Provider profile
Servpro of NE Monroe County
Provider snapshot
What this listing says
Rochester-area homeowners dealing with mold after water damage who want a single crew to handle extraction, remediation, and reconstruction under one franchise that has operated locally since 1979.
Best for
- Homeowners in Rochester, Irondequoit, or Webster who need mold remediation tied to a recent water event and want one company to handle everything from water extraction through rebuild.
- Commercial property managers who need fast-response restoration with insurance coordination baked in -- SERVPRO works directly with carriers to document damage and manage claims paperwork.
- Anyone facing a mold situation that also involves damaged contents, furniture, or documents -- their packout and contents restoration service can move belongings to a climate-controlled facility during remediation.
- Buyers who want the backing of a national franchise brand with a locally owned operation that has nearly five decades of community roots.
About this company
SERVPRO of NE Monroe County is a restoration franchise on Titus Avenue in Rochester, owned by Douglas Glassman. Mold remediation is one piece of a broader operation that centers on water damage, fire damage, and storm cleanup. They do not perform mold testing or inspection -- only remediation and the repair work that follows. Their mold page describes containment, air scrubbers, HEPA vacuums, and antimicrobial treatments as part of their process.
What stands out is the water-to-mold pipeline. Most of their reviews involve water emergencies -- burst pipes, ice dams, flooded basements -- and the same crews that extract water also handle mold remediation and post-remediation construction. They run a contents packout operation with a climate-controlled storage facility and digital inventory tracking. For someone whose mold problem started as a water event, having one company manage the full sequence from extraction through rebuild is genuinely convenient.
This franchise has been in the Rochester market since 1979. Staff turnover looks manageable for the industry -- names like Michael, Tyler, and Zeke appear across reviews spanning many months. The office side gets praise too, with Andrea mentioned multiple times for coordination and communication.
4.9 stars across 55 Google reviews is a strong record. Only one review in the last 18 months falls below 4 stars. For a restoration company that handles high-stress emergency work, that consistency is worth noting.
Services
Service area
Headquartered at 572 Titus Ave Suite E in Rochester, NY. Their website names Rochester, Irondequoit, and Webster as primary service areas. Website testimonials also reference customers in Penfield, Brighton, East Rochester, Brockport, and Ontario, suggesting they cover much of Monroe County and potentially neighboring counties.
Review consensus
Fast response time dominates the reviews -- multiple customers describe crews arriving within an hour of calling. Michael appears in at least eight reviews as crew lead or supervisor, consistently praised for efficiency and communication. Tyler and Mark are noted for water damage work. Zeke is mentioned as both estimator and crew lead, with one reviewer highlighting daily briefings and coordination with insurance adjusters. Andrea in the office gets specific praise for walking customers through the process and providing consistent communication. Several reviews note that crews set up protective sheeting, gave morning briefings and afternoon summaries, and cleaned up thoroughly after the work.
1 found across 55 total reviews at 4.9★. One reviewer (Nicole Taglieri, August 2025) reported that SERVPRO threw away her mother's oil paintings after damaging them during cleaning, then blamed the contractor. The owner responded by name, denied disposing of any contents, and directed the reviewer to contact Zack, the on-site manager. The reviewer and the owner disagree on a factual question -- whether SERVPRO or a third-party contractor disposed of the items. Neither side provided documentation in the review thread.
The review base is heavily skewed toward water damage emergencies. Only two reviewers mention mold specifically (one praising a mold situation response, one mentioning fire cleanup that likely involved mold). The 4.9-star rating with 55 reviews is built almost entirely on water and fire restoration work. The owner responds to negatives with specific details and named staff rather than template replies -- the one negative in the 18-month window received a personalized response within a week, naming the manager and offering a direct call.
Michael (crew lead/supervisor -- praised in 8+ reviews for efficiency and communication). Tyler (field technician -- praised for water damage work). Mark (field technician -- praised alongside Tyler and Michael). Zeke (estimator/crew lead -- praised for organizing jobs, daily briefings, insurance coordination). Zack/Zach (manager -- named by owner in response to complaint, also praised in positive reviews for estimates). Andrea (office coordinator -- praised for communication and customer guidance). Julian, Garrett, Dillon/Dillion (field crew -- praised for ice dam and water mitigation). Jason U (field technician -- praised for water main break response). Abdul (field technician -- praised for punctuality and efficiency). John/Jon (field technician -- praised for detail, checking in, explaining processes). Kyle (field technician -- praised in flood mitigation). AJ (field technician -- praised in multiple water damage jobs). Bryan, Reuben (field crew -- praised for flooded basement and carpet work). Ashley (field crew -- praised for sewage cleanup).
Ask for Michael or Zeke if your mold job involves water damage -- they show up repeatedly in reviews and seem to run the tighter crews. Get your own independent mold test before and after remediation since SERVPRO does not do testing. If the job involves contents handling, get the packout inventory process documented in writing before work starts.
Keep in mind
- They do not do mold testing or independent inspection. You will need a separate company to test before and after remediation. Get your own testing done by a third party who has no financial interest in the remediation scope.
- This is a SERVPRO franchise, which means the brand is national but the operation is independently owned. Quality depends on the local owner and crew, not the brand name. The Rochester franchise has a strong track record, but do not assume another SERVPRO location will deliver the same experience.
- Their core business is water and fire damage restoration. Mold remediation is a secondary service. If your mold problem is not connected to a water event, ask specifically about their mold-only experience and crew assignments.
- One recent reviewer accused SERVPRO of disposing of irreplaceable personal items during a cleaning job. The owner disputed the claim and pointed to an on-site manager as a witness. Regardless of who is right, clarify in writing what happens to your belongings during any packout or contents handling.