ComplaintsforAdvanced Environmental Solutions

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/18/22 this company did a mold test for a rental home for me. After the test was done, right at the moment they asked the fee that was $450 and I wrote them the check. I asked for an invoice and they said they will email it to me, which they never did. On 5/3/22 they emailed me a lab report. I called *** at ************ and said the lab report that emailed to me is not belong to our rental home. He insisted that it is. I told him it does not have our address, how I know it is belonged to our rental? He said it belongs to us because he said so! Later I told him that even the date of the sampling on the report is not the date they came to take the sample! Finally, he accepted and said they lost our air sample and will come to get another sample. He made 2 appointments and never showed up. Then he lied that he went on Saturday, but tenant was not home. He never made the thirst appointment with me for Saturday. At this point I asked his supervisor to contact me. I sent many texts to him, left many voice mails to the only other phone number on their websites and sent many emails to the only email address on their website. Only in this between once *** told me that his supervisor is very busy. Other than that, I never heard from anyone, supervisor or others.This is not a reliable company. They sent other peoples lab test to me and pretend it is ours. Once I found out it is not belonged to us, they didnt correct themselves. I request they refund $450 that they collected, but never performed the service.

  Business response

  08/11/2022

  Hello ****,
  
  
  Accept my apologies for not responding sooner, as we had some
  administrative issues and couldn't respond in a timely fashion.
  It is our goal to provide complete satisfaction to our clients, however
  in this case there were circumstances beyond our control.
  The Initial sample package that we collected was lost by ***** (We can
  provide evidence). We offered to go again to collect
  another sample at no cost to the client and also offered a refund from
  the initial fee we collected. Although no fault of ours,
  we offered additional services and partial refund keeping in mind
  additional time it took to complete the air sampling and inconvenience
  for the client.
  
  Client didn't cooperate for any of the above that we offered in fact
  hung up on us when we tried to call. We would like to resolve this
  issue. Please let us know what is required from us at this time.
  
  Thanks,
  ***************************
  ************

  Customer response

  08/19/2022

  I am rejecting this response because:

   

  In their response, if you pay attention they say they can provide the evidence that ***** lost the sample, but when they claim they offered us the refund , they don't say they can provide the evidence. Because they never made that offer and they don't have any evidence. If they are truthful, all we asked in this complaint was the refund, why are they not sending it??
  
  Please read again the content of my complaint to know how they work. They don't have an address or names on their website! They don't communicate much in writing so there is no evidence of how they work.
  
  Attached are the copies of ALL the emails between me and this company. As you can see, they only sent one email that was for sending us the wrong report and they never responded to any of the emails that I sent to them. The emails I sent were over a period of one month with no response from them.This is the only email address on their website. 

  
  

  Business response

  08/19/2022

  As previously indicated, we would like to resolve and close this matter. If the client doesnt want another sample collected, we can offer $300 refund to close this matter. Please note that original sample was lost by ***** causing delays in processing which was beyond our control.

   

  Thanks,

  Advanced Environmental Solutions 

  Customer response

  09/21/2022

  I am rejecting this response because:

  Here is my response to the business.
  
  We require the full refund of $450 as it is not our fault that based on AES claim ***** lost the sample. The business could solve this months ago, but they didn't. I won't repeat the communication evidence that I already provided, which shows how irresponsible they are.
  
  Thanks,
  
   
  
  *************************
  
   
  
  1079 ***********. B-236
  *********, ** 95661
  
  ************
  
  ****************************

  
  

  Business response

  09/22/2022

  Good evening,

   

  At this point, this matter has lingered for some time and we would like to resolve this as well.  We stand by our original statement and offer to refund the client $300.00 in good faith, even though the circumstances revolving around the job were no fault of AES.  Please let us know if this is acceptable and we can move forward to get a signed release from you and process the listed refund.

   

  Sincerely,

   

  AES.

  Customer response

  09/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

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