Complaints
This profile includes complaints for ASAP Water and Flood Restoration, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/20/2025
Type: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.
The backstory: Before signing the contract, I asked for proof of insurance as well as mold remediation certification. The insurance proof came quickly but ****** said he couldn't find the mold cert and he'd search for it immediately (first red flag). I followed up with him a few days later and again, he responded quickly stating he "can't seem to find my certification. I may have to reach out to the IRCRCfor another copy if I don't find it, I'll keep you posted." (2nd red flag) I still trusted him though and we signed the work order and paid the 40% down. After the work was completed, I again asked for the certificate and this is when he shared that it actually expired August 31, 2020. This was over 4 years that he didn't realize the certificate was expired?The bad: Given the backstory above, I was disappointed and felt like it was false advertising and a misrepresentation of the company's qualifications since he had that he was certified on the website as well as a business card. And, the fact that he continued to say he was looking and he'd contact the IRCRCto get the certificate. I trusted him and I shouldn't have signed anything until he provided proof. I feel like a bit of a fool since we paid for this work to be completed and he wasn't certified and I feel ****** knew it from the very beginning and was being dishonest and just wanted me to sign the contract, with him fully aware he wasn't certified. I emailed ****** on 12/17/2024, 12/26/2024, and 1/6/2025; I also left him a voicemail on 12/18/2024.
Business Response
Date: 01/24/2025
Tj,
First, I want to start by saying which I did mention as well mold is not regulated in the state of ********! You do not need any special licensing or certifications. It is not required. If it was that much of an importance you definitely should not have allowed us to start until I did provide you with the certificate.
The way it used to be with the ***** they would take $25 out of my account every two years. Which is why I was unaware that it was expired. The fact that the certificate was expired does not mean I am not certified. I did all the necessary classes that are required. I can assure you everything was done correctly based upon how they view it "should" be done. Again, there is no wrong way to remediate mold because it is not regulated.
I apologize that it was expired at the time the work was done, if it was that big of a deal for you, you definitely should not have allowed us to work before receiving everything you asked for. I am shocked after all the work was done you and your wife both seemed to be extremely pleased, especially with the timing that it was done. We did a lot of extra work for you without even charging just to make you happy.
ASAP Water & Flood INC
****** Mendez
************
President
****************************************************************
Customer Answer
Date: 02/03/2025
Complaint: 22835745
Hi ******, thank you for your reply. I'm not sure why you didn't respond to my multiple attempts and why it had to come to going through the BBB. Whether or not mold is regulated in ** is not the issue. The issue is that you falsely advertised that you had the certifications on your website, business card, as well as delaying looking into it during our texts and emails. You are right, I should have waited and not allowed you to start work until I had proof (or lack therof) of the certifications - that is my bad and I am learning from that experience. Yes, you may have done the classes 4 years ago when your certification it was still active, but the value of a certification is continuing education and staying updated with best practices. And the **** should be on you as a business owner to realize when certifications you have and advertise are expired. Again, I do not believe you were transparent or ethical in your actions.
Sincerely,
****** ******Business Response
Date: 02/21/2025
Tjay,
Again, nothing has changed with the ***** there are no regular classes that you need to attend. Been certified since 2008. Since then, things have remained the same. So for you to ask for an adjustment after I took $700 off already plus included some free materials to put back your cabinets is absurd to me, but I am willing to go back and take out what we put in for free and adjust the price at that point.
ASAP Water & Flood INC
****** Mendez
************
President
****************************************************************
Customer Answer
Date: 02/25/2025
Complaint: 22835745
Hi ******,
That's great you were certified in 2008, but that certification expired in 2020. You may not agree with the certifying body where you earned your certification, but they still have standards and policies that other mold remediation contractors follow. And since you advertised your business as having a certification, again, it is false advertising and a misrepresentation to consumers. If things haven't changed with the ***** and no continuing education needed, why then advertise yourself as having that certification? Is it perhaps because customers look for some type of certification? I'd venture that yes, you advertise it because families that have mold in their home look for someone that is certified and knows what they're doing. Otherwise they'd just hire a handyman or general contractor for half the price of someone that doesn't hold any certification. So you're able to charge more based on falsely advertising that you hold a certification. I believe it is wrong to do so and a misrepresentation to previous, current, and potential customers.
Can you please expand on what these "free materials" are that you're referencing?
Thank you,
TJayBusiness Response
Date: 03/04/2025
I advertise it because I did the necessary classes for it. So I cant unlearn something that Ive already learned. But again the ***** is a book put together by volunteers in the industry. There is no certain way of doing it. There is no right or wrong way, but did I do This particular job the way they recommend? Absolutely just like I do all my jobs. But the back of the cabinets were not paid for. So Im done going back-and-forth if you like me to go back out there and take it all apart and take that off then adjust thats fine let me know.
Customer Answer
Date: 03/10/2025
I believe it is inappropriate and unethical to continue to mark yourself as certified when it expired 4 years ago. Again, I could've hired a general contractor for half the price. It seems we're mostly just repeating ourselves and I understand your offer to come back out here to remove what was completed and take the money off those "free services" you provided. As a customer, I don't feel that is a helpful or productive to offer. I understand its hard to own your own business and all the risks and stress involved in it. Ultimately, I had hoped for you to see my perspective and the ethical reasons that I reached out to you. I wish you well, ******, and hope that my feedback will eventually make this a positive outcome for you, your business, and your customers.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.