The Promise, in One Paragraph
Every repair Marsh Water Damage Restoration performs is covered for 365 days from the date of service. If workmanship we completed doesn’t hold within that window, we come back, we look at it, and we make it right – at no charge to you. No form to file. No receipt to dig up. No debate about whether it qualifies. You call, we show up. That’s the whole promise.
What’s Covered
- The workmanship on any job we performed. If we dried it, extracted it, remediated it, or rebuilt it, the quality of that work is covered for the full 365 days.
- Parts and materials we supplied and installed. Any material we sourced and put in place as part of your job is included – if it fails, that’s on us, not you.
- A return visit at no charge. One call gets a technician back to your door – no service fee, no trip charge, nothing to pay before we’ve even looked.
- A full redo when a repair doesn’t hold. If the fix didn’t take, we don’t patch the patch – we go back to the source and do it right this time.
- Clean-up after the return visit. We leave the space the way we found it, or better. A redo that leaves a mess isn’t a redo.
- A written record of every return visit. Every job, every visit, is documented and time-stamped – because the 365-Day Done Right Promise is only as good as the paper it’s printed on, and ours is printed on every work order.
What Isn’t Covered
We want to be straightforward here, because a promise buried in exceptions isn’t really a promise. Here’s what falls outside the 365-day window – and why each one is reasonable.
- New damage from a storm, flood, or accident after our visit. If a pipe bursts again six months later, that’s a new job, not a warranty claim – though we’re ready to help either way.
- Work performed by another contractor. We can only stand behind what our own technicians completed. If someone else touched the repair, we can’t verify the method or the materials.
- Parts or materials a customer supplied. When a homeowner provides materials, we do our best to install them correctly, but the material itself is outside our control – and outside the promise.
- Normal wear on equipment or materials we installed. Some settling and normal aging happen over a year. The promise covers workmanship, not the passage of time.
- Problems the customer declined to have us fix when we flagged them. We note everything we see. If we flagged a secondary issue and the customer chose not to address it, that issue sits outside the 365-day coverage – though we’ll still come look and give you an honest assessment.
- Damage caused by conditions that developed after we closed the job. Ongoing leaks, plumbing failures, or structural events that happen post-service create new damage. That’s a new situation, and we’ll price it fresh – in writing, before we start.
How to Use the Promise
Step 1: Call (910) 613-6568 or book online
A live person answers every call, 24 hours a day, 7 days a week – not a voicemail, not a bot. Tell us you’re calling about a Promise return, and we’ll take it from there.
Step 2: Tell us the job and roughly when it was done
You don’t need a receipt, a work order number, or any paperwork. We have your job on file – the date, the scope, the technician, and the documentation. Give us your name and a general sense of the work, and we’ll pull everything up.
Step 3: We schedule the return visit
We find a time that works for you and send you the technician’s name and photo before the visit – the same Threshold Verified protocol as your first appointment. No surprises at the door.
Step 4: We make it right
The technician assesses what happened, explains it plainly, and corrects the work. There’s no charge, no form to sign, and nothing to argue about – the 365-Day Done Right Promise is already on your work order. It doesn’t have to be earned.
Timing
The 365-day window starts on the date your job was completed. If you notice something on day 366, call us anyway. We’re reasonable people, and we’re not going to slam a door because a calendar flipped. We’ll still come look, give you an honest read, and tell you where things stand. Each Marsh location is independently owned and operated, but every one is part of the Threshold Group family and every one honors this promise – because that’s what the Threshold Standard requires, not just what the brochure says.
Questions About the Promise
If you have a question about whether something is covered, the fastest answer is a conversation. Call us at (910) 613-6568 – a real person picks up every time, any hour of the day. We’d rather talk it through in two minutes than have you wondering.
Written by Tobias Reyner, Owner and Lead Restoration Technician at Marsh Water Damage Restoration, part of the Threshold Group family of restoration companies since 2005.