What is EcoRestore's average response time to a Draper-area emergency call?

47 minutes during business hours (Monday–Saturday, 9:00 AM–5:00 PM), 68 minutes overnight, based on the 12-month rolling window across all Draper, Sandy, South Jordan, Riverton, Bluffdale, and White City dispatches. Actual arrival time varies with traffic (especially I-15 winter conditions), specific neighborhood (SunCrest at 6,020 feet elevation adds mobilization time), and equipment load required for the reported loss severity. Our target service level: under 60 minutes business hours, under 90 minutes overnight for calls originating inside our primary service area.

Should I wait to call EcoRestore until my insurance adjuster arrives?

No. Call for restoration response immediately. Insurance adjusters typically arrive 24–72 hours after a claim is filed, which is well past the ANSI/IICRC S500 progression window from Category 1 to Category 2 (48 hours) or Category 3 (additional 24 hours). Waiting for the adjuster before starting extraction typically increases the eventual settlement value by tens of thousands of dollars — but also increases scope and disruption. Our documentation chain begins the moment we arrive, and the adjuster sees a properly-documented mitigated loss when they visit, which almost always closes faster and cleaner than a loss that sat unmitigated for 48+ hours.

Can I get a written estimate over the phone without an on-site visit?

For simple scope items (small localized dryings, single-fixture supply line responses), rough estimates in a $500–$3,000 range can be provided over the phone based on the loss description. However, defensible Xactimate scope requires on-site documentation: moisture meter grid readings, thermal imaging, category and class determination, and photographic evidence. Insurance carriers do not settle claims on phone-estimate scopes. Any restoration contractor providing a firm Xactimate scope without an on-site inspection is either using AI-generated placeholder pricing or is planning to change the scope significantly once on-site — both are red flags.

How do I reach EcoRestore if the emergency line is busy?

The (385) 289-3588 line supports call queuing during high-volume periods (typically winter freeze events and spring runoff storms). If you can't wait on hold, text the same number with your address and a brief description — texts are monitored by dispatch during active hours and return calls typically inside 4–8 minutes. For non-urgent inquiries during peak periods, email info@ecorestorewaterdamagerestoration.xyz. All calls are returned in order received, with active emergencies prioritized over scheduling and inquiry calls.

Does EcoRestore have a physical office where I can drop off documents or discuss my job in person?

Yes. The office at 11629 S 700 E #220 in Draper is open to visitors Monday through Saturday, 9:00 AM to 5:00 PM. We meet with insurance carrier representatives, property managers, real estate agents coordinating disclosure-driven restoration on pending sales, and customers who prefer to review Xactimate scopes and documentation packages in person. Walk-ins during business hours are welcome for quick questions; scheduled meetings for detailed scope reviews or contract signings can be booked by phone or email. The office is on the second floor of the professional building at that address, accessible via elevator or stairs.

Contact EcoRestore Water Damage & Restoration

You called because water is where it shouldn’t be. The first 15 minutes on the phone determine what happens over the next 72 hours, so this page is organized around getting you the fastest, most useful help — whether you’re standing in an inch of water at 3 a.m., calling to schedule an assessment for a slow leak you noticed last week, or asking for a second opinion on another contractor’s Xactimate scope. Different situations need different responses. Read the section that matches yours.

Emergency — Active Water Damage in Progress

If you have active water intrusion — a supply line rupture, a sewer backup, a sprinkler discharge, a roof leak during storm, or standing water more than a few gallons — call the 24/7 emergency line immediately at (385) 289-3588. Do the following in this order while waiting on hold or during dispatch:

Shut off water at the source. If it’s a supply line, close the nearest fixture stop valve or the whole-home shutoff (usually in the basement or garage). If it’s a sewer backup, do not open drains or run fixtures. If it’s a roof leak, place buckets and move contents out of the drip path.
Kill electrical power to affected circuits. Do not step into standing water in any room with energized outlets or fixtures below the waterline. Trip the affected circuit breakers at your panel.
Photograph everything. Use your phone to document the water source, standing water depth, and affected rooms before any cleanup. Every photo becomes part of the insurance documentation chain.
Move salvageable contents up. Documents, electronics, personal items above the waterline if you can do it safely. Do not lift heavy furniture with unknown structural integrity.
Do not run HVAC or bath fans. Both spread contamination on Category 2 and 3 losses.
Do not DIY extract with a Shop-Vac if standing water exceeds 20–30 gallons. You’ll burn out the motor and delay actual extraction.

Our dispatcher will confirm your address, ask about water source, standing depth, running time (if known), and property access, then relay dispatch to the on-call primary technician. Average time from call answered to technician dispatch confirmation: 4 minutes 20 seconds during business hours, 8 minutes 40 seconds overnight. Average arrival time: 47 minutes during business hours, 68 minutes overnight across the 12-month rolling window.

Non-Emergency — Assessment, Quote, or Scheduling

For slow leaks discovered recently, water stains you want assessed, mold you suspect, or a scheduled restoration project (deferred work, real estate transaction disclosures, moisture testing before a renovation) — call during business hours at the same number, (385) 289-3588, or email info@ecorestorewaterdamagerestoration.xyz.

Business-hours scheduling typically has assessment availability within 2–5 business days, sometimes same-day if a technician is available. Assessment visits include moisture meter grid readings, thermal imaging of affected zones, category and class determination under ANSI/IICRC S500, and a written scope estimate typically delivered within 24–48 hours of the site visit. First-visit assessments for a job you intend to hire us for are no-charge. Second-opinion visits (assessments of another contractor’s scope) are billed at $150 flat, credited back to the first $500 of work if you subsequently hire us.

Second Opinion on Another Contractor’s Xactimate Scope

If you’re holding another contractor’s Xactimate scope and it doesn’t sit right — the number seems high, the drying timeline seems inflated, the “must-demo” scope seems disproportionate to the actual visible damage — you can send us the scope for a written second-opinion review or schedule an on-site assessment. Send scopes to info@ecorestorewaterdamagerestoration.xyz with the subject line “Second Opinion Request.” We review the scope against ANSI/IICRC S500 categorization, calculate what the drying time and equipment scope should be based on the documented moisture readings (if provided), and return a written analysis typically within 3 business days.

On-site second-opinion assessments include our own moisture meter grid, thermal imaging, and IICRC S500 category and class determination independent of the original contractor’s assessment. The written report is yours to use with your insurance carrier, the original contractor, or any subsequent contractor. Cost: $150 flat, credits back if you hire us.

Insurance Carrier or Adjuster Contact

Insurance carrier representatives, third-party adjusters, and property management firms coordinating multiple losses should contact us directly by phone or email during business hours. We maintain direct working relationships with adjusters at State Farm’s Farmington claims office, USAA’s Utah regional team, Allstate’s West Valley adjustment center, Farmers Insurance’s Salt Lake City field office, Progressive’s Utah claim operations, and Liberty Mutual’s Rocky Mountain regional office. Xactimate scopes are typically delivered within 24 hours of site inspection, matched to your carrier’s price database version.

Office Location and Directions

EcoRestore Water Damage & Restoration
11629 S 700 E #220
Draper, UT 84020

The office is located in the professional office suite at 11629 S 700 E, half a mile east of I-15 exit 291 (12300 South). From I-15 southbound: take exit 291, turn east onto 12300 South, continue for approximately 0.6 miles, turn right (south) onto 700 East, the office building is on the right within 200 feet. From I-15 northbound: take exit 291, turn east under the overpass onto 12300 South, then follow the same directions. The office is on the second floor (Suite 220), accessible via elevator or interior stairs.

Our geographic center location means:

Draper: 5–15 minute arrival time depending on neighborhood (SunCrest, Corner Canyon foothill homes further)
Sandy: 10–20 minutes
South Jordan (Daybreak, Kennecott): 15–25 minutes
Riverton: 15–25 minutes
Bluffdale: 10–20 minutes
White City: 5–15 minutes

Actual arrival times depend on traffic patterns, weather (I-15 winter closures during storm events add 10–30 minutes), and equipment mobilization for the specific loss type.

What Information to Have Ready When You Call

Property address including apartment/suite number and specific unit if multi-family
Contact phone where you can be reached during dispatch and while our technician is en route
Property access information — who will be on-site, gate/lockbox codes if you can’t be there personally
Water source if known — supply line, sewer backup, roof, sprinkler, appliance
Time water started or was first discovered
Approximate standing water depth at the worst affected area
Rooms and floors affected including basement, main level, upper floors
Insurance carrier if you intend to file a claim (State Farm, Allstate, USAA, etc.)
Property type — single-family, townhome, condo, HOA-managed, commercial
Any medical conditions at the property that would affect containment (asthma, immunocompromise, elderly residents) — this changes air scrubbing protocol on Cat 2/3 losses

Communication Preferences During Active Work

During an active response, we communicate with you at the frequency you prefer. Default is a phone or text update every 24 hours from the primary technician during active drying, more often on Day 1 as the scope becomes clearer. You may request text-only, email-only, or phone-only preferences at any point. On any material scope change — expanded footprint discovered under thermal imaging, category escalation, additional contamination discovered — we call you directly and follow up with written confirmation via email before the change is acted on.

After-Hours Emergency Line vs. Business Hours

The (385) 289-3588 number rings through 24/7. During business hours (Monday–Saturday, 9:00 AM–5:00 PM), calls are answered by our office manager Melissa Bonham. Overnight (5 p.m. through 9 a.m. weekdays, and full weekends), calls are answered by our overnight emergency dispatcher Todd Ostrander. Both handle emergency dispatch identically. The primary difference is that non-emergency scheduling calls placed overnight will be logged and returned first thing next business day, while true emergency response happens immediately regardless of hour.

Frequently Asked Questions

What is EcoRestore’s average response time to a Draper-area emergency call?: 47 minutes during business hours (Monday–Saturday, 9:00 AM–5:00 PM), 68 minutes overnight, based on the 12-month rolling window across all Draper, Sandy, South Jordan, Riverton, Bluffdale, and White City dispatches. Actual arrival time varies with traffic (especially I-15 winter conditions), specific neighborhood (SunCrest at 6,020 feet elevation adds mobilization time), and equipment load required for the reported loss severity. Our target service level: under 60 minutes business hours, under 90 minutes overnight for calls originating inside our primary service area.
Should I wait to call EcoRestore until my insurance adjuster arrives?: No. Call for restoration response immediately. Insurance adjusters typically arrive 24–72 hours after a claim is filed, which is well past the ANSI/IICRC S500 progression window from Category 1 to Category 2 (48 hours) or Category 3 (additional 24 hours). Waiting for the adjuster before starting extraction typically increases the eventual settlement value by tens of thousands of dollars — but also increases scope and disruption. Our documentation chain begins the moment we arrive, and the adjuster sees a properly-documented mitigated loss when they visit, which almost always closes faster and cleaner than a loss that sat unmitigated for 48+ hours.
Can I get a written estimate over the phone without an on-site visit?: For simple scope items (small localized dryings, single-fixture supply line responses), rough estimates in a $500–$3,000 range can be provided over the phone based on the loss description. However, defensible Xactimate scope requires on-site documentation: moisture meter grid readings, thermal imaging, category and class determination, and photographic evidence. Insurance carriers do not settle claims on phone-estimate scopes. Any restoration contractor providing a firm Xactimate scope without an on-site inspection is either using AI-generated placeholder pricing or is planning to change the scope significantly once on-site — both are red flags.
How do I reach EcoRestore if the emergency line is busy?: The (385) 289-3588 line supports call queuing during high-volume periods (typically winter freeze events and spring runoff storms). If you can’t wait on hold, text the same number with your address and a brief description — texts are monitored by dispatch during active hours and return calls typically inside 4–8 minutes. For non-urgent inquiries during peak periods, email info@ecorestorewaterdamagerestoration.xyz. All calls are returned in order received, with active emergencies prioritized over scheduling and inquiry calls.
Does EcoRestore have a physical office where I can drop off documents or discuss my job in person?: Yes. The office at 11629 S 700 E #220 in Draper is open to visitors Monday through Saturday, 9:00 AM to 5:00 PM. We meet with insurance carrier representatives, property managers, real estate agents coordinating disclosure-driven restoration on pending sales, and customers who prefer to review Xactimate scopes and documentation packages in person. Walk-ins during business hours are welcome for quick questions; scheduled meetings for detailed scope reviews or contract signings can be booked by phone or email. The office is on the second floor of the professional building at that address, accessible via elevator or stairs.