Provider profile
SERVPRO of Malden/Melrose
Provider snapshot
What this listing says
Malden and Melrose homeowners dealing with water damage or basement mold who want a franchise-backed restoration company with 24/7 emergency response and in-house construction crews.
Best for
- Malden, Melrose, and Maplewood homeowners with basement mold tied to water intrusion who want testing and remediation handled by one company.
- Property managers needing a restoration vendor they can call repeatedly for water and mold emergencies across multiple units.
- Homeowners who need reconstruction after mold removal, since SERVPRO handles demolition through rebuild in-house.
- Commercial property owners who need mold work done quickly to minimize business interruption, with insurance coordination included.
- Anyone dealing with a combined water and mold problem, since the crew handles both the drying and the mold treatment in sequence.
About this company
SERVPRO of Malden/Melrose is a locally owned franchise serving Melrose, Malden, and surrounding communities north of Boston. Jonathan Ray Fox owns this location, which operates out of 177 W Foster St in Melrose. Mold remediation is one of several services alongside water damage, fire damage, storm damage, and construction. They hold AMRT (Applied Microbial Remediation Technician) credentials on staff and list air scrubbers, HEPA vacuums, containment barriers, and negative air pressure among their mold removal methods.
The mold service follows a seven-step process: emergency contact, inspection, containment, air filtration, material removal with antimicrobial treatment, cleaning, and restoration. They handle both residential and commercial mold work and offer contents packout to a storage facility when belongings need offsite cleaning. The in-house construction team can rebuild drywall, subfloors, and other materials removed during remediation.
This franchise has roots in the local community. They partner with the American Diabetes Association, American Red Cross, and LifeBridge Northshore, and participate in local chamber of commerce activities. A property management company in Boston described using them for "many, many years" without disappointment.
4.9 stars across 54 Google reviews is a strong rating, especially for a restoration company. Only 2 reviews fall below 4 stars in the last 18 months. That said, the review volume is modest, so a few bad experiences carry more statistical weight than they would for a company with hundreds of reviews.
Services
Service area
Headquartered in Melrose, Massachusetts at 177 W Foster St. The franchise lists Malden, Melrose, Linden, Oak Grove, and Maplewood as named service areas. Reviewers confirm work done in Lynnfield, Chelsea, Cambridge, Saugus, Nahant, Wakefield, and Swampscott, suggesting coverage extends well beyond the five listed towns across the northern Boston metro.
Review consensus
Gage appears in more positive reviews than any other crew member, frequently paired with Billy and Steven. Reviewers describe them as courteous, fast, and clean. Jamaree is the second most mentioned name, praised alongside Noe, Gerardo, and Jose for flood cleanup and mold work. Raymond and Jeremy drew praise for attic mold removal and vacuuming. Multiple reviewers highlight the speed of response, with one noting a callback within 5 minutes on a Sunday. Several reviews specifically mention that crews explained the process clearly before starting work. A property management company in Boston credited them with years of reliable, repeat service. One mold reviewer noted the final cost came in below the initial estimate.
2 found across 54 total reviews at 4.9★. William Hosman (1 star, January 2025) described being quoted one price after a detailed inspection, then invoiced for double that amount with no communication about added costs. He reported difficulty reaching his project manager and said the crew had to return multiple times for missed work. His insurance company negotiated a final price of $6,000, still above the original quote. Notably, the owner's response to this review is a clear mismatch, thanking William for a "5 star review" and praising Gage and Steven for sewer work. Stephanie Stone (2 stars, February 2026, Local Guide) reported that the project manager and work crew both arrived at her flooded basement without boots, preventing a proper inspection. Her handyman later found a burst pipe the SERVPRO team missed. She received a partial reimbursement because the crew did not stay the 4 hours originally promised. The owner's response was a generic invitation to discuss concerns further.
The two negative reviews share a thread: field preparation that did not match the situation. In one case, the crew returned multiple times to finish missed work. In the other, the crew lacked basic equipment for a flooded basement. Both suggest that the initial assessment and crew dispatch could be tighter. The owner response pattern is also worth noting. The reply to the 1-star review was clearly a copy-paste from a different positive review, which undermines confidence in how the business handles complaints. The reply to the 2-star review was a template deflection with no specifics.
Gage (technician — praised in multiple reviews for cleanup and demo work). Billy (technician — praised alongside Gage for cleanup, communication, and timeliness). Steven (technician — praised for courteous, fast work; also referenced in owner's misplaced response to William's complaint). Jamaree (technician — praised in multiple reviews for flood cleanup, mold, and disaster relief). Jeremy (technician — praised for mold work and attic cleaning). Raymond/Ray (technician — praised for mold removal and attic work). Gerardo (technician — praised alongside Jamaree). Noe (technician — praised alongside Jamaree for flood and mold work). Ben (technician — praised for explaining the process). Jeleasa (technician — praised for good work). Jose (technician — praised for disaster relief work). Joseph (technician — praised for flood assessment). Bianca (technician — praised for flood assessment). Bryan (technician — praised for water leak work). John Briggs (technician — praised in two reviews for cleanup work). Tom Heenan (staff — praised for being a pleasure to work with). Davyd Melancon (restoration project manager — praised for communication). Sergio (technician — praised for burst pipe mitigation). Tyler (technician/coordinator — praised for responsiveness and mold education). Michael/Mike (technician — praised in multiple reviews for water damage EMS response). Danielle (office staff — praised for helpfulness). Ian (technician — praised for ceiling removal and water damage). Leo (technician — praised alongside Ian). Eddie (technician — praised for work quality). Jon (technician — praised for sewage cleanup). Ryan (technician — praised alongside Jon). Felix (technician — praised for punctuality). Joe (technician — praised for explaining work).
The crew-level work at this franchise draws strong, specific praise from reviewers, and the 4.9 rating is genuine. The risk sits in project management and billing transparency. Ask for a written, itemized estimate upfront, get confirmation that any scope changes require your approval before work proceeds, and consider hiring an independent mold tester to verify results.
Keep in mind
- This company does both mold testing and mold remediation. That creates a conflict of interest: the same company that tells you how much mold you have also profits from removing it. Get an independent test before or after their work.
- One reviewer reported a final invoice at double the original quote with no communication about added costs during the project. Ask for written estimates and require approval before any scope changes.
- The owner's response to the 1-star billing complaint did not address the complaint at all. It referenced a different reviewer's positive experience. This raises questions about how carefully the business tracks and responds to negative feedback.
- A reviewer noted field crews arrived without boots to inspect a flooded basement, missing the source of ongoing water flow. Ask about what equipment the inspection team will bring.
- With only 54 total reviews, this is a smaller-volume franchise. Two negative experiences carry proportionally more weight than they would for a company with 200+ reviews.