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*Only at participating locationsFrequently Asked Questions
What to do when bad things happen to good homes and businesses.
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Frequently Asked Questions
Fire Damage FAQs
Water Restoration FAQs
Carpet FAQs
Equipment FAQs
Sewage FAQs
Payment FAQs
Tips
Fire Damage FAQs
How long will the restoration process take?
What are some safety concerns?
Can I turn on my heating and air conditioning unit?
What items do I keep in my possession?
How do I keep track of non-restorable items?
Do I need to move out of my property during this process?
Do I need general contractors?
Do my belongings need to be moved away from the premises?
Will I have access to my belongings while they are in storage?
What about special items? Artwork, china, heirlooms, etc.?
Q. How long will the restoration process take?
A. Because there are many variables and many services involved in fire and smoke restoration, it is difficult to predict exactly how long the complete restoration of your home or business will take. Consult with your ServiceMaster Advanced Restoration technician on the estimated dates and phases of your restoration project.
A. We suggest you do not attempt any “do it yourself” cleaning methods without consulting your ServiceMaster technician. Pretesting, using the right cleaning agent for the particular item, mixing deodorizing agents with cleaning solutions, and using correct dilution rates are just some of the ways a ServiceMaster fire restoration technician expertly controls results. ServiceMaster Advanced Restoration’s professional cleaning system products used by experienced, trained technicians give you the best chance for complete restoration of your belongings.
Q. What are some safety concerns?
A. At ServiceMaster Advanced Restorations, occupant and worker safety is top priority. During initial inspection, safety hazards are identified and addressed, including debris removal, air quality, electrical hazards, slip and trip hazards, etc. Burnt electrical cords and appliances are separated out for disposal, and questionable electrical appliances are unplugged and tagged for evaluation or safe operation. Electrical power may be turned off until evaluation by a licensed electrician.
Q. Can I turn on my heating and air conditioning unit?
A. We recommend that you not turn on your furnace or air conditioning unit without clearance from the HVAC contractor.
Q. What items do I keep in my possession?
- Cash
- Checkbooks
- Flammables
- Gasoline cans
- Medications
- Personal documents
- Pets
- Stamp/Coin collections
- Valuable jewelry
- Valuable Paintings
- Weapons/Ammunition
Q. How do I keep track of non-restorable items?
A. We recommend that you make a list of items (including food items) deemed non-restorable. Make a copy for your insurance company and keep one for yourself.
Q. Do I need to move out of my property during this process?
A. This is ultimately your decision. Some things you may want to consider are safety concerns, odors, electricity, noise from equipment, etc. If vacating your premises for any length of time, consider the following: forward your mail to your temporary residence; stop newspaper and other deliveries; notify utility company, cable company, etc. of temporary suspension of services.
A. There are some items that require general contractors, such as drywall/painting, electrical, plumbing, framing/finish carpentry, flooring/carpet, installation of doors, windows, cabinets, post construction clean up, etc. ServiceMaster Advanced Restorations specializes in reconstruction after a fire or smoke damage. Click here for more information about our Reconstruction Department.
Q. Do my belongings need to be moved away from the premises?
A. Depending on the source, nature and extent of the fire, it may be best to remove all belongings to secure facility for cleaning, storage, and to make room for restoration or construction. ServiceMaster will work with you and your insurance claim representative to manage this process.
Q. Will I have access to my belongings while they are in storage?
A. Yes. With advanced notice we can schedule time for a ServiceMaster Advanced Restorations technician to meet with you and provide access to your requested items.
Q. What about special items? Artwork, china, heirlooms, etc.?
A. Some high value items require restoration by a specialist. Working with your insurance claim representative, we can help you identify these and locate a qualified restorer.
WATER RESTORATION FAQ’s
STRUCTURAL DRYING
How long will it take my property to dry?
How do I know when my property is completely dry?
Will turning up the heat help dry things out?
My wood floors are wet and buckling. Will they have to be replaced?
Do I need to move out of my property during this process?
Does everything need to be moved out during restoration?
My ceilings are wet. What needs to be done?
Should I open the windows to help the drying process?
Can I walk on the area during the drying process?
Q. How long will it take my property to dry?
A. Drying time is determined by a combination of factors including the location, duration and source of water, the types of building materials, the weather conditions and how quickly emergency services begin. Through consistent monitoring and evaluation of the drying process, we can determine when the drying is complete. Your carpet may feel dry to the touch, but padding and sub-floors may still be wet underneath. While there are no rules to determine how long your property will take to dry, we can tell you it may take between three to five days or more, depending on the conditions.
Q. How do I know when my property is completely dry?
A. Proper testing with our specialized equipment is the correct way to determine if things are completely dry. Touch alone may be a false indicator.
Q. Will turning up the heat help dry things out?
A. Not necessarily. We will adjust the temperature to its optimum setting for the proper drying conditions. Please do not change the setting or shut off the system; doing so may prolong the drying process.
Q. My wood floors are wet and buckling. Will they have to be replaced?
A. Wood flooring must be evaluated during the drying process. We employ specialized drying systems and dehumidifiers which enable us to create an environment where wood floors can dry more efficiently and resume their original shape. Due to the density of hardwood flooring and urethane finishes, drying may take up to three weeks or longer. If you filed a claim, your insurance adjuster will work with you to make the final decision as to whether floors will need to be refinished or replaced.
Q. What about my wet furniture?
A. The extent of damage and the construction of the furniture will determine if your furniture can be restored. Your furniture must be dried before damage can be adequately assessed. Non-salvageable furniture will be documented for you and if any items need to be discarded, a customer release form will need to be signed.
Q. Do I need to move out of my property during this process?
A. If you file an insurance claim, you may 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 as childproof as possible, but we require your supervision for making sure no children play with it. Air movers and dehumidifiers will create some noise and make your property drafty for a few days. It is important that the equipment remains on, so if the noise is disruptive to you, you might want to consider an alternate place to stay.
A. It is not unusual to smell odors during the drying process. Increased heat and humidity can also lead to increased odors that may be coming from the drying building materials, or dormant spill and accident areas. Do not confuse these normal odors for the odor of mold. As the drying process continues and humidity levels drop, you’ll notice these odors disappearing on their own. Deodorizers are often used to minimize these effects as well.
Q. Does everything need to be moved out during restoration?
A. Not usually. If items need to be moved out, we will let you know in advance.
Q. My ceilings are wet. What needs to be done?
A. 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.
Q. Should I open the windows to help the drying process?
A. Opening your windows to assist the drying process is not always recommended. Outside weather conditions may vary, so the technician will determine when and if the outside air is appropriate.
Q. Can I walk on the area during the drying process?
A. It is strongly suggested that you keep the traffic to a minimum. Wearing shoes is recommended for your safety.
Carpet and Floor Coverings
Can my carpet be restored or will it have to be replaced?
Why does my specialty floor need to be removed?
Why did the technician leave wet carpet on my stairs?
How will you match my carpet pad?
What will you do with my area rugs?
Q. Can my carpet be restored or will it have to be replaced?
A. A few reasons your carpet may not be salvageable:
- Delamination
- Occurs when the backing separates from the carpet fiber.
- Loss of Adhesion
- May be caused by prolonged exposure to water or age of carpet.
- Permanent Stains
- Carpet Covers Wood Flooring
- To salvage the wood flooring
- Sewage Contamination
Q. Why does my specialty floor need to be removed?
A. Non-porous flooring can trap water and prevent it from drying properly.
Q. Why did the technician leave wet carpet on my stairs?
A. Carpet on the stairs is generally not removed for safety reasons. Exposed tack strip or staples, especially on steps is dangerous. However, there are situations where 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, as this may damage the hardwood sub-floor. Extreme caution must be used whenever tack strip is exposed or when the carpeted stairs are damp. If carpet left on the stairs is unsalvageable, it will be removed when new carpet is installed.
Q. How will you match my carpet pad?
A. A sample of your pad is brought to the office for a match. When available, an identical pad will be used. When your original pad is not available, we will provide a pad of the same quality, thickness, and density. Similar pad may differ in color based upon the time it was manufactured.
Q. What will you do with my area rugs?
A. Rugs are taken to our warehouse for special care. They need to be dried carefully to minimize bleeding of colors and discoloration. Your rugs will be dried, cleaned, and returned.
Equipment
Q. Why are air movers and dehumidifiers used?
A. When water damage has occurred, water can be absorbed into the drywall (sheetrock), baseboards, sub-flooring, etc. Drying these surfaces requires high-velocity air movers to accelerate the release of absorbed water into the air. Dehumidifiers are necessary for removing this excess moisture to help protect property and create conditions for efficient drying. Please do not turn off or move drying equipment without first calling ServiceMaster Advanced Restorations.
Q. Who is responsible for monitoring the drying equipment?
A. Our water damage mitigation specialists will place and monitor equipment to achieve optimal results in the shortest amount of time. Please make sure no one turns the equipment off or moves it. Please notify our office immediately if the power goes off or if the equipment turns off.
Q. What will it cost to run the equipment?
A. Based on average electrical rates, it may cost about one dollar per day to operate the drying equipment.
Sewage
Q. What about sewage contamination?
A. Hard surfaces can be cleaned and sanitized. Affected items that cannot be sanitized 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.
Payment
Q. Who is responsible for paying for the service?
A. Ultimately you, the property owner, are responsible for payment. As the property owner you will need to sign a form authorizing the work and payment. If this is an insurance claim, ServiceMaster Advanced Restorations generally collects only the deductible amount and bills the balance to your insurance provider as a service to you. If you have a large loss, your mortgage company may be included as a payee on the check from your insurance company, and you may need to obtain a signature from them as well. If your claim is not covered, or you decide not to file a claim, you will be expected to pay in full at the time of service.
Water Damage Tips
What to do:
- Damage from water and bacteria growth can begin within hours. Call for professional help immediately.
- Remove as much water as possible by mopping and blotting.
- Remove wet area rugs or other floor coverings.
- Lift draperies off the floor, loop through a coat hanger and place the hanger on the drapery rod.
- Wipe furniture, prop up wet furnisher cushions for even drying, and place aluminum foil under furniture legs.
- Move photos, paintings and art objects to a safe, dry location.
- Do not remove books from shelves. Rather, pack them tightly to prevent warping of pages until a restoration professional can begin this specialized drying
- Open drawers, closet and cabinet doors to enhance drying.
What NOT to do:
- Do not enter a room with standing water until electricity has been turned off.
- Do not use a regular household vacuum to remove water.
- Do not lift tacked-down carpet without professional help.
- Do not use electrical appliances while on wet carpet or flooring.
- Do not disturb visible mold.
ServiceMaster Advanced Restorations serving the communities of Dallas, Fort Worth, Arlington, Cleburne, Burleson, Southlake, Grapevine, Colleyville, Keller, Mansfield, Bedford, Euless, North Richland Hills, Watauga, Flower Mound, Haltom City, Irving, Trophy Club, Westlake, and Hurst