These are the questions people in Dallas-Fort Worth ask most when water or mold turns up. Each answer is short and points to a page with the full story and its sources.
Jump to a topic: the line, the emergency, drying and repair, insurance, mold, hiring a company.
About the free line
What happens when I call?
An automated assistant answers (469) 649-7066 at any hour and asks what you need. Water damage calls are transferred to an independent DFW restoration company; mold removal calls go to an independent mold remediation company. Each company hears a short summary before it picks up. The number also answers other home service calls, so open with "water damage" or "mold."
What does it cost?
Nothing to you. The line sends callers no bill. A company may pay it a fee for the referral. The company you hire charges for its own work and sets its own prices.
What if the company does not answer?
The company is given your name, callback number, city and problem so it can phone you.
Can I get a mold test through the line?
Mold testing calls are taken as a message (your name, number, address and need) rather than transferred, and no promise is made about when or whether a test will be arranged. The mold testing page explains why testing is a separate, licensed job in Texas.
Which towns does it cover?
Dallas, Fort Worth and the suburbs in Collin, Dallas, Denton, Ellis, Johnson, Kaufman, Parker, Rockwall and Tarrant counties. The service areas page lists every town with its own page.
In the middle of the emergency
What should I do first?
Close the main water valve if the path to it is dry and safe. In Dallas, 311 reaches Dallas Water Utilities at any hour for an emergency turn-off at the meter; Fort Worth Water's 24 hour emergency line is 817-392-4477, option 1. Other cities run their own lines, listed on each town page.
Is it safe to walk in the water?
Not if it is near outlets, cords or appliances, and not if it is sewage or floodwater. Shut the power off at the panel only when you can stand on dry floor to do it. Otherwise call Oncor at 888-313-4747 or an electrician.
I smell gas. What now?
Leave right away. From outside and a safe distance, call 911 and Atmos Energy's 24 hour line, 866-322-8667. Do not switch lights or use anything that could spark.
Should I take pictures before cleaning up?
Yes. Wide shots of each room, close-ups of stains and waterlines, and photos of damaged belongings before anything is thrown out. Your insurer will likely ask for them.
Drying and repairs
How long does drying take?
It depends on how much got wet, what the materials are and the water category. Dense materials like hardwood, plaster and concrete take longest; the IICRC calls those Class 4 jobs. Ask the company to show you moisture readings so you can see progress. The first 48 hours guide covers a typical timeline.
Why did the company cut my drywall?
Wet drywall and insulation hold water against the studs. Opening the lower wall lets air reach the cavity. Drywall touched by sewage or floodwater, which is Category 3 water, is usually removed rather than dried.
What is the difference between clean, gray and black water?
Under the ANSI/IICRC S500 standard, Category 1 is clean water from a sanitary source, Category 2 is gray water with significant contamination such as washer discharge, and Category 3 is black water such as sewage or rising floodwater. Clean water can worsen with time and heat.
Who fixes the pipe?
A plumber. The restoration company dries and repairs the damage the water caused. On a slab leak or a burst pipe, you usually need both.
How much will it cost?
Prices are not set or quoted by the line. The company you hire gives its own estimate after seeing the damage. The cost guide looks at what pushes a job's price up or down and lists published ranges, each with its source.
Insurance and flood coverage
Is flooding covered by a regular home policy?
No. Texas Department of Insurance guidance is clear that a home policy leaves out flood damage; flood needs its own policy, for example from the National Flood Insurance Program. FEMA says an NFIP policy generally takes effect 30 days after purchase, with limited exceptions, so buying one after the forecast turns bad usually comes too late.
What about mold?
TDI says mold on an item damaged by a covered water loss may be covered, while mold from a gradual leak usually is not. Ask your insurer what your own policy says about mold.
Is a sewer backup covered?
Many home policies leave out sewer and drain backup unless a water backup endorsement was added. Ask your insurer whether your policy includes water backup coverage, and read the sewage cleanup page for safety steps.
Can the insurer deny my claim if I wait?
According to TDI, failing to keep the damage from growing can give your insurer a reason to turn down the claim. Stopping the water and starting drying are part of that.
Mold
Who is allowed to remove mold in Texas?
Licenses come from TDLR, the state's licensing agency, which covers mold remediation contractors and mold assessment consultants. Small areas, under about 25 contiguous square feet in most cases, generally fall outside the license rules. Larger jobs done for hire generally call for licensed professionals, and a TDLR notification is required when remediation covers 25 contiguous square feet or more.
Can the same company test and remove my mold?
Not on the same project. TDLR does not allow one license holder to do both the assessment and the remediation. The assessor writes the protocol; a separate remediator follows it.
How do I check a mold license?
Search the person or company on the TDLR license search. After a successful regulated job, you should receive a Certificate of Mold Damage Remediation.
Will TDLR inspect my home?
No. TDLR does not inspect or test homes for mold, and it cannot make a landlord clean up mold.
Is it safe to stay in a house with mold?
That is a health question for a doctor, especially for anyone with asthma, allergies or a weak immune system. Keep people away from visible growth and do not disturb it. More on the mold removal page and the mold remediation page.
Hiring a company
Does the line check the companies' licenses?
The line does not vouch for any company's licenses, certifications, insurance or ratings. Check those yourself before you sign.
What should I ask before signing?
- Will you give me a written estimate before starting?
- What water category and class do you see, and what will you remove?
- Is your firm on the IICRC Global Locator, and do your technicians hold WRT certification?
- Can your insurance agent send me a certificate of insurance?
- Who handles the rebuild once the house is dry?
The guide to checking a company covers each question in detail.
Not sure whether you need water extraction, a plumber, a mold company or all three? Call and describe it in your own words. The company you are connected with looks at the damage in person and puts its estimate in writing before work starts.
About this line: Water Damage Pro Dallas is a free phone line, not a restoration or mold company. It answers your call and connects you with an independent local company, which inspects, quotes and does the work, and which you pay directly. Companies may pay a referral fee. Calling the line costs you nothing. See how a call is handled.