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 resolvedWe did have a contractor come and assess the damage which was at face value $as long as it remains that it is only cosmetic damage to the wallThe 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 providedAt that time the new estimate will be forwarded to AvantaClean should that be what needs to occur should more damage be found Regards, [redacted] ***
As a company, it is our intent
and goal to treat our customers in a truthful manner which is beneficial to all
partiesAlthough 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 wetIn 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 $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
damagesTherefore, the $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
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,
[redacted]
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 resolvedWe did have a contractor come and assess the damage which was at face value $as long as it remains that it is only cosmetic damage to the wallThe 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 providedAt that time the new estimate will be forwarded to AvantaClean should that be what needs to occur should more damage be found Regards, [redacted] ***
As a company, it is our intent
and goal to treat our customers in a truthful manner which is beneficial to all
partiesAlthough 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 wetIn 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 $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
damagesTherefore, the $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
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,
[redacted]