SERVPRO - Looking Out For Our Customer’s Best Interests in Yorba Linda and Brea!
Mr. Kim had a big problem on his hands.
A pinhole leak from the water heater had gone undetected for some time and the combined spraying steam and general moisture had done a number on his home. His garage even had 6” of standing water in it. When it rains, it certainly pours.
A trained accountant, our SERVPRO Anaheim Hills client surveyed the general mess and started tallying the eventual bill he was going to face. ‘There goes my summer vacation budget.’, he said.
At SERVPRO Yorba Linda/ Brea, we know our customers count on us for a number of things. We accept your crises as our own. We treat your situation with the same urgency we’d want to be treated with if the shoe were on the other foot. We’ll always give you the best professional service in the water and fire damage restoration industry. You can trust us to take care of your home and your family in every situation. You want straight answers, and you want the best solution.
As our technician, Jonathan was writing his assessment, Mr. Kim asked him to delay the estimate. He wasn’t sure he wanted the event reported and he wasn’t sure how thorough a job he wanted done on the clean-up. ‘I’m not sure I want to start this right away. Let’s hold off on starting the work until the insurance dollars kick-in ’, he told us.
Wanting the very best for our customer, Jonathan said ‘If you don’t mind my saying, Mr. Kim…’, said Jonathan, ‘I should let you know that we should not delay this one minute.’ Jonathan then explained that most insurance policies have a ‘negligent home owner’ clause. Insurance claims can be denied if the homeowner is found to have been negligent in reporting the damage.
As it turned out, we did begin water damage remediation immediately and when Mr. Kim made his call to the insurance company, the adjuster quickly referred him right back to SERVPRO Yorba Linda/ Brea. ‘SERVPRO is there to help you out!’, the adjuster told Mr. Kim. This kind of thing has become common for us. We’ve enjoyed comments and referrals from many insurance companies over the fifteen years we’ve been in business.
One pinhole leak led to a call to SERVPRO Yorba Linda/ Brea and us having to remove the drywall from all the studs four feet up from the floor in all impacted areas. We also produced a moisture mapping of the affected area, and a report for the insurance company. We also submitted a photo sheet for the insurance company. Through the course of the project, we demo’d plaster walls, wood flooring and cabinets due to affected materials being wet for more than four days. This was to ensure no future mold growth. SERVPRO also assisted with packing of contents in garage area in order to remove the affected garage walls. Water was extracted from garage upon arrival to prevent any slip and fall . Due to the age of the home, we also placed a spider box in the home to provide electricity.
Ultimately, Mr. Kim’s insurance covered everything except the deductible, which was just a fraction of a significant bill. Jonathan’s straight-up concern for the customer’s best interest saved our client more than $28,000 in what could have been forfeited insurance coverage.
Very soon afterwards, we were called back to Mr. Kim’s where our technical expertise, sense of urgency and commitment to safeguarding the best interests of our customers was rewarded with new business.