General Questions about Cleaning and Restoration Services

How should I keep track of items that cannot be restored/have to be thrown away?

Keep an ongoing list of these items with the approximate date purchased and the value of the item. Ask your insurance company the best way to format this list and keep paper and electronic copies on hand.


What should I keep on my person during the cleaning and restoration process?

We advise that customers keep their wallets, checkbooks, important personal documents, medications, pets and any valuable collections, jewelry, paintings, etc., with them.


Should I leave my property inside during the cleaning and restoration process?

This is a personal decision and should be made along with your insurance representative. Remember some of our equipment is noisy and the temperatures can fluctuate depending on the stage of the process. We also recommend keeping traffic on affected areas to a minimum to help expedite the restoration progress.


Should my belongings be moved from the property and put into storage?

Our technicians will let you know if any of your stuff will need to be moved out before the cleaning process begins.

Depending on the scope of the damage, it could be best to remove belongings especially larger items to make the cleaning and restoring process easier. Make sure to move your things to a secure storage facility. Premier and your insurance agent will assist you throughout this process.


How does payment work for your services?

Payment is the responsibility of the property owner. If there is an insurance claim, the owner will only be required to pay the deductable amount. However, if insurance doesn’t cover the damage, the owner will be required to pay in full. In some situations of large loss, the mortgage company may also be involved.


Questions about Fire and Smoke Damage

How long is the restoration process?

We cannot say exactly how long the cleaning and restoration process will take because it directly depends on the scope of the fire. But our professional technicians will keep our customers informed throughout the process on the estimated date for completion.


Can I turn on my heating or air conditioning unit?

We recommend that customers wait until they receive clearance from a certified HVAC contractor before turning on the heating or air conditioning system.


Will I need to find a general contractor for repair work?

Some more serious structural damage including work to drywall, painting, electrical, plumbing, roofing, flooring, framing, installation of doors, windows, cabinets, etc., could require the services of a general contractor.


Questions about Water Damage

How long will it take for my property to dry?

The length of the drying time depends on a number of issues but the average is between 3-5 days. These factors include the location, source of water, duration of water contact, type of building/construction materials and the how quickly emergency services began.

Our experts will determine when the drying process is complete through constant monitoring and assessment. Remember, just because a surface feels dry doesn’t mean it’s completely dry.


Will increased heat speed up the drying process?

No, more heat doesn’t automatically mean a faster drying process. Our professional technicians will adjust the temperature settings so we request that you don’t change those HVAC settings.


Will opening my windows speed up the drying process?

We don’t recommend that our customers open their windows to quicken the drying process. Due to specific outside weather conditions, our technicians will decide when windows should be opened.

On average it should also cost around an additional $1 per day, per piece of equipment to operate our necessary drying machines. The actual fee could vary depending on individual utility providers.


Why is there a weird smell in my home?

Reasons for different smells in your home relate to the increase of heat and humidity during the drying process. This smell doesn’t mean you have mold in your home. As the drying process continues, the odor should decrease and then go away completely.


How will my wet ceilings be dried?

Our technicians will evaluate the severity of the damage and the moisture content of your ceilings. Some of the property’s ceilings and wet insulation might have to be removed depending on the individual situation.


What will be done about my wet/damp pieces of furniture?

This depends on the extent of the damage to the specific pieces of furniture. Our technicians will dry out the furniture before accessing the damage and then make a plan for restoration.


Will I need to replace my wood floors?

Our technicians will evaluate the condition of your wood floors after we use our specialized system to dry them. This process typically helps floors return to their original shape and reduces buckling.

This process can take up to 3 weeks depending on the density of the hardwood floors. We will work with your insurance company to help decide if floors should be repaired or replaced.


Why does my carpet have to be replaced?

Your carpet would have to be completely replaced if there is delamination (when the backing separates from the carpet fiber), loss of adhesion, permanent stains or sewage contamination.

Our technicians will remove a sample of your carpet pad and match the color, quality and thickness whenever possible.


What about my area rugs that are wet or damp?

Our professional technicians will take any affected area rugs to clean and dry them. Our process minimizes possible discoloration and bleeding of colors.


Should I be worried about sewage contamination?

Our process ensures that your property will be safe following our cleaning and restoration program. All surfaces will have to be cleaned and sanitized. Other areas that cannot be sanitized (porous materials such as drywall, ceiling tiles, paneling and insulation) will be removed by our technicians.