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SERVPRO Commercial Services: The MVP for Property Manager Emergencies

11/18/2020 (Permalink)

Commercial Services for Property Manager Emergencies SERVPRO Commercial Services: The MVP for Property Manager Emergencies

As the go-between for property owners and tenants, property managers have to juggle many responsibilities -- finding new tenants, fielding questions and complaints, performing inspections, overseeing landscaping and maintenance repairs, securing the property, and ensuring the building’s appearance remains tiptop. 

Fortunately, when it comes to handling fire, water and contamination cleanup emergencies, property managers have a secret weapon that’s just a phone call away: SERVPRO’s Disaster Recovery Team

We get it. There’s never a convenient time to clean up from fire damage, water damage or a biohazard contaminant. Every minute spent cleaning and restoring a business or property results in lost time, revenue and productivity. 

When a disaster or emergency strike, our commercial services team is ready to respond -- 24 hours a day and seven days a week -- regardless of a commercial property’s size or scope of the damage. 

From retail to residential and manufacturing to motels, SERVPRO’s commercial services team helps make it “Like it never even happened,” so property managers can focus on their other roles.

  • If a husband and wife test positive for COVID-19 just two days after vacating their high-rise apartment, we’ll get it Certified: SERVPRO Cleaned in no time so it’s ready for the next tenant. 
  • If a massive storm floods a mom-and-pop ice cream shop, we’ll respond immediately to tackle initial storm cleanup and damage mitigation and rebuild the affected areas. 

  • If there’s a funky smell coming from somewhere in a 10,000-square-foot manufacturing plant, we’ll locate the source of the offensive odor and eliminate it. 

  • If a fire sprinkler system fails during the grand opening weekend of a retail boutique, we’ll clean the property and manage the restoration process - from start to finish.   

  • If an electrical fire breaks out in the middle of the night at a restaurant dining room, we’ll restore it to pre-fire condition -- from fire and smoke damage to odor control and upholstery and fabric cleaning. 

  • If an older apartment building has mold infestation from a slow roof leak, we’ll prevent it from spreading to other parts of the building and remove it through our commercial mold remediation process.

24/7 restoration and cleaning services for commercial buildings

Although SERVPRO of Northwest Charlotte is part of a national network of 1,700-plus franchises, we’re locally owned and operated and part of the Mecklenburg, Lincoln, and Gaston communities. Our commercial services team members are employees, not contractors. That means when property managers call us about an emergency water leak or hazardous cleanup, we can respond quickly.

For questions, contact us anytime at (704) 393-7890 or request help online.

Water Damage Repair: When It’s Time to Ditch the DIY and Call the Pros

11/12/2020 (Permalink)

Water Damage Repair - image of couple dealing with water damage Water Damage Repair: When It’s Time to Ditch the DIY and Call the Pros

After working a 60-hour week, all Joan wanted when she left the office late Friday night was to unwind by taking a hot bath with a mug of chamomile tea, hummus and cracker platter, and the latest Patricia Cornwell mystery. 

But things took a “wet” turn when she fell asleep in the bathtub with the water running. Joan awoke in a panic hours later to her husband, Steve, screaming her name. He had come home from bowling night to a flooded living room and water flowing down the stairs. The couple assessed the water damage and *thought* they could handle it themselves with help from DIY YouTube videos and bribing their friends with pizza and beer. 

Do-it-yourself vs. calling the pros

What if a tree falls on your home and a storm dumps an inch of water in your now-exposed attic? Or, if your condo’s bedroom shares a wall with a neighbor’s living room that catches fire and is doused with 300 gallons of water? Or, if the dark stain on the ceiling in your daughter’s bedroom is expanding by the day? 

In each of these instances, the wisest decision you can make is to pick up the phone and call in the pros. Or the SERVPROs, if you will. 

Not only does water damage affect your home’s structural foundation, but it also creates an ideal environment for mold and mildew to grow, termites and carpenter ants to move in, and powerful odors to fill your living spaces. To fully restore and dry your property - and have the validation and documentation to back it up - you need specialized training and equipment. And that’s where SERVPRO comes in.

Ongoing training + latest technology = bye-bye moisture

Our local technicians are well-prepared to tackle any water damage emergencies - long before they ever set foot in your home. In addition to earning the Institute of Inspection Cleaning and Restoration Certification, they complete Employee Certification Training and a 15-day hands-on course. Continuing education classes keep the water restoration team informed on scientific drying principles and the latest technology. 

Their extensive education and training come into play when they arrive at your home with all the tools they need to restore it to pre-water damage condition: Moisture detection and measurement equipment, including an infrared camera. Powerful water extraction pumps and vacuum units to speed the drying process. Industrial strength air movers and dehumidifiers to pull water vapor from the air. And thermal foggers, deodorization machines, and sanitizing agents and treatments to eliminate odors.

Tips to help prevent water damage

While our specialists are available at a moment’s notice for any water damage or restoration emergency, there are a few DIY steps homeowners can take to avoid them. 

  1. Clean - Keep those gutters clean to ensure proper drainage and direct downspouts at least five feet away from your home. Whenever possible, slope your yard away from the foundation.

  2. Test - At least once a year, check your sump pump. During heavy storm seasons, test it more frequently. 

  3. Fix - Keep on the lookout for dark spots under pipes and on ceilings. If you notice leaks or dripping pipes, get them fixed. Also, repair cracked caulking and inspect for missing, loose or damaged roof shingles. 

And for Joan’s case, we’ll add one more tip: Self-care is important, but please don’t fall asleep in the bathtub with the water running!

24/7 water damage and restoration assistance

Although SERVPRO of Northwest Charlotte is part of a national network of 1,700-plus franchises, we’re locally owned and operated and part of the Mecklenburg, Lincoln, and Gaston communities. Our water damage and restoration experts are employees, not contractors, which means our team can respond faster to emergencies with a proven water damage restoration process and the most advanced technology and equipment. For questions, contact us anytime at (704) 393-7890 or request help online.

Top Causes of Summer Fires

7/13/2020 (Permalink)

Grill Fires

In the summer months, many people grill outdoors for various holidays and barbecue dinners. In fact, 5,700 home grill-related fires occur each year. Fifty-seven percent of these fires happen in just four months—May, June, July, and August. Grill fires happen when someone mishandles the igniting of the grill with a spark, ember, or flame. Fire hazards derive from cooking with things like coals, charcoals, or ashes. Often times there are mechanical issues with the grill like broken containers or broken pipes that can also increase the risk of fire.

Take preventative measures by checking your grill’s condition before the grilling season begins. Clean the grill, the drip pan, and anything that could have grease on it from previous barbecue dinners. Inspect each part of your barbecue to make sure everything is attached properly. Additionally, be sure you are in a grill-friendly environment free of branches, roofs or any sort of overhang when igniting the grill. Be prepared for a fire, as grease and fat are likely to catch on fire. Keep baking soda near the grill in case a grease fire breaks out.

Air Conditioning Fires

About 2,300 residential air conditioners start fires each year. These fires are usually the result of inadequate wiring while having to deal with heavy electric loads, short circuits, or other electrical malfunctions. It’s not just the AC that catches on fire, if your AC heats up, flammable materials near your unit can catch on fire. Fires are most likely to occur when it’s hottest outside—between 2 and 8 p.m. While it can sometimes be impossible to be comfortable in your home without the AC on, there are ways to keep your home cool even if you don’t have the AC on all day.

Inspect your air conditioner’s wiring systems each year to prevent these types of fires. Also, find ways to use the AC less during the day. Not only will you save money, you can save your home from a potential fire. Using fans, keeping windows open during the night, and closing blinds during the day are just some ways you can keep your house cool without AC.

Arson Fires

Arson fires are the third-leading cause of fire injuries and fatalities. These fires usually peak in the month of July especially around the Fourth of July holiday since it’s not only firework season, but the weather is usually quite dry and hot, too. It is important to properly store any unused fireworks so they aren’t at risk of accidental combustion or misuse.

Smoking Fires

Smoking fires are common throughout the year but it’s important know they are the leading cause of summer fires. These fires start by improperly putting out cigarettes. If you’re outside enjoying activities like camping, be careful when smoking. Keep used cigarettes off the ground, and make sure they are properly put out before throwing them away so any dry grass nearby doesn’t catch on fire.

Summer is a time to get out and have fun. But the weather isn’t the only thing that heats up during these few months. Be aware of the risk of fires and prepare by checking the batteries in your smoke detectors and having functioning fire extinguishers. If you find yourself faced with a fire emergency this summer, don’t hesitate to call us

Disinfecting versus Sanitizing

6/17/2020 (Permalink)

There is a common misunderstanding between the terms sanitized and disinfected. These have a tendency to be used interchangeably. 

It is very important, during the current pandemic, to understand the difference. When hiring a company to come and clean your home or commercial property, it is important to verify that they disinfect the space. Disinfection is the destruction of viruses, bacteria and fungi on surfaces. Sanitation is removing visible contamination and debris. 

When you call SERVPRO of Northwest Charlotte to proactively or re-actively clean your property, we use CDC approved disinfectants to clean surfaces. When you call SERVPRO of Northwest Charlotte you know your needs and concerns will be met with efficiency and professionalism. Our crew members are highly educated and trained in their field of expertise and will be there to help any questions and put your mind at ease during these stressful times. 

Plan for the Unthinkable

6/3/2020 (Permalink)

When running a business and owning a commercial property, there are a lot of details that go in to securing the facility. Setting up insurance, hiring the correct employees or companies to perform maintenance and ensuring the building is in tip top shape. 

It is also important to know where all of the emergency shut offs are. SERVPRO of Northwest Charlotte is here to provide a FREE service to help you feel more comfortable. Water losses and fire losses in the commercial industry can be devastating. Our main concern is helping you be able to return to performing your work in a safe environment. We have a program known as the Emergency Response Plan. We will come out to your sight, locate all of the electrical breakers, the water shut offs and so on. This document can be printed and given to who is in charge of facilities on site, or can be accessed through our FREE application that can be downloaded on a phone or tablet device. 

The document will explain in detail, as well as showing photos, of the locations of all the important "to knows". We also include all of the emergency departments that everyone may not be aware of. We include the information of the nearest hospital, the local fire department, the local police department, the water company and the electric company, etc. This program is to help  you prepare and stop disasters. Are you prepared?

Proactive Disinfecting: Helping businesses avoid COVID-19 emergencies

5/22/2020 (Permalink)

Commercial cleaning and disinfection when you need it the most Commercial cleaning and disinfection for Charlotte area Businesses.

As coronavirus restrictions begin to ease and more commercial activity is allowed throughout the Charlotte area, business owners and property managers remain focussed on maintaining healthy and safe work environments. How? With professional standby cleaning services that provide peace of mind to employees, vendors, clients and customers.

Commercial cleaning when you need it

Proper cleaning and disinfection routines can significantly reduce or eliminate COVID-19 on surfaces and objects in workplaces, offices and facilities. With deep cleaning and disinfecting now integrated into the new normal, businesses can rely on experts who deal specifically with biological contaminants. 

The SERVPRO of Northwest Charlotte commercial cleaning team is fit-tested for full-face respirators and trained in biohazard cleaning protocols. Our deep cleaning experts are employees, not contractors, with more resources and the most effective equipment

With our standby cleaning services, business owners can minimize disruptions while still ensuring their offices, buildings and facilities are thoroughly and professionally cleaned. For example, if a property manager calls us with a last-minute request for a facility deep cleaning that same night, we can take care of it. A contractor, however, has limited resources and might not be able to offer such a quick turnaround. 

Viral cleanups: What we do, what we know

Whether you're addressing ducts, carpet, vents or equipment, ongoing maintenance cleaning will help keep your property looking professional and help prevent some maintenance issues. But the coronavirus pandemic requires business owners to disinfect any high-touch surfaces regularly.  

Examples include tables, hard-backed chairs, doorknobs, light switches, countertops, handles, desks, toilets, faucets, sinks, fixtures and electronics (phone receivers and keypads, computers, keyboards, tablets, touch screens, kiosks and remote controls). 

Other commercial spaces that may require deep cleaning and disinfecting include:

  • Sales counters
  • Water fountains
  • Soda and snack machines
  • Kitchens, break rooms and food areas
  • Bathrooms
  • Meeting rooms and classrooms
  • Shelving and racks
  • Carpets, rugs and drapes
  • Furnaces and air conditioners
  • Elevators and stair and escalator handrails
  • Playground and fitness equipment

Whether the job requires sanitizing agents, germicides or antimicrobial treatments, SERVPRO of Northwest Charlotte only uses OSHA-approved cleaning agents to eliminate contaminants. And, our cleaning experts adhere to Centers for Disease Control (CDC) and local authority guidelines related to COVID-19 exposure and cleaning procedures.

Standby cleaning at your service

Although SERVPRO of Northwest Charlotte is part of a national network of 1,700-plus franchises, we’re locally owned and operated and part of the Mecklenburg, Lincoln and Gaston communities. 

Our team can handle any commercial cleaning needs: proactive cleaning when there aren’t confirmed coronavirus cases or known coronavirus exposure; deep cleaning for possible coronavirus exposure; and reactive cleaning if there’s a confirmed coronavirus case. For questions, contact us anytime at (704) 393-7890 or request help online

Certified Cleaning and Disinfecting

5/21/2020 (Permalink)

SERVPRO of Northwest Charlotte is here to help you feel confident with reopening your business or commercial property. It is important to make your employees and customer feel safe and confident in returning by creating a safe, and clean environment. Trust in us to help you! We have implemented use of Certified: SERVPRO Cleaned signs that should make your employees and customers feel safe when returning!

We are prepared to clean and disinfect your home or business, according to protocols set forth by the Centers for Disease Control and Prevention. We have years of experience in dealing with biological contaminants, and we will go beyond the scope of work that regular janitorial staff perform on a daily basis.

The CDC encourages cleaning of high-touch surfaces such as counters, tabletops, doorknobs, light switches, bathroom fixtures, toilets, phones, keyboards, tablets and tables. Other spaces mentioned in the CDC’s guidance for commercial spaces include:

  • Kitchen/Food Areas
  • Bathrooms
  • Schools/Classrooms
  • Offices
  • Retail Spaces
  • Water Fountains
  • Shelving/Racks
  • Sales Counters
  • Carpets and Rugs
  • Stair Handrails
  • Elevator Cars
  • Playground Equipment
  • Fitness Equipment

SERVPRO of Northwest Charlotte uses hospital-grade disinfectant, as recommended by the CDC. While there is no product tested against this particular strain of virus, we are following all guidelines provided by the CDC and local authorities. 

SERVPRO of Northwest Charlotte is prepared to clean your business/commercial property. Give us a call at 704-393-7890.

Reactive Disinfecting - "Like it never even happened."

5/15/2020 (Permalink)

When someone known to have COVID-19 is exposed to a workplace or facility, the response must be thorough and swift, while keeping employees and customers safe and minimizing disruption to business operations. 

A confirmed coronavirus case requires corporate and commercial business owners and property managers to immediately respond to avoid further exposure. In these emergency situations, SERVPRO of Northwest Charlotte recommends enhanced or reactive cleaning as the most effective way of deep cleaning and disinfecting commercial spaces "Like it never even happened.”

How does reactive cleaning work?

To institute and maintain a healthy and safe work environment, we customize services based on the specific needs of a facility. Our primary and most effective cleaning technique involves hand wiping surfaces and fogging. This process uses an ultra-low volume or electrostatic sprayer to apply disinfectant to surfaces. We also may use a cleaning protocol developed by a third-party industrial hygienist.

The Centers for Disease Control (CDC) also recommends opening windows and doors to increase air circulation and closing off all areas used by the infected person. Wait 24 hours (or as long as possible), then clean and disinfect offices, bathrooms, common areas, shared electronic equipment and any other areas the infected person may have used. 

There’s no need for additional disinfecting once it’s been more than seven days since the sick person used or visited the facility; however, business owners should continue routine proactive cleaning and disinfecting.

Commercial cleaning expertise using specialized products

While there’s currently no product tested against the COVID-19 strain of the coronavirus, SERVPRO of Northwest Charlotte follows all guidelines provided by the CDC and local authorities. That includes using a labeled hospital-grade disinfectant and other EPA-approved products. 

Additionally, we’re a Clean Trust Certified Firm through the Institute of Inspection, Cleaning and Restoration Certification (IICRC), the certifying body for the cleaning and restoration industry. Many employees on our 30-person team hold certifications in applied microbial remediation and structural drying, rug and carpet cleaning, odor control, water damage restoration, upholstery and fabric cleaning, fire and smoke damage restoration, and lead-based paint activities and renovation.

24/7 reactive cleaning assistance

Although SERVPRO of Northwest Charlotte is part of a national network of 1,700-plus franchises, we’re locally owned and operated and part of the Mecklenburg, Lincoln and Gaston communities. 

Our deep cleaning experts are employees, not contractors. That means our team can respond faster to reactive cleaning emergencies with more resources and the most effective equipment. For questions, contact us anytime at (704) 393-7890 or request help online

Staying Ahead with Disinfecting Cleans: The importance of proactive cleaning through COVID-19

5/4/2020 (Permalink)

importance of proactive cleaning through COVID-19 Proactive cleaning through COVID-19

Being a proactive corporate and commercial business owner or property manager means taking control of a situation by causing things to happen instead of waiting to respond after things happen. This ‘staying ahead’ approach is especially critical for Charlotte-area businesses during the current coronavirus pandemic. 

For example, your office may not have been exposed to COVID-19, but you still want your employees and customers to feel secure. One way to maintain a healthy and safe work environment is through proactive cleaning. 

While it doesn’t prevent or protect buildings from future contamination, proactive cleaning provides peace of mind. It ensures environments are thoroughly and professionally cleaned, according to Centers for Disease Control (CDC) specifications. 

How does proactive cleaning work?

Deep cleaning and disinfecting has moved up on the list of priorities for businesses and institutions, but how does proactive cleaning work? SERVPRO of Northwest Charlotte has developed a proactive cleaning and disinfection protocol based CDC specifications. 

Through years of experience in dealing with biological contaminants, we’ve identified three categories of contamination:

  1. Proactive cleaning when there aren’t any confirmed coronavirus cases or known coronavirus exposure. 
  2. Cleaning for possible coronavirus exposure. 
  3. Reactive cleaning when there’s a confirmed coronavirus case. 

Proactive commercial cleaning goes beyond the scope of work that a regular janitorial team performs daily. It involves a facility or structure deep cleaning and disinfection -- from kitchen vents to carpets to manufacturing equipment. 

Steps may include cleaning porous and nonporous surfaces, disinfecting nonporous surfaces, cleaning and disinfecting equipment, tools and supplies, and disposing of waste.

Planning for deep cleaning 

Before conducting commercial cleaning, we ask customers for floor plans of their building or facility ahead of time. If floor plans aren’t available, our production manager will visit the location before the start of the project to determine how many people we’ll need, the best way for our team to move through the building, where we’ll start and end and if we’ll split up our team, so one group cleans the office while others take care of the warehouse. 

Having a proactive cleaning strategy in place before the work begins allows our deep cleaning experts to tackle the project efficiently and thoroughly. 

24/7 commercial cleaning assistance

SERVPRO of Northwest Charlotte is locally owned and operated as part of a national network of 1,700-plus franchises. Our deep cleaning experts are employees, not contractors, which means our team can respond very quickly and with more resources. For questions, contact us anytime at (704) 393-7890 or request help online

The Deep Clean: Disinfecting workplaces, offices and facilities

4/21/2020 (Permalink)

The Deep Clean: Disinfecting workplaces, offices and facilities Disinfecting workplaces, offices and facilities. SERVPRO of Northwest Charlotte is ready to help 24/7/

During an unprecedented global public health issue, “disinfecting” means more than singing a 20-second tune in your head while washing your hands. With coronavirus and COVID-19 affecting our everyday lives in some way, deep cleaning is now incorporated into our routines as part of the new normal.

This especially holds true for corporate and commercial business owners and property managers who are stepping up their sanitizing game to institute and maintain healthy and safe work environments. Proper cleaning and disinfection routines can significantly reduce or eliminate coronavirus on surfaces and objects in workplaces, offices and facilities. 

Commercial cleaning = Peace of mind 

While the majority of Charlotte-area businesses haven’t been affected by coronavirus contamination, owners are using this time to stay proactive through commercial cleaning. With many employees now working from home and essential facilities operating with minimal staff, it’s a convenient opportunity for deep cleaning. 

Knowing a workspace or business has followed COVID-19 exposure and cleaning procedure guidelines provides peace of mind for employers, employees, vendors, clients and customers. They can feel confident the environment was thoroughly and professionally cleaned according to Centers for Disease Controls (CDC) and local authorities. 

Examples of high-touch surfaces

In the workplace, frequently touched surfaces are tables, hard-backed chairs, doorknobs, light switches, countertops, handles, desks, toilets, faucets, sinks, fixtures and electronics (phone receivers and keypads, computers, keyboards, tablets, touch screens, kiosks and remote controls).

Other commercial spaces may include sales counters, water fountains, soda and snack machines, kitchens, break rooms and food areas, bathrooms, meeting rooms and classrooms, shelving and racks, carpets, rugs and drapes, furnaces and air conditioners, stair and escalator handrails, elevators, and playground or fitness equipment.

How long does coronavirus stay on surfaces?

While the World Health Organization doesn’t know how long COVID-19 survives on surfaces as an infection threat, it appears to behave like other coronaviruses. Studies suggest coronaviruses may last on surfaces for a few hours or up to several days, depending on the surface type and the environment’s temperature and humidity level. 

Products to eliminate germs and viruses 

Several chemical germicides are effective when used in proper concentration for a sufficient length of time, including chlorine, hydrogen peroxide, detergents (soap), iodine-based antiseptics and alcohols. The Environmental Protection Agency provides a helpful list of registered disinfectants and products for use against COVID-19.

If you don’t have access to a disinfectant product, you can clean with a chlorine bleach solution. For floors and more substantial surface cleaning, use five tablespoons (1/3 cup) bleach per gallon of water. For spray bottle applications, mix four teaspoons of bleach per quart of water. You can also use any alcohol solution that has at least 70% alcohol.

Techniques for cleaning and disinfecting workplace surfaces

CDC offers these everyday steps for cleaning and disinfecting

  • Always wear gloves to protect your hands from harsh chemicals.
  • Never mix cleaning products. 
  • Always clean with a detergent or soap and water solution before disinfecting. This removes COVID-19-carrying particles on surfaces, which reduces the viral load before disinfection begins. It allows the disinfectant to be more effective against the remaining virus.
  • To properly disinfect using Clorox or Lysol wipes, be sure to clean only one item at a time. To sanitize the surface, let it remain visibly wet for 10 seconds. Sanitizing reduces germs to a generally safe level. To disinfect, use enough wipes to keep the surface wet for four minutes, which will kill all surface germs.
  • Always follow the directions on disinfectant products by letting the liquid remain on the surface while it does its cleaning job. If you spray cleaner on a surface, then immediately wipe it off with a dry paper towel, it reduces its germ-killing effectiveness.
  • For homemade chlorine bleach solutions, use a cloth to apply it to surfaces and let it stand for 3 to 5 minutes before rinsing with clean water. 
  • When cleaning soft surfaces, such as carpet, rugs and drapes, use soap and water or safe-to-use cleaners. If possible, launder the items according to the manufacturer’s instructions (using the warmest appropriate water setting) and let the pieces dry completely. 

Commercial cleaning levels

SERVPRO of Northwest Charlotte is a member of the Institute of Inspection, Cleaning and Restoration Certification (IICRC), the certifying body for the cleaning and restoration industry. We adhere to CDC and local authority guidelines related to COVID-19 exposure and cleaning procedures. Our primary cleaning technique includes hand wiping surfaces and fogging, a process that uses an ultra-low volume or electrostatic sprayer to apply disinfectant to surfaces. 

We focus on three levels of disinfecting: proactive, high-touch and enhanced or reactive cleaning. Proactive cleaning measures, such as a single wipe of high-touch surfaces and fogging applications, are suitable for facilities without any known cases of COVID-19 exposure. A workplace or facility that may have been exposed through an employee or vendor will require multiple wipes of high-touch surface areas and fogging. 

Reactive cleaning 

When someone known to have COVID-19 has been exposed to the workplace or facility, we recommend enhanced or reactive cleaning. In these cases, we customize services based on the specific needs of a facility. And, we may use a cleaning protocol developed by a third-party industrial hygienist.

Additionally, the CDC recommends opening windows and doors to increase air circulation and closing off all areas used by the infected person. Wait 24 hours (or as long as possible), then clean and disinfect offices, bathrooms, common areas, shared electronic equipment and any other areas the infected person may have used. 

24/7 commercial cleaning assistance

Although SERVPRO of Northwest Charlotte is part of a national network of 1,700-plus franchises, we’re locally owned and operated and part of the community. Our deep cleaning experts are employees, not contractors, which means our team can respond very quickly and with more resources. For questions, contact us anytime at (704) 393-7890 or request help online