Frequently Asked Questions

How much will it cost..?
It’s difficult to predict the final cost of cleanup and restoration until we have totally assessed the damage. 411 Restoration will provide an estimate detailing all of the costs before beginning work if possible.

How long will it take..?
It’s impossible for any Restoration company to predict how long it will take to clean up or restore your property until we have assessed the damage. 411 can give you idea on how long the process will take before beginning work.

How does the process work..?
When you call us, 411 will assess the damage and provide a free estimate. If you approve, and sign our work authorization we will begin work right away. 411 will keep you informed throughout the process and are available to answer questions at any time. When necessary, 411 can work directly with your insurance company. Once the job is completed, 411 Restoration will review the work to ensure you are satisfied.

Will I need to vacate my property..?
Whether you choose to stay at your home depends largely on your own personal preference. Be aware that there may be strong odors, loud noises from equipment or construction, or disruptions to utility services. If the damage is severe, you and your family may be required to leave. 411 will explain in advance if you are unable to remain in your property.

Will you work with my insurance..?
411 Restoration work with all insurance companies and can bill your insurance company directly. Depending on your insurance company, we may bill you directly for your deductible. We will explain the entire insurance process before beginning work. If you do not file a claim or the damage isn’t covered, we will expect you to pay the balance as outlined in the terms of the work authorization contract.

Water Damage

What is water damage..?
Water damage includes a wide variety of damage caused by water. Water damage is commonly caused by leaky or broken pipes, sewage backups or plumbing and floods. Water damage is classified into three categories. Category 1 (clean water and involves damage caused by water supply lines) Category 2  (grey water and is caused by wastewater) Category 3 (black water and contains unsanitary contaminated water)

Can 411 dry my carpet or flooring?
In most cases, 411 can clean and dry carpeting and flooring. Some non-porous flooring may trap water and complicate the drying process.  Some flooring may be contaminated depending on the source of water. 411 will explain the drying and restoration process before beginning work and outline items that may need to be replaced.

Can 411 dry wet furniture?
While we can dry furniture, the construction of the furniture and the extent of the water damage may affect our ability to restore the item. Once it is dried, 411 Restoration access whether the item is salvageable. If the furniture is non-salvageable, 411 will document the damage for the insurance claim and dispose of the item if necessary.

Can 411 Restoration dry my belongings?
411 will make all efforts to dry and restore all of your belongings. Paintings, photographs, antiques, and or heirlooms may require special restoration techniques. 411 will work with your insurance company to identify these items and find a qualified restoration specialist.

Should I open a window or turn on the heater or air conditioner to speed up drying process?
Opening a window or turning on the heat or air conditioner will not necessarily speed the drying process along. 411 techs may open windows or make adjustments to your heating and cooling system to aid the drying process. Please do not open windows or change heating and cooling settings without talking to 411 tech first.

If it smells during the drying process.. is this normal?
Smells are common during the drying process and typically not a sign for concern. Odors will usually dissipate on their own during the final stages of the drying process. Let 411 know if the smell persist or become overwhelming.

Specifically what equipment will be used?
411 Restoration use professional grade air movers, dehumidifiers and heating systems to dry affected areas and materials.  Air movers will help accelerate the release of water that absorbed into drywall, carpeting, wood, etc. 411 will set up dehumidifiers to pull moisture from the air, creating the right conditions for proper drying. The type and extent of damage will determine how much of what equipment we use.

Is monitoring the equipment required?
411 will place and monitor equipment to ensure optimal drying. Please do not move or turn off our equipment, as it may slow down drying and increase the potential for damage. Please let us know if equipment fails or there is a disruption in utility services.

Is the equipment safe for children and pets?
While 411 equipment is safe, we do advise that you supervise children and pets at all times. Equipment can be noisy, which may be disruptive or frightening to children and pets.

What will 411 Restoration equipment cost me to operate?
411 drying equipment operates on electricity. We estimate that each piece of equipment will cost approximately $1 per day to operate. Actual costs will vary based upon your utility rates.

Fire Damage

What is fire damage?
Fire damage typically includes major structural damage caused by a fire. Firefighters can cause secondary water damage as they put out the fire. Fire damage may also include smoke damage and soot damage.

Is our property is safe?
411 recommend that you do not enter your property until cleared to do so by a fire marshal, fire investigation team, or other professional.

Can we use the  furnace or air conditioner?
Since soot particles are fine, it’s recommended that you not use your furnace or air conditioner until we have properly cleaned the area. We will advise you when it is safe to turn on your HVAC systems.

Can 411 Restoration restore my paintings, photographs, antiques, etc?
These items may require special restoration techniques. Our office will work with your insurance company to find a qualified specialist.

Smoke and Soot Damage

What is smoke damage and soot damage..?
Smoke and soot damage is typically caused by small or large kitchen fires and incidents with unexpected or uncontrollable fires in fireplaces. While these small fires may not leave significant structural damage, they do pose a risk to the contents of your home or office because of the acidic soot produced during the fire.

What the heck is soot?
Soot is a dark, powdery ash produced during fires. These particles are very fine, allowing them to cling to most surfaces, including walls, ceilings, and your possessions. Soot is acidic and can stain porous materials like furniture, flooring, ceilings, walls, and damage paintings, photographs, antiques, and even electronics etc.

Can I clean smoke and soot..?
While you can clean up soot on your own, highly acidic soot can do lasting damage if not properly cleaned up. Soot particles are very fine and they can or will spread throughout your property. Without proper cleaning procedures, it’s likely that dangerous soot will remain.

Can we use our furnace or air conditioner?
Since soot particles are fine, it’s highly recommended that you do not turn your furnace or air conditioner on until we have properly cleaned the area. We will advise you when it’s safe to turn on your HVAC systems.

Can you restore our paintings, photographs, antiques, etc?
These items may require special restoration techniques. 411 will work with your insurance company to find a qualified specialist.

Mold Removal

What is mold?
There are over 100,000 types of mold..Mold is a variety of airborne fungus that grows in the presence of moisture. Many building materials and/or household items are conducive to mold growth, including drywall, fiberboard, paper, cardboard, paneling, wood, ceiling tiles, carpeting, insulation, fabric, upholstery, dust, lint, and even paint ,to name a few. Once wet, they can quickly become a breeding ground for mold.

How do I know if I have mold..?
Mold isn’t always visible, so just because its not visible doesn’t mean you don’t have a mold problem. Common indicators of mold include discoloration, peeling paint or wallpaper, crumbling walls on building materials, or a persistent musty or damp odor. Mold requires a source of moisture to grow, look for areas that are consistently damp or prone to excessive humidity.

Can we clean up mold on our own?
Sure you can clean small areas of mold on your own, mold may still be lurking behind wallpaper, drywall or paneling, underneath flooring or in carpet padding, or in the walls and ceiling. Unless the originating source of moisture is resolved, the mold will return. Hard surfaces like metal, glass, and plastic can be cleaned using a mixture of cold water and bleach, while porous materials should be thrown away. You should not attempt to clean up mold on your own if you have persistent or widespread mold issues, areas that are consistently damp or prone to excessive moisture or humidity, or significant water damage.

Is mold dangerous?
Although mold may cause a number of adverse health effects, sensationalized journalism and unscrupulous marketers have blown many of them out of proportion. Common symptoms of mold exposure include dry or itchy eyes, nasal or chest congestion, sneezing, skin irritation, headaches, and fatigue. According to the Centers for Disease Control and Prevention, individuals prone to allergies, upper respiratory or asthma may experience more severe symptoms. In rare cases, serious lung infections may occur in people with chronic lung illnesses or immune deficiencies. The effects of mold can vary widely from person to person, the CDC recommends that mold is cleaned up as quickly as possible to limit the exposure.

What type of mold do we have?
There is a great deal of dis-information about so-called (toxic) “black mold”, causing many to worry about the type of mold they have. Black mold is unlikely to be any more dangerous to a healthy individual than any other variety of mold. It is difficult to tell the difference between black mold and other varieties of molds, fungus, or mildew without costly scientific analysis. Signs of mold should be addressed immediately and the source of moisture resolved. For testing we recommend you contact Universal Inspect @

How do we prevent mold growth?
Mold requires a consistent source of moisture to thrive. Any consistent source of moisture, such as a leaky pipe or drainage issue, should be cause for concern. The longer you wait to have the water issue resolved or the area inspected, the greater the chance mold will spread.

411 Sewage Cleanup

What is sewage?
Sewage is wastewater that contains solid waste, human excrement, viruses, bacteria, and parasites.

Do 411 clean up sewage?
Yes 411 do clean up sewage, but it may not be possible to restore some contaminated items and replacement may be the only option. We will review our cleanup and sanitation procedures and address your concerns before beginning work.

Can there be a risk of contamination from sewage?
There is a risk of contamination due to the composition of sewage. Once porous materials like, carpet, drywall, paneling, ceiling tile, and insulation have been exposed, they cannot be cleaned and sanitized. The affected items will need to be removed and discarded to prevent further contamination and health risks. 411 can clean and sanitize some hard surfaces. We will explain the risk of contamination and review our cleanup and sanitation procedures before beginning work.

Can we clean up sewage on our own?
Sure you can clean up sewage on your own, but we recommend this only if the exposure is small and you take the proper safety precautions. The Centers for Disease Control and Prevention recommends wearing personal protective equipment including goggles, face shield, liquid-repellent coveralls, waterproof gloves, and rubber boots. Throughly wash your hands frequently, before and after handling sewage, and avoid touching your eyes, mouth, and nose. Due to the risk of contamination, it is advisable to get professional help if the area of exposure is large or deep, if porous building materials including carpet, drywall, paneling, insulation, and ceiling tile have been exposed, or when you cannot take the proper precautions to clean up sewage safely on your own.

Can you tell us how sewage backup into our property?
Sewage backups are caused by blockage in the lateral service pipe that runs between your home and municipal sewer mains. The blockages may be caused by solid objects accidentally flushed down the drain, structural deterioration or defect, tree roots cracking or growing through your sewer pipe. Sewage may also backup if a significant amount of water enters the municipal sewer main in a short period of time, typically during extremely heavy rainfall or the rapid melting of snow or ice.


Do I/we need to be at the property throughout reconstruction process?
411 Restoration goal is to be as unobtrusive to your daily schedule as possible. Commonly customers provide a key to the Project Manager, but other options are available. 411 will work with you to give you safety and peace of mind during reconstruction.

What is “pre-loss condition”?
Pre-loss condition is the state that your property was in prior to the damage occurred. 411 will use the same or similar materials during reconstruction. Existing damage not associated with this loss will not be included in the scope of the project.

Can you tell me what is “non-insured work”?
Any work or renovations unrelated to the damage will be considered non-insured work. You may choose to include renovations not related to your original loss at an additional cost, such as remodeling a bathroom or kitchen. Non-insured work may require a separate contract and payment terms.

What are “code or by-law upgrades”?
In the event that your pre-loss condition no longer meets the building codes, a code or by-law upgrade may be required. The insurance adjuster will be able to answer questions regarding any upgrades.

Do we need to hire our own contractors?
411 will clearly communicate what reconstruction we are able to do. Should additional contractors be necessary, we are prepared to make recommendations or you can use your own contractor which we recommend be licensed.

Do I/we need to get building permits?
411 typically acquire required building permits, but will specifically direct you to do so should this not be the case. Permit fees will be included in our free estimate and may be covered by the insurance company.

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