Provider profile
SERVPRO of Rockford
Provider snapshot
What this listing says
Rockford-area homeowners dealing with water damage that has led to mold, who want a single franchise operation to handle demolition, remediation, and reconstruction under one roof.
Best for
- Rockford homeowners who need mold remediation tied to a recent water event like a flood, pipe burst, or sewage backup, where the same company can handle extraction through rebuild.
- Commercial property managers in the Rockford area who need a single vendor for emergency water and mold work with insurance coordination baked in.
- Homeowners who want their belongings packed out, stored, and returned during a mold or water damage project rather than managing that themselves.
- Buyers who need same-day or next-day emergency response for active water damage that could lead to mold growth.
About this company
SERVPRO of Rockford is a nationally franchised restoration company based on Charles Street in Rockford, Illinois, owned by Yonas A. Hagos. Mold remediation is one piece of a much broader operation that covers water damage, fire damage, storm damage, sewage cleanup, biohazard cleaning, construction, and contents restoration. They handle both residential and commercial properties and offer 24/7 emergency response.
On the mold side, their website describes a multi-step process: containment to prevent cross-contamination, air filtration using HEPA vacuums and air scrubbers, antifungal and antimicrobial treatments, removal of damaged porous materials like drywall and carpet, and reconstruction afterward. They also offer mold inspections and sampling, and they do contents packout to a storage facility during remediation. The sewage cleanup page references following IICRC S500 standards. Nothing here is unusual for a SERVPRO franchise, but the fact that they handle the full chain from emergency water extraction through mold remediation to reconstruction means fewer handoffs for you.
The franchise is locally owned under Hagos. Reviews stretch back to at least 2016, with earlier reviews frequently mentioning a previous manager named Francesco. More recent reviews (2023-2026) name a rotating cast of field staff including Don, Jose, Eidany, Jaime, and Roger, suggesting a sizable crew.
At 4.5 stars across 59 Google reviews, the rating is solid but not exceptional. The three recent one-star reviews all center on scheduling and communication breakdowns rather than workmanship complaints, which suggests the field crews do good work but the office side can drop the ball.
Services
Service area
Based at 4315 Charles Street in Rockford, Illinois. Website lists Rockford as the primary service area. Reviews come from customers in Rockford, Byron, Belvidere, Rockton, Winnebago, Poplar Grove, Caledonia, and Galena, suggesting coverage across Winnebago County and into neighboring Boone and Jo Daviess counties. Galena is roughly 70 miles west, so outlying jobs may carry longer response times.
Review consensus
Fast initial emergency response is the most common theme. Multiple reviewers describe calling and having a crew on-site within hours, even on weekends and holidays. Don (also called Donny or Donnie) appears in the most reviews across several years, praised for hands-on demolition work and keeping homeowners informed. Jose gets strong mentions for construction management, particularly for fire restoration and mold remediation projects where reviewers describe him as responsive and detail-oriented. Eidany shows up in several 2023-2024 reviews for water damage mitigation, with reviewers noting his willingness to answer questions and provide resources. Jaime and Roger also receive praise for leading crews. Several reviewers mention that crews explained each step of the process as they worked, which helped during stressful situations.
3 found across 59 total reviews at 4.5★. All three complaints follow the same arc: initial contact goes fine, but the follow-through collapses. Denise Hansen (May 2026) had her estimate appointment double-booked, rescheduled, and then the estimator showed up an hour early, with office and field staff blaming each other. Cody Calam (January 2026) had a detailed and troubling experience: fast initial response to a flood, but the first crew downplayed the damage, a saw cut through the subfloor during demolition, some water-damaged walls were left untouched with questionable justification, and three weeks of texts requesting a reconstruction quote went unanswered. Calam specifically said the company seemed more focused on the insurance payout than on properly restoring the home. John Lawrence (August 2025), a Local Guide with 36 reviews, waited an hour for an estimate appointment before learning the technician had started another job and left word to reschedule only if Lawrence called.
The disconnect between field crew praise and office-level complaints is a classic franchise pattern. The technicians and project managers named in positive reviews deliver good work, but the scheduling and follow-up infrastructure behind them is unreliable. All three owner responses to negative reviews use identical template language, which reinforces the impression that complaints are managed rather than addressed. Cody Calam's detailed review, where the reviewer explicitly asked the owner not to respond with a generic answer and received exactly that, is particularly telling.
Don/Donny/Donnie (field crew lead and technician - consistently positive across multiple years), Jose (construction/project manager - positive for responsiveness and attention to detail), Eidany/Eldany (mitigation technician - positive for answering questions and quick response), Jaime/Jamie (crew lead - positive), Roger (crew lead - positive), Charles (crew lead - positive), Anthony (technician - positive), Jonny/Johnny/Jonathan (technician - positive), Greg/Greg Lory (crew lead - positive), Nate (crew lead - positive), Samuel (technician - positive), Alejandro (technician - positive), Ian (technician - positive), Cole (technician - positive), Mike K. (office/sales contact - positive), Adrienne (office staff - positive for customer service), Francesco/Franchesco (former manager - positive in older reviews), Julio (construction crew - positive).
Ask for Don or Jose by name if you can. The field crews at this franchise consistently earn praise for showing up fast and doing solid work. But protect yourself on the back end: get your reconstruction timeline and quote in writing before demolition starts, and do not let weeks pass without a written update. If your project involves mold, hire a separate inspector to scope the work before letting SERVPRO both test and remediate.
Keep in mind
- They do both mold testing and mold remediation. This is a conflict of interest: the company assessing your mold problem is the same one that profits from fixing it. Consider hiring an independent mold inspector to confirm the scope of work before signing a remediation contract.
- All three recent one-star reviews describe the same problem: scheduled appointments that fell apart due to internal miscommunication, no-shows, or weeks-long delays getting quotes. If you hire them, get written timelines and follow up in writing.
- Every owner response to negative reviews uses the same template language without addressing the specific complaint. This pattern suggests reputation management rather than genuine engagement with customer concerns.
- As a franchise, the local experience depends heavily on which crew and project manager you get. Reviews praise specific individuals like Don and Jose, but the office scheduling seems to be a weak link.