Provider profile
New Image Emergency Restoration Services
Provider snapshot
What this listing says
Delaware Valley homeowners dealing with water damage or post-flood mold who want a single locally owned crew handling extraction through rebuild and insurance filing.
Best for
- Homeowners in Delaware County or Philadelphia dealing with a burst pipe, basement flood, or sewage backup who need same-day water extraction and structural drying.
- Property owners who want one company to handle the full arc from emergency water removal through mold remediation and reconstruction, avoiding handoffs between contractors.
- Insurance claimants who want the restoration company to handle Xactimate documentation, adjuster communication, and direct billing so they do not manage the paperwork themselves.
- Commercial property managers in the Delaware Valley who need after-hours emergency response to minimize business downtime from water or fire damage.
- Homeowners who discovered mold after a water event and want the remediation crew to also identify and fix the moisture source that caused the growth.
About this company
New Image Restoration is a locally owned restoration company based in Drexel Hill, Pennsylvania, serving Philadelphia and the surrounding Delaware Valley. Their primary identity is emergency water damage response — the majority of their Google reviews describe burst pipe and flood jobs — but they also handle fire and smoke damage, mold remediation, storm damage, and contents restoration. They run all work in-house without subcontractors, which they say gives them direct control over quality and timelines.
On the mold side, they hold IICRC Applied Microbial Remediation Technician (AMRT) certification and describe using negative air pressure containment, HEPA air scrubbers, and EPA-registered biocidal treatments. Their website emphasizes moisture source correction as part of every mold job — identifying the leak or ventilation problem that caused the growth. They also offer contents pack-out and off-site cleaning for belongings damaged by water, fire, or mold. They use Xactimate for insurance documentation and bill carriers directly.
The company holds IICRC Firm Certification #70009595 and PA Home Improvement Contractor registration #PA174260. They claim licensing in Pennsylvania, New Jersey, and Delaware. Their about page says the 175+ Google reviews (now 190) were built through referrals, not advertising.
Services
Service area
Based in Drexel Hill, Delaware County, Pennsylvania. Covers Philadelphia, Delaware County, Montgomery County, Bucks County, and Chester County in Pennsylvania, plus South Jersey (Camden, Burlington, Gloucester, and Mercer Counties) and northern Delaware (New Castle County). That is a large footprint — roughly a 40-mile radius — so response times at the edges will vary.
Review consensus
Gavin draws the most individual mentions across 2025-2026 reviews — customers describe him as responsive, communicative, and easy to reach throughout multi-day projects. Vince (also referenced as Vincent Torpey) earns repeated praise for water damage mitigation, honest scope revisions, and contents pack-out work. Anthony appears in multiple reviews for hands-on restoration and 2 AM emergency calls. Duane, Chris, and Nick each appear in positive reviews for mitigation and demolition work. Several reviewers specifically highlight how fast the crew arrived — one reports equipment running within two hours of the first call, another says under 20 minutes. Insurance coordination with Mike and Jason helping navigate claims is a recurring theme.
8 found across 190 total reviews at 4.7★. Eight 1-star reviews appear across 190 total reviews at 4.7 stars. The clearest pattern is communication and follow-through: Andru Lugo (117 reviews, Local Guide) says New Image visited, took photos and video, promised an estimate by end of week, then never contacted him again. Chris Lane (94 reviews, Local Guide) waited past a 1-2 PM window with no update — the company acknowledged the technician had an emergency but failed to notify him. Lia Santiago could not get through by phone at all. Angela DiBattiste's case is the most detailed: initially a glowing 5-star review for water damage work by Jason, Anthony, Nick, Martin, Niko, and Tim in 2024, updated to 1 star in June 2026 after discovering that concealed plumbing work by Tim violated Philadelphia building codes. The owner responded to her original review but has not publicly addressed the updated complaint. One reviewer (Jason jew greed, zero-review account) describes the owner Jason arriving three hours late smelling of marijuana, failing to find a leak, and quoting $3,700 for a paint-on mold prevention treatment — a competitor reportedly found and fixed the leak that same night. One review (Itshim BK) the owner claims was posted fraudulently by a former employee using a customer's name; the owner says this person attempted blackmail over disputed wages. One 3-star review (ASHWIN PATEL) says the company left without finishing ceiling repair work after collecting insurance payment; the owner responded saying they believed the customer was satisfied and offered to review outstanding items.
The owner responds to about two-thirds of negative reviews. When the responses engage with specifics — like explaining the missed appointment to Chris Lane or addressing the alleged fake review from Itshim BK — they show a company willing to acknowledge mistakes. But the Angela DiBattiste situation is notable: the owner responded warmly to her original 5-star review in 2024 but has not publicly addressed her 2026 update alleging code-violating plumbing work. The communication-gap complaints (ghosting, no-shows, unreachable phone) span over a year, suggesting a staffing or dispatch weakness that persists despite the owner's stated corrective actions.
Gavin (technician/customer service — praised repeatedly for responsiveness and communication). Vince/Vincent Torpey (technician — praised for water damage mitigation, honest scope changes, contents pack-out). Anthony (technician — praised for emergency response, hands-on work). Duane (technician — praised for mitigation work). Chris/Cris (technician — praised for demolition and restoration). Nick (technician — praised for friendliness and keeping customers informed). Mike (coordination — praised for insurance handling). Jason (owner/technician — praised by some for emergency response, criticized by one reviewer for late arrival and not finding a leak). Martin/Marty (technician — praised for restoration work). Devon/Dev (technician — praised for restoration work). Morgan (office — praised for phone manner). Aries/Ares (technician — praised for customer service and honesty). Matt (technician — praised for friendliness). Tim (plumber dispatched by New Image — criticized for concealed code-violating plumbing work). Johnny (technician — praised for explaining process). Niko (technician — praised for restoration work). Randy (technician — praised). Shawn (technician — praised for mitigation). Daim (technician — praised for comfort during difficult situation).
New Image has a deep bench of named technicians who earn genuine praise, and the volume of specific, detailed positive reviews is strong for a local restoration company. Ask for Gavin or Vince by name if you can. Watch for the communication gap that shows up in negatives — get a written timeline with milestones and a direct cell number for your project lead, and follow up if you do not hear back within 24 hours of a promised update.
Keep in mind
- New Image does both mold testing (free inspection with moisture meters and thermal imaging) and mold remediation. When the same company identifies the problem and sells the fix, there is a financial incentive to find more work. Consider getting an independent mold assessment before committing to their remediation scope.
- Several reviewers report communication breakdowns: one was ghosted after an initial estimate visit with no follow-up, another waited past a scheduled window with no call from the technician. The owner acknowledged these gaps in responses, but the pattern spans 2025 into 2026.
- One reviewer (Angela DiBattiste) initially left a 5-star review in 2024 for water damage work, then updated to 1 star in 2026 after discovering concealed plumbing defects from a plumber (Tim) dispatched by New Image. The dispute involves code violations found by an independent plumber and remains unresolved as of June 2026.
- Their service area spans three states and seven counties. For locations at the edges of their coverage — northern Bucks County, southern Delaware, or far South Jersey — confirm response time before booking.
- One 1-star reviewer described the owner Jason arriving late, not identifying a leak that a competitor found that same night, and quoting $3,700 for a paint-on treatment. This is a single account from a zero-review Google profile, but it describes a specific interaction worth weighing.