You never think it is going to happen but yet it does one day: you have a flooded house. You come home from work and you see water coming out your front door. You open the door and you see water coming through the ceiling drywall, 3” of water all over your carpet and hardwood floor, and all of your furniture is soaked. What do you do next?
Luckily we have seen this same scenario quite often and know exactly what to do. The most important think to know is that it is all going to be ok. We have taken this scenario time and time again from exactly that picture to back to normal life, normal house, and security in knowing you do not have any issues with moisture and mold
Our process is the following:
1. Receive a call from a customer to assess the damage on-site.
2. Meet with the customer and immediately turn off the source of water if it has not been taken care of already. We are available 24/7 for emergency service to take care of your flooded house and can be anywhere in San Diego County within 30 minutes to 2 hours. Call us today! 619.597.2003 That includes all Beach Cities (Carlsbad, Oceanside, Encinitas, Solana Beach, Del Mar, Pacific Beach, Downtown San Diego, Imperial Beach, and all in-between), all Northern County Cities (San Marcos, Vista, Escondido, Rancho Bernardo, etc), all South County Cities (Chula Vista, National City, Bonita, etc) and all East County Cities (El Cajon, Santee, Lemon Grove, La Mesa, etc).
3. Address the concerns and frustration of the customer BEFORE starting work. This includes walking you through the steps involved in the restoration process, giving you an estimate for the cost, outlining how we work directly with any insurance carrier if it is a covered loss, addressing issues like access to the property, how it will affect your living, if you can stay in the house, where your contents will go or if they can be dried and cleaned in place, how the reconstruction will work and the timing of it, etc.
4. Sympathize with the customer to ensure them that we will get their home and life back together and that their flooded house will be well taken care of. This is a huge point because it is an EXTREMELY traumatic time for a homeowner or building owner to deal with. We take the time to address these concerns from the beginning.
5. Provide an estimate for the work BEFORE starting work. When it is a covered insurance claim we are in contact with the insurance company directly after we meet with the customer and after we have done an assessment to verify coverage and ensure the customer knows that the insurance company is going to cover the loss. If a non-covered loss we provide a detailed itemization of the cost up front with line items for costs associated with the scope to be completed.
6. Obtain authorization from the customer. This will detail what the scope of work is, what the expectation are of the customer, and the payment.
7. Assign ONE project manager to the job that will be the main contact for the customer AND the insurance company so that the customer’s concerns can be address on a daily basis and there are no lines crossed between correspondence with the insurance company (if applicable), customer, and Dry Express Restoration.
8. Start immediately after the customer has decided to move forward about their flooded house. When our technicians and/or project managers show up they will have drying equipment with them along with their investigative moisture meters. We also have specialized meters like infrared meters “see snake” cameras to help find the source and address the issue so that damage is minimized. We also have specialized drying equipment that can minimize disruption, minimize costs, minimize time needed for the drying and/or reconstruction process, and ensure all areas are dried properly. Some examples are drying carpet in-place when affected by clean water in order to eliminate to need to remove the pad underneath, drying real hard wood in place instead of removing it (specialized floor matt drying systems and desiccants), injection drying drywall and / or cabinets to dry them from the inside out instead of tearing them out (injection driers), shoring up countertops and saving faces of cabinets instead of removing cabinets all together (boxes rebuilt while using the existing faces and possibly re-staining or re-painting if needed), heat drying crawl spaces to expedite under-house drying, etc. We have a multitude of specialty drying equipment that most companies to not use. Our methods all minimize disruption and save areas where the standards for remediation allow for them to be saved while keeping the occupants safe and ensured that there are no issues with mold afterwords.
9. Update the customer daily and address any issue that there may be. This ensures that the customer’s expectations are met, that their frustrations are addresses and eliminated, and that they are happy when we are done with the work.
10. Continually be in contact with the insurance company and their adjuster (if a covered loss and applicable) to ensure scope, invoicing, and any on-site meetings with them.
The above approach is how we address all new potential jobs, weather it is a flooded house or other water, fire, or mold issue. We have found that this is the most efficient way to ensure customers are taken care of. Our number one goal is customer service. Our number one customer is the homeowner. This is one of many ways we set ourselves apart from other restoration companies and is a process that others do not follow because of the intensity involved in being in constant contact with the customer and insurance company to ensure all involved are taken care of. Call us today! 619.597.2003 and we will take care of the rest. You can rest assured that you and your home will be well taken care of.