Provider profile
Kustom Disaster Restoration
Provider snapshot
What this listing says
Eastern Washington homeowners dealing with water or fire damage who want a national restoration company with a local Pasco office and 24/7 emergency dispatch.
Best for
- Pasco, Tri-Cities, and Eastern Washington homeowners needing mold remediation tied to water or fire damage where a single company handles the full scope from demo to rebuild.
- Insurance-claim situations where you want a restoration company accustomed to working directly with insurers on documentation and billing.
- Commercial property owners needing a company that handles both residential and large-scale commercial disaster restoration.
- Homeowners who need fast emergency response for water damage that has led to mold growth.
About this company
Kustom Disaster Restoration operates out of Pasco, Washington, serving the Tri-Cities area and Eastern Washington. This is the local branch of Kustom US, a national restoration company with 29 locations across 48 states. The Pasco office came about through Kustom's acquisition of Zion Restoration, a firm that had been handling emergency restoration in the tri-city area before the buyout.
Mold remediation is one piece of a broader disaster restoration operation. Kustom's primary identity is water and fire damage restoration, with mold work handled as part of that pipeline. Their mold page references ANSI/IICRC S520 methods, and their process includes assessment, structural drying, dehumidification, and moisture mapping. They handle reconstruction in-house, which means one company can take a project from emergency response through rebuild.
Kustom US has been in business for over 50 years. The company describes itself as family-operated and operator-owned, which is notable for a firm of this size. They run a 24/7 emergency response line and work directly with insurance companies.
The Google rating sits at 4.6 stars across 78 reviews. That rating is pulled down by a cluster of serious complaints in the last 18 months, mostly from mold and water damage customers describing incomplete work and unexpected charges. The positive reviews, by contrast, consistently name specific crew members and praise fast emergency response.
Services
Service area
Headquartered at 1320 N Oregon Avenue in Pasco, Washington. The Eastern Washington office serves the Tri-Cities area (Pasco, Kennewick, Richland) and surrounding communities. Reviews also reference work in the Spokane area. Kustom US has additional Washington locations in Spokane, Yakima, Tacoma, and Seattle.
Review consensus
Reviewers repeatedly name Jimmy, Morgyn, Travis, Randy, Kolby, Danny, and Jacob as standout crew members. The most consistent praise is for communication: explaining what each machine does, walking homeowners through the drying process, and providing evening check-in calls from management. Emergency response speed comes up often, with multiple reviewers noting same-day or next-day arrival after water damage. Several reviews describe the mitigation-to-reconstruction handoff as seamless, with Morgyn frequently cited as a strong project manager.
5 found across 78 total reviews at 4.6★. Two Spokane-area mold remediation customers (Toni Atkins, Nicholas Jones) describe strikingly similar experiences: crews did a few hours of work spread over weeks, charged over $7,000, and left mold untreated. Toni hired a second company that finished the job for under $1,000. Nicholas reports being left without a functional bathroom for five months. A third reviewer (mischa jakupcak, Local Guide) hired Kustom for a job quoted at one month that took six months, reports two televisions stolen during the project, and was still receiving new bills a year and a half later. Dan Ellis (Local Guide) says items designated to be saved were thrown away. Ryan Hayes (Local Guide) reports inadequate drying and unexpected charges. The single owner response across all five complaints was a template escalation to area managers.
The negative reviews cluster around longer-duration projects (mold remediation, full restoration) rather than emergency mitigation. The positive reviews mostly describe the initial response and short-term drying work. This suggests the company handles the urgent, time-bounded phase well but may struggle with follow-through on extended scopes. The Toni Atkins and Nicholas Jones complaints share enough detail overlap (Spokane area, mold remediation, similar dollar amounts, similar timelines) that they may describe the same crew or subcontractor. Three of the five negative reviewers are Local Guides with established review histories, lending weight to the complaints.
Jimmy (mitigation tech — praised in 4+ reviews). Morgyn (project manager — praised in 3+ reviews). Travis (field tech — praised in 3+ reviews). Randy (field tech — praised in 3+ reviews). Kolby/Colby (field tech — praised in 3+ reviews). Danny (field tech — praised in 2+ reviews). Jacob (mitigation tech — praised in 2+ reviews). Walter (field tech — praised in 1 review). Brian (field tech — praised in 1 review). Zack (field tech — praised in 1 review). Joshua (field tech — praised in 1 review). Jasmine (field tech — praised in 1 review). Rachel (field tech — praised in 1 review). Jordan (field tech — praised in 1 review). Joe (field tech — praised in 1 review). Tino (field tech — praised in 1 review). Alex (field tech — praised in 1 review). No named staff appear in negative reviews.
If you need emergency water extraction or short-term drying in the Tri-Cities area, Kustom's field crews get consistently strong marks. Ask for Jimmy or Morgyn by name if you can. For mold remediation or any multi-week project, get the full scope, timeline, and cost in writing before they start, and confirm who your project manager will be. The complaints about incomplete mold work and billing surprises are serious enough that you should check references for that specific service before committing.
Keep in mind
- Multiple recent reviewers describe jobs that started fast but stalled for weeks or months, with work left incomplete. Two separate mold remediation customers in the Spokane area reported nearly identical experiences: partial work, mold still present, and bills exceeding $7,000.
- This is a national company with a local branch. Your experience may vary depending on which crew and project manager gets assigned. Reviews suggest the named field staff (Jimmy, Morgyn, Travis) deliver strong results, but the complaints suggest gaps when those individuals are not involved.
- Billing disputes appear across multiple negative reviews. Customers report unexpected charges, amounts higher than quoted, and confusion over financing terms. Get a written scope and cost estimate before work begins.
- The owner response rate on negative reviews is low (1 out of 5 recent complaints), and the one response was a template directing the issue to area managers. This signals limited engagement with public feedback.