Provider profile
Kustom Disaster Restoration
Provider snapshot
What this listing says
Michigan Center and Jackson-area homeowners who need water, fire, or mold damage handled under one roof by a national restoration company with 50+ years of history.
Best for
- Jackson and Michigan Center homeowners dealing with water damage who want emergency response and reconstruction handled by one company.
- Commercial property managers who need a disaster continuity plan (InstantAssist) and a restoration partner with national reach.
- Homeowners whose mold problem started with water damage, since Kustom handles the full chain from drying through mold removal and rebuild.
- Insurance-claim situations where you want a restoration company that coordinates directly with adjusters — multiple reviewers mention Kustom handling that communication.
- Fire damage situations requiring board-up, smoke cleanup, structural drying, and reconstruction under a single contract.
About this company
Kustom Disaster Restoration operates from Michigan Center, MI as one of 29 locations for Kustom US, a family-owned national restoration firm with over 50 years of history. The Michigan Center office handles residential and commercial water damage, fire damage, storm damage, mold remediation, and reconstruction for the Jackson-area region. They also run a second Michigan office in Kalamazoo.
Kustom handles mold work using ANSI/IICRC S520 methods and offers the full sequence from moisture mapping through selective demolition and reconstruction. The company also provides content pack-out services, insurance claim coordination, and a proactive disaster planning program called InstantAssist for commercial clients. They act as a general contractor for rebuild work, which means a homeowner can stay with one company from emergency response through finished repairs.
This is a corporate-backed operation, not a local owner-operator. The company claims licensing in 48 states and maintains mobile warehouses for national response. The Michigan Center location has its own field crews, but the corporate structure means office staff, field crews, and project management may operate as separate departments.
4.8 stars across 233 Google reviews is a strong showing for a restoration company. Most of the volume comes from water damage and fire restoration work, with a smaller share of mold-specific reviews. The field crews — particularly Dan, Dustin, and Matt — generate consistently positive feedback.
Services
Service area
Kustom operates from Michigan Center, MI (155 Factory Road, 49254) and serves the surrounding Jackson-area region. They run a second Michigan office in Kalamazoo. The company claims licensing in 48 states with 29 locations nationally, but for this listing the relevant coverage is the Michigan Center office's local service radius. Confirm response times for locations outside the immediate Jackson area.
Review consensus
Dan stands out as the most frequently named employee across dozens of reviews. Reviewers describe him as knowledgeable, clear in his explanations, and reliable on water damage calls. Dustin draws similar praise for responsiveness and attention to detail, with multiple reviewers naming them as a pair on basement flooding jobs. Matt Romeya earned specific praise for reconstruction quality — one reviewer said the repaired area was invisible. Rob, Devon, and Steve Kiss each appear in multiple positive reviews. Reviewers consistently highlight same-day or next-day response times and the crew's willingness to walk homeowners through each step. Several reviewers mention Kustom handling insurance coordination directly.
3 found across 233 total reviews at 4.8★. Dan's 1-star review describes a water damage claim where the homeowner alleges Kustom told them cabinets had a $15k budget when insurance had approved $34k, and that the company used cheaper materials than what was billed. The reviewer says the project took a year instead of three months due to employee turnover and the company shifting crews to a larger claim. The owner response was generic: escalation to area managers. Samantha Boyd left a 1-star with no text; the owner thanked her for the review. Jordan Edwards (2-star, Local Guide) paid $300 for a mold assessment where the crew lacked basic tools, removed a toilet to access the attic, and could not answer questions about moisture sources because those fell to a different department. When Edwards raised these concerns with manager Eric, Edwards says Eric insisted the crew would have done the measurements eventually and pushed for $150 in payment even after Edwards declined to move forward.
The negative reviews point to a structural tension common in multi-department restoration companies: the field crews earn strong individual reviews, but the organizational layer above them — project management, budgeting, inter-department coordination — is where friction occurs. Dan's 1-star complaint is about materials billing and project management, not the quality of physical work. Jordan Edwards' mold complaint is about departmental silos and the quoting process, not the remediation itself. Owner responses split between generic escalation language and silence, suggesting a corporate template approach rather than location-level engagement.
Dan / Dan Villarreal (field technician — strongly positive across many reviews). Dustin (field technician — positive across many reviews). Matt / Matt Romeya / Matthew (reconstruction and field work — positive). Rob (field technician — positive, often paired with Dan). Devon / Devin (field technician — positive). William (field technician — positive). Brandon Reiland (field technician — positive). Will (field technician — positive). Steve Kiss (mitigation technician — positive). Alice (field technician — positive). Jeremy (project coordination — positive). Archie (mitigation manager — positive). Zac (field technician — positive). Caleb (field technician — positive). Cory Winslow (owner — positive). RG (mitigation manager — positive). Eric / Eric Weathers (manager — mixed; positive in some reviews, named negatively in Jordan Edwards' mold quote complaint). Kevin Weathers (project manager — positive). Tyler (field technician — positive). Nate (field technician — positive). Corey (field technician — positive). Danny (field technician — positive). Scott (field technician — positive). Corenda / Corrinda (pack-out crew — positive). Taylor (pack-out crew — positive). Gary (pack-out crew — positive). Angela (office staff — negative mention for customer service manner).
Ask for Dan or Dustin if your job involves water damage — they carry the strongest track record in reviews. For mold work, get an independent assessment first and request a written scope that identifies the moisture source before signing a remediation contract. Watch the materials specifications on any insurance-funded rebuild and compare what Kustom quotes you against what your adjuster approved.
Keep in mind
- Kustom does both mold testing and mold remediation. That creates a financial incentive to find problems they can bill to fix. Consider getting an independent mold assessment before committing to their remediation scope.
- One detailed 1-star review from a water damage customer alleges Kustom quoted cheaper materials to the homeowner than what insurance paid for, and that a 3-month project stretched to a year due to crew turnover. The owner response acknowledged the feedback but did not address specifics.
- A 2-star reviewer (a Local Guide with 30 reviews) paid $300 for a mold quote visit and said the crew spent 15 minutes looking for a tape measure, had to remove a toilet for ladder access, and could not answer questions outside their department. Manager Eric disputed the characterization but did not waive the fee.
- This is a national company with a corporate structure. Office staff, field techs, and project managers operate in separate departments, which one reviewer flagged as creating communication gaps.
- The Michigan Center address is in a small town between Jackson and Grass Lake. Confirm their actual response time to your location before signing anything.