Provider profile
SERVPRO of West Knoxville
Provider snapshot
What this listing says
West Knoxville homeowners dealing with water damage that has led to mold, where having one franchise handle extraction, drying, remediation, and reconstruction under one roof speeds up the insurance process.
Best for
- West Knoxville, Farragut, Bearden, and Hardin Valley homeowners who need mold remediation tied to an existing water damage event.
- Homeowners who want a single company to handle water extraction, structural drying, mold removal, and reconstruction without coordinating multiple contractors.
- Commercial property managers needing 24/7 emergency response for water or mold events across retail, healthcare, or educational facilities.
- Older homes with crawlspace moisture problems where encapsulation and mold cleanup need to happen together.
- Insurance-claim situations where having a franchise with established carrier relationships simplifies documentation and payment.
About this company
SERVPRO of West Knoxville is a national franchise location in west Knoxville run by Team Cuthbertson, which operates 16 SERVPRO franchises across Tennessee and Florida. Mold is one service among many here — their primary business is water damage restoration, and mold remediation typically follows a water loss they already responded to. They also handle fire damage, storm damage, sewage cleanup, biohazard cleaning, air duct cleaning, and construction rebuild. They do both mold testing and mold remediation, which creates a conflict of interest you should understand before hiring them for both.
Their mold page describes a seven-step process: emergency contact, inspection, containment, air filtration with air scrubbers and HEPA vacuums, removal using antifungal and antimicrobial treatments, cleaning of structural elements and HVAC systems, and reconstruction of damaged materials. They also offer crawlspace cleanup and encapsulation, which is relevant for Knoxville homes with moisture problems below grade. Their website references IICRC-trained technicians and the S500 water damage standard.
Team Cuthbertson bought their first SERVPRO franchise in 2008 and expanded to Knoxville in 2020. The local operation covers west Knoxville neighborhoods including Farragut, Bearden, Hardin Valley, Cedar Bluff, Karns, and Rocky Hill. They run four Knoxville-area franchises (West, North, Northwest, and Oak Ridge). Ownership includes Jeffrey Cuthbertson, Mason Thornton, and Michael Joseph through Blackbriar Investors.
4.6 stars across 189 Google reviews with zero negative reviews in the last 18 months is a strong signal. The volume of named-staff praise — particularly for Adrian Brown, who appears in more than a dozen reviews — suggests consistent field-level quality rather than one-off good experiences.
Services
Service area
Based in west Knoxville, Tennessee at 3065 Horseshoe Bend Lane. They list 18 service areas including Knoxville, Bearden, Farragut, Rocky Hill, Hardin Valley, Blue Grass, Ebenezer, Westmoreland Heights, Northshore Town Center, Deane Hill, Cedar Bluff, West Hills, Karns, Cumberland Estates, Walker Springs, Pleasant Ridge, West Haven, Solway, and Norwood. Team Cuthbertson also operates SERVPRO of North Knoxville, Northwest Knoxville, and Oak Ridge, so confirm which franchise handles your specific address.
Review consensus
Adrian Brown is the standout name in these reviews — he appears in more than a dozen, praised for daily moisture checks, clear explanations of the drying process, willingness to tackle difficult physical work like multi-layer flooring removal, and follow-through from start to finish. Sean is frequently paired with Adrian and praised for quick response times, including a Christmas morning septic emergency. AJ draws praise for patience and thorough explanations. Charlene Waggoner is named by multiple reviewers for community involvement, emergency preparedness planning for businesses, and overall coordination. Tim Satterfield is praised for answering his phone on a Saturday evening and being ready to work immediately. Dawn is noted for water damage work in the Rocky Hill area. Ben drew praise for knowledge, timeline accuracy, and communication. Several reviewers mention the company arriving within one to two hours of a call, including middle-of-the-night emergencies. Insurance agents and builders mention referring clients to this franchise repeatedly.
0 found across 189 total reviews at 4.6★. (0 found across 189 total reviews at 4.6 stars) No negative reviews from the last 18 months were available for analysis. One older 5-star review from Robin Nelson mentions that the first crew sent out was subpar and did not meet expectations, but a second crew resolved the issues. This suggests crew quality can vary even within a positive overall experience.
Adrian Brown appears in reviews spanning from late 2022 through mid-2026, suggesting he has been a consistent presence on this team for years rather than a recent hire. The pairing of Adrian and Sean appears in at least six reviews, indicating a stable crew structure. Multiple reviews come from insurance agents and builders who refer clients to this franchise, which suggests the company has strong B2B relationships in the Knoxville market. No owner response data was available since there were no recent negatives to respond to.
Adrian Brown (field technician/project lead — strong positive across 15+ reviews for moisture monitoring, communication, and hands-on work). Sean (field technician — positive across 6+ reviews, frequently paired with Adrian, praised for fast response including holidays). AJ (field technician — positive across 4+ reviews for patience and explanations). Charlene Waggoner (operations/community coordinator — positive across 4+ reviews for community involvement and emergency planning). Tim Satterfield (field technician — positive across 3 reviews for weekend availability and responsiveness). Dawn (field technician — positive across 3 reviews for water damage work). Ben (field technician — positive across 2 reviews for knowledge and communication). Lance (field technician — positive across 2 reviews for attitude and organization). Kevin (team leader — positive, mentioned in 2 reviews). Carlos (assessor — positive across 2 reviews for prompt evaluation). Joel (inspector — positive in 1 review for clear communication on scope and cost). Connor/Conner (field technician — positive in 2 reviews). Heather Speers (coordinator — positive in 1 review for communication and responsiveness). John Dean (community outreach — positive in 1 review). Dawson (HVAC cleaning — positive in 1 review). Rodney (air duct cleaning — positive in 1 review). Jose (air duct cleaning — positive in 1 review). Nick (field technician — positive in 1 review). Landon (field technician — positive in 1 review). Leo (field technician — positive in 1 review).
Ask for Adrian Brown if he is available — his name comes up more than any other employee across years of reviews, and the praise is specific and consistent. If you are hiring them for mold remediation specifically, get an independent mold test first since they do both testing and remediation. Their 24/7 response time is well-documented in reviews, so if your mold problem stems from an active water emergency, they can likely be on-site within hours.
Keep in mind
- They do both mold testing and mold remediation, which is a conflict of interest. The company that finds the mold profits from fixing it. Consider hiring an independent mold inspector to confirm the scope before authorizing remediation work.
- This is a franchise operation, not a locally founded company. Team Cuthbertson runs 16 SERVPRO locations across two states. Your experience depends on which local crew shows up, not on the national brand name.
- Mold is not their primary service — water damage restoration is. If you have a standalone mold problem unrelated to water damage, ask whether the assigned crew has specific mold remediation experience or primarily handles water losses.
- Their service area lists 18 communities across west Knoxville. Confirm your specific address falls within their primary coverage and not an area they subcontract or share with another SERVPRO franchise.
- No recent negative reviews are available for analysis. A 4.6 rating with 189 reviews means roughly 10-15 reviews were not 5-star, but the complaints are older than 18 months. Ask for recent references specific to mold work.