Protect Yourself When Choosing a Restoration Company in Wisconsin

Trustworthy Restoration Services in Green Bay

Unfortunately, I have seen customers taken advantage of by some restoration contractors in our community. These customers are smart and do their research, yet they still face issues before I am hired to help them. At Renew Restoration, we have company policies in place to build a relationship of trust through our assessment, quoting, and contracting processes. Based on what my customers have shared with me in the past, here are a few tips to protect yourself when vetting a restoration company.

Understanding Google Reviews

Google reviews can be helpful, but remember that companies may manipulate them. Some may require employees to post 5-star reviews or even purchase them from outside sources. They can also pay Google to remove legitimate 1-star reviews from unhappy customers. Look for reviews that include details and preferably pictures showing that the customer used the company’s services.

Good reviews often mention the names of employees or owners and specific details about the work performed. Happy customers take the time to leave detailed reviews, discussing the quality of work, communication, and whether they were “wowed” by the company. Look for reviews that give you a glimpse into another person’s project and their experience. Be cautious, as some reviews may not come from actual customers.

Beware of Pressure Sales Tactics

Restoration companies, including mine, often promise to take care of you during the fire restoration process. Sadly, this can sometimes be an empty promise to get a contract signed. At Renew Restoration, we do not require a signed contract until the end of the estimating and assessment period. We also do not use sales pressure tactics to gain your business.

We use separate contracts for emergency board-up, mitigation, and rebuilding. This way, you are not stuck signing one contract for all three phases of your home’s fire damage restoration. If we earn your business through our treatment of you in the earlier phases, we hope you will trust us with the entire project when it comes time to move forward.

Signs of Pressure Sales Tactics

Here are some signs to watch out for regarding pressure sales tactics during fire restoration:

• A company that shows up while your home is still on fire can be a red flag. People are often vulnerable in these moments and may not think clearly. Trying to get a contract signed at that time is not something I am interested in doing. Accepting help for emergency board-up or finding a place to stay can be helpful when you are overwhelmed by your home’s damage. However, be cautious about signing contracts for the entire cleanup without taking the time to review the company that wants your business. A reputable company should be willing to wait until you are ready to commit.

  
  

• Someone telling you they will handle the entire billing process with your insurance company should give you pause. Initially, this sounds amazing! You don’t have to do anything and can avoid additional stress. However, there can be several issues for homeowners with a company that operates like this. You are letting your insurance company and the contractor decide everything about your home’s repair, including the thoroughness and quality of the repairs.

  
  

You owe your contractor for the work you agree to have them do, but insurance companies don’t always agree to reimburse you in full. Customers who do not take an active role in their home’s restoration may end up being billed for work not completed or work that insurance companies do not cover. At Renew Restoration, we have a policy that prohibits us from having phone conversations with your insurance company. All our communication is in writing via email, and our customers are cc’d—no exceptions.

The Importance of Documentation

When you experience smoke or soot damage, it’s crucial to hire a company that performs onsite surface testing, provides documentation, and outlines a detailed plan to restore your home. Beware of any company that promises to clean your home but does not provide you with a Restoration Work Plan (RWP) or an assessment of the smoke/soot damage itself.

The IICRC S700 (Institute of Inspection Cleaning and Restoration) is the prevailing standard for comprehensive smoke damage cleanup protocols. Since smoke damage cleanup is unregulated in Wisconsin, ensure you find a contractor certified by the IICRC in smoke and odor control. They should also use the standards set forth in the S700 to ensure your home is restored correctly.

What to Expect from Your Smoke Restoration Contractor

At a minimum, you should receive the following from your smoke restoration contractor:

1. A document describing the damage found, along with pictures of the damage and surface tests performed (dry sponge test, wet wipe test, etc.).

2. An assessment of the type of particle residue present (e.g., natural, synthetic, protein), any health concerns they present, and the proper cleaning method required for that type of particulate.

3. Full restoration assessment documentation with a restoration work plan proposal.

4. Documentation or assessment related to odor control (this is sometimes a separate issue from standard cleaning protocols).

5. A “white glove” walk-through with the owner after cleaning, with optional testing for particulate and odor to ensure the home is clean.

   
   

Upgrading Your Home During Restoration

Many customers choose to take advantage of the demo state of their homes to incorporate a kitchen or flooring upgrade they were already planning. This is a great idea! However, how your restoration company handles it is key to its success as you manage your insurance claim.

Some companies promise that combining your upgrade with your restoration won’t be a problem. Yet, at the end of the project, you may receive an invoice that doesn’t properly separate the two costs. Your restoration company needs to provide you with the correct and matching documentation, separate from the upgraded portion of the work performed. This ensures you can get reimbursed correctly from your insurance company.

If your restoration company refuses to separate the upgrades from the insurance claim work, you may be stuck with an insurance adjuster who will not release additional funds because it is unclear what your financial damage amount for the insurance claim work really is. At Renew Restoration, we not only quote home upgrades separately from the insurance claim work, but we also contract and invoice them separately.

Conclusion: The Importance of Hiring the Right Contractor

Hiring the right contractor is a crucial step in your home’s restoration process. Take the time to learn more about the company you are hiring. This will help ensure you don't end up frustrated, financially damaged, or feeling taken advantage of once the job is complete.

Remember, you deserve a restoration service that prioritizes your needs and communicates clearly throughout the process. If you have any questions or need assistance, feel free to reach out to us at Renew Restoration. We are here to help you navigate this challenging time with confidence and care.