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Success Story

Empathy and Attention to Detail During Reconstruction Provided Hope

Type of Venue:

Residential

Type of Loss:

Reconstruction

Project Description:

In late 2017, an older couple welcomed a service provider into their home for routine water maintenance. To avoid distracting the worker, the husband put his dogs in the car — their favorite place to play — that was parked in the garage. Unknown to him, a fire started in the garage. It spread and burned down a quarter of the house, causing smoke and water damage to the rest of their home. PuroClean franchise owner, Darrell Depot, was called in for the job. Understanding the sensitivity of the situation, Depot was empathetic and patient with the grieving couple. It was a tough situation for them — facing severe property damage while coping with the loss of their beloved pets. With Depot’s years of experience in the property restoration business, he understood the importance of getting the couple’s home back to pre-loss condition, while doing so with compassion and respect.

PuroClean Intervention

Depot began the reconstruction process by evaluating the property damage and determining the reconstruction plans. He then talked to the homeowners about what needed to be done and took any upgrade requests, offering them the opportunity to improve their home.

While Depot’s first few steps seem to be ordinary for any reconstruction job, his next step in the process is what makes the brand unique. PuroClean often works with insurance companies, so when Depot called the homeowners’ insurance company, he knew how to avoid obstacles that other construction companies or general contractors would not know how to handle. With this advantage, Depot was able to make the insurance process seamless for the homeowners, discussing all financial expectations with both parties, following a “no surprises” philosophy.

Over a six-month period, Depot and his team worked to first remediate the water and fire damage, then to reconstruct the house into a brand new home. The tear-out process allowed them to examine all internal and external damage to establish a new foundation and to accurately estimate finances. They salvaged as many contents as possible, demolished where necessary, and removed debris. When the rebuild was complete, Depot and team packed in the homeowners’ contents and the home was ready for them.

In late 2017, an older couple welcomed a service provider into their home for routine water maintenance. To avoid distracting the worker, the husband put his dogs in the car — their favorite place to play — that was parked in the garage. Unknown to him, a fire started in the garage. It spread and burned down a quarter of the house, causing smoke and water damage to the rest of their home.

Turning Tragedy into Triumph

After living with friends and renting property, the couple was thankful to finally return home. They were also grateful for Depot’s follow-up call to ensure they were satisfied with the rebuild. Depot knew that the job was not complete when the reconstruction was finished and ensured the follow-up was incorporated as a crucial element to his reconstruction process.

While the couple was extremely grateful for everything the PuroClean team did for them, they were most appreciative of the gift Depot left them. Above their garage, the couple had a dog-themed weather vane that was damaged in the fire. The insurance company gave them credit to purchase a new one, but Depot understood the sentimental value of the piece. He worked with a local welder to restore the original lightning rod so they could have a piece of their old house in their newly constructed home.

Depot’s attention to detail and empathy for this situation relieved a great deal of stress for the homeowners. He built trust with the couple and allowed them to be comfortable during a difficult reconstruction process. As a PuroClean franchise owner, Depot gave the homeowners hope that they could get through a hard time and return to the place they call home.

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