Provider profile
SERVPRO of Pasadena/Gibson Island/Lake Shore
Provider snapshot
What this listing says
Pasadena and Anne Arundel County homeowners dealing with basement flooding or sump pump failures who want a franchise with an 18,000-square-foot warehouse for contents storage and packout.
Best for
- Pasadena, Arnold, and Glen Burnie homeowners with flooded basements from sump pump failures or storm events.
- Homeowners who need contents packed out and stored during remediation — the 18,000-square-foot warehouse handles inventory, cleaning, and storage in-house.
- Property owners who want mold remediation and reconstruction from the same company, avoiding the handoff between mitigation and rebuild crews.
- Commercial property managers in Anne Arundel County who need after-hours emergency response with enough manpower to scale up quickly.
- Homeowners whose insurance company recommends SERVPRO — this franchise works directly with carriers on claims documentation.
About this company
SERVPRO of Pasadena/Gibson Island/Lake Shore operates out of an 18,000-square-foot warehouse in Arnold, Maryland, serving Anne Arundel County. Owned by Diane and Nick Whittles, this franchise handles water damage, fire damage, mold remediation, and reconstruction under one roof. Diane is a lifelong Anne Arundel County resident, and the franchise leans heavily into the local flooding problems that plague Pasadena basements, particularly sump pump failures.
The warehouse is the distinguishing feature here. Most restoration companies subcontract storage or skip it. This location can pack out your belongings, inventory them, clean them on-site, and store them while your property is being rebuilt. Their mold page references IICRC-trained technicians, air scrubbers, HEPA vacuums, and dehumidifiers. They also hold a Maryland General Contractor License (111385), which means they can handle demolition through rebuild without handing you off to a separate contractor.
The SERVPRO brand has been around since 1976, and this franchise claims over 50 years of restoration experience. Nick Whittles grew up in the SERVPRO system and serves as co-president. The team is large enough to staff after-hours emergencies — multiple reviewers describe crews arriving within hours, including during a snowstorm.
A 5.0-star Google rating across 44 reviews is unusual for any restoration company, let alone a franchise. There are zero negative reviews in the last 18 months. That is a small sample, but the consistency of praise across named staff and varied job types — from carpet cleaning to full sewer line collapses — suggests the operation is tightly managed.
Services
Service area
Headquartered in Arnold, Maryland, serving Pasadena, Gibson Island, and Lake Shore as the primary coverage area. Reviews confirm jobs in Glen Burnie, Severna Park, Linthicum Heights, Arnold, Centreville, and the greater Annapolis area, all within Anne Arundel County and nearby.
Review consensus
Speed of response is the most consistent theme. Multiple reviewers describe same-day arrivals, including one case where Phil (COO) dispatched a crew during a snowstorm on the same evening. Hector appears in several reviews for carpet cleaning and water damage, praised for being on time and communicative. Orlando gets called out twice for water damage work — one reviewer called him and his crew 'miracle workers' after a pipe burst. Justin earned specific recognition as a crew leader who 'really knows what he's doing.' Craig is praised for being informative during carpet cleaning. Danica gets noted for being knowledgeable during a commercial office visit. The crew's willingness to explain the process before starting comes up repeatedly. Several reviewers mention insurance coordination as a strength.
0 found across 44 total reviews at 5.0★. No negative reviews found in the last 18 months (0 found across 44 total reviews at 5.0 stars). The only constructive feedback comes from a 4-star review: Mary Hawse noted the drying equipment was very noisy for days and wished the team had shared ideas for reducing noise or suggested better placement. A second 4-star review from James Wills was still strongly positive, praising the crew's communication and cabinet-saving efforts.
The review base skews heavily toward water damage — basement floods, pipe bursts, sump pump failures, and sewage backups. Only a handful of reviews mention mold directly, and those tend to reference mold as a secondary concern after water damage rather than a standalone mold remediation job. Carpet and duct cleaning reviews round out the mix. The franchise appears to earn most of its reviews from water emergency response, which aligns with the Pasadena area's known flooding issues.
Justin (crew leader — positive), Ryan (HVAC duct cleaning crew — positive), Jim (crew — positive), Oscar (onsite service manager — positive), Phil (COO — positive), Tim (crew — positive), Jessica (crew — positive), Danica (business development/commercial — positive), Hector (technician, carpet cleaning and water damage — positive, named in multiple reviews), Craig (technician, carpet cleaning — positive, named in multiple reviews), Orlando (crew lead, water damage — positive, named in multiple reviews), Josh (technician, water damage — positive), Dominique Reed (crew lead — positive), Stephanie (project coordinator, water mitigation — positive), Nick (owner, commercial cleaning — positive), Rikki (community relations — positive).
This franchise has an unusually clean review record and a large named staff, which suggests low turnover and consistent field quality. Ask for Hector or Orlando for water damage work. For mold specifically, ask which crew lead handles mold remediation jobs and how many they have completed in the last year — the reviews do not give much visibility into their mold-specific track record.
Keep in mind
- This is a franchise. The quality you get depends on this specific location's crew, not the national brand. Confirm that Diane and Nick's Pasadena team will handle your job, not a subcontractor or overflow franchise.
- They do not do independent mold testing. Their website recommends consulting a separate Indoor Air Quality or Environmental Professional for inspections. You will need a third-party test before and after remediation.
- 44 reviews over several years is a thin sample for a company that handles this volume of work. The 5.0 rating is impressive but based on a small number of reviews relative to the jobs they likely complete.
- Their water damage page focuses heavily on sump pump failures and basement floods. If your mold problem stems from a crawl space, attic, or HVAC issue, ask specifically about their experience with those scenarios.
- The service area covers Pasadena, Gibson Island, and Lake Shore, but reviews come from as far as Centreville and Annapolis. Confirm response times for locations outside the immediate coverage zone.