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Flooding – Business Owners Be Prepared

THE ROLE OF THE RESTORATION INDUSTRY
Prequalifying restorers that can respond to a major disaster can save you time and money. In fact, it might make the difference between saving your home and personal property; and it being significantly damaged or totally destroyed. Restorers that are prequalified and preselected by you will commit to handling your emergencies on a Priority basis.

LIMITED LOCAL and REGIONAL RESOURCES
On a day-to-day basis, there is no shortage of skilled and capable restorers for most small to medium sized disasters in your immediate area.  However, when the event is on a larger scale or regional (i.e., a large flood, earthquake or hurricane), the local resources will become tapped and perhaps unavailable for extended periods of time. Large or major disasters require experience that some local and regional restorers might not have.  In short, having a restorer that is prequalified and preselected by you is vital to saving your property.  During a major disaster, there might not be electricity; communication systems may not work; and resources will be at a premium.

  • Every restoration company will be inundated with calls.
  • Generators will be in short supply.
  • All available accommodations are taken.
  • Credit cards don’t work – because they can’t be processed.
  • Cash is a requirement – Cash reserves or line of credit equal to 20-25% of the amount of the contract(s) may be needed.
  • Temporary Labor force requires cash payment.
  • Gas is in short supply.
  • Large generators require hundreds of gallons of fuel per day.
  • Without prior arrangement – fuel is extremely expensive.

WHY PRE-QUALIFICATION IS GOOD PLANNING

  • There is a growing trend to have homeowners participate in a Residential Emergency Response Registration Program that allows the homeowner to select prequalified and preselected restorers and enter into a nonbinding agreement
  • In a confidential format, restorers will meet with you to collect basic information about your home to understand your priorities and concerns.
  • There is no upfront cost to you and nothing added in the event that you need their services.
  • It protects you in your time of need and helps the restorer in establishing a relationship for the future.

ADVANTAGES OF PRE-QUALIFICATION

  • Simplifies the coordination of key players.
  • Vendors know what to expect and should be prepared.
  • Business recovery takes less time.
  • Reduces downtime and revenue loss.
  • Increases the likelihood of saving your business property and vital information.
  • Reduces the loss of market share.
  • Demonstrates care and concern for employees and customers by pre-planning.
  • Streamlines the insurance claims process.

Benefits of using a CRA Select Member

  • Commitment to be available 24 hours a day/7 days per week for emergency response.
  • Commitment to respond to you on a Priority basis
    • Within hours a representative should be in route or at the site
  • Verified credentials and references
    • Certifications and training
    • Licensed
    • Experienced staff
      • Subcontract relationships
    • Sufficient equipment
      • Staged or on contract
    • Financial stability
    • Agreement to use standardized pricing from Xactimate or comparable resource
    • Commitment to work with your insurance company adjuster
    • Commitment to the CRA Code of Ethics
    • Commitment to the CRA Dispute Resolution  Program

Since resources will be limited in a catastrophe, your chances of finding a qualified restorer will also be limited if not impossible. To ensure that you are adequately cared for, you should participate in the Residential Emergency Response Registration Program.

The Cleaning and Restoration Association (CRA) has pre-qualified restorers that you can select as your preferred vendor.  They will work with you and your insurance company to restore your property.  We refer to these members as “Select Members.”

The Registration Program does not obligate you to anything.  It’s simply an opportunity for you to preselect a qualified restoration company that you can call in case of an emergency or catastrophe.  Our Select members agree to respond to your emergency on a priority basis. You become a Priority Customer with the Select Member that you choose. CRA will monitor the Select Members and help to facilitate any logistical needs that arise.

Find Select Members by visiting the Cleaning and Restoration Association and search for Select Members.

CRA Select Member Search

All Select Members have completed an application process that looks at the following:

  1. A Select Member candidate must meet the following organizational requirements:
    1. Be a legally organized business entity
    2. Have a current business license where required
    3. Have the appropriate contractor’s license(s) where required
    4. Have a contractor’s license(s) bond where required
    5. Have technicians with appropriate industry certifications
    6. Be adequately insured for the services offered
  2. A Select Member candidate must meet the following business practices requirements:
    1. Have a clean BBB report
    2. Have a good financial record
    3. Have a good reputation (customer and industry)
    4. Offer a limited guarantee of their work product
  3. A Select Member candidate must agree to:
    1. Follow the CRA Customer Satisfaction and Ethical Practices
    2. Mediation or arbitration in the event of a dispute
    3. Have the above requirements monitored on a regularly scheduled basis for which a fee will be applied.

Dispute Resolution
While we hope that there will never be a dispute between a Select Member and one of their customers, we require that each Select Member agrees to handle disputes in a specified manner. Our Dispute Resolution Program is as follows:

Dispute Resolution Policy
In the best of business relationships differences may occur. Therefore, each Select Member agrees to the following procedure for the resolution of complaints as they occur.

  1. If there is a customer complaint, the Select Member agrees to address it with the customer promptly (within 2 business days if possible). The Select Member will make every good effort to resolve the issue in good faith and agrees that the following information will be recorded and submitted to CRA:
    1. What the issue is.
    2. How the customer would like to see it resolved.
    3. Any contractual language that may have a bearing on the resolution.
    4. Confirmation in writing of any agreement for resolution that was reached.
  2. If a resolution cannot be reached, the Select Member will invite a mediator to assist in resolving the issue. The mediator or mediators may be formal or informal, professional or otherwise satisfactory to both parties.
  3. If the mediation does not bring a solution, then the Select Member agrees to arbitration under the rules of the American Arbitration Association.
  4. The intent of this provision is to protect consumers and to preserve the unity and integrity of CRA Select Member program. Nothing should be construed to prevent any party from exercising its legal and constitutional judicial rights within their jurisdiction.

Code of Ethics
As providers of cleaning and restoration services to the public, we strive to apply the following principles with those that we have a business relationship.

  • conduct our business affairs with honesty and integrity;
  • to treat our customer’s property with care and respect;
  • to render our professional services consistent with current industry standards;
  • to continue to develop proficiency in our services by attending relevant training programs;
  • to share our knowledge with others in our industry; and
  • to avoid or disclose any conflicts of interest with our customers
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