Provider profile
911 Restoration of Virginia Beach
Provider snapshot
What this listing says
Virginia Beach and Hampton Roads homeowners needing mold remediation bundled with water damage repair from a 24/7 franchise operation with a named field crew.
Best for
- Virginia Beach and Chesapeake homeowners dealing with water damage that has led to mold growth, where one company handling both saves time.
- Commercial property owners in Hampton Roads needing fast-response restoration after water, fire, or sewage incidents.
- Homeowners who want a crew that communicates during the job — reviewers repeatedly praise Hank, Ron, and Jason for explaining each step as they work.
- Property owners whose insurance company requires a restoration company to handle claims paperwork — the website says they work directly with insurers.
About this company
911 Restoration of Virginia Beach is a franchise location operating out of Chesapeake, VA, serving the Hampton Roads corridor including Virginia Beach, Norfolk, Chesapeake, Portsmouth, Surry, and Fort Eustis. The company handles water damage, mold remediation, fire and smoke cleanup, sewage backups, sanitization, and commercial restoration. They claim IICRC certification and advertise 24/7 availability with a 45-minute response time.
The mold removal page lists containment, HEPA filtration, and dehumidification as part of their process. They also offer mold testing and inspection in-house, which means they both diagnose and treat mold problems. The website mentions crawl space encapsulation and basement waterproofing as add-on services for moisture control.
This is a locally owned franchise under the national 911 Restoration brand. Hank Miller runs the field operation and appears by name in the majority of Google reviews, both positive and negative. The crew most frequently mentioned in recent reviews includes Ron and Jason.
The company holds a 4.4-star rating across 127 Google reviews. That rating sits below the 4.8+ range where you'd call a company a standout, and the recent negatives — while few — describe a specific pattern worth reading before you book.
Services
Service area
Headquartered in Chesapeake, Virginia (1720 Lambert Ct), with a listed address at 102 Pennsylvania Ave in Virginia Beach. Serves Virginia Beach, Norfolk, Chesapeake, Portsmouth, Surry, and Fort Eustis. These cities span the Hampton Roads metro area. The owner flagged one negative review as belonging to a separate Virginia Peninsula branch, so confirm which branch handles your location.
Review consensus
Hank draws the most mentions across all reviews, with reviewers calling out his responsiveness, willingness to explain problems in detail, and personal follow-through. Ron and Jason are the most-praised field crew — reviewers describe them as communicative, punctual, and organized during teardown and remediation work. Miranda received one standout review for customer service phone support. Greg was praised for surveying property and explaining procedural steps. Several reviewers note fast turnaround between initial call and first visit, often same-day or next-day. Multiple reviews specifically mention the team keeping the house clean during work and texting arrival updates.
4 found across 127 total reviews at 4.4★. Bekah Thurman paid $5,000 after Hank said mold was under her flooring and the entire first floor needed removal. After teardown, no mold was found, and Hank stopped answering calls. Donna Schlotterer spent $11,000 and reports her problem was never fixed — she describes weeks of unreturned calls from Hank before the company stopped responding entirely. Sashyra Trinidad, a Local Guide with 14 reviews, describes a scheduling failure: the assigned agent admitted he "wasn't listening" during the initial call, rescheduled, then no-showed the second appointment. The owner responded to Trinidad's review only, stating it was intended for the Virginia Peninsula branch. Bennie Wright left a 1-star with no text from a single-review account.
The two most detailed negative reviews share an identical arc: Hank diagnoses a problem, the customer pays thousands, the work either finds nothing or fails to resolve the issue, and then Hank becomes unreachable. Both reviewers are independent of each other (posted months apart), and neither received an owner response. This post-payment communication breakdown contrasts sharply with the dozens of positive reviews praising Hank's attentiveness during the sales and work phases. The pattern suggests responsiveness drops after payment when outcomes disappoint.
Hank Miller (owner/field lead — praised in 20+ reviews for responsiveness and knowledge; named in 2 recent 1-star reviews for unreturned calls after payment). Ron (field technician — consistently praised for organization and communication). Jason (field technician — praised alongside Ron for remediation work). Miranda (customer service representative — praised for phone support). Greg (field surveyor — praised for initial property assessments). Ivan (field technician — praised in earlier reviews for teardown and drying work). Lewis (field technician — praised in 2021-2022 reviews for attentiveness). Luis Rodriguez (field technician — praised for quick response and professionalism). Hmiller (likely Hank Miller — praised in two 2024 reviews). Tevin (field technician — praised alongside Hank in one review).
When the job goes well here — and it usually does — reviewers describe a communicative crew that shows up fast and explains each step. The risk is what happens if the work doesn't resolve your problem: two recent reviewers describe being unable to reach anyone afterward. Get a written scope of work before demolition starts, confirm what happens if the stated problem isn't found, and consider an independent mold test before agreeing to remediation.
Keep in mind
- This company does both mold testing and mold remediation. That creates a financial incentive to find mold problems and then sell the fix. Consider getting an independent mold test before agreeing to remediation work.
- Two recent 1-star reviewers independently describe paying $5,000-$11,000, having their problem go unresolved, and then being unable to reach Hank by phone afterward. Both complaints name Hank specifically and follow the same sequence: payment, unfinished work, no callbacks.
- The listed address is 102 Pennsylvania Ave in Virginia Beach, but the website and Google Maps point to 1720 Lambert Ct in Chesapeake. Confirm which location the crew dispatches from for your area.
- One negative review was flagged by the owner as being for the Virginia Peninsula branch, not this Virginia Beach location. The 911 Restoration franchise has multiple branches in the region, so confirm you are booking with the correct one.
- Owner response rate on recent negative reviews is 25% — only one of four got a reply. That single reply redirected blame to a different branch rather than addressing the complaint.