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At Master Clean our main objective is to keep you informed and provide you with adequate information without overwhelming you or misleading you. We are trained and certified through multiple organizations to ensure we can do just what you expect, plus more. We invest in education to provide the proper resources for you to execute an informed decision on whether or not you require professional assistance and prepare you for the immediate actions necessary in the event of an emergency. Master Clean continues to lead the industry by producing accurate and trustworthy information, so please take your time and explore our frequently asked questions.

(If you cannot find the question or answers your looking for, don't hesitate to call. Our trained employees and owners are capable of answering any questions you may have.) 307-689-7292
Carpet Cleaning Questions:Tile & Grout Cleaning Questions:Water Damage Questions:Fire Damage Questions:Mold Damage Questions:

Carpet Cleaning Answers:

Why should I clean my carpets?
Contaminants such as dust mites, allergens, soils, sands, greases, oils, food particles, bacterias, and multiple other pollutants will eventually make there way inside our homes and specifically into our carpeting. Carpeting acts like a filter for your home, and like all filters they periodically need cleaned. Ultimately the cleanliness of your carpet will greatly effect the air quality and overall appearance of your home.

How often should I have my carpets cleaned professionally?
The frequency of cleaning will vary from one household or office to another, depending on the number of occupants and the level of usage. At a minimum, you should clean professionally once a year. Carpeting may appear to be clean on the surface, but its what you cannot see that can potentially damage your carpet and its lifespan. Soiling beneath the surface causes damage to carpet fibers making them dull and worn looking, mainly due to heavy foot traffic. It is imperative proper maintenance on carpet (such as vacuuming) be done regularly.

Why is Professional Cleaning important?
When simply vacuuming no longer removes all of the soil or you have not been able to remove spots, it's time to have your carpeting cleaned by a certified-trained professional. Carpet manufacturers also require a professional cleaning periodically for warranty purposes.

What can I do to keep my carpets looking great?
Dry soiling such as dirt and sand are the enemy. Gritty abrasive granular soil "cuts" carpet fibers, known as the sand paper effect. This cause wear, taking the luster out and leaving a dull appearance. Using a pre-entry matting system and vacuum regularly. Blot up spills quickly with absorbent materials and have your carpeting cleaning periodically.

How often should I vacuum my carpeting?
Vacuuming is the most important maintenance for carpeting. 90% of all soil is dry particulate soil, 80% of that soil can be removed with regular vacuuming. The IICRC recommends vacuuming everyday, however 1 to 2 times a week is sufficient for most homes. So vacuum away, as much as you want :)

What is our guarantee?
We offer a 100% unconditional satisfaction guarantee on our work.. If after we have done the work and there are areas that you are concerned with, such as a spot returning, we will return at no cost and re-clean the item no questions asked.

Does carpet protector truly work?
Carpet protectors are designed to protect your carpeting from permanent staining and prolong the life of the fabrics. Invented by leading carpet manufacturers, carpet protectors are in fact proven to work if applied correctly.

Why is the multi-step hot water extraction carpet cleaning method recommended by leading carpet manufacturers?
Truck Mounted Hot Water Extraction is the best cleaning method because of the size and power behind the cleaning tools. Carpet fiber is made up of many materials such as nylon, polyester, wool, etc all materials that can be washed. Carpets are extremely dense and are capable of harboring large amounts of dirt. The only way to fully remove dirt is to use water to rinse out the cleaning agents and dirt. Cleaning solutions are designed to attach and encapsulate dirt to be removed by a rinsing process. Hot water extraction is the method that uses a flushing process to remove dirt. Master Clean's Multi-step Deep Clean system uses a multi-step process. A preconditioning cleaning solution to loosen soil followed by a combination hot water fiber rinse and powerful vacuum extraction to remove both the cleaning solution and the dirt.

Do you move furniture?
All of our cleaning packages include moving the majority of furniture in the main living area. Additional prices may apply for heavier pieces of furniture. Pricing is discussed during a free no obligation estimate. For liability reasons, we do not move china hutches, entertainment systems, pianos, or other valuable belongings.

How long will the cleaning process take?
Like anything, there is varying factors in determining the time a cleaning will take. Based off of square footage, the average house takes between 1.5 and 2 hours. Keep in mind a quality cleaning is not a race, best results come from cleaners who take the extra steps to ensure the job is done right , the first time.

How long will it take to dry?
Every home is different, some carpets dry quicker than others. Certain carpets absorb more moisture therefor take longer to dry. If a proper extraction is executed carpeting should take no longer than 8 hours to dry, however the seasons can also influence dry times. At Master Clean we see dry times vary between 4 and 8 hours depending on the type of carpet, the air temperatures, and air movement.

Tile & Grout Cleaning Answers:

Why should I have my Tile & Grout cleaned when I can just mop it?
Similar to your carpet, dirt builds up over time, dulling your tile's appearance and discoloring your grout. Mopping alone can not achieve the results our professional truck mounted rotary cleaning can. In fact, when you mop your tile you often leave the grout dirtier. Mops are soft, while tile and grout are hard, allowing the mop head to only clean the surface. The dirt from the surface of the tile often times gets left behind in the grout, actually making it worse. We power down on the grout and scrub for a deep penetrating cleaning.

How often should I have my Tile & Grout cleaned?
Many factors must be considered when determining the frequency of cleaning. This includes traffic, children, pets, and routine floor maintenance. Having a sealant applied to the grout lines will extend your time between professional cleanings, but a good rule of thumb is to have it cleaned every 12 to 16 months.

How long will it take to have my Tile & Grout cleaned?
Average size floors typically take between 60-90 minutes. This time can vary between the level of soiling and the discoloration in the grout.

How long do I need to keep off my floors after having them professionally cleaned?
We recommend staying off the floors for and additional 60-90 minutes depending on the season, which can affect dry time.

Why should I have my Grout Sealed?
Grout is a porous material that is subject to absorbing spills and can easily stain. Having a sealant applied will create a protective barrier that will help resist soiling and staining.

How should I maintain my ceramic tile?
Tile maintenance should include a neutral PH Tile & Grout Cleaner, harsh cleaners like ammonia, bleach, and vinegar should be avoided because they can potentially damage grout. Regular maintenance such as mopping should be done frequently.

Water Damage Answers:

What should I do if I discover water in my home or business?
When you first discover water, don't panic! Call your insurance provider immediately to inform them of the damage. They will ask you some basic questions to gather some information regarding the extent of the damage to determine whether or not a restoration contractor is required. If you have any standing water, Call the Master promptly, time is crucial when dealing with water damage. 307-689-7292

How long does it take for mold or mildew to begin growing?
Within a matter of hours. If the damage is not taken care of within 48 hours, you can expect mold and mildew growth and may have to have mold remediation done. This is why it is so important that you get the damage cleaned up immediately.

Is Master Clean an IICRC Certified Firm with Certified Technicians?
Master Clean is an Institute of Inspection Cleaning & Restoration Certified Firm with individually Certified Technicians. This organization sets the industry standards for all aspects of the cleaning and restoration industry and you should not hire a restorer who is not a member of the IICRC-The Clean Trust.

Who is responsible for payment of the services? When do I pay my deductible?
Ultimately you, the property owner, are responsible for payment. As the property owner you will need to sign a form authorizing the work and payment. If this is an insurance claim, Master Clean generally collects only the deductible amount and bills the balance to your insurance provider as a service to you. If you have a large loss, your mortgage company may be included as a payee on the check from your insurance company, and you may need to obtain a signature from them as well. If your claim is not covered, or you decide not to file a claim, you will be expected to pay in full at the time of service. Your deductible is due immediately before Master Clean conducts any of the labor, besides the initial inspection.

How long will my property take to dry?
Drying time is determined by a combination of factors including the location, duration and source of water, the types of building materials, the weather conditions and how quickly emergency services begin. Through consistent monitoring and evaluation of the drying process, we can determine when the drying is complete. Your carpet may feel dry to the touch, but padding and sub-floors may still be wet underneath. While there are no rules to determine how long your property will take to dry, we can tell you it may take between three to five days or more, depending on the conditions.

Can I turn off the drying equipment at night?
No, it is important the equipment stay running. The equipment is strategically placed to encourage optimal drying. Turning off the equipment will only increase our drying time, the threat to microbial growth and secondary damage. Our advanced monitoring system allows us to know if the system has been operational the entire duration of the drying process.

How will I know when my property is dry?
Proper testing with our specialized equipment is the correct way to determine if things are completely dry. Just because something look and feels dry doesn't mean that it is dry! Every water job has may present stubborn or difficult wet spots, Thats why we use TES. Click Here to learn more about TES.

Do I need an estimate before I hire Master Clean?
Often the amount of the dry-out is unknown, however we utilize Xactimate software and quarterly updated price lists. Most insurance companies and adjusters write estimates from this software or something similar to it. When an adjuster has been assigned to your claim, we will explain to them what we have done to that point, then get authorization if further steps are needed. Before any repairs are made we will have an agreed estimate with your insurance company or at a minimum an authorization to begin repairs.

Does Insurance cover the damages and losses?
Yes! Most problems, especially if reported immediately to your insurance adjuster, will be 100% covered by your insurance policy (excepting your annual deductible). But remember - the best time to make sure you are covered is before you have a problem. Call your adjuster today and make sure you have adequate coverage and that it is up to date.

Do I need to wait for my adjuster?
No, you do not. It is important to get a qualified restoration specialist on site to evaluate the damage and start mitigation. By applying the appropriate restoration procedures within the first few hours of a water loss you can save thousands of dollars in secondary damage. Time is of the essence when dealing with water damage to any structure.

What can I do before Master Clean arrives?
While it is best to leave the restoration process to professionals, there are things you can do to prevent further damage and ensure your own safety.

When should I call Master Clean? Should I wait until Monday?
Master Clean Restoration Services has a 24 hour, 365 day a year technician on standby waiting to serve you. You should NEVER wait until Monday to call; if there is damage, you need to have a restoration specialist respond and evaluate the damage immediately. Even if you are unsure if there is significant damage, it is smart to call a restoration specialist to take a look at your home or business to help prevent further damage.

My Hardwood Floors are wet and buckling, do they need to be replaced?
We use a specialized drying system which enables wood floors to dry efficiently. Because of hardwood's density, the drying process can take three weeks or more. Your insurance company can work with you to determine whether floors will need to be refinished or replaced.

What about my wet furniture?
The extent of damage and the construction of the furniture will determine if your furniture can be restored. Your furniture must be dried before damage can be adequately assessed. Non-salvageable furniture will be documented for you and if any items need to be discarded, a customer release form will need to be signed.

In addition to drying my structure, do you handle the reconstruction as well?
Master Clean will be responsible for just the dry-out. Our affiliate company, JAS Construction will facilitate any reconstruction needs. This approach makes sense for many clients since our Project Managers are already familiar with the situation and are already in contact with the insurance adjuster.

Fire Damage Answers:

My property has just suffered a devastating fire. What do I do now?
A Master Clean Professional is here to help. A fire is a disastrous event that turns people's lives upside down. We understand what you are going through, and our highly trained staff is here to help you every step of the way. We will come out to inspect your damages, and ease you into the recovery process. We can work with your insurance company to get repairs started immediately. We can also help you understand the entire process, so you can feel less overwhelmed. We're just a phone call away. 307-689-7292

How long will the restoration process take?
There are varying factors involved in fire and smoke damage restoration. Occasionally it is difficult to predict exactly how long the complete restoration process of your home or business will take. Our technicians will give you estimates on dates and stages of the restoration project and keep you posted on progress.

Can I clean it myself?
For best results, do not try any self-cleaning without first consulting Master Clean. It is important to pretest, use the right cleaning agent for the particular item, mix deodorizing agents with cleaning solutions, and use correct dilution rates to achieve best results. Our trained technicians use our professional cleaning system products to give you the best chance for complete restoration of your belongings.

What are some safety concerns?
At Master Clean, occupant and worker safety is top priority. During initial inspection, safety hazards are identified and addressed, including debris removal, air quality, electrical hazards, slip and trip hazards, etc. Burnt electrical cords and appliances are separated out for disposal, and questionable electrical appliances are unplugged and tagged for evaluation or safe operation. Electrical power may be turned off until evaluation by a licensed electrician.

How do I keep track of my non-restorable items?
We recommend that you make a list of items (including food items) deemed non-restorable. Make a copy for your insurance company and keep one for yourself. We will also help you offer our professional opinion on whether or not an item can be restored.

Do I need to move out of my property during the process?
This is ultimately your decision. Some things you may want to consider are safety concerns, odors, electricity, noise from equipment, etc. If vacating your premises for any length of time, consider the following: forward your mail to your temporary residence; stop newspaper and other deliveries; notify all utility companies of temporary suspension of services. Please make sure proper notice is given to your landlord.

Does my personal property need to be moved away from the premises?
Depending on the source, nature and extent of the fire, it may be best to remove all belongings to secure facility for cleaning, storage, and to make room for restoration or construction. Master Clean will work with you and your insurance claim representative to manage this process.

Will I have access to my possessions while they are in storage?
Yes. With advanced notice we can schedule time for a Master Clean technician to meet with you and provide access to any requested items.

Mold Damage Answers:

What causes Mold and Why is it growing in my home?
Molds are part of the natural environment. Outdoors, molds play a part in nature by breaking down dead organic matter such as fallen leaves and dead trees, but indoors, mold growth should be avoided. Molds reproduce by means of tiny spores; the spores are invisible to the naked eye and float through outdoor and indoor air. Mold may begin growing indoors when mold spores land on surfaces that have excessive moisture content. There are many types of mold, and none of them will grow without water or moisture.

How quickly can Mold grow?
Typically in a home situation, mold is caused by excessive moisture such as a chronic water leak in a basement. When an imbalance occurs in the environment, mold spores begin to grow within 48-72 hours. However the rate of growth will be dependent on all the factors listed above - available food, moisture level, temperature, etc.

How is Mold removed?
Contaminated materials should be carefully evaluated before beginning mold remediation. Generally accepted remediation procedures for mold contamination include discarding drywall, carpet, ceiling tiles, particle board, insulation and similar porous materials. Semi-porous materials such as wood, brick, concrete and plywood can be remediated using abrasive methods depending on their structural integrity.

Can Molds affect my health?
According to the EPA, "When moisture problems occur and mold growth results, building occupants may begin to report odors and a variety of health problems, such as headaches, breathing difficulties, skin irritation, allergic reactions, and aggravation of asthma symptoms."

What is Black Mold?
There are many molds that are "black" however Stachybotrys is regarded as a threat to human health and is generally referred to as "black mold".

Do you do Mold Testing?
Yes. However we provide this service through an independent lab and it is done when requested. If a serious mold situation develops, it is suggested that a hygienist be contracted who would develop a protocol for comprehensive mold remediation.

Is Mold Damage covered by my insurance?
Mold exclusions are now included in most homeowners and commercial property insurance policies. However, covered water losses are typically the main source of mold growth and therefore, your insurance company should be responsible for the cost of the mold abatement provided the building item is damaged by water first. Mold on a water damaged wall, floor or other building items is a sign the item was wet thus water damaged allowing the mold to grow.

Where can molds be found?
Mold in the home can usually be found in damp, dark or steam filled areas e.g. bathroom or kitchen, cluttered storage areas, recently flooded areas, basement areas, plumbing spaces, areas with poor ventilation and outdoors in humid environments.