Frequently Asked Questions
This section will allow you to understand the restoration process. Certain procedures are followed to make sure the project is completed with minimal interruption for the homeowner or business.
- What are emergency services?
- What does pack out/pack in mean?
- Will I be given a price estimate?
- What's involved in the repair process?
- What are the cost allowances & material choices?
- Can I make changes?
- Will I be given a completion date?
- What are the payment arrangements?
- How is the deductible handled?
- Do you have customer references?
- Why is my insurance information needed?
- Am I required to use a contractor with the lowest price?
Q: What are emergency services?
A: Emergency services are those repairs authorized by your insurance carrier immediately following a loss to prevent further damage from occurring to your home and furnishings. FireDEX of Pittsburgh offers Emergency Services 24 hours a day 7 days a week 365 days a year.
Q: What does pack out/pack in mean?
A: This procedure occurs only when there is sever damage to the home or business. This requires the contents to be handled, packed, based on the items durability, material makeup and level of contamination with photo inventory tracking from start to finish. The contents are transported to our cleaning facility where they are cleaned and deodorized, utilizing the Fireline Cleaning System, then stored and returned to the property once the restoration process is complete.
Q: Will I be given a price estimate?
A: After the emergency services are completed (if necessary), a FireDEX of Pittsburgh Estimator will prepare a detailed line item estimate for the customer and the insurance carrier outlining necessary repairs. After we obtain approval from the customer and the insurance carrier, the repair process can begin. Occasionally hidden damage may be found, if so, the customer and insurance carrier are notified about the supplemental repairs. Once approved by the carrier, the repair process continues.
Q: What's involved in the repair process?
A: After approval is obtained by the carrier and customer, the Estimator will assign your project to a Project Coordinator (PC) who will organize the repair process from start to finish. The PC will assist with material choices and is responsible for all aspects of the job’s production. They will also be available to the customer at all times during the restoration process.
Q: What are the cost allowances & material choices?
A: The PC will provide the customer with a list of cost allowances allocated to replace damaged materials. The cost will be sufficient to purchase and install the materials that are equivalent to the style and quality of those items damaged. However, upgrades are permitted but the difference in the cost will be the responsibility of the customer. If the customer prefers to use a different distributor, this can be arranged with the PC ahead of time to allow sufficient delivery time of materials to avoid scheduling delays.
Q: Can I make changes?
A: Should the customer wish to upgrade material selections or have additional improvements made that are not part of the insurance claim, the PC can quote the additional costs involved by issuing a change order. We encourage these changes in the early stages of the repair process to minimize unnecessary delays to the project.
Q: Will I be given a completion date?
A: Due to the complexity of restoration repairs, we will give an approximate completion date. We strive to coordinate scheduling, order materials ahead of time and make every effort to control the repair process efficiently. We offer the same courtesy to new customers as we extend to current customers and scheduling changes do occur from time to time and request and appreciate the patience of our current customers.
Q: What are the payment arrangements?
A: The insurance carrier will provide the customer an insurance draft for payment of the repairs. Depending on the size of the project, this payment can be made with installments during the course of the process. The Estimator or PC will discuss these arrangements prior to the beginning of the repair process. The payments issued by the carrier may also include lending institutions. FireDEX of Pittsburgh will be happy to handle this part of the endorsement stage which can be a lengthy process.
Q: How is the deductible handled?
A: The customer is responsible for any insurance deductibles related to your policy. FireDEX of Pittsburgh accepts personal checks, Visa and Master Card for deductibles. (FEE applies for credit card charges over $1000.00)
Q: Do you have customer references?
A: FireDEX of Pittsburgh will be happy to provide a list of previous customer references if requested. Please contact our office at 888–347–3339 Monday – Friday, 8 am to 5 pm EST. See more testimonials
Q: Why is my insurance information needed?
A: If the loss is covered under the homeowner or business policy, the information is needed to expedite the claim process with the insurance company.
Q: Am I required to use a contractor with the lowest price?
A: No – The estimate should dictate the like, kind and quality material to be replaced or restored to “pre-loss” condition. You should employ a licensed firm with sufficient experience and stability to stand behind its work and warranty their workmanship. Due to variations in policy coverage and limits, this should be discussed with your insurance adjuster or agent prior to contracting with any contractor.
