How to Choose a Restoration Company: 12 Questions to Ask Before You Hire

Restoration Company: 12 Questions to Ask Before You Hire” width=”700″ height=”450″ />When water is pouring through your ceiling or smoke damage covers every surface in your home, choosing a restoration company feels urgent. And it is. The 24 to 48 hours after property damage are critical for preventing secondary problems like mold growth and structural deterioration. But rushing into a contract with the wrong company can cost you thousands of dollars in unnecessary work, denied insurance claims, or substandard repairs that create problems down the road.

According to the Restoration Industry Association, the U.S. property restoration market exceeds $210 billion annually (RIA, 2025). That market size means there are thousands of companies competing for your business, ranging from highly trained professionals to unqualified operators with a truck and a wet-vac. Knowing the right questions to ask separates a good hire from a costly mistake.

The 12 Questions Every Homeowner Should Ask

1. Are You IICRC Certified?

The Institute of Inspection, Cleaning and Restoration Certification is the restoration industry’s primary credentialing body. IICRC-certified firms employ technicians who have completed training in water damage restoration (WRT), fire and smoke restoration (FSRT), applied microbial remediation (AMRT), and other specialties relevant to your specific damage.

An IICRC certification alone doesn’t guarantee quality, but the absence of it is a red flag. Ask for the company’s IICRC firm certification number and verify it through the IICRC directory. According to IICRC data, certified firms must maintain continuing education and meet operational standards that uncertified companies are not held to (IICRC, 2025).

2. Are You Licensed, Bonded, and Insured?

Every legitimate restoration company should carry general liability insurance (minimum $1 million), workers’ compensation insurance for all employees, and any state or local contractor licenses required for your area. Ask for certificates of insurance and verify them with the issuing company. If a worker is injured on your property and the company lacks workers’ comp, you could face liability.

Bonding provides financial protection if the company fails to complete the work or violates the contract terms. Not all states require bonding for restoration contractors, but companies that carry bonds demonstrate a higher commitment to accountability.

3. What Is Your Response Time?

For water damage emergencies, response time directly affects restoration costs and outcomes. Ask for a specific commitment. Industry leaders like SERVPRO and ServiceMaster Promise response times of one to two hours. Independent restoration companies should be able to arrive within two to four hours for emergency calls.

Be skeptical of companies that promise unrealistic response times. If a company says they can be on-site in 30 minutes but they’re 45 minutes away, that’s a red flag for overpromising.

4. Do You Work Directly with My Insurance Company?

Experienced restoration companies work with insurance adjusters regularly and understand the claims process, documentation requirements, and pricing standards. They should be familiar with Xactimate, the estimating software used by roughly 80% of property insurance carriers for processing restoration claims (Verisk, 2025).

A good restoration company will help you with initial damage documentation, provide a detailed Xactimate estimate, communicate directly with your adjuster about scope, and explain what your policy likely covers. They should not pressure you to sign an Assignment of Benefits (AOB) form before explaining exactly what it means for your control over the claim.

5. Can I Get a Written Estimate Before Work Begins?

Emergency mitigation work (water extraction, board-up, tarping) often starts before a full estimate is possible. That’s normal. But the company should provide a written estimate for the total restoration scope within 24 to 48 hours of the initial response.

The estimate should be itemized, showing costs for each phase: mitigation, drying, demolition, cleaning, and reconstruction. Ask whether the estimate is based on Xactimate pricing, which aligns with what insurance companies expect to pay. Vague estimates or refusals to put pricing in writing are warning signs.

6. Do You Use Subcontractors?

Some restoration companies handle the full process in-house. Others subcontract portions of the work, particularly reconstruction. Neither approach is inherently better, but you should know who will actually be in your home.

If the company uses subcontractors, ask whether they verify subcontractor licensing and insurance, who supervises subcontractor work quality, and whether the company is responsible if subcontractor work is defective. Your contract should clearly state who is accountable for the entire project.

7. What Does Your Warranty Cover?

Reputable restoration companies warranty their work. Ask specifically what the warranty covers, how long it lasts, and what your recourse is if problems appear after the job is complete.

For water damage restoration, a warranty should cover drying completeness. If mold develops in an area the company dried, the warranty should cover re-treatment. For fire damage restoration, odor warranties are important. If smoke odor returns after treatment, the company should re-treat at no additional cost.

8. How Do You Document the Drying Process?

Professional restoration companies take daily moisture readings throughout the drying process using moisture meters and thermal imaging cameras. These readings are logged in a drying report that proves structural materials reached their dry standard (typically below 16% moisture content for wood framing).

This documentation serves two purposes: it confirms the work was done properly, and it provides evidence for your insurance claim that professional drying was completed. Companies that skip moisture documentation or don’t use calibrated equipment are cutting corners that may cost you later.

9. What Equipment Do You Own?

Professional-grade drying equipment costs tens of thousands of dollars. Companies that own their equipment can respond faster and scale to larger jobs. Ask whether the company owns or rents their dehumidifiers, air movers, and extraction equipment.

LGR (low-grain refrigerant) dehumidifiers, truck-mounted extraction units, thermal imaging cameras, and HEPA air scrubbers are standard equipment for a legitimate restoration company. If the company arrives with household fans and a consumer dehumidifier, they’re not equipped for the job.

10. Can You Provide References from Recent Jobs?

Ask for three to five references from jobs completed in the past six months. Contact these references and ask about response time, communication quality, workmanship, and whether the final cost matched the estimate.

Also check the company’s online reviews across Google, Yelp, and the Better Business Bureau. According to BrightLocal, 98% of consumers read online reviews for local businesses, and businesses with a rating below 4.0 lose significant consideration (BrightLocal, 2025). Look for patterns in negative reviews. Isolated complaints happen to every business, but recurring themes around billing surprises, communication failures, or incomplete work signal systemic problems.

11. What Is Your Process for Handling Scope Changes?

Restoration projects frequently uncover additional damage once demolition begins. Hidden mold behind walls, structural damage not visible during initial inspection, and additional water intrusion pathways can all expand the project scope.

A professional company will stop work when additional damage is discovered, notify you and your insurance adjuster, provide a supplemental estimate for the additional work, and get written approval before proceeding. Companies that expand scope without approval and present you with a higher bill at the end are a common source of homeowner complaints.

12. Do You Handle Both Mitigation and Reconstruction?

Some restoration companies only handle the mitigation phase (water extraction, drying, demolition) and refer reconstruction to separate contractors. Others provide full-service mitigation through reconstruction.

Full-service companies offer a simpler process with a single point of accountability. However, some homeowners prefer to choose their own reconstruction contractor. Ask upfront so you can plan accordingly. If the company only does mitigation, ask for reconstruction contractor recommendations and understand the handoff process.

Red Flags to Watch For

Avoid restoration companies that demand large cash payments upfront before starting work. Legitimate companies bill insurance directly or invoice after completion. Be wary of door-to-door solicitations after a storm, which are a hallmark of storm chasing operations that prioritize volume over quality.

Companies that pressure you to sign contracts immediately, refuse to provide written estimates, can’t show proof of insurance, or have no physical business address are additional red flags. Take ten minutes to verify credentials rather than rushing into a contract you’ll regret.

“The best restoration companies want you to ask questions,” says Norris Gearhart, a restoration industry veteran and IICRC instructor. “If a company gets impatient or evasive when you ask about certifications, insurance, or process, that tells you everything you need to know.”

Frequently Asked Questions

How quickly do I need to hire a restoration company?

For water damage, starting extraction and drying within the first 24 hours significantly reduces total damage and cost. Mold can begin growing within 48 hours of moisture exposure. For fire and smoke damage, faster response limits soot etching into surfaces. Aim to have a company on-site within two to four hours for emergencies.

Should I call my insurance company or the restoration company first?

Call your insurance company first to report the loss, then call a restoration company immediately after. You don’t need insurance approval to begin emergency mitigation work. Most policies require you to take reasonable steps to prevent additional damage, which includes hiring a professional to extract water or board up exposed areas.

How much does restoration typically cost?

Water damage restoration averages $3 to $7.50 per square foot depending on the water category. A typical residential water damage claim ranges from $1,300 to $6,000. Fire damage restoration averages $4 to $7 per square foot. These are averages and costs vary significantly based on damage severity and your location.

What if I’m not happy with the restoration work?

Start by communicating your concerns directly to the project manager. If the issue isn’t resolved, escalate to company ownership. File complaints with the Better Business Bureau and your state’s contractor licensing board. For insurance-covered work, your adjuster can also advocate on your behalf regarding work quality. If necessary, consult an attorney who specializes in construction or insurance disputes.