Frequently asked questions

The questions our intake team answers most often.

A pipe just burst, what do I do?: If it is safe, shut off the main water valve, then call. We take the address, read it back to confirm, and dispatch a crew immediately.
How fast can a crew get here?: Typically 60 to 90 minutes for an active-loss emergency inside our service area. We confirm coverage by zip code on the call.
Do you cover my zip code?: Tell us your zip code or city and we will confirm coverage on the spot, or log the request if it is outside our area.
I smell smoke but there is no fire now. Do I still call?: Yes. Smoke and fire damage assessment is one of our services, and lingering odor or soot after a fire is handled the same way as an active call.
How do I know if it's mold or just mildew?: We cannot diagnose it over the phone. Describe what you are seeing and where, and we will schedule an inspection or dispatch, depending on how active it is.
What does this cost?: We do not quote a price over the phone. Pricing follows an on-site inspection, since it depends on the extent of the damage.
Will you work with my insurance company?: Yes, we work directly with most major carriers. Tell us your carrier and, if you have it, your policy number; if you don't know it, our crew lead gets it on site.
What information do you need for the insurance claim?: The address, the date and cause of loss, your insurance carrier, and the policy number if you have it. The crew lead documents the damage for the file.
Do you handle both the water extraction and the rebuild?: We handle emergency mitigation and drying. Ask about full rebuild scope during the on-site inspection.
Is there an after-hours fee?: No fee to call and report an active emergency. Any after-hours service terms are covered in the estimate before work begins.
Can I get a callback instead of dispatch right now?: For anything active — water, fire or mold spreading right now — we dispatch immediately rather than schedule a callback. Non-emergency questions can be logged for a callback.
What if the crew has the wrong address?: We read the address, including unit or suite number, back to you before dispatching, specifically to avoid this.