The Vivid Water Damage Restoration Process

Every water damage project at Vivid runs through the same eight-stage sequence, from the moment the emergency line picks up to the final walkthrough with the client. The methodology is grounded in ANSI/IICRC S500 (water damage restoration), IICRC S520 (mold remediation), and the psychrometric physics that actually govern how buildings dry out at 4,226 feet above sea level. This page documents the sequence so clients know what to expect at each stage, and so insurance adjusters and public adjusters know exactly what documentation to look for when they review a Vivid file.

Stage 1 — Emergency Intake and Dispatch (0–15 minutes)

The emergency line at (385) 289-3885 is live-answered 24 hours a day. On the initial call, the dispatcher gathers five pieces of information: the loss address, the source of the water if known, the approximate area affected, any hazards present (electrical energization near standing water, gas smell, suspected sewage contamination), and the client’s insurance carrier if a claim will be filed. The on-call IICRC-certified technician is dispatched immediately — typically within 3–5 minutes of the call ending — and the client receives an ETA based on the loss address and current road conditions. Response times run 15–30 minutes to Cottonwood Heights, Holladay, Millcreek, Murray, and Midvale during non-peak traffic; 30–50 minutes to most Salt Lake City neighborhoods; 40–70 minutes to Sandy and South Salt Lake.

Stage 2 — On-Site Assessment and Safety Verification (arrival to +30 minutes)

Every arrival begins with safety verification before any restoration activity begins. Electrical panels in the affected space are checked for energization near standing water. Gas smell is verified against Dominion Energy’s odorant threshold and any gas appliances in the affected space are checked for shutoff. Structural integrity is visually assessed for any collapse hazard from saturated ceilings or floors. If any hazard exceeds the safe-work threshold, the appropriate utility (Rocky Mountain Power, Dominion Energy, or the municipal water utility) is contacted for isolation before restoration begins. Once the space is safe, the technician documents the source of the loss photographically, verifies that the source is mitigated (main shutoff closed, appliance line clamped, sump pump discharge redirected), and briefs the client on the assessment sequence to follow.

Stage 3 — Moisture Grid Documentation (30–90 minutes)

The moisture grid is the foundation of every Vivid project. Not a spot check — a full grid. Pin readings on wood framing, drywall, and subflooring using a Delmhorst RDM-3 pin/pinless moisture meter. Pinless capacitance readings on tile, engineered flooring, and concrete slab using a Delmhorst BD-2100 concrete moisture meter. Thermal imaging on every wall and ceiling in the damage envelope plus one room outside it, using a FLIR C5 thermal imaging camera. Typical grid density: 30–90 individual readings on a residential Category 1 loss, 90–180 readings on a Category 2 or 3 with adjacent-room saturation. Every reading is dated, photographed, and logged with location coordinates in the project file. Readings on unaffected reference materials establish the project-specific dry standard — the moisture content the affected materials will be dried back to.

Stage 4 — Insurance Coordination and Scope Development (parallel to Stages 3–5)

Clients authorizing direct-billing to their insurance carrier trigger parallel scope development. Vivid’s insurance coordinator contacts the carrier or assigned adjuster (Progressive, USAA, State Farm, Allstate, Farmers, Bear River Mutual, or other) during Stage 3 to establish the direct-billing arrangement and share the initial moisture assessment. The Xactimate scope document is drafted based on the moisture grid results and cross-referenced against the ANSI/IICRC S500 Section 12 acceptance criteria. Scope negotiation with the adjuster typically resolves within 24–72 hours; disputed items are escalated with technical narrative documentation. Public adjusters (Sedgwick, Alacrity Solutions, Contractor Connection) receive the same documentation package on their end.

Stage 5 — Water Extraction and Source Mitigation

Extraction removes standing water and free water before drying begins. Truck-mounted extractors handle large volumes (up to 200 gpm on large-loss commercial); portable extractors handle localized losses and hard-to-reach spaces. Category 1 clean water is extracted and disposed of through municipal sewer. Category 2 grey water is extracted, and antimicrobial application under EPA-registered product labels (Fiberlock ShockWave Concentrate or Benefect Botanical Decon 30 depending on substrate) is applied to contaminated surfaces before drying. Category 3 black water triggers full containment under negative pressure before extraction begins — the containment perimeter is established with dust barrier plastic and manometer-verified negative differential of −5 Pa or greater. Contaminated porous materials (carpet, carpet pad, insulation, drywall paper facing below the water line) are removed during this stage; salvageable materials transition into Stage 6.

Stage 6 — Structural Drying and Psychrometric Monitoring (3–14 days)

Drying is the longest stage of a typical water damage project. Equipment deployed based on the Class of Loss (Class 1 through Class 4 under IICRC S500) and the psychrometric conditions of the space: Dri-Eaz DrizAir 1200 refrigerant dehumidifiers for standard residential drying at valley elevation; Phoenix DryMAX XL LGR (low-grain refrigerant) units for elevation-corrected drying above 4,800 feet where Cottonwood Heights, Holladay, and Sandy bench homes require higher dehumidifier throughput; Aquasorb desiccant dehumidifiers for projects requiring dew points below 40°F. Air movers (Dri-Eaz F284) distribute drying airflow across evaporation surfaces. Daily monitoring visits document moisture readings against the project dry standard, calibrated relative humidity and temperature inside and outside containment, and grains-per-pound of water vapor in air. Equipment is repositioned and counts adjusted based on daily drying progression until every affected substrate reaches equilibrium moisture content (EMC) within tolerance of the reference materials.

Stage 7 — Verification and Post-Remediation Testing

Drying is complete when every substrate in the damage envelope reads within 4 percentage points of the project dry standard on both pin and pinless meters. Verification is documented photographically at every original grid location. On Category 2 and Category 3 projects, ATP (adenosine triphosphate) surface swab testing verifies effective sanitization; readings must fall below 100 relative light units (RLU) on a Hygiena EnSURE Touch meter before the space is cleared for reconstruction. On mold remediation projects under IICRC S520, an independent industrial hygienist collects post-remediation air samples for laboratory analysis; clearance criteria vary but typically require indoor spore counts to fall below the outdoor reference sample and to show no Stachybotrys chartarum, Chaetomium globosum, or elevated Aspergillus/Penicillium presence.

Stage 8 — Reconstruction and Final Walkthrough

Reconstruction restores the property to pre-loss condition. Drywall replacement, insulation, flooring installation, cabinetry replacement, painting, and finish carpentry are completed under the same Utah DOPL general contractor license #10894576-5501, meaning the client works with a single point of contact through the full remediation and rebuild cycle. Where specialty trades are required (licensed electricians on rewiring, licensed plumbers on supply-line replacement, HVAC contractors on ducted system replacement), Vivid coordinates and manages the subcontractor scope. The final walkthrough with the client confirms every scope item was completed to specification and produces a signed acceptance document that begins the one-year workmanship warranty period. The complete project documentation package is delivered to the client at final walkthrough — PDF format, EXIF-verified photograph timestamps, full psychrometric log, Xactimate scope cross-reference, and any post-remediation verification results.

Documentation Standards Applied at Every Stage

Every stage generates documentation that becomes part of the client’s project file and, where applicable, the insurance carrier’s claim file:

• Photographic documentation — EXIF-verified timestamps, GPS coordinates confirming on-site presence, dated photographs of every moisture reading location, containment perimeter, negative-pressure differential readings, and reconstruction scope items.
• Moisture logs — 30–90 daily readings on typical residential projects, 90–180 on Category 2/3 and commercial projects. Every reading identified by location, date, meter type, and reading value.
• Psychrometric logs — temperature, relative humidity, and grains-per-pound water vapor readings inside and outside containment, recorded at each daily monitoring visit.
• Xactimate scope documents — every scope item cross-referenced to the moisture map and the material affected, formatted for direct submission to the insurance carrier.
• Post-remediation verification — ATP surface swab results on Category 2/3, independent hygienist air sampling on mold remediation, final photographic sweep on all projects.

Frequently Asked Questions

How long does the full Vivid restoration process typically take?

Timing depends on the category and class of loss. Category 1 clean-water Class 1 losses (small area, minimal absorbent materials) typically complete in 4–7 days from initial call to reconstruction. Category 2 grey-water losses run 7–14 days including partial demolition and rebuild. Category 3 sewage losses with full containment and demolition typically run 14–30 days including sanitation, drying, and reconstruction phases. Mold remediation adds 3–7 days for containment, HEPA scrubbing, and post-remediation verification. Vivid dries to equilibrium moisture content, not to a timer — timelines reflect what the psychrometric data supports.

Why is the moisture grid so extensive at Stage 3?

ANSI/IICRC S500 Section 12 requires documentation of the moisture envelope in enough detail to establish the boundary of affected materials and the appropriate drying scope. Spot-check surveys with 3–6 readings routinely miss saturation in adjacent wall cavities, subfloor sections, and rooms downstream of the visible loss. Full grid surveys with 30–90+ readings identify actual saturation boundaries and allow dry-in-place decisions on materials that would otherwise be demolished. Grid documentation also produces the evidence base insurance carriers require to approve the drying scope without dispute.

Can I stay in my home during the drying phase?

For most Category 1 clean-water losses, yes — drying equipment (dehumidifiers, air movers) operates continuously but does not require occupant displacement. For Category 2 grey-water losses, depends on the affected areas and the client’s sensitivity to ambient noise and drying-air movement. For Category 3 sewage losses and mold remediation projects, temporary relocation is typically necessary during containment and remediation because negative-pressure containment isolates the affected space from occupied areas. Most homeowner insurance policies include Additional Living Expense (ALE) coverage that pays for temporary lodging during restoration.

What happens if the moisture readings don’t drop as expected during Stage 6?

Slow-drying substrates typically indicate one of three conditions: hidden saturation not captured in the initial moisture grid, inadequate dehumidification capacity for the space, or a continuing water source that wasn’t identified during Stage 2. The daily monitoring visit at Stage 6 catches these conditions early. Corrective action includes additional cavity investigation with borescope inspection (Milwaukee 2360-21 M12 inspection camera), adjusting dehumidifier count and type, and re-verifying source mitigation. Every corrective action is documented and communicated to the client and the insurance carrier.

Does Vivid handle the reconstruction phase directly or hand off to another contractor?

Directly, under Vivid’s Utah DOPL general contractor license #10894576-5501. This means a single point of contact through the entire project from initial call to final walkthrough, and one warranty covering both remediation and reconstruction workmanship. Where specialty trades are required (licensed electrician on rewiring, licensed plumber on supply-line replacement, HVAC contractor on ducted system replacement), Vivid coordinates and manages the subcontractor scope. Clients preferring to hand off reconstruction to a separate general contractor can do so; Vivid delivers the full moisture verification package for the receiving contractor’s file.

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Contact Vivid Water Damage & Restoration — Salt Lake County Emergency Response

Vivid Water Damage & Restoration answers emergency calls 24 hours a day, 7 days a week from our Fort Union office in Salt Lake City. The eight-stage process described above runs on every project, from the smallest single-room supply-line failure to the largest commercial multi-tenant loss.

• Emergency Line (24/7): (385) 289-3885
• Address: 7084 S 2300 E #170, Salt Lake City, UT 84121
• License: Utah DOPL general contractor license #10894576-5501

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Office Hours

• Emergency Service: 24 hours a day, 7 days a week
• Office Staff: Monday – Saturday, 9:00 AM – 5:00 PM
• Closed: Sundays and major holidays (emergency line always active)