Provider profile
SERVPRO of Kingston Pittston City and Wyoming County
Provider snapshot
What this listing says
Kingston and Luzerne County homeowners dealing with water damage that has triggered mold growth, who want a SERVPRO franchise with 134 reviews, IICRC credentials, and in-house reconstruction to handle the full job from dryout through rebuild.
Best for
- Kingston, Pittston, and Luzerne County homeowners who need water damage dried out and any resulting mold handled by one company that also does the rebuild.
- Commercial property managers who want a preferred vendor with an Emergency Ready Profile (ERP) program for pre-disaster planning.
- Homeowners with fire or smoke damage who need a single contractor to handle board-up, mitigation, contents restoration, and reconstruction.
- Late-night and weekend emergencies. Multiple reviewers confirm same-day and late-night response, with one reviewer noting the crew arrived at 11pm.
- Insurance-referred jobs where you want a franchise with IICRC firm credentials and established carrier relationships.
About this company
SERVPRO of Kingston, Pittston City and Wyoming County is a SERVPRO franchise based at 210 Division Street in Kingston, Pennsylvania. Owner John Lazo opened the franchise in 2016, and the operation covers Luzerne County and Wyoming County in northeastern Pennsylvania. Their primary work is water damage restoration and fire damage cleanup, with mold remediation as a related service. They handle both residential and commercial jobs and do their own reconstruction after mitigation.
The mold remediation page on their website describes a multi-step process: containment to prevent cross-contamination, air scrubbers and HEPA vacuums to capture airborne particles, antifungal and antimicrobial treatments on mold colonies, removal of porous materials when needed, and cleaning of structural elements including HVAC systems. They also do mold testing and inspection, which creates a conflict of interest since the same company profits from both finding and removing mold. Beyond mold, they offer water extraction, fire and smoke damage restoration, storm damage response, sewage cleanup, air duct and HVAC cleaning, biohazard cleanup, packout and contents restoration, document restoration, odor removal, and construction services.
Lazo grew up in northeastern Pennsylvania and runs this as a family business. The franchise holds IICRC firm certification and EPA certification for lead-based paint renovation and repair. They carry a BBB A+ rating. They work with most insurance carriers and serve as preferred vendors for commercial property managers in the area. Community involvement includes the Wyoming County Chamber of Commerce, Greater Wilkes-Barre Chamber of Commerce, Salvation Army of Wilkes-Barre, Toys for Tots, and CASA of Luzerne County.
At 4.9 stars across 134 Google reviews, this is an exceptionally strong rating for a restoration company. Only one review at 3 stars or below has appeared in the last 18 months. That volume and consistency puts them well above the typical restoration franchise in northeastern Pennsylvania.
Services
Service area
Headquartered in Kingston, Pennsylvania. They serve Kingston, Pittston, Exeter, Swoyersville, Duryea, West Pittston, Edwardsville, Forty Fort, Wyoming, Luzerne, West Wyoming, Avoca, Shavertown, Tunkhannock, Factoryville, Wilkes-Barre, and Noxen. That spans Luzerne County and Wyoming County in northeastern Pennsylvania. Reviewer locations are consistent with these areas. Tunkhannock and Noxen are in Wyoming County, roughly 30 miles from the Kingston office.
Review consensus
Nathan (also called Nate) appears in more reviews than any other employee, with at least 16 mentions across positive reviews. Customers describe him as fast, communicative, and thorough on water damage jobs. Tony gets the second-most mentions, praised for clearly explaining the process and setting expectations on multiple jobs. Brittany draws eight mentions, with one reviewer (Patricia Wallace) writing at length about her knowledge, organization, and communication skills. Bryan/Brian appears in at least eight reviews and is praised for keeping customers updated at every step. Mike, Ryan, Wayne, Dom/Dominic, Chris, Ron, and Rhavin each appear in multiple reviews. Several commercial clients, including a Hampton Inn in Tunkhannock, praise Chelsea for setting up Emergency Ready Profiles. The consistent themes are fast response (often within an hour), clear step-by-step communication during the drying process, and respectful treatment of the home.
1 found across 134 total reviews at 4.9★. One detailed 1-star review from Brandon Herd describes an ice dam remediation job that went wrong on multiple levels. Day one: the crew left the entire front exterior wall open and uninsulated despite a specific agreement not to, with temperatures dropping to -30 wind chill. The crew lead became rude when confronted and threatened to pull off the job entirely, leaving remediation unfinished. The customer had to escalate above the crew and their direct supervisor to get someone back to close off the walls. Then the company damaged one-year-old kitchen cabinets during removal. Insurance would not cover the damage because it was caused by SERVPRO's negligence, not the water event. SERVPRO agreed to make it right but spent four months sending contractors with wrong cabinets, attempting repairs that looked like 'they glued dirt to the back,' and resisting paying the customer's contractor $2,500 to do it properly. The customer eventually received replacement cabinets but still had to handle installation. The reviewer did praise Kerrianne by name, saying she personally stepped in to resolve the situation. The owner response from Heather Lazo acknowledged the feedback and apologized but did not address any of the specific complaints, instead directing the customer to call the office.
With only 1 negative review out of 134, there is no complaint pattern to identify. The single negative describes an escalation chain problem: the field crew and their direct supervisor failed to resolve the issue, and the customer had to go above them twice to get results. Kerrianne, who eventually stepped in, was the only person the reviewer praised. The owner response rate is 100%, but the response to this detailed complaint was generic rather than engaging with the specifics. The positive reviews show a strong pattern of named employees consistently delivering fast response and clear communication, suggesting the franchise has built a reliable team culture under John Lazo.
Nathan/Nate (technician/field lead — praised repeatedly for fast response, communication, and quality work). Tony (technician — praised for explaining the process and setting clear expectations). Brittany (technician — praised for knowledge, organization, and communication). Bryan/Brian (technician — praised for updates and follow-through). Mike (technician — praised alongside other crew members for quality work). Ryan (technician — praised for quick response and cleanup). Wayne (technician — praised for multiple jobs alongside other crew members). Dom/Dominic (technician — praised for courtesy and quality). Chris (technician — praised for quick response). Ron (technician — praised for follow-up work). Rhavin (technician — praised for fast response and quality). Chelsea (commercial representative — praised by commercial clients for ERP setup). Kerrianne (management/resolution role — praised by the negative reviewer for personally resolving a prolonged dispute). John Lazo (owner — praised by name in reviews and on-site testimonials). Heather Lazo (owner/management — signed the owner response to the negative review).
Ask for Nathan or Tony if you need water damage work. For mold jobs, get an independent test first and request written scope of work before any material removal begins. If issues arise during your job, do not wait for the field crew to resolve them. Brandon Herd's experience shows that escalating to Kerrianne or ownership directly gets faster results than working through crew leads.
Keep in mind
- They do both mold testing and mold remediation. That is a conflict of interest. The company that finds mold profits from removing it. Get an independent mold assessment before authorizing remediation work.
- Mold is not their primary service. They are a water and fire restoration franchise that also does mold work. If you have a standalone mold problem with no water damage history, a mold-focused company may be a better fit.
- The one recent negative review describes serious issues: the crew left an exterior wall completely open during sub-zero temperatures despite a specific request not to, then the crew lead threatened to pull off the job when the customer complained. Resolving damaged kitchen cabinets took four months and multiple failed contractor visits. The owner response was generic and directed the customer to call the office.
- This is a franchise, not an independent company. Service quality depends on the local owner and crew, not the national brand. The crew members reviewers praise (Nathan, Tony, Brittany) may not be the ones assigned to your job.
- Their service area spans two counties. Confirm response time for locations in Wyoming County or the outer edges of their coverage area.