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:12/10/2024

  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.

  ******** proposal was in accordance with my previous experiences with professional remeditors for my other properties. Between her proposal and your 4.9 star reviews, I signed the contract and sent in the 50% deposit of $3672.30 on 8/27/24. They didnt send their A team. Work commenced Friday,9/6 and was tentatively to be completed 9/12. On 9/6 they set up the containments in both areas and started the negative air pressure over the weekend. Because of the mold we found other accommodations. But returned Monday to find the ac was on and the zipper door was breached due to ac returns. The ac vents were sweating and the humidity level was 85% promoting more mold growth. I told the techs to get a dehumidifier. They set one up but my ac was running constantly trying to dehumidify,cool the place,and the vents were sweating. I told them to turn off the ac because it'll damage the units but,when I asked the manager he said it needed to be on. Next day I find the ac vents covered while the ac is still running which eventually led to additional condensation. The tech claimed the vents were leaking and there were probably still roof leaks.( I informed them that I had the roof repaired and all the vents tested prior to the job. But she insisted on calling an ac company to check but they couldn't come out for several days. ***** said to "trust the process." They decided to start cleaning the 2nd part of the house. Half the drawers and closets were emptied and bagged. I'm running out of characters remaining so I can only discuss the results. The blew out my acs and I haven't had heat. I had an independent mold air test done same day as their air tester and there is still mold despite their air quality tester saying it was safe to live here. I sent 2 copies of independent mold test to ***** but no response. Overall, they were herefor 15 days, no heat and still mold, terrible cleaning. There was no "process"(See pictures sent to your reviews department) Please send your A team.

  Business Response

  Date: 01/09/2025

  Below is a summary of the situation and our position on the matter:

  Proposed Work and Post-Testing Results: We proposed and completed work in specific areas of the home. A third-party assessor was hired to conduct post-testing, and the results confirmed that the work passed inspection in the areas we were contracted to address. The attached report provides the details of this testing.
  

  Testing of Areas Outside the Proposed Scope: After the work was completed, the homeowner hired a separate assessor to test areas outside the scope of our proposed work. It is important to note that these areas were not part of the agreement, and it was these areas that failed. We were prepared to offer a second quote for additional work, but the homeowner declined this offer and did not allow us to proceed with any work outside of the original proposal.
  

  Cross-Contamination During Work: During the course of our work, we requested that the homeowner refrain from entering the property while containment procedures were in place. Despite this request, the homeowner entered and exited the containment zone multiple times, resulting in cross-contamination of the home. This behavior could have directly impacted the effectiveness of the containment and contributed to the issue in the areas that were not part of our original scope.??

  Unpaid Invoice: The work that was proposed was completed successfully and passed inspection. However, despite our completion of the work and the successful outcome of the post-testing, the homeowner has not yet paid the invoice for the work completed.
  

  In conclusion, we believe that we fulfilled our contractual obligations and that the failure to pass testing in areas outside the scope of our work is not due to our performance. We have made every effort to address any concerns and communicate openly with the homeowner. We kindly request that the outstanding invoice be paid promptly.?We hope this provides clarity and look forward to resolving the matter.

  Sincerely, ***** *****
  

  
  

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22657052
  
  I am rejecting this response because:

  Hi, l am writing in good faith. If it was my business I would want to know.. Attached please find a copy of the Independent Mold assessor I hired. On pages ***** you can see pictures, taken the same day your assessor came, of the visible mold they left in the hallway bathroom ceiling. Please note that your assessor said there was no visible mold. Additionally,  you can see that the fan vent was not cleaned, in either bathroom. There was about 1/4 inch of dust on the baseboards, above the kitchen cabinets etc. The contract said that the entire house would be HEPA vacuumed, wiped down with antimicrobial,fogged, and UV  light . They claimed I entered the contained rooms and probably cross contaminated .  I only entered with their permission when they were there to obtain food and drink over the 15 day span. Most likely the unbagged, dirty rags left on the floors and furniture contaminated the areas which should have been mitigated if they actually did the cleaning process correctly. Or maybe the attiic since ***** declined mitigating the attic because 'that would be mitigating outdoors. " I have a spray foamed enclosed attic? 

  I have no idea what you are referring to when you say they reached out multiple times but I declined? I was hoping to hear from ***** after I sent my report to him upon his request. (crickets)There was one generic email I received after filing with BBB, other than that there are no voicemails or texts and there's been no communication  other than to pay the balance.

  When they pulled off the tape from the floors and ** vents they ripped the finish off.  Additionally, they left me without heat when the ** shut down from too much pressure from the negative air. 

  I always pay my bills. But this job was chaotic , unprofessional and is still moldy despite taking 15 days.

  Sincerely, ******** ********

  Business Response

  Date: 01/20/2025

  Hi ********************* you again for the detail and for re-sharing the report you had done and highlighting some of the items you wish were addressed. Rather than too much back and forth with the limited space BBB provides, we will also reach out to you to see how we can directly come to a mutually agreed resolution.
  
  Here we are trying to explain that this was not a chaotic project, we had an agreed upon approach, some client defined scope limitations, and we are working together to resolve your questions.
  
  1. Bathroom vent/ceiling - ********* remediation reports, the initial report (MAST, pg. 12) and the follow-up report (Platinum, pg 32) in the pictures show the consistent discoloration. Given that MASTs report noted the Visual Inspection: Passed - No visible growth found we were not immediately aware of a follow-up touch-up work required to address. Platinum (your report) swabbed the area of concern and concluded Growth Unlikely and cleared that area.
  
  2. Dust found on the top of kitchen cabinet - Ideally our cleaning process would have addressed this, even if the dust accumulated after our remediation, we will accept that this could have been an area to quickly revisit.
  
  Both of your concerns are quick touch-**** we would have been happy to come out and remediate for no extra cost. We are always improving and always aim to get things right in the end.
  
  Overall, the areas of your home within our scope (Living Room/Kitchen, Bathroom, Entryway) passed the independent third party assessment (both visual and air tests) and was certified as clear, i.e., mold spores were Not Elevated beyond normal conditions; lab results passed.
  
  The real areas of your concern, identified in Platinums report are the areas that were outside of our scope (Master Bedroom, Attic, Back Bedroom), all showing "Elevated" mold spore counts. We would recommend full cleaning and sanitization of the other areas including a duct cleaning. Given humidity levels were still elevated with your Platinum report, wed continue to recommend using your ********** to resolve.
  
  We want to revolve this amicably and want to make sure your home is safe and livable environment, please let us know if you have any questions. 

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22657052
  
  I am rejecting this response because:
  

  . I want to reject thier response but I'll pay the balance to end this. Apparently client satisfaction isn't in their business model. They did damage to my property and never mind the ******************** of the project. 

  I'll pay what I owe because I just don't have  the energy to repeat myself over and over and get zero acknowledgement from the company.  I'll never do business with them again. 

   

  Thank you in advance,

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

• Initial Complaint

  Date:10/23/2024

  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.

  Our home, located at, ********************************************************************************************** sustained damage from Hurricane **** 9/28/22. Being from ********* we were told by our contractor that we should have our home checked for moisture that causes mold/mildew. In ******* after a hurricane mold can develop in places we arent even aware of. On April 10, 2023, ***** ****** the owner of iMold came to our home to inspect it and measure the moisture levels. Once complete he went back to his office, a short time later he sent us an estimate for $40,743. We accepted the offer and sent a deposit of $20,000, then a week or so later the balance of $20, 743. In the meantime the office staff contacted me to tell me what was expected of us, and what we could expect from them throughout the process. We were told that we would receive daily reports and pictures showing what had been worked on that day. We received pictures and reports for 4 days, 5/10, 11, 12 & 15/23, and that was it. No communication of any kind, nothing to say they encountered more damage than they originally thought. Nothing to alert us that the cost was going to be significantly higher than expected. Nothing, until we received a final bill for $48,798.40! After a few phone calls trying to resolve this, I told them I was not going to pay the bill. I wanted an meeting and explanation to show me exactly where the extra expense was incurred. What had Mr. ****** neglected to include on the original estimate. On that call, I was speaking with, ******* ******* and she informed me that if I did not pay the bill, they would put a lien on our home! We have always paid our bills, and I didnt really know that much about a lien, but I knew I didnt want it to affect our credit/credit score. So on, September 5, 2023, I paid the bill, because I didnt know what else to do! After we returned to ******** January of 2024, I called, *** ********* multiple times to find out where the additional cost was incurred. He never returned my phone calls.

  Business Response

  Date: 11/13/2024

  To Whom It May Concern,
  
  I am writing to clarify the billing process for the water damage remediation work performed at Ms. **** ******** property.
  
  Ms. ****** signed the initial quote, acknowledging that it represented a field estimate and not the final bill. The final bill is generated through Xactimate, a nationwide insurance program that provides a detailed breakdown of all completed work. This includes measurements by square foot and a line-item breakdown, room by room. Ms. ****** also initialed the section of the quote explaining the final billing process and signed the document, confirming her understanding.
  
  The quote specifically stated:
  
  "This is a field estimate written in Xero which is very similar to the final invoice that will be written in Xactimate once we get into the job and are able to peel the onion and can document everything properly and have all of the final invoices from the
  subcontractors. This field estimate requires a 50% deposit and the balance is due upon completion of work. **If field estimate is $20K or more iMold will require 50% down to start, additional 25% down after demo is complete, and the remaining
  balance due upon completion. Once the insurance company pays the Xactimate final invoice, the remaining balance will be due."
  
  Please note that our billing practices are in line with industry standards for insurance work. Unfortunately, **** does not cover all items required by the ***** (***********************, Cleaning, and Restoration Certification) standards. Since Ms. ****** hired an *****-certified firm to perform the work, we are required to follow these guidelines.
  
  Additionally, prior to the start of the work, Ms. ****** was fully informed of the billing process and signed a work authorization contract, which includes the following statement:
  
  "Prices: I understand that water damage is a progressive condition and that drying time varies based on numerous factors. Therefore, I understand it is impractical to provide an accurate quote for the services before completion. I agree to pay the charges as invoiced, and iMold, LLC agrees to maintain accurate records and provide documentation upon request."
  
  Both the signed quote and work authorization contract are attached for your reference.
  
  If you require any additional documentation or further explanation, please do not hesitate to contact us. We are more than happy to assist in addressing any concerns.
  
  Thank you for your attention and understanding.