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Business Profile

Fire and Water Damage Restoration

PuroClean Restoration Richmond

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fire and Water Damage Restoration.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint type

  • Initial Complaint

    Date:06/01/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My partner and I are filing a complaint today, against Richmond Puroclean, owned by ***** Sym. The basis of our complaint is in regards to the misinformation, false promises, and lack of follow through with verbal agreements by ***** and his staff. Verbal contracts are binding as per the ******************** website. Puroclean was hired by our strata to complete mold remediation to our primary washroom. We were verbally told multiple times by ***** and his staff that they would repair our primary washroom back to its original state, after their work was complete. We have a recording of a conversation with ***** with him agreeing to fix things back to normal. We kindly asked for this in writing but ***** refused to do so. He gave us "his word". After our primary washroom was completely torn apart, with NO MOULD being found, ***** and his company wanted to continue riping open our hallway and laundry room, with no rationale provided to us (it's evident to us that ***** was inappropriately billing strata). At this time we kindly declined any further work to our suite. We've reached out to ***** numerous times since work started on November 13/2024, to rectify and resolve this issue, but have been unsuccessful in receiving any acknowledgment/understanding to our concerns or accountability for his words. We canceled medical appointments and took time off work for this multi-day mold remediation project, but unfortunately had to deal with no shows, lack of transparency, and complete unprofessionalism. We've reached out to Puroclean headquarters (****** ******) but unfortunately have been getting the run around from them too. To add, ***** removed drying fans from our suite in March 2024 because we didn't claim through house insurance, when he told us we'd need 5 days worth. We just want our quality of life back. We can't even bath our three year old daughter. We're kindly requesting completion of the project which was guaranteed to us. Thank you.

PuroClean Restoration Richmond is NOT a BBB Accredited Business.

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