FAQS
WATER
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?
What about my wet furniture?
Do I need to move out of my property during this process?
What’s that smell?
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?
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 rug?
Why are air movers and dehumidifiers used?
Who is responsible for monitoring the drying equipment?
What will it cost to run the equipment?
What about sewage contamination?
Who is responsible for paying for the services?
FIRE
How long will the restoration process take?
Can I clean it myself?
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.
Who is responsible for paying for the service?
WATER
How long will it take my property to dry?
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.
How do I know when my property is completely dry?
Proper testing with our specialized equipment is the correct way to determine
if things are completely dry. Touch alone may be a false indicator.
Will turning up the heat help dry things out?
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 systems; doing so may prolong the drying process.
My wood floors are wet and buckling. Will they have to be replaced?
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.
What about my wet furniture?
The extent of the 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.
Do I need to move out of my property during this process?
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.
What’s that smell?
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 effects as well.
Does everything need to be moved out during restoration?
Not usually. If items need to be moved out, we will let you know in advance.
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.
Should I open the windows to help the drying process?
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.
Can I walk on the area during the drying process?
It is strongly suggested that you keep the traffic to a minimum. Wearing
shoes is recommended for your safety.
Can my carpet be restored or will it have to be replaced?
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 the carpet)
- Permanent stains
- Carpet covers wood flooring (to salvage the wood flooring)
- Sewage contamination
Why does my specialty floor need to be removed?
Non-porous flooring can trap water and prevent it from drying properly.
Why did the technician leave wet carpet on my stairs?
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 or the 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.
How will you match my carpet pad?
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. A similar
pad may differ in color based upon the time it was manufactured.
What will you do with my area rug?
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.
Why are air movers and dehumidifiers used?
When water damage has occurred, water can be absorbed into the drywall
(sheetrock), baseboards, sub-flooring, and 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 Clean®.
Who is responsible for monitoring the drying equipment?
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.
What will it cost to run the equipment?
Based on average electrical rates, it may cost about one dollar per day
per piece of drying equipment to operate. Actual rates can vary depending
on current rates from your local electricity provider.
What about sewage contamination?
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.
Who is responsible for paying for the services?
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 of Germantown 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 payment from your insurance company. 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.
FIRE
How long will the restoration process take?
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 will take. Consult with your ServiceMaster of Germantown Restoration
Project Manager on the estimated dates and phases of your restoration project.
Can I clean it myself?
We suggest that you do not attempt any “do-it-yourself” cleaning
methods without consulting your ServiceMaster of Germantown Restoration
Project Manager. Pre-testing, 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 fire restoration technician
expertly controls the results. Professional cleaning systems and products
used by experienced, trained ServiceMaster of Germantown Restoration Technicians
give you the best chance for complete restoration of your belongings.
What are some safety concerns?
At ServiceMaster of Germantown, occupant and worker safety is top priority.
During the 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 of safe operation. Electrical power may be turned
off and kept off until evaluation by a licensed electrician.
Can I turn on my heating and air conditioning unit?
We recommend that you do not turn on your furnace or air conditioning unit
without clearance from the HVAC contractor.
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 | Etc. |
How do I keep track of non-restorable items?
We recommend you make a list of items (including food items) deemed non-restorable.
Use a format like the sample below, or obtain a similar form from your
insurance company. Make a copy for your insurance company and keep one
for yourself.
Quantity | Item | Year Purchased | Cost |
1 package | 4 pc. Frozen Chicken Breast | 2012 | $8.69 |
3 | Silk Flower Arrangements | 1989 | $50.00 |
Do I need to move out of my property during this process?
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.
Do I need general contractors?
There are some items that may require general contractors, such as drywall/painting,
electrical, plumbing, and roofing, framing/finish carpentry, flooring/carpet,
installation of doors, windows, cabinets, post construction clean up, etc.
Do my belongings need to be moved away from the premises?
Depending on the source, nature and extent of the fire, it may be best
to remove all belongings to a secure facility for cleaning, storage and
to make room for restoration or construction. ServiceMaster of Germantown
will work with you and your insurance claim representative to manage this process.
Will I have access to my belongings while they are in storage?
Yes, with advance notice we can schedule time for a ServiceMaster of Germantown
Restoration Technician to meet with you and provide access to your requested
items. A service charge may apply.
What about special items? Artwork, china, heirlooms, etc.
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.
Who is responsible for paying for the service?
Ultimately you, the property owner, are responsible for payment and will
need to sign a form authorizing payment for the restoration services.
If this is an insurance claim, ServiceMaster of Germantown generally collects
only the deductible (co-payment) amount from you 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 payment from your
insurance company, and you may need to obtain a signature from them as
well. If your claim is not covered by insurance or you decide not to file
a claim, you will be expected to pay in full.