FAQ’s

Structual Drying

During the process, we will need access to your home to complete the project. We have found that a lockbox is the easiest way to gain access as needed on scheduled days. In short, no you will not need to be home. All of our employees have undergone thorough background checks and drug screens.

No. Outside weather conditions can vary greatly. Our trained water mitigation technicians will determine the appropriate steps for drying.

Our technicians will evaluate moisture content, determine the severity of the damage and may have to remove some ceiling for ventilation. Wet insulation can be a hazard and may need to be removed.

Not usually. If items need moved out, we will let you know in advance.

It’s not unusual to smell odors during the drying process. These odors are a result of increased heat and increased humidity often lead to increased odors from building materials, dormant spills and/or accidents. Do not confuse these odors with that of mold. As the drying process continues, these odors will dissipate. In extreme cases, we will use industrial deodorizers.

If you filed an insurance claim, you may receive guidance from your insurance representative. However, this is often a decision you have to make on your own. Safety is our top priority. Our equipment is as childproof as possible, but we require your supervision for making sure children do not play with the equipment. Air movers and dehumidifiers will make noise. They will also create a draft. It is important that the equipment is left on. If noise is disruptive to you, you might want to consider an alternate place to stay.

The extent of damage will determine if your furniture is able to be restored. Your furniture must be dried before damage can be assessed. Non-salvageable furniture will be documented for you and we will dispose of them for you pending a release form. Most insurance carriers require items to be left on site until they can be evaluated. We will remove them once this is completed.

Maybe. Wood floors will need to be evaluated on a case by case basis. If you filed a claim, you will need to work with your insurance adjuster to ultimately decided if the floor needs replaced.

No. We will adjust temperature for optimum drying conditions. Please do not adjust settings or shut off the system. Doing so may only prolong the process.

Touch alone is a false indicator. Proper testing with our specialized equipment is the only way to be certain.

Drying time is determined by a combination of factors including the location, duration, source of water, types of building materials, weather conditions and how quickly emergency services begin. Through constant evaluation of the drying process, we can determine when the drying is complete. For example, your carpet may feel dry to the touch. However, padding and sub-flooring may still be wet underneath. Although there is no set rule on how long it will take. Most jobs take between three to five days or more, depending on conditions.

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Reconstruction

It depends on the scope of work and the discretion of the crew lead. If special accommodations need to be made please contact your project manager.

During the process, we will need access to your home to complete the project. We have found that a lockbox is the easiest way to gain access as needed on scheduled days. In short, no you will not need to be home. All of our employees have undergone thorough background checks and drug screens.

It depends on your location but typically our crew will not leave the site before 3 pm.

Our reconstruction crews are normally on site and will begin working before 8 am (depending on your location in relation to our facility in McKees Rocks.). If you require special accommodations please contact your project manager.

Every project is different. Our project manager can give you a estimated time to completion depending on the scope of work. However, in construction, there are sometimes unforeseen variables that may arise during construction that may require a supplement to your insurance carrier which may extend the length of the project.

Until your insurance carrier and all applicable parties have come to an agreed scope of work. It depends. Any changes above and beyond the original scope of work can delay this process. Additionally, any delays in material selection, financing, etc. can also delay the process. Our project manager can give you a time frame that your job could start within if all administrative work and selections are completed in a timely fashion.

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Carpet And Floor Coverings

Some rugs may be taken to our warehouse if needed for special care. They need to be dried carefully to minimize bleeding of colors and discoloration. Your rugs will be dried, cleaned and returned.

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.

Carpet on the stairs is generally not removed for safety reasons. Exposed tack strip or staples, especially on steps, is dangerous. However, there are situations where removing carpet from steps is necessary to prevent damage to hardwood steps or in the case of sewage contamination. Removing tack strip is not advised, as this may damage the hardwood or the sub-floor. Extreme caution must be used whenever tack strip is exposed or when the carpeted stairs are damp. If carpet left on the stairs is un-salvageable, it will be removed when new carpet is installed.

Non-porous flooring can trap water and prevent it from drying properly.

A few reasons your carpet may not be salvageable:

• Delamination
(Occurs when the back separates from the carpet fiber)

• Loss of Adhesion
(May be caused by prolonged exposure to water or age of the carpet)

• Permanent Stains

• Carpet covers wood flooring
(In order to salvage wood flooring)

• Sewage Contamination

It is strongly suggested that you keep the traffic to a minimum. Wearing shoes is recommended for your safety.

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Equipment

Based on average electrical rates, it may cost about one dollar per day per piece of drying equipment to operate. Actual rates can vary depending on current rates from your local electricity provider.

Our water damage mitigation specialist will place and monitor equipment to achieve optimal results in the shortest amount of time. Please make sure no one turns the equipment off or moves it. Please notify our office immediately if the power goes off or if the equipment turns off.

When water damage has occurred, water can be absorbed into the drywall (sheetrock), baseboards, sub-flooring, etc. Drying these surfaces requires high-velocity air movers to accelerate the release of absorbed water into the air. Dehumidifiers are necessary for removing this excess moisture to help protect property and create conditions for efficient drying. Please do not turn off or move drying equipment without first calling 412-RESTORE.

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Sewage

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.

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Billing / Payment

You may receive invoices from our office. If you have not received payment from your insurance carrier you may disregard these invoices. Typically, most carriers pay claims within 30 days of receipt. If you have not received payment and are still receiving invoices from our company, please contact your adjuster for payment status and notify our office at (412) RESTORE.  Once your invoice is paid in full the repairs portion of your claim is complete.

Because every loss is different. For example, we cannot predict how long it will take a structure to dry. This is due to a variety of different factors as stated under the “How long will it take my property to dry?” question. For more information on pricing, please see, “Why are your prices the way they are?”.

For residential work, we have very little control over the prices we charge. Our prices are set by your Insurance carrier through a program called Xactimate. Whether it’s us or another restoration company, we are all bound by this set pricing structure.

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, DUCKSTEIN RESTORATION generally collects only the deductible amount and bills the balance to your insurance provider as a service to you. 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. All payments for restoration services should be forwarded to DUCKSTEIN RESTORATION upon receipt. 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.

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