Provider profile
SERVPRO of Southwest Austin
Provider snapshot
What this listing says
Southwest Austin homeowners dealing with water damage or mold after a leak, especially if you need same-day emergency response and insurance coordination from a franchise with IICRC-trained crews.
Best for
- Southwest Austin homeowners in Oak Hill, Circle C, or Bee Cave who need water or mold work from a single company that can start the same day.
- Property managers who need a restoration company that responds to after-hours emergencies and keeps them updated throughout multi-day jobs.
- Commercial tenants or building managers dealing with flood damage who need contents packout and insurance documentation handled under one contract.
- Homeowners who discovered mold after a water event and want the water mitigation and mold remediation handled by the same crew.
About this company
SERVPRO of Southwest Austin is a restoration franchise covering southwest Austin neighborhoods like Oak Hill, Circle C Ranch, and Bee Cave. Owners Benjamin and Natalie Highsmith run this location, which handles water damage, fire damage, mold remediation, and storm cleanup for both homes and commercial properties.
The mold page describes a multi-step process: containment to prevent cross-contamination, air scrubbers and HEPA vacuums for filtration, antimicrobial treatments on mold colonies, and removal of porous materials like drywall and carpet when needed. They also offer contents packout with digital inventory tracking, storing belongings at a climate-controlled facility while work happens. These are standard SERVPRO franchise capabilities, not unique to this location.
The SERVPRO brand dates to 1967. This franchise lists IICRC training for its staff and follows IICRC S500 standards for water damage work. They operate 24/7 and coordinate directly with insurance carriers.
4.7 stars on 39 Google reviews is solid, with only one negative review in the last 18 months. Reviewers consistently mention fast response times and clear communication from named project managers, which suggests the office-to-field handoff works well at this location.
Services
Service area
Based in Austin, Texas, with a listed address at 100 Congress Ave. They serve southwest Austin communities including Oak Hill, Circle C Ranch, Bee Cave, Cedar Valley, Stone Creek, and surrounding neighborhoods. The website also lists Manor, TX as a service area, which is roughly 25 miles northeast of their primary southwest Austin territory.
Review consensus
Fast emergency response is the dominant theme. Multiple reviewers describe crews arriving within one to two hours, including middle-of-the-night calls. James Gonzales appears in at least four reviews as a project manager who communicates every step of the process. Morgan earned praise as a reliable point of contact during a sewer water emergency. Alejandro and Carlos received a five-star review specifically for mold remediation work. Reviewers consistently note that crews explain what they are doing, answer questions, and treat homes with respect.
1 found across 39 total reviews at 4.7★. One reviewer, Eric Acosta, called to request fiberglass cleanup for a 600-square-foot apartment with two toddlers. He was told he would receive a quote callback but never heard back. The owner responded three days later asking him to email a specific address for resolution. The complaint is about follow-up failure on a non-standard service request, not about remediation quality.
This franchise shows a strong office-to-field gap. Field crews and named project managers earn near-universal praise, but two separate reviewers flagged difficulty reaching or getting callbacks from the main office. The owner responds to negatives with a personal email address rather than a generic phone number, which suggests engagement, though the response to Eric Acosta did not address why no one called back.
James Gonzales (project manager — praised in 4+ reviews for communication and process management). Morgan (point of contact — praised for timely responses during sewer emergency). Alejandro (crew lead — praised across multiple jobs for mold and water work). Carlos (crew member — praised for mold remediation and general work). Nora (crew member — praised for fast after-hours response). Amaris (crew member — praised for fast after-hours response). Maria (crew lead — praised for communication during contents return). Miguel (crew member — praised for water damage diagnosis). Nelson (crew member — praised for water damage and courtesy). Abelardo (crew member — praised for water damage diagnosis). Jester (crew member — praised for mitigation work). Ed (crew member — praised for mitigation work). Kevin (crew member — praised for plumbing cleanup). Kenyon (crew member — praised for plumbing cleanup). Jeremy Seamans (crew member — praised for experience and honesty). Kierra (crew lead — praised for quality work). Jasmin (crew member — praised for communication and friendliness). Omar (crew member — praised for repeat-client work). Mary Ocando (crew member — praised for deep cleaning). Vernal (crew chief — praised for caring about his work). Jason (crew member — praised for project completion).
Ask for James Gonzales as your project manager if he is available. Confirm your quote callback in writing, not just by phone, since follow-up fell through for at least one caller. Field crews are the strength here; the office side needs a nudge sometimes.
Keep in mind
- They do both mold testing and mold remediation. This is a conflict of interest because the company removing the mold also determines whether mold exists. Consider hiring an independent mold assessor before or after their remediation work.
- One reviewer called to request a fiberglass cleanup quote and never received a follow-up. The owner responded offering to reconnect, but the gap suggests the office can lose track of non-emergency inquiries.
- Communication with the main office drew a complaint even from a 4-star reviewer. The field crews earned praise, but reaching the office took effort in that case.
- Their listed address is 100 Congress Ave Ste 2000, a downtown Austin office tower. The actual crews dispatch from elsewhere, so response times to far-flung service areas like Manor may vary.