Complaints

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.

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We have a troubling odor in our 2 year old home, persistently in our master bedroom. Both of our daughters sleep in there with us, and one of them began presenting concerning respiratory ailments.
  
  We were connected to this company through the New Home Warranty Program to utilize this test, so that our accusations could be taken seriously.
  
  The technician heard our concerns regarding the home and assured us that the test will be accurate to pick up on any mold spores circulating. He also agreed that if an odor was present, that would be indicative of mold spores in the air.
  
  When the test came back negative, he expressed he was surprised but to be rest assured that my daughter's ailments wouldn't have been from mold exposure.
  
  When we couldn't believe a negative test outcome, we opened up the wall ourselves right where the test was conducted, just to find black mold in the insulation, baring the odor we had smelled all along.
  
  When we went back to the company to express our disappointment on the unreliable results, they expressed the test has its 'limitations.' $*** is a lot of money to spend on a test that provided inaccurate results and we kindly asked for a refund which was declined.
  
  We are writing the BBB to be considered for reimbursement ** * ****** ******* ** ** ********* *** ********** ********

  

  Business Response

  Date: 02/10/2024

  The client contacted Prairie Environmental (Prairie) due to
  fungal concerns related to odours and previous flooding in the home. Prairie’s
  mould test is advertised as a “visual and airborne test” this test
  non-invasive. At the time of the inspection the client had informed Prairie
  that she had concerns the builder had not sufficiently dealt with the flooding
  issue. The client expressed concern about an odour that seemed to be coming
  from the exterior wall in the master bedroom. At that time (during the
  inspection) the client was notified that the test likely will not be able to
  detect airborne mould spores that may be contained behind a sealed area such as
  an area behind vapor barrier or finished walls. The client chose to proceed
  with the testing. During the inspection no visible mould, water staining or
  odours were observed. The client informed Prairie that the odours only occurred
  at certain times of the day, and she was notified that the test would only
  reflect the current environment in the home. Mould sampling was conducted in
  accordance with the sample vessels manufacturers recommendations and were sent
  to an AIHA accredited lab for analysis. Test results did not show any unusual
  levels or types of mould in the home when compared to the outdoor control
  sample.  The client sent Prairie an email
  stating that she would like a refund to which Prairie responded promptly. The
  client was reminded that she was notified of the limitations and methods of the
  test at the time of the inspection to which she agreed. *** ****** **** ******** ******* **** *** *** ** ********* ***** **** ******** ** * ***** **** ** ** ********. As a reputable Environmental company Prairie has an obligation
  to report accurately and truthfully based on observations while on site,
  information provided by client and sound scientific practices *** ****** ******* *** ******** *** *** ******* ** * ******* Prairie does everything they
  can to ensure clients are well informed including recommendations for any issue
  found and information on how mould propagates in a home and how to mitigate any
  issues they may encounter. It is Prairies belief that the service has been
  provided as advertised.
  Should the client decide to do an exploratory demolition in
  the suspect area and find visible mould, Prairie is willing to return and
  inspect the area. If it is found to be in favor of the clients claim prairie is
  willing to sample the area and provide a new report for only analytical and
  processing fees of $** a sample for a bulk or tape lift of the suspect
  materials and wave any other normal fees. Should the investigation seem to not
  be in favor of the clients claim Prairie will take no samples and there will be
  no fee to the client.

  Customer Answer

  Date: 02/10/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The reason I did not continue to ask for a refund on the phone yesterday,  was because my email was concise about my concerns with the situation and what I had felt was fair. It was clear from the beginning of the call that he was standing strong on the 'limitations' of this test, which I did not feel were conveyed very well.

  I have no insurance claim at hand, so that is a completely false statement on your behalf.

  This is about a legitimate health issue for my family, where your business offers a service to detect mold at an expensive fee, that resulted in an inaccurate response.

  If your technician knows that present odors indicate mold spores in the air that can then be captured, and that our odor was dependent on warmer weather making it more pungent, being the expert that he is- should have offered to come back another time to ensure an accurate test result. He set up the apparatus without consulting me and I'm sure could sense my hesitation. We do not carry the mold expertise that he does and trusted him to guide us to get to the bottom of our situation.

  I do not intent to spend another $**. We have conducted exploratory demolition and found the source of the odor and mold right where the test was conducted per the photo.

  Our expectation is that you kindly refund our money. 

  
  Sincerely,
  
  
  
  Mia ******

  

  Business Response

  Date: 09/10/2024

   

  ** ** ***** *** ******* ************* ****** *** ****** ** ****** *** ******* ** ***** *** ******* The original complaint the client
  indicated ‘We were connected to this company (Prairie
  Environmental) through the New Home Warranty Program to utilize this test, so
  that our accusations could be taken seriously’ So our apologies to this
  client it was not an insurance claim but a Home Warranty issue as they
  indicated during a phone call with our technician that she was dealing with the
  home builders.  
  

  The clients main concern when the client originally reached
  out to Prairie was their children’s health as one of them began presenting
  concerning respiratory aliments as indicated in the client’s original
  complaint.  After receiving a negative
  result from an air sample taken most people would be happy to know that the air
  in the room at the time of the test was not a contributing factor to their concerns.  After the results came back, the client talked
  with our technician on the phone, and had requested a refund, the technician
  explained again in detail what Prairie was originally hired to do which the
  client was respectful and agreed with.  We
  performed the service the client originally asked for a non-invasive air sample
  (not cutting into or removing walls) and a visual inspection which mould was
  not detected on the surface.  The client
  indicated the odor is not present all the time that it comes and goes, an air
  sample test does detect if there are present mould spores in the air.  The client agreed to the date and time for our
  technician to come and perform the tests.  After the results from the test came back
  negative it was up to the client to make the choice to remove walls and
  investigate further.  We performed an air
  test inside the primary bedroom where the client had concerns about an odor and
  in the living area between the living room and kitchen where the client’s
  builder had removed some water damage. 
  We also run a sample outdoors for a comparison.  The client was present during this entire
  process and was able to ask questions and talk with our technician.  Any reputable company would have preformed the
  same test, in the same location as Prairie did and would have achieved the same
  results.  If mould is hidden behind a
  wall and undisturbed (which this was behind a wall as well as behind the vapor
  barrier) mould spores will not be picked up on an air sample.  The client was informed of this situation at
  the time of the testing.  *** ********** *** ****** *** ***** ** *** ******* *** ********* **** ****** *** **** *** ***** *** **** *** **********  This insulation
  has not been tested by a third-party lab, so it is only assumed to be contaminated
  not confirmed.
  

  At this point we will not be giving a refund, but we have
  offered extra services at a reduced rate to try and help this client resolve
  her issues but as for the services Prairie was hired for Prairie Environmental fulfilled
  the agreement.  Prairie Environmental
  strives to be a well respected and well represented company and we do our best
  to ensure this.  

  Customer Answer

  Date: 18/10/2024

  We had another company come to inspect our home, and used tools this company didn't such as a humidity detector and discovered our bedroom was at 67% ***** ***** **** **** * **** *** ****

  The Inspector with this company also missed significant holes in our stucco that correlate precisely to the area of water infiltration.

  They conducted their own test and found we were positive for Chaetomium black mold which the the most dangerous type alongside stachy strain.

  **** ******* *** **** ******* ** * ***** ******* **** **** **** ** *** ** ****** ******* *** ***** ** ******* ******** *** ** *** ** ***** ***** *** ****** ** **** * ****** ** ***** **** ****** ******* ** ********* **** ********* ******* *** *********** **** ******* ***** ** *** **** ***** **** ** *** ***** **** ** * *** ***********