ComplaintsforRapid Mold Removal Service

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 9th, of this year, we had rapid mold removal come to our house to professionally remove some mold that we had. They supposedly did a professional job and remove all of the mold, however, when I started to demo the rest of one of the walls that they supposedly removed all the mold from, I found more mold that was not removed. I did this unknowingly, and did not have a proper setup for mold removing in the house. I took pictures of all the mold that I had removed and sent everything over to the sales manager *****. When I called *****, I asked him how they were going to rectify the situation, because they charged me over $1,800 for a supposed professional job which was not completed, and in turn I unsafely removed the rest of the mold, unknowingly to myself. His reply when I asked him what they were going to do to right the situation was, "I don't know", he then recommended sending the technician back to my house. He called me the very next day and asked me what exactly that I wanted for the technician to do, mind you he was the one who suggested the technician come back to my house. I reiterated what I told him before that I had already removed the mold myself and that I was not happy with the services that they were supposed to provide to us, and that I wanted him to rectify the situation somehow. He then said that the technician would be out and I said okay we will take it from there afterwards. When the technician came to my house I showed him the pictures that I had and the wall that I took it out from, and I also told the technician that I just wanted to be done right by the company and for him to report back to his superiors on what was going on. I did not receive any call that day or the day after, so I called them and asked directly for the sales manager *****, he was not there so I left the message with my name and number and supposedly I was going to get a call back the very next day, first thing in the morning. Nobody contacted me

  Business response

  12/22/2023

  On 11/09 Mr. ******** had us remove mold in his finished basement.  On 12/11 Mr. ******** called to say we missed a spot of mold in the home. However, mold grows back within 24 hours with an active moisture source so it was more than likely new mold growth. We sent ************** out to the home a second time to treat the area on 12/13.  The area in which Mr. ******** removed drywall in his home was very minimal. Mr. ******** is asking for a full refund which is not available to him as his warranty is active and we came back out at his request to treat the mold.  

  Customer response

  12/26/2023

   I am rejecting this response because:
  
  I am rejecting this response because the statements given by Rapid Mold Removal are not true. There is no source of moisture for the area that had been worked on, that mold was simply missed. The mold came from the problems we had with main drain line getting clogged with tree roots and backing up water through the floor drain in the mechanical room. There was a pretty substantial amount of mold that I removed, unknowingly, with no proper setup for remediation, because I thought all the mold had been removed. Also, I did not request their technician return, they did. I told them repeatedly I had already removed the remaining mold myself and there was no reason for the technician to return. I thought maybe they sent him just to look things over and/or take pictures. He sprayed the area a little, but that was unnecessary since I had already sprayed the area. I did not ask for a full refund, but I think a refund is definitely warranted, being that did not complete the job and the situation put me and my family at risk when I unknowingly removed more mold. Not to mention, I had to miss 2 1/2 hours of work in order to be here and let the technician in my house, when again, I did not even want him back. I think a refund for at least half of the $1,812.50 is fair, considering all the above mentioned facts. I have pictures of the mold I removed, which I sent over to Rapid Mold Removal, and have them stored in my phone for anyone with the BBB who wants to look them over. As far as not getting a refund for the work still being in warranty period, that's inexcusable. The mold, again, was not formed from a water source, it was missed, therefore does not fall under their warranty guidelines. This was just a matter of incompetence and the job not being done right.

  Business response

  01/03/2024

  The facts of the matter stand.  We performed mold removal in the home.  The warranty for the work is valid and we have sent an employee back to the home to remedy the situation.  Since the warranty is valid we are unable to offer a refund.

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