MoldX, Inc.

This issue was in the process of being fully resolved when the complaint was filed and has now been fully resolvedPlease see the attached letter and the forwarded emails below this response. When our office was alerted about an issue (late June 2014) we responded immediately and within
a few days dispatched someone to the customers home about 1/hours from our officeThe homeowner was not present during our visit but had a representative thereWe assessed the situation and made some adjustments and some recommendations for another action to be taken in days or so if the adjustments did not show the results the customer was looking for. We tried to arrange a follow up visit with the customer at the beginning of August and were told we could only schedule a visit at nights or on the weekendsOur account representative could not schedule a visit until September We were never given permission to set up the visit to take the additional action.We agreed to refund the customer for the product and uninstall itWe explained to the customer that it would be 6-weeks to receive the refundThat is when we were granted access to the property during business hoursWe performed the uninstall mid-October and our refund policy was adhered to with all time frames met We take care and pride in all aspects of our company, especially in handling issues regarding our customers and regret when they may experience inconveniences. We will always honor all guarantees and guarantee our workmanship,products, and services. if you need additional information please do not hesitate to contact me.Sincerely*** ***
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This issue was in the process of being fully resolved when the complaint was filed and has now been fully resolvedPlease see the attached letter and the forwarded emails below this
response.
When our office was alerted about an issue (late June 2014) we responded immediately and within a few days dispatched someone to the customers home about 1/hours from our officeThe homeowner was not present during our visit but had a representative thereWe assessed the situation and made some adjustments and some recommendations for another action to be taken in days or so if the adjustments did not show the results the customer was looking for.
We tried to arrange a follow up visit with the customer at the beginning of August and were told we could only schedule a visit at nights or on the weekendsOur account representative could not schedule a visit until September We were never given permission to set up the visit to take the additional actionWe agreed to refund the customer for the product and uninstall itWe explained to the customer that it would be 6-weeks to receive the refundThat is when we were granted access to the property during business hoursWe performed the uninstall mid-October and our refund policy was adhered to with all time frames met
We take care and pride in all aspects of our company, especially in handling issues regarding our customers and regret when they may experience inconveniences.
We will always honor all guarantees and guarantee our workmanship,products, and services.
if you need additional information please do not hesitate to contact meSincerely
*** ***
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Great experience with Mold X in mold remediation in or A/C duct work and units.

Review: After purchasing an [redacted] ventilation system from Mold X Inc. in October of 2013 and using it for 6 months I found that I was very dissatisfied with it's performance. The unit did nothing that the company claimed that it was going to do. It did not reduce the humidity level in my home during the high humidity spring and summer months (the Humidity levels were as high as 50-65% at times). The whole point of the purchase was to reduce humidity levels since that had attributed to the mold in my duct work that I had to call Mold X to remediate to begin with.

Knowing this was my concern [redacted] the [redacted] should not have made false claims that the unit would lower my humidity levels. He used my fear of getting mold again to sell an over priced fan ($1998 + tax) for my crawl space. The HVAC company came out and looked at the unit and basically explained that the "system" was actually causing more humidity in the house by causing a vaccum of sorts and overtaxing my heat pump that was trying to reduce the humidity levels through the cooling system. When I voiced my concerns about the system [redacted] came out to the house didn't seem to think their was a problem, told me to monitor the humidity levels for two weeks and that he would return and install a humidistat. He disregarded my concerns about the exposed wiring that was not put in a box under my floor boards. Several weeks passed and [redacted] never arranged to have a humidistat installed to help the machine, and as I watched the humidity levels in my house climb I became more and more frustrated. I did some research on-line and found that many other customers who bought [redacted] from other companies were not happy with them. Then I saw on one of the company's sites that [redacted] offers a 12 month performance guarantee. Granted the manufacturer recommended that you use it 12 months before deciding whether you were happy with it which seems like a catch 22 when you are up against a deadline to return it if you aren't.

Knowing if the manufacturer had this guarantee that [redacted] should have to honor it. I emailed [redacted] and informed him that I was not satisfied with the unit since it did not do what he had claimed that it would and he finally conceeded to have one of his team member remove it on 10/17/14 at 11am. Prior to the removal I asked his office adminstrator if I would be getting my refund the same day of the removal. She informed me that it would take 4-6 weeks to process the refund and that [redacted] would try to rush it. I told her I was concerned about them removing the equipment and then trying to get my refund. Her exact words in her email to me was "YOU WILL GET YOUR REFUND".

Now 7 weeks later (as of today December I still do not have my refund. [redacted] has not gotten in touch with me when I have copied him on any emails that I have sent to [redacted] his Office administrator and mysteriously he is always "out" of the office when I call. I called on Thursday 12/4/14 last week and was told I would hear something by Monday December 8th about my refund and have heard nothing. I feel that I have been patient but this is unreasonable to make a customer wait this long for a refund when they wouldn't have waited this long for me to send a payment for their product/service. They removed the equipment and have failed to hold up their end of the agreement. They will not respond to my emails anymore since they don't want anything else in writing with me since I feel that they know this will continue to escalate further until I receive my refund.Desired Settlement: I would like the Refund to be Priority mailed to me as soon as possible, preferably before year end. The amount is $2,097.90 which represents the equipment price plus 5% sales tax.

Business

Response:

This issue was in the process of being fully resolved when the complaint was filed and has now been fully resolved. Please see the attached letter and the forwarded emails below this response.