Provider profile
SERVPRO of Northwest San Antonio
Provider snapshot
What this listing says
Northwest San Antonio homeowners facing water damage that has turned into mold, who want a franchise operation with 25+ years in the area and a deep bench of field technicians available around the clock.
Best for
- Northwest San Antonio homeowners dealing with water damage that has led to mold growth, who want one company to handle dryout, remediation, and reconstruction.
- Insurance-referred jobs where you want a franchise with established carrier relationships and claim coordination experience.
- Commercial property managers who need fast-response restoration with the crew depth to handle large-scale jobs without delays.
- Homeowners who want mold remediation combined with contents packout and storage so belongings are protected during the work.
- Buyers who value a large, named team they can request by name. Simon, Hector, and Johnathan appear in the most reviews.
About this company
SERVPRO of Northwest San Antonio is a franchise restoration company based at 12830 Cogburn Ave in the 78249 zip code, owned by Greg and Tammie Hall since 2000. Their primary business is water, fire, and storm damage restoration. Mold remediation is one piece of a broader restoration operation that also includes construction, commercial services, biohazard cleanup, and general cleaning. They run IICRC-credentialed technicians and operate 24/7.
What stands out is the sheer size of the field crew. Reviews name more than 25 individual technicians, crew chiefs, and project managers. That depth means they can deploy teams quickly and run multiple jobs simultaneously. Their mold page describes a seven-step process: emergency contact, inspection, containment, air filtration using air scrubbers and HEPA vacuums, antimicrobial treatment, cleaning, and restoration of removed materials like drywall and carpet. They also offer contents packout and storage during mold jobs.
Greg and Tammie Hall have run this franchise for over 25 years. Multiple reviewers mention being referred through their insurance company, and the company explicitly markets insurance claim coordination. One long-time customer (Eddie Heinemeier, 84 Google reviews) described using them for flooding, water leaks at both home and business, and referring them to others.
At 4.9 stars across 630 Google reviews, this is an exceptionally high rating for the review volume. Most restoration franchises in a metro the size of San Antonio sit between 4.5 and 4.7 at this scale. The consistency suggests strong field-level execution, not just a few good months.
Services
Service area
Headquartered in San Antonio, Texas at 12830 Cogburn Ave in the 78249 zip code (northwest side). The franchise serves San Antonio and surrounding communities. Reviewers are consistently located in San Antonio. One negative review revealed they do not perform reconstruction work in the Kerrville area (roughly 60 miles northwest), though they did provide emergency mitigation there after flooding. Confirm coverage for your specific service if you are outside the northwest San Antonio core.
Review consensus
Simon dominates the positive reviews. He appears in at least 15 separate reviews, consistently praised for explaining the process, working cleanly, and treating homes with care. Hector Arevalo, identified as a project manager, gets repeated mentions for fast response times (one reviewer said he arrived within an hour of their insurance call) and coordinating multi-person crews. Johnathan (crew chief) and Frankie draw praise as a pair for mitigation work, with one reviewer specifically noting their empathy and safety focus. Rosemary Cuellar leads the packout crew and receives praise for communication during contents packing. Alex Barrera, another project manager, gets credit for proactive check-in calls. Kings and Mario are praised together for attentive detail work and good communication. Multiple reviewers highlight same-day response, clean worksites, and willingness to answer questions. The crew covers floors before starting work, which several reviewers mention specifically.
3 found across 630 total reviews at 4.9★. Three 1-star reviews describe three distinct issues. Richard Springs (March 2026, Local Guide, 10 reviews) says he called for water extraction information, told them not to come, and they showed up anyway, setting up equipment in his lobby uninvited. The owner response apologized but did not address the uninvited visit directly. Arthur Carvajal (August 2025, Local Guide, 158 reviews) paid $250 for a mold removal estimate in early 2023 and spent months trying to get callbacks. His assigned estimator never returned calls. Pam Prensas eventually took over and was responsive, but she left the company before work could begin. After that, no one called back. He never got the mold work done and lost the $250. The owner response acknowledged the frustration but offered no resolution or refund. Robin of Jefferson Street B&B (August 2025, 3 reviews) met with two SERVPRO employees after the July 4th Kerrville flood, provided measurements, and communicated for weeks waiting for a renovation quote. After nearly a month, she learned they do not service her area for reconstruction. The owner response confirmed this was a licensing issue they failed to communicate early.
The three 1-star complaints share a common thread: office-to-field communication failures. In one case, dispatch sent a crew to a job the customer cancelled. In another, an estimator went unresponsive for months with no office follow-up. In the third, field staff spent a month on a property without anyone flagging a licensing limitation. The field technicians consistently earn praise, but the administrative and sales coordination layer shows cracks. The owner responds to negatives with personalized language and specific details (not template deflections), which is a positive signal, but none of the responses describe concrete process changes. The single 2-star review (Cody Halff) reinforces the office-vs-field gap: the work itself was done, but cleanup details were missed.
Simon (technician — praised in 15+ reviews for clean work, clear explanations, and professionalism). Hector Arevalo (project manager — praised for fast response and crew coordination). Johnathan/Jonathan (crew chief — praised for communication and professionalism). Frankie/Franky (technician — praised alongside Johnathan for mitigation work). Michael (technician — praised with Simon for knowledge and rapport). Anthony (technician — praised for water damage restoration). Rosemary Cuellar (packout lead — praised for communication and care with household items). Rebecca (technician — praised for packout work). Alex Barrera (project manager — praised for proactive check-in calls). Kings (technician — praised with Mario for detail work). Mario (technician — praised for follow-up visits and professionalism). Ruben (technician — praised with Simon for speed). Eddie (technician — praised for being respectful and informational). Reggie (technician — praised for fast arrival and empathy). Isaac (technician — praised for mold remediation). Raul (technician — praised for punctuality). Rodney (technician — praised for professionalism). Steve (technician — praised for explaining the process). Logan (technician — praised for leading initial response teams). Andrew (technician — praised for restoration work). Joel (team lead — praised for cleanup work). Sean (technician — praised for explanations). Anastacio (technician — praised for professionalism and knowledge). Derek (technician — praised with Simon and Michael). Amber (leader — praised for effective packout coordination). Ariel (scheduling — praised for quick appointment setting). Darius (technician — praised for fast water damage response). Juan (technician — praised with Johnathan). Danny (technician — praised for mold remediation). Pam Prensas (estimator — praised by a negative reviewer as the only responsive contact, then left the company). Greg Hall (owner — praised by a long-time customer for personal availability).
Request Simon or Hector for your job if scheduling allows. Get your mold test from an independent assessor before authorizing remediation. Before paying for any estimate, get a written commitment on your point of contact and a timeline for when the scope of work will be delivered. Confirm in writing that they serve your specific address for the specific service you need, especially if you are outside the 78249 core area.
Keep in mind
- They do both mold testing and mold remediation. That is a conflict of interest. The company that identifies mold should not be the same one paid to remove it. Get an independent mold assessment before authorizing their remediation work.
- One reviewer paid $250 for a mold estimate, then spent months trying to get a callback to schedule the actual work. The estimator assigned to the job never returned calls, and the responsive replacement (Pam Prensas) left the company before the work started. The customer never got the mold removed and was out the $250. Ask who your point of contact will be and get a written timeline before paying for any estimate.
- After the July 2025 Kerrville flooding, a reviewer spent nearly a month communicating with them about a renovation quote, only to be told they do not perform reconstruction in that area. Their owner response confirmed this was a communication breakdown and that they are not licensed for reconstruction outside their core territory. Confirm they serve your specific location for the specific service you need before investing time.
- Mold is a subset of their restoration business, not a standalone specialty. If you have a mold-only situation with no water damage history, a mold-focused company may offer more targeted expertise.
- One 2-star reviewer reported sloppy cleanup: dirty filters left in rooms, furniture not moved back, hot water heater turned off during attic filter work. The owner response was generic and did not address the specifics.