Complaints

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• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair 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.

  My husband committed suicide in our backyard on August 26, 2023. I was the one to find him after my work day. As you could imagine the horror of this. I was in utter disbelief. I reached out to The Bio-Clean Team for help. I spoke with **** the next morning to have the ground cleaned. I asked several times what would the cost be. He said they wouldn't know until someone came out. I asked several times about cost. A ballpark number, some kind of idea. He asked if I had home owners insurance which we do and he said they would cover the cost, still with out giving me an estimate. I was relieved by that so I said to come out and take care of the situation. They were very professional and kind and after 7 hours they were done. The concrete where they cleaned was painted grey which is a constant reminder of the situation. I'm an elderly women still working to pay the bills. And when I received the first invoice on October 8, 2023 from Bio-Clean I was in shock. $11,888.07... Unfortunately my home owners insurance didn't have coverage for suicide. I believe Bio-Clean has taken advantage of a grieving elderly women who was in shock and knowing I had no choice but to have my husbands body parts cleaned up. I certainly don't have the money to pay for this. They could have at least told me it would be thousands and thousands and thousands of dollars.

  

  Business Response

  Date: 01/12/2024

  Hello,
  
  We are sorry for your loss. I am surprised we have received this complaint as we have tried to contact ******* several times to resolve this issue. 
  
  Prior to beginning work ************** signed a detailed work authorization with all the rates of service and costs associated. 
  
  Once the insurance denied the claim we asked for further investigation material to assist ************** in getting the invoice covered. 
  
  In addition to this we offered a reduced amount to offset the costs in case the investigation did not lead to a reopened claim. ************** has not been responsive to any of our attempts to assist in getting the insurance claim reopened and had not responded to our offers of reduction or negations.
  
  These cases are very tragic and it is terrible when we have to perform services to assist in cleaning a loved one.  Adversely, we do have service costs. Biological remediation is not a low cost service. Our technicians respond at a moments notice, deal with very tragic scenes, and must be exposed to blood and biological fluid during a cleanup, 
  
  We are Also held to an extremely high standard with regards to environmental exposure. We hold high environmental insurance. We must also transport biological waste safely and within regulation. All technicians must be trained on these processes. The technicians are in full personal protective equipment, and must follow strict EPA and OSHA regulations during the process of cleaning and testing for biological remediation. 
  
  This is not a traditional service due to the exposure, regulations, and procedures we must follow. 
  
  We have offered solutions to ************** to re-open the claim, we have not applied any contractual late fees, and we have also offered a reduction in the invoice to offset the cost should the insurance not reopen the claim.
  
  We are happy to continue working with ************** on these remedies. I have always helped clients in these situations to either get coverage or reduce the invoice. 
  
  Thank you, **********;