Provider profile
1st Call Restoration
Provider snapshot
What this listing says
East Texas homeowners in Tyler or Gun Barrel City dealing with water damage that has led to mold, who want a single restoration company to handle extraction through remediation under one roof.
Best for
- Tyler and Gun Barrel City homeowners who need mold remediation after a water damage event and want one company to handle the full sequence from extraction to rebuild.
- Commercial property owners across East Texas who need fast emergency response with insurance documentation handled by the restoration company.
- Homeowners who want a restoration company that handles their own insurance communication and adjuster coordination rather than leaving that to the client.
- Repeat-use situations where a property has had multiple water events and needs a company with a track record of returning quickly for follow-up work.
About this company
1st Call Restoration is a full-service restoration company based in Tyler and Gun Barrel City, TX, serving East Texas since 2012. Mold remediation is one piece of a broader operation that includes water damage restoration, fire cleanup, storm recovery, and contents restoration. Their primary identity is emergency water damage response, with mold work flowing naturally from that pipeline.
1st Call holds IICRC AMRT (Applied Microbial Remediation Technician) and MICRO Certified Mold Remediator credentials. Their mold remediation page describes a structured process: inspection, containment of affected areas, removal of contaminated materials, drying and moisture control, and a final review. They mention HEPA air filtration for black mold removal. They also do their own mold inspections and testing, which means you are getting both the diagnosis and the treatment from the same company.
Founded by Tim (last name not stated on the site), who came from the insurance side of restoration. Jose Paraja joined early on, and the two built the company from a kitchen table to a 25-plus person operation with two 10,000-square-foot facilities. The about page emphasizes that they work for the client, not the insurance company, and have avoided preferred-vendor arrangements with insurers. They claim over 230 years of combined team experience.
4.9 stars across 162 Google reviews is genuinely exceptional for a restoration company. Zero negative reviews in the last 18 months. Reviewers consistently name specific technicians and describe detailed interactions, which suggests the rating reflects real customer experiences rather than solicited one-liners.
Services
Service area
Headquartered in Tyler, TX (301 S SE Loop 323) with a second office in Gun Barrel City, TX (151 Cody Austin Street). They serve Smith County, Rusk County, Wood County, Gregg County, Panola County, Anderson County, Cherokee County, and Harrison County. Their about page lists over 80 cities from Dallas to Lufkin to Marshall, which is a very large footprint for a 25-person team. Response times will be fastest in the Tyler and Gun Barrel City corridors.
Review consensus
Santos is the most frequently named technician across dozens of reviews, praised for daily moisture checks, clear explanations, and working closely with insurance. Grant Duncan draws praise for detailed assessments, daily text updates, and free estimates when competitors charged $150. Ronnie Benavides appears in numerous reviews for reliability, knowledge, and compassion. Samantha in the office is repeatedly cited for answering calls, coordinating jobs, and keeping clients informed at every step. Tristin (also spelled Tristan) is praised for same-day response and honesty, including one case where he determined no mold remediation was needed and helped the homeowner with the actual problem at no charge. William draws specific mold-related praise: multiple reviewers note he performed free mold inspections and did not charge when remediation was unnecessary. Aaron Rogers is named for weekend emergency response and commercial work. The overall pattern is fast arrival (reviewers regularly note under-an-hour response), clear explanations of the process, and daily check-ins during drying.
0 found across 162 total reviews at 4.9★. No one-star or low-star reviews appear in the last 18 months. Older website testimonials reveal two isolated complaints: Tonya Whitus reported cabinets damaged during demo that insurance would not cover, and Melody Stroud described a painter who took seven weeks on a 1,700-square-foot interior and a project manager (Heather) who repeatedly said she would visit the site but did not follow through. Brandy Leslie described a billing dispute over a cash vs. insurance price. Both Whitus and Leslie updated their reviews to note some resolution.
The company runs a large field team with clearly defined roles: technicians handle on-site mitigation, project managers handle reconstruction, and Samantha coordinates from the office. The two older complaints both involve the reconstruction phase (painting, cabinet handling) rather than the emergency mitigation phase, which suggests the company's core strength is rapid water extraction and drying while the rebuild side carries more risk of subcontractor quality variance.
Santos (technician — strongly positive, most frequently named across reviews for moisture monitoring, insurance coordination, and customer care). Grant Duncan (technician — strongly positive, praised for detailed assessments, daily updates, and free estimates). Ronnie Benavides (technician — strongly positive, praised for reliability, knowledge, and compassion across many reviews). Samantha (office coordinator — strongly positive, praised for responsiveness, scheduling, and keeping clients informed). Tristin/Tristan Johnson (technician — strongly positive, praised for fast response, honesty, and same-day service). William (technician — strongly positive, praised for free mold inspections and not charging when work was unnecessary). Aaron Rogers (technician — strongly positive, praised for weekend emergency response and commercial work). Jacob (technician — positive, frequently paired with Ronnie). Jack (technician — positive, mentioned in demolition and Matterport scanning). Heather (project manager — mixed, praised by some for going above and beyond on restoration, but one reviewer reported repeated no-shows and poor oversight of a painter). Eddie Dang (project manager — positive, praised for rebuild quality). Crisanto (technician — positive, praised for daily check-ins and knowledge). Stayton (technician — positive, praised for knowledge and fast arrival). Rosie (contents team — positive, praised for packing skill and responsiveness). Paul Henderson (representative — positive, praised for courtesy). Kody (technician — positive). Noel (technician — positive). Brigham (technician — positive). John (technician — positive, praised for mold remediation work). James (technician — positive, paired with Santos).
Ask for Santos, Grant, or Ronnie if your job involves water damage leading to mold. Request William specifically for a mold inspection. Confirm in writing whether the company will use their own testing results or accept a third-party mold assessment, and get the billing method (cash vs. insurance) agreed upon before work starts.
Keep in mind
- They do both mold testing and mold remediation. The same company that tells you whether you have a mold problem also profits from fixing it. Ask whether they will accept a third-party inspection or recommend an independent testing firm.
- Mold is not their primary business. They are a water, fire, and storm restoration company that also does mold work. If you have a complex or standalone mold issue unrelated to water damage, a dedicated mold remediation firm may be a better fit.
- Their claimed service area stretches from Dallas to Lufkin to Marshall, covering dozens of cities across multiple counties. Response times will vary significantly depending on how far you are from their Tyler or Gun Barrel City offices.
- One reviewer (Tonya Whitus) reported that cabinets were damaged during demolition and insurance would not cover the replacement. Property damage during demo is a risk with any restoration company, but worth asking about their liability process upfront.
- One older reviewer (Brandy Leslie) described a billing dispute where a cash price of $850 was later billed at nearly $1,500 after the company filed an insurance claim. The reviewer later noted the company made it right, but confirm pricing and billing method before work begins.