TSR Emergency Call Sheet

It is crucial to the operation of the company to get as much detailed information as possible UPFRONT regarding each home to prepare our technicians BEFORE they arrive at the property and to ensure proper billing & referrals. ALL fields are REQUIRED unless otherwise specified.

Callsheets are required for ALL leads!
Even if you do not believe the customer will use our services, we need to at least have a name, address and phone number to follow up with. It is also necessary to track our paid lead generation sources (PRPs & Google) and follow up. If unable to close the sale and schedule, fill out as much of the below information as possible and then mark as a lost job.
Representative*
(person taking call)
Date*

MonthDayYear
DateHourMinutesAM/PM Option
Primary Job Information
Date of Loss*

MonthDayYear
Date
Customer is:*

HomeownerPlumberAgentProperty ManagementHomeowner (Tenant)Other
After Hours/On Call Request?*

NoYes
Customer Name*

First NameLast Name
Is the person calling the decision maker/owner of the property? (If not, add notes with name/phone # of the person who is.)

YesNo
Will ALL decision makers be onsite during mitigation/estimate? (if it's a husband and wife team, ask that they are both present)

YesNoIf they say NO - ask who will be available and collect their contact information below.
Alternate Estimate Contact Information:

First NameLast Name
Phone Number

Area CodePhone Number
Customer Company
If Plumber or Commercial Property
Email*
This is REQUIRED for Accounting & Customer Satisfaction Follow Up
Main Phone*

Area CodePhone Number
Alt Phone

Area CodePhone Number
Affected Property Address*

Street Address

Street Address Line 2

CityState / Province

Postal / Zip Code
Customer Billing Address (If different from affected property)

Street Address

Street Address Line 2

CityState / Province

Postal / Zip Code
RESIDENT CONTACT INFORMATION:

If Customer is a Property Manager, Commercial Building Owner, Plumber or Landlord, Enter the Affected Property's Resident Contact Information below:
Resident Name (If Different From 'Customer')

First NameLast Name
Resident Phone

Area CodePhone Number
Resident Email
REQUIRED for Customer Follow Up
REFERRAL INFORMATION
Referral Name*

First NameLast Name
Referral Type*

Plumber/PRP*Insurance AgentInternet (Google, Website, Social Media)Previous CustomerProperty ManagerEmployeeOther
Referral Company
Referrer Phone

Area CodePhone Number
Required: Confirm who the Property Owner is via the following links:

Virginia:
Maryland:
- Maryland Land Records
- Maryland Property
- Maryland Land Records
  ( username: mwilson@tristaterestores.com // pass: landrecs18 )
Washington DC

NOTE: If Address does not match name provided, follow this script:

"We understand you are not showing as the actual owner of the property, could you confirm the owners name or confirm you are said owner?"

They may ask how we know who the owner is and we would say: "Through a public real property search we obtained this information for purposes of establishing a legitimate contract with the bonafide owner of property".
LOSS DESCRIPTION

Tell the story of this loss and include details about the customer, residents, rooms affected, source of loss, upcoming appointments, how the customer reacts, anything relevant to the loss!
Loss Description (Be as accurate as possible & paste into DASH notes)*
Has the initial source of loss been fixed?*

YesNoCustomer has an appointmentOther
Loss Type*

WaterFireMoldSmokeTraumaSewageTarpBoard-UpEstimateBiohazard/CovidUnknownOther
Affected Floors*

CrawlspaceAtticBasement1st Floor2nd Floor3rd FloorOther
Affected Areas*

BasementKitchenBedroomLiving RoomBathroomClosetHallwayStairwellLaundry RoomCrawlspaceAtticUtility ClosetOther
Property Type*

Single FamilyTown/RowhomeCondo/AptCommercial PropertyTrailer/MobileOther
Year Built*
Pre-1978 Buildings MUST be Tested for Lead
Is Power Available?

YesNoCustomer Requires Power Box
Type of Flooring*
Type of Walls*
Type of Ceiling*
Type of Basement*

FinishedUnfinishedN/AOther
Are there any large/bulk items or furniture in the affected area?*

YesNo
Are there any small personal items in the affected area? (Collectables, art, storage, etc.)

YesNo
Are Boxes Needed?

YesNo
Contents Situation Notes
List any large or small contents that are affected and/or will require manipulation on arrival.
Are there any additional residents, animals or children residing in the home.*

YesNo
Customer Payment Information

Whenever possible we collect our service fees over the phone prior to dispatch. The deposit is due up front and is the same as the cost of the customer's insurance deductible. If not filing a claim, the default deposit is $1000. Ask the customer if they're prepared to make their payment over the phone and continue.

** We do NOT perform mold estimates during emergency hours!**

Don't know insurance deductible or, not filing a claim?
We collect a $1000 deposit

Inspections & Estimates:

All non-mold estimates within 25mile radius are FREE*

*The 25mi radius rule does not apply when the customer referral is from Google/Internet. Regardless of distance, we charge the standard estimate fee + cancellation fee.

All non-mold estimates are $150 (Includes: onsite technician, use of PPE, visual & moisture assessment via Hygrometer/Protimeter and verbal price)

All non-mold estimates w/ written SOW (xactimate) are $250 (Includes: onsite technician, use of PPE, visual & moisture assessment via Hygrometer/Protimeter and written SOW)

Mold Estimate Tier 1 = $250 (Includes: onsite technician, use of PPE, moisture assessment via Hygrometer/Protimeter, FLIR infrared camera, borescope and written SOW)

Mold Estimate Tier 2 = $550 (Includes: onsite technician, use of PPE, Mold Testing via 3 Air samples [outside, unaffected inside, and affected inside], lab testing with written results and written SOW)

Additional Estimate Details can be found on Bamboo HR:
https://tristaterestores.bamboohr.com/dashboard/announcement.php?id=40

Commercial Property Estimates - Most commercial property facilitators will want an estimate. Unless the PM is established and has been approved for a free estimate, we will be charging $250 for all written commercial property estimates.

If customer approves onsite estimate: Technicians onsite collect 1/2 of the total up front and immediately begin remediation.

Let the customer know that we have a CREDIT CARD CONVENIENCE FEE: TSR imposes a 3.5% convenience fee, which is not greater than TSRʼs cost of acceptance, on top of the transaction amount when payments are made via credit cards & debit cards. TSR does not provide cash refunds to customers, including those using credit cards.There will not be a charge for debit (when using your pin), pre-paid, check or gift cards.

Cancellation Fees: If the customer cancels a service call entirely, a $150 cancellation fee will be charged to the form of payment on file. If the customer cancels an inspection for an estimate (verbal or written), a $75 cancellation fee will be charged to the form of payment on file.
Payment Type*

InsuranceSelf-Pay Estimate (onsite estimate; requires 50% up front to start job)Plumber AccidentProperty ManagementPayment Plan RequestedEstimateSelf Pay (Collect $500 Deposit to start work today, NO estimate onsite)Other
Insurance Carrier

State FarmAllstateErie InsuranceFarmersUSAANationwideTravelers MDTravelers DC/VAOther
Travelers MD Customers:

From this point forward, for Maryland Travelers customers we will only go out to extract water and remove carpet/pad (if applicable) to mitigate water migration.
- At the time we extract water (Cat 1, 2 & 3) and possibly remove carpet/padding. We will put together a scope of work in Xactimate and present to homeowner for approval. Technicians must put paperwork together onsite and the office must prepare estimate directly the next day to prevent delays
- Moisture readings for the first visit service will consist of outdoor and indoor atmospheric readings. Moisture reading of walls and other material can be taken with pictures.
- At the time of service for CAT 1-2 losses, to extract water, we will collect a mandatory across the board deposit of $1,000.00.
- At the time of service for CAT 3 losses, collect $2,000.00 deposit. Additional services include, anti microbial, triple extraction and cleaning.
  If there are NO exraction services needed and/or removal of carpet and padding, we will charge a $250.00 written estimate and consult fee.
  Loss limitations signed on every initial service.
- The $1,000.00/$2,000.00 deposit will represent the extraction cost, PPE and service call; set up of extraction machine (and applicable CAT 3 charges). Any limited scope of work job performed that comes under $1,000.00/$2,000.00 will be reimbursed back to the homeowner or if the customer decides to move forward with estimated work, that money will be applied to the rest of the work.
- Finally, if a scope of work is approved in writing by carrier we can move on without further deposit. If the customer directly approves for us to move forward, we must collect 1/2 the estimated amount less deposit.
- Two estimates are completed in Xactimate by duplication, one for the initial work described above dealt with as a self-pay and the other for the rest of the estimated work to be done.
Agent Name

First NameLast Name
Adjuster Name

First NameLast Name
Did customer file an insurance claim?

YesNoPlanning On FilingOther
Claim Number
Coverage Issues?

YesNoOther
Required Deposit Type*
Select one if this is an Estimate, Commercial Job or Plumber Accident.
Deposit Amount Being Collected:*
If different amount from options above.
Payment Type

Credit Card (3.5% Convenience Fee Required)Debit CardE-CheckCheck on Arrival
Cancellation Fees:

Service Call: If the customer cancels a service call entirely, a $150 cancellation fee will be charged to the form of payment on file.

Estimate: If the customer cancels an inspection for an estimate (verbal or written), a $75 cancellation fee will be charged to the form of payment on file, unless this was a free estimate per 25mi/non-internet lead rule.
Ask Customer Covid-19 Safety Questions:
Have your or anyone in your household been recently exposed, diagnosed or are waiting on a test result?

YesNo
PRO ASSIST

You will send the customer a pro-assist text invite once this call sheet goes through. Two things should happen: they'll need to verify the phone number and upload a few pictures for our Technicians. This will ensure we're bringing the right resources for the job. Customers can also receive ETA notifications AND track them on a live map (Just like Uber!) NOTE: A cell phone number is required for this service! Please add below:
Did you tell the customer about Pro Assist?

YesNo
JOB STATUS
Choose One:*

ScheduledPendingLostOther
Follow Up Details or Reason for Not Scheduling
ADD THESE NOTES TO DASH
Did you add customer's address in Samsara?*

YesNo
How to create a geofence in Samsara:
1. Log into Samsara (https://cloud.samsara.com/)
2. Navigate to Addresses/Geofence: https://cloud.samsara.com/o/11007514/fleet/config/addresses
3. Click the + to add a new customer address
4. Label it with "Dash job #/Customer Name"
NOTE: This step MUST be done before dispatch so that we can track our time onsite at this property.
Dispatch/Arrival Notes for Tech
Schedule, Special Accommodation Requests, Deposit Info
Estimator Scheduled*
This is the technician scheduled to go out and perform the estimate.
Technician Scheduled*
Check with production team for availability.
Helper Scheduled*
Temps Needed?

YesNo
Should be Empty:

Primary Job Information

REFERRAL INFORMATION

Required: Confirm who the Property Owner is via the following links:

LOSS DESCRIPTION

Inspections & Estimates:

Ask Customer Covid-19 Safety Questions:

PRO ASSIST

JOB STATUS