Provider profile
PuroClean Property Damage Experts
Provider snapshot
What this listing says
Cleveland-area homeowners dealing with water or fire damage who want a locally owned PuroClean franchise with 24/7 response and direct insurance coordination from owner Charles Atkins.
Best for
- Cleveland, Harrison, and Ooltewah homeowners needing water damage restoration with sub-hour emergency response
- Property managers across southeast Tennessee who need a single vendor for water, fire, mold, and biohazard work
- Homeowners with crawlspace moisture problems who want encapsulation and dehumidifier installation in one job
- Insurance-claim situations where you want a company that coordinates directly with your carrier using Xactimate pricing
About this company
PuroClean Property Damage Experts is a PuroClean franchise in Cleveland, Tennessee, owned by Charles Atkins. Charles spent twelve years in construction before opening his own mold and restoration company in 2004. He launched this PuroClean franchise to expand into both residential and commercial work across southeast Tennessee and northwest Georgia.
The company handles water damage, fire and smoke restoration, mold removal, biohazard cleanup, sewage remediation, crawlspace encapsulation, and duct cleaning. They use thermal imaging, moisture meters, and EPA-registered disinfectants. Their website mentions a specialty hardwood floor drying system using drying panels, heat, and desiccant technology. They hold IICRC certification and EPA Lead Safe certification.
Charles and his wife Sharon run the operation with a visible community presence. The company blog highlights monthly employee recognition awards, and Charles has a background in disaster relief ministry. Multiple reviewers mention Sharon greeting them personally and Charles walking homeowners through the damage assessment himself.
With a 4.7-star rating across 80 Google reviews, this franchise sits in strong territory. Only one review in the last 18 months fell at or below 3 stars. Reviewers frequently cite response times under an hour, including early-morning and weekend calls.
Services
Service area
Headquartered in Cleveland, Tennessee. They serve Cleveland, Harrison, Hixson, Etowah, Ooltewah, and Athens in southeast Tennessee, plus Dalton, Ringgold, and Chatsworth across the Georgia border. That coverage stretches roughly 60 miles, so confirm response time for jobs outside the Cleveland core.
Review consensus
Jorge Villatoro gets named more than any other crew member. Reviewers credit him with frequent updates, crawlspace encapsulation work, and managing multi-visit projects. Cynthia Penny draws praise for attention to detail and reassuring communication during stressful situations. Sharon Atkins handles initial contact and greets customers personally. Sean gets credit for fast flooring removal. Charles Atkins earns trust by personally walking homeowners through damage assessments and giving honest scoping. Response time is the dominant theme: multiple reviewers report arrival in under an hour, including a 3am Saturday call handled by 9am and a 4:45am phone pickup for a property manager.
1 found across 80 total reviews at 4.7★. One customer alleged false charges and damage caused by workers during a fire mitigation job at a commercial property. The reviewer noted this was only their second or third review ever written. The owner responded the next day, acknowledged the experience fell short, referenced Xactimate software for industry-standard pricing, and offered an email address for further discussion. The response engaged with some specifics but stopped short of addressing the damage claim directly.
With only one negative review in 18 months across 80 total reviews, there is no complaint pattern to identify. The positive pattern is consistent: fast response, personal attention from the ownership team, and Jorge as the go-to field lead. The owner responded to the single negative within a day with a partially personalized reply that referenced the specific job type but deflected to email for resolution.
Jorge Villatoro (field lead — praised repeatedly for communication, encapsulation work, and project management). Cynthia Penny (coordinator — praised for attention to detail and encouraging manner). Sharon Atkins (co-owner, office — praised for personal greetings and initial phone contact). Charles Atkins (owner — praised for honest assessments and hands-on involvement). Sean (crew — praised for fast flooring removal). Brandon (crew — praised alongside Jorge and Sergio for duct cleaning and field work). Sergio (crew — praised for duct cleaning work). Jason (inspector — praised for reassuring a stressed homeowner). Jon (office manager — praised for explaining duct cleaning process over the phone).
Ask for Jorge if your job involves water damage or crawlspace work. He shows up in more reviews than anyone else, and reviewers consistently credit him with keeping them informed. For the initial call, expect Sharon or Cynthia to handle intake. If your project is commercial or involves fire mitigation, ask Charles directly about pricing methodology and how Xactimate scoping works for your specific situation.
Keep in mind
- They do both mold testing and mold remediation. That means the same company deciding you have a problem is the one billing to fix it. Get an independent test if the mold scope is large.
- The one recent 1-star review alleges false charges and property damage during a commercial fire mitigation job. The owner's response referenced Xactimate pricing but directed the reviewer to email rather than addressing specifics publicly.
- This is a franchise of PuroClean, a national brand. The local team and owner are consistent, but corporate marketing language on the website does not reflect local-specific capabilities.
- Their listed service area spans from Cleveland, TN into Dalton, Ringgold, and Chatsworth in Georgia. Confirm response time and availability if you are on the edges of that coverage.