Hiring a restoration company happens fast and under stress. Water is on the floor, you are making calls and every company says it can help. A short list of questions separates a company that dries your house properly from one that sells you equipment time.
This guide is a buyer checklist. It applies to any company you call, including us.
Start with how they answer the phone
A real emergency line is answered by a person, not a voicemail, at any hour. The dispatcher should ask about the source of the water, how long it has run and whether anyone has shut it off. They should tell you what to do while you wait, and they should not promise a specific arrival time they cannot control.
Ten questions to ask before you sign
- Who explains the scope and the price before work starts?
- Do your crews work to the ANSI/IICRC S500 standard for water damage?
- What equipment will you use, and how will you measure that the structure is dry?
- Will I get moisture readings and a drying log?
- Who will be at the property, and are they employees or subcontractors?
- Can you show proof of liability insurance and workers compensation?
- What is your plan for contents, and what happens to items that cannot be saved?
- What permits does the repair need, and who pulls them?
- Will you work with my insurer, and what do you need from them?
- What is the payment schedule, and what happens if the scope changes?
The state claims guide hosted by the Illinois Department of Insurance advises homeowners to verify licensing or registration where it applies, check proof of workers compensation and liability insurance, and not to pay the full amount before the work is complete.
Compare scope, not only price
Two estimates for water damage can differ by thousands of dollars because they cover different work. One may include drying equipment for five days and the other for two. One may remove baseboards and the other may not. Ask each company to list line items, so you are comparing the same job.
| What to compare | Why it matters |
|---|---|
| Equipment count and days | Under-drying leads to mold and a second job. |
| Material removal | Cutting out wet drywall and insulation changes the rebuild bill. |
| Moisture documentation | Insurers ask for it, and it proves the structure is dry. |
| Rebuild included or separate | Some quotes cover drying only. |
| Contents handling | Pack-out and cleaning can be separate costs. |
Red flags
- A price quoted over the phone with no description of the water.
- Pressure to sign an assignment of benefits before the scope is explained.
- No moisture readings, only a statement that things look dry.
- A request for the full payment up front.
- Promises about how your insurer will treat the claim that cannot be shown in writing.
For a sense of how a drying job is measured, see structural drying, and the water extraction page describes the first stage.
Waukegan hiring notes from primary sources
The Illinois Department of Insurance claims guide recommends getting written estimates from more than one contractor and asking to see building permits. In Waukegan, the City of Waukegan building department can tell you which permits your repair needs.
The Illinois Department of Public Health says its mold remediation registration is not in effect until rules are adopted, so for mold work ask whether your state licenses or registers mold work and check the IDPH page.
In Wadsworth and Lake Villa, the village hall is the place to ask about permits for repairs.
What a good first visit looks like
The first visit tells you more than any website. A crew that knows its work walks the affected rooms, checks moisture with a meter and asks how the water arrived. They should explain what they see before talking about equipment.
Expect a written scope before work starts. It should name the rooms, the materials that will be removed and the equipment that will be placed. Ask what the moisture readings are now and what readings mean the job is done. A vague answer is a reason to slow down.
Ask who will be on site each day, and how changes to the scope get approved. If the plan changes because a wall is wetter than expected, you should hear about it before the extra work happens. For a description of how a job should unfold, read about structural drying and water extraction.
Also check how the company handles the unexpected. Water damage rarely goes exactly to plan, and a wall may be wetter than it looked. Ask how they communicate changes, and whether you will hear about them before extra work happens. Good communication is hard to fake in a short phone call, so pay attention to how directly questions get answered.
Finally, keep notes. Write down who you spoke with, what they said and when. If two companies give different answers on the same question, ask each to put theirs in writing.
Frequently asked questions
Should I choose the cheapest restoration quote?
Not by price alone. Compare the scope line by line, since a lower price may leave out equipment days or material removal.
Does a restoration company need to be registered in Illinois?
Registration for mold remediation is passed but not yet in effect, according to IDPH. Ask any company what licenses, registrations and insurance apply to its work.
How do I know the house is really dry?
Ask for moisture readings compared with a dry standard, and for a drying log with dates.
Should I let the company work directly with my insurer?
Some homeowners do. Read anything you sign, and keep your own copies of documents.
Is a company that responds at night more reliable?
Not automatically. Judge it by how it answers your questions about scope, equipment and documentation.
Ask the dispatcher the questions in this guide. Plain answers are the point of the call.