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:11/20/2024

  Type:Customer Service 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.

  see Attached document

  Business Response

  Date: 12/18/2024

  ATTENTION:  ******** ******

  Better Business Bureau

  Conciliation & Engagement Department

  
  

  RE:  COMPLAINT ID:  ********

  
  

  Dear ********;

  
  

  Please be advised the complaint letter we received is dated November 20, 2024.  However, we did not receive it until December 2, 2024.

  
  

  I apologize for the delay in responding in a timely manner ~ we moved furniture/offices & the letter was temporarily misplaced in the process.  I truly apologize, this was my fault in locating it again.

  
  

  In response to this complaint, it was submitted by a neighbor of our customer.  The employee that she had a transaction with is no longer employed here and is not eligible for rehire due to his actions with the complainant as well as many other issues.

  
  

  He did NOT have authority or company authority to charge anybody for any service.  Our business is reputable, we have won many awards and have many certifications because we offer specialty services which we require specific training for.  Because of this, we have contracts with major insurance companies, we only get these contracts because we are reputable. The insurance companies are invoiced for our work.  We NEVER ask the customer for payment.  What he should have done was do the service that she requested, free.  That is what we would have preferred.  We didnt know that he was offering our services on the side and that he was giving out our business cards for it.  The complainant is very wise and saw right through him, she believes he has been doing this for a long time.  I can assure you, none of us were aware that this was occurring and for how long?  The Owner & General Manager were shocked, all of our employees were shocked.  He had been treated very well by our company for many years, we all feel betrayed.  Unfortunately, in his mind, he thinks hes done nothing wrong.

  
  

  We only found out about this when the complainant filed a complaint with you.  When I first spoke to her, she wanted the former employee to return the payment she made, she didnt ask us for payment, it felt more like a matter of principal for her.  I spoke at length with the former employee, I informed him that she was going to file complaints against him with the ************************ & others and that she might sue him.

  Unfortunately, I couldnt get through to him, he didnt care.  So, I encouraged her to file complaints against him.

  
  

  As a result, we have apologized to the complainant profusely, as soon as we received the letter, I personally called her and informed her that I would bring the cash to her as soon as I receive it from the owners.  Shes content that this will be resolved very quickly and she did inform me that the complaint was made against the former employee, not with our company.

  
  

  The Complainant will get reimbursed asap.

  
  

  Thank you for your consideration & patience while we resolve this matter promptly.

  
  

  Arizona Remediation Group

  dba PuroClean of Chandler

  
  

  Thank you,