Answers to the most common questions about disaster restoration — so you know exactly what to expect.
Have a question not answered here? Call us anytime at 778-770-1311 — we're available 24/7/365. You can also send us a message.
Drying time after water damage is determined by a combination of factors including the water source, building materials, and weather conditions. As a general guide, most properties take 3–5 days or more to dry completely, with continuous monitoring and specialized equipment throughout.
Professional testing with specialized moisture detection equipment is the correct way to determine when your property is completely dry. Touch alone can give misleading readings — surfaces may feel dry while significant moisture remains within walls, subfloors, and other structural materials.
No. Our technicians set optimal temperature and humidity settings based on professional calculations. Changing those settings — or shutting off the HVAC system — may actually prolong the drying process significantly. Always consult your technician before adjusting anything.
High-velocity air movers accelerate the evaporation of moisture absorbed into materials like drywall, baseboards, and flooring before mould can develop. Professional dehumidifiers then remove that excess moisture from the air, creating the optimal conditions for fast, thorough drying.
ServiceMaster specialists place and monitor all drying equipment throughout your restoration. Equipment should never be turned off or moved by anyone other than the damage mitigation technician — doing so can significantly prolong the drying process and potentially lead to mould growth.
Approximately $1 per day per piece of equipment based on average electricity rates, though actual costs vary by provider. This minimal cost is far outweighed by the benefit of thorough, professional drying that prevents costly secondary damage like mould.
Hard surfaces affected by sewage can be cleaned and sanitized effectively. However, porous materials such as drywall, insulation, and certain flooring are typically unsalvageable and should be removed promptly during the emergency visit to prevent contamination spread and health risks.
Our technicians continuously evaluate hardwood floors using professional-grade moisture systems throughout the drying process. Complete drying can take 3+ weeks for hardwood. Your insurance adjuster makes the final determination on replacement. We do everything possible to salvage your flooring.
For smaller jobs, items can often remain on-site with protective covering. For larger jobs, moving belongings to our secure, climate-controlled storage facility may be necessary. We use an automated inventory system to track all your belongings throughout the process, so nothing is ever lost or misplaced.
This is ultimately your decision, based on safety concerns, odours, electrical issues, and the disruption of work. Your Project Manager will advise you honestly. If you do choose to temporarily relocate, we recommend forwarding mail, pausing deliveries, and notifying your utility providers.
Not necessarily — and not without consulting your technician first. Opening windows can actually slow the drying process depending on outdoor temperature and humidity levels. Your technician will advise when and if window ventilation is appropriate based on current conditions.
We strongly advise against attempting DIY cleanup without first consulting a ServiceMaster technician. Improper cleaning can permanently set stains, spread soot, and fail to neutralize corrosive acids that cause ongoing damage. Professional results require professional techniques and products.
Safety is our first priority during any inspection. Hazards addressed include structural debris, poor air quality from smoke and soot, electrical issues, and slip/trip risks. Burnt appliances are separated, and any questionable appliances are tagged for professional evaluation before use.
Duration varies significantly depending on the scope and extent of damage. A thorough assessment is completed before we provide any timeline estimates. Your Project Manager maintains regular communication with both you and your insurance provider throughout every phase of restoration.
Depending on the extent of damage, various trades may be required — including drywall, electrical, plumbing, roofing, and flooring. ServiceMaster offers full reconstruction services, so you don't need to coordinate multiple contractors on your own.
Mould is a fungus that can be found both indoors and outdoors. It's primarily caused by excess moisture from leaks, flooding, or high humidity in areas like kitchens, laundry rooms, and bathrooms. Maintaining plumbing and monitoring water-using appliances is key to prevention.
Black mould (Stachybotrys chartarum) is greenish-black in colour and grows in conditions where there has been excessive moisture over a long period. It releases microtoxins — harmful substances that can cause serious health problems including respiratory issues, rashes, chronic coughing, and organ toxicity.
Mildew is a surface fungus, typically flat and powdery, starting white and yellowing over time. It's generally less hazardous and easier to treat. Mould is typically fuzzy, multi-coloured, penetrates deeper into materials, causes structural damage, and poses greater health risks. When in doubt, call a professional.
Warning signs include dark spots on ceilings, floors, or walls; musty or earthy odours; respiratory symptoms such as coughing, sneezing, or wheezing; and visible condensation on windows or walls. If it smells like mould, it almost certainly is — act quickly to prevent further spread.
Small surface patches can sometimes be addressed with proper DIY methods. However, large affected areas, recurring mould, and any suspected black mould require professional intervention. Health Canada recommends professional remediation for affected areas exceeding three square metres.
Our highly trained technicians have the expertise, specialized products, and equipment necessary to safely remove biological waste and thoroughly disinfect all affected areas. Standard cleaning methods and household products are simply not adequate for biohazard situations.
Biohazard cleanup is required for crime scenes, unattended deaths, accidents involving blood or bodily fluids, sewage backups, rodent infestations, and hoarding situations. Signs include strong odours, visible biological fluids, and the presence of hazardous materials.
Yes. We use only Health Canada approved products for our disinfection services. These products effectively eliminate harmful pathogens while being safe for humans and pets when applied according to strict protocols. Technicians isolate affected areas during treatment as an additional precaution.
Many homeowner insurance policies cover biohazard cleanup costs. Our team will assist you with the claims filing process to make it as smooth as possible. We work directly with your insurance adjuster to document and process claims efficiently.
We're available 24/7/365. A representative typically arrives within 2 to 4 hours of receiving your call, or sooner depending on location and circumstances. Call us at 778-770-1311 or 1-800-RESPOND any time.
Yes. All ServiceMaster Restore teams nationwide are licensed, bonded, and insured. Our technicians are professionally trained, thoroughly vetted, and committed to treating your home and belongings with the utmost care and respect.
Pre-loss condition refers to the state of your home before the damage occurred. Our goal is to restore your property to that original condition using materials of like-kind and quality. Any additional upgrades or improvements beyond that are considered non-insured work and require separate authorization.
As the property owner, you authorize payment. ServiceMaster typically collects your insurance deductible from you and bills your insurance company for the covered balance — streamlining the process significantly. If your loss is not insured, full payment is expected upon completion.
Not necessarily. You can provide us with a key or authorize a private-code lock box for site access, allowing our technicians to work efficiently without interrupting your daily routine. Your Project Manager will keep you fully informed of all progress and decisions.
We recommend keeping with you: medications, cash, pets, valuable jewellery, collections, personal documents, cheques, valuable artworks, and any flammable items or weapons/ammunition. Your Project Manager will advise on any other items specific to your situation.
Drying time for commercial properties depends on the location, duration of water exposure, building materials used, weather conditions, and speed of emergency response. Typically 3–5 days minimum, with continuous monitoring throughout. We work as quickly as possible to minimize business disruption.
ServiceMaster specialists place and monitor all equipment throughout your facility. Equipment should never be turned off or moved by anyone other than our damage mitigation technician — doing so can significantly prolong the drying process and risk mould development.
Hard surfaces affected by sewage can be cleaned and thoroughly sanitized. Porous materials like drywall and insulation should be removed during the emergency visit to prevent contamination spread. Our technicians handle all aspects safely using Health Canada approved protocols.
Non-porous flooring such as tile, vinyl, or laminate can trap water beneath it and prevent the underlying materials from drying properly. If removal is necessary, we document everything thoroughly and work with your insurance adjuster to ensure proper replacement.
We strongly advise against any DIY cleanup without first consulting our technicians. Improper methods can permanently set soot and stains, spread contamination, and fail to neutralize corrosive acids. Professional restoration requires professional techniques and specialized equipment.
This depends on the extent of damage and the nature of your business. Consider safety, air quality, electrical safety, and the impact of work activities. If you do need to temporarily relocate operations, inform customers and associates, redirect deliveries, and notify utility providers.
Create a detailed list of all non-restorable items using forms from your insurance company. Keep copies for both your insurer and your own records. Our team will document everything thoroughly to support your insurance claim.
Yes, with advance notice. You can schedule access with one of our technicians. Service charges may apply. Items you need to continue business at a temporary location, sensitive documents, electronic data, and chequebooks should be excluded from storage and kept with you.
Call 1-800-RESPOND immediately. ServiceMaster answers 24 hours a day, 7 days a week, 365 days a year. We contact clients within one hour to schedule appointments and dispatch our nearest available crews.
The Priority Response Program pre-qualifies ServiceMaster as your preferred restoration vendor before any disaster occurs. This means that when an emergency happens, we can take immediate mitigation action — providing one of the fastest on-site response times in the industry. Your company is first in line.
SRM is ServiceMaster's commercial large-loss division and the nation's leading provider of immediate disaster relief. Backed by a $3 billion company with a network of more than 400 locations, SRM provides comprehensive disaster solutions including pre-loss planning, scalable network response, weather notifications, and centralized multi-facility management.
Yes. All ServiceMaster Restore teams nationwide — for both residential and commercial projects — are licensed, bonded, and fully insured. Our technicians are professionally trained and courteous, treating your business and assets with the highest level of care.
When pre-loss conditions no longer meet current legal building codes, upgrades may be required as part of restoration. Insurance may recognize and cover these upgrades. Contact your adjuster with any questions — your Project Manager can also help facilitate these conversations.
Crime scenes, unattended deaths, blood spills, sewage backups, chemical spills, and rodent infestations all require professional handling to prevent contamination spread and protect employees, visitors, and the public.
Yes. All technicians undergo rigorous training and certification from industry experts on hazardous material handling, disposal procedures, and specialized cleaning and disinfection techniques. They are qualified at both federal and provincial levels.
Re-occupancy timelines depend on contamination severity and affected area size. Our technicians work as quickly as possible using specialized products that allow for rapid safe re-occupancy. We'll provide a clear timeframe once we assess the situation.
Many commercial insurance policies cover biohazard cleanup services. ServiceMaster assists with the claims filing process to make it as smooth as possible. We document everything thoroughly to support your claim.
Still have questions? Don't hesitate to reach out. Our knowledgeable team is available 24/7 to answer any questions about the restoration process, insurance coordination, or anything else on your mind. Call 778-770-1311 or send us a message.
Call us anytime — we're available 24/7/365 for emergencies and general inquiries alike.