FREQUENTLY ASKED QUESTIONS

General Questions

Q. – When are you available to help with an emergency?

In addition to providing emergency services during regular daytime business hours, Alliance Certified Restoration can be reached 24 hours a day, seven days a week, 365 days a year in case of emergency.

Q. – Should my insurance company see the damage at my property before alliance certified restoration provides emergency services?

Our expert estimators will come to your property to assess your damage at no charge. This gives you, the owner, the opportunity to receive personalized eyewitness opinion of the damage to your home or business.

Q. – Are you licensed and insured?

A. – Yes, Alliance Certified Restoration is backed by over 45 years of experience, staffed with experts who are certified with the Institute of Inspection, Cleaning & Restoration. Our technicians are bonded and are covered by our workers compensation insurance.

Q. – Is alliance certified restoration certified to do the work I need to have done?

A. – Yes, we are certified in storm and water damage restoration, fire and smoke restoration, mold remediation, lead paint abatement, asbestos removal, restoration/remodeling, and even vandalism repair for both residential and commercial structures.

Q. – What are the advantages of hiring alliance certified restoration rather than a general contractor?

A. – Alliance’s restoration techniques differ from general contracting reconstruction. We offer complete interior and exterior remodeling services. ACR ensures high standard of quality and swift job completion. And we always agree with the agent, adjuster and homeowner on the price and the scope of the estimate when dealing with a covered loss before initiating work, other than the emergency service work required to mitigate losses.

Q. – My property has been damaged. Who will repair my property?

A. – You, the insured, are in charge of your loss and are the only person who can choose and hire the repair contractor. ACR is fully licensed and bonded, and will pledge to restore your property back to its pre-damage condition.

Q. – I have damaged items and valuables in my home. What do I do?

A. – Alliance will inventory all personal property, pack up, restore and/or clean, store at a climate controlled location and return upon completion. The items that cannot be repaired may be replaced providing you have coverage.

Q. – What do I do with my valuables?

A. – Keep them in your possession. We want you to collect all of your jewelry, important documents, firearms and other valuables.

Q. – Who makes the fixture and construction material selections?

A. – Alliance Certified Restoration will meet with you and help you through the process. We have pre-approved suppliers that will be called to help with the required selections of construction materials, including: flooring, paint colors, lighting and plumbing fixtures, cabinets and countertops, appliances, window treatments and more.

Q. – What happens during the repair process?

A. – The assigned Project Manager and the Project Coordinator will schedule the repairs through ACR crews and pre-approved vendors to insure the highest quality repairs. If additional damage repairs are required, the Project Manager will submit the estimate (aka supplement) to your insurance adjuster for approval before work starts. Any extras requested by you that are not part of the damage repairs will be paid in full to Alliance Certified Restoration before work on those requests begin.

Q. – Do I get a Certificate of Satisfaction, a warranty and a lien release?

A. – Upon satisfactory completion of all services, Alliance will present you with a Certificate of Satisfaction. We will keep a signed copy for our records. Included within this document is a two year written workmanship warranty and lien release.

Q. – Is ACR a licensed contractor?

A. – Yes! Alliance Certified Restoration is fully licensed, bonded, and insured. We currently hold Minority Business Enterprise (MBE), Disadvantaged Business Enterprise (DBE) and Section 3 certifications.

Q. – How long has Alliance Certified Restoration been doing business?

A. – Alliance Certified Restoration is backed by more than 45 years of experience.

Claim Process FAQ’s

Q. – I am confused by all the different people who are involved with my claim. Can you explain who they are?

A. – The insurance agent, who sold you your policy, is the insurance company’s representative. The insurance adjuster (or claim adjuster), who is assigned to your claim, will work with us to approve and pay for the repairs based upon your insurance policy coverage limits. The mortgage company may be involved to assist with insuring your property is repaired back to pre-loss condition. Alliance Certified Restoration, your restoration contractor, has been hired by you and will work with all parties to repair your damaged property.

Q. – Do I need multiple estimates?

A. – No. Your insurance policy does not require multiple estimates. By hiring Alliance, one call does it all. We are fully prepared to handle your entire claim from beginning to completion. That includes: 24 Hour Emergency Services, handling your personal property, dry cleaning needs, mold remediation, bio-hazard cleanup, odor elimination and complete property reconstruction. That is why we can say: “One call does it all!”

Q. – How does the claim get paid?

A. – Alliance Certified Restoration provides a digital repair estimate to the insurance adjuster who will approve the repair estimate and issue the repair payment to you, less your deductible.

Q. –  When is the deductible paid?

A. – The deductible is your responsibility and is due before any services begin.

Q. – I received the insurance payment and the mortgage company’s name has been included. What do I do?

A. – We understand the process and, if you request, we will contact your mortgage company and provide them with the necessary claim documentation so they can process the insurance payment. They will process the payments so that the work can progress. We will assist in the mortgage company’s many property inspections. We’re happy to work with you on these sometimes confusing issues.

Q. – What is depreciation?

A. – In simple words, we can say that depreciation is the reduction in the value of an asset due to usage, passage of time, wear and tear, outdating or obsolescence, and other similar factors. Some insurance policies include depreciation on selected items. Recoverable depreciation is refunded when all of the repairs are completed. Non-recoverable depreciation is not refunded and will have to be paid by you directly to AzFW.

Q. – Why did I receive “20-day preliminary lien” notice?

A. – ACR, depending on the size of the loss, follows the state requirements of pre-liening property damage losses. A 20-day preliminary lien notice is not a reflection of your honesty but is a required document for contractors to protect their payment rights.

Fire and Smoke Damage

Q. – My property has just suffered a devastating fire. What do I do now?

A. – Alliance Certified Restoration is here to help. A fire is a catastrophic event that can turns peoples’ lives upside down. We understand what you are going through, and our highly trained staff is here for you every step of the way. We will come out to inspect the damages, and ease you into the recovery process. We can work with your insurance company to get repairs started immediately. We will help you understand the entire process, so you can feel less overwhelmed. We’re just a phone call away.

Q. – My property was damaged by fire and I am concerned about future smoke damage issues. What do I do?

A. – ACR uses a multi-step process to confirm your property has been completely decontaminated of all fire/smoke damage. This is why we are able to offer a written smoke odor warranty. It should be comforting to know we have never had a failure in our odor control process. Your property and its contents will be returned to their original state, like the fire never happened.

Q. – How is all of my fire damage going to be repaired?

A. – Fire damages require highly-specialized processes in order to be returned to pre-fire condition. ACR are experts in fire restoration, and we know what it takes to get your property back to the way it was. No property is too big or too small for us to restore and rebuild completely.

Q. – The Fire Department recommended that I get my property boarded up. Is that something that Alliance Certified Restoration can do?

A. – Yes. Alliance will come out to your property and board up the premises. This will provide security and help prevent further damage to your property.

Q. – Are all fire damages alike?

No. Each home and business contain different materials that burn and create their own cleaning and restoring challenges. There are four main categories of fire damage and smoke damage cleaning sources.

  1. Natural substance smoke residue – Natural items that burn can be paper, wood, and other items containing those substances. The color of these residues are usually black and gray. These smoke residues can be cleaned using a vacuum and dry sponge. Reader be careful, because smoke particles can be the size of .004 microns. These particles are small enough to go anywhere in the dwelling, even inside wall cavities. It may not bother you if the smoke particles are in the wall cavities, but each particle causes a smoke odor. Not removing these particles can lead to unsolved odor issues. There are solutions to the smoke particle residue removal such as ozone and other processes which professional fire damage restoration contractors and fire damage restoration cleaning companies have.
  2. Protein substance smoke residue – Chicken, beef, and other proteins when burned make a greasy mess all over. Cleaning these residues takes training and understanding of protein burn cleaning.
  3. Synthetic substance smoke residue – To put in simply, any type of plastic or derivative of plastic when burned becomes very smeary to the touch. Again cleaning these types of fire damage residues are complicated and needs specialized training to do correctly.
  4. Oil burner malfunction residue – Otherwise known as a “puff -back,” this residue is caused simply by a oil burner misfiring and then shooting burnt oil residue through the heating system, and then distributing the residue through the house.

 

Q. – How can we safely inspect our house after fire damage?

Legally only a licensed inspector (structural engineer, industrial hygienist, etc.) can determine the safety of any dwelling.

Q. – We had a severe fire loss in our home, with a lot of water used to put the fire out. What should we do now?

It’s always best to hire an professional, experienced, certified restoration company . But while you are waiting for help to arrive, here are some tips to get started:

  1. Remove as much smoke from the home as possible by using carpet or fire fans from your local supplier (Call Alliance Certified Restoration at (314)942-2234 for recommendations).
  2. Extract as much water as possible from everywhere possible.
  3. Remove wet carpet over wooden floors to prevent wood floors from buckling.
  4. Apply Vaseline on all metal objects to prevent corrosion.
  5. Don’t clean walls unless you have been given correct instructions on how to. Doing it incorrectly will create more damage.
  6. Get scraps of hardwood and put them under all objects on the floor. This will help prevent the onset of mold growth and permanent staining.
  7. Find commercial dehumidifiers and place at least one in every room in the house. This will help start removing moisture and prevent mold growth. You will need additional equipment, but at least this is a start.
  8. Don’t throw away anything. The insurance company has experts that can determine the most burnt items and pay you the value.

 

Q. – What are the best ways to secure my property after fire-related damage?

In most cases a professional board up company should be used who has years of experience. Although an eager handyman might encourage that they can do it, if done wrong, intruders can enter in your home. Other than stealing items, if the intruder gets hurt, you are legally responsible for their injuries. A correct board up should include using 3/8″ plywood with 2x4s bolted from inside the dwelling over windows. The front door, if needed, should have a secure lock with a key that only you and the restoration contractor have access to.

Call Alliance Certified Restoration at (314) 942-2234 to assist you in securing your property after a fire.

Q. – Can we clean the fire damage or smoke damage ourselves?

Yes and no. Although it may look easy to clean, many home owners and property managers have discovered the following issues which guide them to seek a professional (IICRC certified) fire damage restoration and fire damage restoration clean up companies including SI Restoration

  1. When residues mix – One issue is when you have a fire damage with more than one type of residue ( see above smoke residue list ) that burns. The understanding of how to clean these situations and the tools to use is not an easy task for the average property owner. You can attempt to clean , but buyer beware.
  2. It looks clean, but it still smells like smoke – Understanding why it still smells after you cleaned is to understand the size of a smoke particle. The size of a smoke particle is .004 micros in size ( you need a microscope to see it ). Each particle causes a smell or odor. So imagine these small microscopic particles inside your walls, cabinets, behind wood trim, wall base, underneath the carpet, etc. As you can tell, even if you are the best cleaner there are so many places you cannot get to or just miss altogether.

This is where a professional comes in with training and experience in fire damage restoration. Call us at the number at the top of the page, 24 hours a day, 7 days a week for our fire and smoke damage restoration services.

 

Q. – Do we have to throw out all of our food after a fire?

The fire’s heat will expand and contract your food cans, boxes, bags, etc., letting in smoke that will make your food items inedible. This smoke contains harmful toxins that will make you sick or even worse. Wait until your insurance adjuster reviews the products, and then throw them out.

If you can’t wait for your adjuster, make a video of the products carefully then dispose of them.

Q. – We have fire coverage in our property and homeowner’s insurance. How does Alliance Certified Restoration help with our insurance claim?

Alliance has experienced estimators and project managers who have over 45 combined years of experience with the insurance adjuster community. Alliance Certified Restoration will work directly with your adjuster using the same estimating software to work as team with your adjuster. Together we will get you restored and back in your home as if the fire never happened.

A. – Absolutely! Many times, the cause of water damage comes from a plumbing issue, and we realize you’ll want someone to assist you with those needs. AzFW works with licensed and reliable plumbers that we would be happy to refer to you.

Mold Issues

Q. – My property has been damaged by water intrusion and I am concerned about mold. What do I do?

A. – ACR has certified property drying technicians who will instruct you on the process and what to expect. Specialized drying equipment will be set up to dry your property in the fastest method possible to help prevent further mold growth.

Q. – I think my property has mold. What do I do?

A. – ACR has certified mold remediation technicians who can handle all of your mold needs. Many insurance policies include mold coverage. You will need to read your policy or ask your agent or adjuster about the limits of your policy.

Q. – Is mold dangerous?

A. – Yes! According to the Environmental Protection Agency (EPA), all molds have the potential to cause serious health effects. Molds can produce allergens that can trigger allergic reactions or even asthma attacks in people allergic to mold. Others are known to produce potent toxins and/or irritants. Stachybotrys (black mold), Aspergillus, and Penicillium are three of the most dangerous and commonly found indoor toxic molds. Mold can even grow inside your lungs!

Mycotoxins are cytotoxic, meaning they have the capacity to pass through the human cellular wall and disrupt certain cellular processes – potentially causing serious health damage to workers and customers.

Only licensed and experienced mold removal personnel like Alliance Certified Restoration should be handling sensitive problems like these.

Biohazard Issues

Q. – My property has experienced a biohazard problem. What can ACR handle?

A. – Alliance is experienced in cleaning and removing: blood, bloodborn pathogens, bodily fluids, animals, sewage, biochemicals, fuels and nearly all hazardous materials. We can handle crime scene cleanup as well. Contact us to discuss your specific needs.

Odor Elimination

Q. – There’s a very potent odor that I can’t seem to get rid of on my own. Can Alliance Certified Restoration help me?

A. – Yes! Alliance has a revolutionary new process that chemically eliminates 99.99% of ALL mal-odors and smells. This process takes just a few hours, rather than traditional methods that can take days.

Q. – Is there any odor that you can’t eliminate?

A. – No! Our process for odor removal can eliminate odors resulting from: pet urine, bodily and animal fluids, spoiled milk, meat or other food, smoke odors, and anything else.

Q. – How does your odor elimination process work?

A. – Alliance Certified Restoration uses an advanced chemical compound that is environmentally sound and does not corrode or damage any surfaces or items. It breaks down the source of the odor to completely eliminate the origin of the smell. This process is also used during mold removal/remediation to eliminate mold spores in the air, as well as a useful application in smoke and fire-related losses. This process was initially implemented by the U.S. Government to kill Anthrax and other deadly airborne agents.

Certifications & Memberships

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