Provider profile
SERVPRO of Mt. Airy Pilot Mountain
Provider snapshot
What this listing says
Surry and Stokes County homeowners dealing with mold after water damage who want a single company to handle mitigation through reconstruction under one insurance claim.
Best for
- Homeowners in Surry or Stokes County who find mold after a water event and want one company from mitigation through rebuild.
- Insurance policyholders who want the restoration company to coordinate directly with their adjuster — multiple reviewers confirm Cameron handles insurance paperwork.
- Commercial properties needing fast emergency response — the Holiday Inn Express in Hillsville and a local Subway both used this team.
- Households dealing with sewage backups or pipe failures that create mold-friendly conditions in basements or crawlspaces.
- Property owners who need packout and contents restoration alongside mold or water damage work.
About this company
SERVPRO of Mt. Airy Pilot Mountain is a locally owned SERVPRO franchise based at 502 N Andy Griffith Pkwy in Mt Airy, North Carolina, serving Surry and Stokes Counties. Their primary draw for mold work is the ability to handle the full sequence: water mitigation, mold remediation, and reconstruction under one roof. The website lists containment, HEPA air filtration, antimicrobial treatment, and air scrubbers as part of their mold remediation process. They do not perform mold testing.
What stands out here is the mitigation-to-construction pipeline. Most restoration companies subcontract the rebuild phase; this franchise keeps it in-house. Reviews confirm this: multiple customers describe Cameron or James coordinating both the initial emergency response and the follow-on repairs. The flip side is that the construction side moves slower than the mitigation side, which shows up in the negatives.
Owner James Gosnell is a U.S. Marine Corps veteran who served two overseas deployments before earning a finance degree from the University of South Alabama. Before opening this franchise, he managed large-scale commercial flooring projects across Florida and North Carolina. That construction background explains why this location offers rebuild services that many SERVPRO franchises do not.
4.8 stars across 196 Google reviews is a strong signal for a restoration company in a rural market. The volume reflects steady work through events like Tropical Storm Helene in late 2024, when multiple reviewers describe the team responding while managing a surge in emergency calls.
Services
Service area
Headquartered in Mt Airy, North Carolina. Serves Surry and Stokes Counties, including Mt Airy, King, Pilot Mountain, Dobson, Danbury, Pinnacle, Walnut Cove, Sandy Ridge, Lawsonville, White Plains, Germanton, Westfield, Prestonville, Francisco, Asbury, and Black Water. A commercial client review from Hillsville, Virginia suggests they take jobs across the state line as well.
Review consensus
Cameron Truban is the standout name. He appears in more reviews than any other employee, praised for fast initial response, direct communication, and handling insurance coordination. Reviewers describe him showing up within 30 minutes to an hour of first contact. Conrad and Ramey draw praise on mitigation jobs for being organized and giving frequent updates. John Michael and Ashley are named as reliable team members on larger projects. Robert is identified as a mitigation manager who kept customers informed. James Gosnell himself shows up in reviews for personally overseeing larger restoration and construction projects. The content cleaning crew — Mariela, Maria, Herminia, Victoria, Daisy, and Chela Hernandez — earned a dedicated shoutout for packout work.
3 found across 196 total reviews at 4.8★. Three complaints share a common thread: the construction and repair phase breaks down after a solid mitigation start. Celeste (May 2026) describes a four-month timeline for a small sewage restoration, a project manager who disappeared mid-job, tile work left with missing and cracked grout, and a shower door installed incorrectly twice. Jayme (April 2026, Local Guide, 16 reviews) had a separate issue: SERVPRO damaged a copper gas line removing a stove, and Sherry in the office repeatedly promised to follow up about a $224 repair bill but never did over several months. James responded publicly about pricing but did not address the property damage claim. Jon Wright (January 2025, Local Guide, 111 reviews, 1 like) reported a floor repair left unfinished for nine months after a 2022 water leak. James Gosnell's detailed response suggests the delays involved an ownership transition and scheduling complexity on both sides, but the repair was never completed.
The split between mitigation and construction quality is structural. Every negative review praises or accepts the initial water/sewage cleanup, then describes the rebuild phase falling apart — missed appointments, slow scheduling, quality issues with finish work. This is a common pattern in restoration companies that try to handle construction in-house: the emergency side runs on urgency and adrenaline, while the construction side requires sustained project management over weeks or months. Owner responses run 100% on recent negatives but vary in quality: James Gosnell's response to Jon Wright is detailed and engages with specifics, while the response to Celeste reads like a generic template. The response to Jayme addresses pricing but sidesteps the actual complaint about unreturned calls and property damage.
Cameron Truban (project manager — widely praised for responsiveness and insurance handling), James Gosnell (owner — praised on large projects, named in negatives for unresolved follow-up), Conrad (mitigation crew lead — praised for adaptability and communication), Ramey (mitigation crew — praised for early starts and quality work), Alex (mitigation — praised for mold subfloor work), John Michael (team member — praised for responsiveness), Ashley (team member — praised for communication and coordination), Robert (mitigation manager — praised for being informative and cordial), Hunter (mitigation crew — praised), Chris Matthews (team member — praised), Angel (mitigation crew — praised for sewage cleanup), Sherry (office staff — named in negative for not returning calls), Mariela, Maria, Herminia, Victoria, Daisy, Chela Hernandez (content cleaning crew — praised as a group).
For the mitigation and mold remediation phase, this team has a strong track record — Cameron in particular runs a tight initial response. If your job also requires construction or rebuild work, get the full timeline and scope in writing before authorizing that phase. Ask who your project manager will be and how often you will receive updates. The office follow-up issues flagged by Jayme suggest you should escalate concerns directly to James Gosnell rather than waiting for callbacks.
Keep in mind
- They do not perform mold testing. You will need a separate inspector to confirm mold presence before remediation begins and to clear the property afterward.
- The construction/rebuild phase runs significantly slower than their emergency mitigation. Two of three recent negative reviews describe months-long waits for repairs to finish after the initial water damage was addressed.
- Communication drops during the construction phase. Reviewers report having to initiate contact themselves for status updates, and one reviewer described a project manager change mid-job with no explanation.
- This is a SERVPRO franchise. The brand provides the training framework and national resources, but staffing, scheduling, and customer service are run locally by James Gosnell's team.
- Their service area covers Surry and Stokes Counties with 16+ listed towns. If you are on the outer edges, confirm response times before booking.