24/7 Emergency Service

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FAQ

  • 1. How does the water removal process work?

    In the event of a flood, hurricane, or other water related disaster.
    • Water will be removed from the property
    • A de-humidification process will begin to dry the wet areas
    • Evaporation of the water will occur
    • The air will be tested to ensure all water and moisture is gone and won’t cause any further problems

    Other water damage restoration processes:
    • Wet carpet restoration
    • Odor control
    • Fabric restoration
    • Mold remediation
    • Dry wall restoration
    • Wood floor restoration
  • 2. What are the different categories of water?

    There are three basic categories of water that will determine the extent of damage and how the water will be removed.

    First category - clean water
    Poses no harm. This includes water damage caused by a sink or bathtub overflow or an appliance malfunction.

    Second category - gray water
    Can cause harm and illness to those who drink or are exposed to it. Gray water has a significant amount of contamination chemical, physical and/or biological.

    Third category -black water
    Can cause discomfort and illness to those who drink or are exposed to it. Black water can come from seawater, ground surface water, river water and stream water. This water is very unsanitary and contains pathogenic agents coming from other contaminated water sources.

  • 3. Does water damage cause mold?

    Potentially. Water damage certainly has the potential to cause the growth of mildew and mold. Because mold thrives in moist environments, wet/especially humid spaces are ideal for mold growth.
  • 4. What are the major sources of water damage?

    • Hurricanes, storms, leaking pipes
    • Malfunctioning washing machines and heaters
    Water damage can also occur as a result of leaks in your roofing, siding and from defective gutters. This will cause water to pool around your property and potentially leak into your basement.
  • 5. What are some hidden signs of water damage?

    • Peeling paint and wallpaper
    • Splotches of mold, moisture and condensation
  • 6. How can I prepare for unexpected water damage?

    • Know how to cut-off power in your home in case of a flood
    • Know where your water shut-off valves and fuse box are located
  • 7. What tools or pieces of equipment are important when dealing with water damage?

    Moisture detectors are important since moisture can cause mold growth and poor air quality. Leak detectors are used for finding hidden leaks in walls and crawlspaces. Dehumidifiers and water extractors help repair water damage.

  • 8. How long will it take my property to dry?

    A number of things determine drying time:

    • Location
    • Duration
    • Source of water
    • Type of building materials
    • Weather conditions
    • How quickly emergency services begin

    When the drying process is completed through consistent monitoring and evaluation we can determine the length of the process. At time carpeting may feel dry to the touch, but padding and sub-floors may still be wet underneath. Each situation is different, however, the most common projects require approximately three to five days (or more) to dry thoroughly.

  • 9. How do I know when my property is completely dry?

    Our specialized equipment can accurately determine whether your items are completely dry.

  • 10. Will turning up the heat help dry things out?

    Not necessarily. Please do not change the setting or shut off the system. Doing so may prolong the drying process. Our technician will determine the optimum setting for the fastest drying conditions.

  • 11. My wood floors are wet and buckling. Will they have to be replaced?

    Wood flooring must be evaluated during the drying process. We use specialized drying systems and dehumidifiers that help wood floors dry more efficiently and resume their original shape. Because of the hardwood’s density and urethane finish, drying can take three weeks, sometimes longer. If you filed a claim, your insurance adjuster will make the final decision regarding your floors being refinished or replaced.

  • 12. What about my wet furniture?

    The extent of damage and the construction of furniture will determine if your furniture can be restored. Damage can only be assessed after the furniture is completely dried. Furniture that cannot be salvaged will be documented.

  • 13. Do I need to move during this process?

    If you file an insurance claim, you will receive guidance from your insurance representative. However, this is a decision you must reach on your own. Here are several things to consider:

    • Safety is paramount.
    • Our equipment is childproof, but require supervision to make sure children do not play with it.
    • Air movers and dehumidifiers will create noise and make your property drafty for a few days.
    • It is important that the equipment remains on. If the noise is disruptive to you, you might want to consider an alternate place to stay/work.
  • 14. What’s that smell?

    It is common to smell odor during the drying process. Increased heat and humidity can also lead to increased odors from the drying building materials, or dormant spill and accident areas. These normal odors are not the odor from mold. Once the drying process continues, the humidity level will decrease and you’ll notice the odor will disappear. Deodorizers can be used to minimize this effect.

  • 15. Does everything need to be moved out during restoration?

    Not usually. If items need to be moved, our team will let you know.

  • 16. My ceilings are wet. What needs to be done?

    Our technicians will evaluate moisture content, determine the severity of the damage and may have to remove some of your ceiling for ventilation. Wet insulation can also be a hazard and may need to be removed.

  • 17. Should I open the windows to help the drying process?

    Opening your windows to assist the drying process is not always recommended. Since outside weather conditions vary, our technicians will determine when and if the outside air is appropriate.

  • 18. Can I walk on the area during the drying process?

    Yes, but limited. Wearing shoes is always recommended for safety.

  • 19. Can my carpet be restored or will it have to be replaced?

    A few reasons your carpet may not be salvageable:

    • Delamination
    • Loss of Adhesion
    • Permanent Stains
    • Sewage Contamination
  • 20. Why does my specialty floor need to be removed?

    Non-porous flooring can trap water and prevent it from drying properly.

  • 21. Why did the technician leave wet carpet on my stairs?

    Carpet left on the stairs may not be removed for safety reasons. Any exposed tack strip or staples, especially on steps is extremely dangerous. However, sometimes removing carpet from steps is necessary to prevent damage to hardwood steps or in the case of sewage contamination. Removing tack strip is not advised, since this may damage the hardwood sub-floor. Extreme caution must be taken whenever tack strip is exposed or when the carpeted stairs are damp. If carpet left on the stairs is un-salvageable, it will be properly removed when the new carpet is installed.

  • 22. How will you match my carpet pad?

    A sample of your pad is brought to the office for a match. If possible, we will use an identical pad. If an identical pad is not available, we will provide a pad of the same quality, thickness, and density. Some differences in color are usually based upon the manufactured date.

  • 23. What will you do with my area rugs?

    We will take special care of your rugs at our warehouse. They are carefully dried to minimize bleeding of colors and discoloration. Once they are thoroughly dried and cleaned, they are returned to you.

  • 24. Why are air movers and dehumidifiers used?

    Water can be absorbed into the drywall, baseboards, sub-flooring when water damage occurs. Drying these surfaces require high-velocity air movers to accelerate the release of absorbed water into the air. It is necessary to place dehumidifiers to remove excess moisture to help protect property and create conditions for efficient drying. Please do not turn off or move drying equipment. If you need to do this please contact our office first.

  • 25. Who is responsible for monitoring the drying equipment?

    Our drying equipment is carefully placed and monitored by our water damage mitigation specialists. It is very important that no one turns the equipment off or moves the equipment after it is place. Any changes to the placement can impact the drying process. Please notify our office immediately if the power goes off or if the equipment turns off.

  • 26. What will it cost to run the equipment?

    Based on average electrical rates, it may cost about one dollar per day to operate the drying equipment.

  • 27. What about sewage contamination?

    Hard surfaces can be cleaned and sanitized. Affected items that cannot be sanitized will require disposal. Porous materials such as drywall, ceiling tiles, insulation, particleboard, paneling, etc. that have been directly affected should be removed during the emergency service visit.

  • 28. Who is responsible for paying for the service?

    The property owner is ultimately responsible for payment. Before any work begins, the property owner will sign an authorization form to agree with the terms of the work and payment. In the event of an insurance claim, usually large loss claims, 1st Restoration collects the deductible from the customer and the remaining amount is billed directly to the insurance company. For large loss claims, your mortgage company may also be included as a payee on the check from your insurance company. In such cases, the property owner will be asked to obtain the required signatures from his/her mortgage company. If your insurance company does not cover your claim or if you decide not to file a claim, you will be required to pay the full bill due, no exceptions.