What happens when you first call?
Most people who call have been putting it off for a while. That's normal. You don't need anything figured out before you pick up the phone.
On the first call we mostly listen. We'll ask a few simple questions:
- Where is the home, and who lives there now?
- Is the person still living in the house, or has the home been left empty?
- Which rooms are hardest to get into?
- Is there a deadline, like a house sale, a lease, or a notice from the city?
- Are there things the family is worried about losing, like photos, paperwork or a coin collection?
If you can, send a few phone photos. A picture from each doorway is plenty. Some estimates can be done from photos alone. Others need a walk-through, which is free too.
Everything you tell us stays private. We don't share your address or your family's situation with anyone.
Who is the project manager?
Fresh Start is a national network, but the work is local. Every job is run by a project manager who lives and works in your area. That person visits the home, gives you the estimate, builds the plan, leads the crew, and is the one you call with questions. You won't get handed from person to person.
A good project manager talks with the person who lives there, not just about them. They notice the shoebox of letters under the bed before it goes in a bag. And they tell you honestly when something will take longer or cost more than you hoped.
The step-by-step process
1. Call or send photos
You can reach out or request a free estimate online. Either way, you'll hear from a real person.
2. A free, private estimate
Your project manager looks at the photos or walks the home with you. They're checking how many rooms are full, how deep things are stacked, whether there's pet or human waste or rodent droppings, and how easy it is to get a truck close to the door. Homes with waste and heavy odor are normal work for us.
We don't publish prices because every home is different. Your estimate explains what's driving the cost. If cost is a worry, financing is available, and our page on hoarding cleanup cost explains what changes the price.
3. A plan built with the family and the person who lives there
This is the step people skip, and it's the one that matters most. We sit down and agree on what's being kept, what's being looked through, and what can go. We decide which rooms come first. Often it's the kitchen or the bathroom, because those are the rooms someone needs to live safely. The person who lives there gets a real say. If your mom wants to look at every box of papers herself, we plan time for that.
4. Sort and save
Before anything gets hauled, the crew sorts. We set aside photos, letters, cash, jewelry, keys, important papers, and anything on the family's list. Old mail gets checked before it's tossed, because bank statements, titles and checks often end up in it. Saved items go into labeled boxes so you can find them later. Our page on sorting and saving belongings goes into more detail.
5. Remove and haul
What's left gets bagged and carried out. On bigger jobs we may bring a dumpster. A 30-yard dumpster is a big open-top bin, roughly 20 feet long and taller than most people, and a full house can fill more than one. Usable furniture, clothes and household goods get donated where we can. Metal, cardboard and electronics get recycled where possible.
6. Deep clean and deodorize
Once the rooms are empty, we clean. That means scrubbing floors and walls, cleaning out the fridge and cabinets, sanitizing bathrooms, and treating odor at the source. Learn more about deep cleaning.
7. The final walk-through
Your project manager walks the home with you, room by room. You'll see the saved boxes, check every space, and point out anything that still needs attention. If something was missed, the crew takes care of it before they leave.
What does the crew bring?
The crew usually brings heavy-duty bags, boxes and labels, gloves, masks and protective suits, shovels, carts and dollies, cleaning supplies, and odor treatment. They bring a truck for hauling, and a dumpster gets dropped off if the job needs one.
We keep it low-key and private. The crew doesn't talk about the home with neighbors, and we can work in a way that draws as little attention as possible.
What does a typical day look like?
A day starts with the project manager going over the plan with the crew and checking in with any family who came.
The first hour or two is usually about making space. The crew clears a path from the front door and sets up a sorting area, often in the garage or driveway. From there, they work one room at a time. Things to keep go in one place, things to look through go in another, and trash goes straight out.
If the person who lives there is home, the crew checks with them along the way. Breaks are fine. Some families stop in at the end of the day to look through the "maybe" boxes.
Small homes can be done in a day or two. A full house with years of buildup can take a week or more. Your project manager will give you a realistic idea up front and keep you updated as things change.
One call, a local project manager
Here's how the network works. You call one number. We connect you with the project manager who covers your area. From that point on, your job is in their hands, and they're the person you'll talk to.
Abel Dominguez started Fresh Start after years of running a junk removal company in Southern California. Between Abel and our project managers, the team has worked in hundreds of hoarded homes. You can read more about us, or see the areas we serve.
If you're helping a parent, see helping a family member. If this is your own home, read if this is your home.
Common questions
Does the person who lives there have to agree to the cleanup?
It goes much better when they do, and we'll always try to include them. Your project manager can talk with them, answer their questions, and build a plan that respects what they want to keep. If they're not ready, we can talk with you about other ways to start.
Do I need to be there while the crew works?
No. Many families aren't local, and that's fine. Your project manager can send you updates and photos, and call you when a decision needs to be made about something that was found.
How long does a hoarding cleanup take?
It depends on the size of the home and how much is inside. A single room or small apartment may take a day, while a full house can take a week or longer. Your project manager will give you a realistic timeline at the estimate.
What happens to the things we decide to keep?
They're boxed, labeled and set aside in a room or spot you choose. Photos, papers, jewelry and anything on your list get special care so they don't get mixed in with things being hauled away.
Should we clean or throw things out before the estimate?
Please don't. We need to see the home as it is to give you an accurate estimate, and clearing things yourself can be unsafe when there's waste, mold or heavy stacks. Leave it to the crew.