Our warranty at a glance
Warranty call goes to Michael Bass personally. (385) 247-9359.
2020
How True Day Communicates With You During Your Water Damage Project
The most common complaint homeowners have about restoration contractors is not the work itself — it is being left in the dark. Walking in after a crew leaves and not knowing what was done, what happens tomorrow, or when drying actually ends. This page is True Day’s written commitment to the opposite: a named communication standard with specific touchpoints and specific timing, so you always know what is happening on your project.
Water damage restoration projects run 3 days to 8 weeks depending on scope. Over that stretch, dozens of decisions get made — some by the crew on-site, some by the project lead, some by the insurance adjuster, some by you. Communication failures are what turn a 4-week project into a 12-week project with a billing dispute at the end. True Day operates under a specific, written communication standard that eliminates the ambiguity most restoration companies allow to accumulate.
This page documents every scheduled touchpoint on a True Day project — who contacts you, when, by what method, and what information you receive. These are commitments. If we ever go a working day without an update on your active project without prior notice from you, that is a service failure on our part, and Michael Bass expects to hear about it directly at (385) 247-9359 so he can correct it.
Scheduled Communication Touchpoints
Live phone answer, 24/7/365
Your call to (385) 247-9359 is answered live by a trained dispatcher within 3 rings — any hour, any day of the year, including holidays and overnight. No voicemail, no automated menu, no “press 1 for emergency.” The person who answers takes your address, cross streets, water source, and callback number, and dispatches a True Day W-2 crew within minutes.
Non-emergency inquiry response
Questions that arrive outside active project hours — estimate requests, warranty inquiries, scheduling, general questions — receive a response by phone or email within 4 business hours during normal weekday hours. No question goes unanswered to the next day.
On-site walkthrough with scope and timeline
Before any extraction, demolition, or drying equipment deployment, the project lead walks you through the full assessment: thermal imaging findings, moisture meter readings at each monitoring point, which materials are coming out and which stay in place, the Xactimate scope being submitted to your carrier, your deductible, your total out-of-pocket cost, the projected timeline, and the schedule for the first 24-48 hours of work. You see every decision before it is executed.
Daily project update from the project lead
A text or phone call (your preference) at the end of every working day summarizing what was completed, current moisture readings at monitoring points, and what is scheduled for the next day. If our lead is not on your project that day, the update comes from the technician who was. You never go to sleep not knowing what happened on your project that day.
Photo documentation of changes and new findings
Photos of any newly discovered damage, changed conditions, or reconstruction milestones are sent by text the same day they are observed. You see what we see, when we see it. Hidden damage uncovered during demolition, moisture readings that change the drying timeline, supplement-triggering findings — all documented photographically and shared within hours.
Insurance carrier communication copies
A copy of every message we send to your insurance adjuster is copied to you. Every scope change, every supplemental request, every approval request — you see it in real time, not weeks later when you receive the settlement letter. The claim stays transparent throughout the project.
Xactimate scope documentation submitted
The initial Xactimate-format scope of work is submitted to your insurance adjuster within 24 hours of the on-site assessment, with the full documentation package: thermal imaging report, moisture mapping with readings at all monitoring points, photographic documentation by room and area, and the Xactimate line-item estimate. Adjuster calls during active projects are returned same-day whenever possible.
Written weekly summary for extended projects
Extended projects — major water losses, mold remediation, full reconstruction — receive a written weekly summary documenting the week’s progress, current status at all monitoring points, next week’s planned work, and any schedule or scope adjustments. Delivered by email so there is a permanent written record.
Post-project owner follow-up
A personal follow-up call from Michael Bass, the owner, 7 to 14 days after project completion to verify satisfaction, address anything that came up after the crew left, and confirm all warranty documentation is in your hands. If anything is unresolved, this is the moment it gets addressed — before it becomes an unanswered review or a formal complaint.
Warranty callback inspection
A warranty call about workmanship or recurring moisture after project completion is inspected within 5 business days under our written Limited Workmanship Warranty — or sooner for active water conditions. See our full warranty page for coverage, exclusions, and the claim process.
Review Response Commitment
Every Google review of True Day — positive, negative, or mixed — is read personally by Michael Bass, the owner. Replies are posted within 24 to 48 hours of receipt. If you leave a review and something in it needs a real conversation, you will get one — directly from the owner, not a scripted template response.
If a review raises an issue that requires follow-up with the homeowner directly, Michael calls you. If the issue requires a scope or billing adjustment, that adjustment happens before the review conversation closes. We do not debate review content publicly; we fix the underlying issue privately and update the public response when it is resolved.
Three-Step Escalation Path
If Communication Breaks Down
Our communication standard is a commitment, not a guarantee that nothing will ever go wrong. In the rare case that something does go wrong — a missed daily update, an unresponsive project lead, a decision made without your input — here is the escalation path, published in writing before you sign anything:
- Talk to the project lead immediately. Most issues are resolved on the spot when we know about them right away. Waiting until the project ends limits our ability to fix things while equipment and crew are still deployed.
- Escalate directly to Michael Bass. If the project lead cannot resolve the issue to your satisfaction, call (385) 247-9359 and identify yourself as the homeowner on an active or recently completed True Day project. Michael reads every message personally and will contact you within one business day. Most escalated issues are resolved through this direct owner conversation.
- Formal complaint through the BBB. If direct owner resolution does not satisfy the issue, True Day Water Damage Restoration is BBB Accredited (Letter Grade A). You can file a formal complaint through the Better Business Bureau of Utah, and we are contractually committed to responding through the BBB process. This third-party accountability channel exists specifically for the rare case where a homeowner and a business cannot reach resolution directly.
What We Will Not Do
Some restoration companies manage project communication by minimizing it — fewer updates means fewer disputes to document. True Day operates on the opposite theory: the more we document and communicate, the fewer things reach the dispute stage. Here is what we commit, in writing, not to do:
- We will not go a working day without an update on your active project without prior notice from you that you prefer less frequent contact.
- We will not make a scope decision without talking to you first. If hidden damage is discovered during demolition, we stop, photograph, send you the supplement scope, and wait for your signature before proceeding — even if the delay affects timeline.
- We will not communicate with your adjuster without copying you. Every message to the carrier is copied to you in real time.
- We will not stall, ignore, or refuse to communicate with a homeowner who has a legitimate concern about a True Day project. We would rather refund a portion of a job than have an unresolved complaint on our reputation.
- We will not post scripted responses to reviews. Every review response is written personally by Michael for the specific review it addresses.
Verify Our Communication Standard Before You Hire Us
You do not have to take this commitment on faith. The communication standard documented on this page is drawn directly from how True Day operates every day. If you want to verify before hiring us:
- Call (385) 247-9359 at any hour, including after midnight on a weekend. Confirm the live-answer commitment yourself.
- Read our Google reviews — specifically the responses from Michael Bass to each review. Confirm the owner-signed, specific-to-the-review response pattern.
- Request a sample daily project update format and sample weekly summary from a prior project (details redacted for homeowner privacy per our Privacy Policy). We send them on request.
- Ask any True Day team member on an initial consultation call to walk you through the escalation path. The answer should match the three steps documented above.
Related Pages
- Water Damage Restoration Services — complete restoration process overview
- Insurance & Billing Policy — No Surprise Invoice policy, Xactimate direct-billing, 12-question FAQ
- Written Workmanship Warranty — 12-month warranty terms and claim process
- 45-Minute Arrival Guarantee — written SLA with auto-credited remedy
- Credentials & Verification — how to independently verify every credential
- About Michael Bass, Owner — the person who personally reviews every escalation
Page last reviewed: October 2026. Communication Standard reviewed and reaffirmed quarterly.
Communication commitments during an active job
The biggest complaint about restoration companies is radio silence. Here is exactly what we commit to.
Live-answered calls 24/7
Someone picks up at (385) 247-9359 any hour of any day. Not voicemail, not a national call center. During business hours it is us; after hours it is a vetted answering service that pages the on-call tech — who calls you back inside 15 minutes.
Daily text update Drying days
While equipment is on site, we text you daily with 2 photos: one of today’s moisture reading on the meter display, and one of the equipment layout. You know what’s happening without having to ask.
10-minute ETA call Every visit
Before every visit — even a brief equipment check — the tech calls when they are 10 minutes out. No surprise door-knocks while you are on a call or feeding kids.
Michael’s cell Cat 2 / Cat 3
On any Cat 2 (gray water) or Cat 3 (sewage, biohazard) job, Michael gives you his direct cell number at the first visit. For warranty calls, that line stays open past the job.
No surprise visits Scheduled only
Every entry to your home is scheduled with you in writing. Even if the tech was “in the area” they call before showing up.
No surprise invoices Signed scope
Scope changes mid-job (hidden damage, carrier supplemental) get a written change-order signed by you before anything is executed. The final bill matches what you signed.
If any of these commitments are broken on your job, call (385) 247-9359 and ask for Michael. The response-time log is reviewed weekly.
What happens when you call after hours
“Live-answered 24/7” is the claim — here is the actual process so you know what you are hearing on the line.
Business hours — you reach us directly
The office line goes to Michael, a crew member, or dispatch. Live-answered inside 3 rings during the business day.
Vetted third-party answering service
The call is answered live by a licensed answering-service operator who takes your name, address, and a brief scope. You are told on pickup that you are speaking to the answering service — we don’t impersonate the office.
On-call tech paged
Operator pages the True Day on-call tech with your contact info and scope. For Cat 2 or Cat 3 water, biohazard, or fire — Michael is paged too.
Callback from the on-call tech
The actual True Day tech who will come to your house calls you back directly and sets the arrival. If 15 minutes passes with no callback, call (385) 247-9359 again and tell the operator you have not been reached — they escalate to Michael personally.
Why not direct-to-cell? We are 5 people. If every after-hours call went to Michael’s personal phone, we would miss half of them. The answering service is a hand-off, not a wall — the 15-minute callback is the actual service level.
Communication FAQ
How we stay in touch during a job — and what to do if we miss.
How often will you update me during a job?
What’s your typical callback time?
Can I text your crew or just call?
What if there’s bad news mid-job (hidden damage, longer timeline)?
Who do I escalate to if I’m not getting a response?
Who you talk to — the Communication Standard, by role
Every touchpoint on a True Day job has one named role responsible for it. Here is who owns what.
First call + crew assignment
Live-answered 24/7 at (385) 247-9359. Takes your name, address, water source, and category assessment. Pages the on-call tech. On Cat 2 or Cat 3, pages Michael simultaneously.
En route + first inspection + ongoing drying
Calls you with 10-min ETA before arrival. Runs the FLIR scan, writes the Xactimate scope, deploys equipment. Same tech returns for every daily check-in. Direct cell number given to you on first visit.
Cat 2/3 escalation, warranty, scope disputes
Paged on dispatch for Cat 2 / Cat 3 / biohazard / fire. On site at the first visit for those jobs. Personally reviews every warranty claim. Handles any adjuster disagreement in writing. Direct line: (385) 247-9359.
Rebuild scope, material ordering, finish-out
Takes over once mitigation is signed off. Walks the rebuild scope with you, orders materials with lead times published, and runs the trades (drywall, flooring, paint) under our Utah GC License #960332-3505. Michael countersigns the final completion report.
Carrier Xactimate filing + direct billing
Files our scope with the adjuster, handles supplementals when hidden damage is found, and bills the carrier direct for the approved amount. Your deductible is paid to us; the carrier side is handled without your translation.
Fewer handoffs than a franchise. Dispatch, on-call tech, Michael, reconstruction lead, billing — five functions, often two people. If a touchpoint goes silent, call (385) 247-9359 and ask for Michael directly.
When you’ll hear from us, by name
- First contactA real person on the line within three rings during business hours; a live-answered dispatch call after hours.
- Before the crew arrivesA text with the arriving technician’s first name and your arrival window, so you know who’s coming to your door.
- On-site, day oneWalk-through with photos, a verbal scope of work, and an estimate before anything is torn out.
- During the drying phaseA daily moisture-reading update — in writing, with numbers — until equipment comes off.
- If your insurer is involvedWe copy your adjuster on scope changes in real time and keep you on every email thread; no decisions made over your head.
- Close-outFinal walk-through with the homeowner, written warranty, and a direct cell number for the lead tech on your job for 2 years.
How we handle complaints
- Step 1 — You call Michael, not a service desk
- Michael Bass is the owner on record and the first point of contact for every complaint. (385) 247-9359, same business day, no escalation ladder.
- Step 2 — We write down what happened
- The complaint goes into the job file in writing — your words, our record of what we did, dated photos if applicable — before we talk about resolution. Nothing gets handled on a verbal he-said-she-said.
- Step 3 — We offer a resolution path in writing
- A written proposal of what we will do to fix it (rework, refund, credit, outside second opinion) lands in your inbox within a short business-day turnaround, not two weeks later.
- Step 4 — If we can’t resolve it privately
- Our policy is to respond to a critical public review honestly and publicly, not to fight to get it taken down. You keep the right to tell your story in your own words.
We’d rather fix the problem than win the argument. If a reasonable fix isn’t what you got, call us before you call your card company.
What communication actually looks like during your job
The most common complaint homeowners have about restoration contractors isn’t the work — it’s not knowing what’s happening. Here is exactly how we communicate from first call to close-out.
Our commitments by phase
| Phase | What we send you | Timing |
|---|---|---|
| First call | Dispatcher confirms address + loss type; crew ETA | During the call — no voicemail wait |
| Arrival | Text or call: “we’re here” + initial assessment summary | Within 15 minutes of arrival |
| Scope call | Category 1/2/3 call + scope summary + photos sent to you AND adjuster | Within 2 hours of arrival |
| Active work | Daily update: moisture readings, equipment status, what’s next | End of each work day until dry-out complete |
| Milestone | Dry-standard reached notification + reconstruction timeline | Day of transition |
| Close-out | Final walk-through + warranty document in writing | Final day on-site |
Single point of contact
Owner Michael Bass is your single POC start-to-finish. His cell number is on your paperwork from day one. If a question comes up and the crew isn’t there, Michael answers directly — not a call-center that routes to whoever is available.
What we don’t do
We don’t ghost you between phases. We don’t let the carrier call you before we’ve synced on scope. We don’t let the reconstruction crew show up without warning. Every transition gets a heads-up call or text.
Which channel for which conversation — and why we hold the line
Most homeowners today prefer text messages for routine updates and reserve phone calls for emergencies and decisions. That matches how we work. Here’s how we match the channel to the content — and why we don’t try to put every conversation on the channel the customer prefers.
| Situation | Primary channel | Why |
|---|---|---|
| First call for an emergency | Phone (385) 247-9359 | Live triage — we need to hear what’s happening, ask follow-ups, give you steps for the first 15 minutes |
| Appointment confirmation / ETA | Text | Low-friction, timestamped, you can keep working |
| Daily moisture-check update during active drying | Text with photo attachment | Visual proof of progress; you keep the thread for your records |
| Scope change or decision point | Phone + follow-up email | Decisions need back-and-forth, not thumbs; the email captures what was agreed |
| Insurance documentation | Email + shared folder | Adjusters need PDF attachments; everything audit-trailed |
| Final walk-through | In person at the property | You see what we did; we see what you see — signed off there |
| Warranty question months later | Phone or text, your choice | Low urgency; we match your preference |
Why we won’t text a scope change
- A text can be misread, interrupted, or sent to the wrong thread — a decision about $2,000 of additional work shouldn’t rest on that
- A phone conversation lets you ask questions in real time — which is what makes it a real decision, not a yes-to-get-it-over-with
- The follow-up email after the call is what makes the decision auditable — both sides have the same written record
You can state a preference at the start of the job and we’ll follow it where it works — and we’ll push back honestly on the one or two places where the channel you prefer isn’t the right fit for the content.