IMPORTANT….. Question and Answer Guide For Fire Damage Are you wondering if we will be able to get the smoke smell out?…. If we will do all of the cleaning and repairs?…. Or are you wondering if you need to do anything? In this guide you will learn the answers to all these questions and many more……. Thank you for choosing RASKOB ENTERPRISES INC. DBA 2044B South Quinn St. Phone: 250-614-1345 Prince George BC V2N 1X5 email: firstname.lastname@example.org Dear valued client, Hi my name is Rick Raskob, owner of High Tech Restoration. I want you to know my commitment is to offer you the best possible service. I have built a team of highly trained and qualified technicians, some of the best in our industry. I hope with the following questions and answers you will feel more comfortable with our services. If you still have questions, which are not covered in this guide, please feel free to talk to any of my technicians. I have been in the restoration business for approx. 15 years, and have worked very hard to create a business offering a full range of services dealing with any damage that may occur in your home or business. Below are some of the services we provide: Water Dry-out and repair Fire clean up and repair Smoke damage repair Wind damage repair Content cleaning Odor control Mold remediation Listed below is the training we have received to offer you quality service: We are IICRC certified in Upholstery & Fabric Cleaning Carpet Cleaning Journeyman Textile Cleaner Journeyman Water Restorer Journeyman Fire & Smoke Restorer Odor Control Master Fire and Smoke Restorer Master Textile Cleaner Master Water Damage Restoration Carpet Repair & Reinstallation Applied Structural Drying Omegasonics: We are certified in ultrasonic cleaning for fire and mold remediation. Restoration Alliance: We have also received extensive training for complete content cleaning and restoration to include electronics cleaning, inventory processing, and advanced packing procedures. DriEaz: Advanced restorative drying techniques. As the owner of High Tech Restoration I would be happy to hear any suggestion or comments that may increase the quality and service we offer. Please fill out our comments and testimonial form. See back for some of our customer comments Q: Will I still smell smoke when you are done? A: We use very specialized equipment and products to remove and/or neutralize smoke. We use the latest techniques available to put your house back to a pre-loss condition. Our job is not complete until you are satisfied. Q: Do I need an estimate before you start any cleaning or repairs? A: Often the amount of the cost to clean contents is unknown; however our pricing is based on standardized pricing for the industry. When an adjuster is assigned to your claim, we will explain to them what we have done up to that point for any emergency repairs, then get any authorization before further steps are taken. Before any repairs are made, we will have an agreed estimate with your insurance company. Q: My house is wet after the fire department was here, can you dry it out? A: Yes, we use specialized equipment to dry out your house. We are highly trained and certified in water damage and restoration. Q: How does the dry-out process work? Q: How do you know if everything is dry? A: We use very high tech moisture meters designed to specifically check for proper moisture content. We will not repair or cover up any areas, which may be still wet. This is why you have made a good choice to call us, not just a construction company. We are trained and certified in water damage assuring you, the homeowner, of the best quality service and giving you the peace of mind that it will be dried out properly. Q: Is it o.k. to keep this equipment running or do I need to do something with it? A: The equipment we use is capable of running for months without being shut off. They will not overheat and should be fine. If you hear or smell anything which seems abnormal, please unplug the equipment in question and call us immediately @ (250) 614-1345 or (250) 612-7661. Our technician will be checking all equipment and dry out progress on a regular basis. Q: What is an air scrubber? A: We use air scrubbers to help clean the air. They use two pre filters and a large Hepa filter. Air scrubbers remove 99.97% of all air partials, making a safer work environment. .Q: If you use Ozone, will it hurt me or my things? A: We are very careful when using Ozone and will only use it on items that will not be harmed. After we have used Ozone, we will only allow you in the area when it is safe. Q: What if we want to do the repairs? A: The most critical part of fire damage is the drying process and odor control. If you want the odor to be guaranteed to be gone, I would recommend the repairs be performed by our trained and certified technicians. If you want us to only do the emergency repairs, we will bill your insurance company for the emergency repairs separately. High Tech Restoration has a team of very qualified repair specialists. Q: Will my insurance company cancel me now that I have made a claim? A: Because each insurance company is so different, I would advise you to ask your agent or adjuster. Q: Will my insurance premium go up now? A: Each insurance company has different guidelines. You will need to ask your agent or adjuster. Q: What is going to happen with my damaged furniture and/or contents? A: We will do our best to restore your contents to a pre-loss condition. If we are not able to restore any items we will set them aside to be itemized and turned in to your insurance adjuster. Your Adjuster will determine coverage according to your policy. Don’t throw anything away! Q: If it can’t be saved, what will be replaced? A: Our job is to bring you back to a pre-loss condition. We will use the best method to save each and every item, on heavily damaged items we will need to try to clean them before we are able to determine what has permanent damage. If we are unable to save an item, we will itemize the item and set it aside for you to inspect and turn in to your insurance company as a destroyed item for replacement. Q: Do I need to do anything? A: We have worked very hard at building a business where your responsibilities are very minimal. There may be a few items we will need you to pick out such items as floor covering etc. For the most part you should be able to just go about your daily activities without much worry or concern. Q: What is the difference between you and a contractor? A: We have spent thousands of dollars on specialized training and equipment, dealing specifically with fire damage. Our main objective is to minimize the impact on your day to day living. If you hire a general contractor, often they do not understand the concept of saving verses replacing. Just an example: We are able to remove smoke odor without replacing everything. By saving versus replacing we are able to get you back into your house sooner. If someone comes in and removes everything, the adjuster may not approve. Q: Why do I give High Tech Restoration my deductible? A: It is your responsibility to pay your deductible. Your insurance company will subtract your deductible from our bill and pay us the balance. As an example, if you have a deductible of $250.00 and our bill is $1000.00 Insurance cheque $ 750.00 Deductible $ 250.00 Total amount paid $ 1000.00 Q: How much is my electric bill going to be with all of this equipment? A: We have made every effort to use equipment that maximizes the fastest drying time but consumes the least amount of power necessary to achieve the best drying time and results. Below is an approximate cost for each piece of equipment. $.45 per day $1.35 per day Small $1.25 per day $.55 per day Large $1.50 per day Q: Can I turn off the equipment at night? A: No, we really need to keep the equipment running. By turning off the equipment it may increase the chance of mold growth. Q: Why must we go through all this paperwork prior to doing emergency repairs? A: We try to stay as organized as possible to insure the quality and customer service you deserve. Paper work is a very important part of the foundation to help us to achieve the highest standard of customer satisfaction. Q: Should we make arrangements for you to get in our house? A: Yes, it is very important that we have access to monitor the job. If you are not going to be available, then we need to work out a plan to gain access. Q: Must I stay in my home during the repairs? A: Depending on the amount of smoke damage and how it affects you will determine if you can stay in your home. If you need to stay outside of your house, you may want to ask your adjuster about additional living expense or A L E coverage. Q: Why does the adjuster wait so long to inspect my loss? A: Often the adjuster will wait until the dry out process is complete in order to be able to assess damages. Other times because of our relationship with the adjuster, they may rely on our photos and scope of repairs without doing an inspection of their own. Q: Why does my house smell so bad? A: If the fire department used water to put out the fire, the humidity in your house has doubled or tripled from what is normal and materials are wet that normally are not designed to get wet. If it has been 3 to 4 days since the initial fire and your house has just sat there without being dried out you may start to smell a sour odor, bacteria may be forming. After we have dried out everything and do a thermo fog the smell should be better. That is why it is very important to take immediate action to prevent further damage. Q: Will I need to contact a contractor or does High Tech Restoration do that for me? A: We take care of any repairs that need to be performed. If you choose to have someone else do the repairs, you are responsible to hire the contractor yourself. Q: What is Thermal Fogging A: A thermal fogger is appropriately named since it is a device that uses heat to produce a fog without degrading the active ingredient. A thermal fogger produces a range of droplet sizes including a large number of very small droplets. This makes a thermal fogger the preferred type of equipment to reach air spaces in areas highly obstructed by vegetation, or other physical obstructions in buildings. The large number of very small droplets produced in a thermally generated fog also make the fog highly visible. This can help the operator to monitor the fog and ensure thoroughness of application. Q: Is the final choice on the finish product my decision or the adjusters? A: The choice of repairs is always yours. We will do our best to restore your contents to a pre-loss condition and your insurance company only owes you - like, kind, and quality. If you choose to upgrade, you will have to pay more out of your pocket. Q: What is ultrasonic cleaning and how does it work? A: Ultrasound is energy in the form of a wave motion which is above the maximum level of audible sound. This energy is transmitted to the cleaning solution via a bank of transducers underneath the machine. The result of this process is termed cavitations, tiny bubbles of vaporized liquid which explode when they reach a high pressure. Cleaning takes place as shock waves dislodge soil from the surface of the contaminated articles placed in the water bath. Q: Are any of the chemicals used harmful to my pets? A: You should always avoid contact with chemicals. We advise you to keep any pets away from the affected area. Q: Do you guarantee your work? A: Yes, we guarantee all of our workmanship for 5 years. Before we complete your job you will need to sign a form of work completion and satisfaction. Q: Why do I have so many cobwebs? A: Cobwebs are formed from smoke particles linking together forming a chain. When you see cobwebs through out your home it is not from your lack of house keeping. Q: Do I have to replace with the same materials, or can I upgrade? A: You may upgrade, however we will need you to sign a change order which shows the difference in price and gives us the authorization for repairs. You agree to pay the difference in cost. Q: Why does it look like water is running down from my ceiling? A: Smoke is made up of small water droplets. Smoke rises and concentrates at the ceiling and causes large amounts of moisture. Here’s what some of our clients are saying….. Shirley Jaron: Water Damage - “Complete satisfaction – everything left neat and tidy – all damaged goods taken to dump – I am 100% satisfied and pleased with everything!!” Verna Dyck: Smoke Damage – “You guys do a great job! – House smells nice and looks good too! – Easy to deal with! – Friendly!!” Marilyn Pocock: Water Damage – “Your employee Rob was outstanding as he assisted us with our basement water damage. He was meticulous as to his respect to the main floor of our home. Rob was communicative and helped us understand the procedure. We thank Rick for his long day spraying the area and for quickly returning my call to his very busy cell phone. Without hesitation I would endorse High Tech Restoration Services, and would suggest name requesting Rob (a calming influence in crisis!) I thank you for your help.” Peggy Smalley: Letter sent to Huston Grant Adjusters – Water Damage – “this occurred on Dec 27th when most people were enjoying a holiday. The fact that you were able to immediately contact Rick Raskob of High Tech Professional Cleaning Services, who had a cleanup crew at my house within an hour, was simply amazing. I thought this was an impressive level of service and was very grateful. The cleanup crew did a very efficient job and also did everything possible to allay my concerns. For several days Rick checked my house to see how the drying process was doing as he had supplied blowers and a dehumidifier to remove the moisture. I would not hesitate to recommend any and all of the people who dealt with my claim.” Ryan and Martyne Todd: Water Damage – “We would like to thank you for all your service and hard work cleaning and restoring our basement after our basement flooded. The people that you had working with you and the contractors you hired were all top notch, and everything turned out excellent. We will definitely pass your information on to anyone we know who needs restoration services.” David Nussbaumer: Water Damage – “I just remembered that I had not thanked you for ALL of your hard work. The room looks 1000% better thanks to your attention to detail. Thank you for all of your hard work and for seeing this through to the final product. You did a great job. We (Alison and I) just wanted you to know this.
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