Complaints

This profile includes complaints for The Mold Pros of South Florida, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Mold Pros of South Florida, Inc. has 10 locations, listed below.

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  The Mold Pros of South Florida, Inc.

  12940 Express Ct Ste 6 Fort Myers, FL 33913-8658

  
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  The Mold Pros LLC

  7275 W 162nd St Ste 106 Overland Park, KS 66085-9366

  
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  The Mold Pros

  4500 9th Ave NE Ste 300 Seattle, WA 98105-4762

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  The Mold Pros LLC

  7275 W 162nd St Ste 106 Overland Park, KS 66085

  
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  The Mold Pros

  Nichols Hills, OK 73116

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/23/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Jan 12th 2023 The Mold Pros were hired to perform mold remediation services in my home. The carpet and furniture was to be enzymatically treated and the old wooden tacking removed. TMPs removed and destroyed all my carpet approx **** square feet. They are refusing to accept responsibility and reimburse me to the value of a replacement carpet throughout. When I discovered this had happened, I wrote to the owner ******************* and his office manager ******** and told them not to run the balance of payment until this was resolved. They proceeded to take payment in full. ******************* has since been threatening and insulting in his correspondence. I was diagnosed with CIRS due to mycotoxin exposure. The stress of this situation is further impacting my health whilst I am in ****** caring for a frail parent. I tried to stop payment but ***** failed to stop it going through. ******************* was a poor communicator from the start. I have sent him a copy of my correspondence which clearly shows I did not want carpet removal but wanted it treated and was keeping the carpet. I signed the contract after that email and the contract does not involve removing/destroying my carpet which is relatively new. ***** team have left carpet debris and hundreds of exposed nails that are dangerous.

  Business Response

  Date: 01/28/2023

  Jan 4th, *********************** asked that we perform a whole-house treatment for her property including removal of the carpet tack strip in the 3 carpeted rooms.  Her initial request was for the carpet to be separated from the water-damaged tack strip due to suspected microbial growth.   ************************ noted she had been planning to replace the existing carpeting with hard flooring due to health concerns.   She asked if this could be done by TMP instead of the flooring company.  It was explained that we could remove it or treat it as discussed.
  
  On Jan 5th, she sent an email stating that she wanted the carpet and the tack strips removed by The Mold Pros rather than treated & removed later indicating it was Safer for us to do it.  The additional costs for moving the furniture, removing the carpet and padding and disposing of the carpet amounted to $750.00. It is often recommended to replace carpeting with hard floors for individuals with CIRs as the carpeting can become a repository for contaminates.  This was noted on her file & scheduled for ******* 12th.
  
  On Jan 7th, ************************ sent an email stating she could not afford the carpet removal. We performed the whole house treatment including the non-carpeted rooms, walls, contents, etc. on the property on ******* 12th.   Unfortunately, with the multiple back-and-forth emails & phone calls, our production crew removed the carpet from the living room, guest bedroom and the master bedroom per her Jan 5th email request.
  
  Upon receiving her email complaint after services were completed regarding the carpet removal confusion, we offered to connect via Zoom to discuss the situation, but she declined stating she was on Holiday in *****.  She requested the remaining balance of her total invoice for all services rendered be waived to cover the costs of all new flooring that she had already planned to replace.  She was informed that we would look at an additional credit and requested documentation for the carpeting invoice & date of purchase (normal procedure in a claims process)to start a claim/damage report as per the signed agreement.  She indicated that she had been advised to not provide the requested documentation for the purchase of the carpet.  As of today, we are still awaiting documentation to start the claim process.  
  
  The photos attached show the condition of the flooring after treatment. The tack strip and nails were removed, and the floors were treated and vacuumed to remove any debris in preparation for her new flooring as was discussed in previous conversations.  The statement that hundreds of nails were left exposed is simply not accurate as evidenced by the pictures ************************ attached showing a very clean underflooring.   
  
  There remains an outstanding balance on her invoice, and we are awaiting the requested documentation to process her claim prior to collecting the final payment.   We wish nothing more than to move forward, but *********************** has not been willing to fill out the claim form & required documentation to start the resolution process.  
  

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18882156
  
  I am rejecting this response because:

  The nails were not removed, only the tacking and the tacking, black with mold stain in the closet was not removed. I have paid my contractor to do this so am including her labor charge in my claim. I am also including the destruction of my mothers maple ashes urn, a favourite handbag and the full cost of replacing the carpet. I have had the previous supplier come out to measure and am submitting their new quote. The previous carpet is no longer available so they have quoted the most similar in weight, colour, texture and quality (Brightstone 1 Gem). The quote includes the under padding as per previous installation by them. This total is $5,350.34. They also were able to go back in their records and print my old receipt for the carpet that was removed. Dated: 7/20/2019. This cost and installation including under padding was $3,049.37. 

  Since Chase and Visas legal team have determined that 'The Mold Pros' are responsible for their mistake, they are going to award $3.325.75 back to me which leaves a balance of $2,024.59 owed to me. In addition, I am claiming $134.00 for contractor to remove dangerous mold-stained tacking from closet and to remove all nails (every six inches around entire perimeter - see new photos), touch up damaged paintwork; replacement value of handbag ****** $40.00, Maple urn $100.00. Total additional amount claiming: $2,298.59

  I am not able to upload more photos so will call BBB to ask how I can submit the following documents: Original carpet receipt; New carpet measure and quotation; photos of destroyed handbag and ashes urn. 

  Sincerely,
  
  *********************************

  Business Response

  Date: 02/09/2023

  While we appreciate Ms. *********** response with pictures of other damages, they are irrelevant to this claim.  The purse, the urn & other incidental damages are not covered as per the terms and conditions of the agreement: TMP shall not reimburse Property Owner for any claims related to incidental damages.  For this reason, homeowners are given a pre-remediation checklist advising to remove any valuable items prior to Treatment.  Our patent-pending,clinically proven process to treat mold and mycotoxins requires atomizing &wiping items with our natural, non-toxic botanical enzymes which *** leave a residue that can be safely wiped off with damp cloth and clothes and linens can be normally laundered per normal manufacturers recommendations. Our process helps salvage items that *** otherwise be required to be thrown away due to mold or mycotoxin contamination. 
  Part of our process is to take pictures of all contents of the premises both pre & post remediation. In reviewing all the pictures, the urn, the blanket, nor the purse were present on the property during our Treatment.  
  The contract provides a 72-hour time frame to report all issues.  ************************ brought up the carpet removal confusion in an email the day after treatment which was immediately replied to with an attempt to discuss. No other concerns were claimed.  As stated earlier, she could not be bothered to discuss by phone or zoom call due to being on Holiday in *****.  ************** reviewed the phone calls & the emails and removed the cost of the carpet removal from her final bill as a goodwill gesture due to the misunderstanding. 
  This should have been the end of the issue, but *********************** emailed that not only would she not discuss it, but she was also demanding a $4000 credit immediately and threatened she would go to BBB and file a credit card dispute if she did not get her demand met.  TMP understood her intention to have the carpet removed either by her **************** or TMP, which brings confusion as to how she believes TMP is obligated to purchase new carpet. She had repeatedly in emails and recorded phone calls stated she was putting in hard surface flooring for health reasons. She stated she preferred TMP perform the carpet removal since there would be commercial equipment in place to filter the potential mold and/or mycotoxins that could be released into the home during the removal of the old carpet. Due to her health condition, this was important to her.
  There were 2 scopes of work options requested by ************************  First was detaching the carpet from the tack strips and removing the tack strips.  Leaving the carpet, padding & anchors to be removed by the Flooring Company.   The 2nd included removal of the carpet, pad & tack strips.  Removal of the anchors (nails) was not included in either scope.  This portion & the floor prep for new flooring would be provided by her Floor Installers.  
  TMP has not been notified by her bank for the credit card dispute as of this date. Per the signed agreement she agreed to not file a dispute for the convenience of paying with a credit card. She will be liable for that amount, fees, interest & collection costs as defined by the terms and conditions.  Non-payment for services rendered is a separate issue from any damage claims.
  Presenting the estimate for new carpet in her BBB response that includes the cost of removal & installation is not an accurate accounting of her loss.  The removal (included in the quote) has already been performed & the remaining items of anchor removal, floor preparation, installation of new flooring, etc. would be a cost she would bear regardless of who removed the contaminated carpet.   The appropriate accounting would be to determine the fair market value of the existing carpet.  Price paid minus depreciation for age, wear,and tear.   This is the normal process for a damage claim as outlined in the terms and conditions: Property Owner must inform TMP in writing of all damage claims within five days of termination of agreement or last day onsite (whichever is sooner) and must include proof of loss and the failure to comply with this requirement shall result in denial of the claim.  Damages are limited to the fair market value or replacement cost of an item, whichever is lower. Property Owner shall make all claimed damaged item(s)available for inspection and shall comply with the reasonable requirements of any insurance policy and TMP.
  ************************ was reminded of the claim provision per the contract and asked to provide the paid invoice for the existing carpet & the insurance claim form on the date of notification.  As of today, that has not been received stating she has been advised otherwise not to provide any documentation. The cost of the original carpeting she has indicated as $3500, $4000 & now $5000. The amount seems to be a moving target. The estimates she submitted in her BBB response for the original purchase show multiple revisions with the final amount shown as $836.63 on page 2 (hidden behind page 1).  If she truly wants to resolve this fairly she would submit the final paid invoice not sheets of paper where she has manipulated the final pricing. TMP wants nothing more than a fair resolution and has conveyed that message from the start having already credited her for the full cost of the carpet removal & treatment of the subflooring.  We can move forward with the claim once the actual paid invoice & damage claim form is received.  
  

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18882156
  
  I am rejecting this response because: It is full of accusations that are simply untrue. The paperwork is legitimate and printed directly from *********** systems. There are many, many pages but I have provided the original final total and the new quote costs. I was on holiday for five days out of three months with an ailing parent. ******************* is clearly manipulating everything I say or have said and I am simply providing the evidence. If he refuses to recompense me for the full cost of the new carpet I will litigate adding in the full extent of TMPs failure to properly remediate my property, as per my last email to you ****. There are so many aspects of this latest response that I dispute that it is too great to add here. I have supplied what was asked of me and ******************* is trying to avoid responsibility for his mistake. 
  
  Sincerely,
  
  *********************************