You will be satisfied with American Restorations work
Call your project manager immediately. Don’t wait until the job is done to raise a concern. If something doesn’t look right or wasn’t what you expected, tell us while we’re still there.
We don’t consider a job complete until you’re satisfied. That’s not a slogan — it’s how we operate. If you have concerns after we’ve finished, call 303-816-0068 and we’ll come back and address them.
Your insurance company is paying for professional restoration. If the work doesn’t meet standard, that’s a problem that needs to be fixed — not explained away. We’ve been doing this for over 30 years. Our reputation in these mountain communities is worth more than any single job, and we act accordingly.
Talk to Your Project Manager First
Every job has a dedicated project manager. That’s your first call when something isn’t right.
Project managers are accountable for their jobs from start to finish. When you raise a concern, they have the authority to stop work, adjust scope, bring in additional resources, or redo something that wasn’t done correctly. They’re not a message relay to someone else. They make decisions and they act on them.
What can happen is a customer noticing something that bothers them but not saying anything because they don’t want to cause trouble. That’s the opposite of what we want. A concern raised during the job is far easier to address than the same concern raised after we’ve demobilized, cleaned up, and closed out the paperwork. Tell us while we’re there.
If you’re not sure whether your concern is valid — whether what you’re seeing is a real problem or just how restoration work looks mid-process — ask. There are stages of restoration work that look alarming if you’re not used to seeing them. Opened walls, removed flooring, equipment running for days — these are normal parts of the process. Your project manager can walk you through what’s happening and why. Sometimes a concern turns into a question that gets answered. Sometimes it turns into work that needs to be redone. Either way, asking is always the right move.
After the Job Is Complete
If a concern comes up after we’ve finished and you didn’t catch it at the final walk-through, call 303-816-0068 directly.
We do a formal final walk-through with you before closing every job, specifically to catch anything that needs attention while we’re still set up to address it. But things sometimes show themselves later — after you’ve lived in the space for a few weeks, after a paint color dries fully, after the repaired area has gone through some temperature changes.
Post-completion concerns that fall within our warranty terms get handled as warranty calls. We schedule a return visit, assess the issue, and fix it at no charge if the problem traces to our workmanship. The warranty terms for each type of work are documented in writing before the job starts, so there’s no ambiguity about what’s covered.
Concerns that fall outside warranty terms — new damage, pre-existing conditions we documented at the start, or maintenance issues — get explained clearly. If work is needed, we’ll give you options. What we won’t do is tell you it’s not our problem and leave you with nowhere to go.
What We Do When Something Goes Wrong
A common thing seen in the industry is contractors who get defensive when customers raise concerns. The complaint becomes an argument. The customer ends up feeling like they have to fight for something they already paid for.
That’s not how we handle it.
When a concern comes in, we listen to what’s being described, we come out and look at it in person, and we make an honest assessment of what happened and what needs to be done. If we made a mistake, we own it and fix it. If the issue is something outside our control or scope, we explain that clearly and help you understand your options.
Thirty years of doing this work includes jobs where things didn’t go perfectly. What those situations taught us is that how you respond to a problem matters as much as avoiding problems in the first place. Customers who had a concern handled well tend to recommend us more strongly than customers whose jobs went smoothly from start to finish. Being treated fairly when something goes wrong builds more trust than a flawless job ever could.
The Standard We Hold Ourselves To
Our IICRC Triple Master Certification sets the technical standard for our work. Fewer than 4% of credentialed restoration professionals reach that level. That certification means we’re held to a published, verifiable standard — not just our own judgment about what’s good enough.
When a job is done right, it can be documented and defended against that standard. Daily moisture logs confirming proper drying. Photo documentation showing what was found and how it was addressed. Moisture readings at completion confirming target levels were reached. If you’re not satisfied and you want to understand why, we can walk through that documentation with you and show you exactly what was done and whether it met IICRC requirements.
If the documentation shows the work met standard and you’re still not satisfied, we keep talking until we understand what the disconnect is. Sometimes there’s a communication failure somewhere in the job that left expectations misaligned with what was actually agreed to. We’d rather surface that and resolve it than leave it unaddressed.
The Bottom Line
Your satisfaction is how we measure whether a job is done. Not whether the equipment is packed up. Not whether the invoice is submitted. Whether you’re satisfied.
If you’re not, call 303-816-0068. We’ll come back, look at it, and make it right.
303-816-0068 — American Restoration — Not Done Until You’re Satisfied
