Water damage questions, answered plainly
Most questions come down to four things: what to do in the first few minutes, what the crew does, what it costs, and who else you need to call. The short version is to close the main valve, stay clear of wet outlets, photograph the damage and call. The rest is below.
- Phones answered 24/7
- Slab leaks, supply lines, AC drips, hail leaks
- Estimate approved before work starts
- Moisture readings and photos for your claim
Get a fast quote
Fastest: call (833) 490-5225. Or send this and we call you back.
First steps and safety
Where is the main water shut-off in a newer home here?
Often at an exterior wall near the meter, in the garage, or in a ground-level box by the street, though builders vary. A second valve near the curb is usually controlled by the water utility. Find yours before the next freeze and check that it turns, because a seized valve is no help at midnight.
Is it safe to walk through water on the floor?
Only if you are sure it is not touching outlets, floor boxes, cords or appliances. If in doubt, stay out and call. Water that came from a drain, a toilet or a flooded street should be treated as contaminated, and children and pets should stay out of it.
Should I turn off the electricity?
Switch off power to the wet area at the panel only if the panel is dry and you can reach it without stepping in water. If the panel itself is wet or the water is deep, do not go near it. Call the crew or your electric utility and say what you see.
What should I photograph for my insurer?
Take wide and close photos of every wet room, the water line on walls, damaged flooring and any appliance labels, before anything is moved. Short video helps too. Keep wet items for the adjuster until told otherwise, and ask the crew for moisture readings and photos at each visit.
Newer homes, slabs and warranties
Why do slab leaks stay hidden for so long?
Plumbing in or under a slab is out of sight, and a small leak can run for weeks before a warm spot on the floor, a sound of running water or a high bill gives it away. In North Texas the clay soil moves with wet and dry spells, which can stress pipes. A licensed plumber locates and repairs the leak.
My house is a year old. Who do I call first?
Stop the water, then call your builder and your insurer as well as the crew. A written builder warranty may cover some failures, and Texas law sets a minimum for the written warranty a builder must offer to use its shorter suit deadline. Your own warranty is what counts, so read it before paying for a repair.
Does my HOA need to approve a restoration crew?
Often not for work inside the home, but associations in master-planned communities may have rules on exterior work, dumpsters and equipment left outside. Check your HOA rules or call the management office. The crew can tell you what will be parked or set up outside.
What if water got into the walls on the other side of my house?
Water follows framing and drywall, so a leak at one end of a slab home can wet a wall several feet away. The technician checks the readings in the next room, behind cabinets and under flooring, so a dry-looking area does not hide a wet one.
Drying, mold and what comes out
How do I know the house is really dry?
Readings. The technician compares the wet materials to a dry reference in the same house and keeps the equipment running until they match, with logged readings at each visit. A floor that feels dry to the hand can still hold water underneath, so you should see the numbers rather than take the crew's word.
Will mold grow if it takes a day or two to start drying?
It can. The EPA advises drying within 24 to 48 hours, but that is a guideline, not a deadline, and mold may have started in materials that looked dry in time. Call early, and have the crew check hidden cavities with meters and thermal tools.
Can you test for mold and remove it in one visit?
No. Texas licenses mold assessment and mold remediation as separate licences, so testing and removal are not offered here as one package. The crew can find and dry the moisture; ask for a licensed assessor and, separately, a licensed remediator if mold is found.
What is the 25 square foot rule?
A person need not hold a Texas mold remediation licence to remediate an area where the mold affects less than 25 contiguous square feet. That is a licensing threshold, not a health threshold, and it differs from the EPA's homeowner guidance of about 10 square feet. Check TDLR for the current rules.
Cost, insurance and who pays
Why can't you quote the whole job over the phone?
Because the wet area, the water category and what the materials are made of decide the price, and none of that is clear until readings are taken. The emergency-stage price is explained on site and you approve it before work starts. Repairs after drying are quoted separately.
Does homeowners insurance cover a burst pipe?
A standard homeowners policy often covers sudden and accidental water damage, such as a burst pipe, but usually not long-term leaks, flood, or sewer and drain backup without an added endorsement. Your insurer decides under your own policy, so ask your agent. The crew can give photos and readings for the claim.
Do I need flood insurance for a burst pipe?
No. Flood insurance is a separate policy for rising surface water, through FEMA's National Flood Insurance Program or a private insurer, and it generally has a 30-day wait. A burst pipe is a plumbing loss, not a flood. Check FEMA's flood map for your address if you are unsure of your exposure.
What if I disagree with my insurer?
Ask the insurer to explain its decision in writing and compare it to your policy. The Texas Department of Insurance takes consumer complaints about insurers, and policyholders who cannot settle a dispute can file one. The crew's role is photos, readings and drying, not coverage.
Who does the work
Is the crew licensed?
The work is done by an independent, licensed local company dispatched through this line, and you can ask for its licence number on the phone. Texas has no general contractor licence and, as far as we know, no state licence for water extraction and drying, so ask which licences apply to your job.
Does the crew fix the pipe or the roof?
No. A licensed plumber repairs pipes, slab leaks and water heaters, a roofer repairs roofs, and an HVAC technician clears condensate drains. The crew can tarp a roof opening, board up a window, extract water, dry the structure and clean up afterward.
Do you handle fire or smoke damage?
No. Fire and smoke restoration, asbestos and lead abatement and roof replacement are not offered. The crew will say who to call. If fire fighting left water behind, the crew can help with the water side once the building is safe.
Are business and rental properties covered?
Yes. Retail units on Preston Road, offices, apartment buildings and rentals all call. Commercial water damage is quoted after a walkthrough, and landlords get the same readings and photos a homeowner would for insurer or tenant records.
Question not answered here?
Call and ask. A technician will give you a straight answer, even if the answer is that you do not need us.