Provider profile
SERVPRO of Southwest Raleigh/Holly Springs
Provider snapshot
What this listing says
Southwest Raleigh and Holly Springs homeowners dealing with water damage who need same-day emergency response and insurance coordination from a franchise with 486 Google reviews.
Best for
- Southwest Raleigh, Holly Springs, Garner, or Apex homeowners who need emergency water extraction and drying within hours of a pipe burst or flood.
- Property owners whose mold problem started from water damage and want one company to handle extraction, drying, and mold remediation in sequence.
- Commercial property managers — restaurants, retail, multifamily — who need a 24/7 restoration team that coordinates directly with insurance adjusters.
- Homeowners with insurance claims who want a restoration company experienced in adjuster communication and damage documentation.
About this company
SERVPRO of Southwest Raleigh/Holly Springs is a franchise restoration company based at 613 Mercury Street in Raleigh, NC. Owned by Kelly G. and Christopher D. Edwards, this location handles water damage, fire damage, mold remediation, storm cleanup, and reconstruction across southwest Raleigh, Holly Springs, Garner, Fuquay-Varina, Cary, and Apex. Their primary identity is water damage restoration — that is what drives most of their review volume and where their field crews earn the strongest praise.
Their mold remediation page describes a seven-step process: inspection, containment, air filtration with HEPA vacuums and air scrubbers, removal using antimicrobial treatments, cleaning of structural elements, and reconstruction. They do remediation only — they do not do mold testing, so you would need a separate company for that. They claim IICRC credentials and offer 24/7 emergency response with direct insurance adjuster coordination.
The SERVPRO brand has operated since 1967, though this franchise's specific start date is not stated on their website. The Edwards own and operate this location as an independently run franchise. Their service area covers a focused corridor from southwest Raleigh through Holly Springs, Apex, and Fuquay-Varina, with named neighborhoods including Cameron Village, Lake Johnson, and areas near NC State University.
A 4.9-star rating across 486 Google reviews is genuinely unusual for a restoration company at this volume. Most of that goodwill comes from the mitigation crews — the field technicians who show up same-day for water extraction and drying. The gap between mitigation praise and reconstruction complaints is worth understanding before you hire them for anything beyond emergency response.
Services
Service area
Based in Raleigh, NC at 613 Mercury Street. Covers southwest Raleigh, Holly Springs, Garner, Fuquay-Varina, Cary, Apex, and New Hill, plus Raleigh neighborhoods including Cameron Village, Cameron Park, Boylan Heights, and areas near NC State University and Lake Johnson.
Review consensus
Field mitigation technicians get consistently strong praise. Teagan stands out across at least five reviews for being hands-on, communicative, and good at walking homeowners through the process. Hector Zapata earned four back-to-back five-star reviews in March 2025 for restoration work — multiple reviewers specifically praised his neatness and knowledge. Daryl Burgwyn and his crew draw repeated mentions for dependability and quality remodeling work. Mike Greco earned a loyalty pledge from one reviewer. Will Watson gets multiple mentions on the website testimonials for detailed, clean water damage work. Same-day or within-the-hour response times come up repeatedly — several reviewers note SERVPRO arriving in under 45 minutes for emergencies. Insurance coordination is a recurring positive: the team documents damage and works directly with adjusters.
6 found across 486 total reviews at 4.9★. Six one-star complaints share a common thread: the initial emergency response works well, then communication collapses. Stephen Horton (June 2026) said Matt was professional at first but ghosted him, the demo crew put a hole in his mother's wall, and Dena promised to have Justin follow up — two months later, nothing. Oliver Grochocki (March 2026) described being pressured into repairs without estimates, pricing at double competitors, and Selena and Dena not returning calls or emails despite five attempts. David V (January 2025) praised mitigation tech Shawn but said remediation contact Zack did not return eight calls or emails, and Carlos went silent — meanwhile insurance had already paid SERVPRO in full for incomplete work. Emily Crowell (October 2025) reported being charged for items not provided and broken furniture from a packout, though she later left a five-star review in November 2025 praising Teagan and Derek for completing the work. GeGe Tallerico (August 2025) waited five days for someone to show up and 10+ days without receiving any quotes. Cassi Parker (May 2025, Local Guide with 14 reviews) reported subcontractors breaking or stealing personal items.
The split between mitigation and reconstruction is structural to this franchise. The emergency field crews — the technicians who show up with fans, dehumidifiers, and extraction equipment — consistently deliver. The breakdown happens when the job transitions to the office-managed reconstruction phase, where different staff (Dena, Zack, Carlos) handle scheduling, estimates, and project management. This is a common franchise pattern where the hands-on crew is strong but the back-office operation lags. The owner responses to all six negatives are nearly identical templates asking reviewers to reach out, with no evidence of specific problem resolution in the reviews themselves.
Teagan (mitigation tech — strongly positive across 5+ reviews). Hector Zapata (restoration tech — strongly positive, 4 reviews in March 2025). Daryl Burgwyn (crew lead/remodeling — positive across multiple reviews). Mike Greco (technician — strongly positive). Will Watson (technician — positive, multiple website testimonials). Thomas Shelton (technician — positive). Shawn (mitigation tech — positive). Matt Furry (technician — positive in recent review, but Matt also named in a negative for ghosting). Ricky Ramos (technician — positive). Cameron (technician — positive). Bryan (crew lead — positive). Ryan (crew lead — positive). Waverly (crew lead — positive). Justin Collins (construction project manager — positive in one review, mentioned negatively in another for not following up). Carlos (mixed — one strong positive, named in a negative for going silent). Dena (reconstruction rep — negative across two reviews for not following up). Zack (remediation contact — negative, unreachable after 8 attempts). Selena (office staff — negative, did not return calls). Maria (positive — teaching skills). Leonard (technician — positive). Courtland (technician — positive). Quan (technician — positive). Tyler (technician — positive). Jake (technician — positive). Fred (technician — positive). Mike (technician — positive). Paul (technician — positive). Garry (duct cleaning — positive). Dan (emergency board-up — positive). Derek/Derrick (technician — positive). Nick (mitigation — positive). Kelly (mitigation — positive).
For emergency water extraction and drying, this SERVPRO location delivers fast, well-reviewed field work — ask for Teagan, Hector Zapata, or Daryl Burgwyn by name. If your project extends into reconstruction, get your project manager's direct cell number and a written timeline on day one. The office communication gap is real and documented, so do not assume the reconstruction phase will run as smoothly as the emergency response.
Keep in mind
- The pattern in negative reviews is consistent: mitigation crews earn praise, but communication breaks down when the job moves to reconstruction or office staff. Multiple reviewers report being ghosted by Dena, Zack, and Carlos after the initial emergency work.
- Two reviewers reported pricing significantly above local competitors, with one noting costs were more than double other quotes. The reconstruction side requested 75% payment upfront before starting work.
- This is a franchise — the field technicians who show up for your emergency are not the same team handling your reconstruction project. Ask upfront who manages each phase and get direct contact information for your reconstruction project manager.
- Owner responses to negative reviews follow a template pattern — generic requests to reach out rather than engagement with the specific complaint. This suggests reputation management rather than active problem resolution.
- They do not do mold testing. You will need a separate testing company before and after remediation to confirm results.