Do you serve my city, town or ZIP code?
Alamo Heights & Terrell Hills is inside the territory this office covers, along with Camelot & East Terrell Hills, Cibolo Canyons & TPC Parkway, Denver Heights & Highland Park, Downtown, the Pearl & Government Hill, Encino Park and Fair Oaks Ranch. Coverage follows your address rather than how far out a town sounds, so if you are near the edge of that list, give the cross streets or your ZIP code on the call and you will get a straight yes or no before anyone is scheduled.
The town I am in is not the one in your name — do you still come out here?
The city in the office name is where it is based, not the limit of where it works: Camelot & East Terrell Hills, Cibolo Canyons & TPC Parkway, Denver Heights & Highland Park, Downtown, the Pearl & Government Hill, Encino Park and Fair Oaks Ranch are covered the same way Alamo Heights & Terrell Hills is. Franchise territories are drawn by area rather than by the single town on the sign, which is why the name on the door and the town on your mail often differ. Confirm your address on the call rather than ruling yourself out.
How quickly can a crew reach my address?
That depends on where in Alamo Heights & Terrell Hills you are, the roads, and what the crews already have running, so any single figure published here would be guesswork. The phone is answered around the clock, and you get an honest arrival window for your own address on that call. If water is still coming in, say so first — the steps to take while you wait matter more than the drive time.
Do you work on rentals, condos, businesses and manufactured homes here?
Rentals, condos, storefronts, restaurants and manufactured homes are all routine work, and the building type changes the access and the drying plan more than it changes the method. ANSI/IICRC S500 sorts a loss into Class 1 through 4 by how much water the structure absorbed and how hard it is to dry, which reads the same in a crawl space as in an office. Who pays — owner, tenant or association — is set by your lease, declaration and master policy, so read yours.
Do you handle fire and smoke damage restoration, or only water damage?
Both. Fire and smoke work is its own discipline with its own standard, ANSI/IICRC S700, covering soot removal, odor control and the cleaning of surfaces flame never touched. Smoke residue sorts into four types — dry, wet, protein and fuel oil — each cleaned differently, so the scope comes from an inspection of your specific loss rather than from a list set in advance. Water damage follows a separate standard, S500, and many fire losses involve both.
Can smoke smell from cigarettes or marijuana actually be removed, or only covered up?
Masking fails because smoke odor is residue sitting on surfaces, not air. Deodorization works in four stages: remove the source material, clean every surface holding residue, treat what remains, then seal what cannot be cleaned. ANSI/IICRC S700 puts source removal before any sealing, and that holds for tobacco or cannabis alike. The EPA and CDC describe residual tobacco smoke settling into walls, carpet and dust long after the smell fades. Heavy saturation often means replacing some materials, and every house differs.
Can you keep the smell from spreading to the rest of my house while you work?
Containment comes first, before any cleaning. The work area is sealed with sheeting and held under negative pressure so air moves into the zone rather than out into the rest of the home, then exhausted through HEPA filtration, which captures 99.97 percent of particles at 0.3 microns, the hardest size to catch. IICRC S520 describes the same containment principle for mold work. How much enclosing a home needs, and how completely it holds, depends on how far residue already traveled.
How do I tell whether a smell is on the surface or coming from inside the wall?
Press a damp white cloth on a hidden patch. If residue transfers and that spot goes quiet, it was surface odor. If it returns a day or two after cleaning, or sharpens when the heating and cooling system runs, the source sits in a wall cavity, insulation or ductwork. ANSI/IICRC S700 treats odor as residue to be located, not covered, and protein residue leaves almost no visible mark while carrying strong odor, so a cloth coming back clean does not rule it out.
