Trusted Disaster Restoration in Buford, GA | Gwinnett Business Radio Podcast Transcript
Transcription Details
Andy Mason of Level Creek Property Restoration joins Garrett Ervin on Gwinnett Business Radio to discuss how Level Creek, a fully licensed disaster restoration contractor, supports homeowners and insurance carriers through the property damage restoration and claims experience. Check out the transcript below!
Transcript Results
Garrett Ervin 0:00
Broadcasting from the Subaru of Gwinnett studio located inside the Gas South Convention Center in Duluth, GA. Gwinnett Business Radio is available on Apple Podcasts, Spotify, iHeartRadio, or wherever you enjoy your favorite podcast.
Garrett Ervin 0:44
So, we're going to get right into property restoration with Andy Mason. How did you get into property restoration? Do you just like helping people? Was it a necessity or a desire?
Andy Mason 0:59
We started about 16 years ago. We're a Gwinnett-based business, and as we were talking a little bit earlier, there’s a need for a good quality local restoration company. We're a niche business. While I'm a general contractor, I’m also supporting people experiencing disasters.
Whether it’s a business owner or a homeowner experiencing fire, flood, or storm damage, Level Creek Property Restoration knows how to manage the entire process. Our project managers coordinate directly with insurance carriers, shepherd the property manager through the claims process, and schedule repairs.
Andy Mason 1:35
Any good general contractor can rebuild a house or business, but there’s so much more to it. When you're dealing with insurance, you must consider policy limits, coverage, upgrade costs, deductibles, and so much more.
Quite frankly, it can be confusing for the insured to navigate the insurance company’s bureaucracy when restoring the property to pre-loss condition. We improve the claims experience for the property owner and the insurance carrier.
Andy Mason 2:09
That includes affordability, efficiency, and simplifying the insurance claim experience. As a family-owned business, we understand the importance of thoroughly and quickly restoring the property.
We want these people’s lives to be made whole again.
I mean, if a local restaurant closes after a kitchen fire or flood, they need to get back open as soon as possible. They need to start serving food and generating income.
If a family is displaced from their home, they might hear it's going to take eight months to a year to get them back in their house. Well, let's try to make it six months, four months.
They need continuity back in their life, and that's what we're great at. We’re a hands-on, local company that strives to provide a better claims experience.
Garrett Ervin 2:50
You mentioned restaurants may have a kitchen fire or sink flood. So, it sounds like Level Creek Property Restoration will work with just about any business. Is there anything that you shy away from?
Andy Mason 3:00
Well, there are things we can and cannot do. We don't handle asbestos issues, but we are aligned with companies that do. So, if we run into an older home with asbestos, we can bring in the team that handles it. Other than that, we can repair any property damage.
Garrett Ervin 3:14
So, you've got the resources?
Andy Mason 3:15
Exactly. After an asbestos specialist steps in, we come in to finish up the repairs. So, there's really nothing that we cannot do.
Garrett Ervin 3:21
You're basically a one-stop shop for repairing property damage.
Andy Mason 3:22
Absolutely, and that's what people want. It can get complicated when homeowners try to coordinate repairs on their own. For example, they might know a plumber, but not an electrician, but their neighbor knows how to install sheetrock. That’s a heavy burden for homeowners to carry on their own.
We're general contractors. We have the resources, training, and experience to get the house or business repaired as quickly as possible.
Garrett Ervin 3:41
That’s helpful for homeowners and property managers because if they’re working with somebody like yourself, with experience, what feels traumatic and stressful for them is something you experience daily.
Whether a fallen tree damages the roof or a grease fire destroys the kitchen, property damage truly affects people’s lives. Knowing that they have a strong team behind them is important. I now understand why you mentioned that you’re a niche business.
Andy Mason 4:07
It’s true. One of the core values I instill in our team is empathy. It’s crucial to empathize with everyone.
When we're at somebody's house, they’re not just looking for a remodel. Sometimes, it’s because they’re scared after their house burned down or their basement has two feet of standing water.
Garrett Ervin 4:33
Definitely.
Andy Mason 4:34
The empathy of being there and supporting them through this difficult time. We explain the process, set repair expectations, and give them some peace of mind. I tell them all the time, Sir or Ma'am, this has probably never happened to you before, but we deal with it every day, and we know the steps that we need to take to restore your home.
Andy Mason 5:00
We’ve responded to homeowners who’ve just lost a loved one and all their belongings in a fire. It’s natural for these people to feel overwhelmed and unsure where to start. Their minds are just racing, and we want to get them moving in the right direction.
Garrett Ervin 5:22
Empathy is an important aspect you mentioned. As you said, they are going through a traumatic experience.
Garrett Ervin 5:32
What are some of the losses that Level Creek Property Restoration deals with on a day-to-day basis, other than house fires or fallen tree damage?
Andy Mason 5:40
We see a lot across both residential and commercial properties. We’ve responded to local daycares experiencing flooding after a student crammed Barbie down in the toilet. Water was leaking everywhere, so we immediately sent our 24/7 emergency water removal crew.
Andy Mason 5:49
We're currently restoring several properties impacted by catastrophic fire damage. Insurance agents and adjusters refer to these as large-loss fire claims. From electrical and grease fires to kitchen floods, burst water heaters, basement mold, improper fireplace use, and more.
Andy Mason 6:06
After I leave here, I'm going to the Montessori school in Buford. They contacted us after suspecting mold in one of the classrooms.
So, we’re going to take air sampling tests and inspect the property. We provide the facilities manager with a clear plan for repairing the building.
Andy Mason 6:19
Our team has seen firsthand how suddenly many different types of property damage can occur and the impact they can have. It might be a $3,000 bathroom water damage mitigation and restoration, or it might be a $400,000 house that burned to the ground. It just depends on what the day gives us.
Garrett Ervin 6:32
So, you mentioned mold testing. Is that something that you do on-site, or do you collect samples and send them away? Obviously, if someone experiences a disaster, you want to make sure the air is clean. Do you also do air quality testing?
Garrett Ervin 6:49
More specifically, if a business needed to ensure its employees weren't exposed to hazards such as a chemical spill, would your team also be able to handle those repairs?
Andy Mason 6:56
Absolutely. We handle a wide range of property damage situations, and there’s very little our team isn’t equipped to manage.
Depending on the situation, we perform services such as air quality testing and moisture readings. When it comes to mold, we can also coordinate with an independent industrial hygienist at an independent lab to professionally test the samples.
Andy Mason 7:18
If there’s a large property with widespread contamination, we contact the third-party hygienist. They provide the testing results, our team remediates the mold damage, and then additional samples are taken to ensure the space has been properly cleaned and returned to a safe baseline condition.
Garrett Ervin 7:36
So, you've got to be careful about mold, right? Not every remedy you see online resolves the issue.
Andy Mason 7:38
Yes, it’s very important. Someone without the proper experience may think, “it looks fine, I cleaned it up,” but without proper testing and remediation, there can still be underlying contamination or elevated moisture levels that create ongoing issues.
That’s another reason we bring in industrial hygienists; they provide an independent verification that Level Creek thoroughly cleaned the property.
Garrett Ervin 7:55
Yeah, there could be hidden mold behind a wall, under the floor, in the basement, or something like that.
Andy Mason 7:59
These air sampling tests help us find traces of mold, whether they're visible or not. Our certified technicians follow IICRC protocols, whether mold removal, encapsulation, or professional cleaning is required. At the end of the day, we want to make sure you’re breathing clean air.
Garrett Ervin 8:14
So, what's your average response time to a disaster?
Andy Mason 8:17
Typically, if it's a disaster, we like to be on site within two hours.
Garrett Ervin 8:22
Wow, that’s very quick mobilization.
Andy Mason 8:23
That's 24/7 and 365. That includes Christmas Eve, July 4th, etc. We’ll be there. Property damage can happen at any time, which is why it’s important to respond quickly and take the proper steps to prevent and mitigate further damage.
Andy Mason 8:40
The insurance company often emphasizes that same point. If there’s a delay in stabilizing the property, even by just a few days, they may attribute additional damage to that delay. That’s why it's critical to have a certified team on-site as quickly as possible to assess the situation and prevent any further damage from occurring.
Garrett Ervin 8:54
Can you walk me through how you interact with insurance companies? Homeowners often carry insurance because it’s required by their mortgage, but after a loss, they may not know the proper steps to take. Do you work directly with the insurance provider, or do you primarily guide the homeowner through the claims experience?
Andy Mason 9:16
That’s a common misconception. People assume we’re “in the pocket” of the insurance company, but that’s not the case. The homeowner hires us and ultimately pays the bill. Yes, the insurance carrier provides the funds, but we work for the homeowner.
Andy Mason 9:30
One of the benefits of working with a reputable restoration company is that we understand exactly what’s required to return someone's home to pre-loss condition.
We know how to communicate with insurance carriers. If additional damage is discovered after the estimate is approved, we will properly document and update the estimate as needed.
We advocate for the homeowner from start to finish, ensuring the appropriate funds to restore the home or business are provided.
Andy Mason 9:53
We’re an advocate for the insured. We tell people, “You pay your premium every month, now it's time for the insurance company to put you back in pre-loss condition.” We don’t cut corners.
Garrett Ervin 10:10
I wouldn't know where to start if something happened to my house.
Andy Mason 10:12
Most people would probably say, “I'm going to file an insurance claim right away,” which may not be the best idea. Depending on the situation, it can be very helpful to contact a restoration company early to inspect the damage and discuss next steps.
Several factors determine whether a claim is likely to be covered or denied. Insurance providers often look at whether damage occurred suddenly or accidentally, as opposed to being the result of ongoing poor maintenance. Our goal is to improve the claims experience and support the homeowner.
Over the past few years, we’ve noticed several emerging trends within the insurance and claims industry.
Garrett Ervin 10:28
How is the insurance industry changing? How does that affect you and the insured?
Andy Mason 10:28
The industry is absolutely changing. We’ve seen our clients experience a large shift in deductibles. We always encourage homeowners to meet with their insurance agent at least once a year to learn about their coverage.
As we continue to build relationships with insurance agencies, we gain a better understanding of how to serve the homeowner and provide a more efficient, positive claims experience. Homeowners need to understand their deductible and what’s covered under their policy, and we help clarify those details if needed.
Andy Mason 10:49
A few years ago, a homeowner contacted us after their house was destroyed in a fire. They had $300,000 in coverage but hadn’t reviewed their policy in years. Unfortunately, they were significantly uninsured.
With rising real estate values, their home was worth close to a million dollars, leaving a significant portion that they had to pay out of pocket.
Garrett Ervin 11:12
Wow. So, homeowners, property managers, and business owners should meet with their insurance agent to discuss their coverage every year.
Andy Mason 11:13
Absolutely, and ask questions. When I renew my commercial lines for Level Creek, we meet in person and go over the coverage page by page.
Don’t be afraid to ask questions about what something means, whether you have the best coverage, or what your options are. Your insurance agent is there to help you.
Garrett Ervin 11:18
Would homeowners also benefit from asking these questions?
Andy Mason 11:22
Yes, because in many cases, deductibles have been increasing significantly. We’ve seen policies with deductibles around 1%, which can have a major impact on out-of-pocket costs during property damage remediation.
Garrett Ervin 11:30
Right.
Andy Mason 11:31
So, if you have an $800,000 home with an $8,000 deductible, are you going to file a claim for $5,000 worth of damage?
Garrett Ervin 11:40
No.
Andy Mason 11:40
It’s important to be cognizant of who you’re working with and what your policy covers. That's why I always like to recommend researching local insurance agents.
Yes, you could call a random national brand on TV hoping to save a few bucks, but when something happens, you want to be able to reach someone you know. I’d want to talk to someone I’ve sat down and spoken to.
Garrett Ervin 12:03
So, when you’re working with insurance agencies as a trusted restoration contractor, it sounds like there’s a lot of relationship-based trust on both sides. Whether the insurance agent recommends the homeowner contact Level Creek or the homeowner requests Level Creek directly, there’s an opportunity for discussion.
Andy Mason 12:10
Exactly. We often hear insurance agents give feedback like, “Oh, you’re using Level Creek, they’re great,” or “We recommend Level Creek because we know they’ll take care of you.”
Garrett Ervin 12:21
Right, “We know they're going to do a thorough job, and when the job is done, you're going to be back to pre-loss condition.”
It sounds like it saves the insurance company money when they refer a restoration company that provides trustworthy, professional, affordable, and efficient craftsmanship.
Andy Mason 12:38
You're absolutely right. It all comes down to your reputation and your quality of work. We also have a good reputation with insurance adjusters in the area.
You’re right, it does save the insurance company money. For example, sometimes there are additional living expenses.
Andy Mason 12:53
If someone is displaced from their home after property damage, the insurance company pays for them to have a place to stay.
If you live in a 7000 square foot, five-bedroom house, they can't put you in a one-bedroom apartment 50 miles away. They must provide acceptable housing until the property is repaired. Insurance companies often pay a lot of money for that.
Andy Mason 13:08
If we can step in quickly and efficiently repair the property to pre-loss condition, it benefits everyone involved. For example, if an insurance policy allows for 12 months of additional living expenses, but we’re able to get the homeowner back safely in their home within 8 months, we’ve not only helped the family or business recover faster but also helped the carrier manage the claim more efficiently.
Garrett Ervin 13:27
I bet the insurance companies appreciate that.
Andy Mason 13:30
Absolutely.
Garrett Ervin 13:30
Now, the restoration industry has been around for quite a while. Within the past few years, what changes have you noticed?
Andy Mason 13:39
It’s cyclical. Whether it’s the construction environment or the economy in general. Atlanta is a large metropolitan area. You can swing a dead cat and hit a restoration company, but it matters who you trust.
Andy Mason 14:01
It’s important to research who is coming to your home. As I said, there are plenty of companies out there, but not everyone operates the same way.
There are companies with people we call fire chasers. They have people listening to scanners who wait for a situation like, “Ms. Smith's house on Elm Street is on fire,” and send a salesperson to their door.
We don’t operate that way.
Garrett Ervin 14:20
Especially with how technology is advancing, there are plenty of resources to research trustworthy companies.
Andy Mason 14:24
It’s incredible. We got a call a month or so ago from a homeowner asking us to repair their home, and they mentioned that ChatGPT had said that Level Creek Property Restoration is one of the best restoration companies in the Buford/Suwanee area.
As a homeowner or business owner, ask your agent or adjuster about trusted restoration contractors. I wouldn’t just immediately go with someone who shows up on your doorstep or leaves a flyer in your mailbox.
Garrett Ervin 14:56
I appreciate all the information you provided us with. Is there anything else you wanted to share about Level Creek Property Restoration?
Obviously, we want to know how people can get in touch with you.
Andy Mason 15:19
Of course, thank you.
Our website is levelcreekcs.com, our Facebook is Level Creek Construction Services, and you can find us on Instagram at Level Creek Property Res.
Our phone number is 1-678-714-7273.
Andy Mason 15:21
Please know, you can call our office anytime. 24/7 and 365.
If you wake up at two o'clock in the morning to a flooded bathroom after a toilet overflow, a Level Creek Property Restoration employee will be available to answer your questions and send a technician immediately if needed.
Andy Mason 15:36
We truly are here to help the community. We're a local, family-owned and operated business. I was born and raised here in Georgia. I've been a Gwinnett resident for a long time.
Had a lot more hair, ha-ha.
Garrett Ervin 15:47
You and me both.
Andy Mason 15:49
I’ve got a face for podcasting.
Garrett Ervin 15:53
Right. If I had a dollar for every time I said that, I'd have $10 right now.
Andy Mason 15:56
Exactly.
Andy Mason 15:56
There are some good companies out there, and I know we’re one of them.
Whether you use Level Creek or not, just make sure you are choosing a company you can trust to put your home or business back together.
Garrett Ervin 16:08
Yeah, homeowners need to research which repair contractors are trusted by insurance companies and properly trained.
If you experience property damage, contact Andy Mason at Level Creek Property Restoration.
Garrett Ervin 16:16
Andy, we appreciate you being at the show today. I wish you the best and continued success with Level Creek Property Restoration.
Andy Mason 16:30
Well, I appreciate it. Thank you for having me.
