Ethics in Restoration - How to Spot and Avoid Bad Companies
“No offense, but it seems like anyone involved in the mold and water damage industry is kind of a crook.”
I was recently introducing myself and explaining what I did for work when I was hit with this curt response. I’ll admit, the statement did feel at least a little bit offensive; especially after over a decade of working on establishing an ethical business that takes pride in professionalism and going above and beyond in customer service. As quickly as I was put on the defensive however, I had to admit to myself and this new acquaintance that they were partly correct.
Treated vs non treated attic sheeting.
Restoration companies often take advantage of emergency situations and high-strung emotions to overcharge, exaggerate necessary repairs, and run up high equipment fees. Insurance adjusters are often slow to approve or deny claims and often work is already well underway by the time the client is even aware of how much the job will ultimately cost. It’s an industry that needs reform, and we hope that our company can be a pioneer in bringing transparency to indoor environmental projects.
Our clients are property owners, tenants, and restoration companies alike. Our mission is to help educate property owners and tenants on expectations and proper scope of work, while providing consultation to restoration businesses to ensure that their jobs are completed ethically, correctly, and profitably.
What Components Should a Professional Restoration Job Entail?
Choosing a restoration company can be difficult. In an already stressful situation of dealing with damage to your home or business, sorting through a long list of restoration companies is often a frustrating experience that makes the entire experience worse. The restoration industry is marred by a lot of bad actors who over-charge and underperform, and it can be an arduous task sorting the good from the bad. Ensuring that you choose the right company for the job is critical, and as an independent inspector for the last 10 years, I’ve seen what it takes to truly standout as restoration company and the components that every successful restoration company should entail.
Mold around ventilation ducting in attic.
Follow these guidelines to ensure that your property disaster is handled in the best way possible.
A plan and process that is communicated clearly to the client. Nothing is more frustrating than getting halfway through a job and having to argue about what is happening next, what was supposed to be included in the quote, or who is supposed to doing the work. A good restoration company will provide an overview of what the job will look like start to finish, and will clearly outline if subcontractors are involved and who is responsible for scheduling the needed work. “Figure it out as we go” contracting is asking for a disaster; financially and physically. A company is as good as their worst contractor so make sure that the entire organization is on the same page and can be trusted to uphold their agreement, including expected completion dates. You can read more about what to expect with job completion and warranties here: www.moldinspectionnow.com/warranties
A clear understanding of cost and who is paying. Restoration jobs often involve complex pricing structures and the involvement of insurance policies, adjusters, and exploratory work that may lead to additional charges. A client should understand how pricing is calculated, what (if any) portion that insurance is responsible for paying, and a final walk through of the total bill upon completion. Whether insurance is involved or not, it is your money and your property that is being paid for and you should understand 100% of what your checkbook is covering.
Involvement of an independent, third party assessor. Some jobs can be complex, and it can be unclear what all is necessary to complete the job adequately. This can be especially true when dealing with mold and other contaminates that can often only be detected through laboratory analysis. Having an IEP (indoor environmental professional) establish a protocol can ensure that the estimates you are comparing are all regarding the same scope of work. An IEP can also perform a final clearance evaluation to ensure that the job has been completed and that indoor living conditions have been returned to appropriate ranges for mold, bacteria, and other environmental hazards.
Professionalism. Whichever company you select will be working long hours in your home or business and you want a company that will consistently present themselves in a professional manner. This includes showing up on time, clearly communicating, following recommended safety guidelines, and exhibiting professional knowledge about the work that they are performing. Some companies specialize in specific trades and will be a better fit on some jobs verses others. For example, some larger companies have the manpower to undertake large scale remodel projects, but may be more expensive for smaller jobs that may be a better fit for a smaller specialized company or individual.
When dealing with hazardous materials like mold or asbestos, it is especially important that the restoration company has professional containments and equipment to prevent cross contamination that may turn into a health risk. Professionalism is worth paying for when it comes to your home and health! You can read more about the importance of containments and site management here: www.moldwiki.com/containments
Conclusion
Managing expectations is the key to any good relationship. Taking the time to properly evaluate a restoration company will save you money and headaches in the long run. Find a company who you can build a relationship with and trust, and they will work above and beyond to ensure that you are happy and satisfied with the work performed. Don’t be afraid to ask for referrals and references, and remember that most companies will go out of their way to provide the best customer service for clients who are easy to work with, pay on time, and provide a good work environment for their crew. When in doubt, don’t be afraid to ask your local IEP (like Enviro!) for recommendations and clarification.
