FAQ · 26 Questions
Water Damage FAQ — Real Answers From Real Pros
Everything U.S. homeowners ask about water damage restoration: emergency response, insurance, costs, mold, our process, and more. Don't see your question? Call us anytime.
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Emergency
Emergency Response
How fast can crews arrive at my home?
Most U.S. metros receive on-site response within 60 minutes of your call. Outlying areas typically dispatch within 60–90 minutes. Major hurricane response can take 2–4 hours during active storm conditions when roads are impacted.
Do you operate 24/7?
Yes — 24/7/365. Burst pipes, sewage backups, and storm damage don't wait for business hours. A live restoration specialist (not a call center) answers within 30 seconds at any hour.
What should I do before your crew arrives?
1) Shut off the main water supply if it's an active leak. 2) Cut electricity to wet areas. 3) Move valuables to dry ground. 4) Document everything with photos and video. 5) Don't enter rooms with sagging ceilings. We'll guide you over the phone until we arrive.
Is this really an emergency or can it wait until morning?
Water damage doubles in cost every hour. Mold begins colonizing in 24–48 hours. Wood subfloor swells in 4 hours. Drywall delaminates in 8–12. Calling immediately is almost always the right answer — even 4am on a Sunday.
What if there's an active leak I can't stop?
Call us first, then call your water utility. They can shut off your water at the meter if you can't operate the main valve. Our dispatch will guide you through this on the phone.
Insurance
Insurance & Costs
Will my homeowners insurance cover this?
Most sudden, accidental water damage is covered under standard U.S. homeowners insurance (HO-3 form). Excluded: gradual leaks (deemed maintenance), rising-water flooding (requires NFIP), and earth movement. Sewer backup requires a separate endorsement that most homeowners don't have.
Do I pay you or does insurance pay you?
We typically bill insurance directly using Xactimate (the software your insurer uses). You usually pay only your deductible. For uninsured events, we offer financing and flexible payment options. Free estimate before any work begins.
How much does water damage restoration cost?
Minor damage (single room): $1,200–$5,000. Moderate (2 rooms): $3,500–$12,000. Major (whole floor): $10,000–$25,000. Severe (sewage/black water): $15,000–$40,000+. See our detailed pricing page for breakdown.
What's a typical homeowners insurance deductible?
Most U.S. policies carry a deductible of $500–$2,500. Coastal-state policies often have separate hurricane deductibles of 1–5% of dwelling coverage (significantly more — $4,000–$20,000+ on a $400K home).
Should I file a claim or pay out of pocket?
Depends on damage size, your deductible, and your claim history. Small losses near or below deductible often aren't worth filing — they raise rates more than they pay. We help you do the math before deciding.
What if my claim is denied?
Most denials are reversible with proper documentation, supplements, or escalation. State insurance commissioners accept consumer complaints. For complex denials, public adjusters and attorneys work on contingency (10–20% of recovery). We help homeowners through this process.
Process
Restoration Process
How long does the entire restoration take?
Emergency response: 60 minutes. Extraction: 2–8 hours. Drying: 3–7 days. Demolition: 1–3 days. Reconstruction: 1–6 weeks. Total typical timeline: 2–8 weeks. Major losses (whole-home, hurricane): 3–9 months.
What is IICRC S500?
The Institute of Inspection, Cleaning and Restoration Certification's standard for water damage restoration. It defines water categories, drying classes, equipment requirements, and procedures. Reputable U.S. restoration companies follow it. Adjusters expect their contractors to as well.
Will the equipment really need to run 24/7?
Yes. Dehumidifiers and air movers must run continuously — turning them off at night doubles drying time and wastes the daytime progress. They're quieter than a window AC and use about 1.5–2 kWh combined per hour.
Can I stay in my home during restoration?
For most events, yes — containment plastic limits drying chambers to affected areas. For Category 3 (sewage), large-scale events, or homes with vulnerable occupants (children, elderly, immunocompromised), temporary relocation is recommended. Insurance ALE (Additional Living Expense) often covers this.
Will my home look the same after?
Yes — that's the goal. Texture matching, color matching, and same-grade material specs are standard. Some materials are difficult to perfectly match (older textures, custom paints) — we discuss any visible differences during the planning phase.
Mold
Mold & Health
Is black mold actually dangerous?
Stachybotrys chartarum (the species often called 'black mold') produces mycotoxins linked to respiratory issues, especially in children, elderly, and immunocompromised individuals. CDC notes any mold can cause health effects in sensitive people. Treat all visible mold as a problem to remove safely.
How fast does mold grow after water damage?
Visible mold colonization begins at 24–48 hours under typical indoor conditions (70°F, 60%+ humidity). In high-humidity climates (Florida, Gulf Coast), it can be faster. Once established, hyphae penetrate porous materials and spore production begins.
Can I remove mold myself?
EPA recommends DIY only for areas under 10 square feet, with proper PPE (N95 respirator, gloves, eye protection), and only after the moisture source is fixed. Larger areas, HVAC contamination, sensitive household members, or sewage involvement require professional remediation.
Does my insurance cover mold remediation?
Most policies cover mold only when it results from a covered water loss, often subject to a sublimit ($5,000–$10,000 typical). Mold from chronic leaks or humidity is often excluded. Some states (CA, TX, FL) offer mold endorsements for $50–$200/year — worth carrying in humid climates.
Coverage
Service Areas
Do you serve my city?
We have certified restoration partners in every U.S. state and over 2,400 cities. Major metros are dispatched within 60 minutes; smaller cities and rural areas within 60–90 minutes. Call us — we have crews in your area.
Are you available in Hawaii and Alaska?
Yes — we have certified partners serving Hawaii and Alaska. Response times in remote areas (rural Alaska, neighbor islands) may be longer than continental U.S., but we have presence.
Do you serve commercial properties or just residential?
Both. We handle commercial water damage including offices, retail, multi-family residential (apartments, condos), restaurants, and light industrial. Some specialty environments (hospitals, data centers) require specialized partner crews.
Company
About Us
Are you a national chain or franchise?
Neither. We're a veteran-owned company that operates through a vetted nationwide network of locally-owned IICRC-certified restoration partners. The crew that shows up at your door lives in your community — backed by our centralized support team for documentation, claim coordination, and quality assurance.
How long have you been in business?
Founded by Mike Henderson, US Army veteran and IICRC-certified Master Restorer with 20+ years in the restoration industry. The company has been serving U.S. homeowners under its current structure since the late 2000s, expanding to all 50 states.
What certifications do you carry?
IICRC certified (WRT, ASD, AMRT, Master Restorer), BBB Accredited (A+ rating), OSHA compliant, EPA registered for antimicrobial application and lead-safe RRP, fully licensed and bonded in every state we operate. See our About page for full credentials.
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