Complaints

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a water leak behind kitchen sink and called true north for water mitigation. Their business webstate states free estimates and I was charged $250 for water damage inspection. I was told by business that I had mold and this extended from area of leak that I would need to have granite countertops, all of flooring and kitchen cabinets removed due to black mold. This occurred on a Friday and they arrived without any equipment to begin the leak mitigation, I was told they would return on Monday. I spoke with My insurance company mutual of ********* who stated mitigation needed to start immediately. My insurance called true north to request immediate action and true north returned with one fan and one dehumidifier. The fan was pointed away from leak and cabinet doors behind which leak occurred were left closed. ***************** construction did inspection the following day and determined that damage was isolated and would necessitate removing and replacing some insulation. I called true north on Monday to request cancellation of contract and was told I may not be able to cancel contract as my situation was a health hazard. True north was very insistent that contract could not be cancelled and that they would arrive that afternoon with granite company who would determine if granite slab could be removed intact. I requested more than once that granite business not come and was told they would bring them for an opinion. A business I had used in the past called granite company and explained situation and requested they not come. When true north arrived there were 2 people who then wanted to know why I was cancelling contract. Insurance adjuster arrived later in the week and observed no buckling of floor or cabinets and under house found insulation pulled out but stated it was not damp or moldy and their was some water staining but no structural damage. ******** stated from what he observed it appeared that solution would be to replace insulation. True north was deceptive

  Business response

  04/19/2024

  We would like to speak with our BBB representative, *******, before giving a formal response.  

  Business response

  05/01/2024

  The attachments include our response to the complaint accompanied by the photo/sketch report.  Please let me know if you need anything else.   

  Business response

  05/01/2024

  The attachments include our response and also photos including our sketch.  Please let me know if you need anything else.  

  Customer response

  05/02/2024

   
  Complaint: 21564161
  
  I am rejecting this response because:
  I wish to receive a return of the $250 fee I paid as the business website states free initial consultation
  Sincerely,
  
  *********************

  Business response

  05/02/2024

  I meant to include our Scope of Work that had been created after the inspection had taken place by the assigned project manager.  This outlines the overall needs of the project.

  ***************************, Operations Manager

   

  Customer response

  05/03/2024

  2 contractors inspected area of water leak and saw minimal moisture on insulation, minimal dried water stains to floor joists, no buckling of floor or cabinets . It was deemed that repairs required was replacing insulation which was done at a cost of less than $1000.00. Proposed repairs by true north included new flooring, cabinets, remove and replace granite countertops, insulation and estimate for this per my independent contractors would be a minimum of $50,000.00

*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. ↩