Frequently Asked Questions
Here are some carpet cleaning and water damage cleanup questions we are frequently asked:
Q: Do I need an estimate before you start the dry-out?
A: Often the exact cost of the dry-out is unknown. However ,our pricing is based on standardized pricing for the industry. We use a computer-estimating program that downloads a new price list every quarter. Your insurance company uses the same program and price list. When an adjuster is assigned to your claim, we will explain to him/her what we have done up to that point, then get an authorization before further steps are taken. Before any repairs are made, we will have an agreed estimate with your insurance company.
Q: Do I have mold? Is it dangerous?
A: This is a very big concern and we at SOS Cleaning & Restoration have spent a lot of time and money on education and equipment to become qualified in water damage restoration. In most cases, if the drying process can be started quickly, you do not need to be concerned with mold.
Q: Is it OK to keep the drying equipment running or do I need to do something with it?
A: The equipment we use is capable of running for months without being shut off. It will not overheat and. if left alone, should continue to function. If you hear or smell anything which seems to be abnormal, please unplug the equipment in question and call us immediately at (952)847-3404. A technician will be checking all equipment and the dry-out progress regularly.
Q: How do you know when everything is dry?
A: We use very high tech moisture meters designed to specifically check for proper moisture content. We will not repair or cover up any areas which may be still wet. This is why you have made a good choice to call us, not just a construction company. We are trained and certified in water damage restoration and guarantee you are getting the best quality service, giving you the peace of mind that affected areas will be dried out properly.
Q: The equipment you have running is making the air feel muggy; can I open a window or door to let in fresh air?
A: Our equipment is increasing the rate of evaporation, which may cause the air to feel more damp. Do not open windows unless instructed to do so. Part of our monitoring process includes checking both the conditions indoors and out. With the use of our dehumidifiers you will notice much drier conditions in 24 to 48 hours.
Q: What if we want to do the repairs?
A: The most critical part of water damage is the drying process. After the dry-out has been completed by our trained and certified technicians, you may want to do the repairs yourself or hire a general contractor to do the repairs. We can bill your insurance company for the emergency repairs separately. However, SOS Cleaning & Restoration has a team of very qualified water damage repair specialists if you would prefer to have us complete the job for you.
Q: Will my insurance company drop me now that I have made a claim?
A: Because each insurance company is different, we would advise you to ask your agent or adjuster.
Q: Will my insurance premium go up now?
A: Each insurance company has different guidelines. You will need to ask you agent or adjuster.
Q: What is going to happen with my damaged furniture and/or contents?
A: We will do our best to restore your contents to a pre-loss condition. If we are not able to restore any items we will set them aside to be itemized and turned into your insurance adjuster. Your Adjuster will determine coverage according to your policy.
Q: What is restorative drying?
A: A few years ago, the standard procedure was to remove any wet materials and replacing them. Today, with much better equipment and training, our goal is to dry-out your structure, saving as much of the structure as possible.
Q: How long will the dry out take?
A: Typically, the average water damage takes between 2 to 5 days to dry. If materials have been exposed to water over a long period of time it may take 4 to 7 days.
Q: If it can’t be dried, what will be replaced?
A: Our job is to bring you back to a pre-loss condition. After the dry-out process has been completed, we will be able to determine what has permanent damage. At that time we will submit an estimate of repairs to your insurance adjuster for approval.
Q: What is the difference between you and a contractor?
A: We have spent thousands of dollars on specialized training and equipment and are uniquely trained to deal specifically with water damage. Our main objective is to minimize the impact on your day-to-day life. If you hire a general contractor, often they do not understand the concept of saving versus replacing. For example: 90% of the time we are able to save drywall with 3 days of drying, without putting any holes in it. If someone comes in and removes all of the drywall, you have turned a 3-day job into about a week and a half process.
Q: Do I need to do anything?
A: We have worked very hard at building a business where your responsibilities are very minimal. There may be a few items we will need you to pick out, such as floor covering, etc. For the most part you should be able to go about your daily activities without much worry or concern.
Q: Why do I give SOS Cleaning & Restoration my deductible?
A: Your deductible is your responsibility to pay. Your insurance company will subtract your deductible from our bill and pay us the balance. For example: if you have a deductible of $250.00 and our bill is $1000.00, the billing will look like this: Insurance check: $750.00 Deductible: $250.00 Total amount paid: $1000.00
Q: Why do you have to monitor the job so often?
A: In order for us to achieve the best results, we need to closely monitor the dry out process. This may include moving, adding, or removing equipment and checking humidity and temperature readings. This is why we need access to your property.
Q: What is microban and why do you apply this product?
A: Microban is an antimicrobial designed to inhibit, destroy, or prevent the development of microorganisms. Many times we will use this product as a precautionary step. Your health is our main concern.
Q: How much is my electric bill going to be with all of this equipment?
A: We have made every effort to use equipment that maximizes the fastest drying time but consumes the least amount of power necessary to achieve the best drying time and results. Fans should cost around $.75 each per day. While dehumidifiers will cost around $1.50 per day.
Q: Why must we go through all this paperwork prior to extraction?
A: We try to stay as organized as possible to help insure the quality and customer service you deserve. Paperwork is a very important part of the foundation to help us to achieve this.
Q: Should we make arrangements for you to get into our house?
A: Yes, it is very important that we have access to monitor the job. If you are not going to be available, then we need to work out a plan to gain access.
Q: Must I stay in my home during the dry out process?
A: Often you can stay in your home depending on the areas that are affected. You may lose the use of your bathroom, kitchen, etc. If you need to stay outside of your house, you may want to ask your adjuster about additional living expense or ALE coverage. It will be loud, things will be out of place and we understand that is not an optimal living situation, which is why we want to get your situation resolved as soon as possible.
Q: Why does the adjuster wait so long to inspect my loss?
A: Often the adjuster will wait until the dr- out process is complete in order to be able to assess damages. Other times because of our relationship with the adjuster, they may rely on our photos and scope of repairs without doing an inspection of their own.
Q: Why does my house smell so bad?
A: Oftentimes the humidity in your house has doubled or tripled from what is normal and materials are wet that normally are not designed to get wet. If it has been 3 to 4 days since the initial water loss and you start smelling a souring smell, bacteria may be forming. After we have dried out everything the smell should be gone.
Q: Do I contact a contractor or does SOS Cleaning & Restoration?
A: If you would like us to, we can take care of any repairs that may need to be performed. If you choose to have someone else do the repairs, you are responsible to hire a contractor yourself.
Q: Are any of the chemicals used harmful to my pets?
A: You should always avoid contact with chemicals. While we always use the safest products possible, we advise you to keep any pets away from the affected area.
Q: Is the final choice on the finish product my decision or the adjusters?
A: The choice of repairs is always yours. Your insurance company only owes like, kind, and quality. If you choose to do something else, you may have to pay more out of your pocket.
Q: Why is it so dry in my house?
A: It is our goal to get the air in your house as dry as possible. By doing this, it speeds up the drying process. However, it may feel dryer then you may be used to. You may also need to water indoor plants more often.
Q: Can I turn off the equipment at night?
A: No, we really need to keep the equipment running. By turning off the equipment it may increase the chance of mold growth.
Q: Do I have to replace affected materials with the same materials, or can I upgrade?
A: You may upgrade. However, we will need you to sign a change order. Show us the difference in price and give us the authorization for repairs. You agree to pay the difference in cost.