Advantaclean of Greater Hartford, Ct

Complaint: [redacted] I am rejecting this response because: I don't belive I have ever represented this issue in a patronizing manner and have ket it factualI ahve never insulted [redacted] and wold never stoop that low I am only now aware [redacted] lives but a mile from, I did know he lived in the same town as me- not sure if he saw me at his grocery store - but I am a professional and would never blow this issue into something petty beyond the fact that I anticipate being made whole for work not completed and clearly inidciated to me would not be completedI certainly hold no ill will - I just want my basement cleaned in an honest and complet way and o not feel that has happened I called [redacted] twice and texted him once and at no point during our exchnages did he give me even a remote inidcation that he wanted to remedy my issue At this point I anticipate a refund for work not completed and it does not have to be a full refund as I know he took time out of his day to come to my houseI would accept a 50% refund at this point to show good faith in this complaint resolutionMy basement is still int he state [redacted] left itAs noted during our conversation afterwards, I was willing to pay $and have hime come back to complete the rest of the work for the additional $I gave [redacted] two opportunities to work with me after work was not completed and he blatantly said "no" and used language that left me feeling incredibly intimidated leading me to deal with this issue through Revdex.com in the hopes that he would be a professional unlike our last phone call I don't trust having [redacted] at my home again however will accept a 50% refund in an effort to put this issue behind us and to allow me to hire another professional to do work that still needs to be completed Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I enclosed a inspection report along with my initial complaint that also includes photographs of said work that was completed, clearly demonstrating work was not completed even at the most basic level - wall was never cleaned - photgraphs demonstrate that work was never completed I am also not surprised that [redacted] is inidcating all the good service he offered - when in good conscience he never did the most basic of tasksSurfaces are clearly half wiped in inspection report and floor obviously was never vacuumed as promised as part of the $quote I ahve a copy of for which service was later negotiated to $due to my job being hours not I would be happy to provide additional photographs taken within day of [redacted] team being at my house [redacted] is also misrepresenting the situation when he first came into my home - yes I had issues I inherited when I bought my home recently but they were contained and being remediedHe felt it was his place to give his opinions which I heard and receivedBut that visit is not in scope of this complaintMy complaint is regarding work not completed on February 17th [redacted] used scare tactics on me when he came to do job on Feb 17thtelling me mold was much worse (deeper) than originally believedI don't have mold and never had mold in South corner wallMy [redacted] confirmed mold when he came to my house Jan 20th to investigate and later quote a mold remediation planWhen work was not completed - wall not cleaned, floor not vacuumed and surfaced not fully wiped - I spoke to [redacted] on the phone afterwards and asked him to return to my house to complete and he said "No" after a few other choice statements on the phoneAt no point did [redacted] demonstrat any customer service efforts to remedy my issuesI also let [redacted] know I was going to stop the check and he threatened me and told me he would go to the police, that I was breaking the lawConsequently I did not stop check and decided to take a more professional approach to this issue My [redacted] seems to be missing the point that the job I hired him for was never completed, to celan south wall in basement, vacuum and wipe surfaces downWhy would a company offer services they are not really going to complete? I don't get itI have before and after pictures showing the wall looks exactly the same as it did both before and after he leftPer the professional inspection I provided Revdex.com, mold remediation was unnecessary due to there being no mold in my basement - it was simply calcium deposits on the foundation wall I still believe I am due a refund as I need to hire a new company to have work completed in preparation for painting my wall Sincerely, [redacted]

Website Complaint Response:I was actually horrified to hear that she had made such a complaint after the work the company had done for herNot only is her evaluation of the work not true, it seems so inappropriate
of her because the values that she quoted are not valid alsoAdditionally, I am very confident in the fact that we gave her an excellent customer experience because she was a returning customerWhen I first worked for her approximately months ago, she had issues with her duct workAfter she had spent thousands of dollars on unnecessary repairs to her AC duct work, I pointed out that her system was set up wrong and that the guys selling her on expensive filtration and geothermal equipment were going to cost here thousands of dollars, when she really needed to remove the return duct from the basement that also had a small mold issueThe solution was to not send mold spores and stale air from the basement throughout her houseWe did a temporary fix to cover the inlet, and later on she had a duct work mechanical contractor reroute the return to within the living space, upon my recommendationThis was done after a $duct cleaning we didI mentioned to her that the insulation on her basement wall was supporting a mold colony because the moisture was being trapped between the concrete and the insulation boardI quoted $to clean the basement, and recommended $on a dehumidifier that I normally charge $1,Again providing her with a thorough and accurate serviceThe job was to remove a section of insulation, HEPA vacuum area behind the insulation where mold colony was growing, it is no longer visible because we removed itI recommended encapsulation, but this is when she seemed to act like she knew better and had given and taken away the $scope or timesWe also ran large HEPA scrubber, and damp wiped surfaces and contents with anti-microbialWhen the basement was cleared of some items upon arrival to the job, even though that is not what should have been done, by remediation standardsI offered another discount to represent less cleaningGood customer service againI also said that I should inspect insulation for further damage, as is recommended by Sremediation guidelines, but she somehow saw this as a rude unprofessional contractorGee whiz! I was being responsible! I did see heavy growth where we HEPA vacuumed in the area where we removed the insulation, and was concerned that it may have continued further around the room beyond our 12' of anticipated damageIt is common to encapsulate these ares, because deep in the pores is almost impossible to reach with anti-microbialAny way she paid me and was very thankful for the job we had donedays later I get a nasty threatening call about how I had tried to swindle herWe did everything we promised, and I assure you her project was done professionally to the standard that she had asked that we performI am sorry that I she somehow misconstrued so many things we had discussed
Sent on: 3/10/2:58:PM

Complaint: [redacted]
I am rejecting this response because:
 
I don't belive I have ever represented this issue in a patronizing manner and have ket it factual. I ahve never insulted [redacted] and wold never stoop that low. .
 
1. I am only now aware [redacted] lives but a mile from, I did know he lived in the same town as me. - not sure if he saw me at his grocery store - but I am a professional and would never blow this issue into something petty beyond the fact that I anticipate being made whole for work not completed and clearly inidciated to me would not be completed. I certainly hold no ill will - I just want my basement cleaned in an honest and complet way and o not feel that has happened.
2. I called [redacted] twice and texted him once and at no point during our exchnages did he give me even a remote inidcation that he wanted to remedy my issue.
3. At this point I anticipate a refund for work not completed and it does not have to be a full refund as I know he took time out of his day to come to my house. I would accept a 50% refund at this point to show good faith in this complaint resolution. My basement is still int he state [redacted] left it. As noted during our conversation afterwards, I was willing to pay $400 and have hime come back to complete the rest of the work for the additional $400. I gave [redacted] two opportunities to work with me after work was not completed and he blatantly said "no" and used language that left me feeling incredibly intimidated leading me to deal with this issue through Revdex.com in the hopes that he would be a professional unlike our last phone call.
I don't trust having [redacted] at my home again however will accept a 50% refund in an effort to put this issue behind us and to allow me to hire another professional to do work that still needs to be completed.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I enclosed a inspection report along with my initial complaint that also includes photographs of said work that was completed, clearly demonstrating work was not completed even at the most basic level - wall was never cleaned - photgraphs demonstrate that work was never completed.
I am also not surprised that [redacted] is inidcating all the good service he offered - when in good conscience he never did the most basic of tasks. Surfaces are clearly half wiped in inspection report and floor obviously was never vacuumed as promised as part of the $950 quote I ahve a copy of for which service was later negotiated to $850 due to my job being 3 hours not 8. I would be happy to provide additional photographs taken within 1 day of [redacted] team being at my house.
[redacted] is also misrepresenting the situation when he first came into my home - yes I had issues I inherited when I bought my home recently but they were contained and being remedied. He felt it was his place to give his opinions which I heard and received. But that visit is not in scope of this complaint. My complaint is regarding work not completed on February 17th.
[redacted] used scare tactics on me when he came to do job on Feb 17th. telling me mold was much worse (deeper) than originally believed. I don't have mold and never had mold in South corner wall. My [redacted] confirmed mold when he came to my house Jan 20th to investigate and later quote a mold remediation plan. When work was not completed - wall not cleaned, floor not vacuumed and surfaced not fully wiped -  I spoke to [redacted] on the phone afterwards and asked him to return to my house to complete and he said "No" after a few other choice statements on the phone. At no point did [redacted] demonstrat any customer service efforts to remedy my issues. I also let [redacted] know I was going to stop the check and he threatened me and told me he would go to the police, that I was breaking the law. Consequently I did not stop check and decided to take a more professional approach to this issue.
My [redacted] seems to be missing the point that the job I hired him for was never completed, to celan south wall in basement, vacuum and wipe surfaces down. Why would a company offer services they are not really going to complete? I don't get it. I have before and after pictures showing the wall looks exactly the same as it did both before and after he left. Per the professional inspection I provided Revdex.com, mold remediation was unnecessary due to there being no mold in my basement - it was simply calcium deposits on the foundation wall. 
 
I still believe I am due a refund as I need to hire a new company to have work completed in preparation for painting my wall.
Sincerely,
[redacted]

Website Complaint Response:
First, she has taken my words out of context and mis-communicated what is written in our customary agreement. And I recognize that it is not in my interests or my company's interest to mislead a relatively small project customer. To further clarify I sense that this customer has become very patronizing and that I am the one being harassed by her at this point, and I find it a bit personal since she knows that I recently moved only a mile or so away and that I use a local grocery store close to her house. If I wasn't feeling threatened by her, it would be easy for me to try and rectify any discrepencies, but she has not allowed me that. She has described me as someone I am not, and accused me of things that I would not do. I genuinely sense that she is attempting to treat me unfairly. First, I never received a photo or inspection report when I was first contacted, and nor did I afterward. I was told I was being sued and that the check was being cancelled. I actually was boarding a flight and was in line to get on the plane at that time. But I still have never seen any of this information. For anyone who is unaware, it is illegal to issue a check to a contractor and then subsequently cancel said check. I have had this happen in one other instance, however, this situation was a very different circumstance where the relative issuing the check didn't want to pay after he had written it out for his sibling who claimed they were unable to pay. I was notified that this practice is illegal and the local police officer rectified the situation with the customer after I filed a report. None the less, I inspected the property myself the day of the cleaning, and the air scrubber was to be left over night. It actually stayed running for 2 days due to snow I believe. The 2 technicians doing the work with each having over 9 months experience doing these projects confirmed that things were done thoroughly as well. They have never failed me in any way, but that is what [redacted] claims was done on her basement project. I genuinely trust my technicians and they always are being praised for their politeness by my customers, and I assure you they do a good job. I also would personally not instruct them to deliberately fail to do their jobs. If the conditions were different than what I saw and the technicians saw, and that [redacted] claims are the facts, then I am not sure how this could have occurred. She did mention other people may have been in the basement, and she had left the basement door unlocked so that we could pickup the air scrubber, hopefully no one played a dirty trick on us. Basically, I trust my staffs abilities and my own to evaluate proper wiping techniques and nothing was different for her house than other projects. HEPA vacuuming was done on the contaminated surfaces, and I gave her a discount for some wiping that was not going to be done as originally anticipated. As outlined in our remediation procedures, I did a further inspection based on the physical colony observed to confirm that we were thorough. I merely explained to [redacted], I was surprised by the thickness or heaviness of the mold and that it made me suspicious that there could be more in other areas. I never priced any additional work, I only stated that I would inspect invasively to verify my non-invasive inspection that was done during the estimate. I never used a scare tactic. In fact I worded things very carefully to ensure her that I was working by the book, and not to sound like a scare tactic or misleading. Nothing more was identified, but I did recommend that encapsulation be used as I did from the beginning, but [redacted] had complicated this issue as well.
3/19/2014 2:00:14 PM