Provider profile
Rescue Restoration
Provider snapshot
What this listing says
DFW homeowners dealing with water damage who want a single company to handle mitigation, mold remediation, and the rebuild under one roof, with 24/7 emergency response.
Best for
- DFW homeowners who need water damage mitigation and want the same company to handle the rebuild afterward.
- Property managers who need a single vendor for emergency water extraction, mold remediation, and restoration across multiple units.
- Homeowners whose insurance company is involved, since Rescue coordinates directly with adjusters and handles claims paperwork.
- Commercial property owners in the DFW metro who need after-hours emergency response for water or fire damage.
- Anyone dealing with mold discovered after a water event who wants remediation and reconstruction handled together.
About this company
Rescue Restoration is a DFW-based restoration company headquartered in Wylie, Texas. Founded by firemen, they handle the full damage-to-rebuild cycle: water extraction, structure drying, mold remediation, fire and smoke cleanup, and then the rebuild or remodel afterward. They also do air duct cleaning and floor cleaning. They serve both residential and commercial properties across 11 counties in the Dallas-Fort Worth metro.
What stands out is the end-to-end scope. Most restoration companies hand off the rebuild to a separate contractor. Rescue keeps it in-house, which means one company from the initial emergency call through the finished drywall and paint. They are an IICRC firm, run background checks and drug testing on technicians, and list equipment including dryers, water extractors, dehumidifiers, and diagnostic tools. They work directly with insurance companies on claims, and they offer financing.
The company has been operating since 2004, with some branding referencing 1992. They hold a BBB A rating. They run two phone lines, one for Dallas and one for Fort Worth, and advertise 24/7 emergency service with standard office hours Monday through Friday 8am to 5pm.
At 4.7 stars across 649 Google reviews, the overall rating is solid. But the volume of recent one-star reviews, 22 in the last 18 months, is notable for a company at this rating level. The complaints cluster around billing and communication rather than the quality of the physical remediation work itself.
Services
Service area
Headquartered in Wylie, Texas. Serves the Dallas-Fort Worth metro across 11 counties: Dallas, Collin, Denton, Tarrant, Ellis, Hunt, Kaufman, Rockwall, Johnson, Parker, and Wise. Lists specific cities including Dallas, Fort Worth, Plano, Frisco, McKinney, Arlington, and many smaller communities. The claimed coverage area is broad for a single-location company based in Wylie, which sits on the northeast edge of the metro.
Review consensus
Kyle Mackey is the most frequently named employee. Reviewers praise him for fast response, clear explanations of the damage and process, and hands-on insurance coordination. Megan Pio gets strong mentions for responsiveness and project management on mold jobs. Hunter is praised for overseeing rebuild projects over extended timelines. Artem is noted for flexibility and thoroughness on water damage assessments. Austin gets credit for same-day service calls and explaining equipment readings. Jose Hernandez is praised for prompt rebuild work and good communication. Guadalupe Carillo drew praise for being hardworking and knowledgeable. Repeat customers mention the company by name, and the office staff gets positive mentions for clarity and helpfulness.
22 found across 649 total reviews at 4.7★. Billing disputes dominate. Sabina reports being charged for services not performed and having her credit card charged without authorization. Randi McConnell details a deposit refund that was applied to a different invoice without her consent and remains unresolved. Alex Behlen describes deposits being shuffled between mitigation and rebuild expenses in a way that left his spouse paying well above the deductible. Kelly Johnson-Raymond spent over $200,000 on a rebuild and is still waiting for replacement blinds the contractors threw away. Josalyn Lankford called and emailed multiple times for a detailed invoice and never received one. Joseph Blaha warns about industry-standard estimating software that nickels and dimes with dump fees and trip charges. Timeline overruns are the second pattern. R Daugherty expected 2 weeks and got 4-plus with 3 failed tests. Jared Severs was told 3 days and waited over 3 weeks. Ivan Velez had drying equipment running for 10 days on a small area and was told it was still wet. Bee L reports the crew stopped showing up for 5 straight days near the end of the job. Crew quality is the third thread. Cheryl Reinhart describes four young workers who could not set up scaffolding safely, with no supervisor present. Dawn Pace Blasingame reports workers attempting unauthorized work and only one crew member speaking English. Azalea Colon says the crew removed drywall without containing ceiling insulation, leaving the entire house covered in particles, and clogged both bathroom sinks with drywall debris. Laura Walters describes poor-quality rebuild work including floors coming up days after move-in and window lintels attached with double-sided Velcro.
The company runs a referral pipeline with plumbing companies like Milestone Electric and Baker Brothers. Several negative reviewers mention being referred this way. The pattern suggests Rescue arrives fast through these partnerships, but the handoff from the sales or estimating phase to the actual crew work is where things break down. Kyle and Megan handle the front end well and get strong reviews, but the crews sent for the physical work sometimes lack experience or supervision. Owner responses follow a template pattern: most acknowledge the complaint generically and direct the reviewer to call the office number. In two cases (K Stand and Dean S), the owner responded to the original positive review and never updated after the reviewer changed to 1 star. The 52% response rate on negatives is middling.
Kyle Mackey (mitigation specialist / estimator — strongly positive across many reviews, praised for responsiveness, insurance coordination, and professionalism). Megan Pio (project contact — strongly positive, praised for responsiveness and project management). Hunter (rebuild project manager — positive, praised for oversight and knowledge). Artem (estimator / assessor — positive, praised for flexibility and thoroughness). Austin (technician — positive, praised for same-day service and clear explanations). Jose Hernandez (rebuild project manager — positive, praised for prompt communication). Guadalupe Carillo (technician — positive, praised for hard work and knowledge). Daniel (technician — positive). Caden (technician — positive). Roman (technician — positive). Dan (technician — positive). David Benitez (technician — positive, praised for professionalism). Brandon Rodriquez (technician — positive). Mark (reconstruction — positive). Javier (crew lead — positive). Ty (assessor — positive). Davis (technician — positive).
Request Kyle or Megan as your point of contact if you can. Get the full estimate in writing with an itemized breakdown before signing anything, and get the project timeline in writing with specific dates. Ask who will supervise the crew on site for your particular job. The front-end experience with the estimators is strong, but the gap between what is promised at the estimate stage and what the crews deliver is where most complaints originate.
Keep in mind
- Billing is the most common complaint. Multiple reviewers report being charged for services they say were not performed, receiving unclear estimates, or discovering the final bill was significantly higher than expected. Get a detailed, itemized estimate in writing before work begins.
- Several reviewers report jobs taking far longer than quoted. A 3-day estimate turned into 3 weeks in one case, and another reviewer waited over 6 months. Ask for a written timeline with milestones.
- Multiple reviewers describe being sent inexperienced crews with no on-site supervisor. If the scope involves anything complex like scaffolding or containment, ask who will supervise the crew on site.
- The company claims 11-county coverage across DFW from a single Wylie shop. If you are on the Fort Worth side or in an outer county, confirm response times before committing.
- At least one reviewer (Angie W) states the company changed ownership. Some negative patterns may reflect the current operation rather than the one that earned earlier five-star reviews.