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Frequently Asked Questions

Q. How long will the restoration process take?

A. There are many variables and many services involved in the restoration process.  It is difficult to predict exactly how long the complete restoration of your home or business will take. Consult with your ServiceMaster technician on the estimated dates and phases of your restoration project. Drying time on water losses are 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.

Q. Who is responsible for paying for the service?

A. 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 will direct bill your insurance provider as a service to you if you sign the needed forms. If you have a large loss, your mortgage company may be included as a payee on the check from your insurance company, and 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.

We use insurance approved pricing and negotiate with your insurance adjuster to finalize the remediation cost.

Q. Can my carpet be restored or will it have to be replaced?

A. 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 carpet.
  • Sewage Contamination

Q. How will you match my carpet pad?

A. 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. Similar pad may differ in color based upon the time it was manufactured.

Q. What about sewage contamination?

A. 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.

Q. Can I clean it myself?

A. We suggest you do not attempt any “do it yourself” cleaning methods without consulting your ServiceMaster technician. ServiceMaster’s professional cleaning system products used by experienced, trained technicians give you the best chance for complete restoration of your belongings.  By trying to “do it yourself” owners could create more damage ultimately resulting in more costly repairs.

Q. Do my belongings need to be moved away from the premises?

A. Depending on the source, nature and extent of the fire damage or water damage, it may be best to remove belongings to a secure facility for cleaning, storage, and to make room for restoration or construction. ServiceMaster will work with you and your insurance claim representative to manage this process.

Q. Will I have access to my belongings while they are in storage?

A. Yes. With advanced notice we can schedule time for a ServiceMaster technician to meet with you and provide access to your requested items.

Q. What about special items? Artwork, china, heirlooms, etc.?

A. 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.

Q. My wood floors are wet and buckling. Will they have to be replaced?

A. 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.

Q. What about my wet furniture?

A. The extent of 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.

Q. My ceilings are wet. What needs to be done?

A. Our technicians will evaluate moisture content, determine the severity of the water 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.

Q. Should I open the windows to help the drying process?

A. 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.

Q. What will you do with my area rugs?

A. 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.

Q. What will it cost to run the equipment?

A. Based on average electrical rates, it may cost about one dollar per day to operate the drying equipment.

We will be there when you need us, 24 HOURS A DAY, 7 DAYS A WEEK, 365 DAYS A YEAR for your emergency needs.

Give us a call. We can help.

404-853-2525

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