Indoor Restore Environmental Services

No indication has been made by our company that we would not cover remediation necessary under the warranty provided, this inspection is necessary in order to find out the necessity of the work on-site as determined by our inspector.Multiple accounts for your email addresses, admitting fake names and accounts doing what they were doing which is slander and has been documented. Nevertheless, the client has stopped all proceedings with regards to a warranty claim now. The work was completed as specified in the contract and at the time of completion until now there was no issue indicating there was a problem with the work, no refund will be due.

Review: Indoor Restore was hired for multiple services. They were first hired by another person to do an inspection of my house to find any mold problems. Indoor was told by the real estate agent during the inspection that there was an active leak in the roof and that the area of the ceiling of the master bedroom that was bowed had water damage. Indoor's inspector claimed that drilling a hole in the ceiling wasn't necessary to check for mold and that he thought it was fine. Their inspector wrote a statement of work describing what needed to be cleaned to make the house safe in the master bedroom and one of the bathrooms. I was given the statement of work and hired Indoor Restore to clean out the mold in those two areas. Indoor Restore came to the house and claimed they cleaned. In the bathroom they had tore out part of the drywall and sprayed something white on the inside of the wall. They took test samples of the air and surfaces and claimed it was clear of mold in those areas. However they also insisted that other areas of the house that they previously inspected and said were fine needed cleaning. The supplemental work estimate was way bigger than their first estimate. So I suspected it was a scam to get more money. I hired an inspector from another company after they left to verify if the house really was clean. This other inspector found extensive mold in the ceiling of the master bedroom where Indoor's inspector ignored. Also, mold was later found in the bathroom underneath the white stuff that Indoor sprayed in the wall. I have pictures of the mold they left behind. I mailed a letter to Indoor Restore asking for a refund since they didn't really clean thoroughly as they claimed. I also sent an email and left a voice mail. No one from Indoor has contacted me.Desired Settlement: I paid Indoor Restore a total $2,142.50. I want a refund for $1,862.50 which is the amount of the remediation services.

Business

Response:

We are currently working directly with the client to resolve the issues.

Consumer

Response:

I am rejecting this response because the business has not responded to my complaint. They said they have been investigating the issue but have not resolved anything. Please do not close this case.

Business

Response:

[redacted], left a voicemail

message at 5 pm on 05/19/14 and then filed a complaint with the Revdex.com later that

evening. We did not receive her message

until the following morning when we returned to work, at which time we

contacted her.

The client states that we were hired

by another person to do the initial inspection.

The person that hired us was a real estate agent. We assume that this is the person the client

refers to as having been present with our inspector when he was performing the

inspection.

As one reads through the report, at Location

2 –Page 8 of the report - (the area where the 2nd inspector found

the mold in the ceiling the client is talking about in her complaint) it

states:

“Suspect

mold was observed on the window. Ceiling area shows evidence of previous water

intrusion. Room also has a musty odor indicating possible active growth. A

precautionary air sample was taken to rule out possible airborne contamination.

No elevated moisture levels were detected at the time of the inspection. Recommend

inner-ceiling sampling.

YOU WILL NOTICE THAT WE RECOMMENDED

AN INNER-CEILING SAMPLE and this is contained in the report that was given to

the client. The real estate agent

decided not to go forward with that sample.

Had that sample been taken, we would have discovered the mold in the

ceiling and the estimate provided would have included it in the remediation. The client’s statement that the inspector

said it wasn’t necessary is not true as evidenced by the report the client

received. I can understand the real

estate agent’s reluctance since the home was in escrow at the time we performed

the inspection. The client was the buyer

– she didn’t own the home. I can only

imagine what would have happened had we drilled holes throughout the house and

then the buyer backed out of purchasing it.

But to claim we ignored the issue all together is a complete falsehood.

The client’s characterization of our

estimate is outright misleading. We

state on the inspection invoice, which the real estate agent initialed “The

remediation estimate will only include areas tested at the time of this

inspection that receive laboratory confirmation for mold presence.” If we’re not allowed to test, we cannot state

that there IS OR IS NOT mold present in an area. Our inspection reports reflect this.

The “something white on the inside of

the wall” which we sprayed on was encapsulation. It was outlined in the estimate and is an

industry standard. It is sprayed on

after all the mold has been scrubbed, sanded, wiped and vacumumed away. Although the 2nd inspector may

disagree with this industry standard, it is just his opinion and not a

violation of any governmental standard nor is it part of some ploy to cover up

mold. It inhibits any further mold

growth. The client’s statement that mold

was found under the white stuff has not been substantiated by the report

supplied by the 2nd inspector – or anything else.

We asked [redacted] for a copy of the lab

results as well as the 2nd inspector’s report and pictures to

substantiate her claims. The client has

stated that she doesn’t have any lab reports.

She states that the inspector simply drilled holes in walls and showed

her the mold. As stated previously, we

recommended an inner-ceiling sample which the real estate agent didn’t allow us

to do.

The inspection report we received

from the client consisted of what looks to be an edited email. Typically, one would see a several page

report with pictures showing the areas tested, naming those areas, and

explaining what was found. This is the

first time I’ve ever seen a simple email.

That being said, we did review his email. The 2nd opinion agreed with the

additional work we found needed to be performed that was outside our original

estimate. In fact, he found bit more

mold through the “drilling and showing the client” method. The inspector also understood that his steps

were not the last word on what had to be done nor can there be any guarantee

that all the mold would be found during the inspection. As he states:

“The remediation firm may take

additional or different steps as dictated by their judgment and/or operating

procedures to adequately abate the mold contamination. In mold remediation situations, it is always

possible that additional hidden mold growth may occur over time and/or exist in

walls beyond the specific areas investigated.”

As the news show, [redacted], has

pointed out time and again, there are a lot of things that can look like mold

(including eye shadow) that isn’t. We do

not bid remediation if we cannot confirm via a third-party lab that mold

actually exists. We also do not bid for

removal of any item if we cannot confirm via a third party lab that mold

actually exists on that item. This is

clearly stated on the inspection invoice and the estimate (if an estimate is

needed). Clients can always assume that

what they see is mold but we cannot. If

they wish to assume contamination, we would then revise the estimate

appropriately. They can also agree to

have additional testing done prior to remediation in order to get a more

accurate estimate. Most clients opt to

not assume contamination and not to have additional testing (since we will do

pre-job testing of non-work areas as part of the remediation process prior to

performing the remediation) and then deal with the situation if something shows

up in the pre-job tests. This is gone

over with the client when the reports and data are reviewed with them. Taking the course of action that the client

took is the least expensive option should the pre-jobs come back clean and no

additional work is found during remediation.

But also the most subject to change.

In this client’s case there was more work to be done and it was not due

to a poor inspection or trying to scam as stated by the client.

The client has not produced any

documentation that would substantiate any claim to a refund and certainly not

the entire amount of the remediation that was, in fact, performed and performed

properly.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Please forward the following information to the company.

Review: Did not complete mold remediation as contracted. When I called to inform them that the work was not done properly, I was given excuses why not.

I had hired them to take care of a mold problem in my house that was built in 1941.

These people came and did the demolition work without a license. The walls most likely has lead in them and they did not do proper testing before tearing them down.

I have found that it was not necessary to cut the walls but just to wipe it with chemicals.

The company had charged me over $4,000 for a 4 hour job.

I was informed that it was to be a full day job until 8:00pm if necessary and they would return the next day to complete everything.

The contractors were in a hurry to leave because they didn't want to hit the rush hour traffic going back to their area.

They had damaged my house and didn't take all the contaminated debris away as they had agreed to.

They did not clean the infected areas with chemical as agreed.

They said I must wait 5-7 days for testing results to come back from the lab.

They did the testing on the same day that they had treated the walls.

When I called to complain, they email me the test results that I had clearance the following day. This does not sound right, didn't give it a chance for the house to be treated before testing.

They said they would get back to me and they never did.

They had asked me to send them pictures of the work that was not done and I did. They just ignored it.

I have all the documents and pictures.

I also found that it was illegal for them to charge my credit card online, which they did.

Desired Settlement: I want them to refund my total of $4,412.90, plus my cost in repairing the damages they did on the property.

Business

Response:

Business' Initial Response

The client states that we did not complete the mold remediation as contracted. I have induded a copy of the contract

(Item 1) and pictures of the completed work areas (Item 2). The pictures clearly show that the.work as described in the

contrad has been completed.

We performed mold remediation at the clients request in those areas where laboratory results confirmed the presence

of mold. The mold remediation included the removal of drywall/plaster among other construction material. However,

this work is considered to be emergency janitorial services and not demolition as the client suggests.

Ihe client states that we did not test for lead prior to removing the various building material. None of the areas where

the building materials were removed were in excess of 100 square feet. Therefore, no lead testing was warranted.

The client claims that the walls just needed to be wiped down with chemicals. I am assuming she is talking about the

biodde solutions we use There are cases in which all that is needed is decontamination. Those cases are where the

laboratory finds mold spores but no active mold growth. That was not the case in this situation. 1 have included a copy

of the mold inspedion report from April 1, 2013 (Item 3). The inspector reported that there was visible suspect mold

(later confirmed as mold by the laboratory) in all of the areas where the building materials where removed as per

protocol.

Although the client claims that no chemical was used, the pictures of the completed remediation dearly show that it

was. There's no way the encapsulate (the white stuff you see in the photos)(Ifem 2) will not stick to the remaining

building maten`als if any dust or debris is left behind. The site must be free of debris which means IfEPA vacuuming and

biodde wipes must be used.

The client claims that not enough time was spent at the site. The contract is not a time and materials contracf, it is

priced to perform specific tasks (Item 1). Once those tasks are completed, the remediation crew is free to leave. Since

we never know what we will find once the removal process begins, we do attempt to leave some leeway in regards to

time. We have found it to be much better to overestimate the needed time`than to underestimate. But again, our

estimate pricing is not a time and materials contract.

The client doesn't believe that enough time had elapsed for the remediation process to work Prior w the taking of

clearance samples. Once the remediation process is complete, clearance testing can commence There's no reason to

wait. Either the work area is clean or it's not. If the other areas in the house test clean and our work areas do not,

then the remediation was not success and my staff must continue. That's why It's lfnPeratlve for tfrfl Client to wait until

we have laboratory confirmation Cs-7 days) that the remediation was successful; we don't want them cross-

contaminating areas. I have provided copies of the laboratory reports showing the drastic difference between the base

line sample and those taken in the work areas (item 4) . Based on the laboratory results, the work areas were dean'

I found out a while back that my new home had mold in it, so I kind of put it off for a while but then the rooms started to smell so I called around and came here, I just had the work done at my house where they removed seriously so much mold it made me sick to my stomach. Thank god its gone now! I can actually sit at home and not smell mildew, its amazing! ahha thanks guys great work!

Review: Made deposit($3609)to Environmental Svcs.for mold removal.Agreed dates twice,they could not honor and agreed to refund deposit in July.No refund yet.

I had contracted Environmental Services for mold removal at my home in Jnue of 2013. When the date for which the work was scheduled approached, I called to confirm and was told that thier crews were extended on another job and would not be available. A new tentative date was set, and when I called to confirm that date, was told it would be at least 60 days before they could do the work. At that point I indicated to them that given the urgency of the mold situation, I would have to make other arrangements, and it was AGREED that the deposit I has made ($3609.20) would be returned, This occured on July 9 (see attached letter). When the deposit had not been returned by the end of July I began a series of calls to determine the status. The parties I spoke to consistently referred to elsewhere in the company - until one finally referred me to the payments department. By this time, we are well into September. I repeatedly called this department (8-10 times) and NONE of my calls were ever returned. Finally, on September 24th, I was told via the attached email that the check had been sent in July, and had never been cashed (or recieved for that matter), and that a new check would be sent out on September 27th. As of today, October 28th, I have still not recieved any check, nor have I gotten any response to the follow-up calls and emails I've sent. The attached materials document my efforts to contact them and resolve the issue; thier one response indicating that the check would be forthcoming, and the original check, invoice, and agreement.

This is not an insignificant sum of money for me and I need to resolve this as soon as possible.Desired Settlement: I made a good faith deposit for work they never did - because of issues on thier end re' availability of resources.

In trying to resolve this they have never once returned a call, and other than 1 email, communicated with me on this matter.

I want my money - $3609.20 - back immediately - preferably via a wire transafer to my account.

Review: The salesperson represented to me that all the mold in my basement would be removed, including cutting and removing wood, porous material and all item

8/10 I discovered mold in my basement. On approximately 8/14 inspector [redacted] came out to take samples. I paid Environmental Services $295. for the samples to be analyzed by a lab they contracted as they told me the pretest was mandatory before they could give me an estimate. They told me not to disturb anything down in the basement as that could make the mold airborne. So for almost a week a wet rug remained down there creating more moisture and damaging my hardwood floors above. On 8/22 an email with an estimate invoice XXXXX and the air samples results were sent to me from [redacted] The estimate for the contract was $2946.20 plus air sampling costs. I asked for an estimate contract that didn't include the bathroom as I thought that the mold they found there was superficial mildew ( as it indeed turned out to be, per the worker the company sent to do it after I agreed to include that as part of the job). The estimate for the contract not including the bathroom was $2193.70 (same invoice number). Due to the language in the contract, I had numerous questions about what would be removed and how the job would be done. [redacted] who had emailed me the contract, answered my questions and lied to me. He represented to me that all the mold in my basement would be removed completely, as I didn't understand all the descriptions in the contract. Specifically, his crew would remove most of the materials in the dark room anything that was porous and had mold in it - the wood, cabinetry in and around the dark room, including the desk table adjacent to the room. His crew would remove all materials, including toys, boxes, everything down there would be bagged and removed since the mold could spread airborne if not removed. This is the work that other mold companies were representing needed to be done, too. He informed me that his crew would need 1- 2 days to remediate and then see if the job was done per the post-joh lab results. I signed invoice XXXXX with the bathroom part of the job on 9/10. On that same date I authorized my bank to pay the company $1500, that day as half of the payment was due on signing and the other half due on completion. On Saturday 9/14 the crew which consisted of 1 person came out and spent half a day and did barely anything. They took half the payment up front when the contract was signed, and the other half was automatically drawn from my bank 9/16 without my approval on the morning after his "crew" came out to the house. [redacted] called me on 9/17 to say his "crew" said the project was bigger than first thought so they would send me a supplemental contract if their work passed [redacted] results. I informed [redacted] that he would not rob me, that he would go out and finish the job at my house that they contracted for. Late that afternoon, after work hours, I received an email from Mr. [redacted] saying they passed lab results, and he attached a supplemental work order, invoice XXXXX. I went into my sealed basement with my sister in law and saw everything remaining. The worker had torn out just part of the inside piece of the small wall of the dark room. Mold was left all over in that room and the rest of the basement. The worker painted over other mold. I had to contract with another air quality company and another mold remediation company to remove the mold completely. I took pictures of what Environmental Services did and did not do. This company robbed me of $2946.20 for the remediation and $275. for the clearance test that was falsified as the air quality company hired by Environmental Services characterized the post job report as a pre-job report, indicating that there was still mold. Another company I hired after agreed, and found lots of mold spores. I hired another company and another air company to get the job. [redacted] verbally assured me that the initial contract would remove the mold. That is why I hired a mold company, to remove it all. I had to hire another companyDesired Settlement: I would like a full refund from this company that robbed me. I would like the Revdex.com to reflect this complaint so that consumers are warned. I want an apology from [redacted] to accompany the refund. I would like to see [redacted] and his company sued or prosecuted for fraud.

Business

Response:

Attached is a copy of estimate #[redacted] signed by the client, [redacted], on 9/10/13. The client states in her complaint that she didn't understand the contract and had lots of questions. She also states that she was assured verbally by [redacted], our Project Coordinator that all of the mold would be removed along with all of the contaminated belongings. Unfortunately, there is nothing to document the verbal transactions she had with our Project Coordinator and none of it is in the notes on the account. The only thing we have is the signed estimate to attest to our agreement.

I had these guys come out as a precaution because I thought there may be a problem with the crawlspace under my house, it is open to the outside and thought that there may be mold under there from the years and now with a new born baby... I had to make sure that everything in the house is perfect.

And frankly, so glad I got this done, they did find mold and were able to get everything taken care of in the crawlspace now so that I can be sure my little guy will be safe n sound.

Thanks so much

Review: This company performs mold testing. I sent in samples on March 3, 2014. According to their website, turnaround is usually 3-4 days. Today is March 19, 2014 and I've not received any information from the company. I've sent them emails and left voicemails and haven't heard back. I'm worried that I've sent money to a company that isn't legitimate.I'm not sure if Revdex.com can help me with this or not.Desired Settlement: I would simply like to hear from the company with some sort of response.

Business

Response:

Samples were received and processed on 03/20/14 and all reports have been supplied. We do not know why her samples were so delayed in arriving. We did notice they were coming from Hawaii. When they did arrive, we did provide rush service on them without any additional cost to the client.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: We discovered a major leak under our bathtub, once that was fixed we had a mold issue. We called this company, a tech came out and took samples of the walls and air, he was told at that time that the leak we had was under the bathtub, however I've since found out, no samples were taken from there even though there's a vent that would provide access. An estimate was provided which included the bathtub walls area. When the workers showed up they were punctual and polite and completed the work in one day. Let me say here that my husband is fighting lung and brain cancer so my priority was getting the work done, but I was not able to give my focus to the work. Bottom line the bathtub area was not done as "the paperwork did not specify bathtub removal and completion of the mold eradication from those walls would involve removing the bathtub". So they claim they've lived up to the contract and now the walls that still have mold are exposed to the bathroom. However, they'd be more than happy to provide another estimate and finish the work, for extra cost of course. In the meantime I still have mold in the walls and will now have to hire a professional company to remove. Oh and the Restore in their company name, not sure what that is referring to but there is no restoration done at all, it was never offered to me and I was never told that was an option they provide. I decided to pay the company due to receiving 2 collections letters, threatening foreclosure, a day from them was to much for my husband. I sent the cashiers check 6/13. I checked the status today and it was refused by the company 6/16, the day they told me I needed to pay them or they were going to file a $25,000 lawsuit and refer me to a collection lawyer for $7,500. How can I pay the company if they refuse to sign for the envelope with full amount $4,902.40 cashiers check in it? No where on the collections letters does it say they they won't accept a certified, return receipt envelope.Desired Settlement: I want any and all collections they are taking to stop as of 6/13 since I can prove I tried to pay them before 6/16 as their collections letters asked. If they have started a lawsuit against me or refereed me to a collection lawyer I want it stopped. I want a manager to contact me, come to my home and take the cashiers check from me for $4,902.40, once they take it I want something in writing showing I have paid. I want a $500 refund. Tracking number for check can be provided. I want an apology

Business

Response:

Revdex.com Case #[redacted]

The envelope that Ms. [redacted], our client, is stating was refused, was never received nor refused by us. It seems that the envelope was misdirected. Either the lobby personnel in the building (operated by the building owner and not our employees) may have refused delivery due to incorrect addressing or the mail carrier delivered it to the wrong address.

We contacted Ms. [redacted], our client, as soon as we received notification through the Revdex.com email system and are making arrangements with the client to receive the envelope containing the cashier’s check as soon as it is returned to her. Both of us thought she would have the envelope back by now, but as you can see by the attached tracking, it is still stuck at the processing center.

We would not have turned Ms. [redacted] over to the collection agency had she responded to our attempted comunication and let us know that she was paying the debt and give us the tracking information. But she didn’t return our calls nor send us an email with her intentions. In fact, we waited until 06/19/14 to actually give the account over which is several days past the deadline. Had she returned our calls or sent an email, perhaps this could have all been avoided. Hopefully, the envelope will show up in the next few days and we can make arrangements to actually get it this time.

After having received an email from the Revdex.com, it was brought to our attention the Ms. [redacted] attempted to send us an envelope containing payment as specified in the collection letter.

Consumer

Response:

I am rejecting this response because: #1 - I sent the payment to the correct address (return receipt requested) and since I finally received the letter back from the post office I have the envelope to prove it, to imply that the rejection of the envelope at their end is somehow my fault is par for the course with this company. Someone refused that envelope at 1024 Iron Point Road, Folsom, CA 95630, it was not misaddressed. #2 - The only contact I had from this company was in the form of numerous threatening letters and email, no phone calls. However, I did try the day I found out my landlord stopped payment on his check, to talk to someone regarding this. After being transferred around and talking to scheduling, accounting, receptionist and even HR I was assured a call back, that didn't happen. My cell phone records would show this, that experience was such that I did not bother to call regarding payment, they'd just claim I never contacted them. I have telephoned the one person from the company who did call me, at the number on the email and that she provided ###-###-####, that I finally received the envelope and she can contact me to make further arrangements. This whole thing could have been avoided if the work had been completed in the first place. As the work was never completed by this company the complaint cannot be called resolved.

Review: We have mold in our house. Indoor restore gave us an estimate for $2,500. We agreed on Thursday that the company would show up Monday morning for mold remediation. The company called Friday and said they needed to reschedule for Tuesday. They volunteered a 5% discount for my troubles which I am grateful for. Keep in mind we moved out of our house already due to mold levels. Also, this company has a policy of charging customers a 50% cancellation fee and a 25% rescheduling fee. The company then called Monday at 4 pm and said they were having trouble processing my payment. I called discover credit card and they said the charge went through without problem on Friday. The company then said we needed to wait 1-2 business days for the payment problem to be resolved on their end. I called the company asking to terminate the contract so I can get another company out there ASAP to handle the problem. They said I would be charged a 50% cancellation fee ($1,187.33 just to have them NOT come out). I asked them if they would give me a 25% discount because they rescheduled last minute on me, reminding them politely that is what they would have charged me if I had to reschedule. They said no. So I am stuck with keeping them for the job and I'm at their mercy as to when they will show up. In my opinion, they have a double standard that they won't keep themselves accountable for. I would have liked them to cancel the contract or give me a 25% discount. To me that seems fair because they didn't hold up their side of the contract.Desired Settlement: I still have not received any services almost a week later, my credit card has been charged for almost a week, and my family (wife and 2 kids under 2) are living out of a single room with a nearby family member which was supposed to be for 3 days max. We will have to get a hotel soon if they delay any longer. Either refund me my accommodation costs, terminate the contract/estimate of $2500, or give me a 25% discount and come out ASAP and fix the problem like you agreed to in the contract.

Business

Response:

Attached is a copy of the client's signed contract (ITEM 1). The contract clearly states on page 3 that the starting payment must be received 2 business days prior to the commencement of work. The client's payment via credit card was initiated on 01/31/14 (Friday). On the next business day, 02/03/14 (Monday), we were notified by Intuit Merchant Services that fraud was suspected on that credit card (ITEM 2) and, therefore, Intuit Merchant Services had opened a case on our behalf. We didn't initiate the case; Intuit Merchant Services thought that someone may be committing fraud against us and opened it on our behalf. We submitted all of the items the credit card company requested (copies of signed contracts, signed credit card authorizations, and even a copy of the Fraud Detection screen that showed everything provided by the client was on the up-and-up). As of today's date, that credit card payment has never been honored (ITEM 3).

Review: I contacted Indoor Restore to try to find out if my flooring from Lumber Liquidators had elevated amounts of formaldehyde in it, due to the showing of 60 minutes on TV where they claimed that Lumber Liquidators had elevated levels of formaldehyde in their flooring.I contacted them and spoke to [redacted] and asked her if they did this kind of testing and if they were certified in Formaldehyde Testing, she assured me they were. She sent someone from her company to get a sample of my floor and I was told the results would be back in 5 to 7 business days. He took the sample on March 10th and I didn't get the results back until April 14th. In that time I made daily phone calls to check the status of my test and they rarely answered the phone and never returned my phone calls when I left a message. Now after a month and a half I have the test results but I have no idea what they mean. They have a number for you to call to get help in reading your test results but AGAIN no one answers. Finally after two weeks of calling I get [redacted] to answer and she tells me she needs to check with someone else to get find out what my test means and promises to call me back by that Friday at the latest ( this was Wednesday when I talked to her) again she never called me back!!! Finally after many more unanswered phone calls [redacted] answers the phone and tells me they are trying to figure out what the correct numbers are so they can give me the correct answer (doesn't sound certified to me). Again the waiting game when finally I get an email from her telling me that they don't do the carb testing and that at this time they'believe" my floors are in compliance. I don't want to go with their opinion that at this time they "believe" the test results are good I want to know for sure. After over two months I still know nothing about the levels of formaldehyde in my floor. This company unprofessional I would not recommend them to anyone!!Desired Settlement: I want a full refund of my $550.00 so I can get my floors retested by qualified company ASAP!!!

Review: We hired Environmental Services to remediate mold in our home. The work was scheduled for November 18th and we emptied the contents of each room to prep for the remediation. It was a huge undertaking. This not only cost us money for storage of furniture and other items, but we were expecting a child, who was born on Nov 27, so there was an urgency to complete the work in a timely manner for the health and well being of our new baby. I let the two workers into our home and left for work after discussing what needed to be done per my agreement with the company. Part of the services included the following (copied/pasted from their service agreement): "All accessible surfaces (walls, floors, ceilings, ledges) in the work areas will be decontaminated (HEPA vacuumed, biocide treatments, antifungal agent wipes)." Upon returning from work that day, I thought the work was completed but we noticed there was still visible dust/debris on surfaces and ledges in the living room and bedroom closet. And I have photos to prove that these surfaces were clearly not wiped, vacuumed or decontaminated as promised. I emailed to complain, letting them know I would contact the Revdex.com and overnight I received an email offering a $250 refund so long as I signed a 'Client Release Form' stating the following: "...I agree not to pursue any legal action towards Environmental Services or subsidiaries and/or file complaints with any professional organizations (independent, state or federal) including but not limited to the Revdex.com, attorney general, etc.". And the refund would only be processed if I signed and returned the form.At this moment I felt as if the company was admitting fault and wanted to pay us this small amount just to shut us up. I replied to let them know that $250 was too low considering the total cost was $2239.94. We can provide you with all email correspondence and necessary photos. We are at a loss, feel taken and would love your help to rectify this situation fairly. Thank you,[redacted]Desired Settlement: Total cost was $2239.94, broken down as follows:$992.82 Bedroom 1$683.40 Baby's Bedroom$576.35 Living RoomBedroom 1 was completed to our satisfaction but the other 2 rooms were not. We're not even sure anything was done in these 2 other rooms given the most basic task, wiping down the surfaces was not even done and we have the photos to prove it and emails as back up. We asked for a 50% refund for the 2 incomplete rooms totaling $629.88. We've been completely ignored since.Please help!

Business

Response:

As of today's date we have not been allowed access to this site in order to substantiate the client's claims or address any project issues. We requested access so our regional inspector could confirm the client's statements. We had no idea when the client took the pictures and needed onsite confirmation before we could move forward with any appropriate resolution. When the client denied our inspector access, we asked to send back the original Project Manager and just assume that the client's statements were correct. The original Project Manager would be most familiar with the site and would be able to ensure all of the client demands were met. This too was declined by the client. We then requested to send out the Regional Senior Project Manager, and just take the client's word that something was amiss with the job. And once again, the client refused. The only thing the client wanted was money to be returned - not the problem to be resolved for the health and well-being of their new baby as the client stated. We wanted, and tried every which way we could, to solve the problem. Since all the client would accept was money, we offered what we could site unseen.

Below is a time line showing that we continue to try to resolve the issue:

11/21/13 at 10:27pm: Client sends email stating that they aren't happy with the work and threaten to contact the Revdex.com if we don't give them a full refund for the areas they believe were not done correctly.

11/22/13 at 1:00pm: We sent out offer of $250 since client would not allow us on the site to confirm client complaints or to fix the problems. The pictures the client sent are of a single window sill and a single shelf. There is also several pictures of a doorway where the containment tape removed some paint.

12/03/13 at 10:59pm: Client responded and stated that the $250 was not enough and wanted a full refund for those areas. We continued to offer to send someone out or refund $250.

12/19/13 at 9:16am: Client responded and asked for 50% refund for those areas. Client still will not allow us to fix the problem. we must still decline and offer $250.

More emails were sent back and forth between the client and the Project Coordinator with the client wanting more money and the Project Coordinator offering $250.

01/21/14 at 5:22pm: Client requests to hear from the Project Coordinator's supervisor in order to resolve the issue.

01/22/14 at 8:58am: Client is sent an email from the Project Coordinator's supervisor stating that they were reviewing the client's allegations and supporting documents. The client was also asked if they would like to submit further documentation. The client was notified at that time they would receive a response by 4 pm on 01/24/14.

01/22/14 at 1:51pm: Client states that they don't have any further documentation than what has already been submitted.

01/24/14: All of the documentation provided by the client as well as the crew that was on site was reviewed. It was determined that the crew photos did not show any items left undone. However, it could not be determined if the ALL the shelves had been wiped down properly nor ALL windowsills since pictures of all shelves and window sills had not been taken. As such, the offer of $250 still stood should the client decide to accept it. The clients request for $629.88 was declined since the client's documentation did not show more than a single window sill nor a single shelf had been insufficiently cleaned. The client could not substantiate that "no work had been done".

Based on the documentation provided by the client, it seems that a single shelf wasn't wiped down completely along with a single windowsill. Again, this is based entirely on the client's pictures. We were never allowed to verify it. We would have preferred that the client allows us to come back and rectify the issue. The only thing we can do at this point is continue to offer $250.00.

Consumer

Response:

Hello.

I am rejecting this response because the offer of $250 was sent as "hush money" stating that if we sign the document that we could NOT contact the Revdex.com. It felt like a bribe to shut us up and take the paltry sum and go away. That was unacceptable to us considering the shoddy and incomplete work that was done for the price we paid, not to mention the moving and storage fees and the time and energy spent preparing for this remediation. I sent the email with the letter offering us $250 not to complain to the Revdex.com.

Remediation is a very exhausting and labor intensive process for the homeowner. We had to move EVERY ITEM out of EACH ROOM and we did so in order to have the work done properly the 1st time. Upon completion of the job, and clearance from the company, we moved EVERYTHING back into the home and while doing so took photos of the areas in question. I have dates and can prove when these photos were taken (after the job was competed) as they are recorded on my phone the date they were taken.

Their service agreement CLEARLY states that they will wipe down all surfaces, which is the most basic part of the services they provided. They failed to do that and I felt that if this company could not perform the most basic of tasks, wiping dust and debris from the shelves and surfaces, then what else did they not do? Upon supposed completion of the job, when I see that even this simplest task, which I could have done with a cleaning solution and a few paper towels, was NOT done, they were in breach and violation of the service agreement.

On top of the impact a remediation has on a household, we were also expecting a new baby, who was born on November 27, 2013, so we did not have time to allow them to come back into our home to do the work they were supposed to do the 1st time. My argument remains the same. Did the company really think that moving everything back out of the house, with a baby due any day, so they could come back and do the work that they were supposed to do right the 1st time, was a reasonable and viable option? It most definitely was not and we did not pay all that money to be inconvenienced and then told that they only solution is for them to come back and do it again?!?

I have already sent all the emails, photos and correspondence which detail the history of this complaint and happy to re-submit any emails or photos needed to further prove that the company did not satisfactorily complete the job per the service agreement. Given the amount we initially thought was fair and the offer that still stands at $250, I think a reasonable new offer of $500 would be sufficient. We would happily accept that amount to close this case and move on with our lives.

Sincerely,

Business

Response:

Indoor Restore Environmental Services is accepting Mr. and Mrs. [redacted]’s settlement offer and refund them $500.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

When I recently bought my home, I found there were many problems with it, which I was okay with considering the low cost the home was compared to it's true value. So before I moved in, I was getting everything fixed and found that I had mold in my attic.. a little scary.

I called around and ended up with this company and found the person on the phone to be absolutely great, she was able to help me out so much she was amazing.

I got them to come out and do an inspection, they found even extra mold that I didnt see, ran tests for that as well, and I got all the tests back 3 days later, to my surprise, some of it wasn't mold after all, but there still was a lot, I had them remove it for me (Nate was great, he is a good guy).

Now my home is all set to go once my roof is finished and I can enjoy my new house! Thanks :)