Absolutely Spotless, Inc.

I am sorry that *** *** is unhappy with the mold inspection & testing services he chose to purchase from us, however all costs were explained to him both prior to our making the appointment as well as in person during the inspection of his home. It turned out that the
client has a serous mold issue going on in his home and it is our hope that he has dealt with it accordingly. The client hired us to inspect and test his home for mold. We performed only the tests that he requested. We called him a few days later and explained the results and what we recommended as far as remediation of his home. Unfortunately the client has buyers remorse and after the fact does not want to deal with the situation utilizing the proper IICRC SStandards for Professional Mold Remediation. At Absolutely Spotless we always operate by the book to ensure the success of every mold remediation project we undertake. This includes making the proper diagnosis through a detailed inspection & testing of the subject property, analyzing these results, and then making the proper recommendations to effectively solve the problem at hand. This ensures that the clients mold problem will not return again. Unfortunately the majority of mold removal companies today are not equipped and do not have the knowledge to accomplish this. With that said, I want to reiterate the severity of the clients mold issue and am hopeful that they received proper treatment for it!

I am completely taken aback by this complaint.  First let me state that the original service date was 12/16/17 and we called her with the lab results and our recommendations on 12/19/17 which is the day we received the test results back.  During that conversation she told us she wanted to...

begin the project right away and would call us back in the next few days to schedule.  This was the last we heard from her.  We then called her on 12/23/17, 12/28/17, 01/02/18, 01/03/18, and on 01/08/18 all with no response to our voicemails. Now 3 months later we are in receipt of this complaint. So to answer all of her statements, we do not show mold videos to clients during mold inspections! We never told her we would "quit" during the inspection as that makes no sense! We quoted her $3,886.00 + tax for the project and evidently by her own statement, she paid another company precisely that amount to do the work. She states that she sent us emails, however after checking this is completely untrue! She wrote that we never replied about scheduling which is obviously incorrect as well as absurd.  Why would we not call her to schedule a $3,886.00 project?  Unfortunately you cannot please every client, but in this circumstance I have no idea why she ignored our messages and then decided to write a complaint that is obviously full of incorrect information.

I must say I am quite taken aback by this complaint as the client never even voiced any displeasure with our service to us. In fact I just left the client a message the day before we received this asking her to call us if she had any further questions or would like to begin the mold removal...

process.
In respect to each of the clients concerns, I will address each one individually. First we tell each and every potential client the same exact words: “The cost is $250 for the inspection and $350 or more for the testing which is based upon the number of samples that are necessary to properly diagnose the extent of their mold problem.” WE NEVER TELL SOMEONE that the testing is $350! Furthermore some properties only require one test while others will require many. Every mold situation is completely different! We would never force a customer to pay anything they did not want to pay. How could we? We always clearly explain the costs to the client beforehand and again at the time of inspection and have a written agreement that clearly explains the charges which the client will read and sign before the service is even rendered. It was her choice to have the testing done and buyers remorse is not a valid reason for a complaint.
Next, the client states that Philip or Robert lied to her. I have no idea what she is referring to. Again she was explained the possible charges before we came out and she was explained what we felt was necessary before we ever performed this work. She also agreed in writing to have us perform this work. What else can I say about this? It is always the clients choice to accept our recommendations or not! Rude, unprofessional … I have no idea what this client is speaking about. We are always kind, courteous and concerned for out clients environmental problems and do everything necessary to ensure that their home or office is returned to a safe and healthy living environment. The test results show that our client has a rather serious mold problem and it is my hope that she finds a competent environmental specialist to properly eliminate this problem from her home.

I am in receipt of this complaint regarding the service our customer received and would like to respond to and clarify the points which our client has made. The first point is that he was free to choose any company he wanted to handle his mold problem. He chose us over everyone else...

as a result of our 21 years of experience, how informative our web site is, and our professionalism over the phone.  After our certified mold inspector performed a detailed inspection of his home, he recommended the appropriate testing for what was discovered visually to verify the presence of mold, it's species, and the concentration. This follows the IICRC-S520 standards and guidelines for safe mold removal. Our client then decided to move forward with the recommended testing on his own free will. No one forced him or threatened him with Cancer. That is utterly ridiculous! This is a simple case of buyers remorse. In-fact our client told me that 3 companies told him that he had no mold. Now I ask you, if there is visible mold like staining, and the tests came back positive, and the air is loaded with mold, could our client be telling the truth? You be the judge! You see, some times a client will do or say anything if he can save some money. Furthermore, our client states that we quoted him $7,500.00 to remediate the mold in his home.  The fact is that he was quoted $5,886.00 for this service. All other statements made by our client do not warrant explanation. I just hope that our client hired someone who removed the mold properly and there are no residual effects due to a half-fast job being done.

Complaint: [redacted]
I am rejecting this response because:Simply, the air test should never have been performed so soon after the disruption and removal of old carpet. The tester knew the carpet had just been pulled up within the hour, but still went ahead with the air test even though those test results would end up being skewed and therefore invalid. I would like to be refunded the total amount of this test. 
Regards,
[redacted]

These people are outstanding. They were on time, on budget, and on point with the work they did. [redacted] was right on time for our estimate appointment. His price was fair and as it turned out better than fair when I saw the finished job! We had had the house done before, but it never came out like this. The siding looked brand new! The men cleaned up like they had never been there. This is an outstanding operation. Thank you A-1 and owner Robert Perez.

Review: Hired to remove mold then rebuild what was removed. Contract noted a 1 week time line. We had 2 weeks before closing on the sale of our house.

Day 1: All mold/sheet rock/insulation was removed. ($10,000-$11,000)

Day 2-14: Put up sheet rock, spackle, sand, paint (just primer), replace trim. ($5,000)

Day 10: Owner/President was on site trying to rush the job. He was cutting trim with a handsaw, hitting trim into place with a hammer (no scrap wood buffer) thereby denting the trim as well as gauging the wall when he missed. He did not have the proper tools for his workers to have the job done properly. There was no sheet rock to support the electrical outlets so they did not fit securely. The holes cut for the electrical outlets were not properly placed...he tried to cover it up. In the trim for the door frame, he doubled over a nail and rather than taking it out and getting a new nail, he hammered the bent nail into the door frame. He requested several times that I go out and get a 5 gallon bucket of primer. I'm 6 months pregnant.

When I confronted him on his sub par work on Day 10, he told me I have an attitude and made a "wife" comment. He then threatened to walk off the job, charge my credit card and said if you fight it in court, I'll win because as per the contract, my end has been fulfilled.

Day 11-14: Spent fixing his mistakes.

Day 14: My movers (it was move out day) had to work around him.

Again, prior to signing contract, he said he could be done in 1 week. He understood that we were stressed for time, had to pack the house and be out. He finished in 2 (also pulled workers off my job to address another job leaving us stagnant for 4 out of the 14 days). I was forced to pack the house midst construction and painting because he tried to cut corners and rush a job that he didn't have the proper tools to do in the first place.

He charged $5,000 for that. I have pictures.

Review: Called to schedule a mold inspection of my attic, was told that the inspection fee plus testing would be 250 plus 350.

After the inspection I was told that the testing was actually 350 per swab/air sample - and I would need an absolute minimum of 5 tests - sheathing swab, Insulation swab, attic air sample, master bedroom air sample, and outdoor air sample.

Thus the total of $2000 would be required - was told I perhaps should consider air samples on the ground floor and basement also - but as that would be so expensive perhaps we should wait and see.

This was on Saturday 12/20 around midday. I agreed at the time, but later that night felt that I had been duped. I do not understand how the tests can cost 350 each, the inspector was at my house for about 1/2 an hour.

I called first thing on Saturday morning to cancel the lab testing for the swabs/samples, but the owner was not in yet. I asked the receptionist to request that the lab work be cancelled, and that the owner [redacted] call me back ASAP.

No call by midday, so I called again. I was told he was not in, and that he was very busy - I insisted that the labs be cancelled (apparently the owner is the only one with any authority at this place), but they seemed to think that somehow that was impossible. Asked again that he call me and that I was requesting my credit card company to place an inquiry on the transaction.

Got a call back at around 4:30pm - He told me that the tests had been sent, and that he would not request that they be cancelled. He denied any knowledge of the various complaints I had subsequently found (more fool me) related to his business, plus the court order documents related to shady behavior - I guess only enforceable in [redacted] - plus tax evasion charges.

I got a call and email from him on 12/24 at 5pm. Tests came back OK. Looking at the lab reports, they did not receive the samples until that day, the 24th.

I feel that this company conducts a bait and switch operation.Desired Settlement: Stop the practice of misleading customers until they feel it is too late.

Respond to customer requests for cancellation of lab analysis - up to the date that said analysis may be conducted.

Review: we called this company to have some mold testing done. on the phone [redacted] told me it would be $250 for the visual inspection and $350 for air samples. once he came to my home, he said it was $350 per air sample and he needed to take 6 samples. we ended up doing 3 samples, and he charged $1300. Days went by and didn't near anything. I called 3 times to find out what my results were, finally got someone on the phone and they said we did not have a mold problem and hung up. I called 3 or 4 more times to get a copy of the mold findings report, no one has returned my calls to date. As far as I am concerned, he misled the price and I am not convinced any testing was ever done, as I have not seen any real proof.Desired Settlement: refund

Business

Response:

I am in receipt of this complaint and am beside myself. [redacted] hired us to perform a mold inspection and testing at her home. We performed this service, called her a week later with the lab results informing her that there was no airborne mold issues in her home and quoted her a cost of $700.00 to remediate the possible mold contamination that was visible in her bathroom. We then sent her the lab results to her email address listed on our paperwork as [redacted] I followed up a few days later and her husband informed me that they were taking care of it by themselves. Then on 09/16/13 at 9:30AM [redacted] called and left a message with my office manager that she needs a copy of her lab report from July. 48 hours later I am now in receipt of this complaint. Below is a copy of the email sent to [redacted] over a month ago. This complaint states that she has called us repeatedly for a copy of her lab results, however this message from Monday morning is the only one I am aware of. Again, she hired us to diagnose her mold problem. She had no airborne mold problem at the time of inspection and I do not understand why she felt it necessary to tarnish our good reputation with a complaint with the Revdex.com.

Attached are the laboratory test results to the mold sampling that was taken at your home in [redacted]. The results confirm a normal fungi ecology in the air of your home. As you know, no physical testing was taken of the water stained sheetrock around your bathroom exhaust fan where the visible evidence of mold exists. Therefore it appears to be simply a physical issue at this time as the possible mold has yet to aerosolize. As discussed yesterday over the phone, the procedure for remediation includes removing the exhaust fan, removing and disposing of the contaminated section of sheetrock, HEPA vacuum the area, cleaning the newly exposed surfaces with a heavy duty detergent, and heavily wetting them with an EPA registered antimicrobial biocide to kill any mold contamination. The cost to perform this service will be $700.00 + tax. Kindly review this information and feel free to call me with any questions you may have or to schedule.

Sincerely:

President

Absolutely Spotless, Inc.