Complaints Policy

Purpose and scope

Seattle Water Damage Restoration Services connects property owners and managers with independent contractors for home and building services in Seattle, WA. Services include water damage restoration, mold remediation, mold removal, mold testing, and thermal fogging odor removal.

This complaints policy explains how to raise concerns about the matching experience, communication, scheduling, estimate clarity, billing questions, or work quality provided by an independent contractor introduced through Seattle Water Damage Restoration Services.

Who can raise a complaint

We accept complaints from customers, property owners, tenants with owner permission, authorized HOA representatives, and real estate or facilities managers acting for a property.

How to submit a complaint

Use the website contact form to send details, or mail a written complaint to our office at 2315 Western Ave, Suite 302, Seattle, WA 98121 in Seattle, WA. You may also share your concern by phone during business hours.

If your concern involves work performed at the property, you may additionally notify the assigned independent contractor. Doing so can speed on‑site follow‑up while we review your note.

What information to include

Providing the details below helps us review your complaint efficiently:

• Your name, role (owner, tenant, manager), and preferred contact method

• Service address and town (for example: Seattle, WA, Everett, WA, Federal Way, WA, Kirkland, WA, Bellevue, WA)

• The service requested (water damage restoration, mold remediation/removal/testing, or thermal fogging odor removal)

• The assigned contractor’s name or company (if known)

• Dates, times, and a clear description of what happened

• Any photos, documents, or estimate/invoice references

• What outcome you believe would be fair

Our review process

1. Confirm receipt and create a case record. 2) Classify the issue (matching process, communication, estimate/billing clarity, workmanship, safety, or conduct). 3) If the concern involves work performed, notify the independent contractor and request their written response. 4) Assess available documentation, timelines, and applicable terms. 5) Share a proposed path to resolution and next steps.

Response timeframes

We aim to acknowledge complaints within 2 business days. Initial findings or an update are typically provided within 7 business days. More complex matters that require site review or additional documents may take up to 14 business days. If more time is needed, we will explain why and provide a revised timeframe.

Resolution options

Depending on the situation, resolution may include clarification of scope or pricing, corrections to documentation, a re‑inspection or second opinion, a referral to a different contractor when appropriate, or other practical steps agreed by the parties. When physical work is involved, scheduling and completion remain between you and the independent contractor.

We will provide a written summary of the outcome we record for your case.

Escalation options

If you are not satisfied with the initial outcome, you may request a supervisory review in writing. Where a dispute concerns contractor performance, you may also pursue options available under your agreement with the contractor, including any warranty process.

Nothing in this policy limits your ability to seek help from Washington State or local consumer protection resources or to use any dispute resolution terms in your agreement with the contractor.

Independent contractors and our role

Seattle Water Damage Restoration Services operates as a matching service. Independent contractors are not employees or agents of Seattle Water Damage Restoration Services. Your service agreement, warranties, and payment obligations are with the contractor who accepts the job.

We facilitate communication, encourage fair solutions, and, when reasonable, can help re‑match a project. We cannot direct a contractor’s operations, guarantee specific outcomes, or issue refunds on a contractor’s behalf.

Record keeping and privacy

Complaint records, related communications, and resolution notes are stored securely and retained for at least 24 months for quality, training, and compliance purposes. Information is shared only with those who need it to address the issue (for example, the matched contractor) and is handled consistent with our privacy practices.

Accessibility and accommodations

We aim to make the complaint process accessible. On request, we can provide plain‑language explanations, large‑print materials, or accept a complaint from an authorized representative. Language assistance may be available for common languages in the area, subject to availability.

Service areas covered

This policy applies to matches arranged by Seattle Water Damage Restoration Services for properties in the greater Seattle, WA area, including Seattle, WA, Everett, WA, Federal Way, WA, Kirkland, WA, and Bellevue, WA.

Updates to this policy

We may update this complaints policy to reflect changes in our services or applicable guidance. Material changes will apply to complaints received after the effective date of the update already shown on this page.

Contact Us

If you have questions about this complaints policy, contact Seattle Water Damage Restoration Services using the phone number (206) 222-7698 or email us contact@waterdamagerestorationseattlewa.org.