A water damage company should be able to explain its method, its credentials, its insurance and its written estimate before any work begins. This guide sets out the questions to ask, the answers that should satisfy a homeowner and the signs that a company is not ready for a job. The call to this line connects a homeowner to a local independent company, and the homeowner should ask it the same questions they would ask anyone who comes into the house.
Key takeaways
- Ask the company what it holds for the work and ask to see the documents, rather than taking a claim on trust.
- Ask for a written estimate that lists the scope, the method and what is not included.
- Ask how the readings are taken and recorded, and how the homeowner will see them.
- Be wary of pressure to sign on the first visit, or of a company that will not put anything in writing.
- The work itself is between the homeowner and the company they hire, and the contract should say so.
What should a homeowner expect from the first call?
The first call should establish the source, whether the water is still coming, whether anyone is at risk and what has been shut off. The person answering should explain the next step without making promises about the day.
The call is the start of a record. The homeowner should be asked where the water is, what caused it, whether it is still flowing and whether anyone is in danger. Those questions are the ones a company uses to decide what to bring and how to plan, and the answers should be written down.
The call should also explain what happens next and who does the work. A homeowner who is connected to a company should hear that company's name and the credentials it holds, and should be able to ask for them directly.
Which credentials should a company be able to show?
The company should be able to show the licenses and registrations its work requires, its insurance certificate and any permit a repair needs. The homeowner should verify them with the issuing office, not with a document the company supplies alone.
A water-damage company does not always hold the same credentials as the plumber, the electrician or the roofer who may be involved. The homeowner should ask which credentials the company holds for the specific work, and which of the other trades will be needed.
This site does not claim any license for water-damage work on its own. The state and local offices that issue each license or permit are the ones that can confirm a credential, and the homeowner should check with them directly.
- Ask for the license or registration that the work requires
- Ask for a current certificate of insurance
- Ask which permit the repair needs and who will pull it
- Check each credential with the issuing office
- Keep a copy of every document in the file
What should be in a written estimate?
A written estimate should list the source, the water category, the materials to be removed and dried, the drying method, the readings to be taken and the decisions the homeowner must approve before work begins.
The estimate should be specific about the scope, because the scope is what the homeowner is agreeing to. It should also state what is not included, such as roofing, plumbing, electrical work, structural repair and the rebuilding of finished surfaces.
The estimate should be signed by the company and kept by the homeowner. A verbal estimate is not enough for an insurer, and it is hard to hold a company to a promise that was never written down.
What questions reveal how a company will work?
Questions about the readings, the removal decisions, the drying timeline and the communication during the job show how carefully a company will work.
Ask how the readings are taken, on which points and how often. A company that reads the building at set points and logs the numbers is working from evidence. A company that says the building is dry without showing numbers is working from appearance.
Ask who decides which materials are removed, and how the homeowner is shown the decision. Ask how the record is given to the homeowner at the end. A company that can answer those questions in writing is more likely to produce the file an insurer needs.
What are the red flags?
Pressure to sign on the first visit, a refusal to put the estimate in writing, a demand for payment in cash or a promise of a result that cannot be measured are the common red flags.
A company that asks the homeowner to sign a contract that assigns the insurance payment without explaining it should be questioned. A homeowner should read every document before signing, and should ask for time to do so.
A company that promises a specific price over the phone, guarantees a result that depends on the building, or refuses to name the people who will do the work is one to be cautious with. The homeowner can ask for the names and the credentials before any work begins.
How should the work be checked as it goes?
By reading the readings, asking for the log at each visit and walking the rooms with the crew. The homeowner should be able to see what is happening at every stage.
Ask for a copy of the readings log at each visit, and check that it matches the rooms and the materials in the estimate. A log that changes without explanation is a reason to ask for a meeting.
At the end of the work, the homeowner should receive the full record, the final readings, the list of removed material and the invoice. That record is what the insurer, a later buyer or a future contractor will want to see.
What does the homeowner remain responsible for?
The homeowner decides the scope, keeps the record, checks the credentials and manages the relationship with the insurer. The work of the building is between the homeowner and the company they hire.
The water-damage company does the cleanup and the drying. It does not decide the insurance claim, repair the roof or the plumbing, or guarantee the building after the work. Those are the homeowner's decisions, made with the right contractor and the insurer.
The homeowner should keep the disclaimer and the contract, and should read the terms on the work before any payment. This page does not replace the contract, and the contract governs the work.
What should a homeowner ask about the crew and its supervision?
Ask who will be on site, who supervises the work, what training the crew has for protective equipment and whether the same people will return for the readings.
A company that sends a different crew each visit can make the readings inconsistent. Ask who will read the building, and whether the same person will return to check the numbers. Ask who supervises the job and how that person can be reached during the work.
Ask what protective equipment the crew uses for each water category, and how it is changed between rooms. A crew that can explain its practice in plain terms is more likely to follow it. Ask also how the crew handles the homeowner's belongings, which should be moved and photographed with the homeowner present.
What should happen if the homeowner and the company disagree about the scope?
The disagreement should be written down, the readings reviewed together and the decision recorded before any extra work is done.
A disagreement about what must be removed is best resolved on the readings. The homeowner can ask to see the reading for each material in dispute, and the company should show where the reading was taken and what the dry standard was. If the disagreement remains, the homeowner can ask for an independent inspection, which the insurer may also request.
The homeowner should not be pressured to sign a change while the disagreement is open. A written note of the dispute, the readings and the decision, dated and signed by both sides, is the safest record to keep.
How should a homeowner check a company's reputation without relying on reviews?
Ask for references from past work that the homeowner can contact, check the company's record with the state and local offices and ask the insurer whether it has worked with the company before.
Written reviews are easy to fake and hard to check, so a homeowner should be cautious about relying on them. A more reliable check is a list of past jobs, with references the homeowner can contact directly, and a look at the company's registration with the state or local office that issues its credentials.
An insurer that has dealt with a company may be able to say whether the company's documentation was clear and complete. The homeowner can ask the insurer that question without asking for any judgment of the company's work.
What is the homeowner's own checklist before signing?
Read the estimate, check the credentials, confirm the insurance, ask about the timeline and make sure every promise is written down.
Before signing, read the whole estimate and the contract. Confirm the company's name, address and credentials match what was said on the phone. Ask for the timeline and the readings plan in writing. Check that the document says who does the work and what is not included.
A homeowner who is unsure should ask for a day to review the paperwork, and should not sign under pressure. A reputable company will expect the questions and will answer them in writing.
Frequently asked questions
Should I call more than one company?
It is reasonable to ask more than one for a written estimate, provided each one is given the same facts about the loss. Compare the scope and the materials, not only the total.
What if the company is not the one I was connected to?
Ask why. Calls are connected to the local company that performs the work, and a homeowner can ask for a different company if the first does not suit.
Do I have to use the company my insurer recommends?
No. The homeowner chooses the company. An insurer may have a list of contractors, and the homeowner can compare that list with the company connected by the line.
What if I am not satisfied with the work?
Raise it in writing with the company first, and keep the readings and the photographs. If the issue is with a claim, the Colorado Division of Insurance takes consumer complaints about insurers.
Sources
This guide is general information for El Paso County homeowners, not a substitute for an on-site inspection. Prices are estimates. See our disclaimer.