Things people ask us
all the time.
If your question isn't here, just call. We answer in plain English — no jargon, no sales pitch.
Right now / emergencies
How fast can you actually get here?
Most of the metro — under an hour. Outer suburbs (Mooresville, Concord) — under 90 minutes. Average across all jobs: 68 minutes. Day, night, holiday, doesn't matter.
What should I do while I'm waiting?
1) Shut the water main if you safely can. 2) Photograph everything with your phone. 3) Move rugs, books, electronics off wet floors. 4) Don't touch any electrical that might be in water. We'll guide you through it on the phone.
Is it safe to use the rooms that aren't wet?
Usually yes. Cat 1 (clean water) is fine. Cat 2 (greywater) — stay out of the wet area but the rest of the house is fine. Cat 3 (sewage) — we'd rather you leave; we'll tell you on the phone if your case calls for that.
Do you charge for the first call?
No. Phone diagnosis is free, on-site assessment for emergencies is free. We only bill for work you've agreed to. Non-emergency assessments (mold testing, scheduled inspections) start at $385 for testing.
Pricing & insurance
How much does this cost?
Honestly, it varies. A small kitchen leak might be $1,500. A flooded basement with mold is $8,000–$15,000. Most insurance-covered claims cost you only your deductible. We'll quote before we start.
Will my insurance cover it?
Sudden & accidental water damage (burst pipe, appliance failure, storm) — usually yes. Long-term leaks, maintenance issues, or flood from rising groundwater — usually no (you'd need separate flood insurance for that). We can usually tell you on the phone.
Do you bill insurance directly?
For most carriers, yes. You pay your deductible and that's it. We bill the rest to the carrier.
Mold
Is the black stuff in my bathroom mold?
Probably. Could also be mildew (surface only) or just dirt buildup. If it spreads when wiped or smells musty, it's mold. Send us a photo and we'll give you a quick read.
Can I clean small mold myself?
If it's under 10 square feet on a hard non-porous surface (tile, glass, metal) — yes, soap and water. Anything larger or on porous materials (drywall, wood, fabric) — call us. Bleach doesn't actually kill mold roots in porous materials.
Is mold dangerous?
It can be. Allergy and asthma sufferers usually react first. Babies, elderly, and immunocompromised people are most at risk. If anyone in the house is feeling worse at home, it's worth checking.
The work itself
How long will this take?
Most water jobs: 3–5 days. Mold remediation: 5–10 days. Big losses (multiple rooms): up to 2 weeks. We'll give you a real estimate after we see it.
Do I need to leave the house?
Almost never. Equipment is loud but not dangerous. Mold jobs use sealed containment so you can use the rest of the house normally. Sewage (Cat 3) jobs are the exception — we'd suggest staying elsewhere those few days.
Will you rebuild what you tore out?
No. We dry and remediate. We don't do drywall, paint, tile, or flooring. We'll send you to three rebuild contractors we trust — no kickback, just people who do good work.
Do you guarantee the work?
Yes — written 5-year warranty on mold remediation, lifetime on structural drying. See the warranty page for the fine print.