Kustom Disaster Restoration

Rob Brason is the most-mentioned project manager, with at least seven reviews praising his responsiveness, attention to detail, and ability to manage complex restoration projects remotely and locally. Leo Gutierrez draws strong praise for communication and guiding homeowners through the process from start to finish. Marcus, Ricky, and Keno Emmanuel form the mitigation team most frequently named, consistently praised for professionalism, daily updates, and leaving job sites clean. Veronica and Susie are noted for managing reconstruction coordination, particularly after Hurricane Helene. Reviewers frequently cite Kustom's speed of response, willingness to work directly with insurance adjusters, and clear communication throughout multi-week projects. Several reviewers mention that the finished work exceeded the condition of their home before the damage occurred.

2 found across 360 total reviews at 4.8★. One reviewer tried calling for three days and never reached anyone. The owner responded with a generic email redirect to socialmedia@kustom.us. A second, much more detailed 1-star review describes a storm damage project spanning over a year with repeated failures: crews arriving unannounced without knowing what needed to be done, wrong materials ordered, metal debris and nails left in the yard (causing a flat tire), gutters installed incorrectly and falling off in the rain, and work items marked complete that were not finished. The reviewer names Veronica as unresponsive on follow-up coordination but praises Josh DeRossett as the only person who responded promptly. The owner acknowledged the failures and said the concerns were escalated to area management.

The gap between mitigation and reconstruction quality is a recurring theme. The on-site mitigation crews (Marcus, Ricky, Keno) earn near-universal praise for professionalism and communication. The complaints cluster around the reconstruction phase: office-to-field coordination, accurate scoping, and follow-through on punch-list items. The 2-star review specifically praises the mitigation team while flagging inflated repair quotes. This split suggests the Charlotte office's mitigation operation runs well, but the handoff to reconstruction introduces risk. Owner responses vary: one was a personalized acknowledgment with escalation, one was a template redirect, and one misread a 3-star review as a 5-star review.

Rob Brason (project manager — consistently positive). Leo Gutierrez (contractor/project manager — consistently positive). Marcus (mitigation technician — consistently positive). Ricky (mitigation technician — consistently positive). Keno Emmanuel (lead mitigation technician — consistently positive). Veronica (construction coordinator — mixed; praised by some, criticized for poor communication in one detailed negative). Susie (construction coordinator — positive). Josh DeRossett (initial contact/damage assessment — positive, praised for responsiveness in an otherwise negative review). David Bagg (project coordinator — positive). Rafael (inspector/initial contact — positive). Jason (project manager — positive). Keno and Rafael together noted for fast response. Jordan (mitigation — positive). Mike and Dominick (positive, noted as communicative). Chaz McCue (positive, responsive on holidays). Jonathan (positive, commercial responsiveness). Kyle (positive, corrected issues). Daniel (positive).

Ask for Rob or Leo as your project manager if you can. The mitigation crews here are strong, but keep close tabs once the project moves into the reconstruction phase. Get a written scope of work and review it line by line before the repair estimate goes to your insurance company.