Provider profile
PuroClean Emergency Services
Provider snapshot
What this listing says
Jacksonville homeowners dealing with water damage or mold after a plumbing failure or hurricane, who want a veteran-owned franchise that has operated from the same location since 2007 with 20 employees and 24/7 emergency response.
Best for
- Jacksonville-area homeowners who need mold remediation after water damage from plumbing failures, hurricanes, or appliance leaks, and want one company to handle the full process from inspection through cleanup.
- Property managers in northeast Florida who need a restoration company with fast turnaround and a track record of handling multi-room water and mold jobs for rental units, based on multiple reviewer reports of same-day response.
- Commercial building owners and non-profits who need biohazard cleanup, sewage remediation, or large-scale decontamination handled by a team with dedicated biohazard crew members.
- Homeowners who want insurance coordination handled for them, as the company works with most insurance carriers and documents losses for the claims process.
About this company
PuroClean Emergency Services is a restoration franchise in Jacksonville, FL, headquartered at 435 Cassat Ave off Interstate 10 in a 16,000-square-foot warehouse. Owner Wayne Terry started the business in 2007 from a home office and grew it to a team of 20 employees. Mold remediation sits alongside water damage restoration, fire and smoke cleanup, and biohazard services. The company is NVBDC-certified as a veteran-owned business.
On the mold side, the team uses containment with negative air pressure and HEPA air filtration to prevent cross-contamination. They remove compromised materials per industry standards, clean surfaces with EPA-registered disinfectants, and HEPA-vacuum all surfaces. The website specifically notes that bleach does not kill mold and is ineffective, which signals the crew uses actual remediation methods rather than surface-level treatment. They also use thermal imaging and moisture meters to locate hidden water damage that feeds mold growth. For hardwood floors, the team deploys a specialty drying system using heat and desiccant dehumidification.
Wayne won PuroClean's Franchise of the Year award in 2011 out of over 300 locations and has won additional customer service awards since. He describes his business as "Fast, Friendly, Honest, and Reliable." The franchise holds IICRC and EPA Lead Safe certifications.
Google shows 4.8 stars across 116 reviews. That is an exceptional score, particularly with triple-digit review volume. The complaint volume is remarkably low, with only 2 reviews at 3 stars or below in the last 18 months, and one of those did not involve actual services.
Services
Service area
Headquartered at 435 Cassat Ave in Jacksonville, FL 32254, off Interstate 10. The website lists Jacksonville, Gainesville, Saint Augustine, Palm Coast, and Orange Park as service areas. Gainesville is roughly 70 miles southwest and Palm Coast about 80 miles south, which is a wide radius for a single 20-person operation.
Review consensus
Fast response time dominates the positive reviews. Multiple reviewers report same-day or next-day arrivals, including late-night and weekend calls. One reviewer says the team arrived within 30-45 minutes of a late-weekend call. Israel appears in the most recent reviews and draws praise from both homeowners and property managers for quick scheduling, clear explanations, and mold remediation work. Ed Deleon is praised for honest assessments and knowledge during inspections. Kiven Martin gets called out repeatedly for calm demeanor, technical explanations in plain language, and responsiveness, with one reviewer noting a 35-minute arrival time. Sevan Smotherman leads the biohazard team and earns praise for handling sensitive situations with compassion. Wayne Terry is mentioned for honest initial assessments and guiding customers to cost-effective solutions. Hutch draws praise for precise demolition cuts during mold remediation. Lisa led a team that carefully moved and stored furniture. The company also earns consistent marks for insurance coordination and keeping customers informed throughout the process.
1 found across 116 total reviews at 4.8★. The single 1-star review from January 2025 is vague and difficult to evaluate. The reviewer, Ke Ke, writes that they did not have a great experience and felt like less than other customers whose opinions appear on the site, but provides no specifics about what service was performed, what went wrong, or who they interacted with. The reviewer has 11 reviews on Google but is not a Local Guide, and the review received zero likes. No owner response was posted. The only other recent sub-4-star review is a 3-star from Patty Wieda, a prolific Local Guide with 517 reviews, who notes she did not use the services and simply observes the location is a VA donation drop-off point.
The review history shows a consistent stream of 5-star reviews over several years with almost no detractors. Named staff members rotate over time, as expected in a franchise with 20 employees, but the quality of experience stays steady regardless of who shows up. This suggests the operation runs on reliable systems rather than depending on one standout employee. The biohazard side of the business draws some of the most emotional positive reviews, with customers describing traumatic home situations where the crew handled cleanup with sensitivity.
Wayne Terry (owner — positive, praised for honest assessments and cost guidance). Ed Deleon (inspector/estimator — positive, praised for knowledge and honesty). Israel (technician — positive, named in 5+ reviews for fast response, mold remediation, and clear communication). Kiven/Kivan Martin (technician — positive, praised for calm demeanor, plain-language explanations, and fast arrival). Sevan/Seven Smotherman (team lead, biohazard — positive, praised for handling sensitive situations compassionately). Hutch (remediation tech — positive, praised for precise demolition work). Katrina (office/scheduling — positive, praised for pleasant scheduling). Lisa (team lead — positive, praised for careful furniture handling). Ginger (service lead — positive, praised for prompt and thorough service). Jon/Jonathan (technician — positive, praised for fridge cleanup and attitude). Jessica (cleaning tech — positive). Lori (cleaning/biohazard tech — positive). Bert (technician — positive, paired with Israel). Anthony (technician — positive, praised for explaining process). Jay (technician — positive). Michael Rupe (technician/representative — positive, praised for thoroughness and going above and beyond). Billy (technician — positive, mold remediation). Josh/Joshua (technician — positive). Brian/Brian Kennedy (technician — positive, praised for flexibility with scheduling). Matt (technician — positive, praised for punctuality). Justin (technician — positive, water damage drying). Tammy Hawkins (customer service — positive, praised for fast response and reliability). Donna (office — positive). Heidi (office — positive). Richard (technician — positive). Laurie/Lori (technician — positive). Tatyana (technician — positive). Doll (technician — positive, praised for dedication and respect).
This franchise has an unusually clean review record. Ask for Israel or Kiven if your job involves mold remediation or water damage. For biohazard work, Sevan's team draws the strongest praise. Get your own independent mold test before or after their remediation work to separate the testing and remediation incentives. Confirm response times if your property is outside Jacksonville proper.
Keep in mind
- This company does both mold testing and mold remediation. That creates a conflict of interest: the same company that tells you the mold is there also profits from removing it. Consider getting an independent mold test before or after their work.
- The claimed service area stretches from Jacksonville to Gainesville, Saint Augustine, and Palm Coast. Gainesville is about 70 miles from the Jacksonville warehouse. Response times and crew availability for locations that far out are worth confirming before booking.
- This is a PuroClean franchise, not an independent local company. The brand's systems and training are standardized, but your experience depends on the local owner and crew. Wayne Terry's franchise has strong reviews, but keep in mind the franchise model means corporate policies may override local decisions on pricing or process.
- The owner did not respond to either of the two recent negative reviews. While the complaint volume is very low, the 0% response rate on negatives means there is no public follow-up when a customer is unhappy.
- The website leans heavily on water damage content with relatively little detail about the mold remediation process specifically. Ask for a written scope of work before mold remediation begins.