (technician — praised alongside Cody and Andrew). Beto (mentioned in positive review). Alyssa (staff — mentioned in positive context for insurance help). Adrian (former project manager — named in multiple negatives for unresponsiveness and mishandling projects; fired). Evan (technician/sales — named in negative for making insurance coverage promises that did not hold up; also praised in one positive for scheduling help). Adam (mentioned by Stephen Ross as unresponsive to billing concerns).
Book Dry Star for the mitigation and demolition phase — the field crews are fast, careful, and well-reviewed. Before signing on for reconstruction, ask for a written timeline with milestones and a named project manager you can reach directly. Get your own insurance adjuster involved early, confirm coverage in writing before demolition begins, and consider whether a separate contractor for the rebuild phase might give you more control over the finish work.
Keep in mind
- Dry Star does both mold testing and mold remediation. That means the same company telling you that you have a mold problem is also the one billing you to fix it. Consider getting an independent mold assessment before committing to remediation work.
- The mitigation-to-reconstruction handoff is where most complaints originate. Multiple reviewers describe smooth demo work followed by weeks or months of delayed repairs, missed appointments, and poor communication from project managers.
- Several reviewers report billing surprises — charges higher than initial quotes, insurance disputes over equipment quantities, and confusion about what insurance would cover. Get written estimates before work begins and confirm coverage with your adjuster directly.
- One former project manager (Adrian) was named in multiple complaints for unresponsiveness and mishandling projects before being let go. The company has acknowledged staffing changes, but the pattern of PM-related complaints spans multiple employees.
- Their website claims service across Arizona, but the physical office is in Mesa. Reviews confirm work in Surprise and Apache Junction, though response times may differ outside the East Valley.