A solid restoration crew finds the water source, maps moisture behind walls and under floors, dries the structure to documented targets, and leaves you with paperwork your insurer can use. Use these questions to separate certified mitigation teams from “we’ll rip everything out and hope” vans that inflate scope or miss hidden wet pockets.
Why it matters: Water restoration is a specialty — drying science, category of water, and psychrometry matter as much as demo. Ask for company and technician credentials (WRT/ASD or local equivalents), and whether a certified tech leads the job or only sales. Certificates you can verify beat vague “fully trained” claims.
Why it matters: Clean supply-line water, gray water, and sewage (black water) need different PPE, disposal, and material removal. A careful company classifies category and class early and explains whether contents can be cleaned or must be discarded. If they won’t discuss source and category, you can’t trust the scope.
Why it matters: Surface-dry floors can hide wet insulation, subfloors, and wall cavities. Ask how they map affected areas, what dryness goals they use (and against what baseline), and whether you get daily or end-of-job moisture logs. “Looks dry” without numbers is how mold shows up weeks later.
Why it matters: Air movers, dehumidifiers, and controlled demolition should match the class of loss, not a one-size package. Ask what materials they expect to remove (baseboards, drywall to a height, carpet pad), what they hope to dry in place, and how long equipment typically runs. Over-demo and under-drying are both expensive mistakes.
Why it matters: Mitigation scopes grow when cavities open. Get a written estimate that separates emergency services, equipment days, demo/haul-off, antimicrobial use if any, and contents handling. Agree that non-emergency extras need your (or your adjuster’s) OK with updated paperwork — not a surprise invoice after tear-out.
Why it matters: Many restorers bill insurance; some expect you to pay and seek reimbursement. Clarify who authorizes work, deposit vs assignment of benefits (rules vary by state), photo logs, moisture readings, and itemized invoices. You want claim-ready docs even if you pay cash — and you should understand you’re still responsible if coverage is denied.
Why it matters: Requirements vary by state — contractor licenses, mold remediation licenses, or specialty registrations may apply. Ask for general liability and workers’ comp certificates naming your address if your insurer requires it. Uninsured crews doing demo in a wet house are a liability if someone gets hurt or utilities are damaged.
Why it matters: Drying and emergency mitigation are not the same as reconstruction or full mold remediation. Ask who handles rebuild quotes, whether they self-perform or sub out, and what triggers a separate mold protocol (testing, containment, clearance). Companies that blur every line into one vague “we handle everything” package make it hard to compare bids.
Why it matters: Hours matter after a flood or burst pipe. Ask arrival window, after-hours fees, and whether the first visit is stabilize-only (extract, pack-out, set containment) vs full equipment set. A 24/7 promise with a 12-hour silent gap is common — get a concrete ETA and a cell contact for the crew lead.
Why it matters: Furniture, documents, and electronics need different handling by water category. Ask whether contents stay on site, go to a cleaning facility, how items are inventoried and photographed, and who pays storage. Missing inventory lists are a frequent claim fight after a big loss.
Why it matters: You want confirmed moisture targets met, filters/equipment removed cleanly, and written recommendations for rebuild or further inspection. Ask about a final walkthrough, how long readings stay on file, and who to call if odors or damp spots return. Walking away the day fans stop with no report leaves you exposed.