Water Damage and the Extraction Process

Common Questions and Answers

Q: Do I need an estimate before you start the dry-out?

A: Often the amount of the dry out is unknown; however, our pricing is based on standardized pricing for the industry. When an adjuster is assigned to your claim, we will assist you, if necessary, in explaining to them what we have done. At the end of our services, you will receive a detailed invoice.


Q: Do I have mold?
A: This is a very big concern and we at Pro Steamer 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 fairly quickly, you generally would not need to be concerned with mold.


Q: Is it okay to keep this 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. The equipment will not overheat and should be fine. If you hear or smell anything which seems unusual, please unplug the equipment in question and call us immediately @ (575) 623-0993. Our technician will be checking all equipment and dry out progress on a regular basis. 


Q: How do you know if everything is dry?
A: We use a very hi-tech moisture meter designed to specifically check for proper moisture content. We will not repair or cover up any areas which many still be wet. This is why you have made a good choice to call us and not just a construction company. We are trained and certified in water damage assuring you, the homeowner, of the best quality service, giving you the peace of mind that it 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 causing the air to feel wet. Part of our monitoring process includes checking the conditions both indoors and out. If our technicians instruct you to open some windows, it may mean that the conditions outside will help in the drying process. Otherwise, with the use of our hi-tech dehumidifiers, you will notice much dryer 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 and that would be fine. However, Pro Steamer has a team of very qualified repair specialists if you would prefer to have us complete the job for you.


Q: Will my insurance company cancel me now that I have made a claim?
A: Because each insurance company is so different, I would advise you to ask your agent or adjuster.


Q: Will my insurance premium go up now?
A: Because each insurance company is so different, I would advise you to ask your 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 in to you for 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, replacing with new. 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 loss takes between 2 to 5 days. 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. 

  

Q: What are the differences between you and a contractor?
A: We have spent thousands of dollars on specialized training and equipment, dealing specifically with water damage. Our main objective is to minimize the impact on your day to day living. If you hire a general contractor, they often do not understand the concept of saving verses replacing. Just an 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 tasks are very minimal. There may be a few items we will need you to pick out items such as floor covering, etc. For the most part you should be able to go about your daily activities with little worry or concern.


Q: Why do I give Pro Steamer my deductible?
A:  Your deductible is your responsibility to pay. Your insurance company will subtract your deductible from our bill and reimburse you the remaining balance. We do require a $500 deposit for any restoration job we start and that is applied to your final bill. This deposit helps cover the cost of the equipment we will be leaving at your home. 


Q: Why do you have to monitor the job so often?
A: 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 the humidity and temperature readings on a daily basis. This is also following industry standards. 


Q: What is microban, and why do you apply this product?
A: Microban is an antimicrobial, which is designed to inhibit, destroy, or prevent the development of microorganisms. Many times we will use this product as a precautionary step. 


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. 


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. Paper work is a very important part of the foundation to help us achieve this. 


Q: Should we make arrangements for you to get in our home?
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 home, you may want to ask your adjuster about additional living expense or A.L.E. coverage. 


Q: Why does the adjuster wait so long to inspect my loss?
A: Often the adjuster will wait until the dry 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: Often times the humidity in your house has the potential to double or triple 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 odor, you may have bacteria forming. After we have thoroughly dried out everything, the smell will dissipate. 


Q: Do I contact a contractor or does Pro Steamer?
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. 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 is only responsible for items that are like your previous finishes or that of equal value/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, the drying time is decreased. However, it may feel dryer than you may be used to, so you may need to water any 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 with the same material, or can I upgrade?
A: You may upgrade; however, we will need you to sign a change order. Showing the difference in price and giving us the authorization for repairs, and you agreeing to pay the difference in cost.