FREQUENTLY ASKED QUESTIONS

We've collected a wealth of information on every topic from financing to referrals to insurance. Just choose a category below for answers to the questions you seek. 

TSR is Prepared to Tackle Any Emergency

General

How much does water mitigation cost?


Great question! Because every damage is unique and every property is different, our team is unable to give a reliable estimate for service over the phone or via chat. A water or sewage damage in your property is considered an emergency. This is because the longer water sits untreated, the scope of damage can increase. For example, a clean water loss can become contaminated when it maintains contact with building materials. Additionally, microbial growth can begin to take hold after about 48 hours of exposure. For these reasons, property insurers and mitigation experts alike agree: don't wait for an estimate! Tri State Restorations can begin mitigating a water loss at any time of day or night to help you prevent additional collateral damage.




Do you accept my property insurance?


Tri State Restorations works with all major insurance carriers. While we are contracted by you (the property owner) to do work at your property, we will collect any deductible payments on behalf of your insurance and send them a copy of our invoice as a courtesy. If your insurance is handling your loss as a covered claim, we will work directly with them and you to handle payment of outstanding invoices.




What jobs does TSR specialize in?


Tri State Restorations specializes in all kinds of property restoration work including: flood or water damage mitigation resulting from broken pipes or supply lines, sewage damage, mold remediation, biohazard cleanup, smoke & soot cleaning, and more. Contact us today for your free quote! 866-604-3061




What if I'm not filing an Insurance Claim?


We understand the restoration field is one of unforeseen emergencies that everyone is not necessarily ready for. Our customers who self-pay (pay out of pocket instead of filing an insurance claim) are entitled to a 10% discount on services.




What is a restoration company?


Restoration companies are the first responders to a flood, biohazard, fire, water damage, sewage backup or mold disaster occuring at a home or facility. The job of a restoration company is to clean up the mess and to preserve and protect the building and its contents so that further damage will not occur.




Can you help with Coronavirus (Covid-19) cleanup?


Yes! Our key focus is on the safety and well-being of our clients. We are aware of the exposure concerns towards the at-risk community with regards to a business entering your home or facility at this time. Because Tri State adheres to the strict Institute of Inspection Cleaning and Restoration Certification (IICRC) safety standards and diligently enforces a company-wide culture of safety, you can rest assured that we are prepared to keep you, your workers and your family out of harm. –Prior to entering your home or facility we will address any and all safety concerns and run through our on-site procedures so you know what to expect. –Only workers who are healthy and do not show any signs of sickness or fever are permitted to work. –Workers arrive for on-site in appropriate Personal Protective Equipment (PPE) including, but not limited to, booties, N-95 or full-face respirators and gloves. –Upon arrival, workers will lay down plastic protective sheeting, tack mats, and paper on all high traffic floors and apply plastic poly sheeting barriers of separation between the affected or damaged areas and non-damaged areas to avoid cross contamination. –Sanitation of tools and equipment under negative pressure will take place after each use at our facility to ensure we are bringing clean supplies, tools and equipment into your residence or building. The use of sanitized small tools and equipment is required to reduce cross contamination of infectious contaminates. –Multiple stage filters will be changed in all air filtration devices and dehumidifiers. Our ‘white glove’ service ensures that proper cleaning and disinfecting measures will be used on all damaged areas. –Our Hygiena ATP surface testers will be used periodically while workers are on-site to measure the amount of bacteria and contaminants present, ensuring all surfaces have been effectively cleaned.




How do I know my building is actually clean?


While there is no scientific testing or methodologies on the market, there is a device called the Hygiena ATP electronic hygiene meter which measures the amount of bacteria on surface materials. This state-of-the-art device gives you results in a matter of seconds and can be used on multiple locations, enabling you to have "Peace of Mind" that your home or facility is guaranteed clean. Our Hygiena ATP surface testers will be used periodically while workers are on-site to measure the amount of bacteria and contaminants present, ensuring all surfaces have been effectively cleaned.




How does TSR create 'Peace of Mind'


Training at Tri State is paramount to deliver the exceptional service and knowledge that we are known for to the community. Our first and foremost goal is to bring awareness and proven solutions to you in these uncertain times and we do this by preparing for any and all environmental disasters. We are prepared to tackle any emergency! Below is a list of certifications and training Tri State has received: –Over 35 years of combined family owned relevant experience in environmental remediation and disinfection –IICRC Certified Firm (Institute of Inspection Cleaning and Restoration Certification) –IICRC certified technicians in various fields of environmental work –ACAC (American Council for Accredited Certification) for various indoor air quality and remediation certifications –IAQA (Indoor Air Quality) Member Firm –Environmental Hygiene – Cleaning & Disinfection Training (2020) Companywide, all employees/ownership certified –Respiratory Protection Program –General Health and Safety Program –Hazard Communication Program –10 Hour OSHA Construction Safety and Health (All Employees & Ownership) –Personal Protective Equipment Program & Training –Lead Renovator (RRP) Certification –Covid-19 Communications and Safety Plan




Why not hire a regular cleaning service?


Because our white glove cleaning services guarantees a deep cleaning and removal of virus and biohazard materials. We use a Hygiena ATP surface tester to periodically check measurements of the bacteria and contaminants present, ensuring all surfaces have been effectively cleaned.




Is Covid-19 covered under my insurance policy?


Generally speaking, Covid-19 is not covered under policies for cleanup. However, check your policy to see if you have a rider or an inclusion for pandemics.




Do you clean up residential and commercial Covid-19 and other infectious disease and bloodborne pathogen mitigation?


Yes! We are a family-owned corporation with over 35 years combined experience in any size disaster cleanup and restoration. Call us today and speak to a trained professional about your particular situation, 866-828-1949.




What experience and training does TSR have to cleanup after infectious disease outbreaks and bloodborne pathogens?


Because Tri State adheres to the strict Institute of Inspection Cleaning and Restoration Certification (IICRC) safety standards and diligently enforces a company-wide culture of safety, you can rest assured that we are prepared to keep you, your workers and your family out of harm. Our technicians have had extensive training in environmental cleanup and our company holds several certificates: – Over 35 years of combined family owned relevant experience in environmental remediation and disinfection – IICRC Certified Firm (Institute of Inspection Cleaning and Restoration Certification) – IICRC certified technicians in various fields of environmental work – ACAC (American Council for Accredited Certification) for various indoor air quality and remediation certifications – IAQA (Indoor Air Quality) Member Firm – Environmental Hygiene – Cleaning & Disinfection Training (2020) Companywide, all employees/ownership certified – Respiratory Protection Program – General Health and Safety Program – Hazard Communication Program – 10 Hour OSHA Construction Safety and Health (All Employees & Ownership) – Personal Protective Equipment Program & Training – Lead Renovator (RRP) Certification – Covid-19 Communications and Safety Plan




Will my insurance company cover my claim?


Generally speaking, your homeowner's policy should cover most perils. However, we find that clients should read their policies every year and take inventory of what's covered and what isn't. Many clients are under insured and uninformed about certain riders that can be added for losses such as sewage backups, drains and sump pumps.




Do I have to pay my deductible?


In most cases you will pay your deductible up front and that amount will be deducted from the contractors final invoice. In certain cases, based on factors including our Homeowners Hardship Fund, you may be entitled to additional funds towards the final invoiced amount billed to you. Contact a representative at 866-604-3061 for more details and to see if you qualify.




What happens if i'm not covered by insurance?


Our trained team at TSR will help you navigate and understand your insurance coverages upfront. We send out a trained team of professionals to scope your loss and estimate damages onsite to determine if coverage exists within your current insurance plan. We are not a licensed insurance professional, but with over 35 years of experience, we can certainly give you the best educated opinion. Over the years we have worked with most insurance cariers and have helped people find creative ways to maximize their coverage. If it turns out you are not covered, we will work with you and your unique situation as well. Lastly, should you need assistance, we also offer financial solutions through EnerBankUSA. Learn more about our financing options here »




Do you offer financing?


Yes, we offer financing through EnerBank USA to assist you with your home restoration needs. There is an easy online application process that takes only minutes for most approvals and provides competitive rates and terms. View more information about our current finance opportunities »




Are you affiliated with my insurance company?


No, we do not receive direct referrals from insurance or third-party administrator programs. This is in an effort to better serve you and provide you with the best results available. We take great pride in representing our clients and their needs in-house because environmental disasters are our concerns, and you will want a company that will serve you and your family's best interest, that's the fabric of who we are at TSR. We advocate for our clients coverage, needs and health concerns to provide you with the most favorable outcome possible.




How do you invoice my job?


We use industry standard software based on the loss and client. Most residential losses are billed through universal software so you can rest assured your getting fair pricing that's based on industry rates. For unique situations, larger losses and commercial clients, we bill on a time and materials platform.




What is a 3rd party administrator (TPA)?


A TPA is a company hired by the insurance carrier to facilitate the claims process and provide money paid out services. Their job is to adjust claims and find ways to s ave the insurance company money, some carriers use this process in an ethical way, but many use it to brow beat homeowners and contractors. There is a great resource on Amazon, Delay Deny Defend, written by Jay M Fienman, which will help you understand the unfortunate 'ugly' side of the industry.




What is a preferred vendor?


A restoration contractor who performs work directly for the insurance company, represents the insurance company's sole interest and accepts lower pricing for services performed based on a promise of providing them with large quantities of work.




Do you work with my insurance company?


Yes, we work with most insurance carriers. We use the software and methodologies required to work with your carrier to effectively and efficiently close your claim in a satisfactory mannger that relates to the damages you hired us to facilitate. We have many years of proven experience working with various carriers and maximizing our clients coverage.




What is a public adjuster?


A public adjuster is a person or firm hired by the client to represent them in advocating for their insurance policy, facilate work and act as legal representation of the claim should it go into litigation. Typically clients hire a public adjuster for larger claims including house fires, whole house floods, etc. Typically, a public adjuster is paid a percentage for this service between 5-15% of the total claim.




What if my insurance company does not pay my claim?


Unfortunately, whether the issue is coverage or the lack of responsibility taken by the carrier, you will be responsible. We want our clients to carefully explore and utilize the options available to them which often includes working with their contractor to determine favorable payment terms, seek finance options or qualify for a program such as our Homeowner Hardship Fund. If you have a covered claim and there is a refusal by the carrier to acknowledge the claim or there are attempts to deny your claim, you have the option to direct complaints to the National Association of Insurance Carriers, here.




What is your response time?


Our technicians typically respond within 90-minutes to locations within the greater Washington DC metropolitan area. NOTE: arrival time to specific service areas may varry based on current weather or traffic conditions and is not guaranteed during county or state emergencies.





22530 Gateway Center Drive Suite 600 Clarksburg, MD 20871 |  866-826-2460

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