My property has been damaged. Who will repair my property?
You, the insured, are in charge of your loss and are the only person who can choose and hire the repair contractor. Ace is a “full service” licensed and bonded Disaster Recovery Specialist. In all cases we work for you and pledge to return your property back to its pre-loss condition.
When are you available to help with an emergency?
In addition to providing emergency services during regular daytime business hours, Ace Fire and Water Restoration is available 24 hours a day, seven days a week, 365 days a year to support your unexpected emergency services. We will respond to all emergency calls within one hour.
Are you licensed and insured?
Yes, Ace Fire and Water Restoration is both licensed and insured. We have both a Home Improvement Contractor (Registration # 151246) and a Construction Supervisor License (License # CS-074416) in the Commonwealth of Massachusetts. We have a Home Improvement Contactor License (License # 0619946) in the State of Connecticut. We are also a member with the Better Business Bureau.
Does Ace Fire and Water Restoration guarantee its work?
We provide a one year guarantee of workmanship from date of completion.
Who is responsible for knowing my insurance coverage?
It’s up to you to know what your insurance does and does NOT cover. By signing the contact with us, you are agreeing to pay any difference that your insurance won’t cover. Please contact your insurance agent or carrier if you have any questions.
Will you assist me with my insurance claim?
Yes, we offer assistance with all Insurance Claims. All you need to do is sign a contract identifying us as your selected contractor and we will start negotiating directly with the insurance company. Once we have reached a settlement, a check will be issued to you. The insurance company will only issue payment to the policy holder unless you sign a document indicating otherwise.
I am confused by all the different people who are involved with my claim. Can you explain who they are?
The insurance agent, who sold you the policy, is the insurance company’s representative. The insurance adjuster (or claim adjuster), who is assigned to your claim, will work with us to approve and pay for the repairs based upon your insurance policy coverage limits. The mortgage company may be involved to assist with insuring your property is repaired back to pre-loss condition. Ace, your restoration contactor, has been hired by you and will work with all different parties to repair your damaged property.
Do I need to get multiple estimates?
No. Your insurance policy does not require multiple estimates. Ace will write an estimate on your behalf, submit it to the insurance adjuster who will assess the claim from the insurance company’s interest. In most cases there is a negotiation between the two parties. We strive to get you the most out of your claim as you are entitled.
Why don’t you give an estimate directly to the customer for insurance losses?
First, we negotiate the estimate with your insurance adjuster as they are the ones that decide what will and will not be covered. Once we know what will be covered, we will show you the approved estimate. We can handle anything extra you’d like to add and pay for out of pocket.
Contents-Damaged or Total Loss
What do I do with my valuables?
We want you to collect all of your jewelry, bank information, important documents, firearms, medications, and other valuables. Keep them in your possession.
Will I need to replace my belongings or can they be restored?
That will depend on the extent of the damage. Many items can be restored such as furniture, clothing, books, electronics, and even photographs. Ace employs a team of specially trained contents cleaners to restore your valuables.
Where will the damaged contents (salvageable) of my property go during restoration?
When necessary, we can pack your contents and store them in our warehouse or in a portable storage unit on your property. Our warehouse is designed to store our client’s contents safely and securely. Once the items have been restored and you are ready to get them back, Ace will deliver the contents to you. Please note: Ace will not be responsible for unpacking your contents from the boxes delivered.
How can I tell if I have a mold problem?
Mold can be fuzzy or slimy and comes in a variety of colors (black, green, orange, red, or purple). Mold can also appear to be a powdery substance. Another indication of mold growth is an odor that smells like mildew. Mold needs moisture and warmth to grow. The most common places mold can be found are in the bathroom, laundry room, and basement.
If I clean the area where I suspect mold, will it stop the growth?
Cleaning will not stop mold growth. The source of the moisture causing the mold growth must be identified and repaired. Bleach does NOT kill mold, contrary to popular belief.
I have had a fire on my property. Can I clean it myself?
Cleaning the property yourself could lead to increased damages. Our trained and experienced restoration specialists can assess your situation and restore your home or business following the highest industry standards.
How do you secure my property during the restoration process?
We will complete emergency board up, if necessary, the same day. During the restoration process temporary doors with locks are provided and access is typically controlled with a lockbox and keyed entry.
How long will the fire restoration process take place?
There are many services and variables involved in the fire restoration process. Therefore, it is difficult to predict exactly the duration of the whole process. However, we assure you that we will speed up the process to help you get back to your normal life.
Call us now for our 24/7 emergency services.