Before a water damage crew starts, ask for a written scope, the moisture log format, the dry level it will use, how changes are approved and what records it will give your insurer. Ask which licences, permits and registrations the job calls for, and ask to see them. Ankeny Water Damage Restoration answers these questions on the phone at any hour.
Key takeaways
- A written scope lists each stage, the materials to be removed and kept, the equipment and the readings to be taken.
- Ask how moisture will be measured, what dry level will be used and how the readings will be recorded.
- Ask how changes found during the work will be explained and approved before they are done.
- Ask what records the company provides to your insurer, such as photographs, logs and an itemized list of removed items.
- Ask which licences, permits and registrations the job requires, and ask to see the paperwork for those that apply.
What should a written scope include?
A written scope should list each stage of the work in order, the materials to be removed and kept, the equipment placed, the readings to be taken and the price or price basis for each stage. It should state what depends on what is found on site. A scope that is vague in these places is hard to compare or to check later.
Ask for the scope before work starts and read it through. Each line should say what will be done and why. A line that says drying, with no equipment count, no readings and no dry level, does not tell you enough to check the work.
The scope should also say who does each part. Extraction, drying, opening walls, repairs to the source and rebuilding are separate jobs, and a good scope shows which are included and which are handled by a plumber, roofer or other trade.
- Each stage of the work, in the order it will be done
- The materials to be removed, and the materials to be kept
- The equipment to be placed and where it will go
- The readings to be taken and the points they will be taken at
- Which parts depend on findings made on site
What does a moisture log look like?
A moisture log records each reading with its date, its location, its material and its value, and it shows the dry level set for each material. Each visit adds a row. A log that is kept well shows the trend, and it is the document that shows when the structure is finished.
Ask to see the log format before the work begins. A blank page or a single final number is not a log. The log should show the baseline, each visit and the target, so the homeowner can see the progress.
Ask how the dry level is set. It should come from the material type and the baseline reading of unaffected material, not from a guess. Ask how readings are recorded and whether you can receive a copy at each visit. Ask whether the log will be kept in a form you can keep after the job, such as a copy each visit, so the record does not depend on the company being available later.
| Question | A good answer looks like | A warning sign |
|---|---|---|
| What dry level will you use? | A level set per material from the baseline and the material type | No level is given, or the answer is that it will be checked later |
| Where will readings be taken? | Floor, wall base, framing, subfloor and cavity, on a set grid | Readings only from the surface of one wall |
| How often will readings be taken? | On each visit, at the same points | Readings taken once, at the end, with no trend |
| Can I have a copy of the log? | Yes, at each visit or on request | The log is not shared until the job is closed |
| How do you decide when drying is finished? | Readings reach the dry level and hold over more than one visit | Drying is judged by the look or smell of the room |
How are changes to the work approved?
Ask how changes found during the work will be explained and approved before they are done. A change should come with the reason, the cost basis or the scope effect, and a written record of your decision. Changes made without that step are a common source of disagreement after a water job.
Work often reveals more than the first visit showed. A wall may need opening, a subfloor may need replacing or a cabinet may have to come out. Ask the company to call you before any unplanned step and to write down what it found and why.
Keep the written approval of each change with the scope. A file that shows the original plan, the changes and your decision is easy to follow if the insurer or a contractor asks later.
Ask whether the company will give a rough estimate of extra work before it starts. An estimate that is clearly marked as an estimate, with what it depends on, is more useful than a surprise at the end.
What records will I get for my insurer?
Ask for the photographs, the moisture log, a list of removed items and the written scope, and ask for them in a form the insurer can read. Ask whether the company will talk to the adjuster directly or will leave that to you. Both are common, and you should know which applies before the work begins.
Insurers commonly ask for photographs of the damage and the source, a list of damaged and removed items, the drying record and invoices. A company that provides those records in an organized way saves time for you and for the adjuster.
The claim is decided by your insurer under your policy. The company's records are the facts the insurer uses. Ask the company how it will answer an adjuster's question about the work, and keep your own copy of everything it provides.
Which licences, permits and registrations apply to the work?
Ask which licences, permits and registrations the job requires and who holds them. A repair can need a permit, and the people doing electrical, plumbing or structural work should be the ones the permit covers. Ask to see the paperwork for each one that applies rather than relying on a verbal answer.
This guide does not name an Iowa licence or board for water damage restoration, because none was verified for this page. Ask the company which requirements apply to its own work and to the repairs it recommends, and check any number you are given with the body that issues it.
Permit requirements for repairs such as electrical, plumbing or structural work are set by the local authority and the trade. Ask the company which permits the repairs will need, and who will obtain them. Do not start a repair that needs a permit until it has been obtained.
What should I ask about insurance and complaints?
Ask what liability and property coverage the company carries, and ask for a certificate if one is available. Ask how a disagreement will be handled. For a complaint about an insurer's handling of a claim, the Iowa Insurance Division takes complaints about policies issued in Iowa.
A company's own insurance protects the work and the property on the job. Ask the company to confirm in writing what it carries, and check the certificate with the issuing insurer if the work is large.
A complaint about the company's work is handled between the company and the homeowner first. A complaint about how an insurer handled a claim belongs with the insurer and, if it is not resolved, with the Iowa Insurance Division.
How do I compare two companies fairly?
Compare the scopes, not the total price. A lower total can hide fewer stages, fewer readings or no written log. Put both scopes side by side and check each stage, each material, each reading and each record. The answers to the questions in this guide will show the difference.
Ask each company the same questions and write down the answers. A company that answers clearly, in writing, and that explains what depends on the findings is easier to work with than one that gives a single figure and no detail.
Trust the written answers over the sales conversation. Ask for the scope, the log format and the records in writing before you decide, and keep the documents together in one file.
Keep the comparison in writing, with the same headings for each company, and note the answer to each question next to its source. If one company's answer is missing, ask again in writing rather than filling the gap yourself. A gap in a written answer is useful information on its own.
Frequently asked questions
Should I sign a contract on the first visit?
Read the scope first and ask for time to review it. A written scope that is clear and complete is a reasonable basis for a decision, and a contract that rushes you should be a warning sign.
Will the company tell me the price before work starts?
The price for each stage should be explained and confirmed before that stage starts. A company can give a basis for the price on the first visit, but the final figure depends on what is measured on site.
What if the company wants to start before the insurer has responded?
Emergency steps such as stopping the water, removing standing water and protecting the property are reasonable to start. Ask the company to document each step, and ask your insurer how it wants to be kept informed.
Can I ask for the moisture readings at the end of each visit?
Yes. Ask for a copy of the readings at each visit. The readings are the basis for the drying decision, and having them on hand makes it easier to check progress and to answer an adjuster.
Who should I contact if I am not satisfied with the work?
Start with the company, in writing. If the issue is about an insurer's handling of a claim, contact the insurer first and then the Iowa Insurance Division, which takes complaints about policies issued in Iowa.
What is the most important question to ask?
Ask how the drying will be measured and how you will know when it is finished. The answer shows whether the company works from numbers and records, and it is the question that most affects the quality of the job.
This guide is general information for Polk County homeowners, not a substitute for an on-site inspection. Prices are estimates. See our disclaimer.