The Restoration Industry Is at a Crossroads: Why Ethics Matter More Than Ever

By Michelle Hutchinson, Owner, Savage Restoration

I was raised to educate myself, think independently, and make decisions based on facts, integrity, and hard work. Those values guided me when I entered the restoration industry—a field traditionally dominated by men—and they remain the foundation of my business today.

Building a successful restoration company was never easy, but it has always been rewarding. For many years, our mission has been simple: help homeowners recover from water damage, mold concerns, fire damage, and other property emergencies with honesty, professionalism, and compassion.

Unfortunately, over the past several years, I have watched our industry change dramatically.

What was once a service-driven profession has become increasingly crowded with companies that prioritize profits over people. As the industry has grown, so too have concerns about inflated invoices, questionable referral arrangements, and substandard work practices that can leave homeowners vulnerable.

What I See Behind the Scenes

Today, a significant portion of my work involves conducting peer reviews and audits of restoration projects. This role provides a unique perspective on what is happening throughout our industry.

Too often, I encounter invoices that appear excessive, work that fails to meet professional standards, and remediation practices that may create additional health and safety concerns rather than solving the original problem.

In many situations, referral relationships between contractors, plumbers, property managers, and restoration companies seem to prioritize financial incentives over what is best for the homeowner. When recommendations are influenced by compensation rather than qualifications, consumers may not receive objective guidance regarding their property damage.

The homeowner is frequently the one who pays the price.

The Hidden Risk to Homeowners

Most homeowners assume that everyone involved in a property damage claim is working toward the same goal—restoring their home safely and efficiently.

Unfortunately, that is not always the case.

When restoration companies perform unnecessary work, overcharge for services, or fail to follow industry standards, homeowners can find themselves facing disputes, delays, and frustration during an already stressful situation.

Many consumers are unaware of how important it is to verify the qualifications, certifications, and reputation of the company they hire. A poor decision during the restoration process can have long-term consequences for both the property and the people living in it.

Why Integrity Still Matters

At Savage Restoration, we have built our reputation on transparency, fair dealing, and doing what is right for the customer.

We believe homeowners deserve honest assessments, clear communication, proper documentation, and quality workmanship. We believe recommendations should be based on what is necessary—not what is most profitable.

These principles may seem simple, but they are becoming increasingly important in an industry facing growing scrutiny.

A Call for Accountability

Protecting homeowners should be the priority of everyone involved in the restoration process.

As an industry, we need:

• Greater oversight of referral and kickback practices that may harm consumers.
• Stronger protections for homeowners facing questionable restoration charges.
• Higher standards of accountability and professionalism.
• Increased enforcement against companies that fail to follow accepted industry guidelines.
• Greater support for ethical contractors who prioritize consumer protection and quality workmanship.

Moving Forward

I remain proud of the work restoration professionals perform every day. We help families recover from some of the most difficult moments of their lives, and that responsibility should never be taken lightly.

But maintaining public trust requires honesty, accountability, and a commitment to putting homeowners first.

Consumers deserve qualified professionals, fair pricing, transparent communication, and work that is performed correctly the first time.

Those values built this industry, and they are the values that will ultimately preserve it.

Michelle Hutchinson
Owner, Savage Restoration
Hazlet, New Jersey

 

Can the sun explode?

The most common question that makes parents cringe from their adolescent child is “Where do babies come from?” Oh, if my parents were that lucky!  I remember quite vividly asking, “What would happen if the sun exploded?” As a parent, how would you react to this without completely panicking a 7-year-old?  If the sun suddenly exploded like this, the whole solar system would be destroyed (Supernova)? Nope, the answer was it wont don’t worry about it…. Okay, end scene! 

Why did this memory come about this morning you ask?  Have you been outside – Did the sun explode?  It sure feels like it!  I have put together a list of ways to stay cool in this very much uncomfortable weather…

1.       Get the blinds/curtains closed.  Did you know that windows are responsible for 30% of unwanted heat?

2.       Get those fans going. Since cool air remains at floor level, aim the fan upward and point it toward an opposite wall. The cool air from the fan will bounce off the walls and into the room, delivering a refreshing, steady breeze.

3.       This is not the time to be a top chef contestant.  Don’t use the oven! 

4.       Wear loose fitting breathable fabric. Natural fibers, like cotton, absorb sweat and other forms of moisture and keep the body dry. It doesn’t have to be a fashion show!

5.       Heat rises! Cool air tends to linger in lower areas, making basement space a more practical choice during hot days and nights.

6.       Nix the diet!  It’s an ice cream kind of day.  For those of you who can’t tolerate it, Italian ice (Yum).

7.       This one stings a little for me. Avoid dehydrating drinks!  (Coffee, tea, alcohol, etc.)

8.       Stay inside!  Let the kids binge Netflix, play videos games or start the required summer reading list.  Schools only a few weeks away! 

Just remember to stay safe!   Savage Restoration is always willing to help you help your insured’s get their properties back to a pre-loss condition. Whether it be WATER, FIRE, MOLD or BIOHAZARD property damage we are “There When You Need Us”.

Hurricane Season

 

Use Precaution During the Grilling Season

 

Use Precaution During the Grilling Season

For many households, the return of warm weather signals the beginning of the outdoor cooking season. Before people fire up the grill, we ask them to take a few moments to think about grilling safety. Doing this at the start of summer can go a long way toward limiting grill accidents.

A key concern with gas or charcoal grills is inappropriate placement: NFPA explained that more than one-third of all gas and charcoal grill home fires begin on an exterior balcony or unenclosed porch.

U.S. fire departments respond to an average of 8,800 home fires involving grills, hibachis, or barbecues per year, including an average of 3,800 structure fires and 5,000 outside fires. These 8,800 fires caused annual average of 10 civilian deaths, 140 reported injuries and $96 million in direct property damage. (nfpa.org data)

Here are the following safety tips for reference when grilling:

Make Fire Safety a Priority

·         Propane and charcoal BBQ grills should only be used outdoors.

·         The grill should be placed well away from the home, deck railings and out from under eaves and overhanging branches.

·         Keep children and pets away from the grill area.

·         Keep your grill clean by removing grease or fat buildup from the grills and in trays below the grill.

·         Never leave your grill unattended.

Charcoal grills

·         There are several ways to get the charcoal ready to use. Charcoal chimney starters allow you to start the charcoal using newspaper as a fuel.

·         If you use a starter fluid, use only charcoal starter fluid. Never add charcoal fluid or any other flammable liquids to the fire.

·         Keep charcoal fluid out of the reach of children and away from heat sources.

·         There are also electric charcoal starters, which do not use fire. Be sure to use an extension cord for outdoor use.

·         When you are finished grilling, let the coals completely cool before disposing in a metal container.

Gas grills should be thoroughly inspected before using for the first time each year. Check for propane cylinder hose leaks by using a light soap and water solution applied to the hose as it will quickly reveal escaping propane by releasing bubbles.

If you find bubbles (or if there is an odor and no flame) immediately turn off the propane tank and grill. If the leak stops after taking this step, get the grill professionally serviced. If the leak does not stop, call the fire department. Also, if you smell gas while cooking, immediately step away from the grill and call the fire department. Do not attempt to move the grill.

For more grilling safety tips, visit the National Fire Protection Association’s web site at www.nfpa.org

 

This has been a difficult year for many of us. Businesses struggling, some closing, and more to close, leaving people in further financial distress. You cannot turn on the news without hearing about all of the tragedy in the world. People are even losing family and friends because of their political views.

 

Those of us in the customer service industry have been challenged with trying to grow or maintain the relationships that keep us earning a living. We want you to know that Savage Restoration is here for you, more than ever, to help you with the relationships you have with your customers. Too many in the insurance industry have made the choice to avoid claims and send their customers to an 800 number when they are in distress. Better than 60% of our business currently comes directly from insurance carriers and third-party management programs. We still get to assist your customers, but you do not. This process works but is not the friendly customer service experience your customers would appreciate. There are claim representatives on the phone assigning companies like Savage Restoration to mitigate their losses. By the time the claim reaches us a day may pass, while your customer is waiting for help. The personal touch is not there until we arrive. Because of COVID, most carriers are not even sending a field adjuster. The only adjuster they are in contact with is on the phone somewhere in another state.

 

Make 2021 the year you choose to reconnect with your customers and provide the excellent customer service your customers deserve. It is what you would want if you needed help. Encourage your customers to call YOU when they need claim help. You can have them call Savage Restoration for a fast, professional, and personal service experience. Without you, we might still be assigned the claim, but without you getting credit for helping your customer when they needed you most.

 How-to Stay Safe During the Holidays

Festive celebrations, flickering lights, and winter greens are hallmarks of the holiday season, but they also present fire risks that can quickly turn this festive time of year into a devastating one. Here are the 4 hazards that can cause a trip to the emergency room.

 

Holiday Lights and Candles

Every year, more than 50,000 home fires are started by electrical problems, according to the NFPA. So, when it comes to hanging lights, follow the directions on the box closely. Follow the obvious:

• ·      Only use outdoor lights.
• ·      Always inspect lights before you hang and plug them in. Check for frayed wires, broken bulbs and sockets, and loose connections.

Also, be sure to keep a watchful eye on candles; keep them away from the tree, decorations, and other things that can burn. The U.S. Fire Administration states that candles cause more than 10 deaths, 175 injuries, and $20 million in property damage each holiday season.

The Fireplace

Fireplaces can lead to hazardous fires. Follow the list below to prevent fireplace fires:

• ·      Be sure your home has working smoke alarms on every level.
• ·      Dispose of ashes with great care to assure that an unexpected fire will not start due to hot ashes.
• ·      Only burn seasoned firewood, meaning wood that is low in moisture.
• ·      Screen the fireplace to prevent embers from popping out onto the floor or carpet.
• ·      Never use flammable liquids to start a fire in the fireplace.
• ·      Do not throw wrapping paper into the fireplace.
• ·      When cleaning out the fireplace, put embers in a metal container and set them outside to cool for 24 hours before disposal.
• ·      Have a professional chimney sweep inspect and clean the fireplace and chimney annually. Maintenance is crucial to prevent creosote buildups and potential fires. 

Christmas Trees

According to the National Fire Protection Association (NFPA), an average of 240 home fires begin with Christmas trees every year. These fires result in deaths, injuries, and roughly $17 million in property damage. When choosing a real tree, opt for one that is green. If you are going with an artificial tree, be sure to choose one that is fire-resistant (look for a label). Remember that trees with built-in electrical systems should also have the label of an independent test laboratory that is approved to perform safety testing. The safest tree is a flame-resistant artificial one; follow this advice if you want to bring a fresh one home.

Savage Restoration is always willing to help you and help your insured’s get their properties back to a pre-loss condition. Whether it be WATER, FIRE, MOLD or BIOHAZARD property damage we are “There When You Need Us”

Fall Cleaning Matters

 

Fall is officially here!  The most colorful season of the year. Also, my personal favorite!  However, it can be one of the most daunting times of year for bi-annual heavy clean-up. Not only are you dealing with remnants from summer sand beach days, but you now must deal with falling leaves.   

An important part of being a responsible adult is recognizing that when the leaves either start to fall off trees, it is time to do fall cleaning all around.  Contrary to popular belief, fall cleaning is as important as spring cleaning. 

If you are in the know with social vernacular the term #cantadjulttoday is the common theme from 2020.  Well it is time to start adulting! Even as a respectable adult you are probably forgetting a few key places that have created colonies out of your neglect. You know how birds and bees will turn practically anything into nests and hives if they are certain to not be disturbed? Mold plays by those rules too, so you should probably start cleaning with a little more discipline.

Let us start with some basics….

Embarrassing facts about refrigerators.  Not only is my refrigerator a place that I store my weekly groceries, but It doubles as a shelf in times of need for non-discarded mail.  There is zero logic behind it other than you cannot throw away the no expiring 100^th Bed Bath and Beyond coupon. I dare you to try not to cough when cleaning that dust pile up.

Now let us talk about air movement in the home.  Whether it is a ceiling fan, window a/c or a stationary fan eventually that dust will take a jolt of unfortunate physics and spread like a cloud of fresh snow across all your belongings.  Think about breathing that magic in!  Take the time to thoroughly clean all cooling devices in your home. 

So, say that it is too late, and the cloud has consumed your entire home.  Its not just surface cleaning that will suffice.  Get those moving buddies out because the next step is cleaning hard to reach spaces. Look behind your bed-frame, I can guarantee that you will find a layer of dust. Keep in mind having dust mites does not mean you are a dirty person.  Out of sight, out of mind!

These are just a few things to keep in mind.  Do not get overwhelmed, do a little at a time.