A water damage company should be able to explain its method, its credentials, its insurance and its written estimate before 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 line connects a homeowner to a local 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, recorded and shown to the homeowner.
- 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 hired, 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 answers are written down and passed on.
The call should also explain who does the work. A homeowner should hear the 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 licenses and registrations its work requires, a certificate of insurance and any permit a repair needs. Verify each with the issuing office, not only with a document the company supplies.
A water-damage company does not always hold the same credentials as the plumber, electrician or roofer who may also be involved. The homeowner should ask which credentials the company holds for the specific work and which other trades will be needed.
The Tennessee Board for Licensing Contractors issues contractor licenses and can confirm a company's standing. This site does not claim any license for water-damage work on its own.
- 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?
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 state what is not included, such as roofing, plumbing, electrical work and the rebuilding of finished surfaces.
The estimate should be signed by the company and kept by the homeowner. A verbal estimate is hard to hold a company to.
What questions reveal how a company will work?
Questions about the readings, the removal decisions, the drying timeline and 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 final record is given to the homeowner.
What are the red flags?
Pressure to sign on the first visit, a refusal to put the estimate in writing, a demand for cash, or a promise of a result that cannot be measured.
A company that asks the homeowner to sign a contract that assigns the insurance payment without explaining it should be questioned. Read every document before signing, and ask for time to do so.
A company that promises a price over the phone, guarantees a result that depends on the building, or will not name the people doing the work is one to be cautious with.
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.
Ask for a copy of the readings log at each visit and check that it matches the rooms and materials in the estimate. A log that changes without explanation is a reason to ask for a meeting.
At the end, 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 to ask about the crew and its supervision
A homeowner should ask who is on site, who supervises the work and what protective equipment the crew uses.
Ask who will be on site, who supervises the job and how that person can be reached during the work. A company that sends a different crew each visit can make the readings inconsistent, so ask whether the same people will return.
Ask what protective equipment is used for each water category and how it is changed between rooms. A crew that explains its practice plainly is more likely to follow it.
How to check a company's record without relying on reviews
Written reviews are easy to fake, so a homeowner should look for references and registrations instead.
Ask for references from past work that the homeowner can contact directly. Check the company's standing with the Tennessee Board for Licensing Contractors, and ask whether the insurer has worked with the company before.
An insurer may be able to say whether a company's documentation was clear and complete, without judging the work. The homeowner can ask that question directly.
When the homeowner and the company disagree
The disagreement is written down, the readings are reviewed together and the decision is recorded before extra work is done.
A disagreement about what must be removed is best settled on the readings. The homeowner can ask to see the reading for each material in dispute and where it was taken. If the disagreement remains, an independent inspection can be requested.
The homeowner should not be pressured to sign a change while a disagreement is open. A dated note of the dispute, signed by both sides, is the safest record.
What to ask about insurance
The homeowner asks for a current certificate of insurance and checks that the coverage applies to the work.
Ask for a current certificate of insurance and check the dates and the coverage. A certificate that does not cover the type of work is of little use, so ask the company to confirm the coverage in writing.
A homeowner can ask the insurer whether it has any concern about the company's coverage. That question is part of the same check.
A simple written agreement
The agreement states the company, the scope, the timeline, the price basis and the record that will be given.
A written agreement should name the company, describe the scope and the method, set out the timeline and the basis of the price, and state the record that will be given at the end. Read it before signing and keep a signed copy.
The agreement should say who does the work and what is not included. If the company asks for a signature before the terms are written, ask for them first.
Warning signs during the work
A few signs during the work show that the company may not be following its own method.
A crew that does not explain its readings, that works without containment in a mold area or that refuses to show the log is not following a sound method. A homeowner who sees one of these should ask for the explanation in writing and call another company for a second opinion if needed.
A sudden change in the scope without a reading or photograph to justify it is another warning sign.
Finishing the job well
A good finish includes the final record, the clearance and a check after the next storm.
At the end, the company should give the full record, the readings, the removed-material list and the invoice. A check after the next heavy rain confirms the repair has held.
A homeowner who has a good record can use it for a future claim, a future sale or a future contractor, which is the lasting value of a well-run job.
Keeping a file for future work
The file of the job is kept for the house, so the next water event starts with the history.
Keep the estimate, the readings, the photographs, the insurance papers and the final record in one file for the house. A future crew reads the history quickly, and the insurer can see the sequence of events.
Keep the company's contact and the credentials it showed, so a future call can be made with the same information.
Questions about the company's own records
A company that keeps a clean record of its jobs can show the homeowner what its file looks like before the work begins.
Ask to see a sample of the record the company gives at the end of a job, with the readings, the photographs and the removed-material list, with the client's details removed. A company that can show a sample file is more likely to produce a complete one.
Ask how long the company keeps its records and how a homeowner can request a copy later. A file that cannot be retrieved later is of little use to an insurer.
Frequently asked questions
Should I call more than one company?
It is reasonable to ask for written estimates from more than one, provided each is given the same facts about the loss.
Do I have to use the company my insurer recommends?
No. The homeowner chooses the company, and can compare any insurer 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 photographs. A claim dispute can be raised with the Tennessee Department of Commerce and Insurance.
Can I check a contractor's license myself?
Yes. The Tennessee Board for Licensing Contractors can confirm a contractor's standing.
Sources
This guide is general information for Williamson County homeowners, not a substitute for an on-site inspection. Prices are estimates. See our disclaimer.