Five Star’s goal is to quickly and responsibly repair and restore your home with the least amount of inconvenience for you. You are likely to have many questions about what to expect in the coming days. Reviewing the information below should address many of your concerns, please feel free to contact us any time you have additional questions. We are committed to your family’s well being.

Communication

Our staff will keep you informed of progress and work schedule on an ongoing basis. Please let your technician know the best way to contact you while work is in progress.

Cost Estimate

Due to the nature of emergency mitigation work, an estimate is sometimes not provided until the drying process is complete or near completion. We will prepare a detailed outline of the work completed, and our technician will be available to review the estimate or invoice with you. To help facilitate your claim, a copy of the invoice will be sent directly to your insurance company and adjuster for their file.

Preparation

Before work starts we suggest that you remove all valuables and sentimental items from work areas.  Our crews will remove or protect all contents remaining in work areas.  We ask that you communicate your concerns about any items to our staff at the time work starts.

Scheduling

A member of our team is responsible for tracking the timely completion of your project.  Drying procedures are documented to ensure proper monitoring and thorough dryness.  Once the drying work is complete, some reconstruction work may be necessary.  Normally this work will start within 10 days after your estimate is approved.  There may be days in which no work will be done at your home due to material or trades scheduling.  However, we will make every effort to minimize delays and inconvenience.

Drying Process

Proper techniques used in water damage restoration are a balance between water extraction, dehumidification, air movement and temperature control. We will be using state of the art equipment throughout the process.  It is important that all equipment be left operating until our technicians have determined that it is no longer necessary.  It is also essential that we monitor the progress on a daily basis and we apologize for any inconvenience this may cause.

Payments

In most cases your insurance company will pay us directly for our work.  If your name is included on the insurance check, you will be asked to endorse this check over to Five Star when the work is complete and you are satisfied.  In some cases your mortgage company may also be included on the insurance check.  If so, your assistance will be required in the process of getting an endorsement from your mortgage company.  You may be responsible for paying the deductible, which will be due to us at the time the work is started.

Project Conclusion

At the completion of your project we will ask that you sign a completion certificate.  This authorizes your insurance company to release any remaining funds to us and activates your Five Star Restoration Warranty.  Our staff will be available to review your completed project with you.

Follow-up

Because complete satisfaction is important to us, you may be contacted at the completion of your project and asked to rate our performance on a scale of 0 to 10.  If at any time during the period we are working in your home you feel that you could not rate our service a 10, we ask that you contact our office immediately so that we can make every effort to correct the situation to meet your highest expectations.