Provider profile
Emergency Restoration Xperts (ERX)
Provider snapshot
What this listing says
Charlotte-area homeowners dealing with water damage who need a full-service restoration company that handles mitigation through reconstruction under one roof, with 24/7 emergency response across the Carolinas.
Best for
- Charlotte and surrounding NC/SC homeowners who need emergency water damage mitigation with same-day or after-hours response.
- Property owners who want one company to handle the full restoration cycle from emergency drying through reconstruction, rather than coordinating multiple contractors.
- Commercial property managers who need a restoration company with multi-location coverage across the Carolinas.
- Homeowners filing insurance claims who want a company that documents damage extensively for adjuster review.
About this company
Emergency Restoration Xperts (ERX) is a Charlotte-based restoration company that handles water, fire, storm, and mold damage for both residential and commercial properties. They run the full cycle: 24/7 emergency mitigation, remediation, and reconstruction, meaning you can stay with one company from the midnight pipe burst through the final paint touch-up.
ERX describes a mold remediation process that includes containment with negative air pressure, HEPA filtration, removal of affected materials, drying, and restoration. Their water damage work follows a seven-step process from emergency response through structural drying and remodeling. They also handle contents packing, cleaning, and insurance documentation, with reviewers noting the company sends hundreds of photos to support claims.
The company is family owned, operating since 2013 out of Charlotte with offices in Greensboro, Hickory, Boone, and Asheville in North Carolina, plus Columbia and Greenville in South Carolina. They hold contractor licenses in both states (NC-74174, SC-120094) and display IICRC and BBB affiliations on their website.
At 4.4 stars across 306 Google reviews, ERX sits below the 4.5 threshold where most buyers feel comfortable. The split is stark: the mitigation side of the business earns strong praise, while the reconstruction and project management side generates nearly all the complaints.
Services
Service area
ERX is headquartered in Charlotte, North Carolina with offices in Greensboro, Hickory, Boone, and Asheville across the state. They also operate in Columbia and Greenville, South Carolina. The multi-state footprint is broad for a company of this size, and reviewer locations confirm active work in the Charlotte metro and western NC.
Review consensus
The mitigation team, especially Kam and Craig, draws repeated praise across dozens of reviews for fast after-hours response, moisture expertise, and clear communication during the drying phase. Damon stands out as the most-praised project manager, with at least eight reviewers calling out his responsiveness, speed, and ability to coordinate contractors. Dylan earns similar praise as a project manager who keeps homeowners informed and follows through. Victor, Alex Morones (lead technician), and Kevin (customer support) are highlighted for attentiveness on large water damage jobs. Jeff Williams draws praise for efficiency at the Asheville office. Neil Helms turned around one reviewer's job after a rough start. Reviewers consistently note that ERX documents damage heavily for insurance claims, with one adjuster reportedly surprised at how dry the property was after mitigation.
13 found across 306 total reviews at 4.4★. Extreme project delays dominate. Lydia Anderson's kitchen restoration from a leak took from April to October. Christopher and Tiffany Davis describe a kitchen left in dangerous disarray for over five weeks with exposed electrical and a loose quartz slab near small children. EL McCall, a senior citizen, reports a ceiling repair attempted and failed five times. Jackie Kohnen's father waited months with minimal progress during a family crisis. Victoria Mack's fire rebuild ran past its October deadline after project manager Kyle was let go mid-project. Lisa Chase's weather claim took nearly a year. Multiple reviewers describe a pattern: mitigation starts fast, then the reconstruction phase stalls with weeks of no activity. Communication breakdowns compound the delays, with customers unable to reach their project manager or getting shuffled between contacts. Grace Kennedy describes being sent to collections over a billing dispute where the PM verbally promised the balance was between ERX and insurance. Lion Heart reports missing personal items after contents packing.
The reviews paint two different companies. The mitigation side (Kam, Craig, and the emergency crews) consistently earns praise for speed, communication, and technical skill. The reconstruction and project management side generates nearly all the complaints: delays, subcontractor quality issues, PM turnover, and billing disputes. This split is structural. ERX appears to run its own mitigation crews but relies on subcontractors for reconstruction, and project manager turnover (multiple reviewers report being reassigned mid-job) creates continuity problems. Owner responses follow a near-identical template across most negatives, offering a phone number without engaging with specifics. The one exception is the Davis/Kennedy responses, where the owner provides factual counterpoints about contract terms and adjuster disputes.
Damon (project manager — consistently positive, praised in 8+ reviews). Dylan (project manager — positive, praised for communication in 6+ reviews). Kam (mitigation technician — positive, praised in 7+ reviews alongside Craig). Craig (mitigation technician — positive, praised in 7+ reviews alongside Kam). Victor (technician — positive, praised for compassion and organization). Alex Morones (lead technician — positive, praised for expertise). Kevin (customer support — positive, praised for responsiveness). Neil Helms (project manager — positive, turned around a troubled job). Jeff Williams (Asheville office — positive, praised for efficiency). Jessi (technician — positive). Tyler Kornegay (project manager — mixed, praised for salvaging Victoria Mack's project but also named in other contexts). Kyle (project manager — negative, let go mid-project per Victoria Mack's review, praised in earlier reviews before departure). Rachel Siegworth (positive, praised for compassion after a building fire). Paul (customer service — positive per Victoria Mack). Glenn (contractor — positive, praised for trim work). Chris (contractor — positive, praised for flooring). Philipe (contractor — positive, praised for floor installation). Sam Kennedy (mitigation — positive). Brandon (technician — positive). Ian Baker (Charlotte General Manager — named in owner response). Keith Krause (positive, praised for knowledge). Mark (positive, project work). Evan (project manager — positive). Tyreq (positive, praised for dependability).
Ask for Damon or Dylan as your project manager if you can. The mitigation crews, especially Kam and Craig, do strong work, but the reconstruction phase is where projects stall and complaints pile up. Get a written timeline with penalty clauses, do not sign over insurance checks until you understand the terms, and if you need mold work, bring in an independent assessor first since ERX does both testing and remediation.
Keep in mind
- ERX does both mold testing and mold remediation. This is a conflict of interest: the company assessing whether you have a mold problem is the same one that profits from fixing it. Get an independent mold assessment before agreeing to remediation work.
- Project delays are the dominant complaint in reviews. Multiple customers report jobs that started with a timeline of weeks and stretched to 6-10 months, with long gaps where no work happened. Get a written timeline with milestones before signing.
- Several reviewers report being referred to ERX by their plumber and later discovering the company pays referral fees to contractors. This does not mean the referral is bad, but know that your plumber has a financial incentive.
- The company asks customers to sign over insurance checks before work begins. Multiple reviewers describe feeling locked in after doing so. Understand the payment terms and get an attorney to review the contract if the scope is large.
- ERX relies on subcontractors for much of the reconstruction work, and the quality varies. The mitigation team (Kam, Craig, and others) is consistently praised, but the construction phase draws most of the negative reviews.