Atlantic Mold

Atlantic Mold received payment from us in March 2016 but has not provided us with a receipt or the warranty paperwork they promised. We paid $3,708 dollars by check to Atlantic Mold for mold remediation work back in March 2016 (invoice [redacted] dated 3/18/16). The workers did a good job and we were pleased with their work; however, the company never gave us a receipt for our payment or the warranty information for the work they did. At first they said that the person who does that paperwork was out sick. Then they stopped responding to our inquiries completely. We have requested this information via phone and email numerous times and get no response. We primarily spoke with [redacted]. [redacted] appeared to be annoyed with us because we expressed some confusion about where a drain was placed and she did not understand what we were confused about. We finally resolved the answer to our question and figured it out ourselves, but we had a poor customer service experience trying to get our question answered. After that we never received any further communications from the company, even though we were still waiting on our receipt and warranty and requested it numerous times. At this point we just want to get that paperwork so we can move on.Desired SettlementWe want our receipt acknowledging that we had the work done as well as the warranty information for the work we had completed. We are tired of waiting and we want to have this documentation for our files.Business Response We emailed a copy of the paid receipt to the client on March 18th and have a copy of the email with the receipt attached. We can upload that for your review. We explained to the clients that their warranty was good for 90 days without adding the additional services that we recommended, which was a dehumidifier that would control the moisture for them in their crawlspace and the addition of that would provide a Five year warranty for work and the unit. They decided to wait, and would let us know if they wanted us to come back after the 90 days was up and determine how the crawl was handling the moisture and humidity. Consumer Response We greatly appreciate this response from Atlantic Mold as well as the Revdex.com's assistance in this matter. Our original complaint was that we never received a receipt for our payment or any warranty information. The warranty may have been mentioned in our initial conversations with Atlantic Mold over the phone but we subsequently forgot the details and expected to receive some kind of documentation of it for our records. Now that this has been clarified in this posted response I understand what the warranty covers and will consider that sufficient. As far as the receipt, I went back and checked for an email on March 18th. I found the original invoice, which was sent through an electronic system. I realize now that at some point it was marked paid through that electronic system and there was no separate email or document sent. Since I am unfamiliar with these types of invoices, I did not know that I should return to the original emailed invoice to find my receipt. Instead, I was expecting a new email communication telling me that my payment had been received, which never came. I greatly appreciate the clarification from Atlantic Mold through this conversation and I would definitely consider the matter closed at this point. Thank you!I understand that this has probably been a frustrating experience for Atlantic Mold; however, the only reason we felt it necessary to open a complaint is that our emails were being ignored and we never received a simple response to our question about the receipt and warranty in spite of the fact that we requested it many times. It may have seemed obvious to Atlantic Mold that we did receive a receipt and what the warranty was, but we do not have the same familiarity with their business practices and were honestly confused. We believe Atlantic Mold's workers did a great job on our home and when the job was completed we were excited to use the company again in the future and to recommend them. Unfortunately, our negative experience was really more of a subsequent customer service issue. Even though our questions may have seemed repetitive or unwarranted to the company, they were sincere questions that could have been resolved through a quick conversation and a positive attitude. Instead, our questions were brushed off, misunderstood, and ultimately ignored. I apologize to Atlantic Mold for asking them to go through this process, but I do hope they will reassess their method of dealing with customer questions and concerns in the future to avoid the need for a mediator and to keep customers coming back. Final Business Response We have the email with the attachment that we will send in, showing the paid receipt that was issued on March 18th 2016 at 6:24pm showing the invoice paid in full. There were several emails and questions regarding a drain that was installed and we explained where the drain was, and also sent a technician back out to the property where he used orange landscape flags to identify its exact location for the [redacted]. The office followed up to make sure they knew where the flags were and that they were aware we had clearly marked it for them. Please let us know if you have any additional questions.