Complaints

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• Initial Complaint

  Date:05/20/2025

  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.

  I had the owner of this Mold testing company come out to do a repeat test on May 13th, 2025. He said he would have the results to me late in the afternoon or the next day at the latest. The first company that came out could not come back out to re-test until the 14th, but said he would have the test by the 14th. (I had a moldy dresser which caused the first test to be positive, we threw it away and needed a repeat test.) ******* continuously kept telling us how much more professional he was than the first company and how they didn't do things correctly like he did. When I called him to schedule the test I told him I was in the middle of selling the home and that was why I told him that I really needed it by a certain time. He told me no problem, so I agreed to use him. He mailed it to the wrong city, ************ not ****** where the lab was. How incompetent was that? When it wasn't back the next day I asked him to call the lab and he refused. Then the next day he told me about this total incompetence, but he said the lab was going to expedite the test. I called them and they said the tests were not being expedited. I don't know why I was not told the truth. I had called his phone and when I asked his wife their last name she hung up on me, what kind of company is this and what are they hiding. Well finally 3 days later I got the negative results. Due to this total incompetence, I lost the sale on the house as they wanted to see a negative mold test and the realtor for the buyer reported me to the health department for the first test which was positive. So, this has been a horrible mess and this company is totally responsible, so I am due a total refund of $250.

  Business Response

  Date: 05/20/2025

  On 5/13/2025, Miss Means called us to have a mold inspection completed on her home she was selling. She was almost panicking because her inspection period was ending the next day. I agreed to come to home within 2 hours of the phone call. The inspection took about 1 hour and 15 minutes. I immediately dropped the samples off at the *** Drop Off at CVS near my home all within 6 hours of the initial request from Miss Means. The labels we use are Pre-printed from ***************. *** misrouted the package to ***************. I updated Miss Means about the misroute. I contacted *** and *************** immediately once this was known. I talked with the owner of ***** Labs personally and made him aware of what happened. He agreed they would analyze the samples immediately once *** correctly delivered them. ***** Labs received the samples the next day from *** and within 2 hours they had the samples analyzed and sent the report to me so because they were rushed. I am not sure who Miss Means talked with at the Lab, but they apparently did not know of my conversation with the ******, the owner of the lab. I then immediately sent the report to Miss Means. I had already sent her digital documents, and the Inspection Report the day before. We always advise our clients that it normally takes 3-5 business days for the results and the report to be completed. I told Miss Means that it normally takes one day for the *** delivery and 2 days for the samples to be completed. She refused to have the samples "Rush" from the Lab because it cost $28.00 dollars per sample. We did two samples, and she did not want to spend the extra money. The inspection was $250.00 which is 60% lower than our normal fees as I was trying to help her out with her timeline and her costs. I never told her the samples would be done the next day. I did give her a best-case scenario. We never guarantee a date for the Lab Results to be completed for just this reason.  Miss Means waited to the end of her inspection period to get this inspection done and I did everything in my control to fulfill her expectations which were very unrealistic. The buyers decided to back out of the deal and now she is blaming me for things that were out of everyone's control. Per the contracts ********** signed, we fulfilled our responsibility 100%. We are not responsible for any delays that occur outside our control such as *** misrouting the package to ************. I have several other documents that I am willing to upload but am limited to 5 documents only. Please allow me to send the Lab Results, Inspection Report other documents I have to prove that the sample was not sent erroneously like she says which is totally inaccurate. The basis of this complaint is Miss Means missing her deadline by waiting to late and or not getting the correct advice from her realtor and then the buyers backing out. It is very easy to point blame on myself for actions I was not involved in. In short, Miss Means would not listen to me even when shown that *** was at fault and it is extremely unreasonable for her to make a baseless complaint against myself and our business. Not once did I lie or misrepresent any facts or data to Miss means. 

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23355191
  
  I am rejecting this response because: it is not truthful. My husband was there and heard him tell me it would be back by the next day. Why did he not look at the label that was printed one month before? He was horribly inefficient and always putting the blame on everyone else,  ie **** the owner of the lab. I do not want to leave a bad review and let everyone  know of this ship shod experience as I had hoped this was a onetime horrible experience, but now I am starting to re-think this as if he really felt bad at all about all the mistakes he would refund my money and quit making excuse after excuse.
  
  Sincerely,
  
  **** Means

  Business Response

  Date: 05/22/2025

  Response as follows: First, we always show our credentials to all our clients. We legally work under **** ******** License, and we are Certified and trained through *****. I was wearing my NORMI badge during the inspection. Her allegation that we are not "Licensed" is baseless and false. She took a picture of the license and our credentials and did not have any worries or concerns at the time. Why would we show someone a false license? Our business is 100% transparent which is why I showed Miss Means our credentials at the time of the inspection. **** ****** has already explained this personally to Miss Means when they talked on the phone. There are three contracts that the client must sign before we can do an inspection. Those contracts are attached. There is no guarantee within these contracts of a specific time to get Lab Results back. We (Advise) our clients it can take 3-5 business days, (Normally it takes 1 day for shipping and 2 days for the Lab. *** and *************** do not work on weekends or holidays.) I did tell Miss Means that we would do the inspection and get the samples to *** the same day which we did.  In this case, it was two days for the shipping and one day for the Lab Results. Remember, she refused the additional cost of $28.00 per sample to expedite the Lab Results to save money. However, the Lab expedited the sample analysis anyway after I talked with the Lab Owner, ****** and explained the situation. All the facts have been uploaded in the attached documents. The timeline in the emails and documents I uploaded shows the facts. The labels we use come directly from ***************. The printed date has zero effect of when they are used. The tracking number in the photo of the shipping label is the exact tracking number from the *** screenshot showing the delivery timeline. It clearly shows *** misrouting the shipment. Our responsibility per the contracts Miss Means signed, was to do an inspection and two samples and then ship those samples to the Lab, wait for the results and then send her the results when the lab has analyzed the samples. That is the extent per the contracts. Not only did we perform the inspection, but she received her results within three business days regardless of the misroute from ***. The Buyers clearly did not want to purchase her home and therefore Miss Means is justifiably upset. However, Miss Means was extremely happy with our service and only when the Buyers backed out of the sale did she start with her complaints and accusations of incompetence. We were not part of or privy to her Seller/Buyer contract. ******** have the responsibility to amend Seller/Buyer contracts if needed. The inspection was completed within 4 hours of her calling us and the samples were shipped within 2 hours of the completed inspection. Miss Means complaints are not based in facts as I have shown in the attachments. Do the documents attached show evidence of incompetence? Of course not. Her accusations and complaints are personal attacks on my character and again not based in facts which she refused to accept. Our legal team advised us not to have any contact with Miss Means as she was not willing to be reasonable in her discussions with us. If Miss Means continues with defamatory remarks against my character or the reputation of our business, we may be forced to take additional legal actions. In short, Miss Means received excellent service from our business and the lab. The facts prove this. I sincerely hope Miss means can move on from this unfortunate incident and sell her home knowing the mold levels are not elevated per the data from the lab. We did not nothing wrong to warrant a refund and only tried to help a client who was desperate to get an inspection completed as soon as possible at a very low cost. 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23355191
  
  I am rejecting this response because: At no time did he tell me he was using someone else's license. My husband was there too. ***** is the company that told me he was not licensed. He accepts no responsibility for mailing the samples to the wrong part of the state, did he not look at the shipping label? Now he is threatening me. I am just telling the truth.
  
  Sincerely,
  
  **** Means