Case Study Contest 2017

Describe this restoration project.

Master Restoration was contacted by Frontline Insurance regarding some water damage at a customer’s home, to offer a second look as there was already another restoration company on site. That company had already started some of the demo work. However, after speaking with the homeowner and taking a close look at the scope of work, the homeowner chose to go with Master Restoration.

Most of the damage was found in the master bedroom, as a result of water coming through cracks in the exterior stucco of the home. Master Restoration immediately called in an environmental hygienist to do air quality and mold testing, and mold remediation was performed.

This bedroom was very large with very high-end, expensive carpet. Finding this in a timely manner proved the importance of good relationships with vendors and subcontractors in the local area.

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Master Restoration was able to complete the demo, mold removal, and remodeling work in just four days as compared to an original estimate of several weeks.

For Master Restoration, this job proved the importance of relationships through and through. While many companies today complain about working with some insurance companies, carriers, and third party administrators, Master Restoration drives home the point that if you have good relationships with these groups of people, they will send quality work your way and you will be paid properly job after job.

In the end the homeowner could not have been more thrilled with our work, professionalism, attention to detail, and the quickly time manner in which everything was resolved.

What challenges did you face and how did you overcome them?

While the square footage of this job may have been somewhat small (if you consider a bedroom that’s the size of a small house small), there were certainly hurdles to overcome. When you’re called to a loss where another company has already gotten to work, it is important to keep relationships professional and conversations honest.

Once Master Restoration earned the trust of the customer, they had to work quickly to get the job done – including replacing the high-end jute back carpet, which arrived in 3-foot sections. This meant Master Restoration crews working very carefully to lay and install the carpet so patterns matched up exactly across the entire floor.

This job ended in a raving customer testimonial:

“I could not be happier with Master Restoration. From the time of my water leak, they were out that same day. From start to finish, they were here every day. I am pleased to have Frontline Insurance and so very happy that Master Restoration was recommended to my wife and myself. The project manager and lead carpenter, Dusty Navarro, were exceptional, polite, professional, and prompt. No time delays with Dusty and his crew. Use Master Restoration and you have made the right choice."

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