Captain Clean is part of an elite group of restoration professionals, dedicated to providing quality restoration services wherever the need should arise. They are some of the very best restoration professionals in the United States and Canada. They utilize special equipment, advanced training, and many technicians have earned advanced certifications and designations.

The purpose of this customer communication sheet is to explain the process we are about to begin and allow you the opportunity to have any and all of your questions and concerns addressed upfront so there won’t be any unpleasant surprises or miscommunications.

Once we have identified and assessed any obvious safety hazards, we will ask you to read and sign a work authorization form.  This is an agreement between you and our member.  While some insurance carriers have entered into agreements with preferred venders to help them control their cost, this may not always represent your best interest! As the property owner, you have the right to decide who restores your home or business. You are not required to choose the cheapest, fastest, or lowest cost alternative.  You are required, in most cases, to take the necessary steps to limit the loss and stop the damage.  Improperly handled water damage can lead to odors, discolorations, and microbial concerns including mold, structural damage, and loss of property value. Our goal is to offer you professional restorative drying and mitigation services by providing ongoing training to our technicians and using appropriate technology and equipment.

Most people are unaware that even in areas that appear dry, water may have migrated into wall cavities or adjoining areas and affected structural materials and/or wicked up the walls.  This moisture, when left to dry on its own, can be devastating.  Incomplete or partial drying may allow the water to spread and cause additional damage. That is why, with your permission and authorization, we would like to begin the restoration process by removing the standing water to contain and limit the loss.

We will do our best to help you relocate and protect your valuable contents if necessary.  In many cases, we are able to dry them as we dry the surrounding structure.

The drying specialist will inspect the loss and take moisture measurements of the air and structural materials.  This is to determine just how far the water has spread and what has been affected.  They will also monitor the outside air and an unaffected part of your structure to determine what is normal for your specific dwelling.  With this information, the drying specialist will develop a drying plan that helps determine how to dry your loss in the shortest amount of time and with the least amount of inconvenience. 

Research facilities have worked with The Clean Trust (formerly The Institute of Inspection, Cleaning, and Restoration Certification) to establish scientific formulas and procedural standards to properly handle your loss. These formulas and procedures help us establish the proper amount of air movement and dehumidification equipment needed to dry your specific loss.   Our specialist may need to adjust these requirements as the job progresses based on environmental conditions, available power, and the amount and type of materials to be dried.

If you have questions, please feel free to ask them now!  Many people are absolutely amazed at the way our equipment draws the moisture from the walls, ceilings, contents, and, in most cases, even the carpet and pad.  Basically, the air movers direct air across the wet surfaces.  Generally, there will be an air mover strategically placed every 10-14 linear feet of wet wall.  This air movement speeds evaporation, retards microbial growth, and places the water in the air so the dehumidifiers can remove it.  The temperature of the air can also help with the drying.  It is very important that you not rapidly increase or decrease the temperature without discussing it with us first.  What seems like a good idea may actually cause additional problems later. By controlling the environment, in about the same time it takes to properly dry the structural materials, you will see that the carpet, pad, and subfloor have dried, too.  This is like getting the carpet and cushion dried for free.  Once dried to the predetermined benchmark, the carpet, pad, and other affected materials can be evaluated.  Rest assured, if we find any problems, we will be sure to let you and your insurance company know.

Unfortunately, during the drying process, the drying equipment will make some noise and it may get quite a bit warmer in the structure.  Any pre-existing odor will also be more noticeable with the increased temperature and humidity but this usually returns to normal once everything is dry.  It is very important to keep the drying equipment running.  Please do not move or adjust the settings without first consulting with us and please let us know if any equipment stops for any reason.

In some situations, we may need to place plastic vapor barriers over doorways, stairwells, or even divide a large room.  It is important that these stay in place. We are doing this to reduce the time it takes to get you back to normal and help control the cost of the repairs.  Please help us keep everyone out of these areas, especially young children and pets.

What about microbials such as mold, bacteria, and viruses? 

We prefer to inform rather than alarm.  Microbials are everywhere.  They are naturally occurring and cause organic matter to break down and return nutrients to the soil. Honestly, they are present on every job!  Generally, it is only when we find large areas of microbial growth, such as mold contamination, or sewage back flows, or when you tell us you are experiencing health- related problems that we consider it a major concern.  Many times, it may simply be the increased humidity, dust, dander, particles and vapors released during the drying process that are causing allergy-like symptoms.  We may recommend that you allow us to filter the air with high-filtration units to help control airborne particles, gases and spores, and to contain the area.  In severe cases, we may advise you to consider the services of an Indoor Environmental Professional (IEP) to assist you in evaluating your situation

If you or anyone present has any chemical sensitivities, respiratory concerns, asthma, or allergies (e.g. dust, dander, or microbials), please let us know before we begin. This is especially true if you are pregnant, have very young children, are elderly, have had recent surgery, if your immune system is compromised, or you are receiving chemotherapy or other ongoing medical treatment.  We recommend you contact your physician to see if it would be best for you to stay elsewhere until everything has been cleaned up and is dry.

Depending upon your situation, we may or may not recommend the application of a biocidal agent, such as disinfectants and sanitizers to help prevent and control microbial growth.  If so, we are happy to provide you with the manufacturer’s information sheet that details the products use and performance and a material safety data sheet (MSDS) which allows you to see any precautions that may be required should you decide to have us apply the product.  Finally, we will ask you read and sign an informed consent of use form, stating that we have provided you with information about the product, its use, and any precautions, and that you have chosen to accept or decline the application of the product.

We will need to make arrangements to come by the job premises and check the drying status, take moisture readings, make adjustments, move the equipment around and take other necessary actions.  If no one will be available during normal business hours at the job premise, we ask that you provide us with a key or other access.  After hour service may be available at additional cost but may not be covered by your insurance policy.

Once everything is dried back to its pre-determined or normal pre-loss moisture content, our drying specialist will walk through the job site and review the drying results.  You may actually be given the opportunity to take the moisture meter and check for yourself to confirm that we really have done what we said we would do.  You may find that many things you thought were ruined forever have been successfully restored.  While the initial cost may have seemed a little higher than you expected, it has cost much less than if traditional tear out and replacement methods had been used. Keep in mind even with an entire tear out, the remaining structure will still need to be dried.  In many cases, our members will offer to clean your carpets and other affected flooring and textiles, and if previously protected, offer to reapply soil and stain retardant treatments.

After we have dried your property you will most likely be ready to get back to normal.  There may be a need for some structural repair, some baseboards may need to be put back or repaired, maybe even a little paint here and there.