Frequently Asked Questions

The Mr. Restore team is here to help.

No one ever wants the services we provide, but when they need our services they don’t really have a choice. No one ever plans to have a catastrophe occur. It never comes at a convenient time. Often lives have been turned upside down. Structures, belongings, and memories have been destroyed. Fortunately, most of the time people have insurance to help cover the cost of the repair, but rarely do they have an advocate in the process. We work in this field because we care about what happens to people. We are a restoration company, but we are recovery experts. Recovery is about you, not just a building. We restore people’s lives!

Water Damage/Drying Differences

We believe that restoration should be about saving as much of the structure as possible and about being green where we can be. Most of our competition is still using 20-year-old restoration technologies. Technology has improved, which allows us to properly dry a structure and avoid the demolition or “cut & gut” that our industry is known to provide. Why tear out something just because it’s wet if you can properly dry it? We don’t throw our clothes away when it rains. If anything stays wet it is an issue, with proper drying we can eliminate that issue. This saves money and allows us to get your life back to normal faster.

Fire Damage and Smoke Removal Differences

Technology has improved over the last several years, which allows us to provide a more thorough cleaning of structures and contents at a more efficient pace. Dealing with a fire is inconvenient anyway. Let’s not make it last any longer than necessary. Not to mention we have years of experience in restoring structures after a fire and the knowledge to ensure everything is properly addressed. Most insurance adjusters have never restored property and might not know everything that goes into proper restoration. Don’t you want someone on your side that can help lead the process and has your best interest at heart?

We are local!

Another difference is that we are intentional about giving back to our community. We live here; we are one of you. We support our local fire departments, police departments, non-profit organizations and fellow neighbors by giving back. Check out our community involvement page and our Facebook page to find out more.

Yes at some level, when you call you will get an answer that goes something like this: We will absolutely come out for no charge and assess your situation. We will also make recommendations about what needs to be done to mitigate your situation for no charge. Here is where the estimate part gets tricky. There are a lot of companies out there that will give you a “free estimate.” But what does that really mean? If your house is flooded or burned do you want someone to come in and give you the cheapest price? Or do you want the best price for top quality and someone that is going to make sure that every item is repaired?

We want to make sure we compete on:

• Access: We are available 24/7 for any emergency.
• Experience: With thousands of satisfied clients we’ve figured a few things out – we know what we’re doing, let us help you.
• Service: We are here to help, and it shows – have us on your side in a catastrophe.

Your State’s insurance law allows you to use the contractor of your choice.

Choose the team you are comfortable with, the team with the experience to get you back to normal. Mr. Restore works as your advocate in the claim process, helping to hold your insurance company accountable. We work for you, not the insurance company, because your needs are our priority. Mr. Restore has returned thousands of homes to their pre-loss, or even better, condition. Put us to work for you.

That’s a tough question. It depends on so many factors; it’s hard to tell from here in a hypothetical situation. Give us a call or send us an email. Once we get a chance to talk, we can get more info and give you a better indication of the process and timeline.

Insurance coverage is very situationally dependent. Each policy from each different company will have different levels and types of coverage. The best way to know if your damage is covered is to keep a copy of your policy on hand and call your agent directly with any questions you might have.

Water damage insurance claims depend on a few different criteria. Ultimately, that’s a question you’ll have to clarify with your insurance company. However, we can tell you that the viability of water damage insurance claims depends primarily on what caused the damage (storm, burst pipe, plumbing malfunction, localized flood, sump pump failure, etc.). Some insurance policies will outline scenarios that will NOT be covered without specific riders like flood insurance or sump pump failure insurance.

Contacting a restoration contractor and your insurance adjuster at the same time is a good idea because the restoration contractor will help make sure that the water extraction and dry out will prevent further damage after the initial event, and then can work on documenting the event so your carrier has ample information to determine coverage. This extends to the repairs process after a water event, so that your carrier can determine the full scope of the claim to make sure you can be fully taken care of. This is an important part of the process because if coverage isn’t determined from the start of the repairs, homeowners may be left with costly repair bills.

That depends on the types of materials that were affected by water. Drywall, carpet, and hardwood floors will take longer to dry than other materials in the space. We use moisture meters throughout the process and in many different locations to gauge the moisture levels and will continue to adjust our fans and dehumidifiers to achieve an efficient but effective dry time. The bare minimum of “three days to dry” may only produce a surface dry but can still leave behind moisture levels that create an ideal environment for mold to grow.

Most homeowners start trying to remove the water themselves before they realize they’ll need to contact their insurance company about a claim so they can call in a water damage restoration company. However, standing water around anything with a power cord or outlet or sagging ceilings make the area unsafe. Also, many insurance claims require documentation of the loss BEFORE any work is done, including removing the water. Always take plenty of photos of the damage you see before taking any action to start cleaning up the mess. Mr. Restore will be able to back up your insurance claim scope with the necessary technical documentation.

If the water damage involves Category 1 water (clean and free of microbes and bacteria), many of your personal belongings can be salvaged. Category 2 water would include other water sources, including rainwater, that, while not containing biohazards or sewage, still pose health risks and the potential for destructive microbial growth and mold. A water damage restoration technician from Mr. Restore will help you sort through the property’s contents to determine what can be safely dried, what can be restored by a textile/contents technician, and what can’t be saved or salvaged. There are off-site facilities in the area that specialize in restoring water-damaged contents. Your Mr. Restore team will document all of the contents leaving the property for restoration or disposal for your records and also for reimbursement from your insurance company.

Identifying the source of the water damage is one of the first steps in both the insurance claim process and before beginning to dry out and repair the damaged areas. After all, if you replace a sagging, wet ceiling that was caused by a roof leak but don’t fix the roof, too, the next rainstorm will start the cycle all over again. The buckling of your hardwood floor could be caused by a leaking pipe. We will pinpoint the exact cause of your water damage and make sure the source is repaired. We make sure your restoration job is done right the first time.

A good portion of water damage can be prevented by proper household maintenance. Routine plumbing maintenance, as well as sump pump and appliance maintenance, are effective ways to avoid preventable damages. If you live in a cold climate, preparing your home for the winter can also help avoid damage. Finally, it’s a good idea to regularly check the exterior of your home, particularly your roof, for damage to ensure water isn’t unexpectedly leaking into your home.

Short answer: Maybe! You’ll need to check your specific policy for the full scope of coverage, but it is not uncommon for fire damage to be covered by insurance, you’ll just need to be familiar with your policy, and speak with a representative from your carrier to make the final determinations.

Your best bet is to hire a professional restoration company, like Mr. Restore, to help you through the documentation process. We know how to avoid some common missteps when it comes to making sure the entire loss is fully documented so that your carrier has ample information to make coverage determinations. Having ample documentation also helps your carrier and contractor identify often over looked but necessary repairs, like cleaning HVAC systems of soot and smoke residue, or addressing water damage that may have occurred from extinguishing the flames. 

Depending on the extent or location of the fire damage, some homeowners can move back in a few days or longer. The fire department will usually turn off electricity and gas to the property right away, and that won’t be restored until a building inspector says that it’s safe to turn those utilities back on. If you experienced significant smoke damage and the home’s occupants include elderly persons, young children, or those with chronic health conditions, you may be wise to stay until the smoke cleanup is complete. Contracting with a company experienced in fire damage restoration, like Mr. Restore, can often get you back home sooner because they’ll have the resources to hire and manage the many tradespeople who will need to work together to make the home liveable again.

DIY soot removal is not recommended. Commercially available products can actually cause permanent damage to surfaces. Soot itself is primarily oil-based, but that residue also contains toxic, possibly biohazard contaminants.

Smoke damage is rarely limited to one area of the house, and it leaves behind a residue that can hide in crevices and out-of-reach areas, and a simple “airing out” may not be sufficient. We recommend consulting with a smoke damage technician from Mr. Restore who can help you troubleshoot the next steps.