Provider profile
SERVPRO of Rio Rancho/Sandoval County
Provider snapshot
What this listing says
Rio Rancho and Sandoval County homeowners dealing with water-triggered mold from burst pipes or swamp cooler condensation who need same-day emergency response and in-house rebuild.
Best for
- Rio Rancho and Sandoval County homeowners who need mold remediation tied to water damage and want one company to handle demo, dry-out, mold treatment, and rebuild.
- Properties where swamp cooler condensation or rooftop cooler line leaks have caused hidden moisture in ceilings or walls.
- Homeowners who want insurance claims handled by the restoration company, with documentation and adjuster coordination included.
- Commercial property managers needing after-hours emergency mold or water response across Sandoval County.
- Buyers who value having named, consistent field technicians show up daily rather than rotating anonymous crews.
About this company
SERVPRO of Rio Rancho/Sandoval County is a nationally backed franchise owned by Tonya S. Smith, headquartered on Barbara Loop SE in Rio Rancho. Mold remediation is one piece of a full-service restoration operation that also handles water damage, fire damage, storm cleanup, and post-disaster reconstruction. The franchise serves residential and commercial clients across Sandoval County and into parts of Bernalillo County.
The mold page describes a localized risk worth knowing about: swamp coolers, common in Rio Rancho homes, push indoor humidity high enough to cause condensation on windows and cold surfaces, and roof-mounted cooler lines can leak into attics, ceilings, and walls. The company runs both mold testing and remediation in-house, and their mold process includes containment, air filtration with HEPA vacuums and air scrubbers, antimicrobial treatment, and removal of infested drywall, carpet, and insulation. They also handle the rebuild afterward with their own construction crew.
Tonya S. Smith owns the franchise. The company runs 24/7 emergency response and works directly with insurance carriers to document damage and coordinate claims. They also hold a hood cleaning certification and do commercial kitchen exhaust cleaning for restaurants.
110 Google reviews at 4.6 stars reflects a company that draws strong praise from most customers, particularly for fast response times and named field crews. The negative reviews cluster around billing disputes and slow follow-up on estimates rather than the quality of the remediation work itself.
Services
Service area
Headquartered in Rio Rancho, New Mexico. The franchise lists service areas including Rio Rancho, Corrales, Bernalillo, Santo Domingo Pueblo, Cochiti Pueblo, Cochiti Lake, Placitas, and Cuba. Reviews also come from customers in Albuquerque, Santa Fe, Belen, Los Lunas, Socorro, and northeastern Arizona, suggesting the actual service radius extends well beyond Sandoval County.
Review consensus
Justin appears in more reviews than any other technician, praised for daily visits during dry-out, punctuality, and clear communication. Joel Lopez and Miguel draw repeated praise for rebuild quality, with multiple reviewers saying the finished work made damage invisible. Ryan W. gets credit for thorough inspections and advocating for customers with insurance. Brittany and Bethany stand out for project management, communication, and easing customer anxiety during sewage and water emergencies. Several reviews mention same-day or sub-90-minute response times for emergency water calls, including late nights and weekends. Angel and Justin handled multiple weekend emergency calls together.
6 found across 110 total reviews at 4.6★. Johnelle Long reported drywall damage during work, said workers left a removed vanity uncovered outdoors, and that a capped water line kept dripping afterward. The owner responded that the responsible employee was fired and that Bill and a new team were working to rebuild the bathroom. Chris File said the company dragged out demo to increase the insurance payout, then left mold behind and refused to cover replacement costs. The owner's response stated they had drying logs and moisture readings proving the dry-out met standards, and that they provided multi-thousand-dollar remediation at no cost but could not retroactively add materials to the insurance claim. TheGarnisher described a $5,000 bill for four days of fans after a house flood and said the company threatened collections when they asked for extra time to resolve a complicated insurance claim. The owner responded that they could not locate the customer in their system. Monique Hern called management "terrible" and claimed the company sends lawyers after critics. Two 1-star reviews from Manuel Urbina and Alex Crutchley contained no text. Gino Romero (2 stars) said the company failed to provide a promised repair estimate twice, and the owner again could not find the customer in their system.
The owner responds to about 75% of negative reviews, but a recurring theme in those responses is claiming the reviewer cannot be found in their system. This appeared on 3 of 8 recent negative reviews. In at least one case (TheGarnisher), the detailed complaint suggests a real customer experience. The pattern raises a question about whether the franchise's record-keeping matches its actual service footprint, or whether some responses are a deflection tactic. Separately, the most substantive complaints (Chris File, Johnelle Long) both received personalized, detailed owner responses that acknowledged specific facts and described remedial actions taken.
Justin (technician — praised repeatedly for daily visits, punctuality, and thorough dry-out work). Joel Lopez (rebuild technician — praised repeatedly for quality reconstruction and painting). Ryan W. (technician — praised for inspections, insurance advocacy, and communication). Miguel (rebuild helper — praised alongside Joel for reconstruction). Chris (technician — praised for demo work and deep cleaning). Brittany/Brittney (project manager — praised for communication and moisture checks). Bethany (project coordinator — praised for sewage emergency communication). Anthony (project manager — praised for patience). Amy Torres (general contractor — praised for diligence on water and mold remediation). Michelle (office manager — praised for coordination). Jesus/Jezus (technician — praised for carpet cleaning, packing care, and deep cleaning). Luis (technician — praised for repair work with Jose). Jose (technician — praised for timely repairs and communication). Angel (technician — praised for weekend emergency response). Andrew (technician — praised for regular office cleaning and demo work). Wes (technician — praised for water damage work). Amos (technician — praised for explaining process). Keith (technician — praised for flood response and mold prevention). Jared (technician — praised for water cleanup). Bill (rebuild — mentioned in owner response as handling Johnelle Long's rebuild). Greg (client services — mentioned in owner response to Chris File). Chris Lucero (crew leader — praised for going above and beyond). Joseph (technician — praised for water damage work).
Ask for Justin, Joel, or Ryan by name if you can. The field crews draw strong, specific praise across dozens of reviews. Get your mold tested independently before signing a remediation contract, since this company does both. Pin down estimate timelines and payment terms in writing before work starts, especially if your insurance claim is complicated.
Keep in mind
- This company does both mold testing and mold remediation. That creates a conflict of interest: the same company that tells you whether you have mold also sells the remediation. Consider getting an independent mold test before or after their work.
- Multiple reviewers report slow follow-up on repair estimates. One waited over a week. If you need a quote for rebuild work, ask for a specific timeline in writing.
- The franchise responded to two negative reviews by saying the customer could not be found in their system and suggested the review might be for a different SERVPRO location. Confirm you are reaching the Rio Rancho/Sandoval County franchise specifically when calling.
- One reviewer reported the company threatened collections for a water damage bill while the customer was still sorting out a complicated insurance claim. Ask about payment terms and insurance timeline flexibility before work begins.