Provider profile
ServiceMaster Recovery by Close - Rochester
Provider snapshot
What this listing says
Rochester-area homeowners and businesses dealing with water damage or mold after basement flooding, backed by a locally owned ServiceMaster franchise with offices in Rochester, Syracuse, and Buffalo.
Best for
- Rochester, Webster, Fairport, and Pittsford homeowners who need mold remediation tied to water damage from basement flooding or pipe leaks.
- Commercial property owners in Monroe County who need a restoration company that handles both the water damage and the mold that follows, with after-hours scheduling available.
- Homeowners whose insurance company recommends ServiceMaster and who want a franchise with a named local owner rather than a corporate branch.
- Large-loss situations where you need a company that can mobilize quickly and scale up, drawing on staff from multiple offices across western New York.
About this company
ServiceMaster Recovery by Close is a locally owned ServiceMaster Restore franchise in Rochester, NY, run by the Close family. Chris Close is the owner and Bryan Close serves as Director of Operations. Their Rochester office at 146 Halstead St is one of three locations, with additional offices in Syracuse and Buffalo. Mold is one piece of a broader restoration operation that also covers water damage, fire and smoke damage, storm damage, and odor removal for both residential and commercial properties.
Their commercial mold page describes using moisture meters, infrared cameras, and air sampling devices to find hidden mold. They mention IICRC-trained technicians, containment, negative air, and antimicrobial treatments. They also list air scrubbers and dehumidification as part of their process. The team page shows a deep bench: multiple mitigation project managers, reconstruction project managers, a production manager, and a production coordinator. That staffing depth matters if you have a large or multi-phase project.
The franchise is part of a national network with over 65 years of history, but this location is family-operated and emphasizes local roots. They publish blog posts about Rochester-specific issues like sewer overflow risk, storm drain flooding near the Genesee River, and ground moisture near Irondequoit Bay, which suggests genuine familiarity with the area's water and mold problems.
Their Google rating sits at 4.6 stars across 96 reviews. The positive reviews are overwhelmingly about water damage work rather than mold specifically, and they consistently name individual team members.
Services
Service area
Headquartered at 146 Halstead St in Rochester, NY. Their website lists Webster, Fairport, Rochester, and Pittsford as areas served. They also operate offices in Syracuse and Buffalo, suggesting coverage across a large portion of western and central New York, though you should confirm which office handles your location.
Review consensus
Justin is the most frequently named employee across the reviews, appearing in at least 12 positive reviews. Customers describe him as responsive, knowledgeable, and good at explaining the process. Herbert is praised for promptness and going out of his way to help, including showing up on Christmas Eve. Randy and Randy B are noted for staying attentive throughout remediation and maintaining regular contact. Dylan, Tony, Tyler, Reggie, Victoria, and Antwaune are named in positive reviews for politeness and efficient work. Julia (also referenced as Julie and Juliana) is praised for hands-on project management, including checking progress daily and resolving problems on weekends. Recurring themes include fast response times, clear communication throughout the process, and polite crews.
4 found across 96 total reviews at 4.6★. Three of the four 1-star reviews describe the same incident from different perspectives: a homeowner, a neighbor, and a friend. The homeowner (Jenn C, a Local Guide with 14 reviews) says a project manager named Dylan came to her flooded basement on a Thursday evening, left a small dehumidifier, and promised the crew would return Saturday to begin full mitigation. The crew never returned. She says she called, messaged, and emailed with no response. By Monday she asked them to pick up the equipment. The company then billed her insurance roughly $540 for emergency services, dehumidifier setup, rental, and tax. She names Justin as the person she spoke with about the billing dispute. The two corroborating reviews from neighbors describe watching a technician sit in her driveway for 45 minutes before leaving, and neighbors stepping in with fans to help. The fourth 1-star review (Nick C) has no text. None of these reviews received an owner response.
The company did not respond to any of the four recent negative reviews. For a franchise that generates strong positive word-of-mouth through named employees, the silence on a detailed, multi-review complaint cluster is notable. The incident itself reads like a field-level breakdown where the initial technician made commitments the office did not follow through on, rather than a company-wide pattern. But the zero percent owner response rate on negatives means potential customers cannot see how the company handles disputes.
Justin (General Manager, Rochester — praised in 12+ positive reviews for responsiveness, knowledge, and communication; named in Jenn C's negative review as the person she discussed billing with). Herbert/Herb (technician/manager — praised for promptness, helpfulness, and showing up on Christmas Eve). Randy/Randy B (mitigation project manager — praised for attentiveness and regular contact). Dylan (team member — praised in several positives for efficiency; named in Jenn C's negative as the project manager who set up equipment but did not return). Julie/Julia/Juliana (project manager — praised for daily check-ins, problem-solving on weekends, and helpfulness). JJ (team member — praised for efficiency). Tony (team member — praised for politeness and efficiency). Tyler (team member — praised as courteous and personable). Reggie (team member — praised for helpfulness). Victoria (team member — praised for helpfulness). Antwaune (team member — praised for helpfulness). Bryan Price (estimator — praised for patience and answering questions). Tim (manager — praised for support and availability). Dave (team member — praised for knowledge). Bryce (team manager — praised for attentiveness in earlier review).
Ask for Justin by name if you want the person most consistently praised in reviews. Before work begins, get a written scope and timeline that specifies exactly when crews will return and what the billing covers if the schedule slips. The 2026 billing dispute shows what can go wrong when verbal promises are not documented.
Keep in mind
- They do both mold testing and mold remediation. That means the same company diagnosing your mold problem also profits from fixing it. Ask whether they will accept a third-party inspection report, or consider getting an independent test before committing to remediation.
- All four recent 1-star reviews involve a single incident where the company allegedly left a dehumidifier, failed to return as promised, then billed the homeowner for equipment rental. No owner response was posted on any of these reviews, which means the company's side of the story is not public.
- Most positive reviews describe water damage restoration, not mold-specific work. If your project is mold-only, ask specifically about their mold remediation experience and who would manage it.
- Their service area page lists Webster, Fairport, Rochester, and Pittsford, but they have offices in Syracuse and Buffalo too. Confirm which office and crew would handle your job before booking.