What does Emergency Services mean?

Emergency Services is the immediate response to a situation within a home or commercial building to mitigate damages caused by an extraordinary situation.

• Water release in a building caused by a broken plumbing line, a fire sprinkler release, an overflow of a toilet or sewer line, a roof leak from a storm, a collapsed roof or any other sudden similar situation which causes damage to the property.
• A fire of any sort that causes damage to the structure or personal property within the building
• A collision into the building of any sort

A proper response by your emergency services contractor is to have the proper labor force and equipment to mitigate (stabilize) the situation. This includes all of the proper materials, trained and certified personnel, equipment that is maintained sufficiently and proper for the job at hand

Our technicians and carpenters are trained to move to the job site immediately upon receiving a dispatch from our project managers.

Our vehicles and equipment are staged for immediate dispatch. Cleaning and restock occurs after each job.

We train in all aspects of emergency response so that the labor and equipment on the job is ready to respond and work quickly and responsibly

When you call Paul Davis Restoration & Remodeling you are calling a preferred First Responder of many of the Fire Departments within our service area.

Can you afford to call anyone but the absolute best at what they do when your property is at risk?

Donn Peacock

Owner

State of Mind in a Fire Loss

Fire loss victims are in a delicate state of mind in the midst of the loss.

The items they need to have immediately processed, cleaned, dried and protected are items such as family photos, heirlooms, religious artifacts, old books, family papers, jewelery, and their most personal items. Too many times they are bombarded with "helpful friends, family and/or neighbors" opinions of what needs to take place. They become confused when non professionals give opinions and are overly critical of what is taking place.

The damaged property needs to be secured and dried immediately. Leave items such as clothing in the home and let professional companies deodorize and clean. Do not take items of clothing to friends or relatives houses. You will cross contaminate other homes with the smoke infected items. Photos can be removed and dried and cleaned by professionals. Personal property should be inventoried removed to safekeeping cleaned and stored.

Concerned relatives, friends or unsuspecting individuals who slow the process are allowing additional damage to the items. This is called secondary damage. Allow the professional companies to process your items quickly. "Time is of the essence."

To many times the process is slowed by helpful friends or relatives who may not trust the insurance restoration professional. Find the best company you can and let them do the work. Find a company that will work for you and help you to restore your personal property to the condition you are entitled to.

Donn Peacock
Owner

Is there content on the web site?

When you are searching for an Insurance Restoration Contractor are you evaluating who they are through their web site? Is there real content on the site or is it bells, whistles and mirrors?

The company should be stating the jobs they have completed to date. What is their actual experience? Have they completed a lot of relevant work and are their customers satisfied? Does the company have highly qualified technicians who are trained or is all their money spent on marketing? Many companies do not train their employees. Many companies spend a lot of their money marketing insurance companies but little to train employees or provide you with a quality experience.

At Paul Davis Restoration & Remodeling training is not a once a year event. Training is a weekly scheduled meeting with every employee in the company. We are dedicated to your satisfaction and a Wow Customer Experience.

We have documented customer satisfaction reports with CSAA insurance company over a three year period. We completed over 100 jobs per year (one year 162) with an evaluation of 1 - 10 in 2003 we had an average score of 7.38; in 2008 we had an average score of 8.66; in 2009 year to date we had an average score of 9.1. What does this say? It says that our customer service training has improved our customer satisfaction dramatically.

Call us and we will show you what we can do!

Donn Peacock

Owner

The Good News: You have insurance; The Bad News: You have no idea who to use.

Get references, that age old adage. Yes we believe in you checking out the company you are using.

• What is the quality of the installed work?
• Does the company providing service have a superior Better Business Bureau Rating?
• Does the company return your phone calls promptly?
• Are the workers in your home subject to background checks?
• Does the company pay their bills promptly?
• Is your contractor or emergency services provider focused on the entire customer experience?
• Is the owner of the company fully engaged in the business and dedicated to your complete satisfaction?
• Have you done a surprise site visit to the contractors office (a good indication of the state of the business and their philosophy of customer satisfaction)?
• How long have they been in business?
• Do they have the capital to complete the job?
• What is the condition of their equipment including trucks?
• Are they truly a "Going Concern"?
• Does the company have a banking relationship?

Your home is in many cases the largest single investment your family has.

Check out your contractor, know in your own heart which contractor is right for you.

You have a choice,

Donn Peacock

Owner

How Credit Worthy is Your Insurance Restoration Contractor

The credit and capitalization of your Insurance Restoration Contractor is of primary importance in the timely completion of your job.

What does this mean and why should it matter to you?

Insurance Restoration Contractors who have capital (money) in their business are much better equipped to complete your job on time and on budget. They are not "Robbing Peter to Pay Paul." In today's economic climate this is of prime importance.

Contractors with little cash are working day to day, paying their bills halfheartedly which will cause problems on your job. It is important to get bank references on your contractor and actually call their references which can help ease your concerns on who you are really working with. Find out if your contractor has had liens placed on the work they have competed for non payment of bills. You do not want your project burdened with Tax liens, Mechanics liens, Labor and Material liens or unpaid bills. Working with a well capitalized reputable contractor is a must.

Work out a payment schedule with your contractor and insurance adjuster so that the project is funded by the insurance proceeds and delays are a minimum. Your draw schedule should pay for work that is completed to date. A contractors cash supplements working capital between draws on the project. On large projects your contractor will require draws at set intervals to insure all bills are paid promptly. Insurance Restoration Contractors manage the project of rebuilding your home or office but are not in the position to finance the project in total.

It is important to work with a company like Paul Davis Restoration & Remodeling who understands the entire project and all of the parts of the financial and construction equation.

Donn Peacock
Owner

Certifications - What does it mean?

In the Insurance Restoration Industry there is a training and certification group that is the main certification body called the IICRC (Institute of Inspection Cleaning and Restoration Certification). Professional companies in our industry send their managers and technicians to this organization to train and certify.

We at Paul Davis Restoration conduct these schools through certified instructors and provide training for all of our employees. Many times a company will say they are certified but only one manager in the company holds a certification. In some companies they have no certified employees or as we call them technicians.

It is important to be sure that the technician on your job is certified and trained in what he or she is doing not just the manager. This quite simply is called "raising the bar."

A certified Technician by IICRC Standards is:

• Qualified by service and examination with a satisfactory score to ascertain their competency.
• Demonstrated a through and working knowledge of cleaning and restoration techniques to the satisfaction of an approved IICRC instructor.
• Pledged themselves to strive constantly to promote the goodwill of those they serve and to use their best talents to preserve by proper care the properties of their customers.
• Agreed to subscribe and continue an effective training program approved be IICRC to upgrade themselves as a true professional.
• Pledged to hold above all else honesty and through workmanship in all their customer relations.

Ask all Emergency Services Technicians working in your home or business to show you their IICRC certification cards. They will be proud to do so.

My IICRC registration number is #28400

Donn Peacock

Owner

A Heartfelt Customer Service Report

Our Customer Service Representative calls our customers weekly as we are working with them to check on our service and to ask our customers the NPS (Net Promoter Score) question. On a scale of 1-10, how likely would you be to recommend Paul Davis to a friend or family member?

The following was a call made on 3/10/2009 to S M of Carmel.


On a scale of 1-10 she rated us a 10.

Her additional comments part of the survey had the following comment.

She said that words cannot express how happy she is. She told our guys how grateful she was for everything. What a tremendous group of people we have! It did take some time to get it done, but they did a beautiful job. She has everyone admiring it. Michael came out first and was absolutely wonderful. During the course of his time out there she found out she had breast cancer, and now bone cancer as well. When Mike finished his portion of the work and was leaving he stopped to say, "I hope you get well real soon." She was overwhelmed.

They were all like that. Everyone was thoughtful and caring. When Joe finished, he told her that she was a "Super nice lady" and that he would never forget her. It was such an extraordinary experience. They all went way beyond what was expected. She kept thinking how wonderful it was to have professional, kind people in her home day after day, doing the fabulous job they did.

Donn Peacock
Owner

Payment Processing - How does it affect you?

A very important part of every insurance restoration transaction is the processing of payments by your insurance company.

First the Restoration Contractor must present a timely and through billing to your insurance company. The Restoration Contractor must respond in a timely manner to answer all questions and to provide any needed backup information. At that point the insurance company needs to pay the bill promptly so that the business at hand can proceed in a timely manner. Payment delays can place your project, the restoration of your home or building, at risk.

The timely payment of the contents portion of your claim will assure that the contents are brought back and reset in your home when the project is complete. Too many times the insurance company will wait to review this portion of the claim until the end of the project. This delays the resetting of your personal property until the contents restoration is paid in full. These items are returned after payment for services.

Talk to your insurance company and follow the payment process as well so the hard work of your insurance restoration contractor is rewarded with fast complete payment and the project does not have any undue delays.

Donn Peacock
Owner

Urgency - Does it make a difference?

You bet urgency makes a difference. Hire a company that knows the meaning of the word urgency and practices it every day. Insist on urgency when you are working in the realm of insurance restoration. We see projects delayed daily due to indecision, non decisiveness, and plain old laziness. Calls should be returned daily if not sooner by us as well as your insurance adjuster. Your request should be handled with the utmost urgency and consideration. This needs to occur every time you call your restoration professional or your insurance adjuster. All parties need to respond with urgency.

Our company makes it a policy to handle all calls and requests promptly. This does not always happen in the business cycle of Insurance Restoration. Carefully see who is not responding in your transaction and move the request up the line to their superior. Let them know that this is not acceptable to you. We personally document the time of day and issue on calls when we see a situation that is hampering the urgency with our transaction.

Customer service is our number one priority. Anything less than a superior Wow experience is not acceptable.

Donn Peacock
Owner

Size Matters!

Paul Davis Restoration - San Jose/San Francisco is a large restoration company and has more specialized equipment and manpower than small owner operators. When your property and health are at risk you want to hire a company that can put the proper number of trained employees on the job to complete the work efficiently. Paul Davis Restoration - San Jose/San Francisco is that company. We are the largest Restoration and Emergency Services Contractor in the San Jose/San Francisco Bay Area.

Due to the size of our company we are able to constantly train our people and certify them in all facets of the business. We keep up to date with the most effective methods, training and equipment. Our people train in a simulated environment, a training house built in a warehouse that we test equipment and people in. This equates to great quality and service from knowledgeable people. You will be working with the most qualified service provider in the San Jose/San Francisco Bay Area.

Call us for an evaluation of you situation 24/7/365.

Donn Peacock
Owner

Crawl Space Flooding

It is essential that you pump out water in a crawl space immediately. Water under your home can and will affect the stability of the foundation and piers under the home. As well the damp situation can cause mold growth which will eventually affect the air quality within your home. Sewage will immediately affect the air quality within the home.

Water can enter the crawl space from broken water pipes, broken sewer pipes, ground water surfacing under the home or surface floods. All of the sources are potential health risks depending on the quality of the water when it enters the space (a water pipe leak being the cleanest and sewage and /or surface water being the most contaminated).

Workers are required to wear PP&E'S (Personal Protective Equipment) and to work safely. A crawl space is considered as a confined space and a worker should never enter the space alone. A spotter is always required for worker safety. Your insurance company, in the event it is a covered loss, should not have an issue paying for this "extra person" since this is governed by OSHA regulations.

Hire professionals who understand working in these environments and have a full understanding of completing the job properly to alleviate health and safety concerns as well as protect the structural stability of the building.

Donn Peacock
Owner

Completely Satisfied Customer

This is a quote from a completely satisfied customer on 3/4/09.

The customer is KG (Name withheld for privacy reasons) Insurance company State Farm. Property address is San Jose.

In regards to the NPS question -On a scale of 1-10, how likely would you be to recommend Paul Davis to a friend or family member?

"She would rate us a 15 if she could."

Additional comments:

"The guys are so nice. She couldn't ask for a better crew. They have the house immaculate. You can tell work has been done, but they clean up afterwards. There isn't any mess. It's so clean and well-kept."

Donn Peacock
Owner

Sewage Losses

A sewage loss is a loss that occurs from liquids that come from below the wax ring of the toilet or from the toilet bowl when there is feces or urine in the bowl. This usually occurs due to an obstruction in the sewer lines which causes a backup. This liquid and solid substance is highly contaminated and needs special attention. All porous material within the structure that the liquids touch must be removed from the structure and the parts of the structure that remain must be disinfected. The affected area is disinfected by utilizing a disinfectant and allowing it to dwell on the structural members per the manufacturers recommendations. Items that need to be removed includes wet drywall, wet carpet, wet pad, and any wet porous material which would include particle board cabinets.

Restoration Technicians should wear the proper PPE's (Personal Protective Equipment) which includes a proper respirator, proper rubber gloves and a tyvex suit. The protection of workers and inhabitants is essential and should be a part of the protocol for proper cleanup and emergency service procedures. In substantial losses the area should be contained and a negative air machine should be installed during the process.

Once the structure is disinfected normal drying procedures can be utilized. Do not allow air movement in the affected area until the affected part of the structure has been properly disinfected. Sewage losses can be deemed a health risk and it is important to have companies work the loss that have the proper experience and training.

It will not cost you more to work with a professionally trained and equipped company.

Donn Peacock
Owner

Where is your Restoration Contractor from?

Our website is very specific as to who we are and where we are located. We are very forthright about all of our information. If you see it on our website it is verifiable.

We see many competitors who advertise and do not give an address or a way to contact them except an 800 phone number. Why would they not want to let you know who they really are?

We believe that full verification and disclosure is a basic tenant of serving the community. What do businesses have to hide. Are they paper contractors who farm the work out once you call?

The people we send to your job are our employees and we have done background checks on all of them. You also can drive into our company owned building at any time to talk with us or visit.

We are here to serve you !

Donn Peacock
Owner