Provider profile
PrimeTime Restoration
Provider snapshot
What this listing says
San Antonio homeowners dealing with water damage who want a single company to handle extraction, mold remediation, and reconstruction under one roof, with direct insurance billing.
Best for
- San Antonio and Bexar County homeowners who need water damage dried, mold treated, and the house rebuilt by one company.
- Commercial property managers — hotels, hospitals, apartment complexes — who need a restoration company that handles large-loss jobs and bills insurance directly.
- Homeowners who want their insurance claim documented and managed from start to finish without hiring a separate public adjuster.
- Properties with combined water and mold problems where extraction and remediation need to happen in a single mobilization.
About this company
PrimeTime Restoration is a San Antonio-based restoration company founded by Heath Pipes in 2007. Mold remediation is one service within a broader operation that centers on water damage, fire restoration, asbestos and lead removal, and full reconstruction. They handle both residential and commercial work, with a named focus on hospitality, hospitals, multi-family housing, and apartment complexes.
What stands out is the single-source model. They take a water damage job from emergency extraction through structural drying, mold treatment, and rebuild — drywall, flooring, paint, trim — without handing off to a separate contractor. Their website references IICRC-certified technicians, truck-mounted extraction units, thermal imaging cameras, HEPA filtration, antimicrobial treatments, and dehumidification equipment. They also promise a 60- to 90-minute response window and 24/7 dispatch from their Topperwein Road headquarters.
The company originally operated as Perilous Times Restoration before rebranding to PrimeTime. Pipes still leads the operation, with Brian Buffin as senior director of commercial operations, Sierra Martinez as office manager, David Coleman as senior abatement supervisor, and Raymond Garcia as water mitigation supervisor. They bill insurance carriers directly and offer a 20 percent discount on out-of-pocket costs not covered by insurance.
At 4.6 stars across 54 Google reviews, the rating is solid. Nearly every review is 5 stars, and multiple reviewers describe same-day or next-day response. The single 1-star review in the past 18 months is a one-line complaint with no detail, so the high rating reflects consistent positive experiences rather than an absence of feedback.
Services
Service area
Headquartered at 11495 Topperwein Road in San Antonio, Texas. Core service area covers Bexar County and surrounding cities including Schertz, Cibolo, Converse, Universal City, Live Oak, Selma, New Braunfels, Boerne, and Canyon Lake. The company also claims service areas in Austin, Dallas, and Houston — a geographic spread that covers most of Texas. The 60-to-90-minute response guarantee likely applies only to San Antonio and immediate surroundings.
Review consensus
Sierra Martinez appears in more reviews than any other staff member. Reviewers describe her answering calls on Sundays, walking panicked homeowners through initial steps, and keeping clients updated throughout the process. Heath Pipes is praised by name for being hands-on, trustworthy, and personally involved. Raymond Garcia receives specific praise for being respectful of clients' homes during water mitigation. Ronnie and Chris each get single mentions for good fieldwork. The most consistent theme is fast response — multiple reviewers describe crews arriving within an hour of their call. Insurance handling is the second most common praise point, with reviewers saying the company managed the entire claims process.
1 found across 54 total reviews at 4.6★. The sole recent complaint is a one-line review from Mr. B stating the company "does not do residential work." No details, no description of what happened. The reviewer has 5 total reviews and is not a Local Guide. The review received zero likes. The owner did not respond. This contradicts the overwhelming majority of reviews, which describe residential water damage jobs. It is possible the reviewer contacted them about a service they do not offer, or reached the commercial division. Without more context, this reads as a one-off rather than a systemic issue.
The company appears to receive many of its clients through insurance company referrals rather than direct consumer search. Multiple reviewers say their insurance sent PrimeTime to them. This insurance-referral pipeline likely explains both the high satisfaction rate (insurance companies stop referring companies that generate complaints) and the relatively low review volume for a company operating since 2007. The owner response rate on negative reviews is 0%, but with only one recent negative, that is a single data point rather than a pattern.
Sierra Martinez (office manager — praised repeatedly for communication, reassurance, and responsiveness). Heath Pipes (owner/president — praised for trustworthiness and personal involvement). Raymond Garcia (water mitigation supervisor — praised for politeness and respect for clients' homes). Ronnie (field team — praised for quality work and being informative). Chris (field staff — praised for going above and beyond). Jocelyn (field staff — mentioned positively alongside Raymond).
Ask for Sierra Martinez when you call — she is the person reviewers consistently credit with making a stressful situation manageable. If your job involves mold, get a separate inspection before signing off on their remediation scope. The company's strength is handling the full arc from emergency water extraction to finished reconstruction, so you get the most value when you need that entire pipeline.
Keep in mind
- They do both mold testing and mold remediation. That creates a financial incentive to find problems and then sell the fix. Consider getting an independent mold assessment before authorizing remediation work.
- Their service area claims stretch from San Antonio to Austin, Dallas, and Houston. The headquarters is in San Antonio. Jobs far outside Bexar County may not get the same 60-to-90-minute response they advertise.
- Mold remediation is a secondary service within a water damage and fire restoration company. If you have a standalone mold problem unrelated to water damage, ask whether their mold crew handles your type of job — one reviewer complained they do not take residential work.
- The owner did not respond to the single recent negative review. With only 1 complaint in 18 months this is not a pattern, but there is no public track record of how they handle disputes.