What We’re All About: A Customer’s Story

Recently, Hole in the Wall Drywall Repair was called to the home of a nice lady—Mrs. Jones—who lives in the Central Florida community of West Orange County. The night before, someone was taking a shower and a pipe burst, spilling a great amount of water into the walls and out on the floor in two rooms, including the living room, which has hardwood floors. Not a good situation.

Mrs. Jones’ home was built in the early 1970s and as far as anybody could remember, the bathroom hadn’t changed much since the house was built nearly 50 years ago—and it even had the original wallpaper. That’s why it wasn’t much of a surprise that, at about the same time, a soapdish in the shower that had been tiled into place all those years ago popped off the wall.

Unlike the standard practice of today—that is, using waterproof cement board—tile walls were simply installed onto the drywall back then. Over time, if the drywall behind the tile gets saturated with moisture, it doesn’t hold together very long. And when it does come off, an unsightly hole exposes the drywall to water.

Drywall Repair Starts with a Situation Assessment

When Hole in the Wall Drywall Repair conducted the initial assessment using highly sensitive electronic moisture meters, we discovered there were a lot of areas where the saturation was very high—and those are the perfect conditions for mold to develop. At that point, we knew that a good portion of the drywall and the tile in the shower would have to be replaced. So, we gave Mrs. Jones and her family an estimate to do that repair and told her that if we found mold once we opened the wall up, we would have to pause the project and shift to tackling that issue—because mold must be remediated before any drywall is fixed or replaced.

A few days later, our Hole in the Wall Drywall Repair tech arrived to start working and pretty quickly found signs of black mold. With Mrs. Jones’ permission, we connected with the adjuster from their homeowner’s insurance company to make sure she and her family were professionally represented throughout the process.

The process that followed included having the air quality throughout the house tested for airborne mold, as well as testing the structure around the bathroom. We then sealed off the bathroom with plastic sheeting to make sure any mold spores in the bathroom didn’t spread to the rest of the house.

After that, we placed large specialized air scrubbers both in the bathroom and in other areas of the house for a few days to make sure the air was as clean as possible. We also arranged to have the HVAC ducts throughout the house cleaned to make sure that any mold that had gotten into the air would be gone. Finally, we had the air retested throughout the house to make sure we had done our jobs thoroughly. We then installed new drywall, leaving the bathroom ready to be remodeled.

Serving as Your Trusted Advisor

The last step in the process for us was to negotiate with Mrs. Jones’ insurance company to make sure all the necessary repairs were paid for. As a matter of policy, we never ask our customers to reassign their insurance benefits to us because, frankly, we don’t consider it the right way to do business.

That said, we are happy to work with our customers’ insurance adjustors to make sure the customer has someone highly knowledgeable in their corner. After all, we want to work in the capacity of a trusted advisor since our expertise covers both drywall repair and mold remediation. In Mrs. Jones’ case, that negotiation process was fairly easy and taken care of within a few days.

As we were packing up and saying goodbye, Mrs. Jones thanked us and provided us with the following testimonial:

“Thank you so much for all the great work that you did at my house, and especially for how friendly, polite, courteous, and professional all of you were at Hole in the Wall Restoration and Drywall. Every time Matt, Charles, Zane, Angel, and Tyler were in my house, they always had a friendly smile and said, ‘Yes, ma’am’ and ‘No, ma’am’ whenever they spoke to me. I could tell they were raised right! When something like this happens in your house, it’s stressful because you don’t know how it’s going to turn out. You put me at ease throughout the project and it turned out perfectly! Thank you!”

We want to thank Mrs. Jones for placing her trust in us. It’s a privilege to have you as a satisfied customer and we look forward to serving her drywall repair needs in the future. This is our business and we love doing what we do. Let Hole in the Wall Drywall Repair serve your needs the same way we did for Mrs. Jones and stop worrying about any potential damage so you can move on with your life.