Frequently Asked Questions

The process starts with an assessment, where we find the full extent of the damage using moisture meters and thermal imaging, not just what's visible. Then we stop the source, extract standing water, remove unsalvageable materials, set up drying equipment, and monitor daily until moisture readings hit dry standards. For fire damage, that means soot removal, smoke odor treatment, and content cleaning. For mold, it means containment, HEPA removal, and air scrubbing. Throughout, you get photos by text so you can see progress without being on site. We give you a written price before any work begins, so there are no surprises at the end.

Water damage restoration in Austin typically takes 3 to 7 days for the drying phase, depending on how much of the home got wet and how long the water sat. Extraction and demo usually happen day one. Drying equipment then runs continuously for several days while we monitor moisture levels. Austin's humid summer air slows evaporation, which is why we use commercial dehumidifiers rather than relying on open windows. If rebuild work is needed, that's scheduled separately and priced in writing before it starts. Most homeowners are back to normal within a couple weeks for a straightforward loss. Call (325) 237-2088 for a timeline for your specific situation.

We restore both. Contents like furniture, clothing, documents, and electronics go through cleaning and drying protocols specific to what they're made of and what damaged them. Some items can be cleaned on site; others get packed out to a controlled environment for treatment. We photograph everything before it moves, inventory it, and track it through the process, so you know exactly where your belongings are at all times. That photo documentation also matters for insurance claims because it shows the adjuster exactly what was affected and what we're doing about it. You'll see the inventory in writing before anything leaves your home.

It depends on what was damaged and how much of the home is affected. A contained water loss in a single room often lets you stay home while drying equipment runs, though dehumidifiers are loud and generate heat. Fire damage that spread smoke through the HVAC system, or mold remediation with full containment, often means you should stay elsewhere for a few days. We assess this honestly and tell you what we'd want if it were our home. Your safety and the quality of the restoration come before convenience, and we'll explain exactly why we're recommending what we recommend. Call (325) 237-2088 to talk through your situation.

First, stop the water source if you can do so safely, like turning off the supply valve under a sink. Then shut off electricity to affected areas if water is near outlets or appliances. Then call us at (325) 237-2088. While you wait for us, move undamaged items out of the water's path, but don't tear out wet drywall or flooring yourself, because you might create a bigger problem and you want the insurance photos to show the damage as it actually happened. Don't use a household vacuum on water. Don't turn on ceiling fans if the ceiling is wet. We'll handle extraction and drying with commercial equipment.

Before any drying, demolition, or remediation work starts, you get a written scope of work with a price attached. That's The Relay Standard, and it's non-negotiable. You approve it, and only then do we start. If conditions change during the job, we document the change, update the scope, and you approve the revision before we proceed. No surprise charges at the end, no price that changes at the door. We also text you a digital invoice you can pay from the link, so you're never waiting on paperwork. That's the whole point: total visibility from first call to final invoice.

Our drying setup uses equipment from Dri-Eaz and Phoenix, two of the most respected names in commercial restoration equipment. Dri-Eaz dehumidifiers are known for their durability and consistent moisture removal in residential settings. Phoenix air movers move serious air volume while handling the long runtimes a proper dry-out requires. The brand matters less than the operator, but we choose equipment that holds up over multiple days of continuous use because a machine that fails overnight in a drying job adds time and cost. The equipment gets the structure dry; our monitoring makes sure it's actually dry before we pack up.

Our technicians are trained to standards set by the IFA and RIA, two major restoration industry organizations that establish best practices for water, fire, and mold work. These are not one-time certifications that sit on a wall; they reflect ongoing education in current drying science, remediation protocols, and safety practices. When we assess moisture levels, set drying goals, or run containment for mold work, we're following the current industry guidance those organizations publish. It matters because restoration science changes as building materials and techniques evolve. We follow the same standards on every job in Austin, from Pflugerville to Buda.

No. The equipment setup depends on the size of the loss and the materials affected. A small bathroom leak might need two air movers and one dehumidifier. A slab leak that soaked three rooms needs a larger drying array, possibly multiple dehumidifiers and a dozen air movers, plus targeted drying for wall cavities and hardwood floors. Hardwood and tile respond differently to water than carpet and drywall, and the equipment plan accounts for that. We size the drying system to the job rather than running a canned setup, because under-drying causes long-term problems and over-drying wastes your money. The right setup is part of the written scope you approve.

Every pro working under the Wendell Restoration name in Austin is required to hold the license and insurance their state requires. We carry insurance coverage appropriate for the work we perform, and we verify that any specialist we bring to your home meets the same bar. You should always ask for proof, and we'll happily provide it before work starts. It's part of what The Relay Standard means: you know who's coming, you know they're qualified, and you know the work is covered. No vague reassurances. Ask us for documentation when you call (325) 237-2088 and we'll provide it before the first truck pulls up.

We work directly with your insurance company and your adjuster throughout the process. That means we document the damage thoroughly with photos before anything gets touched, we write estimates using the same software and line-item language your adjuster expects, and we communicate with them so you don't have to chase the claim. You get copied on the relevant communication, so you're never wondering what was said or promised. If a supplement is needed because the adjuster missed something, we document it, photograph it, and advocate for the coverage you're entitled to. Your involvement stays minimal, and the process stays transparent. Call (325) 237-2088 to talk through your specific claim.

Ask for proof of license and insurance, not just a verbal assurance. Ask whether they'll put the price in writing before starting. Ask whether they'll coordinate directly with your insurance adjuster and provide photo documentation. Ask what their process is if they find additional damage behind walls or under flooring mid-job. Ask how they confirm the structure is actually dry before removing equipment. If a company hesitates on any of those, that's useful information. We welcome those questions. Every job we do in Austin includes a written scope, photos before and after, and direct insurance coordination, so you're never guessing.

A live coordinator answers when you call (325) 237-2088 during business hours: Monday through Friday from 7:00 AM to 7:00 PM, and Sunday from 7:00 AM to 7:00 PM. They'll connect you with our local Austin team right then. You're not leaving a voicemail and hoping someone calls back. We understand that water doesn't wait, and our scheduling works around getting someone to your home as quickly as the real calendar allows. When you call, ask about current availability and we'll tell you honestly what we can do. A live person, a straight answer, and a plan, that's how it works.

We're open Sunday from 7:00 AM to 7:00 PM, so if a pipe bursts on a Sunday morning you can reach us. Call (325) 237-2088 and a coordinator will connect you with our local Austin team. Sundays count because water doesn't care what day it is. Monday through Friday we're available 7:00 AM to 7:00 PM. Saturday we're closed. If damage happens on a Saturday, call first thing Sunday and we'll get moving. We understand that waiting a day feels long when water is involved, so our Sunday hours are real, staffed hours with real availability.

Yes. After a fire or storm, securing the property is the first step. We board up broken windows, tarp damaged roofs, and close openings that let weather or animals inside. This is mitigation work, not an afterthought, and it protects your home from further damage while the full restoration plan comes together. Austin storms, especially the spring hail and straight-line wind events that come through the I-35 corridor, can open roofs in minutes. The board-up and tarping gets documented with photos for your insurance claim, same as everything else we do. Call (325) 237-2088 and we'll walk you through what needs securing.

In most cases, yes. Insurance policies generally require homeowners to mitigate further damage, which means the emergency extraction, drying, or board-up work is typically a covered part of the claim. That's the standard most Austin homeowners policies follow. We document the mitigation work with before and after photos, write the estimate in insurance-standard language, and communicate directly with your adjuster so the mitigation portion of the claim is properly justified. If there's a coverage question, we'll flag it early so you're not surprised later. That's part of working with us: you'll know where the claim stands at every step.

Every job we do is covered by The Relay Visibility Guarantee, which is our commitment that you'll get a live arrival time you can track, photo updates before and after, a written price before work starts, and a digital invoice you can pay from the link. That guarantee covers the process. For workmanship, our restoration work carries a warranty that covers defects in the work we performed. The specifics of what's covered and for how long depend on the scope of the job, and we'll put that in writing as part of your scope of work. No vague promises, just specifics you can read before you sign anything.

The Relay Visibility Guarantee is one promise with five parts: book in a tap with no phone tag; get a live arrival time, not a four-hour window; receive photos of the work before and after; see the price in writing before we start; and pay from a digital invoice texted to your phone. That's the standard every job we do in Austin operates under. It exists because we know the frustration of waiting around for a contractor who might not show, or getting a price that changes once the work begins. You always know who is coming, when they'll arrive, and what it will cost. That's the whole point of the guarantee.

Tell us. We don't consider a job done until the structure is dry, the damage is addressed, and you understand what was done and why. If something doesn't look right or a moisture reading didn't hit the target, we want to know while we still have context on the project. Our process is built around transparency, which means we're documenting throughout, so if there's ever a question about what happened or what was agreed, there's a written record. We'd rather address a concern honestly than have you wonder. Call (325) 237-2088 and talk to us. That phone number reaches a real person who'll help sort it out.

For small, contained spills on hard surfaces, you can often handle it. For anything that soaked into drywall, flooring, or carpet padding, yes, DIY drying is usually a bad idea. Household fans and a shop vac can't remove the moisture trapped in wall cavities and subfloor, and that trapped moisture is exactly what grows mold. Austin's humidity compounds the problem. By the time you see mold or smell it, the repair scope is bigger and more expensive than drying would have been. We're not saying this to upsell you; we're saying it because we've seen the re-work that follows. A moisture meter and the right drying setup solve the problem correctly the first time.

Written by Blake Sorensen, Owner at Wendell Restoration Austin, serving Austin, TX since 2006.