ComplaintsforSpotless Emergency Water Removal and Floor Care

• Initial Complaint

  03/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Craig Services LLC, doing business as Spotless, operated by **** *** **** ****** is engaged in deceptive business practices and not compliant with mold remediation regulation 40 KAR 2:330. At the onset of their work, they indicated that they were an approved vendor with our homeowners insurance, ********* They indicated that they needed to collect our policy deductible of $1,000 before beginning the work. ***** from their organization made these claims in December 2023 and we paid them the $1,000 deductible on December 14, 2023. In addition, they did not provide a price estimate, the scope of work, the extent of the mold problem, the areas to be remediated or other tasks to be performed. After they began the work, we found out from our insurance adjuster that not only are they not an approved vendor, ******** has found their billing practices to be deceptive, lacking detail and very frustrating for their customers. They also refused to acknowledge to ******** that they had collected the $1,000 deductible but insisted they never told us that the $1,000 was a payment toward our claim deductible. **** ****** from Spotless told the adjuster they did not use the language of deductible in their communications with us. The owner/operator, **** ***** was made aware of these same issues and would not remedy their deceptive practices in business. They threatened to put a lien on our home if payment was not made for services they claimed they rendered (but provided no detailed breakdown of services).

  Business response

  05/30/2024

  Spotless
  *** ***** *** ************** ** ***** *** *** ****
  
  
  
  
  
  
  ****** ******* **** ********** ***
  Lexington, KY 40515
  *************
  BBB #********
  
  Spotless absolutely does not engage in any deceptive business practices. We are completely transparent and honest with all customers and insurance companies. Every call, text, and email  are recorded and documented within our CRM. Our policy is to collect a “DEPOSIT” in the amount of $1,000.00, on the first day of work, on every job we engage. The claim that we represented ourselves as approved vendors of ******** and said we were collecting a “deductible” is completely fabricated by this customer and could possibly be an attempt to deceive their insurance company. At Spotless, we make it clear that we do not work for insurance companies. We work for the client and we always have the client’s best interest in mind, while following all IICRC standards. We document all of our work with pictures, atmospheric readings, and moisture content readings. ******** has already paid Spotless for the claim as they accepted our documentation for the work we completed. The customer also has the same documentation that we provided to ********* This customer has also called numerous times, on recorded calls, to harass us into saying we collected the $1,000.00 as a deductible. We declined this request, as our policy is to collect deposits and we instruct our team to only collect deposits. This customer also stated that it should be no trouble for him to take down this little company, also on a recorded call. We hope these false acquisitions stop as the customer has proven they have no problem fabricating statements to make our company look bad on multiple platforms.
  
  
  
  
  
  
  Respectfully,
  
  
  
  
  ****** *******
  General Manager
  Spotless
  *** ***** *** * ************** ** *****
  ************
  *****************************

  Customer response

  05/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: the vendor's practices do not comply with state regulations for mold remediation to provide estimates of service costs before work begins.  These deceptive practices are illegal and unethical.  The vendor did not provide written estimates before beginning the work and charged excessive amounts not covered by insurance.  The vendor also represented that they were part of ********'s approved network of providers when this was not the case.
  
  Sincerely,
  
  ****** *******

  Business response

  05/31/2024

  We have received the follow-up complaint from *** ****** ******* and have conducted a thorough review of the allegations. Craig Services LLC, doing business as Spotless, is committed to the highest standards of service and compliance with all applicable laws and regulations.
  Mold Remediation Regulation Compliance: We are currently reviewing our practices against the specified mold remediation regulations (40 KAR 2:330) to ensure full compliance. We take regulatory compliance seriously and will make any necessary adjustments.
  Vendor Representation: Contrary to the allegations, we explicitly inform all clients that while we work with insured parties, we are not on the preferred vendor list of any insurance company, including ********* This is clearly communicated to ensure transparency and client assurance of independent, high-quality service. As a guiding principle, "Spotless works for the insured, not the insurance."
  Collection of Deposits:We collect a deposit equivalent to the client's deductible, as is common in our industry. This practice is clarified at the outset of our engagement and is intended to secure payment for services rendered, especially in cases where insurance payments are delayed or disputed. The term "deposit" is used consistently in all communications to avoid any misunderstanding.
  Insurance Coverage:It is possible that the customer chose an insurance plan at a cheaper rate, which did not provide adequate coverage for the loss. This is a matter entirely outside the control of Spotless. Our responsibility is to provide high-quality remediation services, which we did in this case, following industry standards and regulatory requirements.
  

  Customer response

  06/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: Spotless violated state regulations related to mold remediation by not providing costs before doing the work.  Spotless also misrepresented their relationship with our insurer ******** as an approved provider.  These dishonest business practices and their charging $5800 not covered by insurance is deceptive and in violation of state regulations.
  
  Sincerely,
  
  ****** *******

  Customer response

  06/03/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

   

  Craig Services LLC, doing business as Spotless, operated by **** *** **** ****** is engaged in deceptive business practices and not compliant with mold remediation regulation 40 KAR 2:330. At the onset of their work, they indicated that they were an approved vendor with our homeowners insurance, ********* They indicated that they needed to collect our policy deductible of $1,000 before beginning the work. ***** from their organization made these claims in December 2023 and we paid them the $1,000 deductible on December 14, 2023. In addition, they did not provide a price estimate, the scope of work, the extent of the mold problem, the areas to be remediated or other tasks to be performed. After they began the work, we found out from our insurance adjuster that not only are they not an approved vendor, ******** has found their billing practices to be deceptive, lacking detail and very frustrating for their customers. They also refused to acknowledge to ******** that they had collected the $1,000 deductible but insisted they never told us that the $1,000 was a payment toward our claim deductible. **** ****** from Spotless told the adjuster they did not use the language of deductible in their communications with us. The owner/operator, **** ***** was made aware of these same issues and would not remedy their deceptive practices in business. They threatened to put a lien on our home if payment was not made for services they claimed they rendered (but provided no detailed breakdown of services).

  Regards,

  ****** *******

• Initial Complaint

  11/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  spotless, did not inform me they were going to charge me by the day after i told them to stop the work . they want to charge me over $8000.00 . they were charging me per day to dry out rotten wood that has to be removed anyway. when my insurance company came out they said they should have stopped what they were doing when they saw the damage . instead they left the equipment and charged me per day to dry wood that had to be removed .

  Business response

  12/01/2023

  Please see attached

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09/26/2023, I had a clogged toilet in my bathroom. I contacted the plumbers, and they came and resolved the issue on the same evening. During this time, a technician and a supervisor from Spotless Emergency Water Removal Company was sent to my residence to assist in cleaning the wastewater that had come up in my bathtub and to evaluate the water that had been released into my craw lspace area. These 2 gentlemen could not start working until the plumbers were finished. For nearly 2 hours, the technician and supervisor remained in my house and we conversed about family, kids, etc. I had specifically asked them if they charged by the hour, because of them not doing anything. The supervisor replied no. Once the plumbers had left, the technician sprayed and disinfected my bathtub and took a brief look into my crawlspace. The estimated cost of repairs was between $4-$5K, however, I could not obtain an exact quote or estimate in writing. I was told that I needed to pay the $1000 deposit and credit card processing fee, before they would clean my bathtub or start any work. If i decided to move forward with cleanup, the amount paid would come off the total amount due. I had no choice but to let them clean my bathtub, as it was after midnight and I only have one bathroom in my house. The next day, 09/27/2023, the supervisor called me and told me it would likely be between $5-$7K ballpark, but could not provide me with any estimate in writing or on paper. I did not have insurance coverage and I was paying out of pocket. I was not ready to move forward with the process, because I had been told by several people their quote was way too much. The supervisor continued to check in, and tried to talk me into getting services performed by their company. I decided not to use them and his tone immediately changed. In the final invoice, I was charged an after hours fee and charges for the supervisor to stand around and talk to me. This was after I had specifically asked if there were any hourly charges. I am requesting a refund of the $297.08 charged for After hours and the $151.03 for the supervisor who was not needed and stood around.

  Business response

  12/21/2023

  Please see attachment as there was not enough remove for a proper response. We did try to keep it short. Thank you

  Customer response

  12/27/2023

   
  Complaint: ********  
  I am rejecting this response because:
  

  I am simply asking for a refund for the after hour fees and the supervisor charge, as I specifically asked if there were additional charges by the hour and was told no. I do not disagree that the Tech should be paid for his services and the cost of materials.  The supervisor was not even needed and stood around and I feel took advantage of the situation.  

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

*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. ↩