Frequently Asked Questions

Q: How does the dry-out process work?

Q:  Do I need an estimate before you start the dry-out?

A:  Often the amount of the dry out is unknown; however our pricing is based on standardized pricing for the industry.  Your insurance company also uses a comparable price list.  When an adjuster is assigned to your claim, we will explain to them what we have done up to that point.

Q:  Do I have mold?

A:  This is a very big concern and we at Kleenrite Carpet Care, Inc. have spent a lot of time and money on education and equipment to become qualified in water damage restoration.  In most cases if the drying process can be started fairly quickly, you generally do not need to be concerned with mold.

Q:  Is it o.k. to keep this equipment running or do I need to do something with it?

A:  The equipment we use is capable of running for months without being shut off.  They will not overheat and should be fine when left alone.  If you hear or smell anything which seems to not be normal, please unplug the equipment in question and call us immediately at (631) 451-1349.  Our technician will be checking all equipment and dry out progress on a regular basis.

Q:  How do you know if everything is dry?

A:  We use very high tech moisture meters designed to specifically check for proper moisture content.  We will not repair or cover up any areas, which may be still wet.  This is why you have made a good choice to call us, not just a construction company they do not use these specialized meters.  We are trained and certified in water damage assuring you, the homeowner or business owner, of the best quality service and giving you the peace of mind that it will be dried out properly.

Q: The equipment you have running is making the air feel muggy; can I open a window or door to let in fresh air?

A:  Our equipment is increasing the rate of evaporation causing the air to feel wet.  Part of our monitoring process includes checking both the conditions indoors and out.  If our technicians instruct you to open some windows that may mean that the conditions outside will help in the drying process; Otherwise, with the use of our high tech. dehumidifiers you will notice much dryer conditions in 24 to 48 hours.

Q:  What if we want to do the repairs?

A:  The most critical part of water damage is the drying process.  After the dry-out has been completed by our trained and certified technicians you may want to do the repairs yourself or hire a general contractor to do the repairs and that would be fine.  We will bill your insurance company for the emergency repairs separately. However, Kleenrite Carpet Care, Inc. has a team of very qualified repair specialists if you would prefer to have them complete the job for you.

Q:   Will my insurance company cancel me now that I have made a claim?

A:  Because each insurance company is so different and each policy so different, I would advise you to ask your agent or adjuster.

Q:  Will my insurance premium go up now?

A:  Each insurance company has different guidelines.  You will need to ask your agent or adjuster.

Q:  What is going to happen with my damaged furniture and/or contents?

A:  We will do our best to restore your contents to a pre-loss condition.  If we are not able to restore any items we will set them aside to be itemized and turned in to your insurance adjuster.  Your Adjuster will determine coverage according to your policy.  Don’t throw anything away!

Q:  What is restorative drying?

A:  A few years ago the standard procedure was to remove any wet materials, replacing with new.  Today, with much better equipment and training, our goal is to dry-out your structure, saving as much of the structure as possible.

Q:  How long will the dry out take?

A:  Typically the average water loss takes between 3 to 5 days.  If materials have been exposed to water over a long period of time it may take 4 to 7 days, and more time in uncommon situations.

Q:  If it can’t be dried, what will be replaced?

A:  Our job is to bring you back to a pre-loss condition.  After the dry out process has been completed, we will be able to determine what has permanent damage. At that time we will submit an estimate of repairs to your insurance adjuster for approval if we are the company doing the rebuilding.

Q:  What is the difference between you and a contractor?

A:  We have spent tens of thousands of dollars on specialized training and equipment, dealing specifically with water damage.  Our main objective is to minimize the impact on your day to day living.   If you hire a general contractor, often they do not understand the concept of saving verses replacing.  Just an example: 90% of the time we are able to save most drywall with just 3 days of drying, without putting any large holes in it.  If someone comes in and removes all of the drywall, you have turned a 3-day job into about a week and a half process and the adjuster may not approve.

Q:  Do I need to do anything?

A:  We have worked very hard at building a business where your responsibilities are very minimal.  There may be a few items we will need you to fill out or go over with us such as your insurance claim number, your policy number, your contact information, access to the job site & your deductible payment.  For the most part you should be able to just go about your daily activities without much worry or concern.

Q:  Why do I give Kleenrite Carpet Care, Inc. My deductible?

A:  It is your responsibility to pay your deductible.  Your insurance company will subtract your deductible from our bill and pay us the balance.  As an example, if you have a deductible of $500.00 and our bill is $1500.00
Insurance check    $ 1,000.00
Deductible         $ + 500.00
Total amount paid    $ 1,500.00

Q:  Can we enter the affected area?

A:  You should always avoid entering the affected area if possible.  If you must enter the affected area please be sure to wear shoes.  For safety reasons please keep children and pets out of the affected area until all of our work is completed.

Q:  Why do you have to monitor the job so often?

A:  For us to achieve the best results, we need to closely monitor the dry out process.  This may include moving, adding, or removing equipment and checking humidity and temperature readings.

Q:  What is microban, and why do you apply this product?

A:  Microban is an antimicrobial, which is designed to inhibit, destroy, or prevent the development of microorganisms.  Many times we will use this product as a precautionary step.  Your health is our main concern.

Q:  How much is my electric bill going to be with all of this equipment?

A:  We have made every effort to use equipment that maximizes the fastest drying time but consumes the least amount of power necessary to achieve the best drying time and results.

Q:  Why must we go through all this paperwork prior to extraction?

A:  We try to stay as organized as possible to insure the quality and customer service you deserve.  Paper work is a very important part of the foundation to help us to achieve the highest standard of customer satisfaction.

Q:  Should we make arrangements for you to get in our house?

A:  Yes, it is very important that we have access to monitor the job.  If you are not going to be available, then we need to work out a plan to gain access as needed by our drying specialists.

Q:  Must I stay in my home during the dry out process?

A:  Often you can stay in your home depending on the areas that are affected.  You may lose the use of your washer, dryer, bathroom, kitchen, etc.  If you need to stay outside of your house, you may want to ask your adjuster about additional living expense or A L E coverage.

Q:  Why does the adjuster wait so long to inspect my loss?

A:  Often the adjuster will wait until the dry out process is complete in order to be able to assess damages.  Other times because of our relationship with the adjuster, they may rely on our photos and scope of repairs without doing an inspection of their own.  Finally when major storm surges arise most adjusters have a very large number of claims (sometimes in the hundreds) that they have to get to and they do the best they can.  Sometimes the local adjusters have such full schedules that your insurance company has to fly in adjusters from across the country to help handle the work load.

Q:  Why does my house smell so bad?

A:  Often times the humidity in your house has doubled or tripled from what is normal and materials are wet that normally are not designed to get wet.  If it has been 3 to 4 days since the initial water loss and you start smelling a sour odor, bacteria may be forming.  After we have dried out everything the smell should be gone.

Q:  Will I need to contact a contractor or does Kleenrite Carpet Care, Inc. do that for me?

A:  We can contact a good contractor to take care of any repairs that need to be performed.  If you choose to have someone else do the repairs, you are responsible to hire the contractor yourself and pay them on the terms you both agree to.

Q:  Are any of the chemicals used harmful to my pets?

A:  You should always avoid contact with chemicals.  We advise you to keep any pets away from the affected area until all work is complete.  It is much safer for them this way.  Please keep in mind most pets are very curious, especially when their normal environment changes.

Q:  Is the final choice on the finish product my decision or the adjusters?

A:  The choice of repairs is always yours.  Your insurance company only owes like, kind, and the same quality.  If you choose to do something else, you may have to pay more out of your pocket.  Always check with the adjuster to find out if there are any limitations on replacement or repairs.

Q:  Do you guarantee your work?

A:  Yes, we guarantee that your structural materials are dry upon completion of our work.  This will be determined by specialized moisture reading meters.  Before we complete your job you will need to sign a form of work completion and satisfaction.

Q:  Why is it so dry in my house?

A:  It is our goal to get the air in your house as dry as possible in turn speeding up the drying process; however, it may feel dryer then you may be used to.  You may also need to water your plants more often.

Q:  Can I turn off the equipment at night?

A:  No, we really need to keep the equipment running.  By turning off the equipment it may increase the chance of mold growth and odors.  If you hear or smell anything which seems not to be normal, please unplug the equipment in question and call us immediately at (631) 451-1349.

Q:  Do I have to replace with the same materials, or can I upgrade?

A:  You may upgrade, however the contractor will need you to sign a change order’ which shows the difference in price and gives-them the authorization for repairs.  You agree to pay the difference in cost.