AdvantaClean of Southwest Virginia Reviews (2)
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AdvantaClean of Southwest Virginia Rating
Description: MOLD & MILDEW REMEDIATION, AIR DUCT CLEANING, FIRE DAMAGE RESTORATION, WATER DAMAGE RESTORATION
Address: Located in, Wytheville, Virginia, United States, 24382
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Advanta arrived earlier than sched. time...courteous, well-organized,clean, and most importantly did the job perfectly and quickly.
Review: I contacted AdvantaClean to initially have them check for mold due to my baby's allergies becoming increasingly worse and my sister (who is allergic to mold) having a reaction when she entered our basement. Well, they said there was no mold. I asked them to come back and clean our ducts. While they were performing the services to clean our ducts one of the men stepped on a PVC pipe in our attic. They did not let us know this at the time. A few days go by and I receive a phone call from [redacted], the owner, that an internal meeting had taken place and he became aware of an incident in our home and he would like for someone to come back out and make sure everything was OK and if not it would be fixed. Well, they come back out and the gentlemen says the "problem" was exaggerated and everything was fine. A week or so goes by and my husband and I were home (thank goodness!) due to a back injury he sustained. While my husband was laying in the bed he heard dripping of water followed by sparks within our wall! Apparently, the "problem" was a PVC pipe that had been stepped on that was now dripping on the electric outlet inside our wall about to catch fire! My husband goes to touch the wall and it is actually HOT to the touch!! He turns off the electricity and immediately we call [redacted] to come and remedy the issue. Well, when they arrive they try to say, well how do you know it was us?? Right, because I make it a practice to traipse around my attic! Eventually, the men realize it's the PVC pipe and YES they are responsible. They fix the pipe and replace the insulation that is now soaked from the water that has been dripping for who knows how long. I would assume from the initial visit which was February 18th. My husband noticed when he went to pull the outlet from the wall the drywall/sheet rock is now mush from the dripping water. I contact [redacted] to let him know and he says he will pay $100.00 to repair it, that's it. I was and still am furious! A hundred dollars! There was no due diligence performed to even assess the damage and you are going to presumptuously assume you can throw $100.00 at me and we will go away. I refused his offer and told him we will have a reputable contractor come and assess the damage and from there we will forward him the cost. I explained I in good faith paid him $420.00 to perform his job functions and leave my house in the condition it was prior to his arrival aside from his services and that is exactly what I am going to get. The negligence of this company almost cost me my home with my two babies inside! So disgusted. A contractor is coming today (3/28/16) to assess what is needed. I will update as to how this progresses. To top it all off as the contractor is leaving our home after fixing the pipes he says, "Have you ever had this place tested for mold??" Are you kidding me! Yes, your company! And, he says he doesn't want to get in trouble but he thinks we have mold!!!!!Desired Settlement: I want AdvantaClean to take FULL responsibility for the damage to my home and agree to pay the full costs not just $100.00 as stated by the owner [redacted]. The appropriate response would be we will pay whatever it costs to get your home in the condition it was prior to our visit.
Business
Response:
As a company, it is our intent
and goal to treat our customers in a truthful manner which is beneficial to all
parties. Although this is our intent, unfortunately, accidents happen and
circumstances arise which require additional attention.
Upon being contacted by the
customer, we did perform a “visual” mold inspection within her residence,
whereby, there was no evidence of “visible” mold. Because mold is found in every environment,
inside and out, we discussed performing quality air samples to determine the
type mold spores present and whether there was an elevated spore count/level
within the residence when compared to the outside. At the time of our inspection, the customer
decided not to have the air sampling performed.
At the conclusion of the
inspection process, the customer scheduled for us to provide an HVAC air duct
cleaning service which was performed on February 18, 2016. The customer is correct when she states “a
few days go by” prior to my contacting her regarding the broken PVC pipe. Only via an internal meeting was I made aware
of the issue, at which time, in an effort to be proactive, I contacted her to
make her aware of the issue and sent someone the next day to inspect and to
make repairs accordingly. However, the
break which is causing this issue was not found at the time.
Upon being contacted once more by
the customer’s husband, this time regarding the water draining down the wall,
etc., individuals were immediately dispatched.
To my knowledge, the PVC pipe was repaired as I have not heard
otherwise. Due to the broken drain, a
portion of the wall was wet. In an
effort to dry the affected area, it is my understanding the homeowner placed a
dehumidifier and fan in front of the affected wall. During my communication with the customer’s
husband, I indicated that although “I didn’t feel the whole wall and/or ceiling
was in need of repair, we would pay to have it repaired”.
To date, we have yet to receive
the estimate for repairs as promised by the customer in her previous email
communications with us. Until such time,
we are unable to accurately determine whether there is any major structural
damage, and if so, to what extent it was caused by us. We believe there has been a level of
disconnect in this matter. At no point
did we offer the customer $100 as a “full and final” settlement. Instead, we made the initial offer as a
gesture of good faith as we await a more detailed and accurate estimate of the
damages. Therefore, the $100 offer made.
In fact, in a previous communication, we informed the customer that
“upon your receipt of the estimate, let us know and we will discuss and
determine how to proceed which will benefit and be satisfactory to all
parties”. We are confident that once the
customer provides us with the estimate, as promised, this matter will be
resolved to the satisfaction of all involved.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. We did have a contractor come and assess the damage which was at face value $150.00 as long as it remains that it is only cosmetic damage to the wall. The agreement is once the contractor is inside the wall and should there be any additional damage that needs attention (due to the water leaking inside the wall for an undetermined amount of time) work will cease and a new estimate will be provided. At that time the new estimate will be forwarded to AvantaClean should that be what needs to occur should more damage be found.
Regards,