Case Studies

Cleanup & Total Restoration (CTR)

Family-owned restoration business gains success through compassion and communication

By combining unparalleled customer service with state-of-the art technology, Cleanup & Total Restoration (CTR) is able to deliver high-quality, professional and efficient emergency restoration and reconstruction services. Headquartered in Boise, Idaho, CTR manages six locations throughout the state and is the largest independent restoration company in Idaho, which allows the company to compete with regional and national companies.

Founded in 1995, CTR maintains the ability to perform any service that impacts a structure. In addition to emergency services and restoration of personal and business properties, CTR also offers construction services. “Not only are we one of the only companies that provides those three components, but we also perform all the work internally,” says Mark Pasculli, president of CTR. “There are other companies that perform those services, but most of their work is subbed out. While we may choose to hire subcontractors on a construction job, we maintain the capacity to perform the work ourselves.”

An independent company

Pasculli purchased CTR with his family in 2004, when the company had just two locations in Boise and McCall, Idaho. Since then, CTR has opened locations in Twin Falls, Lewiston, Payette and Nampa, Idaho. By maintaining thorough communication with its customers in their time of need, CTR provides compassion and quality service. The company also maintains strong communication with all parties involved in each project, including customers, insurance agents and referral sources.

Pasculli’s educational background was in accounting and law when he purchased the company. After working for a large textile manufacturing firm, Pasculli gained knowledge of the industry through the amount of work he was doing with contractors. “When I decided to purchase my own business, I chose to go into an industry that I was familiar with,” recalls Pasculli.

As an independent restoration company, CTR is affiliated with Restoration Affiliates (RA), which is a national network of large, independent, fullservice disaster restoration companies and provides mitigation, restoration, remediation and reconstruction services in the commercial sector of the industry.

The experience of the personnel within the organization helps to set CTR apart in the industry as all members in leadership roles have been with the company for many years. This aspect has generated a commonality in the processes, workflow and overall corporate philosophy of how the company approaches the industry.Cleanup & Total Restoration

With 65 employees spread out between six locations, CTR has established and maintains a family atmosphere. “The fact that we are not a franchise creates a real cohesive blend among all of our different locations,” says Pasculli. “We’ve been in business for 22 years and we have some people that have been here between 17 and 20 years.” As president of the company, Pasculli is in contact with managers from each of his company’s offices every day in order to manage the day-today operations of the entire company.

“I feel that our longevity with some of our key employees really gives us the ability to work as a strong team and deliver what we promise to deliver,” Pasculli explains. “We really are a one-stop shop for restoration and construction services. Our goal is to continue to be the market leader in our region, which is Idaho, Oregon and Eastern Washington, along with additional growth in our existing markets while expanding into new markets over the next few years.”

Working in the residential and commercial sectors, CTR has recently been involved in large-loss fire restoration work. The company is currently restoring a restaurant in Nampa. The project involves gutting the entire facility and rebuilding significant portions of the exterior and the entire interior of the structure. “We’re removing the smoke odor from the restaurant and then basically rebuilding the structure,” Pasculli explains. “After a fire this past year at the Elks Lodge in Enterprise, Oregon, CTR took charge of performing the fire remediation services. There was also a tremendous amount of personal property involved in that project.”

In the past year, CTR has completed two major mold restoration projects for multifamily residential facilities. One involved 59 units and was upward of $500,000. “We also did another one that was 27 units at about $200,000,” says Pasculli.

The people make the company

In building a successful company, Pasculli attributes his achievements to the fact that he has surrounded himself with great people. “We have been very fortunate to have people with us since the beginning who are very dedicated and really understand the industry,” he adds. “As we have grown, we’ve been able to foster and develop that.” In opening its additional locations, CTR has strategically placed the offices in accordance with certain people that the company wanted in a management role. “We went with people we felt confident with that would make each branch successful,” notes Pasculli.

With its commitment to quality, communication and compassion for its clients, CTR has proven that an independently owned restoration company can compete and succeed on the national level. As Cleanup & Total Restoration continues to expand, the company will remain a premier contractor in the Northwest restoration and construction industry.

Published on: May 9, 2016


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