Provider profile
ServiceMaster Fire and Water Restoration by A-1
Provider snapshot
What this listing says
Tri-state area homeowners in Ashland, Huntington, or Charleston dealing with water damage or mold after flooding, backed by a franchise with 24/7 response and insurance claim navigation.
Best for
- Homeowners in the Ashland, Huntington, or Charleston tri-state area who need same-day water damage response.
- Buyers who want a restoration company that also handles mold inspection and removal in one visit, understanding the conflict of interest that creates.
- Commercial property managers who need a single contractor for water, fire, mold, and storm damage with pre-loss planning.
- Insurance claimants who want a company experienced in working directly with carriers and adjusters on scope and pricing.
About this company
ServiceMaster Fire and Water Restoration by A-1 is a ServiceMaster Restore franchise based in Catlettsburg, Kentucky, serving the WV-KY-OH tri-state area including Ashland, Huntington, and Charleston. They opened in 2016 and handle water damage, fire damage, mold, storm damage, and specialty cleanup for both homes and businesses. Mold work includes inspection and remediation for residential and commercial properties.
Nothing about their equipment or methods stands out from what other ServiceMaster franchises offer. They run on the national brand's processes, training programs, and QRV (Quality Restoration Vendor) standards. What does stand out is their field staff. Terry, Brandon, Eric, and several other technicians get called out by name in review after review for showing up fast, explaining what they find, and walking homeowners through next steps honestly. One reviewer noted that Terry told her how to handle part of the issue herself rather than charging for it.
The franchise has operated since 2016 and sits within the ServiceMaster national network of 800+ locations. They carry IICRC badges on their website. Their service territory covers border cities along the Ohio River across three states, which is a large footprint for a single franchise location.
A 5.0-star rating across 198 Google reviews is rare for a restoration company. The volume and consistency suggest the field crews are genuinely earning that score. Only 3 reviews at 3 stars or below in the last 18 months, and the owner responded to all of them with detailed, specific replies rather than templates.
Services
Service area
Based in Catlettsburg, Kentucky, serving the WV-KY-OH tri-state area along the Ohio River. Named service cities include Ashland, Morehead, and Grayson in Kentucky; Charleston, Hurricane, and Huntington in West Virginia; and Ironton and South Point in Ohio. That is a wide footprint for a single franchise location.
Review consensus
Terry is the most frequently named employee across dozens of reviews. Reviewers describe him arriving within minutes, explaining problems honestly, and in at least one case advising a homeowner to handle part of the work themselves rather than paying for it. Brandon draws similar praise for mitigation and cleanup work, often mentioned alongside Jeremiah, Bryson, and Eric. Multiple reviewers describe the crews as polite, communicative, and willing to explain every step. Several commercial clients, including a store owner named Andres Cuevas (a Local Guide with 27 reviews), praised the team for exceeding expectations. The speed of response comes up in nearly every positive review.
3 found across 198 total reviews at 5.0★. One reviewer (Matthew Harcha) said the final price came in higher than quoted after insurance got involved, claiming the company waited to see how much they could get from the carrier. The owner responded that the price fell within the originally discussed range and followed insurance-designated pricing. A second reviewer (Oghenemaro Okorare) accused the company of abandoning a reconstruction project mid-job. The owner responded that they had taken over from a different company that left the home in rough condition, and that they had offered temporary housing that was declined. A third reviewer (Tammie Chapman, 2 stars) praised the field crew but said the office staff dropped communication after the initial work, delaying the insurance paperwork process by months. The owner acknowledged the criticism.
The split between field crews and office operations shows up in both the praise and the complaints. Every negative review acknowledges the on-site work was fine. The friction starts when the job moves from physical cleanup to paperwork, insurance coordination, and project management. The owner responds to every negative review with detailed, specific replies that engage with the complaint rather than deflecting. That response quality suggests active ownership, not a reputation management service.
Terry Hensley/Napier (technician/inspector — overwhelmingly positive, named in 20+ reviews). Brandon (mitigation crew lead — positive, named in 10+ reviews). Jeremiah (mitigation crew — positive). Eric (technician — positive). Bryson (mitigation crew — positive). Adam (technician — positive). Mary (crew member — positive). Greg Pugh (remodeling — positive). Marcus (crew member — positive). Brittany (crew lead — positive). TC (technician — positive). Jacob (technician — positive). Rhys (crew member — positive). Ty (crew member — positive). Matt (installer — positive). Wyatt (installer — positive). Rase (crew member — positive). Armando (crew member — positive). Pat McGrane (account manager — positive). Dan Burk (project manager — positive). Will (coordinator — positive). Sasha (crew member — positive). Angelica (crew member — positive).
Ask for Terry or Brandon by name if your job involves water damage or mold inspection. Get any pricing estimates in writing before insurance scope is finalized, especially if you want to avoid the billing surprise one reviewer experienced. The field crews consistently earn their 5-star rating, but stay on top of the office for paperwork and next-step communication after the physical work wraps.
Keep in mind
- They do both mold testing and mold remediation. That means the same company telling you there is a problem is the one selling you the fix. Ask for the test results in writing and consider getting a second opinion from an independent inspector before committing to remediation.
- Their tri-state service area spans cities across Kentucky, West Virginia, and Ohio. Confirm actual response time to your specific location before assuming the 24/7 availability means fast arrival everywhere they claim to serve.
- One reviewer reported the final bill came in higher than the initial quote after insurance got involved. The owner's response clarified they follow insurance-designated pricing, but get scope and pricing locked down in writing before work starts.
- Two reviewers flagged office communication breakdowns after the field work ended. The crews earned praise, but follow-up paperwork and next-step coordination lagged behind.
- As a franchise, your experience depends on local ownership and staffing. National brand standards set a floor, but service quality ties to whoever is running this specific location.