Complaints

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• Initial Complaint

  Date:10/16/2022

  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.

  10-14-22 We had *************************** come to our house in support of Lennar to validate a positive bacteria and fungi test. He came unprepared and was going to validate a positive bacteria test with an air mold test he would be performing. He did not know that he could not validate bacteria with a mold test. He told us he lacked the experience, equipment and lab to do the test required and said he would have to do research to find out information on what to do but that we should do numerous specific disease test to proof our test by a third party was accurate and for us to test all bacteria rods to proof the accuracy. We told him to validate with ****** that they were paying us to do these tests because he insisted on us doing DNA test on the bacteria. This is not the standard of practice. He told us the results we received from and independent lab not connected to the tester were false and he made this bias ****** prior to even doing test to validate. He told us he does not have the knowledge or skill to make this assessment as he told us that he is not certified, has minimal education in the field with a BS in Microbiology and told us he only took one Microbiology class. He told me to go to the Dr. if I was sick and obviously does not understand air quality and lacks empathy as well as experience and expertise to make such statements. I felt disrespected as a women, as a nurse and as a consumer. He started telling me about Infection Control in the hospital setting which was not only inaccurate and within my field of practice but said he had not worked in a hospital. He went from working at ***** to now stating he is an expert in construction and air testing. He works for whoever will pay him and does not follow ethical practice in the field he is working. His organization is suppose to be full service and do remediation. We specifically asked to not have him come as he did test in July for mold with windows and doors open and is extremely bias.

  

  Business Response

  Date: 10/17/2022

  ** were contracted thru CCS and Lennar Homes to replicate air samples from previous visit and potential collect a surface sample for bacteria to be plated.

  ** spoke with the builder rep. and discussed the surface sample previously collected from the homeowner. This was a dust swab that had been plated on an agar plate, yielded bacillus bacteria and gram-positive rod-shaped bacteria. Explained to the rep that this methodology did not provide any information with regards to the health of the home or if these bacteria were potentially pathogenic but merely that these bacteria were present on an unclean surface.
  
  When we arrived on site, the homeowners did not want to collect air samples as they have received numerous Indoor Air Quality reports displaying satisfactory indoor air quality with respect to mold spores. ************* then called *************** on the phone to clarify what she was looking for as far as testing goes. She requested that we replicate the surface sample that was collected previously from the other firm. Our consultant discussed his thoughts about the samples much like the conversation, had with the builder rep. ** gave her some background about how we had sampled in a similar fashion in previous experience and how there will always be microorganisms in a sample like that, but the sample results did not have much value in telling us about the home or the effects on her health.  ** discussed collecting bacterial air samples but was not equipped with pre-made agar media supplied by the lab for that type of sampling. Additionally, we were not contracted to do that type of sampling.

  After speaking with ************, she seemed to be very concerned with the symptoms she had been experiencing while at home. Since we are not a health care professional, referred her to her physician for advice on her symptoms. 

  While at the property we discussed the potential for sampling incorrectly during the first inspection that was conducted for them, and we explained the methodology used during that inspection. Based on our professional opinion it was collected correctly and that we did not find anything concerning in the air samples. The sample data from that inspection does not reflect any indication that windows and doors were open during the sampling. (Concentrations far below the outdoor control sample concentrations.)  ** attempted to help troubleshoot the sampling I believed she was looking for with regards to the bacteria and told her that tests could be run to determine if the bacteria in the swabs was potentially pathogenic but that I was unable to process some of these types of tests through an environmental testing laboratory without proper media being provided. After a phone call with ***************, ************** requested that I collect the air quality samples regardless of his wifes wishes. 
  

  
  ** were on site for almost two hours attempting to explain; sampling methodology and my reason for being there, professional opinion on the lab results to date, options for further investigation, etc. **************** seemed appreciative of my advice. I told him at the end of the inspection that if ****** wanted to dive in further, I could try and research methodologies and capabilities to further sample for bacteria. **************** was recording portions of the inspection on his phone.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18230161
  
  We are rejecting this response because it is totally fabricated, dishonest and unbelievable.   Element tried to not do the samples because dishonest ****** knew he could not snow us with his falsehoods and when we heard dishonest ************************, "We did not want testing", we both corrected dishonest ****** on the phone with *******  We have some of ******'s message recorded so we all know the truth and we have the evidence.  Elements process of conquer and divide is ineffective, dishonest and any consumer using them should beware with dishonest ******'s deceptive cover-up process and the way he treats women, the hearing impaired and prejudice.  It seems like the organization which he may be part owner supports his methodology.

  Sincerely,

   

  **** and ***********************