01/14/2025
Many of our customers are first timers. Here is a guide for our process when you experience a water loss, fire, mold, etc.!
1. The Initial Call- when you call our phone number (262-764-7231), you will be greeted by someone who works in our office!
2. Information Gathering- A representative will start by collecting basic information from the caller to understand the situation, including: name, address or location of the property needing service, phone number and email address for follow-up. Our representatives will also ask about the damage: is it fire, water, mold... and ask necessary follow-up questions to assess the severity.
3. Confirm the Appointment- A representative will set up a time for an inspection. We may need to put you on hold to confirm what time works best for the rest of the team.
4. On-Site Assessment/Inspection- When our SERVPRO crew arrives, we will conduct a thorough assessment of the damage. We may use specialized equipment (moisture meters, thermal cameras, etc.) to evaluate the extent of the issue. We will establish a general plan with the customer and may give a verbal estimate.
5. Paperwork- If applicable, we will provide the customer with a written estimate after the inspection. Once the customer agrees to the plan, our SERVPRO team will provide a service agreement that outlines the scope of work, timelines, and costs.
6. Restoration or Remediation- Our SERVPRO team will begin the necessary work, whether it’s water extraction, fire damage cleanup, mold remediation, or other services. Throughout the process, the customer will receive updates on the progress of the work, especially if the project is extensive.
7. Final Invoice/Insurance Claims: The final invoice will be presented to the customer. If SERVPRO is working with an insurance company, we often help facilitate the claim process to ensure the customer is reimbursed as needed. Payment may be sent to us or directly to the customer.
8. Customer Satisfaction- SERVPRO may request feedback from the customer to ensure satisfaction and identify areas for improvement!