Initial Business Response / [redacted] (1000, 5, 2016/04/26) */ this was done as cash job through me! Client didn't want to spend money we would have to charge through companythe property was a recent bank owned home, the roof was replaced before or during his purchase, and the roof decking that should of been replaced due to severe visible mold on the bottom side of the deckingthis suspect visible mold appears to be caused by a few different things Bathroom exhaust vents were not exhausted to the exterior of home Overall ventilation restricted due to venting of new roof, Visible gaps that daylight could be seen through We came to the residence on the date specified for an assessment and estimate, we met with homeowner, who showed us to the access door to attic, I went in attic with flashlight and assessed the suspect areas of concern After assessing the attic I came down and discussed with homeowner what steps should be taken to eliminate and remove mold, Being replace roof and decking to ensure all mold was addressed per EPA recommendations ( this was out of question for cost reasons) I explained that there was a few products on the market that we have used with great successI pulled up a video of a product called rmr-mold remover and explained to him this was not the product I was using as I have used it on my own home and almost set my entire family to the hospital with respiratory breathing problems, and since he had young kid and pets in the home I wouldn't feel comfortable using this particular product, I stated that the product I would be using was similar, and I had been using it for years with no problems or complaint this product which is called concrobium mold stain remover is a two part chemical that must be mixed properly for it to work effectivelyThere is a concrobium sold at menards however it is a weaker product made for consumers or do it yourself type people, The concrobium mold stain blocker we use is much stronger product made and sold for professional use only through a water damage and mold remediation supply company [redacted] in [redacted] directly from concrobiumI explained this to the homeowner, he stated he had a quote of [redacted] from another company, I gave him a quote of [redacted] he asked if I could do it for [redacted] almost half of his first quote, I agreed and we set up schedule date and time! The morning of the scheduled appointment I contacted the client to let him know we were in route, the client apologized to me and stated that he should of called me sooner but his grandma passed away and he needed to reschedule, we are a very busy company and I was trying to accommodate him in between our other projects, when we did get the cleanup scheduled he insisted that I be on site, I also accommodated him and went to his home although I had another scheduled appointment hours away in Michigan, upon arrival we placed polyertene sheeting on his floors up his stairs and to the closet where attic access was, we covered all closet items, and contained the closet with a Zee flap (6-mil plastic layers with z flap cut in to eliminate cross contamination to rest of home)While there we found out it was the clients birthday so I told him happy birthday and told him since it was his birthday that If he wanted to pay cash I would give home a [redacted] discount for his birthday he agreed paid me [redacted] cashOnce my techs were started I left to my other appointmentsMy technician forgot to take after photos and when the client called to request photos I explained this to him and also explained that if photos were taken directly after applying that there may be dark and wet spots as the product can take up to hours to take full affectI explained to him that we had another project in that area and that I would come by on my way home to get photos,The client sent me constant text messages through The weekend asking me when I was coming to take photos, We were tied up on the other cleanup I kept letting the client know we had delays and I would be there as soon as I could, when I was enroute after my long hour day helping another client I contacted him let him know I was on my way but traffic was bad so it may be awhileHe was txting me every 15-minutes asking where I was I gave detailed explanation and called him to explain!! He theStated that it looked exactly the same and that I didn't use the same product I showed him in video, and he wasn't ok with that, I again explained to him why I showed him that video and why I didn't use it, then researched and called my supplier to figure out why it wasn't affective in this particular case when it worked all other times!! My supplier explained if the surface temp was below degrees it would not have worked!! I arrived between XXX-XXX at night went into attic and used an infered laser thermometer the roof decking was between 45-temps!! I came down and explained why the product didn't work and offered to come back out and retreat the attic space again, I also let him know that because we pre treat all our mold jobs with EPA registered anti-microbial before we apply the stain remover that although the visible discoloration is still present its been treated and unless moisture levels are high or leaking is president the mold is disinfected and with it in a enclosed attic that's below degrees the chances of it causing harm were low!!we scheduled the next application for 3/when I checked the temps it was to cold, we discussed this and he agreed, I offered to heat the attic up with space heaters but also advised I wasn't comfortable with this for fear of fires, so we rescheduled again for the following day which the weather in his area was suppose to be sunny and this would of allowed the surface to get to recommended tempsI went up and stayed in a hotel the night before with all products and supplies in hand, on the 26th I watched the weather and contacted him with a photo of the day's highs and explained the weather was not cooperating and I didn't want to waste more product as I had already paid, all labor, supplies, travel to property times now and have hotel expensesWe rescheduled for 30th on the 30th I woke up to a call from police letting me know they had my stripped jeep on a flat bed and asked where wanted it towed, I had to go meet with tow driver and help get it off flat bed because it was sitting on axles I explained to client that I had this happen! He said wow are you still coming I said yes in discust, explained that I wouldn't make it but my tech was coming to meet me to get expense money and supplies to come out and do cleanup!! Because my tech was on another job it took longer for him to get to me and get to roselle to supply company for product and he didn't make it to home his phone wasn't working and didn't want to show up at a clients home at 8-9pm so after his hour round trip he called me to let me know he didn't make it! Before that call my client sent a message around 830-to tell that he didn't show up!! I was not aware of this until he and my tech contacted me but they both contacted me when it was to late to do anythingI gave my client my sincere apology and told him with the day I had I would call him the following day!! he also lied about the days temps to get us out there again, would of caused wasted materialsThe following day, most of my morning was spent dealing with my recovered vehicle, when I received a message stating "even after all the frustration you still didn't call, I want a refund" from my clientNow we come to present time he requested a refund, although I offered a month warranty as Long as he addressed the moisture, venting, and leak issues in his roof, I offered to go back and retreat his attic weather permitting, and if it didn't activate a second time come back a 3rd time and encapsulate with a EPA registered mold stain blocker with a limited warranty year warranty to eliminate mold growthI was working out of town and could send his refundTold him I wou send it once back in town on Sunday my job was delayed, I didn't get home until Tuesday, he sent yet another txt Asking if it was sent I explained that it would be sent out that day however there would be a stipulation that by excepting and signing and cashing the check the client agrees not to slander or defimate the character of my company employees or myself!! As we tried to do everything in our power to accommodate him and suggest our recommendations to properly remediate his issue, he would not take themI years of water damage and mold remediation experience mold and water damage is a science that takes special equipment, meters and the right temperatures and conditions to treat it effectively! This particular client would not allow us to use our experience to ensure his attic was properly treated for the safety of his familyFor that I would be glad to give him a full refund once he recants the damage he's already caused on social media and Revdex.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) In writing, [redacted] has already promised a refundHe promised this because his crew did not perform the work that I paid forAttached are several text messages indicating that my refund is on its way I posted a bad review and a Revdex.com complaint, as I warned him I would, once I accepted that [redacted] was not going to be diligent about remedying the problem Once a refund is received, I will gladly close this complaint and delete my review, because then [redacted] will have followed through on his promise of a refund
Initial Business Response / [redacted] (1000, 5, 2016/04/26) */ this was done as cash job through me! Client didn't want to spend money we would have to charge through companythe property was a recent bank owned home, the roof was replaced before or during his purchase, and the roof decking that should of been replaced due to severe visible mold on the bottom side of the deckingthis suspect visible mold appears to be caused by a few different things Bathroom exhaust vents were not exhausted to the exterior of home Overall ventilation restricted due to venting of new roof, Visible gaps that daylight could be seen through We came to the residence on the date specified for an assessment and estimate, we met with homeowner, who showed us to the access door to attic, I went in attic with flashlight and assessed the suspect areas of concern After assessing the attic I came down and discussed with homeowner what steps should be taken to eliminate and remove mold, Being replace roof and decking to ensure all mold was addressed per EPA recommendations ( this was out of question for cost reasons) I explained that there was a few products on the market that we have used with great successI pulled up a video of a product called rmr-mold remover and explained to him this was not the product I was using as I have used it on my own home and almost set my entire family to the hospital with respiratory breathing problems, and since he had young kid and pets in the home I wouldn't feel comfortable using this particular product, I stated that the product I would be using was similar, and I had been using it for years with no problems or complaint this product which is called concrobium mold stain remover is a two part chemical that must be mixed properly for it to work effectivelyThere is a concrobium sold at menards however it is a weaker product made for consumers or do it yourself type people, The concrobium mold stain blocker we use is much stronger product made and sold for professional use only through a water damage and mold remediation supply company [redacted] in [redacted] directly from concrobiumI explained this to the homeowner, he stated he had a quote of [redacted] from another company, I gave him a quote of [redacted] he asked if I could do it for [redacted] almost half of his first quote, I agreed and we set up schedule date and time! The morning of the scheduled appointment I contacted the client to let him know we were in route, the client apologized to me and stated that he should of called me sooner but his grandma passed away and he needed to reschedule, we are a very busy company and I was trying to accommodate him in between our other projects, when we did get the cleanup scheduled he insisted that I be on site, I also accommodated him and went to his home although I had another scheduled appointment hours away in Michigan, upon arrival we placed polyertene sheeting on his floors up his stairs and to the closet where attic access was, we covered all closet items, and contained the closet with a Zee flap (6-mil plastic layers with z flap cut in to eliminate cross contamination to rest of home)While there we found out it was the clients birthday so I told him happy birthday and told him since it was his birthday that If he wanted to pay cash I would give home a [redacted] discount for his birthday he agreed paid me [redacted] cashOnce my techs were started I left to my other appointmentsMy technician forgot to take after photos and when the client called to request photos I explained this to him and also explained that if photos were taken directly after applying that there may be dark and wet spots as the product can take up to hours to take full affectI explained to him that we had another project in that area and that I would come by on my way home to get photos,The client sent me constant text messages through The weekend asking me when I was coming to take photos, We were tied up on the other cleanup I kept letting the client know we had delays and I would be there as soon as I could, when I was enroute after my long hour day helping another client I contacted him let him know I was on my way but traffic was bad so it may be awhileHe was txting me every 15-minutes asking where I was I gave detailed explanation and called him to explain!! He theStated that it looked exactly the same and that I didn't use the same product I showed him in video, and he wasn't ok with that, I again explained to him why I showed him that video and why I didn't use it, then researched and called my supplier to figure out why it wasn't affective in this particular case when it worked all other times!! My supplier explained if the surface temp was below degrees it would not have worked!! I arrived between XXX-XXX at night went into attic and used an infered laser thermometer the roof decking was between 45-temps!! I came down and explained why the product didn't work and offered to come back out and retreat the attic space again, I also let him know that because we pre treat all our mold jobs with EPA registered anti-microbial before we apply the stain remover that although the visible discoloration is still present its been treated and unless moisture levels are high or leaking is president the mold is disinfected and with it in a enclosed attic that's below degrees the chances of it causing harm were low!!we scheduled the next application for 3/when I checked the temps it was to cold, we discussed this and he agreed, I offered to heat the attic up with space heaters but also advised I wasn't comfortable with this for fear of fires, so we rescheduled again for the following day which the weather in his area was suppose to be sunny and this would of allowed the surface to get to recommended tempsI went up and stayed in a hotel the night before with all products and supplies in hand, on the 26th I watched the weather and contacted him with a photo of the day's highs and explained the weather was not cooperating and I didn't want to waste more product as I had already paid, all labor, supplies, travel to property times now and have hotel expensesWe rescheduled for 30th on the 30th I woke up to a call from police letting me know they had my stripped jeep on a flat bed and asked where wanted it towed, I had to go meet with tow driver and help get it off flat bed because it was sitting on axles I explained to client that I had this happen! He said wow are you still coming I said yes in discust, explained that I wouldn't make it but my tech was coming to meet me to get expense money and supplies to come out and do cleanup!! Because my tech was on another job it took longer for him to get to me and get to roselle to supply company for product and he didn't make it to home his phone wasn't working and didn't want to show up at a clients home at 8-9pm so after his hour round trip he called me to let me know he didn't make it! Before that call my client sent a message around 830-to tell that he didn't show up!! I was not aware of this until he and my tech contacted me but they both contacted me when it was to late to do anythingI gave my client my sincere apology and told him with the day I had I would call him the following day!! he also lied about the days temps to get us out there again, would of caused wasted materialsThe following day, most of my morning was spent dealing with my recovered vehicle, when I received a message stating "even after all the frustration you still didn't call, I want a refund" from my clientNow we come to present time he requested a refund, although I offered a month warranty as Long as he addressed the moisture, venting, and leak issues in his roof, I offered to go back and retreat his attic weather permitting, and if it didn't activate a second time come back a 3rd time and encapsulate with a EPA registered mold stain blocker with a limited warranty year warranty to eliminate mold growthI was working out of town and could send his refundTold him I wou send it once back in town on Sunday my job was delayed, I didn't get home until Tuesday, he sent yet another txt Asking if it was sent I explained that it would be sent out that day however there would be a stipulation that by excepting and signing and cashing the check the client agrees not to slander or defimate the character of my company employees or myself!! As we tried to do everything in our power to accommodate him and suggest our recommendations to properly remediate his issue, he would not take themI years of water damage and mold remediation experience mold and water damage is a science that takes special equipment, meters and the right temperatures and conditions to treat it effectively! This particular client would not allow us to use our experience to ensure his attic was properly treated for the safety of his familyFor that I would be glad to give him a full refund once he recants the damage he's already caused on social media and Revdex.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) In writing, [redacted] has already promised a refundHe promised this because his crew did not perform the work that I paid forAttached are several text messages indicating that my refund is on its way I posted a bad review and a Revdex.com complaint, as I warned him I would, once I accepted that [redacted] was not going to be diligent about remedying the problem Once a refund is received, I will gladly close this complaint and delete my review, because then [redacted] will have followed through on his promise of a refund