Provider profile
911 Restoration of Reno
Provider snapshot
What this listing says
Reno and Lake Tahoe homeowners dealing with water damage that has led to mold, who want one company to handle extraction, remediation, and reconstruction under a single insurance claim.
Best for
- Reno, Sparks, and Lake Tahoe homeowners who need same-day emergency response for water damage or mold discovery.
- Property owners who want one company to handle the full sequence from water extraction through mold remediation to rebuild, on a single insurance claim.
- Landlords and property managers handling recurring restoration needs across multiple properties in Northern Nevada.
About this company
911 Restoration of Reno is a franchise location owned by Chris Poulin, who grew up in Reno. The company operates out of Kivett Lane and covers Reno, Sparks, Carson City, Lake Tahoe, Truckee, and surrounding Northern Nevada and Northern California communities. Their primary identity is water damage restoration, but they handle the full chain from water extraction through mold remediation to reconstruction.
The service list runs wide: water damage, mold removal, fire damage, sewage cleanup, asbestos abatement, crime scene cleanup, storm damage, sanitization, and commercial restoration. For mold work, their website describes a seven-step process that includes containment with negative air pressure, HEPA air scrubbers, antimicrobial treatments, and material removal. They hold IICRC certifications including Water Damage Restoration Technician and Fire & Smoke Restoration Technician. They advertise a 45-minute response time and 24/7 availability.
4.9 stars across 626 Google reviews is unusually high for a restoration company at this volume. Repeat customers show up in the review data, and several reviewers mention using them for multiple jobs.
Services
Service area
Headquartered on Kivett Lane in Reno, Nevada. Serves Reno, Sparks, Spanish Springs, Carson City, Fernley, Fallon, Dayton, Lake Tahoe, Truckee, Incline Village, Tahoe City, Verdi, Cold Springs, Gardnerville, Glenbrook, and surrounding Northern Nevada and Northern California communities.
Review consensus
John Black draws the most mentions as a project manager who explains the process, answers questions, and responds quickly to emergencies. Amanda Rupley gets repeated praise for inspections, walk-throughs, and follow-through on mold and water jobs. Ronnie is named for fast emergency response. Billy, Aldo, and Diego are recognized for hands-on work quality. Ida stands out for speed and efficiency on time-sensitive jobs. Multiple reviewers mention same-day or next-day response, including weekends and holidays. Several property managers and repeat customers report using the company on multiple jobs without issues.
3 found across 626 total reviews at 4.9★. 3 found across 626 total reviews at 4.9 stars. The most detailed negative (1 star, November 2025) describes a mold remediation job where the crew arrived without proper air scrubber filters, threw contaminated carpet into the living room, spilled bleach on a quilt, and left the job in a state that failed independent clearance testing. The reviewer noted missing metal brush scrubbing, rodent droppings left behind, and insect nests on surfaces that were supposed to be cleaned. The company returned and spent three days fixing the work, but then refused to waive a 3.5% credit card processing fee the reviewer requested as compensation for a damaged $350 quilt. Owner Chris Poulin responded acknowledging the failures and stating the matter was escalated to senior leadership. A 2-star review from a Local Guide (February 2026) called the company overpriced for a small amount of work, though the owner response explained they use Xactimate insurance-standard pricing. A second 2-star review (December 2024) complained about slow follow-up after demolition and lack of help finding contractors for the rebuild phase. The owner stated they had referred multiple companies.
The negative reviews point to a gap between the sales/intake experience and field execution. The intake team and project managers (John, Amanda) draw strong praise, but the one detailed remediation complaint suggests field crews can deliver inconsistent work quality when unsupervised. The 100% owner response rate shows active reputation management, and the responses are personalized rather than templated, which is a positive signal. The company did return to fix the failed remediation job, indicating willingness to make things right even if the initial work fell short.
John Black (project manager — praised repeatedly for communication, responsiveness, and guiding customers through the process). Amanda Rupley (inspections, walk-throughs, customer service — consistently praised). Ronnie (emergency response — praised for fast arrival and damage assessment). Billy (technician — praised for hands-on work). Diego (technician — praised for water extraction work). Aldo (technician — praised for attic mold cleanup and crawl space work). Jerry (technician — praised). Ida (project coordination — praised for speed and efficiency). Sam (project work — praised). Mike (coordination — praised). Frank (project coordination — praised). Henry (technician — praised for persistence). Matthew (technician — praised for water damage work). Donny (technician — praised). Kaylee (administrative support — praised for patience). Jeremy (technician — praised for emergency response). Amanda B. (customer service — praised). Kasey (emergency support — praised). Natasha (emergency support — praised). Anthony (technician — praised). Albert (technician — praised). Manny (technician — praised). Isaiah (technician — praised for spotting a hidden roof leak). Bret (technician — praised). Reuben (technician — praised). Oscar (technician — praised). Chris Poulin (owner — named in owner responses to negatives).
At 4.9 stars with 626 reviews and only 3 negatives in 18 months, this is a high-performing operation by the numbers. Ask for John or Amanda on your project, request a detailed Xactimate estimate before work starts, and arrange your own independent clearance testing after any mold remediation. The one serious complaint was resolved, but it took the homeowner pushing for it.
Keep in mind
- They do both mold testing and mold remediation. This is a conflict of interest because the company that finds the mold also profits from removing it. Get an independent inspection before committing to remediation work.
- One reviewer reported the crew skipped standard remediation steps (no metal brush scrubbing, no HEPA vacuuming, left debris) and the job failed independent clearance testing. The company returned and spent three additional days completing the work, but the initial quality gap is worth noting.
- Two reviewers flagged pricing concerns. The company uses Xactimate (insurance-standard estimating software), which can produce bills that feel high when the homeowner sees line items their insurance approved. Ask for a detailed estimate before work begins.
- Their service area spans from Fallon to Truckee to Lake Tahoe. Response times for locations far from their Reno base on Kivett Lane will vary.