Provider profile
SERVPRO of SE Monroe County
Provider snapshot
What this listing says
SE Monroe County homeowners dealing with water damage that led to mold growth, backed by a franchise operating in Rochester since 1979 with a 4.9-star rating across 156 reviews.
Best for
- Homeowners in East Rochester, Penfield, or Fairport who need mold remediation after water damage — this crew handles both the water extraction and the mold work
- Situations where mold remediation requires tearing out drywall, insulation, or carpet and then rebuilding — SERVPRO handles the construction side in-house
- Homeowners who need contents packed out and stored during remediation — they have their own storage facility
- Commercial property managers in SE Monroe County who need fast response and insurance coordination
About this company
SERVPRO of SE Monroe County is a restoration franchise based in East Rochester, NY, owned by Douglas Glassman. They handle water damage, fire damage, mold remediation, storm damage, and construction rebuild — the full cycle from emergency response through reconstruction. They have operated in the greater Rochester area since 1979.
On the mold side, their website describes containment procedures, air scrubbers, HEPA vacuums, and antimicrobial treatments. They also handle contents packout and storage at their own facility during remediation work. Their staff trains at SERVPRO's corporate facility and holds IICRC-industry credentials. Nothing here is unusual for a SERVPRO franchise, but the contents handling and in-house construction rebuild mean you deal with one company from water extraction through wall replacement.
The franchise serves East Rochester, Penfield, and Fairport — a tight geographic footprint in southeastern Monroe County. Douglas Glassman is the named owner. The company has built relationships with local emergency services, having donated vehicle sanitization to the Rochester Police Department, Gates Fire District, and Webster Police Department during the pandemic.
4.9 stars across 156 Google reviews is exceptional. The volume is significant for a single SERVPRO franchise, and reviewers consistently name individual crew members — suggesting stable staffing rather than rotating subcontractors.
Services
Service area
Headquartered at 60 N Lincoln Rd in East Rochester, NY. They name East Rochester, Penfield, and Fairport as their primary service cities, covering southeastern Monroe County. The franchise has served the greater Rochester area since 1979.
Review consensus
Michael is the most frequently named crew member, appearing in over a dozen reviews spanning carpet cleaning, water extraction, mold remediation, and sewage cleanup. Reviewers describe him as honest, communicative, and willing to explain each step. Zeke draws specific praise for diagnosing root causes — one mold customer credited him with researching and identifying the source of their issue. Dillon, Tyler, Garrett, and Mark form a regularly mentioned field crew for water damage jobs. Jason DiBiase received standout praise for going above and beyond during a difficult personal situation. Office staff Kaitlyn, Andrea, Renee, and Amanda get credit for scheduling communication and keeping customers updated on arrival times. Multiple reviewers note same-day or next-day response, with several mentioning arrival within an hour.
1 found across 156 total reviews at 4.9★. One reviewer described their second experience with the company as negative — saying SERVPRO was pushy about doing the work, priced to match insurance adjuster payouts rather than actual needs, and made collection calls within weeks of the mold inspection. The reviewer was dealing with a deceased spouse's estate and could not immediately cash the insurance check. The owner responded that they only had one job on file for this customer, that the estimate did not change based on insurance, and that the work followed a mold assessment written per NYS law. The disagreement about whether the estimate was insurance-driven versus scope-driven is unresolved.
The single negative review touches on a structural tension in restoration work: the company coordinates with insurance companies, and one customer felt that made the pricing opaque. The owner's response was detailed and specific — citing NYS mold assessment protocol and disputing the reviewer's claim of a prior job. This is a company that actively manages its reputation with substantive responses rather than template deflections.
Michael (field technician — praised repeatedly across dozens of reviews for communication, honesty, and work quality). Zeke (technician — praised for root cause diagnosis and mold remediation). Dillon/Dylan (technician — praised for water damage response and mold work). Tyler (technician — praised for water extraction and equipment setup). Garrett/Garret (technician — praised for water damage cleanup). Mark (technician — praised for demolition and drying work). Jason DiBiase (technician — praised for going above and beyond). Jason U (technician — praised for water damage and fire response). AJ (technician — praised for cleaning and water damage). Shane (technician — praised for knowledge and mold page testimonial). Abdul (technician — praised for carpet and cleaning work). Avonnye (technician — praised for cleanup work). John (technician — praised for water cleanup and carpet cleaning). Lorenzo (technician — praised for remediation work). Anthony (technician — praised for water cleanup). Jimmy (technician — praised for packout and equipment removal). Jonathan (technician — praised for packout work). Matt (technician — praised for efflorescence removal). Ricky (technician — praised for efflorescence removal). Kyle (technician — praised for water damage response). Julian (technician — praised for water damage work). Peter (technician — praised for furniture storage). Hunter (technician — praised for furniture storage). Angel (technician — praised for water damage work). Leon (technician — praised for water damage work). Urso (technician — praised for water damage work). Lamaj (technician — praised for deep cleaning). Kaitlyn (office — praised for scheduling and updates). Andrea (office — praised for industry knowledge and coordination). Renee (office — praised for helpfulness). Amanda (office — praised for phone communication). Mike Necci (named in mold remediation review — praised for accessibility and attentiveness).
With 156 reviews and a 4.9 rating, this franchise has an unusually strong track record for a SERVPRO location. Ask for Michael or Zeke if your job involves mold. Get the scope of work in writing before the crew starts, and ask how the estimate relates to the insurance adjuster's assessment — the one negative review centers on that dynamic. The office staff communicates proactively, so expect calls about scheduling and payment.
Keep in mind
- One reviewer described aggressive collection calls while trying to settle a deceased spouse's estate — the owner responded that they called a few times without hearing back, but the timing pressure is worth knowing about
- This is a SERVPRO franchise, so pricing follows SERVPRO's national rate structure — one reviewer felt the estimates track too closely to insurance adjuster payouts rather than actual scope of work
- Their mold page mentions inspection and sampling, but they are classified as a remediation company, not a testing company — ask whether they perform independent mold testing or refer that out
- Service area is focused on SE Monroe County (East Rochester, Penfield, Fairport) — if you are outside that zone, confirm coverage before scheduling