Experience Files

I was once asked by a client: "I made an attempt to dry hardwood flooring, I invested 5 days attempting to dry that floor, and now the insurance company & client refuse to pay for it. What do I do now?"

Well there's a lot to unpack with that statement. Most importantly, who exactly recommended saving the hardwood floor? Did you as the drying contractor recommend drying in place, or was it the insurance company, how about the client didn't want to remove the hardwood floor?

If it was your professional recommendation that you could salvage this floor without removal, where as the insurance company recommended removal and replacement, then unfortunately, that loss is on you.

However, if you as the drying contractor recommended removal and replacement but either the insurance company or the client recommended you attempting to restore the hardwood floor, with the understanding that a failure to dry, would result in both a charge to attempt as well as a removal charge, then you should absolutely invoice for the work performed.

But, I need to stress the importance of setting expectations. Include any objections prior to commencing with an attempt to salvage. And, as always, document your objections preferably with a client signed refusal of recommendations.

If your attempts to salvage were compromised by a client either intentional or unintentional. It must be both documented & communicated to involved parties.

Explain to your client upfront that you do understand that the equipment is very loud. However that equipment is required to run continuously to dry their hardwood floor out. They must understand that shutting the equipment off for extended amounts of time will very likely prolong drying efforts, and they could find themselves financially responsible for the unpaid amount.

Same goes with unplugging vacuum hoses, pulling the tent back, opening windows and doors because it's "nice out" or any other surprise they may come up with. As always, communicate with the insurance company representative of anything unusual going on with the project.

If you didn't set the project up correctly, had an equipment malfunction or failure, or you didn't monitor & document properly, be prepared for this to be used against you when it comes time to settle up the invoice.