Frequently Asked Questions

Emergency & Response

How quickly can you respond to an emergency?

We guarantee to be on our way within 60 minutes or less for all emergency services, available 24/7, 365 days a year, including holidays.

What should I do while waiting for your team to arrive?

Ensure safety first. If it's safe to do so, take photos of the damage for your records, turn off utilities, and do not attempt cleanup yourself.

Do you provide emergency services on weekends and holidays?

Yes, we operate every day of the year with no days off.

Professional Restoration

Can I try to clean or restore the damage myself?

No. Attempting DIY cleanup or hiring uncertified workers can cause hidden damage, mold growth, structural issues, and may void your insurance. It's always best to rely on trained professionals.

Why should I call professionals immediately after a disaster?

A fast professional response is critical. It helps to significantly reduce further damage, saves you money in the long run, and ensures the safety of your home and family.

Are your technicians certified?

Yes, all our technicians are IICRC- certified and trained in industry-standard restoration practices. You can trust that our team has the knowledge and expertise to get the job done right.

Do you offer a warranty on your work?

Yes, all services come with a 5-Year Warranty for lasting results and your peace of mind.

Health & Safety

Is it safe to stay in my home after fire, water, or storm damage?

It depends on the situation. Smoke, soot, water, or mold can make your home unsafe. We will conduct a thorough assessment of the property and advise you on the best course of action to ensure your safety.

Are your cleaning products safe for kids and pets?

Yes, we use industry-approved, family- and pet-safe products. Your family's health is our top priority, and we ensure all cleaning is done safely.

How do you handle mold and air quality concerns?

We conduct comprehensive inspections and use certified remediation methods to safely remove mold and improve air quality. We will work to identify and eliminate the source of the issue, not just the visible mold.

Insurance & Financial Questions

Do you work with my insurance company?

Yes, we coordinate directly with all major insurers and assist with the entire claims process. Our goal is to make a stressful situation as simple as possible for you.

Can you help me understand what my insurance covers?

Yes, we will review your policy and explain your typical coverage while advocating for the best possible outcome for you.

What if my insurance doesn’t cover everything?

We provide clear and transparent estimates. If there are coverage gaps, we can suggest cost-effective solutions or flexible financing options to ease the financial stress.

Do you bill insurance directly? Yes, we handle direct billing with most providers to simplify the process for you.

Restoration Process Questions

What types of damage do you handle?

We handle a wide range of damage, including fire, water, storm, smoke, and mold, from the initial emergency cleanup all the way to full reconstruction.

Do you also handle repairs and remodeling?

Yes, we are a full-service contractor. Our services include reconstruction, repairs, and remodeling, so you can even choose to make upgrades to your home during the restoration process.

Can you handle mold remediation?

Yes, we specialize in mold remediation using certified, safe, and effective methods to ensure your home is healthy and clean.

Can you remove smoke odors after a fire?

Yes, we use advanced deodorization techniques to completely remove smoke odors from both the structure of your home and your personal belongings.

Do you work on historical or older homes?

Yes, we have experience working on historical and older homes, ensuring we preserve their original features while bringing them up to code.

What is “Contents Cleaning,” and what does it involve?

We handle the entire process of managing your belongings. We will pack, clean, deodorize, restore, and provide secure storage for your personal belongings in our climate-controlled warehouse until your home is ready for their return.

How long will the restoration process take?

Timelines depend on the extent of the damage. After a thorough assessment, we will provide you with a detailed plan and a clear timeline so you know what to expect.

Will I need to move out during restoration?

Sometimes, especially with extensive damage or safety concerns. We will work with you to coordinate temporary housing if necessary and assist with any living expenses that are covered by your insurance.

What happens if more damage is discovered after work begins?

If we discover additional damage, we immediately document it, communicate with you, and update the restoration plan. We then coordinate with your insurance company to ensure the new work is covered.

What if I want to make changes or upgrades during restoration?

This is a common request, and we are happy to discuss it! We can provide quotes for any additional work and incorporate upgrades into the restoration plan.

How do you ensure work meets building codes?

All projects are performed by licensed, certified professionals. We follow all local building codes and industry standards to ensure the work is safe, secure, and meets our high-quality benchmarks.

Who will be my main point of contact?

A dedicated project manager will be assigned to your project. They will guide you through the process, answer your questions, and provide you with regular progress updates.

Do you handle permits and inspections?

Yes, we manage all necessary permits and inspections to ensure your project is fully compliant with local regulations.

How do you protect my home during construction?

We use a variety of protection methods, including dust barriers, protective coverings, and strict site management practices to ensure your home and its contents are protected during the restoration process.

Customer Experience Questions

Will I need to hire multiple contractors?

No. Our “one team” approach handles everything from the initial cleanup to full reconstruction, including contents management and insurance negotiation. You only ever need to work with us.

Do you provide progress updates during the restoration?

Yes, your dedicated project manager will keep you informed every step of the way, so you are never left in the dark.

Can you help with temporary housing or business relocation?

Yes, we coordinate temporary accommodations and communicate with insurers as needed to help you with living expenses.