Northeast Ohio Public Energy Council

Unfortunately due to moisture issues that you were previous informed on, we cannot provide a refund Moss on top of roof on shinglesCondensation was running down the inside of the attic ceilingWe have full documentation that you were notified on this issue A refund cannot be processed until the moisture source has been repaired correctly by a contractor There is nothing more that we can do for you until these moisture issues are corrected Please call our office to discuss if needed

Complaint: [redacted] I am rejecting this response because: As previously stated in my original complaint, the complex did not offer a 3rd permitWe did pick up our permits when we were able toWe both work hours that are not convenient to the complex so yes we were given an extra threatening notice that if we did not pick up our permits we would be towedAgain my compliant still stands, as they were very unprofessional in handling this matterI have unfortunately lived in several apartment complexes in my past years and have never come across this issueIt has always been a first come, first serve basisEven with this AWESOME parking permit in place, several people including myself still come across the same issue of no parkingAll the visitor parking spaces were taken so I had to park in a regular parking spotSo not they have not resolved the parking issue but have inconvenienced several peopleI am still inconvenienced as I have had to sale several items to be able to cover rent Regards, [redacted] ***

I am very sorry for any inconvenience this may have causedOur company was under the impression we were going out to do an actual job not a site visit and when the work was not done it turned into just a visit, which we normally will charge $for this serviceYou are correct we do offer free site visits, but those are all done over the phoneIf we have to come out to your property, then we have to charge for trip, gas, labor, etcI realize you feel misinformed and did not know a charge would be applied for the visit and due to the circumstances I am willing to waive the chargeYou will not be bothered with anymore billsPlease feel free to call me and discuss this if neededWe at Rapid Mold Removal hope this resolves any issues you might have with our company.Thank you, [redacted] Rapid Mold Removal [redacted]

We apologize that we couldn't get my technician out there in a timely manner We did offer to bring a negative air fan out to the home and also do a post test in the home to test the levels in the home, but there would be additional charges, because they were additional items neededWe know this was not your expectation, and while you are requesting a refund, we still came out to the home and provided a service to you We also have company protocol that we require certain documentation to return to the home, all in which you were unable to provide Since you have hired another company, we are unable to come and do any work in the home now as you have voided the contractors right to cureWe have days to correct any issues Thank you,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11453182, and have determined that this proposed action would not resolve my complaint For your reference, details of why I am rejecting this response appear below: [redacted] who I spoke to failed to tell me about the fee and the gentleman that came to my home went right up into the attic looked around came out we went over the findings and he told me how they would do it I even said to the tech that came out to give me a correct proposel because he even said it was bigger then what was quoted and I would have my husband move anythjng that was in his wayAfter we went through the details that is when he said the fee will be waived if we use themThis is the first time I herd bout this fee As well as I still never received a accuriate propsel of what they were going to charge if u went with them!!!! Regards, [redacted]

We have several witnesses on what was said during this phone conversation and what the customer is stating is not correctOur technicians job is to determine and identify moisture source issues and what has caused the mold to begin withThe technician determined the customer had no gutters and this is what caused water intrusion in the basement and the moldThe technician discussed this with the customer and the manager this customer spoke with gave him days to take care of the gutters and agreed to have a technician come out and retreat upon completion, we never refused a revisitWe offered year warranty also once the gutters are fixedIf customer agrees to take care of what we are requesting, this offer stands and there will be no further issuesPlease be advised our warranties and paperwork states our terms clearly, mold can reappear within hours so until the issues we identified are resolved we cannot come out, because we could keep having to come back for something that is not due to our incompitence, but lack of cooperation from the customer and fixing the issues that need to be cleared before we return at no further cost

The customer and I have resolved this complaintPlease remove when you can Thank you, *** ***Rapid Mold Removal ###-###-####

When we were talking with ***, he shared that he did a mold test after our treatment. We asked for those results so we could access what was going on in the home, as it is our company protocol to obtain documentation prior to sending a technician back out to a home for a service call. Nothing was sent in to us, but our technician had previously explained to the customer that he could drop off the air scrubbers, but informed the office he did not offer this for a free charge. We also suggested another post test, but those are not done for free because we have a third party lab examine those samples for us. We apologize if the expectations weren't met, but we still did do treatment at the home and also did some extra areas that were not charged to the customer. The mold was treated in the home, so we are not sure where it is still coming from

Our technician was slightly delayed on turning in the mold test and we definitely apologize for any inconvenience, but we are willing to refund half of what she paid initially which would be $We also have already sent a copy of the inspection reportPlease give us a call if you still need this
report or have any other questions. Thank You, *** ***Rapid Mold Removal ###-###-####Collections Department

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11453182, and find that this resolution would be satisfactory to me.
Regards,
*** ***

Back in January of 2015, after receiving several complaints from residents not able to find parking close to their buildings we decided to implement a parking permit systemWe sent out notification at that time and gave our resident several reminders about this parking permit enforcementThere
are over designated visitor parking spaces throughout our communityOur community policy is that each resident signer is given permit. In the complainant’s situation she was issued permits, they have vehicles on propertyThey were told any vehicle without a permit would need to park in a space marked visitors Their 3rd vehicle without permit was not parked in the appropriate spaceWe had notices posted in the laundry room, mail area, monthly newsletter and facebookWe sent out several reminders to the entire property and even gave them an individual notice that they had not yet come in to get their permitThe last thing we want is to upset or inconvenience our residentsI feel we did everything possible to inform and prepare for this parking permit implementation

[A default letter is provided here which indicates your rejection of the business's response.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this response appear below:When hiring this company I received an email stating I would have the test results in 3-daysYet the technician did not submit the test he did to the lab for THREE WEEKS, and then he ONLY did so because I called and complained (more than once) and his manager told me herself she had trouble reaching him and that when she finally reached him she herself was unhappy that he had not even turned the test into the lab yetI at that point knew that I had to take their word that the results would even still be valid and that he did indeed turn in the test he performed for usThen I did NOT receive a proposal with a plan for mold removal from them as per our agreementOnly after I called and complained did I receive a response with an estimate of the charges to remediate the mold problem but the estimate did not give NECESSARY details- for instance, where is the mold - will they be removing the dry wall and replacing it before they spray- will the residents have to leave the premises while the mold is being treated etcVery basic questions were not addressed in the proposalSo, I sent a request asking for these basic questions to be answered and NEVER received a responseHiring this company was a complete waste of time and money and So anything less than a full refund is not acceptable and I do hope to warn others that this company is not in any way reliable.
Regards,
*** ***

In regards to the above complaint.  We offer a free estimate over the phone only.  Having someone come out is referred to as a Site Inspection and is much more than a quote.  Inspections involve time, gas, and resources which we charge a nominal fee of 150.00 in order to pay our...

technicians and recoup expenses.  It is true that we take it off the bill if the company is utilized for mold removal services.  This customer has likely heard 150 dollars 3 times.  Once during the initial call, once during the confirmation call, and lastly the techs are supposed to go over the work order and pricing prior to the inspection.  We will question the tech, listen to the recording, and ask dispatch if they all neglected to mention the charge.  If all three dropped the ball then there will be no charge for our visit.  If one or all three say they did and/or the recording shows the same then this customer will have to pay the 150 dollars she agreed to.  Please let me know if this sounds fair or if there is any information you need from us.

Rapid Mold Removal has already sent a refund of $195 to the customer. The delay was due to our Accountant being out of the office for personal reasons and I do apologize we could not do the job for you. We always charge a site visit fee unless there are certain circumstances, but we always apply the...

cost to any future work as a credit. I truly apologize for any inconvenience  please let us know if you have any questions.Thank you, [redacted]###-###-####

We apologize that we couldn't get my technician out there in a timely manner.  We did offer to bring a negative air fan out to the home and also do a post test in the home to test the levels in the home, but there would be additional charges, because they were additional items needed. We know...

this was not your expectation, and while you are requesting a refund, we still came out to the home and provided a service to you.  We also have company protocol that we require certain documentation to return to the home, all in which you were unable to provide.  Since you have hired another company, we are unable to come and do any work in the home now as you have voided the contractors right to cure. We have 90 days to correct any issues.  Thank you,

We have several witnesses on what was said during this phone conversation and what the customer is stating is not correct. Our technicians job is to determine and identify moisture source issues and what has caused the mold to begin with. The technician determined the customer had no gutters and...

this is what caused water intrusion in the basement and the mold. The technician discussed this with the customer and the manager this customer spoke with gave him 60 days to take care of the gutters and agreed to have a technician come out and retreat upon completion, we never refused a revisit. We offered 5 year warranty also once the gutters are fixed. If customer agrees to take care of what we are requesting, this offer stands and there will be no further issues. Please be advised our warranties and paperwork states our terms clearly, mold can reappear within 24 hours so until the issues we identified are resolved we cannot come out, because we could keep having to come back for something that is not due to our incompitence, but lack of cooperation from the customer and fixing the issues that need to be cleared before we return at no further cost.

Unfortunately due to moisture issues that you were previous informed on, we cannot provide a refund.   Moss on top of roof on shingles. Condensation was running down the inside of the attic ceiling. We have full documentation that you were notified on this issue.  A refund cannot be...

processed until the moisture source has been repaired correctly by a contractor.  There is nothing more that we can do for you until these moisture issues are corrected.  Please call our office to discuss if needed.

Complaint: [redacted]
I am rejecting this response because: As previously stated in my original complaint, the complex did not offer a 3rd permit. We did pick up our permits when we were able to. We both work hours that are not convenient to the complex so yes we were given an extra threatening notice that if we did not pick up our permits we would be towed. Again my compliant  still stands, as they were very unprofessional in handling this matter. I have unfortunately lived in several apartment complexes  in my past years and have never come across this issue. It has always been a first come, first serve basis. Even with this AWESOME parking permit in place, several people including myself still come across the same issue of no parking. All the visitor parking spaces were taken so I had to park in a regular parking spot. So not they have not resolved the parking  issue but have inconvenienced several people. I am still inconvenienced as I have had to sale several items to be able to cover rent.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12629136, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:I would like to offer a few corrections to your response, which I believe to be inaccurate. It was stated that a negative air machine and air test was offered at additional costs. This appears to read that each would have been an additional cost, when in fact, it was the air quality test offered for an additional cost. The use of the negative air machine (however, I requested an air scrubber) was offered at no additional cost and I was informed that I would be notified within a week for scheduling a time for the technician to drop it off. After that time passed with no further communication, that's when I contacted another company. And let me be clear - I did not hire the other company to perform the same work or service that was performed by Rapid Mold Removal. I worked with that company to address lingering issues of high counts of mold in the air. Let me also be very clear in my dissatisfaction that due to the delayed response and the amount of mold in the air, it was a toxic environment to my wife. I have medical records and a note from a doctor indicating that she was severely affected by the mold. Waiting 90 days when personal health is at risk is not satisfactory. Again, I did not hire another company to perform the same services. I am saying that the original services performed were insufficient and inadequate. I believe I provided adequate time for responses. I was informed in the emails that there would be resolution or attempt at a resolution in a time period that was much shorter than your 90 days indicated. That resolution was never provided. Communication updating the time period that services would be provided was never given in those emails. It is then, and only then, that I moved to alternative methods of remediation. I continue to contend your assertion that services were performed adequately and sufficiently. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11453182, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
[redacted] who I spoke to failed to tell me about the 150.00 fee  and the gentleman that came to my home went right up into the attic  looked around  came out we went over the findings and he told me how they would do it   I even said to the tech that came out  to give me a correct proposel because he even said it was bigger then what was quoted  and I would have my husband move anythjng that was in his way. After we went through the details  that is when he said the 150.00 fee will be waived if we use them...... This is the first time I herd bout this fee   As well as I still never received a accuriate  propsel of what they were going to charge if u went with them!!!! 
Regards,
[redacted]