ComplaintsforMold Bros

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In early January 2024, we received a generalized estimate from this company and we paid a down payment toward the project. Mold remediation services were then provided at our home during the week of March 4, 2024. We received an invoice today, March 11, 2024. Throughout the timeline from January to now, the total cost of the project has changed more than once. The invoice received today is different from the one from January and from the one we received last week. Upon asking the company for an itemized final invoice detailing where expenses were incurred, we received the response that they don't do itemized invoices because "the final price is all that matters. The individual lines mean nothing if the final price is reasonable," and because "Too many people wanted to go line by line and try to negotiate prices of each line." *********** then changed the final cost numbers again 2 more times during the interaction today. The math keeps changing. The documentation does not explain the changes or the charges. An itemized invoice would be helpful in understanding the remaining charges the company expects us to pay.

  

  Business response

  03/18/2024

  I have tried to call the client, and their spouse approximately 5 times to discuss this issue. They are not answering my calls. I tried to explain the changes in email and text messages, I also gave them a generalized breakdown of services rendered. I will put down the chain of events for clarity.

  
  The initial estimate was performed, as they said, in early Jan. **** was an estimate, a guess of what the work would be and the materials needed. When we got closer to the project and bought materials the costs had been higher than originally estimated. Contractor prices are not final until the work is done,that is how it works. I had not updated the invoice with that change as we were just starting the project and as every similar industry knows the estimate is bound to change once you get started. We had a contract change mid-end of January to reflect a very obvious but important detail. During remediation, no one can be in the home, per *********** BPC guidelines while mold remediation is occurring. We added it to the contract so everyone would be informed both verbally and in writing prior to accepting the bid and contract. The client asked me to send an invoice and an example of what my new contract looks like so he could review things.  To comply to this request from the client I had to generate an invoice to create the new contract (due to the nature of the software it must be connected to something, whether it be a job or an estimate, I cant just print a blank contract unfortunately) so I generated an invoice based on the ORIGINAL estimate to use as an example and sent it as he asked, which I usually don't do until the project is completed as it can lead to confusion later when it is completed and things need to be changed. You can see that the date on the invoice I created, for the contract, is from the original estimate. I then updated the material changes and the increased labor costs (more time was needed as more things needed to be done), and the client was not happy the invoice was different than the example invoice I had made and asked why it was different from the first invoice. I explained that the initial estimate is just that, an estimate. The invoice I sent him, at his request, was not a final invoice as 1) the project is not done and 2) it was dated and referenced the original estimate date. It was simply used as an example in an effort to provide him with the updated contract as he requested. The final bill was not available because the project wasnt done yet. Once we finished, we did send the final invoice. 

  
  Regarding the claim that the math keeps changing, again, the original estimate is different because the scope changed, the materials needed to be changed, and the work needed to be done increased. So since the first invoice was mimicking the original estimate it did not include the new figures. We had to add work, there was a room that was added to the scope of work, more removal than expected due to adding the bump-out addition, more personal property to move and work around, and more containment needed. **** lead to extending the timeline to accommodate these changes, more time on site means more labor costs. The next reason the math changed, I tried to explain to them, was the state-issued rebate system. The **************** rebate program is based on the insulation job only and you get a percentage of the project in a rebate. When I did the initial estimate, I estimated them at the low end of the rebate which is 40% to be safe (it changes based on income and I dont want to over-promise their rebate, he was unsure if they would qualify. Its usually nicer to tell a client that their bill is less than expected vs more as it was in their case), which later they qualified for 60%. So, I refigured the rebate at 60%. When figuring their rebate we add things that are related to the insulation project, which included the removal of old baffle vents and old insulation, dumpster,bags, disposal fees from the dumpster company, etc. **** rebate only covers things that relate to the insulation job, not the mold side. I added up the lines that I deemed insulation-related. Some of the confusion, I admit, has been me making a couple of mistakes which I explained, apologized to the client, and corrected promptly. I sent the invoice to the client. They reminded me that we didnt end up needing the 2nd hatch installation, and asked for a breakdown on price. I removed that item from the invoice, and gave the client a breakdown of costs. I had to re-calculate the rebate to the invoice as the attic hatch is technically for the insulation side. So this would change the rebate figure AGAIN ( the rebate changes every time the project changes, it is based on their income and the project itself.)When I figured the rebate this time, I forgot to add the items from the disposal and demo side of the project back into the rebate figures. **** would mean that less of the project fell into the insulation job.  When I populated the invoice, the rebate had went down, which caused their contribution to the bill to go up. I realized my error when she asked why the bill went up. I quickly added those items back to the rebate calculator resulting in the bill decreasing, to what is the final figure. Which I DID explain to the client.

  
  I gave the client a breakdown of the pricing, I will provide screenshots of not only the breakdown but also explaining everything to them. The breakdown I gave them is as follows:
  Demo and removal costs (including insulation, baffles, drywall, dump fees, dumpster rental, etc) came to approximately $1,500
  Mold Remediation (including HEPA, treat, HEPA, fog, seal, etc) came to approximately $4,000
  The insulation project (including insulation, installation of insulation, new baffle vents,installation of the new baffle vents, attic hatch box, etc) came to approximately $8,700.

  
  **** breakdown was sent prior to her complaint. I sent an immediate response to the clients question and some of the message is used in her complaint. I sent it 3/11/24 at 8:11 am within 20 min of her asking for a breakdown.
  We are a small family business, and we hold the balance of the rebate for our clients as a courtesy.However, refusals to pay the balances are what kill small family businesses.When people refuse to pay we are out that money until the balances are paid.They not only refuse to pay us for the work but refused to sign the **************** rebate paperwork, which saves THEM money on the project. The project is completed and we remain unpaid for the bulk of the project. Out of the total balance we have been paid less than 30% of the bill. Which doesnt even cover all the costs of the project (labor and materials). 

  Customer response

  04/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Since we did not receive the information we requested from Mold Bros, we consulted an attorney for clarification about our contract with Mold Bros. We learned from the attorney that Mold Bros is in violation of the contract and Maine law (the Home Construction Contracts Act). In an attempt to resolve the matter, our attorney sent Mold Bros a letter over a month ago; we have not heard anything from Mold Bros since.
  
  Thank you kindly,
  ******************************* 

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