Provider profile
Restoration Heroes LLC
Provider snapshot
What this listing says
Boise-area homeowners dealing with water damage or mold who want an owner-operated company where Carl and Rachael handle the work directly, with a 60-minute response window.
Best for
- Boise, Meridian, and Treasure Valley homeowners facing water damage or mold who want the company owners on-site doing the work.
- Buyers who need mold remediation and rebuild coordination handled by one company, since they subcontract the construction portion.
- Homeowners who discover asbestos alongside mold and need a company that handles both abatement types.
- Insurance-claim situations where you want the restoration company to communicate directly with your adjuster and handle documentation.
About this company
Restoration Heroes is an owner-operated restoration company based in Boise, Idaho, run by Carl and Rachael Pagni. Their primary business is water damage restoration, with mold remediation and fire damage as secondary services. They handle both residential and commercial properties and work directly with insurance carriers on claims.
The company does both mold testing and remediation, which is worth knowing as a buyer. Their mold page describes a three-step process: assessment, eradication, and prevention with antimicrobial treatments. They also handle asbestos abatement when it turns up alongside mold, which several reviewers confirmed. Their water restoration process uses extraction equipment, dehumidifiers, and air movers. They claim IICRC certification in water and mold standards and offer a 2-year workmanship warranty on completed work.
Carl and Rachael appear to run jobs personally rather than dispatching crews. Multiple reviewers describe them showing up together, explaining the process, and staying through completion. One reviewer mentions over 20 years of experience. The company operates 24/7 with a 60-minute arrival promise and free consultations.
With a 4.8-star rating across 49 Google reviews, Restoration Heroes sits in strong territory for a smaller operation. The volume is modest, but the ratio of five-star reviews is high, and most cite the same strengths: fast response, clear communication, and fair pricing.
Services
Service area
Headquartered in Boise, Idaho. They serve the Treasure Valley including Meridian, Nampa, Caldwell, Eagle, Kuna, Garden City, and Star, plus Middleton, Emmett, Mountain Home, Payette, and Weiser. They claim a 100-mile radius but note that locations more than 15 miles from Boise may have longer response times.
Review consensus
Carl and Rachael are named in the majority of reviews, always positively. Reviewers consistently highlight three things: same-day or next-day response times, clear communication throughout the project, and fair pricing. Several mention that Carl and Rachael explained the process in detail and educated them about the damage. Multiple reviewers were referred by plumbers or home inspectors, which suggests a strong local reputation among trade professionals. Jill Painter noted she was referred by her mold inspector and praised the daily updates. Patti T specifically confirmed the company follows IICRC S520 standards. Dixie Anderson and Peyton Berg both confirmed asbestos abatement capability. Su Chaney praised the inspection report as easy to navigate. Justin Ellis described them diagnosing an unrelated problem they gained no additional business from.
3 found across 49 total reviews at 4.8★. Anna Mireles, a vendor who subcontracted for Restoration Heroes, reports a job completed in May was not paid until December. She describes the company blaming insurance delays and then disputing charges after work was done. No owner response was posted. Kaitlin Cooley hired them for mold remediation and rebuild. She says they took a down payment for rebuild work, stopped showing up, and double-charged for materials. She reports the Better Business Bureau could not get a response from the company. The owner response states the payment issue was resolved and attributes delays to QuickBooks, and says the rebuild was mutually handed off to a trusted contractor. Cooley updated her review confirming the payment was eventually returned but disputes the owner's characterization of the insurance communication breakdown. Emily T, a Local Guide with 25 reviews, describes the experience as dishonest with zero follow-through, and says her husband had to help with manual labor. The owner response states the work passed third-party mold inspection clearance and that the homeowner sent a thank-you message after completion. The two accounts directly contradict each other on whether homeowner labor was involved.
Two of the three complaints center on the rebuild phase, not the remediation itself. Restoration Heroes subcontracts construction work, and the handoff between remediation and rebuild appears to be where communication and payment break down. The remediation work itself passed third-party clearance in both cases where the owner responded. Owner responses are detailed and engage with specifics rather than using templates, but only 2 of 3 negatives received responses. The vendor complaint about a 7-month payment delay is a different category of problem than the customer complaints and may reflect cash flow management issues on the business side.
Carl (owner — overwhelmingly positive, named in 20+ reviews for responsiveness, knowledge, and hands-on work). Rachael/Rachel (owner — overwhelmingly positive, named in 15+ reviews alongside Carl for communication, empathy, and thoroughness). Kaitlin Cooley's review identifies them by surname as Carl and Rachael Pagni.
For the remediation work itself, the track record is strong. Every complaint involves the rebuild or payment side, not the mold or water cleanup. Ask Carl and Rachael to handle your remediation, but if your project needs reconstruction, get a separate contract with clear payment milestones for that phase. Request the third-party clearance report after any mold work.
Keep in mind
- They do both mold testing and mold remediation. That means the same company telling you there's a problem is also selling the fix. Ask for their third-party inspector's clearance report after remediation.
- Rebuild and construction work is subcontracted, not done by Carl and Rachael directly. One reviewer experienced significant payment delays between Restoration Heroes and their subcontractor, which disrupted the rebuild timeline.
- Two of the three recent one-star reviews involve payment or refund disputes that took months to resolve. If your project includes a rebuild component, get payment terms and milestones in writing before work starts.
- They claim a 100-mile service radius from Boise covering 13 cities, but their own site notes locations beyond 15 miles may have longer response times. The 60-minute arrival promise likely applies only to the immediate Boise metro.