Provider profile
SERVPRO of Southwest and Northwest Grand Rapids
Provider snapshot
What this listing says
West Michigan homeowners from Jenison to Walker who need a single company to handle water damage cleanup, mold remediation, and reconstruction under one roof with 24/7 response.
Best for
- Homeowners in Jenison, Hudsonville, Grandville, Wyoming, or Walker dealing with mold found after water damage who want one company from cleanup through rebuild.
- Buyers who need fast emergency response during Michigan storms or pipe breaks and want a crew on-site within hours.
- Commercial property managers needing a restoration company that handles mold, water, fire, and reconstruction across a large West Michigan service area.
- Homeowners whose insurance company recommends SERVPRO, since this franchise coordinates claims paperwork and documents damage for adjusters.
About this company
SERVPRO of Southwest and Northwest Grand Rapids is a franchise restoration company based in Jenison, Michigan, owned by Randy Oosterheert. The operation actually combines two franchise territories: Southwest Grand Rapids (Georgetown Township, Grandville, Wyoming, Hudsonville, Byron Center) and Northwest Grand Rapids (Walker, Standale, Sparta, Comstock Park, Conklin, Kent City, Marne). Mold is one of several services, not the primary focus. Water damage restoration drives most of their volume.
Their mold remediation page describes a seven-step process: inspection, containment, air filtration with air scrubbers and HEPA vacuums, antifungal and antimicrobial treatment, removal of infested porous materials (drywall, carpet, insulation), cleaning of structural elements and HVAC systems, and reconstruction. They also do mold inspections and sampling in-house. Because they test and remediate, they have a built-in conflict of interest on mold work.
Randy Oosterheert owns both franchises and is actively involved in the field. Multiple reviewers describe Randy personally responding to calls, showing up on weekends, and performing moisture inspections. The staff maintains IICRC training. The company also does in-house reconstruction, so they can take a mold job from discovery through tearout and rebuild.
4.8 stars across 192 Google reviews is a strong signal for a restoration company handling emergency work. Most reviews cite same-day or next-day response, daily check-ins during drying, and a crew that explains the process as they go.
Services
Service area
Headquartered in Jenison, Michigan. The two combined franchise territories cover Southwest Grand Rapids (Georgetown Township, Grandville, Wyoming, Hudsonville, Byron Center) and Northwest Grand Rapids (Walker, Standale, Sparta, Comstock Park, Conklin, Kent City, Marne, Alpine Township, Casnovia). They also list Allendale, Cutlerville, Jamestown, and the city of Grand Rapids itself. That is 19 named cities and townships across a wide swath of West Michigan.
Review consensus
Randy Oosterheert, the owner, is named in more reviews than any other staff member. Reviewers describe him personally answering calls on evenings and weekends, performing moisture inspections, and following up to resolve issues. Rick, a project manager, draws praise for daily check-ins during drying, repositioning fans, and monitoring humidity. Jakob appears in multiple reviews for water damage tearout, mold remediation work, and being detail-oriented. Brandon and Dylan are frequently named together as a crew that moves quickly. Response speed is the single most praised trait: reviewers report crews arriving within 30 minutes to 2 hours, including on holidays and weekends.
4 found across 192 total reviews at 4.8★. Cookie Meyer called during the March 10, 2026 storms and waited over 24 hours without a crew showing up or receiving a status update. The owner responded acknowledging the communication failure during an overwhelming storm event. Teron Schader was told about a $150 service fee just before a scheduled appointment, contradicting what the office had told them when booking. The owner clarified that $100 of that fee would apply as a credit toward the cleaning, but Schader said that was never communicated. Both 1-star complaints center on poor communication from the office rather than poor field work.
The split between field and office is the structural pattern here. Every negative review involves an office-side failure: scheduling, phone communication, or billing. Every positive review praises the field crews. This is common in franchise restoration companies where the front office handles intake and billing while a different team does the physical work. The owner responds to 100% of negative reviews with personalized, detailed replies that engage with the specifics of each complaint rather than using templates.
Randy Oosterheert (owner — consistently praised for personal involvement, weekend calls, moisture inspections). Rick (project manager — praised repeatedly for daily follow-ups and communication). Jakob/Jacob (technician — praised for mold remediation, tearout, attention to detail). Brandon (technician — praised for hard work, paired with Dylan and Rick). Dylan/Dillon (technician — praised for efficient work). Dante (technician — praised). Jesse/Jess (technician — praised for tearout work). Nate (supervisor — praised for follow-up). Jay (technician — praised). Casey (technician — praised). Sean (technician — praised). Josiah (technician — praised for tearout). Tony (technician — praised). Isa (technician — praised). Austin (technician — praised). Adam (construction — praised). TJ (technician — praised). Kaleb (technician — praised, tornado cleanup). Michelle (staff — praised for responsiveness). Joyce (technician — praised). Don (technician — praised). Charlie (technician — praised). Adrianna (technician — praised). Alex (office — mentioned as kind and helpful in billing review).
Ask for Rick or Jakob if your job involves mold. Both are named in mold-related reviews and draw praise for thoroughness. Get your total cost in writing before work starts and confirm what your insurance will and will not cover, since the billing complaints all involve charges that showed up after the customer thought they were paid up. During storm season, pin down a specific arrival window rather than accepting 'we will get there today.'
Keep in mind
- They do both mold testing and mold remediation. The same company that tells you whether you have a mold problem also profits from fixing it. Get an independent mold test before committing to remediation work.
- Billing surprises are the top complaint in recent reviews. Two reviewers from the same household reported an unexpected $770-800 charge after they thought they had paid their balance. Another reviewer noted they would have liked to know costs before being charged. Ask for a written estimate and confirm your total before work begins.
- During major storm events, this franchise can get overwhelmed. One reviewer in March 2026 waited over 24 hours with no callback after the local storms, ultimately hiring another company. If you call during a weather event, get a specific arrival time in writing.
- Mold is a secondary service here. Most of their work is water damage restoration. They have completed mold remediation projects reviewed positively, but you will not find the volume of mold-specific reviews you would from a mold-only company.
- Their service area spans 19+ cities across two franchise territories. Confirm they can reach your location within their stated timeframe, especially if you are on the outer edges near Sparta, Kent City, or Casnovia.