Who does contents pack-outs after a fire or flood?

Contents pack-outs are done mainly by fire and water damage restoration companies, often the same firms that dry out and repair the house. Some specialty contents-cleaning and moving firms do them too. Start by calling your insurer, then compare two or three companies on experience, references, a written estimate and a clear contract.

Who does the work

• Restoration companies. The usual choice, because they already do the drying, smoke and soot cleanup and rebuilding, and can inventory your belongings as part of the same job. Many have their own cleaning facilities and storage.
• Contents-focused firms. Some businesses specialize in cleaning and handling contents only, including textiles, electronics and art, and work alongside whoever repairs the structure.
• Movers and packers. They can box and transport items, but may not clean smoke- or water-damaged goods. Ask directly.
• Specialists. Artwork, antiques, rugs, books and electronics may be sent to a specialist for treatment. The EPA says that if you are unsure about how to clean an item, or if the item is expensive or of sentimental value, you may wish to consult a specialist.^[3]

Start with your insurer

Ready.gov advises that if you are insured, contact your insurance company for detailed instructions on protecting your property, conducting inventory and contacting fire damage restoration companies.^[2] Ask what the policy pays for contents and storage, whether the company has requirements for who does the work, and whether it wants to see damaged items first. The Virginia Bureau of Insurance says you should not dispose of any items that you believe may be a complete loss until the company representative has examined them.^[1]

Ask your insurer directly whether you may choose your own company. Whatever the answer, get your own written estimate and references.

Questions to ask each company

• Do you handle contents cleaning and storage, or only drying and repairs?
• Who does the cleaning, here or at a specialist, and for which kinds of items?
• How will you inventory and photograph items, and do I get a written copy before anything leaves?
• Where are my belongings stored, how is the space secured, and what insurance covers them there and in transit?
• What is the monthly storage rate, and what happens if repairs take longer?
• Who will be in my house, and are they employees or subcontractors?
• Have you worked with my insurer, and how do you bill?
• Can I have references from recent fire or water jobs?

The Bureau advises that you deal only with established firms or individuals who can provide references and are willing to give you a signed contract.^[1] On specialists, the EPA says: be sure to ask for and check references. Look for specialists who are affiliated with professional organizations.^[3] For a mold or contaminated-water loss, the EPA adds that you should make sure the contractor has experience cleaning up mold,^[3] and call in a professional who has experience cleaning and fixing buildings damaged by contaminated water.^[3]

Licensing and disaster scams

If the company will also repair the house, licensing applies. DPOR's guidance says that if the work you are considering is valued at $1,000 or more, a valid Virginia Contractor's License is required for the license category in which the contractor is to work.^[5] By hiring a licensed contractor, you become eligible to receive monetary compensation from the Contractor Transaction Recovery Fund in case of improper or dishonest conduct.^[5] Ask the company what its licence covers and what it does not.

DPOR warns people to beware of fraudulent and unlicensed contractors in the aftermath of natural disasters.^[4] It says the best protection is verifying a prospective contractor has a legitimate license in Virginia using DPOR's License Lookup Tool or by calling (804) 367-8511.^[4] Its scam signals include high-pressure or scare tactics, escalating prices, and deals that sound too good to be true.^[4]

Compare estimates and sign carefully

DPOR advises that you get at least three estimates whenever possible,^[4] and insist on a written contract and do not sign anything until you understand the terms.^[4] On payment, DPOR's rule for contractors is: Limit your deposit. Pay 10 percent down or $1,000, whichever amount is less.^[4] It adds that you should not let payments get ahead of the work and should not pay cash.^[4] The Bureau of Insurance says it is highly unlikely that a reputable contractor would request full payment in advance. It also says: do not sign any contracts for major repair until the company representative has determined how much damage there is and how much the company will pay.^[1] For what the estimates should contain, see how much a contents pack-out costs after a fire or flood in Virginia.

Stop and call a pro if

• Someone shows up unasked and offers to pack your things. DPOR lists high-pressure or scare tactics, escalating prices and deals that sound too good to be true as scam signals.^[4] Say no and call your insurer.
• The loss involves sewage, floodwater or mold. Do not pack it yourself; use a professional experienced in cleaning contaminated-water damage.^[3]
• A company will not put its terms in writing or asks for cash or most of the money up front.
• You are unsure what is salvageable or the items are valuable or irreplaceable. A specialist is a safer call than guessing.^[3]

Next steps in Virginia

Read what a contents pack-out is and when you need one, then how to choose a water damage restoration company. Browse restoration services or more restoration answers.

When you are ready, describe the loss once and local restoration businesses quote it.